- 5 years ago
- Wedding: September 2016 - Cambridge Mill
**Sorry this is long: Danika is a local woman we found to make our wedding invitations**
We met with Danika end of March. Our first initial impression during our consultation was amazing. She seemed to be a genuine person who was enthusiastic about making our invitations, we got along great and shared a few laughs.
If I search through all my emails from Danika since we started and they almost all start with “I’m sorry”. This just about sums up her customer service skills. But really I am not over exaggerating here…
The first step after meeting was for her to send us the official quote for the number of invites we wanted. She was going to send this over right away but it took 4 days after our meeting in which I emailed her to inquire and she replied that “she thought she had sent it through last week but sent them only to herself.” She made a mistake on the quote when she did send it with the amount $8 per invitations vs. $6 per as discussed. This was fixed same day and we e-transferred her payment in full (maybe this was our mistake).
Over a week later we still had not seen anything from her (the first step was for her to send over our names in various fonts to select one – simple right?), so I had to inquire yet again. Her reply was that she “thought she had sent these through and to let her know if we had not received them”… (um I wouldn’t have emailed about this if I had…). I checked in later that day and she said to give her 20min because she has been out running errands. Next day I asked again since I assumed something was wrong with my email as I still hadn’t received anything. She “claimed” she had sent them over the previous night and to “give her a few minutes”. She then forwarded it from her phone, with email attachments that did appear to show she had been emailing me but I just wasn’t getting them? Odd because I don’t have this issue with anyone else. At this point I stopped trusting my emails and asked her to confirm receipt of mine.
2 weeks later after selecting our font we had not heard back from her with a standard proof, so I inquired with her again. She replied that she was sorry and that I should have got them a week ago and blamed it on email spam. I did not have any emails from her in my junk folder.
I then replied with a bunch of information to fill out the invitations with. She said she would make the changes and send the proofs by Friday at the latest (that was on Sunday). I had to inquire again and on Wednesday, and on the following week we finally got them. She said she would get back to us with the updates I had replied to her with later that day.
The following day I was starting to feel frustrated with this process (it was now the beginning of May and as I said we met with her end of March) and emailed her AGAIN. She replied that she was sorry but she had a family emergency and would have everything sent in an hour. She said she would commit to having our invitations ready 2 1/2 weeks from when we sign off. She also said “I am very sorry that my personal emergency has caused a delay” which I feel is unprofessional to say. Maybe I am over reacting here? She did send them later on that day. I felt bad and apologized to her and told her I hoped everything was okay. She then said “There’s no need to apologize. I thought I had e-mailed you and I feel terrible that I didn’t.” – a little lost here because wasn’t her excuse a family emergency?
I feel that I should mention that her proofs had multiple spelling and grammar errors so it was resulting it a lot of extra back and forth and delays. I had requested some minor fixes and it took 3 days for her to get back to me after again I had to inquire. Her excuse this time was that it was a busy time of year and she was at her full 2-day turnaround for revisions. I honestly don’t see how minor simple fixes require 2 days. I was starting to feel bad that I was being pushy, we were trying to be as patient as possible but the longer we waited the more stressed I would get about whether we were even going to get these done in time.
We were finally happy enough with the outcome after the revised proof was sent and wanted to meet to view a hard copy before proceeding. She had taken a picture of it prior for us to see and she had not used the blue-grey background at all that was discussed during our consultation. She admitted to this and said she would have it correct when we met up.
When we did meet up she had still used the wrong colour for the back (it was a charcoal grey that she has used) but she claimed it was lighting differences even though we were in the same place as when we first selected the colour. Instead of arguing we just told her we preferred the black background that she had sent us the photo of. We were really starting to get worried about timing by now so she agreed that she would get the envelopes to us first. My fiancé called her and he was the one who went to pick those up from her upon completion.
The date came that she said she would have all the invites ready for so my fiancé called her on the Sunday. Instead of calling him back she emailed me that she was unavailable and we set it up to meet on Wednesday. Wednesday morning I received an email from her that she had made a mistake and ordered the wrong colour for the bands and would have them ready for Friday (the bands were suppose to be a sparkle black instead of plain black). Our schedule didn’t sync for Friday so we picked them up Saturday morning instead.
On Saturday I was feeling relieved and happy this loooooong process was finally over with. As I was putting them into envelopes that day I started to notice the amount seemed off so I counted them (really should have counted them when we picked them up). We paid for 55 total and we were given 50 of the main invites and only 48 of the detail cards. So here I was yet again emailing her – YAY! Her reply came on Monday “I am sorry about that” and said she would overnight the missing ones to arrive the next day.
Still nothing yesterday so I asked her for a tracking #. She wrote back that she was so sorry that she thought she had emailed me and that one of her closest friends passed away. She said our missing invites should arrive today. And so I wait to see if they actually do…
I honestly feel bad that her friend passed away, and maybe she’s just in a bad place in life right now, but her professionalism and customer service towards us was horrible and this whole process (3 months) has really stressed both of us out. I didn’t even respond to her last email because I was planning on asking for some compensation for all the mistakes and extra long lead time and now I just feel bad. ARGH.
There is also a review written by one other person on Wedding Wire that talks about very a very similar experience. Quote from the review “The process was incredibly long and drawn out, especially when she said her computer was broken, or her son was sick, or that she “thought” she sent my sample this morning.”