Salina Glass

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below *The size of their printing is NOT clearyou have to page through several web pages to find it!!!!!!!! I even sent them a company we have dealt with before, and showed them how clearly they show their itemsThey show the position of the printing in reference to the edge of the glass and the exact size of printing I would have love to reorder form that company but they do not stock this specific mug The reason I bring this up is because it is not clear on their website and as a business owner I am trying to show them what other companies do so things like this do not happenSabrina glass would rather argue than fix the problem.*Yes I did approve the proofIt is difficult to visually measure something that is 3D on a 1D emailAlso, they only show the proof in black, which they do discloseI ordered this in grey etch which makes it more difficult to seeI have ordered etch before and have been very pleasedHowever, when you have something that small in etch its very difficult to see.*We are a brewery and have been in business for yearsWe have ordered numerous shirts,hats,glasses,hoodies,mugs,and jackets with our logo on themThis is the first time in years I have had an issue like thisAlmost every company I have dealt with would flag anything that looked abnormalI have had proofs that looked good but when they printed them it was not up to their quality, so they stopped and we resolved the issueThere is a lot to deal with when it comes to screen printing itemsIt is not cut and dryHowever, I have not had a company that has been so difficult to work with than Sabrina glassThey just argue!!*What should have happened, was when I emailed them about the logo looking a bit small, they should have put in the email that the print size was 1.5"They did NOT!! Their response was they were at maximum print size for that glassThe reason I sent them a picture of the exact mug we got printed years was to show that the company used the entire printing area (about 3") not 1.5" that Sabrina glass didSo when their response was we are printing at maximum print size I assumed, base on what we ordered before from another company was the 3"Why would you not disclose the exact print size when someone questions the sizeThe reason I did not stop them at this point is because of what I stated previously about proofs and 3d vs 1DThey said maximum print size which is 3" on that glass and that is what I assumedYes the would have made the our circle logo smaller, however if they printed at maximum print size the logo would have been about 2" circleWhat I got was a 1" circle logoa huge difference!! Regards, [redacted]

Hi ***I brought up your order and it is over a month old.Per our policy:Claims and Redos Please check your order immediately upon receiptAll claims must be reported within calendar days upon receipt of goodsAll claims will be confirmed via emailWe may request pictures to be emailed or an actual sample made available for our inspectionOnce we have evaluated the claim we will promptly credit or replace the product if mandatedWe will not change the product, the logo or artwork or the imprint color when processing the redoOnce we receive the pictures we can file a claim with UPS If UPS pays the claim, we can credit you for the mugs.Thank youThis is in reference to your Request Ticket Number: [redacted] Please reply back to this email without changing the subject line if you have further clarifications

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
*The size of their printing is NOT clear. you have to page through several web pages to find it!!!!!!!! I even sent them a company we have dealt with before, and showed them how clearly they show their items. They show the position of the printing in reference to the edge of the glass and the exact size of printing.  I would have love to reorder form that company but they do not stock this specific mug.  The reason I bring this up is because it is not clear on their website and as a business owner I am trying to show them what other companies do so things like this do not happen. Sabrina glass would rather argue than fix the problem.*Yes I did approve the proof. It is difficult to visually measure something that is 3D on a 1D email. Also, they only show the proof in black, which they do disclose. I ordered this in grey etch which makes it more difficult to see. I have ordered etch before and have been very pleased. However, when you have something that small in etch its very difficult to see.*We are a brewery and have been in business for 5 years. We have ordered numerous shirts,hats,glasses,hoodies,mugs,and jackets with our logo on them. This is the first time in 5 years I have had an issue like this. Almost every company I have dealt with would flag anything that looked abnormal. I have had proofs that looked good but when they printed them it was not up to their quality, so they stopped and we resolved the issue. There is a lot to deal with when it comes to screen printing items. It is not cut and dry. However, I have not had a company that has been so difficult to work with than Sabrina glass. They just argue!!*What should have happened, was when I emailed them about the logo looking a bit small, they should have put in the email that the print size was 1.5". They did NOT!! Their response was they were at maximum print size for that glass. The reason I sent them a picture of the exact mug we got printed 3 years was to show that the company used the entire printing area (about 3") not 1.5" that Sabrina glass did. So when their response was we are printing at maximum print size I assumed, base on what we ordered before from another company was the 3". Why would you not disclose the exact print size when someone questions the size. The reason I did not stop them at this point is because of what I stated previously about proofs and 3d vs 1D. They said maximum print size which is 3" on that glass and that is what I assumed. Yes the 2017 would have made the our circle logo smaller, however if they printed at maximum print size the logo would have been about 2" circle. What I got was a 1" circle logo. a huge difference!!   
Regards,
[redacted]

