Hi Quentin,
Thank you for your feedback. We sincerely apologize for the unpleasant experience you had.
During the time of your order, we were undergoing a system upgrade. Unfortunately, a technical issue occurred during payment processing, which caused your order not to be properly registered in our internal system. This also led to a serious breakdown in communication. Given your show deadline, we fully understand your disappointment and frustration.
Once the issue was confirmed, we immediately processed a full refund and provided a compensation voucher as a gesture of accountability and goodwill. While this does not undo the inconvenience caused, we hope it demonstrates our commitment to taking responsibility for the situation.
We have since taken the following corrective actions:
• Resolved the payment confirmation technical issue
• Implemented manual payment verification during system updates
• Established a double-check deadline review process for event-related orders
We take every customer's event timeline very seriously. This incident does not reflect our service standards.
If you are open to it, we remain available to speak with you directly and will do our utmost to rebuild your trust.
Sincerely,
AOM Displays Management Team