Etched Images

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  • 1758 Industrial Way # 101

    Napa, CA 94558

    Map & Directions
  • 707-252-5450

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My company wanted to place a large order for sandblasted stemless wine glasses as a corporate gift and I called Etched Images to employ their services. Their web-site appeared professional, but that is where all professionalism ended. From day 1, I let them know that I wanted samples done, which we would be more than happy to pay for. They said that would be no problem. I paid for glasses to be shipped to them and received two sets of samples that ended up not being what our CFO wanted. I specifically asked for our logo to be smaller and paid for another set to be sent. They sent the samples and they were all wrong. I re-read my e-mail request and they had indeed made a mistake, but I decided to not worry about it. No problem, I sent another set for additional samples and then received a call that the manager said they would not do another sample for us. I reminded them that not only had they told me that I could get as many samples as I wanted (as I was paying for them), but that last set they sent were wrong. The rep said that she was sorry and that she wouldn't blame me if I cancelled my order, as I had been really patient with them. I asked to speak with this manager that was cutting us off and was told that she had refused speak to me. I was completely shocked and amazed that I was being treated this way. We were going to place a $2,500 order with them (and develop a relationship for future orders), but just wanted to see what we were paying for prior to ordering. Not once did anyone mention that my samples were to be capped at a particular number. Obviously I'm not going to work with them any longer and cancelled. They put me in a terrible position where now I am scrambling to find another company to do this work for me. I am out a month of time, plus they just sent me an invoice for $160 for the prior samples. I have never experienced such unprofessionalism in my life, and I suggest you go elsewhere if you value customer service and quality.

0
★☆☆☆☆

My company wanted to place a large order for sandblasted stemless wine glasses as a corporate gift and I called Etched Images to employ their services. Their web-site appeared professional, but that is where all professionalism ended. From day 1, I let them know that I wanted samples done, which we would be more than happy to pay for. They said that would be no problem. I paid for glasses to be shipped to them and received two sets of samples that ended up not being what our CFO wanted. I specifically asked for our logo to be smaller and paid for another set to be sent. They sent the samples and they were all wrong. I re-read my e-mail request and they had indeed made a mistake, but I decided to not worry about it. No problem, I sent another set for additional samples and then received a call that the manager said they would not do another sample for us. I reminded them that not only had they told me that I could get as many samples as I wanted (as I was paying for them), but that last set they sent were wrong. The rep said that she was sorry and that she wouldn't blame me if I cancelled my order, as I had been really patient with them. I asked to speak with this manager that was cutting us off and was told that she had refused speak to me. I was completely shocked and amazed that I was being treated this way. We were going to place a $2,500 order with them (and develop a relationship for future orders), but just wanted to see what we were paying for prior to ordering. Not once did anyone mention that my samples were to be capped at a particular number. Obviously I'm not going to work with them any longer and cancelled. They put me in a terrible position where now I am scrambling to find another company to do this work for me. I am out a month of time, plus they just sent me an invoice for $160 for the prior samples. I have never experienced such unprofessionalism in my life, and I suggest you go elsewhere if you value customer service and quality.

Pros: None

Cons: Customer Service, Timeliness, Price

 

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