CrystalPlus.com

Hi Michelle, Thank you for your feedback! We’re sorry to hear that you were dissatisfied with your recent experience. To clarify, the proof approval process is in place to ensure that you are satisfied with your final proof before it is put into production. Unfortunately, once an order is approved and moved to the production stage, we can no longer make changes to the order without pulling it from the production queue. As our engraving process is very labor-intensive with a quick turnaround time, the materials and products will have all been prepared for engraving at this point. The $30 fee is to cover the production costs, labor, materials, and time required to start this process over again, including updating the proof to reflect the changes to your quantity and designs. We hope this addresses your concerns and that you still enjoyed your personalized piece(s). We appreciate your business and hope you understand the necessity of these charges to maintain our operations so we can continue to provide the best services we can. 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 Heather, Thank you for your feedback! We’re sorry to hear about your recent experience with our customer service team. Since we are working with a large amount of orders each day, each order inquiry is addressed by the first available representative, which is why we cannot provide you with the name of the representative that will be helping you out. If you wish to escalate your case, you may request your case to be reviewed by a manager, in which case you will receive a written response within 24 hours. We specialize in custom artwork and a quick production turnaround time of 3 business days after proof approval, and offer multiple shipping options as we work with you meet your due date. However, due to the inherent nature of custom artwork, it may take some time to adjust the artwork proof to ensure total customer satisfaction while meeting our engraving standards, as well as produce your engraved pieces through our labor-intensive production process. We want to make sure we can deliver our customers the highest quality products and services possible. We hope this addresses your concerns and that you still enjoyed your personalized piece(s). 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 Jon, Thank you for your feedback! We’re sorry to hear that you were dissatisfied with your product. We have taken a look at your case and would like to clarify the issue. The product that you selected is a two-piece plaque consisting of the top glass, which is flat and engraved, and a bottom glass base with aluminum brackets. The top glass slides into the metal brackets of the base and can be removed. Since we are not the manufacturers of this product, there were no missed steps in the manufacturing process - this is just how the product is designed. We are only responsible for the engraving. For some items, we are sometimes able to attach separate pieces together upon request, before the order moves to the production status. We encourage our customers to reach out to us within 48 hours of receiving their package in case there are any issues with the order; however, we sometimes extend this policy for up to 2 weeks as a courtesy. Unfortunately, since we were not made aware of any issues with your initial order at the time it was completed, and since the time frame to address any issues with the order has now passed by over 3 months, we are unable to provide complimentary shipping to accommodate your request. In regards to your inquiry, there was initially a miscommunication about the product that you were inquiring about and the incorrect information was provided to you, but our records show that we reached out to you to provide the correct information as soon as we were able. We apologize for the inconvenience and hope 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