David Lombardino | DLA Editors — Editorial & ConsultingReviews of dlaeditors.com

Response from David Lombardino | DLA Editors — Editorial & ConsultingJan 5, 2016

Thank you for sharing this feedback about your experience. Depending on the project type, word count and time of submission, we do offer same-day turnaround time with our Express and Rush Delivery options. However, we do not offer delivery times on Saturdays, Sundays and holidays. Our holidays are: Memorial Day, Independence Day, the first Monday of November (in place of Labor Day), Thanksgiving Thursday and Friday, Christmas Eve and Day, and New Year's Eve and Day. In those cases, the delivery times are offered for the next business day. In this case, the client wished both to submit and have her document edited on New Year's Eve. While this is something we would not normally do, we made an exception and offered to the client that if she had the document to us first thing New Year's Eve morning we could have it to her later in the day. Instead of submitting her document first thing in the morning, she waited until the afternoon. Because it was so late, we at first thought we would have to cancel the project and refund the client's money. However, one of our editors was able to go to the office just to edit her document that same afternoon. We received an email from the client, after her initial submission, with an updated version of her document for editing. However, as stated on the FAQ page of our website, we are unable to accept updated versions of documents once they have been submitted for editing.

Response from David Lombardino | DLA Editors — Editorial & ConsultingDec 9, 2015

Thank you, Wai-Ka, for sharing your experience. We are glad you mentioned it, since the question of what is covered under which service is one we have aimed to address by providing a clear description on our website but nonetheless still comes up with relative frequency. Will you let us know of any suggestion you have for improving the visibility of this information so we can implement a better solution? Currently we have multiple ways to access the description of what is covered under which service. First is by clicking on SERVICES in the main menu. Next is that every mention of a specific service on our Pricing, Free Sample, Quick Quote Calculator and Document Submission Form pages is a link to a description of that service. We strongly encourage all clients to review these service descriptions and to ask any questions about which service is most appropriate for what they are looking to accomlish before submitting a project. We are happy to answer any and all questions by phone, live chat or email, and endeavor to provide timely responses to all inquiries during our business hours.