Response From FASTSIGNS® of Westerville, OH
November 16, 2016
I reviewed the email threads and there definitely was a misunderstanding. You placed the order 10/31 and we responded within 2 hours letting you know we would have a "proof" ready by the end of the day on 11/1.
I apologize that we did not explain that a "proof" is a mock up of what your sign will look like not the actual sign. This is an important step in doing any custom printing. Once you approve the "proof" we create the final product. This can take several days, it just depends on how many times we need to go back and forth with design changes.
We strive to deliver a high quality product very quickly. As you mentioned our typical feedback is very positive, we work hard to satisfy our customers on every order. I will make sure our team explains what we mean by a "proof" in the future.
Our standard cutoff time is noon for delivery the following day. For example if we get approved artwork today at noon we have the order ready tomorrow by 4:00 PM. This is the standard we meet on over 97% of our orders. There are exceptions for certain materials and sizes that take longer to produce.
I wish we could have met your request of the next day delivery, had we known that was your expectation we would have told you during that first conversation that it was not a realistic expectation given that we did not have approved artwork. I again apologize for the miscommunication.