O. B.
You get what you pay for.. or you don't...
We had bit of trouble with the application because the letters weren't adhering but managed to get through it.. it was a large order, so had time to get used to work with what we had even though we've installed vinyl before. On the very last install, the vinyl fell while trying to heat it up and was ruined. Knowing that they had the "Goof-Proof" policy, I contacted customer service. Their shipping is 4-7 business day and being it fell on Memorial Day weekend, I knew it would take a bit longer. I was asked for the 1-2 day shipping and was charged $35 for in order to complete this before our deadline. Wondering why it's now been 4 business days besides the prep time, I called their "Customer Service" to be told that it wouldn't get here until the following Monday. Turns out he shipment still went Ground instead of 1-2 days like I was charged for is beyond me and was told to contact FedEx to see if they could do anything or to pick it up somewhere else and if I wanted it by the deadline, they would have to charge me another $35 to get it to me. I paid extra and still didn't get what I paid for. Then the rep said if I wanted to do it that way, she'd have to put a rush order but they would get frustrated that they would have to do it again, that their losing money by sending it out again, and that I'm still saving money even if I had to pay for it again. I don't care about the cost, but I do care about what I paid for. If there was a remake fee and paying shipping, that's not a problem. But if I'm paying and expecting for something to get here in time and it doesn't, there's an issue. And I had to deal with poor customer service on top of it? I work in customer service so I completely understand mishaps occur, however the expectation of customer service is to actually make an attempt to fix error. This was the first and last time we use this place.