Penny P.
A disappointing and unsatisfactory experience
We have placed several orders recently that provided for both an excellent experience and outcome. However, this most recent order was very disappointing. I understand the policy of no changes once the order has been placed. On this particular artwork we were combining items which created a duplication, and we were a tiny bit late to catch it. I had sent an urgent email in the afternoon of the order being placed as well as calling around 8am our time the next morning. I was assured by Katrina that we were in time, she said she completely understood, and the process had not been started. A few hours later she sent an email to the contrary and now we are going to be out the entire cost of the order and with 50 cans that can’t be used for resale. Had I not caught it so quickly and not been assured that it was in time, that’s one thing. But this is another and the reason stated was “Unfortunately, we are unable to cancel the order at this stage due to our cancellation policy. All customized Roastar Design Lab orders are considered final sale once submitted and cannot be canceled or refunded.” I think business relationships are so important in retaining clients. I was assured this could have been avoided but learned that it was not because it was more important for your policy to be upheld that to assist a repeat client and that’s unfortunate.
Response from RoastarMay 2, 2025
Hello, We’re very sorry for the miscommunication regarding this order and the inconvenience caused. Your experience with Roastar is our top priority, and we always strive for a quick and seamless ordering process every time. We appreciate you sharing that your previous experiences were excellent, and we hope we've proved our dedication to our customer service and satisfaction. We’d like to make this right, and a representative has reached out to you directly.