Reviews

Review Details

• Review fromRussell F

  Date: 06/07/2024

  1 star

  Russell F

  Date: 06/07/2024

  Unsurprisingly, this company exists solely to make a profit, but, unfortunately, it is the sole provider for my institution. This monopoly on our diplomas allows Michael Sutter to overcharge and set arbitrary rules that only seek to squeeze the customer. I had a diploma reissued with the correct name and though Michael Sutter advertises their frames as coming with a free diploma, I was advised that I would have to pay an additional $85 on top of the frame since my diploma changed. Note that the diploma was already re-issued and Michael Sutter would be printing essentially the same document either way. What put it over the top was the customer service agent, struggling to justify this policy saying things like "it is checks and balances." Find alternatives if you can help it and write to your university about this company's poor management and predatory practices.

  The Michael Sutter Company

  Date: 06/10/2024

  This customer graduated from ****************** over a year ago and at the time received their complimentary diploma from *******. Recently the customer wanted to have his name modified and went through the process, set by ******************* requiring the graduate to pay a re-issue fee of $85.00. The University policy is that a graduate must pay a fee to have their diploma reissued after the complimentary diploma has been originally received. The customer, in this complaint to the ********************, has made up libelous un-factual and egregious statements about our company that are absolutely false and outright lies. The customer sates that our ********************** sets arbitrary rules and claims that we set pricing to whatever we want. ALL UNIVERSITIES SET THE ***** OF THEIR RE-ISSUE FEE including ******************. Our company receives a very small fee part of that $85 Fee Cornell has set, for us to print and mail the new diploma order. To address the frame advertising, yes a diploma is Free and is professional framed in every frame order, however, the diploma that is framed must come from an actual previous diploma order that has been processed, either the original complimentary diploma from the University or a subsequent re-order paid by a graduate. The customer wanted to circumvent the $85 required fee to have his modified name on the diploma. Further, his rude, disrespectful criticism of "struggling to justify this policy..." resulted from the refusal by the customer to accept actual policies stated by ****************** and that of our company. The egregious defamatory and false statements made by this customer have caused this complaint to now be in the hands of our ************* and based on BBB decision to post this publicly legal action will be taken. No failure of performance exists here, the customer order has been fulfilled.

• Review fromEric O

  Date: 02/24/2023

  1 star

  Eric O

  Date: 02/24/2023

  Received the order with poor quality craftsmanship. The glass was cut poorly and was visible from nearly every angle(glass barely extended past the frame). I contacted the company and was told they would refund. I explained that I still wanted to fill the order, but was yelled at by the owner and told that 8 others could not see the issue. He refused to correct the issue and send back because they are already losing money on the order. The owner went on a rant and was disrespectful.

  The Michael Sutter Company

  Date: 02/24/2023

  This customer did not have an understanding how ever frame is made. This is a matter of customer seeing something and explaining by putting a camera deep into a corner to find that the glass was cut short. All frames have glass that is 1/4 inch short so that it fits into frame. Not only straight on was this frame looked at by over 10 people but also even at angles, no one was able to see what was being complained about. Respectfully, with a customer that has a different expectation, even one that we complimented on for having higher standards than our **************, I decided it was easier to give a full 100% Refund, which issued 5 minutes after our phone call. To issue another Frame to this customer could only lead to another possible complaint of another part of the frame. As far as yelling, this was quite the antitheses. The customer raised his voice and would not stop to listen. Of course only a raised voice to be heard was the only option speaking with this customer. Yelling is an exaggeration, raising voices was at most a better description. This customer would not listen nor respect what he was being told. There were kind compliments given to the customer to say, your quality expectations exceed what is possible in a frame from us. I encouraged the customer to go to local frame shop to have another frame made and maybe that would meet his expectations. The customer called back 5 minutes later frantic to be sure we issued his refund as he didn't even trust what he was told. This whole situation was a matter of customer complaint of an issue that could not be seen by others. It is a very superior business service that if a customer is not happy, simply refund 100% percent of their order which was done.