Tom's Glass Works has not provided me with the product that I ordered, in the font/script that I ordered and refuses to work towards a resolution.
On June 11th I placed my order, reluctantly on line with Toms. I ordered 10 silver heart jewelry boxes, personally engraved to give as gifts to my Father's friends at his up and coming Funeral. I intend to put some of my Dad's ashes in these boxes. I was very specific in my order about what script I wanted and font. After I placed my order, they contacted and said, they didn't have the heart boxes that I wanted. They sent me a picture of a replacement suggestion, NEVER mentioning anything about their being an issue with the engraving. I agreed on the replacement. When I received the results, I was in tears. Not only is the engraving hideous. not centered, it is not in the fonts that I ordered and paid $183.01 for! I called and spoke with a women, that has never given me her name. She told me she would speak to her manager. I am guessing, "Tom". She NEVER returned my call, I've had to follow up with her every time. I told her I wanted a replacement item sent to me, it could be a round silver box, a square, whatever would look acceptable with the inscription I ordered. The store has an answering machine that apparently you can respond to a message so she doesn't have to actually pick up the phone and call me. She left me a voicemail today, with no missed calls, saying they will NOT replace the items, they are sorry. So, I am stuck with an unacceptable product and I am out the $183.01. The times I have talked to this woman, she's made excuse after excuse about why they didn't turn out right. What gets me the most is, I received a confirmation email from Tom's, dated 6/12 that says "We are not responsible for incorrect information", regarding the engraving, and yet they will not BACK UP their product now that they have made the mistake. I still have time before the memorial to resolve the issue with the company, but it seems they are not interested in working with me. Filing this complaint is my only recourse.
If in fact the heart box they replaced my original order with prevented them from engraving it to my specifications, then I will take a replacement product.
I am happy to settle for a round silver box, a square silver box. But I want it engraved the way I ordered it. This is a copy/paste of my order confirmation from THEM!
Thank you for your tomsglassworks.com on-line order, PLEASE look over your emailed order confirmation for correctness to ENGRAVING INFORMATION and shipping address, any errors or changes please email us and we can make the corrections. WE ARE NOT RESPONSIBLE FOR INCORRECT INFORMATION ON YOUR ORDER. Please take the time to look your order over. Your order is in line for engraving and here is when you can expect it.
10 Choose Font Style Item XXXXXX - Heart Jewelry Box 3 Engraving Method: Metal Engraving $16.45 $164.50
Choose Metal Font Style: Choose Font Style
Text Line 1: Dr. Stuart D. Fleitz
Text Line 2: Benevolent Heart
Add 3rd line text: Yes
Text Line X: XXXX-XXXX
Special Instructions: Line 1 - Dr. Stuart D. Fleitz - Font Roman Outline Bold Line 2 - Benevolent Heart - Font Script Line X - XXXX-XXXX Font Roman Outline Bold
As you can see, I was very specific in what I wanted and they responded in kind with a confirmation. I want NEW boxes, engraved the way I want them engraved.