Ang Waterton - 2022-10-17
Dropped off two photos to get plaquemounted; standard turnaround seems to be a week, but I was informed that it would likely take an extra week because of Labour Day weekend. Four weeks later, I began the process of following up to find out what happened to my order. They didn't know. Warehouse and manufacturers needed more time to look for it. Multiple follow-up calls ensued, all initiated by me instead of by the store. Each time, I was told the warehouse had just called or they were just about to call me. Eventually found out order was lost between manufacturers. Was asked to submit new photos and wasn't until I protested about the replacement time and cost that the store manager offered to cover the cost. FIVE weeks after submitting my order, it was found, returned to the Cornwall store and made available for pickup. No discount on service was offered to make up for the extreme service delay and was refused when I asked about this substandard turnaround time. It wasn't the store's fault and they incur the cost directly from the manufacturer (anyone who has dealt with a middleman knows there's markup and profit involved). Despite the original offer to cover $25 of reprinting and shipping costs, which showed willingness to swallow some loss, this willingness changed somewhere along the way. It's fine to blame delays on supplier/workforce issues, except that isn't the case here. The parcel was lost - it was sent to the wrong manufacturer, who didn't know where the parcel came from or to whom notification should be sent. It was a preventable clerical error, not a supply issue. Shrugging your shoulders and saying "there was nothing we could do" isn't acceptable - you could've actively followed up on a daily basis until answers were found, instead of relying on the customer to give you reminders that their parcel was still missing. Giving two stars because Marnie was friendly during each phone call and the quality of the final product was as expected, but the significantly lacklustre customer service and my experience with their ability to problem solve this situation without customer involvement was infuriating. Will not use the store again.
