Superior POD

The order/case was reviewed and we determined that order was never completed for the customerA full refund has been issued through [redacted] for $to the email address [redacted] @***.com [redacted]

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 Regards, [redacted] ***

The product that we tried to provide for Gregg was a new product for usBeing new we ran into several major production problems, mostly caused by factors outside of our controlThey however, delay the production of the order for some timeWe attempted to send Gregg product and in the end he was not satisfied with itBecause he was not satisfied we have issued him a full refundI have attached a copy of the refund check my accounting department has mailed to GreggWe are sorry we could not fulfill his order with this new product, we still have not worked out the kinks with it and it is not a product we are offering to our customers at this give timeThank youJeff Valent

The customer placed the order as he describedThat is about the only truth to his statementNo printable art was submitted with the orderInstead the customer requested that we design his art for himWe told him we would for an additional fee (which we never billed him for)Art design works can
take anywhere from 2-weeksAfter that the production schedule startYesterday this customer left a poor review on our FaceBook pageWhen we contacted the customer he spouted the same mis-truths that he is stating here.We have responded to his emails, we have the saved email threads as proofWe have live-chatted with him via our websiteaccording to our phone records he has called once and we did not return the phone call because he also emailed and we answered his question via emailWe kept him informed every step of the wayHe was aware that when we had the artwork designed he would see a proof before we started the production process.The order as of yesterday was business days oldWhen you place an order on our website and you check out you get a page that pops up saying that orders are taking 10-business days to ship due to work loadsThat assumes that the customer uploads print ready art (which this customer did not)The customer's money has been refunded as we told him yesterday that we would doHe has taken this complaint to the Revdex.com just to try to slander and hurt Superior PODYou can see the refund details here - ***In short we provided very good customer service to this customerHe has wasted the company's time and money as it has taken much more in labor than the $order placed by this customer to deal with his lies (which we have returned now so we don't even have that)I wish there was a "Better Customer Bureau" where business could warn other businesses about not doing business with customer such as this.Please let me know if you need anything else.Jeff V***Owner - Superior POD

The order/case was reviewed and we determined that order was never completed for the customer. A full refund has been issued through [redacted] for $74.32 to the email address [redacted]@[redacted].com. [redacted]

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. 
Regards,
[redacted]

The product that we tried to provide for Gregg was a new product for us. Being new we ran into several major production problems, mostly caused by factors outside of our control. They however, delay the production of the order for some time. We attempted to send Gregg product and in the end he was...

not satisfied with it. Because he was not satisfied we have issued him a full refund. I have attached a copy of the refund check my accounting department has mailed to Gregg. We are sorry we could not fulfill his order with this new product, we still have not worked out the kinks with it and it is not a product we are offering to our customers at this give time. Thank you. Jeff Valent

At the time the customer inquired about turn around times 10-12 business days was expected. Business increased after this communication and before the order was placed and that changed turn around times. That said, We still had every intention to deliver the order in the talked about turn around...

time. Our equipment went down two different times after his order was placed. We had to get the equipment serviced and that delayed the customers order.We post all over our website that we don not guarantee turnaround times, and we state that for the reason I mentioned above. Sometimes things out of our control happen.The statement by the customer the we only contacted him once is false. I personally have emailed him many times, as well as other members of my staff. We use a program called desk.com for email and have all the communication threads to show the communication.To this day the customer still has not submitted print ready art for his boxes, which is one of our requirements. The first box submitted was not even set up to our die cutting templates. The second submission requested by us had no bleed. I asked the customer to submit usable art and he said he would. He did not. I questioned him on where the art was this morning and he said his designer was lagging behind and he did not have it. I offered to fix it for free so we could get the order out and he accepted. Our production times technically do not even start until we have good, usable art. It is stated clearly on our website.The order was planned to be completed this past weekend but our printer went down Saturday morning and we had to get it serviced. It came back online last night and we told the customer that his order would be completed and shipped immediately. I confirmed with him late this morning that the order was being printed and that he would have it in hand by the end of the week. Please read through my statement again and count how many different times I reached out to this customer.... it is a lot more than one time as he states.All that said, the order took longer than we expected it to, and longer than we like orders of this size to take. But the reasons for the delay were reasons that were out of our control. This order is currently 15 business days old. While that is longer than the 10-12 days we expected it to take it is still a very reasonable time frame for a custom manufactured product. This is an order for custom card decks with tuck boxes. It is not an order for stock product sitting around on a shelf. Everything is manufactured by hand in our shop.As I said above the order id in process right now and will be completed today, just as I communicated with the customer. Barring the post office making any errors, the customer will have in hand by the end of the week.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]