Simply Personalized

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Revdex.com:
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Further to our telephone conversation, my colleague was emailing the customer and it was agreed on January 23rd that we would get a replacement book shipped to the customer, which can take up to 15 business days to be received.  We have also refunded the customer their shipping charge of...

$6.99 which the customer said they have received on January 26th, along with stating they would keep an eye out for the replacement. If you need any further information, please let me know.

The customer placed her order on October 28th 2015 and requested a personalised book with standard personalisation for the Dallas Cowboys. Please find attached Example 1 - before placing the order the customer is advised of our shipping times featured on the shipping tab, once...

selected it states that the items are made to order therefore will be dispatched within 4-5 days and to refer to the shipping options for delivery.  The next step would be to place an order so the customer would select personalization which asks for the name of the recipient and message details (please see Example 2) once complete they would be taken to the basket which asks for name, address, delivery information and confirmation of shipping options and prices (please see Example 3) this also provides information of the times in which the item will be delivered which is 13 business days on the service that [redacted] selected and paid $71.98.I have checked the production on this order and can see that there was a slight delay in making the item which is why it was delivered on November 14th making it 2 days late. The customer contacted us on the 18th and stated that she had received the book without gold embossing on the front cover which had been selected on her order, however the information for this would have been selected in Example 2 and charged an extra $10.00 I have attached the difference in price in Example 4 if the customer had paid this amount her total would have been $81.98 but she had paid $71.98 please see Example 5 which is the order confirmation and authorisation of payment.The customer was responded to on Friday 20th where a replacement order was requested, this was processed and shipped by the 24th and delivered on the 30th - this is the quickest time possible for us to process a personalized product on an urgent service which is 6 business days, please seeExample 6 for [redacted] tracking.We were under the impression that this matter was resolved with regards to replacing the item, if there is a further issue with regards to the embossing this was not provided as the customer had not paid for it or requested it on the order. I have also enclosed Example 7 which is the xml file for the customers order and movements on the website as you can see there is only information for the "Cert" details which is the abbreviation for certificate there is nothing relating to Embossing.If you require any further information please contact me for assistance.