SquareshotReviews of squareshot.co

Response from SquareshotJan 7, 2025

Hi Sharon, I hope you’re doing well this week. I wanted to take a moment to address your concerns on behalf of the entire Squareshot team and provide some clarity about the unfortunate situation we’ve encountered. First and foremost, we’re deeply saddened that the beginning of 2025 has brought this unpleasant experience for both you and us. As I mentioned in our earlier communication, I want to reiterate: we genuinely care about our clients’ packages, so we can bring their projects to life. A lost package is disappointing for you, and it’s equally disheartening for us as we lose the opportunity to collaborate and create the exceptional results you deserve. Please know that we share in your frustration and disappointment. Let me walk you through the key points to clarify our perspective: 1) At no point have we placed blame on you for this situation. If you kindly review our communication, there is no statement that indicates otherwise. Based on the delivery information, it appears the issue occurred on USPS’s end, which aligns with challenges we’ve encountered with them in the past. I also acknowledged that we don’t recommend USPS in our automated delivery instruction emails and sincerely apologized for not additionally advising you of this during our correspondence. When I suggested contacting USPS, it was solely to help move the resolution process forward. 2) The day you informed me about the package delivery, I reached out to our studio team, including our studio assistant (who was out of the office at the time), to confirm whether the package had been received. As soon as possible that day, they clarified that the package had not been received on December 20th, as noted in your tracking details. Additionally, on January 2nd, our lead photographer conducted a thorough search of the building, but unfortunately, the package could not be located. Since the tracking number was not logged into our system-as advised in our email communication-our checks began only after you reached out on January 2nd. This delay, combined with the time that had elapsed, likely contributed to the difficulty in locating the package. 3) I fully acknowledge that I could have explicitly advised you to avoid using USPS in our email communication. For this, I sincerely apologize. I would have been sincerely happy if such guidance, provided earlier, might have altered the outcome of this situation. At the same time, since the tracking number was not logged into our system, our studio team was unaware the package was en route and believed delivery had not yet been initiated, especially given the holiday season. Had I proactively followed up with you during Christmas week, this situation, perhaps, might have been avoided as well. To sum up, we deeply share in your disappointment over the lost package. We’ve reviewed this case internally and will improve our communication processes, particularly for first-time clients, ensuring delivery preferences are communicated in even greater detail. Unfortunately, since the package never physically arrived at our studio, there’s little more we can do on our end to recover it. We strongly encourage you to continue investigating this case with USPS, as they are best positioned to assist in locating your shipment. We understand how negative this situation may seem from your perspective, but please consider that we, as a company, cannot be held responsible for a delivery that did not make it to our studio. This situation cannot truly define us as a service, as we did not even have a chance to begin working on your project. I personally hope that the lost package can either be found or reimbursed by the delivery service. With kind regards, Alina and the Squareshot team