Designed By Memories Avis 131

I’ve ordered a portrait in the beginning of January. I have yet to be contacted about my portrait. This was a gift for a Sweet 16 party. The party was last week. I’m not happy with the customer service. I’ve emailed them 3 times. All I get is a robot response & they have yet to reach out..

LOVE MY PORTRAIT! Great experience with this company. ZERO complaints. A++

Absolutely beautiful! Love my recent purchase! Far exceeded my expectations!

I have been emailed them for over a week now to refund my money. The product is nothing like what they show on their website. I was not getting any responses and just today this is what I got back:

It would be cool if you KNEW HOW TO READ. We literally tell you multiple times we respond in 24 - 48 hours. So why did you email us so many times? Oh yeah, because you can't read?

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Stephanie Alexander
Designed By Memories
Customer Support Team Manager

I was able to preview my project. I had two areas to correct. The staff were very prompt and made the changes I asked for. I highly recommend this company. This was the second project I ordered from them.

I'm on day 28 since order date. Like many other reviews I was told order shipped but there is no tracking number. I have sent 4 email requests asking for any sort of update and they simply won't respond anymore.
1/31/2024 EDIT: Today I received my order. I will give credit where credit is due and I will acknowledge the product is excellent. I'm very happy with the canvas print I recieved. It took more than a month to recieve and was worth the wait but it would be far better for everyone involved to be straight forward from the beginning about order times. Customer service response time could also improve.

Horrible customer service
Placed an order two weeks before Christmas and received it three weeks after afterwards

I emailed and they responded it was in transit when in reality they never had a tracking number
Then this week almost a month afterwards I get an email that it shipped
I replied yo email that I wanted it cancelled and my money back and
Customer service manager emailed me a very rude comment capitalized to stop emailing them
What a horrible organization !!!

Time to produce the art was quick and reasonable. The modification I asked for was done right away and the finished product is absolutely beautiful! I couldn’t be happier!

I’ve used this company twice before my third time has been an absolute nightmare!! Finally after not getting anywhere with why I have not gotten my order that was placed 1/21/23. I told their customer service it would be highly u likely I would ever use their business again
Their manager Stephanie from customer support wrote this to me

We are indeed taking action. Also, pretty insane how just 1 order being delayed out of the 3 you ordered causes you to never use us again. So you must never shop anywhere then, since every business makes mistakes or has issues.

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Stephanie Alexander
Designed By Memories
Customer Support Team Manager

I have used this company many times. When I ordered this time I was kind of in a crunch trying to get it done on time. They didn’t have to get it done for me in time but they did. So I greatly appreciate that.

Everything I bought from them has been nothing less than spectacular and if you want something unique, this is where you go! Will definitely use them again.

Beautiful portrait, I will order more.

This was the third project that was done and all three came out fantastic! Would highly recommend this company!

I ordered a 16x20 portrait on 12/3. I received an email the same day saying 7 business days to get the portrait done and another 2-7 days fro shipping. I sent them an email on 12/11 then again on 12/14 asking for an update. got emails saying the I would be contacted via email within 24-48 hours. nothing. sent another email on 12/19. same deal. On 12/15 Natalie P. emailed me and said that my order was ready to ship. on 12/21 I still had not received a tracking number and was (again Natalie P) told that my order wouldn't reach me by Christmas. I emailed again on 12/24 for a tracking number and expressing my frustration and total discontentment. Stephanie Alexander replied that "the literal cutoff date for guaranteed delivery for Christmas was Dec 1st". Whatever happened to the 7 days then 2-7 days? I re-expressed my dissatisfaction and frustration and was asked to "see if we should cancel and refund?" again by Stephanie. I sent another email on 12/24 asking for the tracking since I had been told this had been shipped. Stephanie's answer was "The cutoff date was Dec 1st. throwing a fit won't changed that" oh the audacity of this woman. I sent another email on 12/26 with a few words of my own about me throwing a fit (my email was fairly long) and about how terrible their customer service is and how they lie about the orders to buy time. I also told her that instead of blaming the customer, she should apologize for the delays and accept responsibility. I also told her that her company won't go far with this customer service (explained that I would write a negative review) and the answer was "we've been in business for over 3 years, we'll be fine". Today is December 28 and although it appears my order is on its way, but not received, I urge you to NOT DO BUSINESS WITH THIS COMPANY.

I wish I would have investigated this company before ordering again. Here are messages from this “Stephanie” mentioned in other reviews. She’s rude, awful and they’re giving you no option to call to discuss or resolve any issues.

She claims that their response time with emails is 24 to 48 hours, but I had to email again after not hearing from them in that time and she keeps making the excuse that my email would put my ticket to the back of the line. They never take any fault, they never take any accountability, they were absolutely wrong in my situation by not updating me on the order and then, after telling me it was already on the way they are refunding me and having it rerouted back to them.

They act like they’re in high school, they don’t know how to run a business, if it truly is a business. This is sad!

