Promise on service????

I am a reseller doing business with Printulu. Unfortunately my clients does not understand third party problems when ordering with me due to my service delivery ethics. This is what Printulu promised me and it has never been met. When I queried this promise yesterday and today, NO RESPONSE??? I don't like blame and shame, but need to get answers in good faith of business and it seems that this is the only route Printulu?

Printulu | Your online printer

Good day Melanie,

We hope this mail finds you well. We received your call earlier following up on your order and I regret to inform you that the flyers were not shipped as I had promised. I went to find out with the production department and there seems to have been a system glitch that resulted in the artwork not showing on their side when I re-uploaded it and I was not informed.

I have organised that they ship it today on overnight so that it is delivered early tomorrow.

I apologise for the inconvenience I have caused and I have lodged in this complaint with the complaints department and we would like to offer you a free express service on your next flyer order to make up for this inconvenience.

Kind regards, Customer Support T: +27 (10) ********** E: ********** http://www.printulu.co.za/