“Hello Carol. Please accept our sincere apologies for the difficulty you faced trying to reaching us. With an unusually high volume of inquiries and reduced staffing due to the pandemic, we are doing the best we can to attend to each customer as quickly as possible. For urgent assistance you can also reach us via our 24x7 chat helpline.

We certainly understand that while ordering online, anyone can make a mistake. As long as the order has not been shipped or produced, we are happy to make any changes. Regrettably, by the time you contacted us via chat, the order had already been shipped.

Your order is for the stand only. The stand can be adjusted from 4.75' to 10' width x 4' to 8' height so you can adjust it as required.

If you have additional comments or questions, please do not hesitate to write to us at feedback@bannerbuzz.com. We will do our best to help.”

“We are sorry to note your disappointment with our process but there are clearly some things that have been overlooked which we'd like to emphasize. Our website offers you the opportunity to explore your creative side and prepare a custom design if required, using the images that you have at your disposal while also using the website's online design tool and it's elements to set up your canvas or design. But whenever one attempts to create something using our online design tool a message prompts you to confirm whether a free-recreation is desired in case quality issues are identified by our design team. If accepted, the same would appear on your order form and would make it clear to our designers' that as a customer you are fine with the recreation of your artwork. In a recreation job, our designers can only improve the quality of the text or outline of the logos in the original design file created and submitted using the website's design tool. But that too has its limitations; in that, it's not possible to recreate a scalar image ( i.e. a JPG/ JPEG/ or an uneditable PDF ) that might have been uploaded at the time of submitting the order. While we are personally sorry about the back and forth and the typographical errors if any, we can surely try and check as to why a refund request was rejected because one can certainly request such until the time the order has not been moved to print.

Could you please share your order number to aid us with the investigation and check on a resolution in this case?”

“Hello Michelle. We are sorry that your experience with us has been disappointing.

You are right, there was an error in the size due to our design team misunderstanding the order comment. We apologize for the error - our Quality team will be sending you a note shortly offering either a replacement or a refund.

With product complaints, investigation may be required across multiple teams (design / production) which takes time, hence our customer service team is unable to resolve such issues over a phone call. Our intent is never to make it difficult for you but to ensure the error is identified accurately so that any replacement we send is correct.

Priority delivery includes rush production charges, and your order was indeed produced and dispatched within 24 hours of artwork approval. We regret that it was delivered a day late, however, transit delays are beyond our control, especially considering the impact of COVID-19 on shipping networks. Nonetheless, we have already submitted a partial refund for the shipping fee due to this inconvenience.

We are based in Lawrenceville, GA. Besides our production units in Arizona and Georgia, we have several other units around the world. Each order is automatically assigned to the most appropriate unit.”