Digital Room Reviews (%countItem)
Digital Room Rating
Address: 8000 Haskell Ave, Van Nuys, California, United States, 91406-1321
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I ordered bookmarks I'm not satisfied with and the company isn't honoring there 100% customer satisfaction guarantee. Now I want my money back and the company told me no and refuse to resolve it.
Product_Or_Service: Bookmarks
Other (requires explanation) I just want my refund so I can go to an actual company and get what I want made.
This customer placed a print order from our website. We notified her the file was substandard for printing. The customer opted to replace the file while on chat with one of our representatives for a new design she had created online. The rep pulled the new design file and confirmed the name of the file with customer. Rep asked the customer if she wanted to see a PDF proof first, which customer said "yes". Conversation from chat:
Okay, I just uploaded the design to the order and the electronic proof is now ready for you to review. Just go to your order history page and you will be able to download and approve the proof there.
Client 19:26 It's perfect thank you
Agent 20:59 You are welcome. Shall I send it to printing now?
Client 21:37 yes please thank you for your help
The client received her order and is now saying she does not like the design and wants a refund. Stating she was forced to apply this design to her order by the agent. She agreed to this file per the chat above and was not forced to use it. We have agreed to refund the customer as a courtesy if she returns the product to us, which she has accepted.
(The consumer indicated he/she ACCEPTED the response from the business.)
I paid for printing a banner. I received no banner, it was never printed. No refund was given despite my intervention and request for it.
I would like my money back due to no product being received. despite my frequent intervention and even personal appearance at the office.
I would like a full refund of my payment, due to never receiving the product. I am left with no product I paid for and no money back. I would like 70$ back.
The customer placed the order on 9/28/18 and her file was rejected by our prep department due to the following issues:
Issues The artwork submitted does not match the size specified in your order. Low resolution / not sharp image/s found in the artwork. A resolution of below 150 Pixels Per Inch (PPI) may produce blurry or pixelated prints. 'Too much space on both top and bottom of the artwork and it results to uneven presentation on the finish piece.
The customer came in and talked with one of our office personnel who tried to work with her art but the art needed to be replace with a higher resolution file. The customer cancelled the order and should have been issued refunded at that time, this was an over site on our part. I have issued a refund request for this order. Customer should see the refund in 3-5 business days.
U printing does not deliver the order in the promised day
I placed an order for labels over two weeks ago. U printing does not review the order when it is placed. They only review on the day before it is promised to be deliver. This is a major problem, because if there is something wrong with the art, I need to correct and they will give me another 3-5 days to re do it.
In this particular order they already did this 3 times. I download the art, they confirmed and on the day before the pick up they send me an e-mail saying that there is "something wrong" with the art and I need to review. The last time, I made a complaint and ask to expedite because I am already out of my deadline. They told me that I'd have to pay the 1 day process fee of over 100 dollars! it is not my fault that they don't use their time wisely. I don't think I should be punished by their delay in letting me know that the art doesn't fit to the purpose in a timely manner. It has been over two weeks that U printing is playing with time, and with my money. I already pay this order. I am a long time customer. I am very upset about this
They should either finish the job in 24 hours after the correction of the art, without charging me anything, since I already gave the Company plenty of time to do it. Or they should let me know immediately after receiving, or at least 24 hours after it, since I was expecting the deliver in 3 business days (which they always do in 5 business days). If they can't provide the expedite solution, I want my money back so I can take my business to another Company. I place the order on Feb. 17, 2019. Today is March 2nd, and I can't wait anymore
After reviewing the history of this order I see the customer placed the order on 2/17, uploaded a file (proof waived) which means print as is. All files are inspected by our prep department. This file was put on hold due to major issues that we cannot fix and that concerned our prep department. Our customer service team was notified to contact the customer and should have been contacted within a few hours and was not contacted in a reasonable time frame causing a delay in the order. We are going to exercise our on time policy and do this order for free.
I have reviewed the most recent artwork uploaded by the customer and there is text that is blurry and will not be readable when printed. The order is currently on hold for new artwork or if customer is okay with the file as is, we can move forward with printing. I will expedite the order once we have approval as is or a new printable file is provided and approved.
Issues
The artwork submitted does not match the size specified in your order. With cut text. Moved the whole artwork to the safe zone with white border, please verify if this is acceptable. Artwork contains BAR CODE. Font used is either too small or too thin that they may not be legible when printed. Warning: Low resolution images detected. Image/s on the artwork has/have poor quality, which may not look good once printed. Low resolution / not sharp image/s found in the artwork. A resolution of below 150 Pixels Per Inch (PPI) may produce blurry or pixelated prints.
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes although I think the Company should contact the customer within the time frame given and not on the last day.
