I very seldom give a 1-star review, but I think it was earned in this case. I had a very negative experience with Bovey's Trophies (BT) in April and May of 2010. Our principal retired after a 45 year career and they sent it extremely late (after the retirement party and 22 days after I made the order) and to the wrong town. Here is a copy of the email dialogue that arose from that experience.
Emailed on May 24, 3:45 pm
From a customer to BT
I placed this order for a plaque on April 26 and then via email on April 27. At that time I was told it would take about 7 business days (or around May 6) and then it would go in the mail to us via USPS priority mail, and I was given a quote of $110 plus shipping. Our principal is retiring from a 45-year career and we had a celebration for him on May 16th. I got a call from Ken at Bovey Trophies on Thursday May 13th saying there was a problem with the machine needed to make the custom grizzly bear and could they make it out of a substitute material. I said yes, but how come I wasn't notified a long time ago, and he said someone must have forgotten to notify me. I told him to go ahead and told him it had to go out THAT DAY via priority mail at the airport post office. I asked if someone could take it there that same day and he said yes he thought they could. My hope was by mailing late on Thursday the 13th priority mail it had a CHANCE of making it to Kasigluk in Saturday's mail (the 15th) in time for the celebration on Sunday the 16th.
The proforma invoice and credit card receipt included on the outside of the box (inside the "invoice enclosed" plastic envelope) shows I was charged $125.05 on 5/3/10, although the invoice amount was actually for $123.05. That's problem #1.
#2, the box was mailed on May 17, not on May 6th like it was supposed to, and not even on May 13th like I was told it would.
#3, it was sent to Akiak School, Akiak, AK 99552. The "ship to address" on the proforma invoice you sent with the box shows the proper shipping address of Akiuk School in KASIGLUK, AK. These are 2 completely different villages.
#4, we finally got the box on Friday, May 21st. School was already out. The retirement party was over, prom was over, the student awards ceremony was over, there were no more gatherings at which to surprise him with the plaque.
So you screwed up on many levels, including OVERcharging me, then using what is presumably an inferior material, sending it late, and sending it to the wrong place. I would like to know how you plan on compensating us for this debacle. I'm not new to the bush and I know it can be tricky to get stuff where it needs to go on time, but this was just clearly a bunch of preventable screwups on your guys' part. Please give me a reason not to trash your reputation around our school district. Thanks for your time in reading all this.
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Emailed on May 24, 5:07 pm
Customer Service writes:
The proof that you approved was incorrect. We could have sent that out to you but we didn't. We had to start ALL over again which meant buying the material again. We normally charge charge our customers for having to redo items. You did not see that on your invoice. I will refund you the $2.00. I apologize for sending it to the wrong place. Pam
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Emailed on May 25, 1:44 am
So when you say the proof I approved was incorrect, was this something I did wrong, or you guys? I don't believe I ever saw a proof. I saw the grizzly bear plaque on your website and asked for one like that. Later (on the 13th, a week after it was supposed to have shipped) he did send me an email of what it would look like, and I opened it and answered him yes fine, no problem, just send it asap. Is that (the proof sent via email on the 13th) the one that was wrong? I don't feel like I did anything wrong. What was wrong with it? You guys drew it up! I'm really surprised you can't do more for me than $2.00, which you can keep. I'm sorry if you feel I'm a "problem customer." I'll not try your company again. read more