Precision Printing

Eagle United U.S.AInc.DBA Eagle Mountain Flag & Flagpole [redacted] ** ***###-###-#### June 12, [redacted] Dear Ms [redacted] :Eagle Mountain Flag and Flagpole has received your letter concerning the complaint that was submitted on 6/5/and assigned an ID of [redacted] Response to Customer’s Statement of the Problem:On 5/8/Eagle Mountain flag received an order for a custom [redacted] flag (flag made to customer’s requirements with their specific information) The ship to address given to our company was a military APO Shipping to an APO requires the use of USPS delivery The destination of the APO is not known by the shipper and tracking is not available once the package is delivered to the APO The APO then forwards the package to its destination overseasThe sender has no way of knowing the length of time it will take the package to get to the destination Before placing the order an e-mail was sent to the customer stating:On May 2015, at 19:34, [redacted] wrote:Custom flags are running at least weeks right nowIt is our busy seasonI will need to receive payment so I start the orderThe shipping will be 15.00, making the total 154.90Please contact me soon so I get this to production for you.At the time of order the customer did not state that they needed the flag by a certain date The flag shipped in ½ weeks from the date of the order The customer contacted our company once weeks had passed and was upset he had not received the flag During this conversation was the first time we were made aware that the flag was for an event occurring that week We shipped the flag to the APO as requested, but as stated above, we have no control of the delivery time from the APO to its destination.At this time we believe the dispute has been resolved in a mutually satisfactory manner The customer has received a full refund for the flag and shipping costs The flag has been shipped and he should receive delivery from his APO Our company would like the customer can keep the flag at no cost to him.We apologize for any miss communication or miss understanding It is our hope that the customer will be satisfied by our company’s decisions to allow him a full refund and to keep the flag.Sincerely, [redacted] ***Treasurer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
The first flag I received (according to the two orders in dispute) did not meet the company policyI was told they are required to stamp or tag each item made by them(according to the sales rep)They failed to stamp or tag the flagThe second flag contained both a tag on the back and a stamp on the front, which they also admitted was an errorI have no problem with them tagging or stamping the flag, but three prior flags did not have a stamp in the front and there was no warning of thisThe company has a drop down menu for parade issues, but not for framing issuesThere was no way of knowing the flag would have thisThe company was less than receptive to this issue. I called the company at approximately 2:on a FridayI asked to speak with Desiree and the receptionist stated, "Sure, may I ask who's calling," but did not say, she's in a meetingWhen I advised who it was, she responded that Desiree was in a meeting until close at (very early)I then asked if she could just call at 3:And she replied that all workers would be locked out at (very odd thing to say)I then asked if she had a cell she could call me on because I'm following up on an email that I had just receivedThe receptionist then said, "Well, I'm sure she does, but that's after hours." At no point was I rude or upset, she just had odd responses as if they were avoiding meI also never asked for a personal cell phone, and allegation of that is a blatant lieI was, however, told that I should expect a return call before the end of their work day or by Monday, neither of which occurred. I don't understand why they apologize for labeling their product when that was never disputedWhat was in dispute is that they placed it on the front of the flag and admitted it was an errorThis has been the most difficult issue of dealing with them is they are not listening and don't seem to care. I still accept the refund and have changed a number of reviews to neutral or deleted them altogetherI noticed that they fixed the misspelling of "Culpeper," I just wish they would take the same criticism and ensure their products are more uniform or the customer knows that the lableing/stamping could be an issueIt's also odd they were going to tell me to keep the flags when each decision was presented as final and I was never advised that things were in the processI'm not mad about losing the flags, because they were flawed, but I am upset I spent $dollars to ship them backI'll stray away from this business, but I thank them for working with me through the Revdex.com, as late as it was.
Regards,
Martin K***

Eagle United U.S.A. Inc.DBA Eagle Mountain Flag &
Flagpole[redacted]
[redacted]...

