No Account management
No Account management I am used to having someone who helps move the process along and ensures that deadlines are met. Instead, it seems that I did everything myself and when a proof approval email went into junk mail, I did not see it and had to reach out to see what was going on. Unfortunately, this caused us to miss our deadline and we didn't have the physical awards for the event. Very disappointing and I will not be using Successories in the future.
Thank you, Robin, for your feedback. We sincerely apologize for the disappointment and frustration surrounding your order. After reviewing the situation, we found that your event date was not captured on the order. Had we known the award was tied to a firm event deadline, our team would have proactively monitored the proof approval process and reached out when the approval remained outstanding. Unfortunately, because the proof approval email was routed to your junk folder and we were unaware of the event date, the urgency of the order was not apparent to our team. That said, we take responsibility for not uncovering that critical information during the ordering process. A dedicated account representative should have helped ensure all key details, including event timing, were documented and managed proactively. We regret that the awards were not in hand for your event and appreciate your feedback as we work to improve our processes and customer experience.