Emails below after my 4 attempts to reach out having not heard any update on my order:

“you ordered this way past the cut off date for guaranteed delivery by Christmas. That was on Dec 1st. These are CUSTOM products so they take time to make. In general, we usually get the artwork done within a week, but during these times things can take 2x as long.”

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Stephanie Alexander
Designed By Memories
Customer Support Team Manager

My response:

“Stephanie,

I can understand if it’s past the cut off date, but having absolutely no responses to my email, until I have to keep pressing over and over is not the way to do business. I had a similar issue last year, and I was within a cut off.

I was frustrated, but I was asked to give you all a second chance, here I am doing that to give you guys business, because I am a businesswoman, and do you believe in people being successful, but this isn’t how I would treat my customers! “

“then as a businesswoman you should know that when we say our response times are 24 - 48 hours on business days (and not weekends or holidays), you should know that sending us multiple emails within that time period won't get you a faster response. In fact, it will keep sending your ticket to the back of the line because you keep updating it.” - Stephanie

Stephanie,

You must not have done your due diligence to see when I first emailed on a Monday, 12/18 and then notice that two days later I followed up because I did not hear within that time.

“As the customer here, I have every right to follow up when I am not getting any response from you all, or any update on this order.

I really don’t care to be treated like this from your company, when all I have been doing is following up on the money I spent for an order I placed. Even still, I’m given no update on my order where it might be, while told by Natalie, it was sent out, that was a while ago and there is still no tracking information!

Do you honestly think this is ok to do to a customer?”

There was no response so I sent this:

“At this point and after researching more bad reviews and experiences online by your company and rude emails by your staff you all are running a scam. There is no phone number to call. You’ve taken my hard earned money and you’re playing with it. Your team is now being rude when I’m simply trying to figure out where my proof and order is!

I’ve not been send a proof of the photo and no further follow up.

I will be pressing forward and taking this matter further to see how to resolve.

Please have a manager contact me asap!”

Stephanie’s email response:

“And like I said, EVERY TIME YOU EMAIL US, it sends your email to the back of the line. So when you email us on the 18th, we respond in 24 - 48 hours, BUT WHEN YOU SEND AN EMAIL AGAIN ON THE 20TH, that sends your ticket to the back of the line and the 24 - 48 hour response times starts again. That's how our customer service software works, it's a ticket based system, every time you update, it updates it and sends it to the back since it thinks it's a fresh message.“

She also sent a second email a minute after in her crazy emotions and said:

“You literally never requested a proof. Our website tells you to request one if you need one. Next, you're calling us a scam when you received your order back in November (and were obviously happy with it), but since you didn't receive the one you ordered AFTER the cut off date for Christmas delivery, we're suddenly a scam?

Okay, then we're now cancelling this order and rerouting the package back to us.“

She’s horrible!!! Beware of this company!!

where do i start..
unresponsive
rude
unprofessional

is that enough to sway you from doing business with this company? If not here is another one.
This is the response that we got after trying to get to the bottom of where our order was after their complete radio silence on the matter. We finally had to let them know that we were going to contact our credit card company about reversing the charge.
If you think that the company was going to be contrite about their lack of communication, sorry, you are 100% wrong:

Okay, we are now getting our legal team involved!

Let me list off reasons why this is absolutely ridiculous and why we're taking action with our attorneys.

1. You ordered this WAY past the cut off date for delivery by Christmas. Our cut off date was Dec 1st, you ordered on the 15th. We literally tell you that the artwork alone takes up to 7 business days to make, even longer during the holidays before it ships.
2. We literally tell you our response time is 24 - 48 hours. So to demand us to respond within 24 hours or else you'll file a chargeback is ridiculous.
3. This is your FIRST EVER email to us and you send one with a threat? Perfect, our legal team can use this.
We are now going to cancel your order and reroute the package back to us. We are also sending your information to our payment processor to let them know you abuse chargebacks so they can blacklist you from purchasing from any store in their network.

I've never dealt with more rude, incompetent and uncaring business people. It took over a month to get a preview and when it wasn't right, it took another 3 weeks after 2 emails to get another proof. The last proof, Christmas week, was terrible and I ended up canceling. A second picture I ordered shortly after the first did arrive the day after Christmas. It was just ok. I didn't dare ask for any changes with what happened with the first one. Then I get a rude "don't waste our time ever again" email when I canceled the Nov 7th order. These people are not professional, not quick to respond and not competent artists. Don't count on a gift to arrive before you need it.

I made my order on December 5th and received a confirmation immediately. After the advertised time-line that I should've received my order I emailed their customer support for an update. The only reply to my communication was a cancelation notice received today. This unprofessional company also blamed me for canceling my only Christmas gift for wife.
You will be wasting your money and time if you choose this unreputable
company.

The finished product was far beyond what I hoped it would be. The picture is for my daughter and I know she will be thrilled.

How do you contact this company?
They changed my cc.
No product!!!!

Picture sent in to put on canvas and canvas picture returned was outstanding. 3 week turnaround. My emails were quickly answered. Top notch product and service! Very happy!