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Service is great, until something goes wrong

I ordered some signwriting for my van around 3 weeks ago, it arrived within 3-4 days, fairly quickly I thought, so all was good. That is until I went to put the signwriting on my vehicle, having used the online template tool for my specific van I was confident all of the stickers would work nicely. It turns out the rear door sticker was too long, but mistakes can happen to anyone, so as long as it can be rectified it wouldn't be too much of a problem i thought. I contacted them by email, and got a prompt reply from "Russell" assuring me that they were sorry for the mistake, and the new writing would be with me ASAP. I assumed that if they sent the original order out within 3-4 days, then as part of a good customer service they would work quickly to rectify their mistake and get this part out in similar if not a quicker time frame. 2 weeks later and despite several emails still I am waiting to finish my van, it doesn't look very professional of me turning up to clients houses with a half written van. It seems this company are great at replying to emails and getting the original order out, but if something goes wrong they seem to lose interest. Just hope they get your order right first time!

06 June 2013

Reply from Citaglen Ltd

I am very sorry that the reprints have taking so long to get to you, We aim to send the printed vinyl within 5 working day (this is due to the time it takes to produce the best results for you without smudging the prints) and cut vinyl within 2 working days, We send the reprints in the post using royal mail and it seems in this case they have got lost along the way. I have arranged for your vinyl to be recut to be sent today using our next working day service which should be with you sometime tomorrow.
Kind Regards
Russell Pearce

OCostello´s profile

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United Kingdom