How long does it usually take for SP to answer e-mails?

[akanesama]

Hi, all - I e-mailed Signed Pieces yesterday (it''s been 24 hours) and I was wondering how long they normally take to respond to e-mails. I told them I wanted to place the order by today so I was a little disappointed that I hadn''t heard back on my questions. I re-sent the e-mail just in case it wasn''t received but haven''t heard back. My spam folder is empty.

I wanted one of the answers to the question in writing (I asked about if store credit is an option just in case something is wrong since it would be a custom order) and I asked some specific questions about what I want.

Thank you for reading.

 

[neatfreak]

I would just call them. Email is hardly ever the quickest option...

 

[Lorelei]

Date: 10/29/2008 2:06:57 PM
Author: neatfreak
I would just call them. Email is hardly ever the quickest option...

Ditto - various things can happen with email.

 

[akanesama]

I did call them two days ago - they were very responsive and helpful. I just want clarification in writing on the non-refundable options. I understand they are a reputable company but I am nervous spending this much money and I want to protect myself as the consumer. I have no intentions on returning the ring but I want to be protected for those "just in case" mishaps.

I don't think it's unreasonable to expect a decent turnaround time on e-mails if you list that as a means of contacting your business on your website. Unless the website specifically gives a timeframe on the turnaround time.

 

[neatfreak]

Date: 10/29/2008 2:14:03 PM
Author: akanesama
I did call them two days ago - they were very responsive and helpful. I just want clarification in writing on the non-refundable options. I understand they are a reputable company but I am nervous spending this much money and I want to protect myself as the consumer. I have no intentions on returning the ring but I want to be protected for those ''just in case'' mishaps.

Just call them and tell them that then. I am sure they would be happy to fire off an email for you with that request. But when the request is MADE by email, it might take them longer to respond.

Also, often people who aren''t serious about purchases make inquiries by email. So my guess is that calls get preference when deciding where to spend their time...

 

[akanesama]

Date: 10/29/2008 2:16:52 PM
Author: neatfreak

Date: 10/29/2008 2:14:03 PM
Author: akanesama
I did call them two days ago - they were very responsive and helpful. I just want clarification in writing on the non-refundable options. I understand they are a reputable company but I am nervous spending this much money and I want to protect myself as the consumer. I have no intentions on returning the ring but I want to be protected for those ''just in case'' mishaps.

Just call them and tell them that then. I am sure they would be happy to fire off an email for you with that request. But when the request is MADE by email, it might take them longer to respond.

Also, often people who aren''t serious about purchases make inquiries by email. So my guess is that calls get preference when deciding where to spend their time...

I understand, but I guess it''s rubbing me the wrong way that they haven''t responded.

 

[neatfreak]

Date: 10/29/2008 2:19:53 PM
Author: akanesama

Date: 10/29/2008 2:16:52 PM

Author: neatfreak

Date: 10/29/2008 2:14:03 PM

Author: akanesama

I did call them two days ago - they were very responsive and helpful. I just want clarification in writing on the non-refundable options. I understand they are a reputable company but I am nervous spending this much money and I want to protect myself as the consumer. I have no intentions on returning the ring but I want to be protected for those ''just in case'' mishaps.

Just call them and tell them that then. I am sure they would be happy to fire off an email for you with that request. But when the request is MADE by email, it might take them longer to respond.


Also, often people who aren''t serious about purchases make inquiries by email. So my guess is that calls get preference when deciding where to spend their time...

I understand, but I guess it''s rubbing me the wrong way that they haven''t responded.

I think you need to remember that they are a small operation with no dedicated person to answering web inquiries all day (unlike bigger companies like Whiteflash)...it puts it into perspective a bit. I am sure they are doing the best they can, but if you have a time crunch, I would just call...

 

[ImpatientOne]

Call them!!!

 

[diane5006]

As others have posted...call them if possible...just because your spam folder is empty...doesn''t mean theirs is...

e-mails and voice-mails sometimes go missing...

Give them a call I am sure they will be happy to help you

 

[ilovedogs]

I ordered my ring from them and they never answerred my emails. I had to call them

 

[Allison D.]

Date: 10/29/2008 2:19:53 PM
Author: akanesama

I understand, but I guess it''s rubbing me the wrong way that they haven''t responded.

Akan, it''s also entirely possible that your email didn''t reach them. I know I''ve not gotten emails at times due to firewall settings or spam filters.

