Item: Sugarbird Weddings
Rating: 3
Author: Dellene O

Sugarbird Weddings's replyOfficial

24 Aug 2023, 13:20

Hi Delene. Thank you for your valued feedback. We made it very clear from the start the lead time expected on the specific product ordered which was 7 - 14 working days. We rep**** to three emails within the first few days requesting feedback with an update on the leadtime. After 8 working days, you got your husband to call shouting at us demanding an exact date and time. We were unable to provide an exact date and time but he continued to demand and shout. He was very rude and unprofessional and he misunderstood the comment that it is in the production queue and it will be printed when it gets printed within the lead time stipulated. We took a long time trying to explain how the production process works but he was not interested in the answer and continued to shout and slammed the phone down. I did send an email to clarify as well and apologise if the comment was misunderstood. We delivered on 9 working days so we were well within the lead time promised. Your wedding is only in November and we would not have taken your order if we were under any pressure to supply late. I sincerely apologise if you misunderstood our comment.

Sugarbird Weddings's reply24 Aug 2023, 13:20

Official

Hi Delene. Thank you for your valued feedback. We made it very clear from the start the lead time expected on the specific product ordered which was 7 - 14 working days. We rep**** to three emails within the first few days requesting feedback with an update on the leadtime. After 8 working days, you got your husband to call shouting at us demanding an exact date and time. We were unable to provide an exact date and time but he continued to demand and shout. He was very rude and unprofessional and he misunderstood the comment that it is in the production queue and it will be printed when it gets printed within the lead time stipulated. We took a long time trying to explain how the production process works but he was not interested in the answer and continued to shout and slammed the phone down. I did send an email to clarify as well and apologise if the comment was misunderstood. We delivered on 9 working days so we were well within the lead time promised. Your wedding is only in November and we would not have taken your order if we were under any pressure to supply late. I sincerely apologise if you misunderstood our comment.

DO

Dellene O's updateReviewer Update

24 Aug 2023, 14:28

You are wrong he did not raise his voice up untill YOU told him the products get printed when it gets printed.... Then he got upset and he then raised his voice there were never any shouting! Also did not slam the phone you drop the line. No matter if a client sends you every day an email it is only client service to reply and answer whatever questions there is. If you are incapable of decent client service then you might want to get someone who does. You delivered on 11 working days.

DO

Dellene O's update24 Aug 2023, 14:28

Reviewer Update

You are wrong he did not raise his voice up untill YOU told him the products get printed when it gets printed.... Then he got upset and he then raised his voice there were never any shouting! Also did not slam the phone you drop the line. No matter if a client sends you every day an email it is only client service to reply and answer whatever questions there is. If you are incapable of decent client service then you might want to get someone who does. You delivered on 11 working days.

Sugarbird Weddings's replyOfficial

24 Aug 2023, 14:37

This is simply untrue. Your husband was rude and confrontational from the start of the phone call and was shouting as I was unable to give an exact date and time of delivery. Every single email was rep**** to on the same day we received it with answers to your question. We did not drop the line, perhaps it was a signal issue and for that I apologise. We apologies that you did not get the customer service you expected and will strive to do better.

Sugarbird Weddings's reply24 Aug 2023, 14:37

Official

This is simply untrue. Your husband was rude and confrontational from the start of the phone call and was shouting as I was unable to give an exact date and time of delivery. Every single email was rep**** to on the same day we received it with answers to your question. We did not drop the line, perhaps it was a signal issue and for that I apologise. We apologies that you did not get the customer service you expected and will strive to do better.

DO

Dellene O's updateReviewer Update

24 Aug 2023, 15:10

I was next to him when he called. He is a profesional bussiness man has his own bussiness for many years he knows how to speak to people and trust me if you think he was rude and confrontational you are highly wrong. He got upset after you told him " it gets printed when it gets printed" he then raised his voice but was not rude. He informed you how unprofesional it is to tell a customer this.
That is very good to hear, your bussiness will only grow if you strive to do better.
Kind regards
Dellene

DO

Dellene O's update24 Aug 2023, 15:10

Reviewer Update

I was next to him when he called. He is a profesional bussiness man has his own bussiness for many years he knows how to speak to people and trust me if you think he was rude and confrontational you are highly wrong. He got upset after you told him " it gets printed when it gets printed" he then raised his voice but was not rude. He informed you how unprofesional it is to tell a customer this.
That is very good to hear, your bussiness will only grow if you strive to do better.
Kind regards
Dellene

Wont recommend