Complaints

• Initial Complaint

  09/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered and paid for a dance floor logo to be installed on wedding day 9/1/2024 response from vendor was very delayed each time - never read emails finally submitted a proof to me never heard from him again until 3 days before wedding when he informed me that an outside vendor would be installing logo;Day of wedding - received a call from installer that he was there to install and where was the logo?he never received the logo and he sprung into action and had his company reproduce the logo and then installed it.yesterday, I demanded from the original vendor to reimburse my original payment as there was a second charge from the installer to reproduce and install.vendor refused saying I ultimately received "a logo"the stress on the day of wedding was incredible this business does not deserve to stay in business I would be happy to relay more details to someone over the phone.

  Business response

  09/17/2024

  The customer (********) placed an order for a graphic to be installed on the Dance floor of her daughters wedding. I have a certified 3M installer that I contract for medium to large installs such as this one.

  The day of the install there was hick-up with getting the material to the install location. I let my contractor/Installer know (********************) a company I have been doing business with for years. He reprinted the graphic at his own shop at my expense. I confirmed with my installer that NO additional charges or invoices will be given to the customer (********)

  ******** DID NOT PAY ANYTHING ADDITIONAL. ******** ONLY PAID THE ORIGINAL INVOICE AMOUNT WE AGREED ON $271.88 

  Printing Galore is not perfect sometimes plans change! However, We got the install done in-time for her Daughters big day and it looked great!

  I've attached some email correspondence above, please take a look at that.

  At the end of ********** email she states; "Word of advice - don't ever create added stress for a mother of the bride - their wrath will be unleashed."

  Customer service is one of our main focuses here at Printing Galore. As much as it saddens me to see a customer unsatisfied, I believe the nature of this complaint is an arbitrary display of that "wrath"

  Thank you for your time!

  -******

  Customer response

  09/17/2024

   I am rejecting this response because:  ************ truly lacks the professionalism and follow through that a paying customer would expect.  And now you see how long it took for him to respond to this complaint.  He DID NOT provide the decal that I paid for to be installed.  Instead, his installer reacted to a crisis and did what he thought would remedy the situation and recreated the logo that I had purchased from Printing Galore.  The installer did this on a Sunday on Labor Day weekend.  If this installer would not have had access to a print shop to do this, we would not have received the product I paid for.  

  From the time I was made aware of this problem to the actual resolution was extremely stressful and I was in the midst of photography sessions with my daughter and family all while managing updates from the installer.  And I am correct in stating " to never create added stress for a mother of the bride - their wrath will be unleashed."   The debacle from Printing Galore was remedied by an outsourced installer who said that "he would try to do whatever possible to make something happen because with weddings, there is no room for disappointment."

  I will be happy to have a phone call with BBB to add more detail of the experience from point of contact to 3 days before the wedding.  And by the way, the installer agrees that Printing Galore should refund the money.  Printing Galore actually paid the installer LESS than I paid to Printing Galore so also profited on the debacle.

   

  ******** *******

   ************

  
  

  Business response

  09/18/2024

  First ******** stated that she was given an additional invoice by my installer. That is just simply not true. My installer will also confirm they did not present to her any invoice or price for the job. Now ******** is stating that my cost was less than her invoice and I'm profiting, which is also NOT TRUE. Respectfully, this is defamation of my business. I have attached the invoice from my installer for your record. No denying Printing Galore made a logistical mistake with the material, however, I am the one that worked with the installer to get the graphic re-printed at MY expense. We are taking a loss on this job to ensure that my customer (********) is taken care of for any inconveniences she may of experienced. Ultimately this issue was resolved on the day of the install.

  A full refund for a job that was delivered and installed ON-TIME is unrealistic.

  Customer response

  09/19/2024

   I am rejecting this response because: I never stated that I received another invoice from the installer.  I do know that the installer was paid by Printing Galore for a lesser amount than I paid.  This is an obvious example of the non-delivery of a contracted product by the vendor.  I am asking for the reimbursement of the $271.88.  If Printing Galore does not agree, and the BBB cannot not resolve this request, I will pursue other means.  This experience with Printing Galore should be noted so others do not have this experience.  I suggest an F rating from the BBB.
  
  
  

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