TrophiesandMedals.com reviews

Dear Ms Sitali,
I am so sad to see your review and the angle that it takes.
You placed your order for 12 of these awards at 6.54pm on 17th April requiring these awards to be sandblasted and delivered for a presentation by midday on Tuesday 23rd April. That's a maximum of 3 working days if we were to deliver on 23rd and 2 working days if we were to deliver the day before (for peace of mind).
We started proofing on the morning of the 18th and proofed a few times without any extra charges when you made amendments.
We ordered the awards in on the 18th and the awards arrived with us on 19th.
The proofs were approved on the 19th.
Unfortunately my glass engraver was sick on this day and I advised you of this and I engraved the awards personally whilst a colleague packed them so they could be despatched on Friday 19th to be with you on an AM service on Monday 22nd.
Therefore I know that the awards were not broken when they left us.
We were advised at 3pm on Monday 22nd that one was broken. The earliest we could get a new award in to us would have been the Wednesday 24th, meaning delivery to you of Thursday 25th at the earliest. You were advised of this but because the award winner was leaving the country on Wednesday I understand your added disappointment. However you were also aware of our sick engraver and everyone would appreciate the backlog this could cause. As such it was not possible to despatch this replacement until Monday 29th.
On the Thursday 25th at 4.50pm you also advised of a second broken award and even said if we have to charge 'please do'. This award came in to us on the Monday, engraved on the Tuesday 30th and delivered to you on Wednesday 1st may ... we replaced both awards at no charge. We covered the cost of the awards, engraving and two deliveries - without question or grumble.
A total of 2 of the 12 awards were affected, one on arrival and one at some time later - so not 100% certain if the award was knocked by the recipient - but we have not questioned that.
I do not think our Service could be faulted, extremely fast initial delivery, prompt and free replacement of 2 damaged awards.
The 6" glass award itself retails at £14.15 + VAT. It is a star and therefore attaches to the base on just two small points. They are extremely popular given their very low cost and design but do have a higher tendency to come away from their bases than other awards. The product is supplied by Glenway, a supplier that most UK retailers use. If we take this product off our website people might think we don't sell it but if we keep it on we may get more unhappy customers like yourself. I think as a result of your review and the fact that for some reason you say you will not be using us again which I simply do not understand ... I will put a large note on this item advising customers that you were not happy and some other customers have experience breakages and whilst in most cases if ordered well in advance we could sort any problems before a presentation it is well worth making the point.
Of course the outcome would have been the same whoever you ordered from - although they may not have replaced them so quickly and at no charge - that is why I do not understand why you have so publicly decided not to deal with us again - regardless of the product??? It makes no sense though of course is your prerogative.
One final point of reference for all review readers is that a thicker more solid star is available if required and if budget allows but is £54.99 instead of £14.99 - the code is OC040A
I hope you are able to reconsider buying from TrophiesandMedals.com in the future - we have tens of thousands of happy customers over 14 years trading and I am very upset that you are one of the very few unhappy customers.

Jason - CEO & Founder

Dear Mr Gripton and readers of the review looking at Curtain Hire.
It is unfortunate that the complications of curtain hire vs the other products mean that whilst we clearly state the cost of the delivery (and collection) of curtains as £30 in total and the refundable deposit of £200, we cannot assign a delivery cost to just one product and cannot add a deposit amount to the price of an item.
Delivery was charged at £7.99 and ADVISED at £30 - so obviously the balance would have to be taken - the £22. Curtains on a wooden board are heavy and bulky and the couriers charge more for this .. .plus we have to pay to collect them as well. IF you tried to send them back and pay for it your self you would find they would cost you over £20 for posting back ... so enough about the nonsense of delivery and collection cost.
We are sending out high quality curtains for major opening ceremonies .. the curtains have to be perfect. They cost us over £400 to make .. so obviously we can't send them out without a deposit as some people try and 'keep' them and others send them back torn or damaged so we have to pay for repair and without a deposit we would never see that money. A £200 deposit is less than we should take but irrelevant since it gets refunded when returned.
We have to check the curtains in order to make sure there are no charges and we have been very busy and failed to do this as quickly as I would like.
Mr Gripton was very rude at the time of ordering and in hindsight we should have refused to serve and cancel the order. It was extremely short notice and we should have let him moan at someone else.
The answerphone comes on after closing hours and is offered when all lines are busy ... the largest firms on the planet can't answer their phones so don't pick on the smallest firms struggling to survive and keep staff employed .. pick on BT, British Gas, Direct Line and hundreds others .. I'm here at 7.34pm not seeing my 4 kids and wife to look after the decent, honest customers not people like Mr Gripton. Get a grip! (Obviously I should have taken a moment and deleted this but hey, you only live once and I have only had 2 customers like Mr Gripton in 14 years)

Dear Grace and Ann,
I'm really sorry to hear that your rugby clubs awards did not reach you in perfect condition.
The engraving plates should of course be perfectly straight and this is of course the norm.
I am investigating with my team what might have happened and at this point can only assume that either the courier had arrived and they were put on in a rush or that as sometimes happens, they were put on straight but moved slightly during packing/transport.
Either way it is not something that I consider acceptable and I would like to put it right for you. You should be able to remove the engraving plates with fingernails or very carefully with a flat knife away from one's body - and then replace straight - if they get damaged I can organise for us to re-send new plates with self adhesive backing. If necessary I can arrange collection of the trophies from you and get them re-done by the team here.
I want to make sure you are perfectly happy whatever the resolution as I want to be looking after your award needs for a long time to come.
Please let me know what I can do for you.

Your sincerely

Jason Rich
Founder & CEO