Not a good experience
Not a good experience. Whilst initially nice and communicative, they then missed the 24hour premium deadline and sent a copy of the translation that was barely legible. After 3 emails and 2 phone calls before a response I was sent another blurry copy and told the translator was having problems with their scanner.
Eventually I was offered a free delivery of the original document. Unfortunately, as the deadline had passed, this was of no use to me as I was forced to have the translation done locally to satisfy the authorities.
By this stage I was offered a refund only if I removed my review.
I wonder, is it ethical to offer a refund ONLY on the condition that I remove my review? After a series of uncomfortable emails I did eventually get my refund but, unfortunately, I am still being repeatedly contacted to amend or remove my review.
I'm sure my experience is not common and I imagine not all translations go as badly as this, but I can not recommend this company based on my own experience. The tone of communications was particularly disappointing.
Reply from Translayte
Hello Andrew,
As discussed privately, we're sorry about the mishap with this order. The initial scan of the sworn translation was indeed blurry, which is why we offered you a complimentary and free postage of the original document.
You confirmed to us that you had received the original copy of the translation, at which point, we believed we had fulfilled our duty. Because you received the translation later than expected, we also offered to refund the extra you paid for urgency.
You declined this, stating consumer laws and instead wanted a full refund. We do not believe you are entitled to a full refund, but agreed to it if it resolved your complaint against us, as we were interested in reaching a resolution that was agreeable to both parties. Asking you to amend your review to reflect our resolution isn't unethical. It just reflects our desire to make known that we've worked with you to reach a resolution.
You have now received a fully acceptable translation, a complimentary postage service, and a full refund. We hope this helps resolve your complaint against us and wish you all the best.
Thank You,