CrystalPlus.comReviews of crystalplus.com

Ordered an award it came in two pieces at the end of 2022. I placed a second order for the same piece 4 months later but asked if they could attach the base to make it one piece. I was then told that the bases are attached. I then told them that my base was not attached on my first order. They then proceeded to tell me I could spend my time and money and ship the first purchased award back to them and they would fix. I asked to speak to a manager. I explained to the manager that I should not have to pay to send the award back for them to fix a mistake/missed step on their part. The manager said if I would have told them within 48 hrs they would have fixed their mistake and not made me pay to send it back. I disagree and believe now that I have spent almost $300 with them they should stand behind their product but most importantly when they skip a step in their manufacturing process not make my pay to fix their mistake! I will not use them again.

I purchased a Waterford bowl for $425. Prior to my ordered there was a 15% discount directly advertised to me and the promotion of free shipping on orders over $95. A black presentation box was displayed as being part of the purchase. First, the discount did not apply to this item, since it was a name brand. Second the free shipping was not given since I was told they were a small company and shipping of glassware is expense. The presentation box is too large for the item and nothing that you could actually use, since the bowl would need to be wrapped in bubble wrap since the box was designed for a bowl about twice the size and there is no insert to hold the bowl in place. I was told this is the box Waterford sends them. The bowl is very nice, the inscription is OK, I have certainly seen better on previous crystal awards I have ordered. My overall experience with this company was not good. I will not use them again. I respect companies that honor the offers they make. This company always has an excuse. I saw that about 30 minutes ago when I read the other reviews.

I recently used Crystal Plus to create rep awards for achievement and have enjoyed their service in the past. I had a new plaque to order (same design as previous) so, I clicked the “reorder” button and changed the sales figure to the current number….then paid with my credit card. I later received a new invoice to which added a $30.00 artwork processing fee and a $5.00 clip art fee. These were new fees that were added later by the company. So, I called the company to let them know that they already processed this artwork in a previous order and should not charge me twice for a file that already converted. I never even got that far in the conversation; the sale rep kept talking over me while I was explaining to repeat her “script”. After 3x’s of being cutoff so they can repeat their previous statement verbatim but more loudly…I demanded to speak to a manager about the sales rep’s rude behavior. The sales rep said that the manager isn’t there. I asked to speak to them immediately. The sales rep said that they would ask for them to call me back. Later that day I received an email from the manager Angelina. (These are actual emails back and forth, references can be provided upon request) ________________________________________________ (Email 1 – Crystal Plus to Me) Hello Rob, I received your request earlier today regarding a situation with one of our representatives. First off, we are sorry to hear you wish to cancel your order. Since the order has been approved and sent into production there is a $30 fee as all the order details have been set up such as creating the proof and print file. Luckliy, the haven’t been engraved otherwise we wouldn’t be able to cancel the order at all. Feel free to reference our policy here: (removed link). Also, stated in the same policy linked above we indicate additional custom options cannot be discounted which is why the order did not qualify for the discount code. Please let me know how you wish to proceed with the order. We would love to complete this award for you on our end. Best Regards, Service Manager (Email 2 – Me to Crystal) My request was to speak with a manager due to your rude customer service rep. I am not paying the cancel fee….if my card is charged, then the charge will be setup as a dispute with Visa. I paid the extra fee last time I ordered the same plaque…your artwork conversion was paid one time. You don’t get to bill me twice. Sent from my iPhone, (Email 3 – Crystal to Me) Hello Robert, I double checked your previous order and the additional logo fee was paid. The previous order number was not indcicated or mentioned in anyway on this new order so there was no way for the art department to know. However, we can definitely, refund the additional logo fee for you. In regards to the clipart fee, we do charge $5 per pc now for the stars. The last order was placed in 2019 to which we didn’t implement that fee yet so I can waive the clipart fees as well this one time. Any furture orders will incurr in the clipart fee. Please confirm you would like to keep the order as is with the refund on the additional custom options. Best Regards, Customer Service Team (Email 4 – Me to Crystal) Hello, Yes, we can proceed but let’s address the beginning of my complaint that you haven’t even mentioned. Your employee/daughter/friend/etc…whoever forwarded the original compliant to you…either didn’t inform you that I wanted to speak with you regarding their behavior or you declined to acknowledge it in either email reply to me. Sent from my iPhone, (Email 5 – Crystal to Me) Hello Robert, Your request for a call was not ignored. I am not able to contact you by phone as I am in and out of the office. We do apologize about the conversation with the representative who is an employee. The situation will be addressed directly with them to avoid future issues. I’ll have the refund processed by end of day and you’ll receive a confirmaiton email with the updated order details. If there’s anything else we can do to assist you, please feel free to contact us further Best Regards, Customer Service Team (Email 6 – Me to Crystal) I don’t suspect that you are ever going to do anything especially after stating a pretty pitiful excuse for not returning a customer’s call regarding a complaint. You never even asked me what happened…and you are a manager. Who is your manager? ________________________________________________ I went forward with the order, but you can see from the thread, at no point did the customer service manager have any desire to ask me about the issue. Due to their blatant refusal to even investigate/discuss the behavior of their staff; my company will not be ordering from this place in the future.

I placed an order for 4 award bases in mid-June. I received a proof via email and approved it. A couple of business days later, changes were requested by my company president. I called immediately to pull back the order and fix it before shipping. There was no answer, so I sent an email. Several hours later, I received a written response from Kelly V. telling me it is too late because the items had been engraved and would be shipping soon. I immediately called and Kelly V. answered the phone. Instead of attempting to work with me, she spoke over me to tell me it is my fault (which I already know and acknowledge) and the items are going to ship, but I am welcome to order 4 new items. At that point, I asked her how the customized plates were adhered to the pieces. She said they are adhered with glue and I am welcome to take them someplace local to have them replaced. I asked why Crystal Plus could not do that. After putting me on hold, she told me they could. When I asked why that was not suggested to begin with instead of allowing items we know are wrong to ship, I heard a lot of huffing and puffing, rather than an actual verbal response. At that point, I asked to speak with someone else who was very pleasant. I am hopeful she will work with me to fix the error. Crystal Plus has another competitor I have worked with several times. I have never had anything but positive experiences with them. I will continue to work with them in the future and I would only place an order with Crystal Plus when the other company is out of stock on an item I need and I could not find it anywhere else.

TERRIBLE EXPERIENCE We ordered our Wedding Champagne flute pair and added engraving and silver fill at additional cost. One flute was perfect but the other flute was missing the silver fill in some areas. When we contacted customer support, they refused a refund and asked us to ship back the badly done flute. We shipped back both the flutes so they can make sure the two look the same. However, when they were shipped back to us after being "fixed", we found that the design was indented and the fill looked very dark. It was obviously very rough work. The good flute and the bad one were like night and day! We were so disappointed in the workmanship. They told us to ship back at our own cost for a refund of the original "Sub total", we will pay for shipping both ways for their damaged product!!

I can't even make out the picture I wanted in the glass.

Site needs to be more accurate with information

don't have any complaints on their work. they will hang up on you and tell you that you "signed off". not a good example of good customer service. it was only $20 investment for me, but for big projects, go with someone else.