Awards.com

We’re sorry the award arrived with the engraving appearance compromised. In situations like this, it’s possible that the color-fill had not fully cured before transit and was affected by contact with the protective packaging during shipping. As soon as the issue was reported, we began producing a replacement. Unfortunately, the production and shipping timelines could not be compressed enough to guarantee delivery before your event. Rather than leave you without an award to present, we suggested using the original temporarily and then exchanging it for the corrected version once it arrived. We understand this was not an ideal solution and appreciate your patience as we worked to make it right.

Thank you, Cindy, for your feedback. We’re sorry for the disappointment and understand why you were frustrated by the outcome. After reviewing the order history, the personalization submitted with the order specified “7 Iron,” which is what our art team used when preparing the proof. A proof was sent along with reminder notifications, but we never received approval or correction. Because the proof matched the submitted personalization and no feedback was received, the order proceeded through production under our standard approval process. We recognize that email delivery is not always reliable, which is why customers can also review proof status and order details through their online account at any time. Had we received a correction before production, we would have gladly updated the engraving. That said, we understand the final product did not meet your expectations, which is why our team offered a discounted replacement as a goodwill gesture. We regret that this resolution did not meet your expectations and appreciate your feedback.

Thank you, Nicole, for your feedback. After reviewing your account, the order associated with this review was completed successfully: proofed, produced, and delivered as scheduled. However, we believe your frustration may stem from a subsequent order placed on 6/1 with a requested in-hand date of 6/8. Unfortunately, that timeline did not allow enough time for our standard process, which includes up to 2 business days for proofing, 5 business days for production, plus transit time. While we do offer rush services when production capacity allows, those services must be arranged in advance and come with additional costs. Since we could not confidently meet your deadline, we felt it was more honest to cancel the order than to risk disappointing you with a late delivery. We understand that was frustrating and appreciate your feedback. We always prefer to set realistic expectations rather than promise a date we cannot meet.