CrystalPlus.comReviews of crystalplus.com

Response from CrystalPlus.comJul 8, 2025

Hello Tara, Thank you for sharing your concerns. We understand how disappointing this situation has been, and we would like to clarify our policies and the sequence of events of your order timeline, based on our records of communication. When your initial order proof was emailed on 6/11, we received a response from you that simply stated: “I need to make changes.” However, this response did not specify what exact changes were required, and we received no response from you after we followed up regarding those changes. We were not informed about the details of your circumstances regarding the pending wedding date, and no hold was requested to be put on your order production. Our team continued to reach out to you over the course of the next few weeks, including sending multiple reminder emails prompting your approval or clarification on your changes, but we received no response. As a result, our team proceeded as per our company policy, which states: “Before we send you an artwork proof, you may cancel or change your order without any charges or fees within 2 weeks. After 2 weeks, if we still have not received your proof approval or the request to put the order on hold, we will proceed to producing your order based on the last proof sent. Once the order is in production or on hold to postpone proof approval, the order cannot be cancelled or changed.” Please note that this policy is outlined on our website before checkout, in our order confirmation email that is sent to you after checkout, on our artwork proof pages, and in our terms of service. While we do typically require approval before we move an order into production, if no response or communication is received within 14 days, we will proceed with production to ensure all orders move forward in a timely manner for proofing and manufacturing. Since these policies are clearly communicated and our team followed company procedures as outlined, we are unfortunately unable to offer you a refund or replacement. We hope this clarifies your concerns and sincerely apologize for the inconvenience. However, as a gesture of goodwill and our commitment to customer satisfaction, we would like to extend you a courtesy 10% discount on the subtotal of your flutes. Please note that since this is a personalized name brand product and our pricing includes complimentary engraving for each item for one logo and text, our flexibility on pricing adjustments is limited. Regardless, we want to show our appreciation for your business and affirm our dedication to excellent customer care. We truly appreciate your understanding and continued support. If you have any further questions or would like to proceed with the discount, please reach out to our Customer Service Team and we will be happy to help you out. Thank you, Crystal Plus