SSW Printing

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: A representative from this business who did not identify himself called to yell at me and threaten me todayI have read the email from the company and how their representative attempted to interpret "how Wrong they are" to an admission of fault on my partClearly customer service is not a part of their practice! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

The customer's statement is correct except the fact that she was told that she would get a refund, her order by mistake was shipped to a different addressWe retrieved the order and got it shipped to her as fast as we could with *** next say Saturday deliveryOnce we print business card, we cannot
restock this item and sell it to someone elseThis seems like a case of buyer's remorse but unfortunately once a item is printed, we cant offer a refund due to the nature of the productAt this point, with the shipping costs we have already lost money on this orderThis is the tracking number for the delivered product that was delivered on Saturday (***)
We offer a week turnaround (4-businesss days), the 5th day of her approval would of been on Monday, she initially got her cards on Wednesday, and we got her replacement set on Saturday before the 5th business day

This customer placed their order on 4/**/
Below is there original order:
***
notice the email address they entered:
then we setup this proof that was
approved on Sat Apr **13:26:**2014:
***
It was then delivered to her on: 4/***/(***)
She then emailed us on 5/**/(days after receiving her business cards) confirming how she "completely missed how WRONG these business cards are!!!" It was what she ordered and the subsequently approved in her proof(see below)
xxx-------------------------------------------------------------
I completely missed how WRONG these business cards are!!! My email address is written as .coW instead of ***!!! How embarrassing!!! A reprint or refund is in orderI would like to change things if we reprintPlease call ***
--
***
xxx-------------------------------------------------------------
She then demanded a free set of business cards for her own mistake
Once the customer places there order, they are given a proofThe proof is supposed to be looked over by the customer for any typos or misspellings and approved by the customer before we send them to press
Our legal department has this complaint, and they will look into any legal action they could take against *** *** for her fraudulent misrepresentation

Revdex.com:
At this time, I have not been contacted by SSW Printing regarding complaint ID [redacted].
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

A representative from this business who did not identify himself called to yell at me and threaten me today. I have read the email from the company and how their representative attempted to interpret "how Wrong they are" to an admission of fault on my part. Clearly customer service is not a part of their practice!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Fortunately for me, credit card purchases are protected under the Fair Credit Billing Act. This law gives the consumer the right to withhold payment on goods purchased with a credit card yet not delivered as agreed. My credit card company has denied payment to SSW Printing and I have received a full refund. 
However, I do not appreciate being misrepresented by SSW Printing. You can read in their response to my first complaint that they were negligent in service. They state that by "mistake" they sent my order to another customer.  Yet they accuse me of "Buyer's remorse" which is the sense of regret after having made a purchase and is frequently associated with the purchase of an expensive item such as a car or house, not a $39 special for business cards. I simply decided that I wanted to work with a more reliable service. My decision to discontinue business was due to poor service on the part of SSW Printing not to my own "remorse".
Also they accuse me of being dishonest when they state: "The customer's statement is correct except the fact that she was told that she would get a refund", this is untrue, I was told that I would receive a refund by an SSW Printing employee. Here is the actual email message between myself and SSW Printing. Their argument has never been that I was not promised a refund, but that the rep who promised the refund was not aware of "The initial conversation" in which I "was told" that the order would be sent back to press. As far as my agreeing to it, I was not given a choice however, I promptly called back after deciding to take my business else where.
[redacted] 
Oct **
to SSW 
I spoke to someone from your company today and requested a refund because your company sent me another person's business cards which I recieved in the mail yesterday. I prefer to work with a different company. Thank you.
SSW Printing
Oct **
to me 
Yes, but our notes show that there was two phone conversations. The initial conversation you were told we will send your order back to press for expedited service and you had agreed. The second time the phone call, the rep was unaware the order was already on press. We will overnight the shipment to you.
 Although their rep was "unaware the order was already on press" he instructed me to "throw away the other cards" and I was promised a refund at that time.
Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but isn't the goal to achieve repeat business through satisfied customers? If SSW Printing had honored their representative's promise of a refund I would be issuing referral business instead of warning others about the pitfalls of doing business with this company. I have always tried to come to an understanding with my own customers who are dissatisfied in anyway, not force them to abide by my protocol, even in the event of my own loss. That is how professionals conduct business.
I regret trying to do business with SSW Printing.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: Please see the following email exchange for details regarding my experience with this company. The first email in this chain is from SSW Printing after I was promised a refund on 10/**/14:

---On Oct **, 2014 6:18 PM, "SSW Printing" wrote:

You approved these proofs 10/*/14, past the 10AM EST deadline. This order went in for Friday's order, Monday was a holiday. We have a turnaround of 4-5 business days. We will get these back on press with Saturday delivery, you will have the cards by Saturday morning.

