I’m feeling compelled to write this post as this afternoon a customer has really upset me and has acted in what I consider to be a deplorable fashion, tweeting unpleasant comments about Artcadia.
I’m simply going to blog the emails exchanged which has led to this unpleasantness and I’d appreciate feedback from anyone who feels I have dealt with this situation unhelpfully or unprofessionally.
Preceding the below emails, we’d sent emails back and forth about supplying one of our existing ranges for her stationery, we’d offered a 10% discount and as per usual replied to all emails within an hour. She did ask for a free sample, and we did tell her we charge for samples. We did mention that we would deduct the £4 sample purchase from her invoice should she choose to order.
I’d like to hear from the illustrator who provides the artwork for the products the customer has included in the emails – perhaps they could let me know if they had indeed given permission for us to print their artwork.
To protect the customer’s identity, I have referred to her as “THE CUSTOMER”.
Thank you for the quote.
I have another question (sorry!) I see you do customised designs, I have seen a design that I love and would really like to base my invitations on, how would we go about getting a quote for this? As I assume it is based on the detail of the design?
Hi THE CUSTOMER,
I have permission from the image owner to use this on my invitations.
Would you be able to do this or not?
Images attached. Its really quite similar to the other one I selected. I would like to have the owl motif at the top, with the border being as on the frame.
Thanks for your help with this,
To be honest I think it would be an easier/better experience for me if I looked elsewhere for a printer that is prepared to work with me on this. It doesn’t appear your services are adaptable enough for customised designs, or that you are interested in the business I am offering as I am sure you would be a lot more helpful if you were.
Thanks for your help anyway.
Sorry, I think you have misunderstood me here.
If you read my emails again below, you will see that I have specifically said I have permission from the designer. I work for a large legal corporation so I can assure you I am more than aware of copyright legislation.
I am astounded at the tone of your email; I am a prospective customer, and to respond in that way is totally unacceptable.
I would not choose to go with you now no matter how much I liked your designs, and I will make sure that I publicise this experience so other people know how well you treat your customers.
Thank you for the insight, I am so grateful I found this out before I actually paid you any money for this.
I can most certainly understand your perspective on this, it is the way you have chosen to relay this to me (someone that was prepared to pay you a substantial sum of money for wedding invitations) that has caused me to feel that you do not want my business.
As far as I am aware, I have the freedom of speech to express my experience with you, and please be assured I will use this as much as I wish. This is not a threat, it is simply my right to speak about my experience. I think you will find there are whole sites dedicated to this, tripadvisor is just one of many. It really is your lookout to not only provide amazing products but the service that goes with this, and if you cannot be bothered then you cannot expect to gain customers or good feedback.
Your responses to me have been professional but incredibly unhelpful. You have made no efforts to help me in any way, and you even went so far as to suggest I went elsewhere (We do offer custom design work, but we couldn’t attempt to recreate someone elses design, we’d always advise contacting the original designer/printer who could do something similar for you.)
I do not think I am being unreasonable, I approached you with the complete intention of buying my wedding invitations with you, but the whole experience from the beginning when you insisted I pay for a sample, to this exchange has been painful and has put a very sour feeling onto something that is supposed to be a happy and exciting experience.
I don’t honestly feel I’ve been unhelpful – You’ll note that I always reply to emails quickly and deal with enquiries as best as possible, but sometimes I have to say no to things which just simply aren’t possible.