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Taking Responsibility
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My experience with Allegra has been very poor all three times I have used them for business printing projects. It seems that much of the poor experience results from inefficient (mislabeled and complete lack of) record keeping as well as insincere customer service for example, cheerfully telling me on the phone that they would promptly get back with me about something or another and then demonstrating a lack of concern by not following up at all.
The first job, I very clearly stated was time sensitive, they said that they could meet my deadline, however were three days late and cost 50% more than what was quoted.
Most recently, I requested that they email me my logo. I had paid them a pretty penny to tweak and perfect is as well as had met with them numerous times to be sure we got it how I wanted it. When it was done, I understood that the logo was mine and that I had access to it when I needed it as they kept it on file. I requested it just a few months after the job was completed. I simply called asking for one thing, I was very clear, I wanted my logo, a day later it was emailed. They sent me one of their drafts, which does look very similar to the final proof of the logo and in fact the draft was labeled "logo". That draft has never been used and they have used the correct version of my logo on two different occasions. I did not notice the small difference and had another company print 1,000 business cards using the incorrect logo. Of course, I am upset and understand that I could have been more observant, but I also feel strongly that Allegra should take responsibility for this error.
I made a phone call to the owner, Mike to inform him of this unfortunate mistake and hope that he would take action or at least take responsibility and offer an apology for Allegra's oversight. I felt patronized by the way he talked to me. He diffused responsibility by explaining to me that everyone makes mistakes. He also seemed offended that I would take my logo to another company and seemed to lean on that fact as a reason not to take responsibility. He talked over me and raised his voice. I couldn't help but think that if I had a deeper voice, i.e. was a man, he would not have treated me so poorly. In the end it was a stand off and I told him I was disappointed and
that I realized my dissatisfaction in a nationwide company means very little, but that I would do the one thing I know I do have power to do, which is to post a review at the BBB. He said- that's fine, have a great day, and hung up, which to me, reiterated the condescending tone of the whole discussion.
I think this company would benefit by having a more complete and concrete system of organization. I also think it would be helpful for there to be some customer service training with a focus on compassion- how to put your feet in your client's shoes.
Thanks for reading,
S.A.
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