SDI Digital Imaging Inc

Thanks for the opportunity to respond to this complaint from Ms***. We have taken the time to complete a timeline of the problem that this customer experienced and how we resolved the problem. The timeline and resolution is as follows.- The item was ordered on May 29. The
item that the customer ordered is an item that we do not make ourselves and is ordered from a supplier in the United States. This process takes approximately weeks plus the delivery time to get from the US to our location. This customers order was part of a large group order. The approximate delivery date for the order was the groups delivery date as this order was part of a larger group order for the entire *** *** ***. The approximate delivery date *** was given was June 26, 2016. If the customer did ask they would have been told the delivery is approximately four weeks and if they wanted to confirm an exact date they would need to confirm it with the photo organizer from *** ***.- The pictures and other ordered products were complete and ready for pickup on June 22, four days ahead of the anticipated delivery date. On Jun 26, *** picked up the orders from our office. Due to the nature of how these orders are dealt with, we have no idea at this point how delivery to the final customer is handled and the timing of the delivery as it is in the hands of the *** *** organization.- weeks after delivering initially, during the week of Aug 8, the customer informed us of the problem and my staff let them know that we would remedy the problem. If my Staff was asked ( and I am unsure if they were), because of the fact that this product is one that we do not produce internally that it could be - weeks for the product to get back to us, but we would be happy to fix the product and ship it directly to Ms*** once we received it from our supplier.- We produced an internal docket for the repair of the problem and unfortunately the person that completes the artwork and orders the blankets was on holidays and the beach towel artwork was not repaired and reordered until they first day they returned from holidays on August - The supplier we use is not the most reliable, ( and unfortunately they are the sole place we are able to order these items from) and they did not ship the order to us until September 29. The item is shipped *** *** to us and was received in our hands the afternoon of October 12. The item was checked for accuracy to ensure there were no further problems. The order was repackaged and prepared for shipping on October - It was taken to *** *** and shipped directly to the customer on October 14. It was received by Ms*** on Oct We are unhappy with the length of time that this problem took to get resolved. The main issue is the fact that we have to utilize an outside company to produce these products. Because of our ongoing problems with this supplier we have had numerous discussions with them and we have been assigned a new representative to handle these ongoing servece issues. The bigger problem we have is that they are the sole company who we can find to produce these items at a reasonable price. It is this reliance on a third party that puts us in a position where we cannot respond to situations as fast as we would like. We have built in procedures to alleviate these problems during initial delivery, but if there are any errors with the product it seems to take a long period to get them resolved which unfortunately makes our company look unresponsive to our customers. We have attempted to find alternative suppliers but have been unable to find anyone else that meets our requirements We hope the delivery of the corrected products resolves this problem and understand Ms*** frustations and we will continue to do all we can do to work with our third party supplier to fix their lack of responsiveness to problems.Sincerely,Murray S*** Managing Partner, SDI Digital Imaging Inc