Just a bit of back story..
I have worked as a mentor for young women and in customer service for 12 years. During my journey I have learned how to empower myself and the people around me to own their sh&t. If any of you are familiar with perso...nal growth you will understand me when I say justifying, laying blame, and denying will only bring you heartache and breed bad work place culture. This is the story of why I can't get behind Indigo..
The Initial planning for wedding invites was so-so. The associate had to scramble a few times to find samples to show us and was commenting about how "her boss" has disorganized some things in front of us. No matter how subtle her dialogue could have been you never throw your team under the bus in front of clients, for me that was the first red flag.
My fiancé and I were EXTREMELY pleased with the quality and product, we brought most of the ideas to the table (literally.)
When realizing we have received 25 extra invites, (our order was only for 75), I inquired about extra envelopes for us to have the possibility to send out another round of invites...which is something our associate brought up in our initial meeting. This is where the disaster of communication started. The first response we received when asking for more envelopes was " Did I really short you that many?" **Note: I have been serving clients myself in the triangle for 12 years as when someone inquires about an adjustment to your initial service/order you don't shift blame back on to the customer. The customer will immediately be put on the defense.** A whole day of email through basecamp(the tool they provide for you to use to communicate) was flooded with the associates and owners dialogue on how this situation happened using in-house verbage that clients shouldn't have to hear and frankly we don't understand any way.
Overall they really proved that they can't handle a simple task..in fact it "horribly confused" the associate why we would have 25 extra invites. (..wow) The communication with this company was completely exhausting and frankly, at this point, I just don't have time for it. Our request for more envelopes to us was so simple, all we wanted is information on how to get the envelopes, that's it. So trying to figure out on a public forum, with the clients watching on how we got so many extras, is none of the clients concern. NONE.
For the record the owner with her very last sentence, AFTER letting her know we would no longer be doing business with them, provided a simple sentence that was finally the answer(sorta) to our question about envelopes. "The minimum press charge for any small digital press run of extra information cards is usually $25 and takes three to four days." If only she would have provided that response to the initial question they would still have us as clients.
They really lost good-hearted honest clients who have hundreds of clients themselves. That's a tremendous web of connections. Christina and Amber, woman to woman, own your sh&t and be team players. It attracts people. Justifying, Laying Blame and Denying is all I heard from you gals. If you were my employees we would have a heart to heart about where this went wrong with this client, and for me it began with the first sentence where you shifted blame Amber and Christina, as the owner, you did too.
** I had to limit my review for character limitations, find the rest on YELP**