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Let me start off by saying my grandfather passed away yesterday at 2:40 PM. My mother purchased a blanket with a photo collage with all his photos with his family. She purchased this blanket for his funeral that's taking place on Sunday June 23rd. She receive the blanket but everything she wrote on the blanket was misspelled. We called Collage.com and asked for a supervisor or manager and the woman that picked up the phone said she was the supervisor which was very odd for a supervisor to be answering their customer service phone line right away. So I doubt that she was a supervisor or manager and probably did not want to get me a supervisor or manager. She was very snobby when I explained the situation and told her that this was for a funeral for my grandfather on Sunday. She said all she can offer me was to make a new blanket but I would not get it in time for the funeral. I told her the blank was going in his casket and that this was very important. She went on and on telling me how it's not their problem and not their fault and that she has offered me everything that she could and that if she sent me out a new blanket I will not get it in time. She also told me that she can order me one and we can keep it as a keepsake but that's not why we ordered the blanket in the first place. We ordered it to put it in his casket when the funeral was over. This is a very heartbreaking time for my family and for this to happen because this company does not look into the items that are purchased because they just do not care is really terrible. She never offered me a refund at all. I highly do not recommend this company to buy any sentimental items. BEWARE!
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Hi Tia, this is Shell with Collage.com. It was me whom you spoke with on the phone actually. I want to first apologize if you were unhappy with your service. I do want to address the specific concerns you stated to clear up any misconception. As I said, I'm so incredibly sorry for your loss. I do understand that mistakes happen, and the blanket was created and ordered that way and was still misspelled in the project, and it's not possible for us to detect a misspelling when an item is created, which is why we added the review page to ask you to take a second look before submitting. The issue with personalized items from any place is that they aren't something we can take off the shelf and send, unfortunately, it's something that takes days to produce properly. That process cannot be rushed. I offered free overnight shipping once it was reprinted, but overnight has to be after it's done printing first. I also offered a free replacement, though it was ordered that way. We unfortunately can't offer a refund on something that was printed and arrived as it was made. However, like I said I would be happy to get a replacement to you free of charge after you make the changes to your project to correct the spelling before submitting the order. If you'd like I am happy to review it for you as well to verify it looks how you want it to look of course. :) Please also note, we're a small company so our managers all do in fact answer phone calls and live chats and emails. I assure you, if there was any possible way to get an edited version of your blanket to you in the couple of days you needed it, I would have happily without question. I am very sorry none of the solutions I proposed would work for you, as they are all that are possible to do. Please do send me a message or an email if you would like to discuss this further and I'm happy to help in any way I can. Have a wonderful day.