THIS COMPANY SCAMMED US. STAY AWAY FROM THEM PLEASE*
This is the story of how I got ripped off my hard earned money ordering flyers from them. I've been ordering flyers for my real estate business for a very long time, so I'm well versed in the type of paper, printing, finishes etc.
For the very first time, I decided to go with an online printing service rather than my local printing shop as the order size was quite big (15,000 flyers) and I wanted it to be economical as they advertised better rates.
I ordered the flyers to be created on 100lb paper. Almost all of my flyers are usually 60lb, but I decided it would be better to step it up this time. They executed my order pretty fast, I have to give them that and I had them delivered in the expected time frame.
However, the quality I received was not even close to the 60lb paper!! I paid premium for that quality and that's what I got. It looked like it was printed on normal copy paper, the one that you use for regular day to day use. I offered to send it back to them, but they accused me of "choosing the wrong type of paper". I made several attempts to reach out to them to get this fixed but I was just rudely declined every-time. This was ridiculous. I have the flyers gathering dust in my office right now as they are utterly useless to me. They offered me a measly $350 refund on a $1200 order, WHICH PROVES they know they were in the wrong, but wouldn't give me a full refund. I can never trust this company again. Though I would love to have my money back which they stole from me, I would like to raise awareness about their ethics and how they run their company.
I am in touch with attorneys to take them to small claims court about this, because at the end of the day it's not about the money - it's about the principal. They can't pull this *** and get away with it. I will happily spend tens of thousands of dollars fighting them so they don't do this to anyone else.
The company refuses to refund or replace my order of 250 labels, that were not printed as ordered. I paid $313.46 for labels I cannot use.
*** > ***, I ordered 250 professional logo labels. I submitted a photo of the exact label to be created, which is a white, oval label with a black border and our logo in the center. I requested a proof before printing, I received the proof and it looked just as the photo and coloring sent. I gave my approval for printing. I received the labels today and they are "gray" not white and I cannot use them. I contacted the company and asked to return them for refund or replacement (if they can create them as I requested). They told me to use them or throw them away, they would not be refunding or replacing the labels, their reasoning was because the labels had already been shipped and received. How was I to know there was an issue with the labels before receiving and seeing them?
At this point I would just like a refund. I contacted them about the issue and tried to work out a solution and their response was, they've already been shipped and I can either use them or throw them away. I have lost trust with this company. They do not stand behind their work or product and they obviously to not do quality checks prior to shipping out orders or they would have seen that the labels were printed incorrectly.
After reviewing the complaint and the order placed , I see the file uploaded into the the order is not print ready, it is a scanned image. I am not sure if the you assumed we would re-create the scanned image, which we can do if a design order is requested. This is something that needs to be conveyed to our customer service department.
We sent a proof from the uploaded file for approval with detailed information regarding your file per below:
Issues
The artwork submitted does not match the size specified in your order. Uploaded raw file is a scanned image. Low resolution / not sharp image/s found in the artwork. A resolution of below 150 Pixels Per Inch (PPI) may produce blurry or pixelated prints.
Repairs
Scaled and stretched document size to fit order size. Extended 1/8 inch of the artwork beyond the trim line on the electronic proof to avoid white edges or hairlines on the final print out. Moved important design elements 1/8 of an inch further inside to prevent it from being trimmed. Converted RGB Colors to CMYK as per printing standards.
Next Steps
Please download and review your proof carefully. Please confirm the size adjustment is acceptable. We will trim the piece on the Blue line of the electronic proof. Please know that enlarging images might affect the resolution or image quality. Please download and review the proof with guides that are indicated, it will help you review the repairs done by Prepress. Please download and review the proof with guides that are indicated, it will help you review the repairs done by Prepress. Check for color changes in your design after conversion. For best result, we recommend uploading high resolution artwork with sharp text and images at 300ppi. If the resolution is acceptable, you may approve the proof sent and proceed with printing. Approve the proof if everything is in order so we could proceed to printing. Otherwise, disapprove the proof and upload your replacement file. Please provide us with feedback if you disapprove the proof. You may send us instructions on how you want your file to be processed. Please print the PDF proof on actual size to check if the print qualities of the issue/s and repair/s made mentioned are acceptable.
We would be happy to reprint them at no charge with a new print ready file if you can furnish one. If you do not have one, I would be happy to discuss that with you. If you do not wish to reprint, then we will refund your money.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the printing company above states:
"We would be happy to reprint them at no charge with a new print ready file if you can furnish one. If you do not have one, I would be happy to discuss that with you. If you do not wish to reprint, then we will refund your money." to you in writing, but to me they have been calling and emailing me stating they will only give me a $70 credit towards another order, no refund.
They state here they will refund me, can you enforce this?
I will accept a full refund of $313.46 only, I do not want to work with this company any longer, they are presenting one resolution to Revdex.com and another to me.
A full refund is already in process. You should see the refund to your card within 3-5 business days.
Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept the full refund as noted above and I will watch to see if the refund shows in my account. However, I received an email directly from the company again, contradicting the statements in this complaint, stating they were only giving me a store credit of $100.00, no refund. Due to this I will keep this complaint open until the refund of $313.46 is credited to my credit card. Thank you
I am writing this review to thank Mr. Stephen G- Uprinting Manager for his help. I ordered (Job #XXXXXXXX) the Velvet Business Cards. Upon, receiving the business cards they were not what I expected or did not projected the layout description as described on the website. My business card arrived with no UV included with the logo, nor wording on the back of the card, which made the cards look very dull and some cards had like a two tone color. Some cards arrived with white spots included in the back ground that was not included in my design. Mr. Stephen listened to all my concerns, stayed in contact with me via email or telephone with the status of my complaint and resulting in my business cards being reprinted the correct way. Stephen G. was very professional and was eager to help resolved the matter. He answered all my emails promptly. We worked together this morning to create and resubmitted a reprint order. Again, thanks Stephen G.
I placed an order for business card printing, and submitted a PNG of a black card with a white logo lockup/text to be foil stamped. The advertised image on the product page is of a dark blue card with gold foil on it. Nowhere on this page was an indication requesting I select the card stock to be printed on. Nowhere in my order edits/updates page is there a specification of cardstock. I assumed the PNG I submitted would suffice to indicate that the card was black with the white areas to be foiled.
A few days lataer, I received an email from their team requesting a high-res PDF with the areas marked for foil. I sent in a high res PDF of the white logo lockup in reverse, on a transparent background to indicate which items to be foiled (per industry standard). Also asked a few questions of the customer service representative who emailed me, but never received a response. Emailed again two days later with questions, never received a response.
Received the cards. The cards are foiled on white paper, and the font was changed from serif to sans serif. I've been contacted by managers who are handling the issue: *** told me that the discrepancy in the PDF when uploaded, and the PNG I originally sent should have flagged an error and someone should have contacted me. In addition, he stated that the system must have reduced the serif font to a system font and that the discrepancy between the PDF and PNG should have been sufficient to flag a proofing error - and to receive contact.
Another "manager" emailed saying: The 2nd upload of the order has transparent background and there was no instruction forwarded to our file specialist that's why they processed it as standard since our materials for printing are all white. That's the reason why it has a white background.
When I submitted the new file, there was no area for comments/special requirements where I would have indicated the background is black for the transparent layer. However, they do have the original PNG file as a proof for the PDF.
Product_Or_Service: Black foiled business card
Order_Number: Job #
Other (requires explanation) Print the cards correctly. If the cards cannot be correctly printed on black stock, please issue a refund in full as the items they advertise are not something they can provide. This is not only a product issue but an advertising issue and a customer service issue.
I called this customer but but there was no answer and I left a message. I also sent an email letting her know I wanted to discuss the issue with her order. Customer did respond to the email with the following:
Your team did reship the cards and pending client approval that they are actually what we requested (they were drop shipped so I am waiting on client feedback) I have no issues revoking our Revdex.com report. However, please know that we were not taken care of to our expectations and that the process of trying to resolve this issue was not timely nor up to expectations.
Thank you
***
I responded to her as follows:
*** I completely understand your frustration and I do apologize for all the inconvenience and lack of attention on this order. Please contact me directly if there is an issue with the cards again . I will personally handle the order and make sure it is completed to your satisfaction.
Regards,
***
I am currently waiting to hear back from her once she gets confirmation from her customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
Still have not received word from client that these cards have arrived. Cannot verify that this was taken care of.
In addition, this resolution is coming 60+ days after the original order was printed, and it took close to a month to resolve the original issue.
I have reached back out to the customer to follow up on the reprint of her order which delivered on 5/21. To date, I had not received any negative or positive response regarding the reprint from the customer since it was delivered. I also let the customer know that we issued a full refund on the order for all of her inconvenience and trouble.
On July 06, 2017 I ordered customized labels from PrintRunner for $210.70. I can barely read 70% of them and they won't refund me.
On July 06, 2017 I ordered customized labels (Job Order # XXXXXXXX) from PrintRunner for $210.70 through my debit card. I can barely read 70% of them and they will not give me a refund after all of this time. I had spoken to Jaylyne Vallar who is the Customer Support Manager to get this problem resolved. I had sent pictures of the labels to their company for their review. They had noticed the problems. I also said I am willing to send the labels back and would like my refund for unprofessional labeling that would make customers unhappy. The only thing she stated was that I would have to customize a label again and they would reprint them and send them to me. I don't want that due to the fact that I will no longer accept labels from his company. All I wanted was a refund and Id be willing to send them the labels since they are useless. It didn't happen and she will no longer respond to my email.
