CrystalPlus.com

Hello Tara, Thank you for sharing your concerns. We understand how disappointing this situation has been, and we would like to clarify our policies and the sequence of events of your order timeline, based on our records of communication. When your initial order proof was emailed on 6/11, we received a response from you that simply stated: “I need to make changes.” However, this response did not specify what exact changes were required, and we received no response from you after we followed up regarding those changes. We were not informed about the details of your circumstances regarding the pending wedding date, and no hold was requested to be put on your order production. Our team continued to reach out to you over the course of the next few weeks, including sending multiple reminder emails prompting your approval or clarification on your changes, but we received no response. As a result, our team proceeded as per our company policy, which states: “Before we send you an artwork proof, you may cancel or change your order without any charges or fees within 2 weeks. After 2 weeks, if we still have not received your proof approval or the request to put the order on hold, we will proceed to producing your order based on the last proof sent. Once the order is in production or on hold to postpone proof approval, the order cannot be cancelled or changed.” Please note that this policy is outlined on our website before checkout, in our order confirmation email that is sent to you after checkout, on our artwork proof pages, and in our terms of service. While we do typically require approval before we move an order into production, if no response or communication is received within 14 days, we will proceed with production to ensure all orders move forward in a timely manner for proofing and manufacturing. Since these policies are clearly communicated and our team followed company procedures as outlined, we are unfortunately unable to offer you a refund or replacement. We hope this clarifies your concerns and sincerely apologize for the inconvenience. However, as a gesture of goodwill and our commitment to customer satisfaction, we would like to extend you a courtesy 10% discount on the subtotal of your flutes. Please note that since this is a personalized name brand product and our pricing includes complimentary engraving for each item for one logo and text, our flexibility on pricing adjustments is limited. Regardless, we want to show our appreciation for your business and affirm our dedication to excellent customer care. We truly appreciate your understanding and continued support. If you have any further questions or would like to proceed with the discount, please reach out to our Customer Service Team and we will be happy to help you out. Thank you, Crystal Plus

Hi Matt, Thank you for your feedback. We’re sorry to hear that there was an issue with your product. We can see that you have already reached out to our Customer Service Team with your order number, concerns, and photos. Per your request, we have reached out to the vendor on your behalf regarding this issue, but unfortunately, we are unable to process a damaged/defective item claim due to the length of time that has passed since your purchase date. Kindly note that we do not offer any type of warranty on our products/services. If there is an issue with the personalization or a damage/defect with the product, we would be happy to review your case and issue a fix or replacement as long as we are contacted within a reasonable time frame (up to 30 days). Since this vase was purchased three years ago, we are not responsible for any wear and tear that may occur with time. Thank you again for your patience and understanding. If you have any further questions or concerns, please feel free to contact our Customer Service Team and we will be happy to help you out. Thank you, Crystal Plus Management

Hi W. Scott, Thank you for your feedback. We’re sorry to hear that you were dissatisfied with your recent experience with us. As a company, we strive for customer satisfaction and sincerely apologize for the confusion regarding the revisions to your proof. While we pride ourselves on our attention to detail, from time to time there may be cases of human error from our design team due to a misunderstanding or misinterpretation of our customers’ instructions. In order to ensure that the engraving results come out as accurately as possible, we require all our customers review and approve the artwork proofs before the order is sent into production. Our artwork proof policy states it is the customer’s responsibility to double-check the proofs before approval and notify our team regarding any mistakes, changes, or revisions. If the mistake is made on our part, we will be happy to correct the error without affecting the proof’s revision allowance. Per our proof approval confirmation email, once an order is approved, however, we are not responsible for any errors regardless of the cause of the error. While we are unable to entirely replace the duplicate decanter set, we are willing to cover the shipping for your replacement order as a courtesy. Thank you again for your patience and understanding. We hope this addresses your concerns and that you still enjoyed your personalized pieces. If you have any further questions or concerns, please feel free to contact our Customer Service Team and we will be happy to help you out. Thank you, Crystal Plus Management

Hi Donna, Thank you for your feedback. We’re sorry to hear that you were dissatisfied with your recent experience with us. First, we would like to apologize for the clock face manufacturing defect! All of our products are normally inspected, cleaned, and go through an intensive quality control process both before and after they are produced and shipped out—however, sometimes small details will slip through the cracks. Thank you for contacting our customer service department regarding this issue, and we hope the replacement clock that we sent is satisfactory. Regarding your order, we sincerely apologize for the internal processing delay as we were experiencing technical issues with our system at the time. Please be assured that this is not our standard operating procedure - since you did submit your approval on time, we will accommodate the necessary shipping upgrade free of charge. We have refunded you the cost of the shipping upgrade, which should be reflected in your bank statement within 3-5 business days. We truly appreciate your feedback as this has provided us with the opportunity to review our internal processing errors and company service guidelines with our representatives. We have taken action to enhance our customer service team training and ensure that any situations like this will be handled properly in the future. Thank you again for your patience and understanding, and we hope this response addresses your concerns. If you have any further questions or concerns, please feel free to contact our Customer Service Team and we will be happy to help you out! Thank you, Crystal Plus Management