• Report: #961426
Complaint Review:


  • Submitted: Mon, October 29, 2012
  • Updated: Mon, October 29, 2012

  • Reported By: Tryknight4 — Ogden Kansas United States of America
162 SW Spencer Court Suite #101 Lake City, Florida United States of America

speedysigns.com Poor customer service Lake City Florida

*REBUTTAL Owner of company: SpeedySigns Viewpoint

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I placed an order with speedysigns.com and the changed my order slightly within the same hour, I expected the order to go out by Friday which would have been the following day yet t my surprise I receive and Email on Monday morning requesting my approval for changes made on Thursday. Now this wouldn't have been an issue has I not paid for expedited shipping "2 day air" only to learn it wouldn't be here until Wednesday  6 days "which do include the weekend" later.
After having addressed this with their customer service department I respectfully requested they cancel my order which they "after having spoken to a supervisor" agreed to do at a 15% of the original total paid to them. In other words because of the failure to send the item out in an appropriate time frame I get to pay them 15% of the value for the pleasure of their company.
If you or anyone you know wishes to have a sign, banner, invitations or whatever do NOT use this company for if anything goes wrong you will still be required to pay them which in my opinion is just really bad business which I'm sure you'll agree.. [continued below]....

Never should a consumer be required to pay a percentage to a company for cancellation of  a service or product because of faulty communication or untimely delivery especially  when they pay for expedited services and in the end receive absolutely nothing at all.

This report was posted on Ripoff Report on 10/29/2012 07:30 AM and is a permanent record located here: http://www.ripoffreport.com/reports/speedysignscom/lake-city-florida-32024/speedysignscom-poor-customer-service-lake-city-florida-961426. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 REBUTTAL Owner of company

SpeedySigns Viewpoint

AUTHOR: SpeedySigns Accounting - (United States of America)

The Facts:
Order placed: 5:45 pm Thurs. Oct. 25
Estimated Delivery Date: Wed. Oct 31 (customer selected this upon checkout)

This was an order for CUSTOM sign, designed by customer.  Custom products can not just be taken off a shelf & shipped, they have to have the art file set up & then be custom made -which we feel our 24-48hr turnaround is outstanding in this industry. 

This was noted on customers order confirmation, as custom orders placed by 3pm ship the next day, but orders placed after 3pm will not ship until the following business day, which put this order shipping Monday, for arrival via 2-day air on Wednesday 31st.

Then customer requested a change to artwork, & wanted us to add a red border.  Normally this should entail an artwork fee of $15, but to expedite the order, & because it was a simple request, we waived the art fee.

At no time during these changes did the delivery date change. 

This was proofed by our art department, our cs team processed the order, then handled multiple emails & phone calls concerning the order, we were charged the cc processing fee.  Altogether it is very likely Speedy Signs paid more for this order than the customer.

They paid a total of $45.28 & were refunded $38.49 (only deducted a 15% cancellation fee of $6.38)

Customer agreed to below terms when they placed the order:

Refunds, Order Changes, and Cancellations

Understandably, personalized and custom items may not be returned for a refund. All other items will not be accepted without written authorization from Speedy Signs. A 25% restocking fee may apply.

Speedy Signs will use reasonable efforts, upon your request, to change or cancel your order prior to processing. If the order has not yet started the production process, no additional change or cancellation fees will be applied.

If the order has reached the pre-production set up phase, there may be cancellation or change charges that apply. All of these charges will be a direct pass through from the manufacturer to you. If your order is changed, the setup fees may vary from the original quote depending on your requirements.

If an item has begun production, unfortunately, we cannot stop or change the order. We can, if you wish, prevent shipment or redirect it. You will be charged the full amount of the order for all orders cancelled at this stage.

If there is an error with your order Speedy Signs will make every effort to rectify the error as expediently as possible. Due to the nature of custom products; personalized and custom items may not be returned for a refund.

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