Wristband-connection Incredibly poor quality, service and failure to use promo codes Internet

I am an employee at Wristband Connection. Here is a video (link) showing what kind of company we are. I wanted to respond and put Miss. Foley's experience in context.

We work with many bereaved families to provide them memorial bands.  Since these families need bands quickly we provide a product with a quick turn around; our color core bands. There is information on our website (link) as well as videos (link) that describe how to care for these bands so that they do not wear off. I have color core bands in my office that are well cared for and have lasted for years (picture).

Ms. Foley's initial color core order was placed online through our website without consulting anyone at the company. Her subsequent order of the color-filled bands was handled by myself. When we place custom orders we always go through the same process. 1) Quote is provided 2) Order is paid for 3) Digital proof is provided 4) Customer approves and signs digital proof 5) Bands are produced and shipped. We follow this process with all of our customers. We generally do not provide proofs before orders because we are not a design shop. However, we do provide a proof before ordering, at the customer's specific request, for a $50 non-refundable deposit on the order to cover the graphic artists time.

For Ms. Foley's color filled order we got to step 2.5. We discussed the order and I provided her with a quote in writing that noted the production time and itemized costs. She paid for the order. Once the order was paid for we provided her with a digital proof. We do not produce anything until the customer approves and signs the proof.

At this point Ms. Foley inquired if she could apply the 25% off coupon that we had distributed for holiday orders. I explained to her that the coupon only applies to orders that can be placed and fulfilled directly through the website without further staff involvement. I also explained that the design that she wanted for her bands required staff involvement including a graphic designer, production assistant, etc. in order to produce the bands she wanted and would thus not qualify for the discount.

Ms. Foley described the order taking process. She is correct in saying that when placing the order the only cosmetic change I made to the order was to note proof requested on the order. This is an internal note to the various staff involved in producing custom orders to provide the proof, mold, etc. that go into making a custom order. I understand that it may not have seemed like I did much cosmetically, however, that simple direction is what begins the process of making custom bands.

Ms. Foley also mentioned the need for a mold in order to achieve the custom layout she requested. Molds are very much a part of making custom bands. We prefer to have informed customers and so we are very open and deliberate about the processes used to make their custom bands. I assure you, to ensure that the custom design was exactly as Ms. Foley was requesting, a custom mold was required.

At this point Ms. Foley became dissatisfied with our stated business practices and asked that her order be canceled. We promptly canceled her order and refunded her money.