Melanie
sorry, but won’t be back
When I first saw one 800 postcards online, I thought that would work perfectly for a going away bookmark I wanted to create for Staff. I created the item and forwarded the information. Nick was very good about calling me to let me know the image was a little blurry and the quote I wanted to use would need to be re-typed. The quote had the word strength in it twice. He misspelled it the second time. When I reviewed the proof, I played it but 12 minutes later sent an email back catching the error. I didn’t get a reply even though he ad been calling about the images and emailing promptly. I emailed again two hours later. No response not even to let me know the printing could or could not be stopped. Nothing. I received the misspelled item a few days later on Tuesday. Hoping it had been corrected but it had not. I emailed nick asking if there was any way to do a reprint and get it to me by Friday. He said no. But he could give me 20% off my next order. Why no response when I emailed about the error? Why no partial refund? Why not make it right? I did not review the proof first thoroughly, but mere minutes passed. Please recognize your customer can walk out the same door they came in. I was leaving my employees to move closer to aging parents. I loved those employees and wanted them to have a small momento from me. I love the Pittsburgh Steelers but was in New Hampshire where they love the patriots and so I was using a quote from their coach about team. All of that mattered.
Response from 1800 PostcardsMar 8, 2019
Hi Melanie, Thank you for choosing to print with 1800Postcards and you do matter to us. We value our customers greatly and as Nicu has shown, we go the extra step to ensure high quality prints by checking all files manually. He regrets not catching the typo, but it is ultimately up to the customer to review the webproof in detail before approving. After approval, our production is an automated process. When you emailed him about the misspelling, it was after our operating hours and was already printing. He missed your email in the morning for an update and we do apologize for that. He did try to make it right with you after. Since we have a no refund policy after approval, he did offer you a reprint with the correct spelling, we just couldn’t get it to you in time. He didn’t want to leave you disappointed so he offered you the 20% off your next order instead. We do know that customers can come and go as they please and that is why we make every attempt to provide great customer service and prints. We are sorry we could not come up with an acceptable solution for you at that moment, but we do wish you will give us another chance. Your happiness is our number one priority so please contact [email protected] to see how else we can assist you. Regards, 1800Postcards