On the 17/10/12 I ordered some signage from Letteringonthecheap.com, I was pleased with the website facilities and was happy with the font and artwork etc but was a little concerned about the colour of the vinyl when placing my order.
I e-mailed them and asked them to confirm that the lettering would be flat mettalic gold, they assured me that it wold and that "mettalic" was a couplle of dollars more expensive but that they would waive the additional fee.
Great I thought - then the lettering arrived, or rather did not as Royal Mail and UK customs charged me 20 for the privalage of collecting the order from my local post office. Gripe number one! Though I figured that I could live with this as it's come from the States.
On opening the package the vinyl they had used was a sparlkle/star effect, not what I or anyone I've spoken to would interpret as flat metallic gold.
I again entered into extended correspondance with Letteringonthecheap.com, explaining that the product that they had provided was not in keeping with the business and that I could not use it.
They requested pictures of the product that they sent!!! I obliged, explaining that I wanted the same lettering but in flat metallic gold vinyl - even going as far as supplying a picture of the vinyl I required.
They offered to re-supply at a 20% discount, given that I had already parted with over 100.00 I was disinclined to pay these rip off merchants any more money for a mistake that they had made.
I explained that I clearly stated "Flat Metallic Gold" in the order and was told that what they supplied was the only gold metallic vinyl they supply - clearly an outright lie!
When I asked them why they did not supply a photographic proof prior to dispatch they told me that I should have asked for one - great customer service there!!!
After several e-mails gooing back and forth the last one I recieved was on the 03/01/13, (nearly 3 months after the signage was ordered) increasing the offered discount to 25% - to quote as follows:
"You did ask for our Metallic Gold and that is what we have provided, as you did approve the proof and did not request a photo of the lettering per your approval we did send your order to production. It is not standard that we send photos of our Vinyl material, however had that been requested we would have done so. Again I do apologize for any inconvenience and I'm very sorry that we are not able to come to an agreement if you change your mind the 25% discount still stands".
They have at no point admitted any fault on their part, surely if there is any doubt a photographic proof should have been supplied as a matter of course - be warned, they are extreemly slippery and will argue technicalities, repeatedly apologise and drag any issue out to avoid any expenditure on their part.
I have never before experienced such awful customer service, I would strongly reccomend against using this bunch of cowboy's, they are rip off merchants - steer well clear, they will take your money and give you the two fingered salute.
And they make no mention of customs charges, in fact when you're ordering it looks like a UK site - they are based in the USA, unbelievable!