CrystalPlus.com

Hi Vicki Thank you for your feedback. We apologize that your experience did not meet your expectations. We wish we could offer discount or free shipping on all of our products to make every customer happy. Unfortunately, we have certain restrictions and limitations on the selling prices of all of our name brand products, including Waterford to comply with fair market competition rules set by those name brand manufacturers. In addition, our pricing has included custom engraving and designer layout services, which are labor intensive processes. Therefore, these items, especially the Waterford limited edition bowl you ordered are excluded from many of our coupon codes and discounts, and this also includes free shipping promotions. We have listed the exclusion details and the redemption conditions on our website and/or promotion emails. Any coupon must be entered during checkout, and by placing your order on our website, you have agreed on the pricing as listed. Second, we have no control over the gift boxes that come with products originally from the brand manufacturer. Each name brand collection has its own gift box identity that we are not allowed to alter. So unfortunately, this concern is out of our hands. Lastly, we ship via UPS/FedEx and our website shipping charge is based on their rate calculation by zip code, dimensional weight or actual weight, residential surcharge and the insurance per order amount. Unfortunately, the shipping charges have been increasing year by year, which we have no control over. With our custom personalization and layout design service, we unfortunately cannot afford to offer free shipping on all the items all the time. We sincerely appreciate your business and understanding. CrystalPlus.com Management Team

First and foremost, we’d like to apologize for the misunderstanding with your order. We realize there was an oversight in regards to the additional artwork fee which was originally paid in your last order with us in 2019. As soon as this was brought to our attention, we responded to your complaint promptly within the following business day and processed the refund right away. As clearly stated on our website, we offer free personalization and engraving services for one logo/artwork and as much text that fits within the imprint area of the specific item. Any additional logos incur a one-time artwork fee, and we charge for additional fees such as artwork conversion, clip art, additional engraving location, color fill etc. For future reference, please note that we must charge for these additional fees, per our new company policy and they are added to orders that are applicable. We list the pending fees on the artwork proofs, and once it is approved, that gives us authorization to process any pending additional payments accordingly. We feel we have made our best effort to resolve this complaint and hope you understand that while we do our best to handle orders with accuracy, we are only human after all and occasional errors may occur. However, we are committed to addressing and correcting any errors on our end to the best of our ability. We hope that the final product you have received meets your expectations and we apologize for any inconvenience and misunderstanding that you experienced with our service team. CrystalPlus.com Management Team