Help please · Poster Print on Demand

Help please

Hi all. Can anyone advise me please. I have a large print with frame stuck in production. I ordered it last Monday, 12th October. Today is day 9. I have opened a case, and Tom has messaged to say he is trying to get this sorted, but it’s been 9 working days. My customer is threatening to cancel and demand a refund. Is there any way to get more information as to why there is a holdup? I have no idea why it’s stuck in production or when it will be shipped. What information can I give the customer, if I don’t have any information from Printshrimp. How can I save this order? I am so frustrated. 😞

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Help please