[redacted]###-###-####                             ...⇄ June 12, 2015[redacted]Dear Ms [redacted]:Eagle Mountain Flag and Flagpole
has received your letter concerning the complaint that was submitted on
6/5/2015 and assigned an ID of [redacted].  Response to Customer’s
Statement of the Problem:On 5/8/2015 Eagle Mountain
flag received an order for a custom [redacted] flag (flag made to customer’s
requirements with their specific information). 
The ship to address given to our company was a military APO.  Shipping to an APO requires the use of USPS
delivery.  The destination of the APO is
not known by the shipper and tracking is not available once the package is
delivered to the APO.  The APO then
forwards the package to its destination overseas. The sender has no way of
knowing the length of time it will take the package to get to the
destination.  Before placing the order an
e-mail was sent to the customer stating:On 07 May 2015, at 19:34, [redacted] <[redacted]@eaglemountainflag.com>
wrote:Custom
flags are running at least 2 weeks right now. It is our busy season. I
will need to receive payment so I start the order. The shipping will be 15.00,
making the total 154.90Please
contact me soon so I get this to production for you.At the time of order the
customer did not state that they needed the flag by a certain date.  The flag shipped in 3 ½ weeks from the date
of the order.  The customer contacted our
company once 3 weeks had passed and was upset he had not received the
flag.  During this conversation was the
first time we were made aware that the flag was for an event occurring that
week.  We shipped the flag to the APO as
requested, but as stated above, we have no control of the delivery time from
the APO to its destination.At this time we believe the
dispute has been resolved in a mutually satisfactory manner.  The customer has received a full refund for
the flag and shipping costs.  The flag
has been shipped and he should receive delivery from his APO.  Our company would like the customer can keep
the flag at no cost to him.We apologize for any miss
communication or miss understanding.  It
is our hope that the customer will be satisfied by our company’s decisions to
allow him a full refund and to keep the flag.Sincerely,[redacted]Treasurer

We have actually refunded the customer's money IN FULL just to resolve an argument over a flag having a label on it.   The customer has purchased flags from us before and we always do our best to provide the best customer service possible to all of our customers.  The customer had 2...

recent orders which he is referring to.  Originally, the first order had NO issues and was ordered and shipped on 1/15/18 and no complaint or problems were communicated to us. The 2nd order which was the same flag but a smaller size had a label on it that he claims was not on our other flags.   We were very pleasant in explaining to him that ALL manufactured items have a manufacturer label on it somewhere.  If he had gotten one without the label, it was overlooked at the factory.   He was very unhappy as this flag was to be framed.  We do get many requests from customers where they plan on framing a flag and normally are notified of that or they call with questions and we manufacture the flag as per the customers use.  He began to get very frustrated and stated well how are the customers sapposed to know that the flag is going to have a label, why dont you warn them??  That is when I (Desiree C[redacted]) stated well, sir, we really haven't had this come up prior to this situation but that we would be happy to take the flag back and get him one without the label.   We took his complaint very seriously but since we did not receive any special instructions for the order, he would have to pay for return shipping. He then decided that he did not want the earlier flag as well, there was nothing wrong with that flag and it was obviously  out of anger that he decided he did not want the product after having it in his possession for nearly 30 days.   Since there was no claim or defect on the flag I said we would take it back, but there would be a restocking fee, if he would have contacted us with an actual issue with the flag right away, I would have happily taken it back.  People return flags all the time and understand that if there is no manufacturer defect in the flag and they either ordered it wrong, or just plain do not want it, they are responsible for shipping.  We get charged for the shipping and do not refund that unless there is an error on our part.  We are very good at taking care of our customers.  In the end I told him I would take back both flags, but he would have to pay the shipping.   He then called very angry 5 mins before closing time when I was on a conference call and was insisiting on getting my personal cell phone.  We do not give our personal cell #'s so I figured I would respond to him Monday when we reopened.  However, at the time, he was becoming so unreasonable and rude that the owner and I decided to give a FULL REFUND so we could part and we could go our separate ways as the arguing was not worth it.   We were even going to tell him to keep the flags, I did not get a chance to tell him as we are closed on the weekends.  I have issued him 2 FULL credits on both orders which we did out of wanting to please the customer and resolve this issue.    Eagle Mountain has done our part and do not apologize for having our labels on our products just as all other products do, we even refunded the shipping, if he would have waited for my response upon reopening, he could have kept the flags and gotten all his money as well. Please contact me with further questions.  Thank you for your time!!!

