ComplaintsforSevern Graphics

• Initial Complaint

  03/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 3/14/23 I had called and emailed then company for a quote on framing and was told I would receive a call back that day. I did not receive a call. I called on 3/15/23 and asked to speak with someone for a quote. They told me someone would call me back shortly. I called later that day before close of business and the person that answered stated that someone will get back to me when they have a chance. I asked if they were busy and not accepting new clients or new projects. He didn't answer my question. I then asked to speak to the manager and he stated he was the owner. The owner had told me from the very beginning of the conversation that I should call another company. He stated that he doesn't know when someone would be able to return my phone call. He also wouldn't answer me on if they were not accepting new clients or projects. It seemed like the "business" was either not open or not functioning. The customer service from the Owner himself was appalling. From the very beginning of our conversation when I was asking about a quote for framing a picture he was immediately rude and very unprofessional. I just wanted a picture framed and I couldn't imagine if a large business was trying to get a big project completed. This company and customer service is awful. No-one should treat a customer in that manner.

  Business response

  03/24/2023

  While we appreciate feedback on our company, it is unfortunate to receive such a lopsided message from a potential customer. The complaint misrepresents the communication that transpired. The timeline is correct in that there was not an immediate call back. This is not uncommon in today's business environment, but timely response is a goal that we continuously keep in front of us. In our phone conversation the following day, this person stated that they had a last minute gift idea for someone wherein they needed to supply a very large folded up map, and get it dry mounted onto a sheet of foamcore. I clearly stated to this person that the project that this was not a service that we offered, because it is nearly impossible to complete without doing a very poor job, or worse yet, ruining the customers supplied map. We have been in business for 40+ years and come from a very knowledgeable position, but I understand that may not be of sufficient value for some people. Unfortunately, either I was not clear enough during our phone conversation, or this person did not wish to take "this is not something that we can help with" as a response.
  

  Regardless, if this person interpreted the conversation as unprofessional or rude, i apologize that it was viewed in that manner. Conversations are two way streets and both parties should do their parts in remaining professional and respectful in all phases of life. On that point, I certainly hope that this person can find what they are looking for.

  Customer response

  03/24/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  The owner is now not being truthful. Terrible business. 
  Sincerely,
  
  Laura ******

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