Hi [redacted]I brought up your order and it is over a month old.Per our policy:Claims and Redos Please check your order immediately upon receipt. All claims must be reported within 7 calendar days upon receipt of goods. All claims will be confirmed via email. We may request pictures to be emailed or an...

actual sample made available for our inspection. Once we have evaluated the claim we will promptly credit or replace the product if mandated. We will not change the product, the logo or artwork or the imprint color when processing the redoOnce we receive the pictures we can file a claim with UPS.  If UPS pays the claim, we can credit you for the mugs.Thank you. This is in reference to your Request Ticket Number: [redacted] Please reply back to this email without changing the subject line if you have further clarifications.

We were sorry to Learn that our customer was not happy with the custom printed product that we produced for them inNovember. We are even more sorry that our conversations with them did not cLarify the situation and has resuited in aRevdex.com complaint that has no foundation.1 have enclosed several print...

outs in order to explain the situation and our position.• The issue that Mr. [redacted] seems to leverage the most is the printing surface. White the area of the glass wherewe can print may measure 2.5", screen printing needs space to begin the stroke and finish It before the actualimage, thereby reducing the actual live print area to the area we clearly list on our website.• Mr. [redacted] did approve the proof that we send before going to print. As is standard in the printing industry werequire customers to give us their final OK before sending the job to the print floor. This is a proven procedurethat removes the chances of these situations, when the customer is in charge of the visual appearance of the finalproduct.• After the order was delivered Mr. [redacted] sent of a picture of a glass mug done years ago, by a printing companyother than us. While it is a nice-looking glass, we cannot consider any information (or product) not presented tous before production. If Mr. [redacted] wished to replicate that product we have a classic example of the old saying"Could have, Would have, Should have" provided it to the printer up front.• Finally we point out the real reason that our print is 'smaller' than anticipated. Compared to the old glass Mr.[redacted] added text to the design. The year 2017 was added around the logo, obviously, that will reduce the sizeof the logo. If we go back to the old glass, it is clear that adding 2017 to this glass, would require the logo to bereduced as well.• We understand that Mr. [redacted] refused to acknowledge this in our conversations as that would require Mr.[redacted] to also accept responsibility for the final product.Given the straight forward explanations laid out here, clearly showing that this order was produced in good faith and infull accord with the information and requests that customer provided us with, I fully epcpect that this complaint will haveno negative impact on our Revdex.com profile.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not feel that the mugs broke due to any fault of UPS and I feel that it is a shift of blame on the part of Salina Glass to make resolving my issue dependent upon UPS.  The mugs are cracked and broken due to very poor packaging.  They are very loosely thrown into dividers that do not even hold the mugs from moving.  When they were shipped, approx. 1/3 of my shipment was damaged and not usable.  All I am asking of Salina Glass is that they please stand by their product!  I am a returning customer and I just want the mugs replaced as I need them for promo items.  The last time I ordered mugs from them, there were also broken mugs and I decided not to even make a big deal of it.  This is the second time and I want the mugs replace, not a refund.  This, and only this will resolve the issue.  Please see the attached photos.  I still have the broken mugs if Salina Glass wants to come to my house and inspect them.
Regards,
[redacted]