Regal PawtraitsReviews of regalpawtraits.com

Response from Regal PawtraitsDec 22, 2024

Dear Anna, First, let me express my deepest condolences for your loss. I can’t imagine the heartbreak you must be feeling, and I deeply regret that we’ve added any additional stress during this difficult time. I have reviewed your order and wanted to provide you with an update. USPS has now updated the tracking information, and your package is currently in transit. It is expected to be delivered by Monday, December 23, 2024, by 9:00 PM. Here is the latest tracking information for your reference: USPS Tracking Link: https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=2&text28777=&tLabels=9434636208071274783477 We should have communicated better throughout this process, and for that, I sincerely apologize. Please rest assured that we are monitoring this closely to ensure your order arrives as expected. If there are any further concerns, feel free to contact me directly at [email protected]. Thank you for your patience, and I truly hope the pawtrait brings comfort and joy during the holiday season. Warm regards, Sofia, Co-Founder, RegalPawtraits

Response from Regal PawtraitsAug 20, 2026

Hi Irina, we’re genuinely sorry to hear that you were disappointed with the final portrait. We do want to provide some context, as our records show that your order went through several rounds of proofing and revisions. You requested changes to the background, removal of the title, and adjustments to make the head placement look more natural, and our artist provided updated proofs in response to that feedback. A third revised proof was then sent on 17 June. When no further response was received, the proofing system automatically approved it on 21 June. Our proofing process is designed specifically to give customers the opportunity to request changes before an order moves forward, and we’re always happy to continue refining the artwork when feedback is provided. We’re sorry that the final result still did not meet your expectations, but we also want to reassure future customers that this order was not completed without consultation — multiple revisions were made based on the feedback received, and the final proof remained available for further comments before it was automatically approved.

Response from Regal PawtraitsMay 14, 2024

Hi Karalee, We sincerely apologize for any inconvenience you experienced and appreciate you taking the time to share your feedback. We understand the frustration of not receiving a response when seeking changes to an approved proof. It's important to clarify that our process stipulates that once a proof is approved, it proceeds directly to printing. We regret any misunderstanding regarding this policy, and we apologize for not communicating it more clearly in our emails. We're committed to improving our communication channels to ensure better clarity for our valued customers in the future. Please know that we take your feedback seriously, and we're here to assist you further. We would like to make things right for you and will gladly send you the changes requested after proof approval digitally at no cost. Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding as we address this matter. Thank you for bringing this to our attention, and we look forward to the opportunity to regain your trust and satisfaction.

Response from Regal PawtraitsMay 14, 2024

We're sorry to hear about your negative experience, although we couldn't find your order in our records. Ensuring the satisfaction of our customers is our top priority, and we're disappointed to learn that you encountered difficulties with your canvas order. We strive to provide excellent service and promptly address any issues that may arise. If you could kindly provide us with more details about your order, we'll investigate the matter further and work to resolve any errors that occurred. Thank you for bringing this to our attention, and we apologize for any inconvenience caused. Please don't hesitate to reach out to us directly with your order details, and we'll do our best to assist you.

Response from Regal PawtraitsMay 14, 2024

Hi Troy, I've sent you the HD digital version of your portrait over email :) We apologize if there was any oversight in our previous communication due to the busy holiday season. It's possible that our automated email with the approved proof may have been missed or filtered into your spam or promotions folder. We're committed to ensuring that all our customers receive the assistance and information they need in a timely manner, and we'll take steps to improve our email delivery and communication process to prevent similar issues in the future. We appreciate your understanding and patience, and we're here to assist you further if you have any other questions or concerns. Thank you for giving us the opportunity to address this matter, and we hope you enjoy your digital portrait. Regards, Cecilia

Response from Regal PawtraitsMay 14, 2024

Monica, We appreciate you taking the time to share your experience, although we're disheartened by the omission of certain details. Firstly, we want to clarify that while a tip option is available during checkout, it is entirely voluntary, and no customer is under any obligation to leave a tip. Furthermore, it's important to note that when you initially contacted us with your request for changes to the proof, we were more than willing to assist. Throughout our correspondence, we made every effort to accommodate your requests promptly and professionally. Each time you sent a new photo for your portrait, we diligently created a revised version, a process which typically takes 1-3 business days per revision. Despite our commitment to meeting your expectations within these reasonable timeframes, it appears there was a misalignment in understanding regarding the revisions. However, we regret that we were not provided with specific details regarding the changes you desired. Additionally, we reached out to you in a timely manner via Messenger to address your concerns, but we encountered a lack of cooperation and faced rudeness, including threats of public bad reviews on BBB and trustpilot. We take pride in our commitment to customer satisfaction and ethical business practices. While we understand that misunderstandings can occur, we cannot condone or engage with coercive behavior. We remain open to resolving any outstanding issues and welcome further discussion to ensure your satisfaction. Please feel free to contact us directly so we can address your concerns comprehensively. Thank you for your understanding and for bringing these matters to our attention.

Response from Regal PawtraitsMay 14, 2024

Hi PierLuca, We sincerely apologize for the inconvenience you've experienced with your order delivery. It's deeply regrettable that your portrait was sent to the wrong address, leading to further complications with its return to us. Please know that we take your concerns seriously, and we're actively working to address the issue and ensure a satisfactory resolution. We've initiated a full refund for your order to rectify the situation and acknowledge the inconvenience you've faced. Additionally, we're enhancing our communication channels to prevent similar occurrences in the future. Your feedback is invaluable to us, and we appreciate your willingness to update your review upon resolution. Please reach out to us directly with your order details so we can prioritize the resolution of this matter for you. Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience caused. We're committed to restoring your trust and providing you with the quality service you deserve

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.