Overall: poor communication and a bad attitude when they realize they dropped the ball on an order
I had to last-minute find a store that could do a rush order for a plaque. So I called Trophy King and asked about getting a plaque done in 2 days. I called on a Friday and needed it on Sunday, so if they couldn't guarantee it 100% for Sunday I would have moved on. I had called a few other places and they couldn't do it that quickly which was fine, I'd just call another store. I made this deadline very clear to this store when I called to get a quote.
They tell me they could do it for Sunday but I needed to email them more info to get a quote. So I email them, and we get the price ironed out. This all happened on a Friday, but after Friday I literally never hear from them. No response to my email at all. I call the next day, on Saturday, and speak to a female. I ask when I can pick up the order but she says there isn't anything ready AND THEY AREN'T EVEN OPEN ON SUNDAYS!! There was no way I could have picked it up then. I'm pretty annoyed that even after confirming my order via email no one gave me any of this important information and that my order wouldn't be ready. It took a lot of phone calls and frustration, but we found someone else who could help on such short notice. I wish they would have told me upfront that they don't do pickups on Sundays.
Cut to a week later (and 5 days after I needed the plaque) I get an invoice from Trophy King. I call the store and ask why they're charging me for an order they could not do in time. The man on the phone says it was done the day I ordered it since it only takes them a few hours to make. I ask why no one contacted me, and he asked why I didn't contact them first?? In my opinion, it's on him to let me know when it's ready as he is the one making it. However, I tell him I did call but the female employee said it wouldn't be ready for Sunday. He claims no females work there. Regardless, I asked him why he didn't contact me AT ALL to let me know it was ready or how I could have possibly picked it up when they aren't open on Sundays. He kept avoiding these questions and just kept saying it was impossible that I spoke to a female and I should be responsible for following up again.
If his employee gave me wrong information, there was nothing I could do about that. BUT, I don't think the employee was wrong. I believe they just didn't do it OR forgot to contact me. Why else wouldn't they have let me know it was ready? I know not to use Trophy King in the future since the communication is all over the place. read more