Unreliable Shipping
Unreliable Shipping I placed our order on 11/13/25 and paid for expedited shipping so we would be able to send them out before Thanksgiving. I called on 11/20 to check the status because the tracking information wasn't showing anything. The lady on the phone (forgot to write her nme down) was very helpful. She said UPS wasn't updating their tracking lately and ordered a reprint free of charge to make sure we got our cards. On 11/25 I called back because we had not yet received the cards that we paid extra to have delivered by 11/24. This time I got Mariah. She said that the order was delivered on 11/17. I assured her it was not and that all I wanted was a refund of the extra I paid for expedited shipping. She actually said that she wasn't disputing that we hadn't received our order but it had been delivered on 11/17 so they had satisfied the expedited shipping. When I pointed out that delivery doesn't count unless it's delivered where it was supposed to go, she put me on hold and spoke with a supervisor. She came back and said they would issue a credit for the incresed shipping costs but would not refund our money. The original and replacement cards arrived on 12/1/25 which is 7 days after they were supposed to. The quality of the cards is phenomenal. But the dismissive tone and absolutely ridiculous assertions about having satisfied the expedited shipping will likely prevent us from using Brookhollow again. That's really sad because we have ordered cards for our business from this company for years.