Thank you for returning my message. I will be sending this message to you by email as well.I apologize for not replying via your work email address. I would be happy to accommodate this request, however I have searched our system and have been unable to find any messages from you requesting this or providing the alternate contact information. I'm afraid there has been a misunderstanding as to how designs are updated. Once orders are placed, updates cannot be made on the website, they must be made on the administrative side. Any changes made to banners by you on the website are not sent to us automatically or reflected on your order. I apologize for any miscommunication on our part.If you would like us to remove each of the logos from the banners and print just text we can certainly do so. Is this something you would like me to set up? So long as the banners are printed and shipped by tomorrow you will receive them on time. Thank you, [redacted]Support Lead
I am so sorry that you didn't receive my emails! I am going to try sending from my personal work email which is a Gmail account. Please look for email titled: Order Assistance.
As a one time courtesy I will go ahead and refund the remaining order cost. The refund has been submitted and will be back to your account within 7-10 business days. Thank you
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.We have reached an agreement with the vendor on a partial refund as stated above. The 10% refund was good enough to close the case but not truly satisfy the customer. We are simply walking away from this vendor and cutting our losses. I recommend a change in policy where returned packages trigger buildasign to reach out to the customer for a second attempt at shipping, verifying the shipping address and trying again. A fee and/or bill for a 2nd shipping cost is perfectly reasonable. We would always gladly pay such a fee instead of losing thousands of dollars in product. The contents of the package do not need to be verified. What needs to happen is that the package is delivered successfully. In the case of a returned package, it simply needs to be placed back into the mail with an updated address, not thrown away or the contents of the package verified. I have never encountered a company that relies on the mail as their primary delivery method, whose policy is to throw away packages that are returned to sender without notifying the customer that the delivery was unsuccessful. Bottom line, we never received the item, and the item was destroyed without attempting to contact us. Imagine if you ordered a Dell Laptop and it was returned to sender - whereupon it was simply thrown away. That is basically what happened here. Please update your policy for your future customers' sake.
Regards,
[redacted]
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.
Regards,
[redacted]
Hi, [redacted]!Thank you for getting in touch and sharing your concerns with us, I'm very sorry for the concern you have with your order. I've taken a look into things here and it looks like each of the banners ordered on the 18th have been flagged for low resolution artwork. This process of reviewing...
and updating the artwork, particularly due to the number of banners on the order, can take a up to few days to be completed fully. Your order is still well within the deadline to print and ship by the delivery date needed, so if you would like to continue to work with us to update the artwork we can certainly do so, or if you would rather cancel the order per your request on the 19th we can do this as well - Whichever works best for you. I will also be sending you a direct email, you are welcome to reply either here or there. Thank you for your time! [redacted] Support Lead
Hi, [redacted]!I hope you're doing well today! Thank you for reaching out to us about this, I'm sorry to hear your experience was so frustrating and that you haven't received what you were looking for!I apologize for any confusion there was around the ordering process. The preview of the wire stakes on...
your order does include a visual representation of a sign, however signs and stakes are sold separately. We are a large format printer, so we do not actually sell blank materials on our website. Any additional cost you saw to customize a sign was the base price to add the sign itself to the order. I'm sorry if this wasn't more clear on our website! I have forwarded your comments to our web design team for their consideration. In the meantime if you still need the signs and stakes, I might recommend looking for blank corrugated plastic material at a hardware store or local copy shop. They may have inexpensive blank materials you can use! Our stakes are very standard, so just about any corrugated plastic you can find will fit them. If you would still rather return the stakes for a refund please let me know and we can arrange that as well.Thank you for your time, [redacted]! [redacted]Support Lead[redacted]
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I've reviewed the response from [redacted] I REMOVED all of the low resolution artwork yesterday. This is long BEFORE [redacted] contacted me through the Revdex.com (Revdex.com). In fact, I removed all the artwork and attempted to inform Build A Sign that I did so on Monday, 20 MAR 2017 but my telephone call was not returned. I also asked Build A Sign to contact me at my work e-mail during duty hours because I work in a secure building and don't have access to gmail during the day. [redacted] contacted me via gmail at 10:30 am this morning so I didn't see the e-mail until I left work at 5:00 pm. Another 7 hours of needless delay. I ask [redacted] to verify that everything I've written is 100% accurate. Either he's intentionally misleading the Revdex.com or he hasn't even bothered to check his own website before responding. Either way, his response should be reflected at the Revdex.com and a senior level executive (if one exists) should provide a response. I asked [redacted] to print and ship the banners immediately via e-mail at 5:00 pm today. The banners are still in an "On Hold" status as of 8:00 pm and Build A Sign would NOT have provided any response or service if I didn't contact the Revdex.com. As stated, they've taken $635.00 from LITTLE LEAGUE and they don't seem like they intend to provide any service.
Regards,
[redacted]
I'm so sorry for the delay with this response! I searched our email and was unable to find us receiving the initial complaint so I'm not sure what happened here. This customer has been completely refunded in full so he is taken care of. This has been resolved since 3/10/16. Please let me know...
if you need any further information at [redacted]@buildasign.com. Thank you!