Customer Service,

SSW Printing

PS - Remember to tell your friends and colleagues about our great service and pricing!!---

---My Response:

Thu, Oct **, 2014 at 6:47 PM

I spoke to someone from your company today and requested a refund because your company sent me another person's business cards which I received in the mail yesterday. I prefer to work with a different company. Thank you.---

---Their Response:

On Oct **, 2014 6:55 PM,

Yes, but our notes show that there was two phone conversations. The initial conversation you were told we will send your order back to press for expedited service and you had agreed. The second time the phone call, the rep was unaware the order was already on press. We will overnight the shipment to you. ---

---My Response:

Thu, Oct **, 2014 at 7:10 PM

I am not responsible for the communication between your staff, an area where a problem obviously exists. I am referring to the last conversation I had. I would be much less dissatisfied with a refund than being forced to accept an order I know longer need.---

---Their Response:

SSW Printing

Thu, Oct **, 2014 at 7:42 PM

We will have your order picked up from where it was sent and redelivered to you. We will also have [redacted] come pick up your package as well.---

---My Response:

Thu, Oct **, 2014 at 8:01 PM

I was advised by your staff to discard that package. I no longer have it.---

---No further response from SSW Printing on Oct ** My Response the following day:

Fri, Oct **, 2014 at 6:26 AM

Please send receipt of my refund. Thank you.---

---Their Response:

SSW Printing

Fri, Oct **, 2014 at 6:40 AM

Unfortunately we cant offer a refund due to the nature of the products. Your cards have already been printed, your cards are in route to you.---

---My Response:

Fri, Oct **, 2014 at 8:25 AM

to SSW

I will not accept the package when it arrives, as I made my request completely clear before the replacement cards were ever printed. I will be contacting the Revdex.com and [my Corporate Office] to make sure this never happens to [another employee in my company.] *Words in brackets to replace personal information.---

---Their Response:

SSW Printing

Fri, Oct **, 2014 at 8:40 AM

You approved these proofs 10/*/14, past the 10AM EST deadline. This order went in for Friday's order, Monday was a holiday. We have a turnaround of 4-5 business days. We will get these back on press with Saturday delivery, you will have the cards by Saturday morning. You're still getting them within our turnaround. It seems like you received the initial set on Wednesday by mistake, and there is plenty of time to fix the problem.---

---At this point I discontinued contact with SSW Printing and contacted my credit card company to file a dispute.

---As you can clearly read they first claim: on Fri, Oct **, 2014 at 8:25 AM "Your cards have already been printed, your cards are in route to you." and at 8:40 AM they say: "We will get these back on press"

---On Oct. [redacted] I received another email from SSW Printing that read:---

---Sat, Oct **, 2014 at 12:40 PM

Your order has been delivered today, and left at our front door.---

---Once I arrived home and found the package, I contacted [redacted] to return to sender.

--- I received another email from SSW Printing:---

---Thu, Oct **, 2014 at 2:39 PM

Your credit card has been charged an additional $25 for refusing delivery of your product, [redacted] charges us this fee and we're passing it on to you. Unfortunately, due to the nature of the items we ship, we cant offer returns as we cant resell this product to someone else.---Desired Settlement: My credit card company is currently disputing all charges.

Business

Response:

The customer's statement is correct except the fact that she was told that she would get a refund, her order by mistake was shipped to a different address. We retrieved the order and got it shipped to her as fast as we could with [redacted] next say Saturday delivery. Once we print business card, we cannot restock this item and sell it to someone else. This seems like a case of buyer's remorse but unfortunately once a item is printed, we cant offer a refund due to the nature of the product. At this point, with the shipping costs we have already lost money on this order. This is the tracking number for the delivered product that was delivered on Saturday ([redacted])

We offer a 1 week turnaround (4-5 businesss days), the 5th day of her approval would of been on Monday, she initially got her cards on Wednesday, and we got her replacement set on Saturday before the 5th business day.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Fortunately for me, credit card purchases are protected under the Fair Credit Billing Act. This law gives the consumer the right to withhold payment on goods purchased with a credit card yet not delivered as agreed. My credit card company has denied payment to SSW Printing and I have received a full refund.