All I wanted was a refund of $210.70 from PrintRunner and Id be willing to send them the labels since they are useless. It didn't happen and Jaylyne Vallar will no longer respond to my email.
Contact Name and Title: Shelly Beers, CS OPS
Contact Phone: XXXXXXXXXX
Contact Email: ***@digitalroominc.com
Contacted the customer and apologized for the issues he had with our customer service. Explained to him that the font he used in his artwork was very thin and small. Printing this thin of type with full color can cause miss-registration and the text will appear blurry. He stated that no one brought this up to him prior as he would have changed the size of the font. I offered to change the font on the labels and reprint them as a courtesy. He said that would be nice and thanked me for contacting him and taking care of the situation. Sent him my contact information in case he needed any further assistance.
(The consumer indicated he/she ACCEPTED the response from the business.)
So I personally sent a message to the CEO of this company on LinkedIn. He doesn't care and stated that personally. They are now over charging for shipping. They own several of the large printing companies. They don't care about you as stated by the CEO personally.
This company has taken jobs over seas to another country. He said "people will still over pay for our printing and nothing you can say will change that" don't be a victim of this guy *** the CEO, Chase the CFO and the rest of the people who say we are pawns in their world.
They buy up all the printing companies and believe we are too *** to research. So go to digital room inc dot com. Go to their sites and check printing and shipping cost on the same items and you will see they charge for different rates. *** the CEO said we are too *** to figure this out so here you go I will show us all how smart we are.
P.S. *** watch who you mess with in the future. We are smarter than you think.
PROBLEM: FREE 5-DAY SHIPPING was quoted for print order and then *** mysteriously jumped to $17.20, (almost more than the order), upon check out.
I was trying to have business cards printed and buy them online at https://www.printrunner.com.
I entered all information they requested in a pre-set form regarding quantity, design, size and card stock the *** showed up as $23.70 for 1,000 business cards of my choosing. The problem started when I went to the shipping rate quote box and entered my zip code and I was quoted FREE 5-DAY SHIPPING. Ok. Wow. Great *** AND free shipping. I thought fantastic.
So, I proceeded through their check out process and JUST before I was going to fill in my credit card info and hit the purchase button, I noticed the shipping rate had jumped to $17.20, almost as expensive as the print order itself.
So, I begun a live chat with Kim, at the company to try to 1) figure out what happened and 2) let them know that their calculating software was malfunctioning.
They requested that I send the screen shots of both the quote and the check out basket cost. I did. The live chat got cut off.
I wrote back and got another person, Jobelle, (might have been a "bot"?)
Apparently, in tiny tiny print at the top, about as far as possible from the shipping rate QUOTE box, is a shipping rate policy that conflicts with the quote they gave me.
Me, I can go down the road and get these cards printed by tomorrow rather than look for and pay shipping, (that had quoted to me to be free).
I am just deeply concerned that not only did they not understand that this is an issue, but it seems like fraudulent behavior. although I am not a legal expert, so I don't know if that's true or not, but I worry that others less observant or distracted maybe the elderly or less computer-savvy might not notice this change and go ahead and purchase without noticing the significant *** increase.
I was lucky and did give them the opportunity to rectify the situation that they did not take.
On my 2nd live chat with Jobelle, I waited over 10mins for her to find the info she needed and never hung up. Towards the end of the chat "she" (maybe a bot), waited no more than 2mins and evasively ended the chat with no resolution.
They might do good work and be ok people, but the current shipping rate quote box function is misleading and based on my live chat and email conversations I wonder if it is possibly intentional.
If I had seen $17.20 for just shipping on a $23.70 order in the quote I would have never tried to order with them, as there are 3 print shops I can drive to and get them the next day for zero shipping, (for their same scam ***).
I was simply lucky to notice. I look to to protect future customers.
I hope that the Revdex.com can look into this and force printrunner.com to either fix their shipping rate quote tool AND put some sort of notice of their overall shipping rate policy INSIDE the shipping rate quote box so that people do not get caught in this scam. If I had seen $17.20 in the quote I would have never tried to order with them, as there are 3 print shops I can drive to and get them the next day for zero shipping, (for their same scam ***). Something might deserve a fine or official reprimand.
Contact Name and Title: Shelly ***, CS OPS
Contact Phone: XXX-XXX-XXXX, E.7448
Contact Email: ***@digitalroominc.com
10/5/17 - I Tried to contact this customer via phone call asking him to call me to discuss the issues he had. No answer, so I left a message. Did not get a response to my phone message as of today 10/6/17 so I sent a follow up email and I am waiting on a response. I wanted this customer to know that our IT department investigated the issue he had encountered on our website, as it sounded like a glitch. Our IT department tried to replicate what this customer described in this complaint but they have not been able to so far, they will be investigating further. I Would like to speak to this customer to get any other information that may be helpful to us.