Zemer Inc. WALLTAT

Initial Business Response /* (1000, 5, 2015/10/01) */
Contact Name and Title: *** ***, Founder
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@walltat.com
Revdex.com,
Our email to the customer *** *** and his wife *** are below which review our return policy and installation
disclaimer*** claims in her report to you are untrue and we do not work with inks - only vinylShe originally emailed us on 9/at 830pm, we responded to her and her husband (in order of customers inquiries) on the following day, 9/at 130pm and 240pmThe "Size C - Grand Safari" decal has been sent in one-piece to customers since without issuesOnly our largest Sizes D-F designs require or more sections depending on the design layout
We had never received any email responses or phone calls from *** *** nor have we received photos of the decal damages from *** (per our request in both phone call and email with her)We typically require photo documentation of a decals installation damage before determining if it is still usable and if a remake is necessaryAt that point we would offer a discountEven without their cooperation, we extended a 50% discount on a full remake and also offered to manufacture a free tree portion of the design that was said to have been torn during his preparation processThey also said it folded onto itself when *** was installing without helpWe received two versions of the story from ***Regardless, installing with people is recommended per our instructions and again, she said he had installed the decal alone*** was not present during the install to accurately account the exact steps he did (or did not) take according to our very specific Installation InstructionsAgain, he never contacted us, photos were never submittedWe did the best we could in offsetting their remake cost by 50% and offered to send them a free tree section and both offers were ignoredOur offers went above and beyond our return policy and disclaimerPlease read the following emails sent to both of them to fully understand our position in this matter
EMAIL SENT TO HUSBAND ON 9/22/
Hi ***,
We received a call today describing installation issues you had experiencedWe have offered a courtesy 50% discount for a remake as we cannot be held responsible for customers installationsThe installation disclaimer can be found on the left side of your Installation Brochure and also on our website (below in red for your convenience)There are Installation Videos available to watch within every product page for a quick overview of the installation processEven our most seasoned customers find this to be helpful in addition to the step-by-step Installation Brochure
DISCLAIMER
WALLTAT is not responsible for misapplication, substrate adhering issues or damages caused during installationIf you are not comfortable with installation, we recommend hiring a professional painter or wallpaper hanger that is familiar with wall decals
We understand mistakes happen during installationFor this, we are happy to extend the 50% remake costPlease advise if you are interested in having a new decal made and we will send you a coupon code to apply
EMAIL SENT TO *** ON 9/22/
***,
As discussed, all of our decals are created from the same yard bolt of vinyl that produced numerous other decals for customers who all have successful installationsIf your decal did not install properly, there is an issue with the method of preparation or installationPer the Disclaimer in the Installation Brochure (and within the HELP/FAQ section of our website) WALLTAT cannot be held responsible for issues outside of our control such as misapplication, substrate adhering issues or damages caused during installation
Please send photos of the installation damage so we can better understand what went wrong and assist with additional installation advicePlease send photos of the full design and a close up of the tree issue that you described so we can assess the situationSince only the tree was damaged, it is possible that only that section can be sent to you to resolve this issueWe would be happy to only send that portion of the design free of charge
We have also offered you (and your husband) a 50% discount on a full remake of the decalThis is a courtesy that is above and beyond our disclaimer and policiesOur offer still stands
FYI - We have Samples available on our websites homepage for customers who would like to test their surface and/or practice with installing wall decal vinyl prior to purchasingIf customers have a questionable surface or are new to the decal process, we highly encourage the purchase of a test sample for this reason
Still, with only hearsay and without the opportunity to review photos our offer still stands at a 50% discount on a full remake or a free tree section that they can easily blend into the remaining designWe would still require photos if they choose the free tree section so we know what part to make for them
We hope they will chose one of our offers in the hopes of resolving this matter
Best,
*** ***, Founder
Zemer Inc,
WALLTAT.com
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In reading my original statement to the Revdex.com it is clear that I said the "vinyl stuck to the paper backing" which is why the company offered to then send me the tree portion separate from the entire pieceThis leads me to believe that since it is offered in portions and the pamphlet that their customer service representative *** stated I could not read also states that larger pieces are shipped in portionsComparing one customers piece to another customers piece is a moot point considering that mistakes can be made in the processing of these vinyls that the company claims can not happenIn addition, my letter to the Revdex.com was the only out reach that warranted a response from the manager/owner of the company when I asked the representative *** to have him call me on September 22, Again, 5ft by 2.5ft is a large image and it is not clear on their website what they determine to be large vs what a customer would deem large i.e their sizes D, E, & F are not listed as sold in pieces
Final Business Response /* (4000, 9, 2015/10/06) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@walltat.com
We have not receive photos as requestedWe have asked on numerous occasions for photos to fully understand the issue and have not had this customers cooperation thus farUntil we receive photos of the unrolled item and a close up of the damaged tree we will not continue in dealing with this matter