THIS COMPANY (SUCCESSORIES) CHANGED OUR OFFICIAL LOGO WITHOUT NOTIFICATION TO US. THEY REMOVED AN INTEGRAL COLOR PORTION OF OUR LOGO THAT CAUSED THE IMPRINT TO BE BARELY LEGIBLE ON THE PRODUCT. THEY DID NOT ASK PRIOR APPROVAL FOR THE MODIFICATION OF THE LOGO, NOR DID THEY SEND A PROOF INDICATIVE OF THE FACT. THE PROOF WAS SENT ON WHAT APPEARED TO BE A WHITE SHEET OF PAPER AND THE CHOSEN COLOR FOR THE PRODUCT WAS BROWN. I HAD NO WAY OF KNOWING THEY HAD ELIMINATED THE WHITE PORTION OF OUR OFFICIAL LOGO. ATTACHED IS A PHOTO OF OUR OFFICIAL LOGO WITH A SAMPLE BROWN BACKGROUND AND A PHOTO OF HOW THEY PRODUCED OUR LOGO ON THE OFFICIAL PRODUCT BY REMOVING THE WHITE FROM OUR LOGO. THEY DID ALL OF THIS WITHOUT CONSULTING US AND IT WAS ONLY DISCOVERED WHEN THE PRODUCT WAS DELIVERED. THEY REFUSED TO ACCEPT RESPONSIBILITY AND TRY TO RESOLVE THE ISSUE, SO WE HAVE FILED A FORMAL COMPLAINT WITH PAYPAL FOR A FULL REFUND.
Réponse de Successories
Thank you, Constance, for your feedback. We understand your frustration and appreciate the opportunity to clarify the situation.
When preparing artwork for laser engraving on vegan leather, certain design elements—particularly white or light-colored portions—do not translate well to engraving and can result in unclear or muddy imprints. To ensure a clean and professional result, our design team adjusted your logo accordingly and included that version in the proof that was sent for your review and approval before production.
That proof was approved without any further request for changes, which is why the item was produced as shown. We always aim to preserve the integrity of our customers’ branding, and when adjustments are necessary due to material limitations, we make every effort to communicate those changes through the proofing process.
We regret that the final product did not meet your expectations and that this was not addressed before production. Our team remains available if you’d like to further discuss the outcome.