HotRef, Inc.

Hello,This is *** and I am the Customer Service Lead with hotref.com. *** was the original person dealing with this imprint inquiry since I was out on vacation but once I came back I was filled in and I have been working with *** to make sure that everything went smoothly on
this. Since *** isn't with the company anymore, for personal family reasons, I have taken over the situation. The inquiry was for coolers and each one will have their own imprint. So there will be a proof for each cooler to make sure that we got everything correct for this orderWe did send her a quote with lower pricing since with the info that we had at that time would have been correct. Then we get to the proofing process, and she sent us the artwork and we sent her proof with that original artwork. We understand that they have strict rules to follow with the artwork, but when we have to change the proofs 4-times, so that is 20-proofs that we sent over to the customer. Then we looped back around to the original proof that was sent for the first time. I understand that this does happen, but with all of these proofs that we had to send over, plus all of the artwork changes that we needed to do, there will be a cost associated to this. We did inform them that this might increase the pricing, and they were originally ok with this.The shipping cost was calculated incorrectly, and I am willing to change that back. But with all of the changes that happened with the imprint, that is going to be the only change that we can do on the new pricing. If she doesn't want to pay the extra cost, then we will not be able to do this order It is a very unfortunate situation that came up, and I wish that we could go back to the original pricing. But that pricing wasn't something that was set in stone I apologize that this happened, but there is not anything that we can do for the pricing. If she cannot accept the pricing, which is understandable, no harm no foul. We haven't charged her anything, and wouldn't be able to since we don't' have any of her payment info anyway I am sorry for this, but there is not anything that we can do for the pricing at this itemPlease let me know if there is any more info that I can provide with this order. ***Customer Support

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hello,We apologize to the customer that we were not able to respond to them on the time they required.  At this moment, we are understaffed and have been receiving more business than we expected.  But this order has been refunded to the customer in full, and I apologize that our customer...

felt that they needed to go to the Revdex.com to get results for this issue.  Once we saw the email that she sent over to us on the 22nd we have refunded her order in its entirety.[redacted]Customer Support

Initial Business Response /* (1000, 5, 2015/06/03) */
package was shipped out on May 27th and delivered on June 1st. The FedEx tracking number is: XXXXXXXXXXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/06/06) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
Thank you, I sent a reply email several days ago, to you,stating the situation has been resolved. Thank You, [redacted]