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Review from Peter B
1 star02/02/2024
I believe the art fee they charge for recreating your logo may be a scam. I accidentally submitted the wrong .eps logo (it had an embedded jpeg in it). Rather than telling me the logo would not work, they charged me $25 to re-create the logo for me, without my authorization. When they refused to refund the unauthorized charge, I asked for the .ai file that they re-created. Despite repeated requests by me, they were unable to produce the file they claimed to recreate, despite charging me the $25 fee. In their last email to me, their VP GM Sales and Service accused me of being unethical and lacking values because I asked for proof that they did the work they charged me for.
Successories.com Response
02/05/2024
Thank you for bringing this matter to our attention regarding ****'s concerns with our services. We understand that there was confusion surrounding the submission of his company's logo, which was unfortunately not in a format suitable for our use. As outlined on our website under the Art & Logo requirements, a $25 logo fee is applied for any files that need conversion to ensure they meet our production standards.
Upon **** reaching out to our customer service for clarification, we provided detailed information about the issues with the logo he submitted. Our website clearly states the necessity of a conversion fee for logos that do not meet our specified art requirements, and we encourage all customers to review these guidelines before submitting their artwork. For further details on our art and logo requirements, please visit: Art & Logo Requirements.
Recognizing ****'s dissatisfaction with the fee, we extended a gesture of goodwill by reducing the charge from $25 to $15. Additionally,**** was furnished with an art proof showcasing the converted logo. After his approval of the artwork, we proceeded with the production of his order.
The escalation of ****'s concerns to our General Manager,***********************, underscores our dedication to thoroughly addressing and resolving any customer grievances. This step illustrates our commitment to valuing our customers' feedback and our ******* efforts to reach an amicable resolution.
We are pleased to report that following a final communication with our General Manager, ***********************, who extended his gratitude for ****'s feedback, the issue has been satisfactorily resolved. **** has departed from this experience with a positive resolution, affirming that the matter in question is neither a scam nor a pending issue. We appreciate the opportunity to address and rectify ****'s concerns, ensuring a mutual understanding and closure on a constructive note.
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