FineAwards.com

Thank you, Pauline, for your feedback. We’re sorry for the confusion regarding the artwork conversion fee. Although the original file provided was an EPS, it contained bitmap artwork and was not a true vector file. Because true vector artwork is required for engraving, our artist had to have the logo redrawn, which is why the standard $25 conversion fee was applied. This fee is noted in our artwork requirements, and a revised sales order showing the updated total was emailed on 7/21/2026. To keep orders moving and avoid unnecessary delays, we typically proceed with a standard one-time logo conversion when needed. We only place orders on hold when additional redraws or added artwork costs are required. That said, we understand the added charge felt unexpected, and we appreciate your feedback. Our customer service team is happy to review the order with you and answer any questions about the artwork process.

Thank you for your feedback. We're sorry to hear you were disappointed with your experience. Since you've ordered with us before, we're not sure what changed this time, and we'd like to understand. A member of our management team will be reaching out to learn more about what happened during the proofing process and where we could have communicated more clearly. We appreciate your business and the opportunity to make this right.

We sincerely apologize that your plaque arrived in this condition. The issues you described with image quality, text clarity, and alignment are unacceptable and do not reflect the standards we strive for. We stand behind our 110% Satisfaction Guarantee, and our team will investigate what happened to determine the cause, correct the issues, and make this right for you. We appreciate you bringing these concerns to our attention and look forward to resolving them as quickly as possible.