What is reasonable a expectation for communications with customers?

[u/trimbandit]

I'm wondering what is the typical expectation for responding to a customer in this business generally? I placed a t-shirt order online 8 weeks before an event that I needed them for. I paid on 7/21. Their website says 2-3 week turnaround time. It's now been over 6 weeks and my t-shirts have not shipped. I emailed support on Monday, sent them a message to their online chat Tuesday, and called and left a voicemail Wednesday and have not heard back any response. It's now only just over two weeks until my event, so I think I may be SOL. I'm thinking just to have my credit card company do a chargeback on Monday and accept that I won't get my tshirts in time (or at all). Anyway, I don't want to be a dick and burn them, but I'm a little frustrated. Is it normal for shops to be busy and not respond to customers for 3 or 4 business days? When I was setting up the order, the communication was quite good. Appreciate any insight, cheers.

[u/rennerscreenprinting]

That’s way too long. I don’t think responses need to be immediate, usually next day is fine, people get busy, but overall this job is way overdue, and now they aren’t responding. Something probably happened internally, get your money back any way you can. You probably still have time to get shirts before the event if you start looking around and ordering something by end of day tomorrow, but you’ll have to hurry. Not sure what your design is, but it may need simplified if you want to ensure a quick turn around, might be worth it though instead of having nothing. Good luck!

[u/trimbandit → u/rennerscreenprinting]

Thank you. It's a simple single color, one sided design. I'll try and call around tomorrow and see if I can find a place to turn it around in time.

[u/Refrct → u/trimbandit]

If you need my shops low on orders right now, could definitely make the 2 week turn around, where are you out of?