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Address: 13 Chrisevyn Ln, Phoenixville, Pennsylvania, United States, 19460-2270
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Address: 13 Chrisevyn Ln, Phoenixville, Pennsylvania, United States, 19460-2270
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We hired Print Solutions to print custom bags for us. We explained in detail the problems we encountered with bags manufactured by a previous company - namely that the bags repeatedly split at the seams. We discussed at length the need to have bags with a strong seal, and we sent samples of our product to ensure that it would work well in the bag material they recommended. Once the material type was approved, we submitted artwork in March 2020. This artwork was never approved because we changed the design slightly. Over the ensuing month, I had many phone and email exchanges with Alan and my graphic designer, in which we discussed the new artwork. Finally, in mid-April, we sent Alan an email with a link to the FINAL artwork. He responded, saying "Now I am going to send in the files for pre press set up. So there is one more approval to go through before it is completed and ready to print ok?" He NEVER followed that email with a PDF proof of the final artwork. The only proof we got was a press proof for a different size bag that he was also producing for us.
Without ever submitting a PDF proof of the final artwork, he sent the bag to production. When it arrived, we realized he had printed the old design. When I reached out to him and explained the situation, he simply sent back the March email with the original artwork attached and said, "This is the 8lb bag." Over the phone, he tried to say that I approved the artwork. I asked him to furnish any email correspondence with a proof of the new artwork, along with a written confirmation of my approval. He evaded the question and could not provide such correspondence (because there wasn't any). When we asked for a refund, he said "you have to be sure you have seen and reviewed the correct pdfs because when someone tells us to print their files, we are just printing what we have set up." Once again, we never received ANY PDFs of the new art. He offered to split the re-run cost with us, which we feel is unacceptable given that this was not our mistake.
On top of the wrong bags being printed, we have now discovered that the bags are splitting at the seams when filled with our product. I asked if he would be willing to re-do the order, and he said we would need to send the bags back for him to test the seals to determine if they are faulty. Given that over half of them are splitting when filled with the product THAT THEY ALREADY TESTED, I don't see the point of having them tested again. Not to mention, Alan is very slow to respond to my phone calls (or he just doesn't) and I am already overdue on several order deadlines due to this problem. I need a refund so that I can move onto a printer who delivers a better product and customer service.
I received your complaint in the mail today regarding ***.
Below is what is sent to the customers in every invoice-
Customer responsible for all art proofing. PO Changes billed at $150 an alteration. Matte films digital will have a matte window. 3% late fee on anything 10 days past due. Billable 10% overages apply to orders over 50,000 pieces and 20% overages apply to orders under 50,000 pieces. No returns or refunds unless clear manufacturing defect is found. All returns and rejections must be scheduled in 10 days from receipt of goods. We appreciate your business! Final invoice sent when job ships. Digital pouches 3-5 week ship time from final art approval. Final Invoice includes shipping and overages. Customer is responsible to read all corresponding information in reference to invoices, art files and purchase orders. Art file editing billed @ $125 hourly and added to invoice. Customer responsible to send updated and correct pms colors or *** colors.
Also there is a link to our t&c on every invoice sent out. We handle rejections based on qc issues by requiring a return of the product for 2 reasons. We have proper testing equipment and we have had customers attempting to bully us into rerunning bags that they actually use anyway. If she sends the bags back and they actually fail (they are all tested before we send them out) then we will gladly replace them!
When we sent *** the press proof she responded telling me to print both jobs. We were unaware that she hadn’t seen the pdf proofs. In my experience most customers will not tell us to print anything they haven’t seen proofs for. In this case the only files we had set up are what we printed for her.
Please review these screenshots.
Every aspect of dealing with this company went wrong, starting with the 15-20 business day promised in writing delivery of the bags I ordered, the actual delivery date was over double, which was the first cause of major financial losses to my small business, The owner of the company knew I needed a proper timeline so that I could order enough of my old food product packaging to get me to the delivery of the new bags, so weeks went by where I could not sell my product because I did not have the new bags in the time frame given to me in writing. Once I finally received the bags, I quickly realized among other cosmetic issues, these bags were not the bags that I ordered. I was sent bag samples by the owner of the company, I then picked the bag I wanted to use, had my bags designed with the proper nutritional facts to coincide with the bag I chose, and sent the image of the bag I had chosen to the owner of the company. When it came time to get me the template for the bag, he told me in writing, he would send the dimensions of the bag to the woman generating the template, not once was I asked for measurements, on the contrary I was told "I know the bag I printed it, I'll send the measurements over", so once I received the template to approve for print, I approved it, believing it to be for the bag I had chosen because I was told that it was. To further the list of issues, many of the bags that I have looked at have defective printing as well, the actual printing is off about a few cos with run off of the image showing on the side of the bag, there are also many bags I've come across with small holes punched out in the bottom of the bag, my products are food and obviously can't use bags with holes exposing the food. I asked after all of this for my correct bags to be printed or to be given a full refund or I would take legal action, I was told good luck with that and that my messages would no longer be replied to. Incredible any business would treat another small business this way. Shame on them
Dear Revdex.com Representative:
We are writing to you today due to a complaint received by *** regarding invoice #***. As you can see from our terms and conditions, lead times are not guaranteed. You can see from the invoice attached, she had reviewed the bag details before purchasing. When we began this project back in February, we had suggested a larger size but she wanted the 4x6x2 size. It's up to the client to determine the correct size for the packaging based on the product size and their manufacturing requirements, and we guide them as best we can with our expertise. *** had also approved the PDF proof which we send to the client before production starts for those exact dimensions. As you can see from the photos attached, the bags are made for that size.