 

[katamari]

Date: 10/29/2008 2:14:03 PM
Author: akanesama
I did call them two days ago - they were very responsive and helpful. I just want clarification in writing on the non-refundable options. I understand they are a reputable company but I am nervous spending this much money and I want to protect myself as the consumer. I have no intentions on returning the ring but I want to be protected for those ''just in case'' mishaps.


I don''t think it''s unreasonable to expect a decent turnaround time on e-mails if you list that as a means of contacting your business on your website. Unless the website specifically gives a timeframe on the turnaround time.

Akanesama, I don''t think you are being unreasonable at all. It is extremely unprofessional to not reply to your customers or potential customers if you list an e-mail contact. If anything, I would think it would be more convenient for an operation to conduct business over e-mail than over the phone because you can communicate on your terms. Unfortunately, though, there is probably nothing you can do but call them again and demand an e-mail response. But, I do think it is fair that you demand an e-mail response.

 

[so cal girl]

I agree with the others that you should call them. Hopefully you will have a better experience than I did.

I have called them twice about an email that I sent with some questions, and rather than answer my questions on the phone, they said they would reply to the email. They have said this twice, and I still have no response.

I was quite surprised, since they are so highly regarded on this site, but I don''t think I will be buying anything from them again, as I was a bit frustrated.

 

[ImpatientOne]

I have had several dealings with SP and they have been nothing but professional and bent over backwards to accomodate me, even when some damage was my own fault.

I would just call them!

 

[akanesama]

Date: 10/29/2008 8:24:07 PM
Author: so cal girl
I agree with the others that you should call them. Hopefully you will have a better experience than I did.

I have called them twice about an email that I sent with some questions, and rather than answer my questions on the phone, they said they would reply to the email. They have said this twice, and I still have no response.

I was quite surprised, since they are so highly regarded on this site, but I don''t think I will be buying anything from them again, as I was a bit frustrated.

I don''t think that''s right at all. And also to katamari - I do think it''s unprofessional. I''m glad I''m not the only one who feels this way.

Just as an update, they still haven''t written back. I guess I''ll take my business elsewhere.

 

[oobiecoo]

Sorry they haven't responded. I had a similar situation recently (different vendor) and just ended up taking my business elsewhere. I felt like my project or item wasn't worth their time... if they only have 8 hours in a day to repond to calls and emails then maybe they chose to respond to someone with a higher cost project than myself. Oh well... hope you find what you are looking for elsewhere!

 

[heather318]

My initial e-mail to them took a while.. But once I had someone respond and had their e-mail to respond to, then the e-mails were pretty quick.. They have great customer service, so I definitely vote on calling them!

 

[onedrop]

Not to beat a dead horse with this, but I had a similar experience with SP recently by e-mail, so I''m glad this thread was started. Finally I decided to just call and they were very helpful and thorough. I ended up ordering from them and I am actually glad that I called because my concerns were better voiced and answered by telephone. However for the OP I understand your frustration because I felt the same way that you did. I felt even more irritated when other vendors were answering my e-mails within 24hrs and even on their days off. I also understand that that SP is a small operation, but I kind of feel like if e-mail is an option to get quotes and questions answered, that SP should devote some time to answering e-mailed messages. If that''s not possible then perhaps remove that option until they have the staff to give attention to e-mails. Just a thought...

 

[akanesama]

As I just posted in another thread, I called Signed Pieces (since they never e-mailed me back) and asked if I can make an appointment to visit their store. The gentlemen I spoke with said they have nothing in stock so they have nothing to show me. Also, I asked again about the non-refundable policy since I''m ordering a size 8 - and I asked about store credit or an exchange if something was wrong with it. He said they don''t do exchanges and I''d have to sell it back for significantly less. I asked again if there''s something wrong with it not because I don''t like it and he said, well if it''s a manufacture defect then yes.

 

[onedrop]

I'm glad you came back and updated your situation. Though it seems like you are still unsure ordering given your hesitation about what would happen if the ring doesn't work for you. It's a risk to order sight unseen and then not be able to return the piece for a refund or get store credit. I sense your frustration in not being able to see and/or try on an example of what you want.

Are you wedded to the idea of using SP for your eternity band? I agree that they make a top-notch eternity band, but some other vendor might be just as good and a little more flexible with returns if you aren't happy with the final product. Or...you can just take a risk and just hope that the ring is all you desired!

 

[Steel]

I know that other posters have had great experiences with SP and understand that for them it was a great experience. But I expected more, I expected my emails to be responded to quicker and my telephone calls to be met with some/any enthusiasm. In the end the product did not meet the specifications set out and finally I was offered a full refund. Bottom line, I would not order from them again but they did the right thing.