1 reviews | Active since Aug 2023
Failure/and or refusal to return payment for undelivered paid order
On the 27 June 2023, a book banner including design work was ordered and paid for on invoice. Prior to placing the order, Lakiesha of Print 24, Umhlanga assured me that the turn around time inclusive of delivery is 24 hours. 2 days later I was sent the artwork to sign off. The colours were completely different to the images I had sent them. I was given an appointment to go in and see the designer. I did this and the colours were corrected, the banner redesigned and signed off. At their offices I advised them that I was going on a cross country book tour on the 13 July 2023 and banner needed to be delivered prior to the date. I was assured that it would be. I started chasing up the banner about 3 days after my attendance at their office. Keisha, the dispatch lady, assured me that it would be delivered by the afternoon. No banner was delivered. I called again and was told it will be delivered the next morning. The goal post kept on shifting until the 12th hour when I was told that they do not have stands for the banner. I had to go on my tour without the banner. My attorney then chase up the banner in the hopes of sending it by courier where ever I was only to be told my Keisha that I needed to approve the printed banner before they deliver. This off course was impossible as I had already left to Gauteng. Keisha then cancelled the order and asked my attorney for my banking details which was furnished to her. On the 13 July, this cancellation was confirmed via email. Since then several calls and messages were made and sent to both Lakeisha and Keisha and were given their undertaking that they will follow up with their accounts department and revert with feedback (which they never do). Today is the 23 August 2023 and todate, Print 24, Umhlanga has failed and or refused to return the payment made to them. I am not sure how many other clients (if any) they have done this to or are doing this to. Not only am I shocked at their poor service but their failure to return payment after confirming that they will.
First and foremost, I want to sincerely apologize for the experience you've had with our company. It is my understanding from your email that there were multiple failures on our end in terms of communication, delivery of service, and subsequent follow-up regarding the refund. This is not the standard of service that Print 24, Umhlanga stands for.
In addressing each point:
- Turnaround Time & Artwork: I regret that the initial promise of a 24-hour turnaround time was not met. Moreover, I understand the frustration that comes from receiving a design different from what was expected, especially when you're under a time constraint.
- Delivery Delays & Product Availability: The confusion and inconvenience caused by the continuous shifting of delivery times is unacceptable. It is even more concerning that we ran out of stands for the banner, a fact that should have been communicated to you at the earliest opportunity.
- Refund Issues: Your refund will be loaded and paid on Wednesday. Our office will contact you to collect your banking details.
In light of the above, here's what I intend to do immediately:
- Internal Review: I will initiate a review of the processes and personnel involved. This will allow us to identify where the breakdowns occurred and to put measures in place to ensure they don't happen again.
- Compensation: To make up for the inconvenience, we'd like to offer you a complimentary photobook in addition to your refund. I understand that this doesn't make up for the inconvenience caused, but it's our way of expressing our sincere regret.
Lastly, I truly appreciate you taking the time to provide detailed feedback. It's feedback like yours that holds us accountable and ensures that we continually improve our service.
Should you wish to discuss this matter further or if there's anything else you need assistance with, please do not hesitate to contact me directly. I'm deeply sorry for the inconvenience and disappointment you've faced, and I'm committed to making it right.
Warm Regards,
First and foremost, I want to sincerely apologize for the experience you've had with our company. It is my understanding from your email that there were multiple failures on our end in terms of communication, delivery of service, and subsequent follow-up regarding the refund. This is not the standard of service that Print 24, Umhlanga stands for.
In addressing each point:
- Turnaround Time & Artwork: I regret that the initial promise of a 24-hour turnaround time was not met. Moreover, I understand the frustration that comes from receiving a design different from what was expected, especially when you're under a time constraint.
- Delivery Delays & Product Availability: The confusion and inconvenience caused by the continuous shifting of delivery times is unacceptable. It is even more concerning that we ran out of stands for the banner, a fact that should have been communicated to you at the earliest opportunity.
- Refund Issues: Your refund will be loaded and paid on Wednesday. Our office will contact you to collect your banking details.
In light of the above, here's what I intend to do immediately:
- Internal Review: I will initiate a review of the processes and personnel involved. This will allow us to identify where the breakdowns occurred and to put measures in place to ensure they don't happen again.
- Compensation: To make up for the inconvenience, we'd like to offer you a complimentary photobook in addition to your refund. I understand that this doesn't make up for the inconvenience caused, but it's our way of expressing our sincere regret.
Lastly, I truly appreciate you taking the time to provide detailed feedback. It's feedback like yours that holds us accountable and ensures that we continually improve our service.
Should you wish to discuss this matter further or if there's anything else you need assistance with, please do not hesitate to contact me directly. I'm deeply sorry for the inconvenience and disappointment you've faced, and I'm committed to making it right.
Warm Regards,