Regal PawtraitsReviews of regalpawtraits.com

Response from Regal Pawtraits· May 14, 2024

Diedre, We understand the frustration caused by the lack of communication and apologize for any inconvenience. During the holiday season, we experienced an unexpectedly high volume of inquiries, which led to delays in our response times. Upon reviewing your order, we see that your proof was approved on December 7. However, we regret to inform you that by the time we received your address update request on December 14, your order had already been shipped. Unfortunately, we were unable to change the address at that point. Please know that we take your feedback seriously, and we're actively working to improve our communication processes to ensure a smoother experience for all our customers. If you have any further concerns or if there's anything else we can assist you with, please don't hesitate to reach out to us directly. Thank you for bringing this to our attention, and we apologize for any inconvenience caused.

Response from Regal Pawtraits· May 14, 2024

Sherry, We appreciate your feedback, and we understand your frustration with the delayed response, especially during the busy holiday season. However, we need to clarify some misconceptions in your review. Firstly, we sent shipping notifications to the email address provided during checkout (s***********[email protected]), a standard procedure that may have landed in your spam or promotions folder. Regarding your claim about the missing crown, we never received such a request. Your specific instruction was to adjust the placement of the lacey collar and cat head, a revision promptly executed in the proofs. This is your request verbatim: "Can you move the lacey collar and cat head farther down onto the top of the purple dress? It looks like the cats head and collar are floating off the dress.The cat in the orange dress is perfect. Thank you!" As for questioning our legitimacy, we provided you with proofs, revised proofs, and ultimately delivered your canvas within the timeframe for your selected shipping option. This highlights our commitment to delivering on our promises. We take pride in our brand's integrity, and such accusations are unfounded and damaging. We're dedicated to ensuring customer satisfaction and maintaining our reputation. Should you have further concerns or require assistance, please don't hesitate to reach out to us directly. Thank you for your understanding.

Response from Regal Pawtraits· May 14, 2024

Klee, We understand your disappointment, and we want to address your concerns while maintaining transparency about our policies. After you approved the proof, it was promptly sent for production and shipping, as clearly stated in our website and proof emails. Unfortunately, changes are not possible once the proof is approved, regardless of any additional payment. Moreover, we offer unlimited revisions to ensure customer satisfaction. If you had requested the crown addition during the proofing stage, we would have gladly accommodated your request. However, once the portrait has shipped, modifications are no longer feasible. We regret any misunderstanding but stand by our policies, which are communicated clearly to all our customers. Despite this, we understand your frustration and are open to discussing potential solutions. Please reach out to us directly so we can address your concerns and find a resolution. Thank you for bringing this to our attention.

Response from Regal Pawtraits· Jan 7, 2023

Thank you for your review Deborah. It leaves out a lot of details. We've been in constant touch with you via email and messenger. As we informed you, your order was lost in transit by Evri. A free reprint was offered to you but you declined and asked for a full refund instead which was provided to you immediately on December 17. We also sent you free digital copies of your portraits in December. The case was resolved then to your satisfaction. You started contacting us out of the blue couple of days ago and demanded free physical prints be sent to you or else you will post defamatory reviews online. When a representative explained that this is not possible since we have refunded your full order you were rude, condescending, and made even more threats. Unfortunately, you acted on the threat, went ahead, and posted that fake defamatory review here. We do apologize on behalf of the shipping carrier, and we have already done the best we could to resolve your issue (full refund on Dec 17 per your request plus complimentary digital copies of your refunded order).

Response from Regal Pawtraits· Dec 20, 2022

Hi Amelia, We've been in constant touch with you and have already worked on your revisions multiple times also changing costumes for you to try on without any additional costs. I understand the impatience given the holiday season, and I apologize for the slow response during the weekend. We have replied to your emails addressing your concerns. With our rejection emails, we clearly send out instructions that it takes 2-5 working days to resolve your rejection reason. Anyways, your entire order is now refunded. I hope this resolves your queries :) Happy Holidays!

Response from Regal Pawtraits· Sep 25, 2021

Hi Raccine, So sorry about the experience you had. Firstly, about the refund: I can confirm 100% of your order amount has been returned back to you. Please check your paypal / bank account to verify the same. If you have any doubts you can reach out to [email protected], but I can confirm all the order amount has been refunded as Iam writing this reply. The reason your portraits did not look as good as the website is that the photos you submitted with your order were unusable, screenshots of extremly low quality (your face was barely visible) and did not follow our photo uploading guidlines. We emailed you informing the same, you sent us new photos and unfortunately the new photos also did not follow our guidelines. But still, we tried to creat a best possible portrait based on the low quality photos provided to us. When it didnt work out, we cancelled and refunded your order as per request. Raccine, we strive our best to provide utmost satisfaction to our clients and will use this as a learning experience in educating our clients more thoroughly on the image uploading guidlines so that situations like these do not arise. Best Regards Sofia