LogoSpectrum for ERA

This is our response to Ms [redacted] complaint filed with the Revdex.comThis customer did order a name badge at the end March at an ERA Trade ShowThe Tradeshow was from March 30th to April 1stShe was infonned by me at the time of the time of herorder that it would be a couple of weeks before her order would be processedShe wasinformed at that time that she would be sent a proof of her badge for approval and thatproduction would not begin until she responded to the email with her written approvalOn April 15th her order was entered into the system, the layout created, her credit cardauthorized and the proof was emailed with detailed instructions on what to review and how toapprove the artwork"See attachment 1"On April 19th a follow up email was sent"See attachments"On April 22nd the customer responds to us complaining about the delay but does not mentionthe artwork or any other details of the orderNicole B [redacted] from our office calls her on April 22nd but the phone number listed her numberwas not validMay 2ndNicole gets ahold of Ms [redacted] and reviews the order and artwork over the phone.Ms [redacted] approves the artwork at that timeThe order is released into production and Shipped days later on May 4thMay 4th customer calls to now cancel the order that she had just approved two days earlier butthe order had already been made and shippedMay 26th customer calls in to complain that her artwork was not correct and that she wants adifferent logo the badgeWe offer to remake the badge at no chargeA new order is setup with anew proof sentminutes later on May 26th Ms [redacted] changes her mind and replies via email that shewanted the ordered canceledHer order was canceled and card refunded at that timeAn email ad\tising her of thecancellation and refund was also sent.We did our best to make her happy, we are sorry we were unable to.Attached are copies of the paperwork Sincerely, Michele S [redacted]

Please view attached document It is most unfortunate that Ms [redacted] was unhappy with their recent purchase from our company.Please understand that we have gone above and beyond our terms of service in an attempt to resolveMs [redacted] dissatisfactionHere is a quick timeline of events and our attempt to resolve the situationMay 11th customer places on line order for Port Authority® Silk Touch™ Polo Shirtsembroidered with the [redacted] logoDue to the size of the order the estimated ship date is moved to Friday May 27thUnfortunately the order did not ship until Thursday June 2ndOn June [redacted] calls and complains that she's not happy with her shirts because shethought they would have a more "Silky" feelShe expressed that she thought they were "DollarStore quality"I explained that this particular polo she ordered is one of our most popular polos.I asked why didn't call in and ask questions or have us send them free samples of different polosprior to placing such a large orderShe simply went by the description on the site and hadthought the shirt would be different than what she imaginedI explained that the description of all of our apparel come directly from the manufactureIn factthe Port Authority® Silk Touch™ Polo is a trademarked termAt that time I offered to do the following to make this situation work for her.aWe would could send her samples of other polos that have a more "Silky" feel for her totry out.bWe would remake the order in the new polo at a 50% discountcWe would furthermore give her a $towards that remake.dShe would be able to keep the first order of shirts plus have an entire new order of shirtsfor her agents for about a third of what she had paid for the first order.eI also told her that I would contact San Mar and notify them that a customer has takenissue with the description of their poloShe was going to think about it and get back to meA few weeks later she calls back and tells a customer service agent that she wants to return theorder for a full refund and demands to speak to meThis happened on a day that I was off forthe dayShe told the customer service rep that she intended to sue and that she was contactingher lawyerThe next day she post a very nasty review of our company on Facebook and Comments onwebsiteOnce the threat of litigation was waged against our company it was determine that it was nolonger appropriate to communicate via phone.We stand by our original offer of allowing Ms [redacted] keeper her polos and re-order any polo style shechooses at a 50% discount along with an additional $credit applied to that order and ship that neworder to her with free freight like she recieved on her first order Below is the following information:The Manufactures description of the product as it appears on our websiteWe have also attached the product spec sheet that is available for download on our productdescription pageOur return policy that is clearly posted on our sitePlease note every customer is required tocheck a box at checkout stating that they have reviewed our return policy prior to placing anorderAgain please note that our policy requires the return of the garments in order to obtainthe 50% creditIn this case we had made an exception by offering to let Ms [redacted] keep thepolos and still offer the 50% discount, an added $credit, plus free shipping.Though an enduring favorite, our comfortable, classic, Silk Touch™ polo is anything but ordinaryWithsuperior wrinkle and shrink resistance, a silky soft fabric hand and an incredible range of styles, sizes andcolors, it's a first-rate choice for uniforming any group.Features:5-ounce, 65/poly/cotton piqueFlat knit collar and cuffsMetal buttons with dyed-to-match plastic rimsDouble-needle armhole seams and hemSide vents .Link to product pagehttp://cb.logospectrum.com/create_product/859408Section of our Return PolicyEmbroidered Apparel -We at Logo Spectrum strive to satisfy all of our customersIf, for some reason,you are not delighted with your order, give us a call and we will do everything possible to make youhappyCustom orders are not returnable as they are all made to orderAll specially discounted itemssuch as clearance, are final salesSince all of our apparel is decorated to order we can only offer Dayreturn for a 50% internal credit towards the purchase of .another itemCustomer is responsible to payshipping cost to return product and shipping cost of new product Full returns policy can found here https://logospectrum.com/returns We're confident in the quality of the garments embroidered for our customers and are hopeful that we can resolve this to everyone's mutual satisfaction if given the opportunity Chris S [redacted]

