Tile and Iron Studio Fails to Deliver Timely Product

I ordered a hand-made address plaque from the Tile and Iron Studio, for two friends who just got married and are starting a new home. I received an email stating that the company would need longer than I anticipated to produce and ship the item by the requested date (the date of the wedding). I asked if there were any way to move the delivery date forward, as I was trying to have the item in hand by the date of the wedding. I received a short email back from Steve Chwedoruk stating that they would move my order to the front of the line. I never received tracking information or any notification from Tile and Iron stating that my package had finally been shipped. The day before the wedding I called and Steve sent the requested tracking number. Unfortunately for all, the address plaque arrived the day after the wedding, which is also the day after myself and the bride and groom left the delivery state. I'm now faced with the expensive shipping costs to send this heavy item from Michigan to Colorado. I felt it only fair to voice my disappointment to Steve, as he had made it sound as if I would receive the item on schedule. I've only been met with rude and condescending emails and the implication that I'm an "unappreciative" customer in return. This is one customer who will NOT be returning.
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My name is Steve Chwedoruk and I own The Tile and Iron Studio. Keatin15 ordered a sign from us and required a 2week production and delivery window.

Our normal time for a sign where we have to complete the custom made tiles, make the frame, glue and grout the tiles into the frame, clean and seal the sign, and get it to the customer is 4 weeks. Keatin15 called and said she needed the sign in 2 weeks. I agreed to expedite production and asked Keatin15 if she would like to pay a few more dollars for expedited delivery through UPS as opposed to the normal ground delivery. She declined.

We had the sign ready for shipping within a week and I once again contacted Keatin15. I told her that UPS was showing a ground delivery date on a Friday, her wedding was on Saturday. She declined once more to spend the extra money. UPS ended up being a day late and Keatin15 called on Monday ranting and raving that I had embarrased her in fron of her family.

She said the sign had arrived, it was beautiful, but we should change our website to reflect that "special requests" would not be met.

I tried to expalin that we had bent over backwards to get the sign to her on time, there was no reasoning with her. We have completed over 5, 000 signs in the last 8 years, and as anyone can see, this is the only complaint we have received.

#128478 Review #128478 is a subjective opinion of poster.
Chicago, Illinois

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