Complaint Review: Wrist-Band - Internet

I ordered debossed silicone wristbands from this company on January 20th. My client's event date was February 3rd. I live in Hawaii, so I actually called the company to make sure that the production dates and shipping dates would make my in-hands date. Luckily I called because the company informed me that it was Chinese new years, and their production would be down for a week. So the customer service agent told me I would need 3 days rush production and 5 days shipping to meet my in-hands date. I asked him if he was sure it would get here on time. He told me that it would arrive on February 1st. My emailed order confirmation shows February 1st as my delivery date as well. So I was content that my order was going to be here a couple days before the event date.

January 31st came, and I used the online form to get the status of my order. I didn't get a response all day, so I used the form again and sent a second request. I didn't get a response that day, so the next day (February 1st) I called the company to get a tracking number. The customer service agent took my order number and told me that the order hadn't even gone into production yet. They told me it would arrive next week.

I was furious. I asked to speak to a manager. They transfered me to a manager. I explained to him that I ordered the wristbands two weeks ago, used rushed production and rush shipping. I told him that I spoke with a customer service representative to make sure my order would arrive on time. He gave me the Chinese new years excuse. I explained to him that the customer service rep was aware of that and he was the one that told me what services to use to make it here by February 1st. The manager told me he would get them to produce the wristbands that day and ship them tomorrow. They would be delivered on February 3rd (my event day). I explained to him that the event was from the morning to afternoon. It was a school fair. He said if the order did not arrive on time he would reimburse the product and shipping.

Sure enough, the order didn't arrive until 4:30 that day after the usefulness of the wristbands. I called wrist-bands and told them I was calling to get the reimbursement for the product and delivery. The customer service agent told me that they would put in the request. Then they would review the request and give me whatever reimbursement they think I deserve. I explained to him my conversation with their manager. I told him that he said I would get reimbursed for both the product and shipping if I didn't receive it in time for my event. He said he would make note of that.

I got my refund to my credit card the other day. They reimbursed me $20 for an order that was $108.29. So I ordered a bunch of wristbands that were not used for my clients event. I probably lost that clients trust because I put my trust in the customer service agent knowing his companies production times (not knowing). 

Wrist-band just makes a bunch of promises that they do not keep. I would not recommend this company to anyone looking for wristbands. I am disappointed with their service, their lack of information on their website to inform customers of delays, and their dispute resolution. I can't even imagine how long my product would have been delayed if I just used the online form and didn't know about the factories being shut down for Chinese new years. No one even called me to let me know that my order was delayed. I know they knew my delivery date, it was on my confirmation email. Someone could have at least informed me that it wouldn't make the delivery date. I could have made other arrangements.