Please view attached document.
It is most unfortunate that Ms. [redacted] was unhappy with their recent purchase from our company.Please understand that we have gone above and beyond our terms of service in an attempt to resolveMs. [redacted] dissatisfaction. Here is a quick timeline of events and our...

attempt to resolve the situation.1. May 11th customer places on line order for 120 Port Authority® Silk Touch™ Polo Shirtsembroidered with the [redacted] logo.2. Due to the size of the order the estimated ship date is moved to Friday May 27th3. Unfortunately the order did not ship until Thursday June 2nd4. On June 10 [redacted] calls and complains that she's not happy with her shirts because shethought they would have a more "Silky" feel. She expressed that she thought they were "DollarStore quality". I explained that this particular polo she ordered is one of our most popular polos.I asked why didn't call in and ask questions or have us send them free samples of different polosprior to placing such a large order. She simply went by the description on the site and hadthought the shirt would be different than what she imagined.5. I explained that the description of all of our apparel come directly from the manufacture. In factthe Port Authority® Silk Touch™ Polo is a trademarked term.6. At that time I offered to do the following to make this situation work for her.a. We would could send her samples of other polos that have a more "Silky" feel for her totry out.b. We would remake the order in the new polo at a 50% discountc. We would furthermore give her a $500.00 towards that remake.d. She would be able to keep the first order of shirts plus have an entire new order of shirtsfor her agents for about a third of what she had paid for the first order.e. I also told her that I would contact San Mar and notify them that a customer has takenissue with the description of their polo.7. She was going to think about it and get back to me.8. A few weeks later she calls back and tells a customer service agent that she wants to return theorder for a full refund and demands to speak to me. This happened on a day that I was off forthe day. She told the customer service rep that she intended to sue and that she was contactingher lawyer.9. The next day she post a very nasty review of our company on Facebook and Comments onwebsite.10. Once the threat of litigation was waged against our company it was determine that it was nolonger appropriate to communicate via phone.We stand by our original offer of allowing Ms. [redacted] keeper her polos and re-order any polo style shechooses at a 50% discount along with an additional $500 credit applied to that order and ship that neworder to her with free freight like she recieved on her first order.
Below is the following information:1. The Manufactures description of the product as it appears on our website.2. We have also attached the product spec sheet that is available for download on our productdescription page.3. Our return policy that is clearly posted on our site. Please note every customer is required tocheck a box at checkout stating that they have reviewed our return policy prior to placing anorder. Again please note that our policy requires the return of the garments in order to obtainthe 50% credit. In this case we had made an exception by offering to let Ms. [redacted] keep thepolos and still offer the 50% discount, an added $500 credit, plus free shipping.Though an enduring favorite, our comfortable, classic, Silk Touch™ polo is anything but ordinary. Withsuperior wrinkle and shrink resistance, a silky soft fabric hand and an incredible range of styles, sizes andcolors, it's a first-rate choice for uniforming any group.Features:5-ounce, 65/35 poly/cotton piqueFlat knit collar and cuffsMetal buttons with dyed-to-match plastic rimsDouble-needle armhole seams and hemSide vents .Link to product pagehttp://cb.logospectrum.com/create_product/859408Section 5 of our Return Policy5. Embroidered Apparel -We at Logo Spectrum strive to satisfy all of our customers. If, for some reason,you are not delighted with your order, give us a call and we will do everything possible to make youhappy. Custom orders are not returnable as they are all made to order. All specially discounted itemssuch as clearance, are final sales. Since all of our apparel is decorated to order we can only offer 15 Dayreturn for a 50% internal credit towards the purchase of .another item. Customer is responsible to payshipping cost to return product and shipping cost of new product.
Full returns policy can found here.
https://logospectrum.com/returns
We're confident in the quality of the garments embroidered for our customers and are hopeful that we can resolve this to everyone's mutual satisfaction if given the opportunity. 
Chris S[redacted]

This is our response to Ms. [redacted] complaint filed with the Revdex.com.1. This customer did order a name badge at the end March at an ERA Trade Show. The Tradeshow was from March 30th to April 1st. She was infonned by me at the time of the time of herorder that it would be a couple of weeks before her...

order would be processed. She wasinformed at that time that she would be sent a proof of her badge for approval and thatproduction would not begin until she responded to the email with her written approval.2. On April 15th her order was entered into the system, the layout created, her credit cardauthorized and the proof was emailed with detailed instructions on what to review and how toapprove the artwork. "See attachment 1"3. On April 19th a follow up email was sent. "See attachments"4. On April 22nd the customer responds to us complaining about the delay but does not mentionthe artwork or any other details of the order.5. Nicole B[redacted] from our office calls her on April 22nd but the phone number listed her numberwas not valid.6. May 2nd. Nicole gets ahold of Ms. [redacted] and reviews the order and artwork over the phone.Ms. [redacted] approves the artwork at that time.7. The order is released into production and Shipped 2 days later on May 4th8. May 4th customer calls to now cancel the order that she had just approved two days earlier butthe order had already been made and shipped.9. May 26th customer calls in to complain that her artwork was not correct and that she wants adifferent logo the badge. We offer to remake the badge at no charge. A new order is setup with anew proof sent10. 90 minutes later on May 26th Ms [redacted] changes her mind and replies via email that shewanted the ordered canceled.11. Her order was canceled and card refunded at that time. An email ad\tising her of thecancellation and refund was also sent.We did our best to make her happy, we are sorry we were unable to.Attached are copies of the paperwork.
Sincerely, 
Michele S[redacted]