I am very disappointed with my experience with this company. I initially received an email informing me that my order was on backorder. About a month later, I received the trophy; however, I never received an engraving proof for approval before production. When I inspected the trophy, I discovered that the engraving read “7 Iron” instead of “9 Iron,” which was the wording I entered when placing the order. I even took a screenshot of the engraving details before submitting my order as proof of what was requested. I contacted customer service regarding the error and was told that if a proof is not approved within two days, the order is automatically sent to production to avoid delays. Despite the fact that I never received a proof to review, the company refused to take full responsibility for the mistake. Instead, they offered only a discounted replacement and expected me to pay again to correct an error that appeared on the final product. What was even more frustrating was the lack of follow-up communication. After I requested a fair resolution, customer service stopped responding to my emails altogether. I understand that mistakes can happen. However, what truly matters is how a company responds when those mistakes occur. Unfortunately, both the customer service and the resolution process fell far below my expectations. Based on this experience, I cannot recommend this company.
Antwort von Awards.com
Thank you, Cindy, for your feedback. We understand your frustration, but we would like to clarify a few points for future customers.
The engraving was produced as it appeared on the proof that was generated from the personalization submitted with the order. A proof and multiple reminder emails were sent, but no approval or correction was received. Because the proof matched the information in the order and remained unreviewed, it proceeded to production under our standard approval policy to avoid indefinite delays.
While you mention entering “9 Iron,” our order records reflected “7 Iron,” which is why that wording appeared on the proof and ultimately on the award. Had we received a correction before production, we would have gladly updated it.
We understand email delivery is not always perfect, which is why proof status and order details are also available through the customer account portal. While we disagreed on the source of the error, we still offered a discounted replacement as a goodwill gesture.
We regret that the experience did not meet your expectations and appreciate the opportunity to clarify the process.