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Réponse de TrophiesandMedals.com

27 sept. 2017

Thank you Sir,
The award was a tennis trophy with two players holding rackets.
The award was ordered on the 4th September and despatched on the 6th September with a presentation date advised of the 9th September.

On 13th September I received an email "The rackets were separate, which I guess was deliberate. But they didn't fit in the holes, we'll they fit but the holes were so wide/worn that they wouldn't stay in.
Super glue did the job but I didn't expect to be gluing brand new kit"

I replied as follows:
"Thank you Tony
I'll look in to that - haven't heard that problem before - usually if anything they're a job to get in as holes slightly too small, precisely to avoid what you've experienced.
However I imagine that in a production run of tens of thousands and the holes probably made by hand in China that the occasional hole will be too big or too small.
I'll pass on to the supplier and manufacturers and make sure it's not a whole batch issue!

Many thanks for your valued feedback. Glad you sorted it with superglue and no it's not supposed to be an Ikea/MFI or model making test!

Kindest regards"

So maybe I read the email incorrectly? The feedback was not on receipt of the award requesting we fix it or replace it (which we would have done) but was received a week after sending the award out and seemed to me to say that the problem was resolved and did not need further action.
I accepted that it should not be like that but that all of these extremely low cost awards made in high quantity in China and finished by hand will be prone to the odd human error (hole too large for racket in this case).
I did not mean to sound like I thought it was okay or acceptable ... but was glad that it was sorted (or so I thought) ...
I'm not sure I'd describe it as broken just as it wasn't described as broken in the first notification I received about it.
However we would have replaced it without question. I'm not sure what I was supposed to have done? The award was £11.99+VAT so a refund of any sort would have been a token gesture at best and I just didn't think that a £1 or so refund was what was being sought.

I am very sorry that I got it wrong and that the product, otherwise a very nice product that has not had this problem before to my knowledge, was not as it should have been.

The same product is however available from most other trophy retailers - the same trophy - so the same issue with that one trophy would have been experienced from whomever's stock that trophy was sitting in. Just happened to be our bad luck.

So the one star is really not for us but that one trophy experience.
Our service was super fast, our prices were keen ... but my response was deemed inadequate for which I again apologise.

Finally the straw that maybe broke the camels back was these review sites which noone can control because they are independent - else they'd be worthless - so they send out reminders to review and if you have not had the best experience, like here, then they can be very annoying!! And lead themselves to a 1 star review.
I wish I could stop them going to the occasional dissatisfied customer, to save the bad reviews when the courier loses a parcel or throws the box around and everything arrives smashed or when ice or snow cause a delay or when human error leads to a rare engraving error ... but we can't.

So apologies for the hounding, there's nothing we or any other company can do.

Once again apologies that I mis-read your initial email as wanting something other than to tell me of the issue which you had resolved.

Jason Rich
CEO & Founder
TrophiesandMedals.com
Est. 1999

Réponse de TrophiesandMedals.com

21 sept. 2017

Hello Ian
I have just posted a reply but then I saw your review was updated so in case you don't see my initial reply then 'yes' there was some information on the website and on your order confirmation:

"Back of Medal Engraving - Engraved on Disc on Back of Medal : 3 Lines"

is the option you selected.

I wont repeat everything, in case you already received that message, but I can explain fully why we do this if you would like to email me direct.

In summary I am happy to engrave medals directly for you in future by arrangement ... we just don't overly recommend it for engraving clarity.

Kindest regards

Jason
CEO & Founder
TrophiesandMedals.com