Thank you for returning my message. I will be sending this message to you by email as well.I apologize for not replying via your work email address. I would be happy to accommodate this request, however I have searched our system and have been unable to find any messages from you requesting this or providing the alternate contact information. I'm afraid there has been a misunderstanding as to how designs are updated. Once orders are placed, updates cannot be made on the website, they must be made on the administrative side. Any changes made to banners by you on the website are not sent to us automatically or reflected on your order. I apologize for any miscommunication on our part.If you would like us to remove each of the logos from the banners and print just text we can certainly do so. Is this something you would like me to set up? So long as the banners are printed and shipped by tomorrow you will receive them on time. Thank you, [redacted]Support Lead
I am so sorry that you didn't receive my emails! I am going to try sending from my personal work email which is a Gmail account. Please look for email titled: Order Assistance.
As a one time courtesy I will go ahead and refund the remaining order cost. The refund has been submitted and will be back to your account within 7-10 business days. Thank you
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.We have reached an agreement with the vendor on a partial refund as stated above. The 10% refund was good enough to close the case but not truly satisfy the customer. We are simply walking away from this vendor and cutting our losses. I recommend a change in policy where returned packages trigger buildasign to reach out to the customer for a second attempt at shipping, verifying the shipping address and trying again. A fee and/or bill for a 2nd shipping cost is perfectly reasonable. We would always gladly pay such a fee instead of losing thousands of dollars in product. The contents of the package do not need to be verified. What needs to happen is that the package is delivered successfully. In the case of a returned package, it simply needs to be placed back into the mail with an updated address, not thrown away or the contents of the package verified. I have never encountered a company that relies on the mail as their primary delivery method, whose policy is to throw away packages that are returned to sender without notifying the customer that the delivery was unsuccessful. Bottom line, we never received the item, and the item was destroyed without attempting to contact us. Imagine if you ordered a Dell Laptop and it was returned to sender - whereupon it was simply thrown away. That is basically what happened here. Please update your policy for your future customers' sake.
Regards,
[redacted]
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.
Regards,
[redacted]
Hi, [redacted]!Thank you for getting in touch and sharing your concerns with us, I'm very sorry for the concern you have with your order. I've taken a look into things here and it looks like each of the banners ordered on the 18th have been flagged for low resolution artwork. This process of reviewing...
and updating the artwork, particularly due to the number of banners on the order, can take a up to few days to be completed fully. Your order is still well within the deadline to print and ship by the delivery date needed, so if you would like to continue to work with us to update the artwork we can certainly do so, or if you would rather cancel the order per your request on the 19th we can do this as well - Whichever works best for you. I will also be sending you a direct email, you are welcome to reply either here or there. Thank you for your time! [redacted] Support Lead
Hi, [redacted]!I hope you're doing well today! Thank you for reaching out to us about this, I'm sorry to hear your experience was so frustrating and that you haven't received what you were looking for!I apologize for any confusion there was around the ordering process. The preview of the wire stakes on...
your order does include a visual representation of a sign, however signs and stakes are sold separately. We are a large format printer, so we do not actually sell blank materials on our website. Any additional cost you saw to customize a sign was the base price to add the sign itself to the order. I'm sorry if this wasn't more clear on our website! I have forwarded your comments to our web design team for their consideration. In the meantime if you still need the signs and stakes, I might recommend looking for blank corrugated plastic material at a hardware store or local copy shop. They may have inexpensive blank materials you can use! Our stakes are very standard, so just about any corrugated plastic you can find will fit them. If you would still rather return the stakes for a refund please let me know and we can arrange that as well.Thank you for your time, [redacted]! [redacted]Support Lead[redacted]
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I've reviewed the response from [redacted] I REMOVED all of the low resolution artwork yesterday. This is long BEFORE [redacted] contacted me through the Revdex.com (Revdex.com). In fact, I removed all the artwork and attempted to inform Build A Sign that I did so on Monday, 20 MAR 2017 but my telephone call was not returned. I also asked Build A Sign to contact me at my work e-mail during duty hours because I work in a secure building and don't have access to gmail during the day. [redacted] contacted me via gmail at 10:30 am this morning so I didn't see the e-mail until I left work at 5:00 pm. Another 7 hours of needless delay. I ask [redacted] to verify that everything I've written is 100% accurate. Either he's intentionally misleading the Revdex.com or he hasn't even bothered to check his own website before responding. Either way, his response should be reflected at the Revdex.com and a senior level executive (if one exists) should provide a response. I asked [redacted] to print and ship the banners immediately via e-mail at 5:00 pm today. The banners are still in an "On Hold" status as of 8:00 pm and Build A Sign would NOT have provided any response or service if I didn't contact the Revdex.com. As stated, they've taken $635.00 from LITTLE LEAGUE and they don't seem like they intend to provide any service.
Regards,
[redacted]
I'm so sorry for the delay with this response! I searched our email and was unable to find us receiving the initial complaint so I'm not sure what happened here. This customer has been completely refunded in full so he is taken care of. This has been resolved since 3/10/16. Please let me know...
if you need any further information at [redacted]@buildasign.com. Thank you!