customer
Long delay on receiving order, no communication, possible errors
Still waiting for order from November, it is now January. I understand issues with the holiday rush and whatnot, but the order was placed in November and shipped on December 23rd. It is now January 6, and no idea when delivery will occur. Also, the mockup that was sent on Christmas Eve was not what was ordered, it did not follow the instructions sent with the order, so I don't know if what shows up will be right. I then looked at your return policy and it notes that you have no requirement to fulfill the order as requested due to the "quick" turnaround on the product, which is kind of ridiculous in my opinion. Even if Mcdonald's makes an error on their products, they send they remake the item properly to the original order. Pretty much everyone does that, I think your company was the first I have ever seen that had that disclaimer. Frustratingly, it is not mentioned at any time during the ordering process, but noted only when you are looking for resolutions to an issue. Seems like a shady way to deal with errors on your part. This is somewhat laughable as well, as it took almost a month to produce and during that time I received many emails from your company advertising that there was still time to order and receive prior to the Christmas holiday, which I believe would have been impossible seeing how I'm still waiting from a November order. With that much time between the order and production, a proof could have been sent, or if the order was unclear, an email requesting clarification could be sent. Also, I sent a communication once I received the mock and I have not heard back from the company yet. All of this is quite frustrating and I'm sure it was due in part to the difficulties from COVID-19 and dealing with USPS. To make it better, it would have been nice to have some clear communication through the process indicating where the order is in the process and also receiving a response for the inquiry would have been nice. I'm sure no one will actually read this review either, so.... Also, if the proof sent out was wrong, then your team needs to work on your Quality Control/Quality Assurance program and implement some steps that would help ensure the proper product is made. Overall, this has been a disappointing experience and luckily, I only made a small order first to see how the company produces and it will only be a small loss on my end. If the order comes in incorrectly and your company will not correct the error as indicated on your website, then I will not use your service again, and I will not give any positive referrals. I have been waiting for the product to submit this review, but I got tired of waiting.
Response from GoPupSocksSep 10, 2021
Hi there Mr. John, First and foremost, on behalf of our company, we want to sincerely apologize for dropping the ball on your first order. We should have paid careful attention to the customization details you requested on your item. I am sure it was very frustrating and trust me, Mr. John, I would have been also. On the bright side, I am happy to see we got it correct the second time around when we did your replacement. Happy we got to resolve the issue. This is a growing company and we take our customer's feedback into account and we take it very seriously so we can apply some adjustments to our products and services. Improvement occurs every single day and we want our main priority to be the our valued customers. We do ask, Mr. John, to please give us another opportunity to fulfill your needs and we hope that you have a much better experience the next time you shop with us. We greatly value, respect and appreciate your business Mr. John! If you have any other questions or concerns, please feel free to contact us via email at [email protected]