Regal PawtraitsReviews of regalpawtraits.com

Response from Regal PawtraitsMay 14, 2024

Nicki, We're deeply sorry to hear about your experience and the frustration it has caused. We understand the importance of receiving orders in time, especially when they're intended as gifts. Upon reviewing the shipping details provided by FedEx, it appears that delivery was attempted at your address, but unfortunately, it was unsuccessful due to your absence. We apologize for any inconvenience this may have caused. You can see that delivery was attempted by Fedex and not done because of your absence here: https://www.fedex.com/fedextrack/?trknbr=787393266668&trkqual=2460283000~787393266668~FX We want to assure you that we shipped your order to the correct address as requested. However, we understand that this doesn't change the fact that you did not receive your package as expected. In light of the situation, we have already processed a full refund for your order to address the disappointment you've experienced. Please accept our sincerest apologies for any inconvenience caused. If there's anything else we can do to assist you or if you have any further concerns, please don't hesitate to reach out to us directly.

Response from Regal PawtraitsMay 14, 2024

Matt, We're glad to hear that you finally received your order and that the piece itself meets your expectations. We apologize for the inconvenience caused by the delayed status update on our website, which was due to a technical error. Regarding the scam allegation, we assure you that we are a legitimate business dedicated to providing quality products and services. We understand your frustration, and we apologize for the lack of communication. Please know that we take your feedback seriously, and we're actively working to address the issues you've raised. We're committed to improving our communication channels and ensuring a smoother experience for our customers in the future. If there's anything else we can do to assist you or if you have any further concerns, please don't hesitate to reach out to us directly.

Response from Regal PawtraitsMay 14, 2024

Diedre, We understand the frustration caused by the lack of communication and apologize for any inconvenience. During the holiday season, we experienced an unexpectedly high volume of inquiries, which led to delays in our response times. Upon reviewing your order, we see that your proof was approved on December 7. However, we regret to inform you that by the time we received your address update request on December 14, your order had already been shipped. Unfortunately, we were unable to change the address at that point. Please know that we take your feedback seriously, and we're actively working to improve our communication processes to ensure a smoother experience for all our customers. If you have any further concerns or if there's anything else we can assist you with, please don't hesitate to reach out to us directly. Thank you for bringing this to our attention, and we apologize for any inconvenience caused.

Response from Regal PawtraitsMay 14, 2024

Sherry, We appreciate your feedback, and we understand your frustration with the delayed response, especially during the busy holiday season. However, we need to clarify some misconceptions in your review. Firstly, we sent shipping notifications to the email address provided during checkout (s***********[email protected]), a standard procedure that may have landed in your spam or promotions folder. Regarding your claim about the missing crown, we never received such a request. Your specific instruction was to adjust the placement of the lacey collar and cat head, a revision promptly executed in the proofs. This is your request verbatim: "Can you move the lacey collar and cat head farther down onto the top of the purple dress? It looks like the cats head and collar are floating off the dress.The cat in the orange dress is perfect. Thank you!" As for questioning our legitimacy, we provided you with proofs, revised proofs, and ultimately delivered your canvas within the timeframe for your selected shipping option. This highlights our commitment to delivering on our promises. We take pride in our brand's integrity, and such accusations are unfounded and damaging. We're dedicated to ensuring customer satisfaction and maintaining our reputation. Should you have further concerns or require assistance, please don't hesitate to reach out to us directly. Thank you for your understanding.

Response from Regal PawtraitsMay 14, 2024

Klee, We understand your disappointment, and we want to address your concerns while maintaining transparency about our policies. After you approved the proof, it was promptly sent for production and shipping, as clearly stated in our website and proof emails. Unfortunately, changes are not possible once the proof is approved, regardless of any additional payment. Moreover, we offer unlimited revisions to ensure customer satisfaction. If you had requested the crown addition during the proofing stage, we would have gladly accommodated your request. However, once the portrait has shipped, modifications are no longer feasible. We regret any misunderstanding but stand by our policies, which are communicated clearly to all our customers. Despite this, we understand your frustration and are open to discussing potential solutions. Please reach out to us directly so we can address your concerns and find a resolution. Thank you for bringing this to our attention.