RELYmedia Did not deliver, tried to make me pay for their mistake, poor customer service Minnetonka, Minnesota

RelyMedia sent a full refund on November 18 after an agreement to remove my complaints from certain websites. (ROR does not allow removals, so I'm posting this update.)

I work for RELYmedia and was personally involved in this order. Here are just a few of the key facts the client either failed to mention or misstated: 

1. We advised the client on October 5th, four days prior to the order, that the production time for the price quoted is two weeks after proof approval plus shipping time from Minnesota to him.

2. We sent the client a proof one day earlier than normal in an effort to speed up the order. Despite the clients apparent urgency for the order, he did not reply until the 13th, at which point he completely changed the artwork. We provided new proofs on the same day which he approved later that day. 

3. Also on October 13th, the client asked to have the shipping changed from ground to 2nd day air. We made the change and charged the client only our cost for the expedited shipping. Based on the quoted production time, the client would then receive the product on the 29th (the shipping date would be 2 weeks from the date of proof approval, the 13th, so shipping would be October 27th plus 2 business days for 2nd day air).

4. We had the order ready to ship as scheduled on the 27th. However the client informed us on the 23rd that he expected the shipping date to be the 26th. This was the original shipping date before the artwork and proof changes and I advised the client these would not be ready to ship until the 27th per the original quoted production time. The client said he would reject any order that did not arrive by the 28th. We offered to bump these up to next day air for an additional $35 which would have had them delivered on the 28th. He refused and cancelled the order. The client claimed he was already "paying a premium" for delivery which is complete false. We never charged the client one penny for a rush charge. We only charged him pass-through charges for UPS shipping. 

5. The client mentioned that we charged his card. This is completely false. We never processed his card for a single cent. 

6. His claim that we were charging an additional $100 is also completely false. The client originally had been charged $65 for 2nd day air shipping and we offered to change this to next day air shipping for an additional $35 (total of $100 in shipping). 

7. His claim that if he paid the additional shipping costs, we still were not able to deliver in time is not true. We made it clear we would deliver on the 28th if we were able to overnight the shipment. The client preferred to cancel the order over paying $35 more even though these were out-of-pocket shipping charges we would incur.

8. The client states that he thought he had finalized the order earlier. We specifically asked for him to confirm the proofs on the 9th. When he did not reply back, we followed up with him on the 13th.

9. There were only two people ever handling his order: one sales representative and one customer service representative. Both parties were on the same page and copied on all email correspondence. The problems on this order had nothing to do with internal miscommunication. Instead they are all related to unnecessary proof changes by the client, proof approval delays, and his failure to take properly account for the information we provided to him.

Please contact us at www.relymedia.com. I would be more than happy to produce copies of all the email correspondence, the invoice, and other related records to prove this clients posting is a complete distortion of the facts.