Also, if you read the email that comes along with our invoice, we clearly state that dimensions, materials and art approval is the responsibility of the client. We are very clear on this. As far as any cosmetic issues with the bags, we print exactly what the customer provides us and they approve in the PDF proof. Often times these smaller companies choose lesser skilled designers to save money. In this case she informed us the designer did the design for free as we had suggested a professional. So we have no responsibility as to her choice in design and the quality of image of which was provided. It is also up to customer to send the items back to Print Solutions Limited if there are any issues to be fully inspected for manufacturing defects. If defects are found, the items would be re-run to the correct specifications – as per our Terms and Conditions. In this case, the client decided to not send them back instead she used them to package her product.
The bag’s specs were approved multiple times by ***, of ***. *** had made partial payment on the order and then cancelled the second final payment. We have an outstanding balance and the damaged product has not been returned. It's unfortunate that she chose the wrong size of bags and the wrong designer. Print Solutions sees no liability in this case. We have over 100 high end customers around the country and when there's a clear defect in manufacturing we stand behind it. In this case there was not.
Below is the link to our terms and conditions that is clearly stated in the final invoice sent to all of our clients.
https://printsolutionslimited.com/terms-conditions/
Thank you for your time and we hope that this issue can be resolved as quickly as possible. Have a great day!
Alan P
Print Solutions Limited
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:this is completely false information. I didn’t need a larger bag I needed the bag exactly the size I ordered which I was told by Alan the owner of the company was 6” tall, HE gave ME the measurements of the sample bag I chose, saying which I have documented twice that I did not need to measure the bag that he knew the measurements and would send to the woman generating the template, he made the mistake in saying or thinking the bag I chose was 6” tall when in fact it was closer to 7” tall, so clearly he was wrong in saying he knew the measurements and would handle getting my template. The bag I chose is one that he should be familiar with as it is all over the cover page of his *** business page. However him printing me the incorrect bag is not the only issue, in fact it seems I discover more flaws in the job everyday. Not only is the print run off to the sides almost overlapping and many bags I continue to find with holes, the 40,000 bags I ordered were also broken down into the different flavors and I ordered 4000 of one and received only 500. Some of the bags open at the bottom and others are glued to far in that they won’t function. Alan is correct in that I have used SOME of the bags which I had no choice but to do since my request to correctly reprint them was answered in an email telling me that was the last email that would be responded to and I quote “good luck”. I had no choice but to hire a new printer to the job correctly who has also documented his professional opinion about the poor job that was done for me. I’m including further documentation proving that while yes I approved the template they sent, that it was Alan company owner that gave the dimensions the only time I responded with a dimension was reiterating what I had been told. Also my graphic designer is a professional packaging artist and has never once encountered an issue like this, his artwork and template that he sent over was perfect, the mistakes were only made. I accept responsibility for approving the artwork that the printer then setup inaccurately because I didn’t see the white lines on the sides with the white background but I didn’t ask for the bags to be reprinted because of those white lines, I asked for the bags to be reprinted first because it was not the bag I chose from the samples I was sent. It is sad and shameful that a grown man can’t just admit to his mistake. I am in dispute working with my cc company to at least recover half of my payment. I’m fine paying for half the order because half the bags are about all that I might be able to utilize. As a business owner if I fail to deliver the product promised and within the timeline promised I would certainly be quick to rectify not responding with rude, accusatory excuses. This company has already proven the type of product they deliver, I don’t want anymore of their cheap and low quality work that took just under 2 months to receive. Being shorted 3500 bags on one flavor and half of the 500 I received that I have opened have holes in the bottom I had no choice but to order replacement ones from a more reputable company. Because I was not offered the opportunity to send back all the damaged bags for replacements and was instead told I wouldn’t be responded to again and “good luck”, I moved on. I just want half of my money back and to move on with my life and business, hopefully this information will help someone else avoid the horrible product and service I received from this company.
Regards