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.
Additionally, I would like to recommend that eagle
mountain's customer service is far below the industry's standard and requires
immediate improvement. The order was placed via phone to a customer sales
representative which stated the order required approximately two weeks to the
time of delivery. Under the assumption that eagle mountain will have a
difficulty tracking the order to an APO address, I did not request a specified
date of delivery. However, I did not know that eagle mountain will use my
sympathy as a casing point for this disagreement. Regardless, I accept eagle
mountain's proposal and I am glad this matter is resolved.
Regards,
[redacted]

Initial Business Response /* (1000, 6, 2016/04/12) */
We have been in business for 28 years without a single complaint with the Revdex.com.
Customer presented a color flyer (which she had previously created) and requested that we produce 100 business cards with the same information. We made a black &...

white copy from which to work, as she wanted the business cards in black and white. We asked her to e-mail the graphic she was using because we did not have that particular graphic in our "stock" graphics. Once we received the image via e-mail, we were able to see that the graphic was "water-marked" and copy righted by [redacted].com. Since we would be violating the terms and policy of [redacted] we contacted Ms [redacted] and advised her we would be unable to use the graphic unless she could provide us with written permission from the artist for use, or we could use a "stock" image on file. She got upset on the phone and basically called us liars and said she would just go somewhere else and would be in to get a refund.
Our business card policy (posted prominently for customers to see) is "all orders for 100 business cards are to be paid for when ordered. Due to the personalized nature of these cards, NO refunds will be given." We did however refund Ms [redacted]'s money when she returned and asked for it. At this time, we once again attempted to explain the "watermark and copy-right" policy for [redacted] and that we could not use or modify this graphic without violating that policy and "breaking" Federal copyright laws. We even handed her a copy of the terms and policy we had printed from [redacted] (which her husband crumbled up and threw on the floor, later picked up and tossed in the trash can by him).
She demanded the black and white copy be given to her, and we explained that was our property (copied with our machine, on our paper stock, for our use). She became loud and belligerent at this time and we asked her to leave the premises. She threatened to call Revdex.com and left after yelling a few more words at us.
If Ms [redacted] was offended by the smoke, all she had to do was say something and Mr. [redacted] would have gladly stopped smoking while she was in the building. However, she made NO mention of having asthma. We respect the rights of customers who have asthma or other allergies to smoke and do cease smoking when they are in our business. We are one of the few businesses who welcome smokers and non-smokers alike.
The 267 copies referenced were made on our "self-service" copier. This means they used their original and made the copies themselves. We DO NOT keep any originals made on the "self-service" copier. We did however, make one black & white copy for reference in order to typeset the 100 business cards requested.
I did not threaten to call the police, however we did intimate we would do so, due to their belligerent attitude and speaking very loudly to me in my place of business, that if they did not leave, the police would be called to have them removed. By law any materials printed on my product, remains the property of my print shop. We DO NOT have any original document belonging to Ms [redacted].
As far as reimbursing Ms [redacted] for the cost of her flyer and her time to create it.........she had already done that when she came into the business and we feel that is certainly not our responsibility. We had no involvement in the creation of said document.
There is a sign posted on the door with our policy: "If we please you, tell others, If we don't tell us" We have always been able to rectify any problem by calmly discussing the issues with our customers. This couple continuously spoke loudly, intimated we were liars even though we had proof of the illegality for using a copyrighted graphic. Therefore, we were not able to resolve this situation with this customer.
We regret this issue could not be resolved in a normal business manner because the customer would not allow us to explain the issue and offer an alternative. There was NO defamation of the character of Mr or Mrs [redacted] implied or intended or spoken. We tried to simply state facts that are easily read by anyone who will take the time to read them when we provided a copy to the [redacted] (terms & policy of [redacted]