Swanky Prints

Hello, We are sorry to see this customer has opened a complaint and would like to address her concerns of "Advertising Issues." In regards to her first statement claiming we have an "untrue" turn around time, this information is very clearly stated in our shop, (I will attach a screenshot
above for reference) and was also mentioned to her via personal messageWe state that all items 6'x 6' and over have a turn around time of approximately 3-business days, and her order was shipped out on the 5th business day which is well within that turn around time. Next we would like to address this customers claim that our items are not "Professional Grade." While we do not advertise our products as such anywhere on our website, we do use top of the line and well tested materials to create our product:) We do state in our shop that "Our standard Vinyl material is a 13oz scrim vinyl" which is what she received, her claims on "quality" are entirely opinion based, as we send the items exactly as describedWe believe the term "Professional Grade" is entirely subjective, which is why we do not use this wording to advertise our productWe do however have thousands of happy customers, including many professional photographers, well noted and reputable companies/businesses, and star overall reviews on our products (see attachment)We are very confident in the quality and overall reputation of our product The customer states that the backdrop "produces glare, and you see every ripple in the drop," which is something we have attempted to assist her with, as this means the backdrop and lighting may need some adjustments. Our items are glare resistant when hung straight, and the correct lighting is usedAs with any surface, our backdrops need to be flat with adjusted lighting for a desired outcome without light reflectionAside from personally offering this information and advice to this customer (which she refuses to try despite us attempting open communication several times), it is also all stated in our policy Upon contacting us after receiving the items, she mentions not hearing back from us for days, and I would like to note, this was over the weekendAs also stated in our shop, "we are available Mon-Fri 9-pst (excluding holidays), please allow up to hours for a response." All of her messages were answered within this quoted time frame We feel we shouldn't be held responsible if the customer refuses to use the item properly despite our recommendation, and have become leery of this customers intentions as she has been attempting to receive things for free since first placing the orderShe first contacted us requesting add on items to her drops and was quick to complain that it costs money, stating she shouldn't have to pay for itShortly after, she notified us that she needed her items right away and was angry with our turn around time, then proceeded to aggressively complain saying she would not pay for a rush, that our turn around time was "advertisement," she would not be back, and that it was unacceptable per her standards, even though it is clearly stated in our policy and was personally noted to her early onNext she attempted to open a case on Fedex to get money for the shipment she had not yet received, stating the items were lost even prior to the estimated delivery date, and they weren't delivered on labor day, which we tried explaining to her was a holiday and they would be delivered the next working dayWe unfortunately have come to recognize this customer never had intentions of giving our product a fair shot from the beginning, regardless of receiving the items in perfect condition, as describedAgain, as we have told this customer several times, we are more than happy to help her use the items correctly, for her desired outcome, however as per our policy, our items are custom made to order and therefore non refundable/returnableSwanky PrintsPlease let me know if any more documentation or attachments for timeline reference etcare required, as I will be happy to send them overFor further reference, I have attached a link to our policies page; https://www.etsy.com/shop/SwankyPrints?ref=hdr_shop_menu#policies

I ordered backdrops from this company On website the shipping date specifies a turn around that wasn't true When I finally got the backdrops , they were of a heavy vinyl that wasn't professional grade They produce glares from lights and you see every ripple in drop Per the policy I contacted the owner within days and never got a response for dayswhen I finally did it was excuses as to why the drops produced glares and a "oh well " attitude I explained due to being a single parent and these were for the way I make my living I couldn't afford to throw money down the drain on backdrops that aren't as specified or quality for professionalsI want a full refund of the backdrops , charge for shipping and pole pockets This company has the worst customer service ever !