However, I do not appreciate being misrepresented by SSW Printing. You can read in their response to my first complaint that they were negligent in service. They state that by "mistake" they sent my order to another customer. Yet they accuse me of "Buyer's remorse" which is the sense of regret after having made a purchase and is frequently associated with the purchase of an expensive item such as a car or house, not a $39 special for business cards. I simply decided that I wanted to work with a more reliable service. My decision to discontinue business was due to poor service on the part of SSW Printing not to my own "remorse".

Also they accuse me of being dishonest when they state: "The customer's statement is correct except the fact that she was told that she would get a refund", this is untrue, I was told that I would receive a refund by an SSW Printing employee. Here is the actual email message between myself and SSW Printing. Their argument has never been that I was not promised a refund, but that the rep who promised the refund was not aware of "The initial conversation" in which I "was told" that the order would be sent back to press. As far as my agreeing to it, I was not given a choice however, I promptly called back after deciding to take my business else where.

Oct **

to SSW

I spoke to someone from your company today and requested a refund because your company sent me another person's business cards which I recieved in the mail yesterday. I prefer to work with a different company. Thank you.

SSW Printing

Oct **

to me

Yes, but our notes show that there was two phone conversations. The initial conversation you were told we will send your order back to press for expedited service and you had agreed. The second time the phone call, the rep was unaware the order was already on press. We will overnight the shipment to you.

Although their rep was "unaware the order was already on press" he instructed me to "throw away the other cards" and I was promised a refund at that time.

Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but isn't the goal to achieve repeat business through satisfied customers? If SSW Printing had honored their representative's promise of a refund I would be issuing referral business instead of warning others about the pitfalls of doing business with this company. I have always tried to come to an understanding with my own customers who are dissatisfied in anyway, not force them to abide by my protocol, even in the event of my own loss. That is how professionals conduct business.

I regret trying to do business with SSW Printing.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by SSW Printing regarding complaint ID [redacted].

Sincerely,

Review: I ordered business cards from this company. I brought to their attention (after the cards were received) that the email address on the cards showed .coW instead of [redacted]. I was told that I should've caught it on the proof they emailed, and since I did not see it then, I was out of luck.I question whether a company employee typed in .coW on purpose as a joke. It is extremely insulting to have .COW on a business card, but SSW Printing refuses to remedy the situation. It was clearly not a type on my part because if I had mis-typed, I would have accidentally hit the "n" key or any other key near the "m" as opposed to the "w" which is nowhere near the "m," and is typed by the opposite hand.The services of this company, and their insulting business practices of sneaking in "jokes" onto people's business cards is shockingly unprofessional and insulting. I am dumbfounded that the company refused to reprint the business cards!Desired Settlement: I had asked for the company to kindly reprint the insulting business cards, but was told that they would not. The lack of customer service is extremely disappointing. The cards are very obviously NOT usable. I would like a full refund as I have now placed a business card order with a more reputable company.If this lack of customer service is a reflection of one employee, and not the regular practices of this establishment, then I will settle for a replacement and the firing of the employee.

Business

Response:

This customer placed their order on 4/**/14

Below is there original order:

notice the email address they entered:

then we setup this proof that was approved on Sat Apr **13:26:**2014:

It was then delivered to her on: 4/[redacted]/14 ([redacted])

She then emailed us on 5/**/14 (24 days after receiving her business cards) confirming how she "completely missed how WRONG these business cards are!!!" It was what she ordered and the subsequently approved in her proof. (see below)

xxx-------------------------------------------------------------

I completely missed how WRONG these business cards are!!! My email address is written as .coW instead of [redacted]!!! How embarrassing!!! A reprint or refund is in order. I would like to change things if we reprint. Please call [redacted]

--

xxx-------------------------------------------------------------

She then demanded a free set of business cards for her own mistake

Once the customer places there order, they are given a proof. The proof is supposed to be looked over by the customer for any typos or misspellings and approved by the customer before we send them to press.

Our legal department has this complaint, and they will look into any legal action they could take against [redacted] for her fraudulent misrepresentation.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

A representative from this business who did not identify himself called to yell at me and threaten me today. I have read the email from the company and how their representative attempted to interpret "how Wrong they are" to an admission of fault on my part. Clearly customer service is not a part of their practice!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,