i ordered a guest book from a company two weeks ago for my wedding this weekend. it was a bit late, but i placed the order as soon as i got the go ahead from the bride. their standard turn around time is 2-4 weeks, so i had it rush ordered and spoke personally to a rep and told them the book was needed by april 24th because it is an out of town wedding. they said they could do it, took the order, and charged me the 50% rush cost. i double checked the day after my order and was again assured that it would be rushed and i would have it on time. i called to check the status today, and the rep i spoke to acted like he had no idea what i was talking about and had to go and check on the book. he said he would email me by the end of the day. at 4:45pm i was leaving for an appointment and still had not heard back, so i emailed them again. after my appointment i got an email from them saying that the book would not be ready until tomorrow afternoon and that i would have to pay for overnight shipping on top of the 50% rush charge in order to get it in time! i called and got no answer. i left a message and then sent another email saying that i was unclear as to why i would have to pay for overnight shipping and a rush charge if they were going to send me the book within their standard turn around time of 2-4 weeks. i have yet to hear back from them.

is this unreasonable?? i am just a bit baffled by this.

side note: i called whcc in a panic and talked with a rep there. they were willing to get it to me by thursday, and i am in the process of ordering one now. i am gladly paying the overnight cost to them. whatever it takes to get my client her book.

i just wanted to be sure i wasn't crazy ...

so who was the original company... sounds like asukabook to me...?

good move with WHCC - they rock and they'll do everything they can to make you happy and provide you with a quality product.

if you are being charged more than the quoted/invoiced price from the original vendor, something seems fishy. if they agreed to have the book to you by a certain date without the overnight shipping charge, a.) do you have a record of them saying that? and b.) they should be held to that agreement.

he gave me his word by phone on that specific date, but i have the invoice with the 50% rush charge. is it just me or does rush mean the customer will have it before the standard shipping time??

I think I'd be asking for a refund or at least the "rush" fee refunded

me too. a refund sounds like it's in order.... and a change of album companies. have you looked into KISS?

Don't get me started on how awesome kiss is...

+1

i use kiss for my flush mount albums - they are awesome. this is for a guest book though. my client wanted one with engagement pictures that guests could write in. i still haven't heard back from them, but i have placed the order with whcc, and they are working with me. i just need a book in my hands by friday morning before i leave. this company might not care about customer service, but i do!

yeah why isnt your blog post on their blog yet? you need to submit that to kevin - your images of their books are quite possibly the best i've seen in some time.

well, they emailed me back and told me that they would overnight it for no extra charge. apparently when you rush order a book it just mean the book goes to the top of the production orders but it doesn't guarantee any time frame of delivery. since they didn't explain that to me up front, they were willing to overnight it to me. so i should have the book today.

lesson learned.