Photodon Reviews (%countItem)
Photodon Rating
Address: 1517 Northern Star Dr Ste A, Traverse City, Michigan, United States, 49696
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Photodon is a great company to work with. I met them through another company I worked at that was a regular customer of Photodon.
I have Personally ordered from Photodon several times and have always been pleased with them. They are very kind, they have great customer service. I always get everything thing I ordered and anytime I need anything else they are always quick to get those items. They offer great quality products and I continue to order from them. I highly recommend Photodon with their great products and Fabulous Service.
Chronic customer service and fulfillment issues following an order for screen protectors, followed by an outright refusal to deliver product by staff.
Attached is all communication in existence between Photodon and myself concerning this order. I cannot explain the innate inaccuracies and back-forth with the company and partial resolution, followed by an outright refusal to continue in business, or Photodon's reluctance to work with me provided I paid full price for many products. This appears to be a personal problem during a time of duress by the hourly wage staff, or perhaps an attempt to generate unfair profit by salaried staff. Regardless, the attached evidences a partial fulfillment of an order followed by a request for monies disproportionate to the initial value paid at the time of the order, then followed by a partial refund of an incomplete order, immediately followed by a refusal to deliver products that I never requested a refund for (an exchange) nor the products themselves delivered to me. All of this comes after I repeatedly requested to communicate with company leadership, which was likewise ignored or refused by Photodon staff. There is no reason a company should behave in this manner towards a return customer paying full price, almost as though they are planning on the company to go under in the near future, and resent their jobs. Baffling.
A review of the attached, followed by a delivery of the products (x2) I still have not received.
To give you a background so you understand a little more about the situation, I feel that I need to give a little information about our company. We are a small business with 12 employees. Our niche is custom cutting screen protectors. This is where customers provide us the dimensions of their device's screen and we then use our precision laser equipment to cut them to their specifications. Our laser is extremely accurate. This customer has placed 3 orders with our company, and we have sent him product 6 times (2 out of the 3 orders had multiple items on them). Even though we didn't feel that the issue was ours, we still sent him replacements as our saying is that the customer is always right, and we run our business that way. We would send him replacements free of charge. Normally on a custom product we would charge 50% for a replacement as many times we are unable to re-use the material. The products we sent to him were never right according to him. He would many times become argumentative with us talking about how we were basically incompetent and would slam our company, and that it would be in our best interest to comply with what he wanted. We rarely get customers that say that we cut something not to their specs as this is our specialty. After many returns & complaints from him, we asked him to send the product back to us so we could see what was going on for quality control purposes. We provided him a return shipping label. When we received the product back, it was measured by our technicians and as it turns out, it was cut exactly to what he had ordered. It is apparent that we will never satisfy this customer. Our Customer Service agent on his last order, asked that they talk on the phone as she wanted to resolve this. He said, "That's a negative, you can provide your plan of action to this email." After refusing a phone conversation, finding that we in fact did cut his protector to the right size, processing multiple returns, refunding 2 out of 3 of his orders, sending a replacement for the other one, sending out multiple replacement products, which we shipped on our dime, being treated in an unfair way and feeling bullied to refund his money, we decided it was best for everyone to part ways. We settled up with him financially and made sure he knew he was getting a refund then needed to be done, hence the lack of communication at the end as there wasn't anything more to say. Customer service is our top priority. As you can see in the emails he provided, even though he was less than friendly at times, we stayed professional. We've been in business for 20 years, 15 with the Revdex.com and this is our first complaint with the Revdex.com. This customer is the first person we have refused to do business with as he is costing this small business money & time unnecessarily. After all the refunds, products sent, shipping, giving him a coupon, we are out many hundreds of dollars and time that we can't get back. And now we have an absurd claim to deal with. I can upload proof of his charges & refunds if you'd like.