I ordered an aisle runner for a friend on a Wednesday. When reviewing the order details I realized I had requested name of bride and name of groom, and bride wanted name of groom and name of bride - in that order. I quickly e-mailed the "representative" assigned to my order requesting the correction be made. I live on the east coast - but I also work 12hr shifts. I was not able to call during business hours due to my schedule. 2 days later I still had not received a response. I decided to call on the weekend, since I happened to be off, and left a message. I received a call back Monday - and the rep stated they had received my message and she was trying to get in touch with the artist to make sure my order was correct. I got a call back Tuesday, and the rep stated the order was done, and was about to be shipped - but no corrections had been made. I was NOT happy. I called the next day and spoke to the rep - said I felt I had done my due diligence by e-mailing and calling - yet the order had still been processed without the change. She stated the artist said it fit better with the brides name first, because of the # of characters, etc. In other words, they decided to change the order of names without asking me, without checking with me, and then just shipped the product. Thankfully my friend, the bride, was ok with the way it turned out, but this is still no excuse for not getting in touch with me about any changes. The rep did not offer me anything - I stated that I felt if the bride didn't like it, they would have to replace it at their expense - but the rep said there wasn't much she could do and to please check with the bride. Poor customer service, in my opinion. I'm not sure if the rep has ever been a bride herself - and doesn't understand how important details are in a wedding. You don't want to pay for something, expect it to turn out a certain way, and then be surprised with a product that wasn't what you had asked for - especially not on your wedding day - one of the most important days of your life! Very poor communication in my opinion - for a product that is not cheap. Definitely would not recommend this to another bride.
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