Reply from Oasis Neon SignsMay 29, 2025
Thank you for your message and for sharing your concerns. I’m truly sorry to hear that your experience wasn’t as smooth as expected. We always aim to deliver high-quality products on time, and I’d like to respectfully offer some context surrounding your order.
Your order was placed and approved on 22/04/2025 based on a quote for a single-sided Front Lit signage. A detailed mockup was sent for your review and approval, and after confirmation and payment, the design was moved to production.
Later on the same day (22/04/2025), you reached out with questions and requested changes to the specifications. Despite your order already being in the production queue, we paused the process to accommodate your changes—an unusual step that disrupts our workflow and timelines, but something we did to support you.
After clarifying your requirements and finalising everything on the evening of 24/04/2025, we would normally move the job straight back to production. However, 25/04/2025 was ANZAC Day (a national public holiday), followed by the weekend. As a result, production was officially resumed on 28/04/2025.
All of this was discussed and explained to you over the phone. Despite the interruptions and changes, your approved signage was completed and delivered by 16/05/2025.
To clarify, your order was delivered within 15 days from the date of approval and payment—well within our standard production window for custom signage. Given this timeline, your comment stating you were waiting for “almost an entire month” is factually inaccurate and unfair. It is also disappointing to read that, as we prioritised your order, adjusted our workflow midstream, and maintained communication throughout.
Please understand that "front-lit signage" is a custom, hand-crafted product that cannot be produced and delivered in 2–3 days. It requires care, precision, and time to ensure the best result.
We appreciate every customer and work hard to provide a seamless experience, which includes clear communication, detailed design approval, and confirmation before any order moves into production. While we regret that this situation did not meet your expectations, we hope you can understand our limitations once a design is approved and in motion.
Customer satisfaction is important to us. Please don’t hesitate to reach out—we’re happy to assist in any way we can.
Customer Relationship Team
Oasis Neon Signs
