Pennell Photography, Inc.

Print order was placed on September 26, 2015 with a delivery by October 7, 2015. It November 18 and prints have yet to arrive Had beach pictures with this company in August 2015. Pictures were not posted on their site when they were promised. Once they were up we placed an order directly on the phone with [redacted] on September 26, 2015. My credit card was charged at that time and a delivery date of October 7, 2015 was given. I have telephoned [redacted] Pennel with no return call received. It's November 18, 2015 and no prints.Desired SettlementPrints order to be filledBusiness Response Contact Name and Title: [redacted], OwnerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@jeffpennell.comA simple mistake that could have been corrected easily with a 30 sec. phone call.Client did place a print order with us around the September 26th date by phone, instead of using the online ordering system most of our clients use. A mistake was made on our part and the print order was not shipped as it should have been. We accept 100% responsibility for this in-house mistake. Since the order was placed outside our normal system, the regular checks and balances we have in place did not catch our error.Today: (November 18th, 2015)I receive a phone message at 9:25 am from client saying she had not received her prints. Once I received the message, I did some research trying to find out why it had not been delivered. At 1:36pm today I sent client the following message:"Hi XXXX,Thank you so much for the phone call this morning making us aware that you have not received your order. Your prints should have been delivered to you weeks ago and I will have to do some research to try and figure why that original order was never delivered.In them meantime, I've uploaded your order to the lab again, I've asked them to EXPEDITE the replacement order and hopefully it should ship out today.Your prints should arrive to you no later than this Friday via FedEx. As soon a tracking number had been generated for the package, I will forward that along to you.Please accept my sincere apology for your order not being delivered as promised. I asked the lab to put some wallet size prints in there for you of the grandkids and of the family group.I'll check back with you on Friday to make sure the prints have arrived.[redacted]"Then at 2:01pm today I received notice that client had filed a Revdex.com complaint against us.The phone call today is the very first phone call from the client about her order since she placed it. I take issue with clients comment that she "telephoned [redacted] without no return call received". I'm sorry that 4 hours isn't fast enough of a return response for the client before she files a Revdex.com complaint.To summarize.............Yes, client placed an order and it did not get delivered as promised.Yes, we accept 100% responsibility for that mistake and we corrected it within hours of being notified about it.Yes, client did call and leave us a voicemail message about her print order.......this morning.......then just 4 hours later, client files Revdex.com complaint.Yes, client should have her beautiful prints, plus a few extra goodies in the next couple days.Yes, mistakes happen and we are not perfect. But we try very hard to take good care of all of our clients. Its disappointing that a simple mistake can ruin a perfect Revdex.com rating, but I guess that is the world we live in today.Thank you for the opportunity to respond,[redacted] Photography Inc.Consumer Response Prints have been received and I'm satisfied with the quality. Final Consumer Response