Horrible Customer Service Culture
I recently used Crystal Plus to create rep awards for achievement and have enjoyed their service in the past. I had a new plaque to order (same design as previous) so, I clicked the “reorder” button and changed the sales figure to the current number….then paid with my credit card. I later received a new invoice to which added a $30.00 artwork processing fee and a $5.00 clip art fee. These were new fees that were added later by the company. So, I called the company to let them know that they already processed this artwork in a previous order and should not charge me twice for a file that already converted. I never even got that far in the conversation; the sale rep kept talking over me while I was explaining to repeat her “script”. After 3x’s of being cutoff so they can repeat their previous statement verbatim but more loudly…I demanded to speak to a manager about the sales rep’s rude behavior. The sales rep said that the manager isn’t there. I asked to speak to them immediately. The sales rep said that they would ask for them to call me back. Later that day I received an email from the manager Angelina. (These are actual emails back and forth, references can be provided upon request) ________________________________________________ (Email 1 – Crystal Plus to Me) Hello Rob, I received your request earlier today regarding a situation with one of our representatives. First off, we are sorry to hear you wish to cancel your order. Since the order has been approved and sent into production there is a $30 fee as all the order details have been set up such as creating the proof and print file. Luckliy, the haven’t been engraved otherwise we wouldn’t be able to cancel the order at all. Feel free to reference our policy here: (removed link). Also, stated in the same policy linked above we indicate additional custom options cannot be discounted which is why the order did not qualify for the discount code. Please let me know how you wish to proceed with the order. We would love to complete this award for you on our end. Best Regards, Service Manager (Email 2 – Me to Crystal) My request was to speak with a manager due to your rude customer service rep. I am not paying the cancel fee….if my card is charged, then the charge will be setup as a dispute with Visa. I paid the extra fee last time I ordered the same plaque…your artwork conversion was paid one time. You don’t get to bill me twice. Sent from my iPhone, (Email 3 – Crystal to Me) Hello Robert, I double checked your previous order and the additional logo fee was paid. The previous order number was not indcicated or mentioned in anyway on this new order so there was no way for the art department to know. However, we can definitely, refund the additional logo fee for you. In regards to the clipart fee, we do charge $5 per pc now for the stars. The last order was placed in 2019 to which we didn’t implement that fee yet so I can waive the clipart fees as well this one time. Any furture orders will incurr in the clipart fee. Please confirm you would like to keep the order as is with the refund on the additional custom options. Best Regards, Customer Service Team (Email 4 – Me to Crystal) Hello, Yes, we can proceed but let’s address the beginning of my complaint that you haven’t even mentioned. Your employee/daughter/friend/etc…whoever forwarded the original compliant to you…either didn’t inform you that I wanted to speak with you regarding their behavior or you declined to acknowledge it in either email reply to me. Sent from my iPhone, (Email 5 – Crystal to Me) Hello Robert, Your request for a call was not ignored. I am not able to contact you by phone as I am in and out of the office. We do apologize about the conversation with the representative who is an employee. The situation will be addressed directly with them to avoid future issues. I’ll have the refund processed by end of day and you’ll receive a confirmaiton email with the updated order details. If there’s anything else we can do to assist you, please feel free to contact us further Best Regards, Customer Service Team (Email 6 – Me to Crystal) I don’t suspect that you are ever going to do anything especially after stating a pretty pitiful excuse for not returning a customer’s call regarding a complaint. You never even asked me what happened…and you are a manager. Who is your manager? ________________________________________________ I went forward with the order, but you can see from the thread, at no point did the customer service manager have any desire to ask me about the issue. Due to their blatant refusal to even investigate/discuss the behavior of their staff; my company will not be ordering from this place in the future.