I had an issue arise with shipping and handling charges. I was led to believe that these charges were included with my purchase, however, upon placing my order, I was being charged for the shipping and handling anyways. I called customer service, and spoke with Aishwarya. Let me just say, she was ABSOLUTELY FANTASTIC!!!!! She was very polite, patient, and informative!!! She consulted with her colleague, Nani, to figure out how to satisfy my issue, and to ensure that I received free shipping!!! The company typically does not offer free shipping for the voucher I had purchased, but because there were several misleading things that happened throughout my ordering process, they wanted to make things right, and award me the free shipping!!! During our call, Aishwarya put me on hold, and somehow or another, our call was disconnected, but she personally called me back within a couple of minutes to continue helping me with my issue. I thought that was WONDERFUL because I have dealt with other companies before that when a call was lost, I had to call back in to them and start the WHOLE process over again. Another thing that I thought was "EXCEPTIONAL" customer service shown by Aishwarya was the fact that she kept me on the line with her while SHE went ahead and placed my order to be sure that I received the free shipping!!! Aishwarya also made sure to ease my concerns, and give me my order number while I was awaiting the confirmation email!!! She also guaranteed me that my order will arrive in time for Christmas!!! I can't say enough about the PERFECT customer service that I received from Aishwarya, and the added help from her colleague, Nani!!! Without them, I would still be frustrated ... but now I am a "HAPPY & SATISFIED" customer that will continue to use the PrinterPix website!!!!!!!! I will also be sure to recommend PrinterPix to everyone I know!!!!!!!
Thank you soooo VERY much Aishwarya and Nani!!!!!
Printerpix Response
• Dec 21, 2018
Hi Kristina,
Thank you for taking the time out to write such a positive review and sharing your experience. We would like to thank you for being such a valued customer. We truly do appreciate your opinion! We are thrilled to see Aishwarya and Nani were so helpful.
I still have not received my order. Three different reps have sent me the same exact message. Showing a photo it being complete and ready to ship.
I placed an order 11/19. I have tracked my order numerous times since and it shows 50% completion. I reached out to 3 different reps and have received the same response. They have sent photos of my order status being complete and ready for shipmemt. Assured me within a week it would ship. Yet when I log in and track it's still at 50%. How do they show me an image different than the one I see?
Desired Outcome
I want my order. I want an honest response from customer support team.
Printerpix Response
• Dec 21, 2018
Revdex.com CASE#: ***
Dear ***,
On behalf of Printerpix, we extend our sincerest apologies for the unpleasant experience you had with our customer service team when you have tried to contact us in search of information. Please be assured that we have taken all the necessary measures so that this type of mistake never happens again.
We can see that as per the following tracking information that your order was delivered on the 12/20/18.
Can you kindly confirm us if you have received it or not ?
We vow to provide extraordinary service to make things right by you. if you need any help or assistance, a senior member of our support team will be at hand throughout the entire process.
Best Regards,
Printerpix Team
Customer Response
• Dec 22, 2018
(The consumer indicated he/she ACCEPTED the response from the business.)
My product was finally delivered.
Bought Voucher for photobooks. Website not working. Lost 2 of my projects; days of work. They left chat mid-conversation. Phone rings then hangs up.
Purchased coupon voucher for 10 40 page 8.5"x11" photobooks. I have spent several days putting these books together, which has to be done on their website. The website continually fails to load, causing hours of delays. I have created 6 books so far. The list of My Projects on their website only shows 5, and one of them is entirely blank, so I have lost 2 40 page books that I spent several days creating. Now I can't even open any projects to continue working or start over on the ones I lost. I have attached screenshots of the online chat, which was entirely useless. The person kept leaving the chat and put me back in the queue. Then they left altogether and ended the chat unresolved. I asked if they would pay for expedited shipping since their system is causing a major delay in the timing of my project, which is intended for Christmas and they said "sure, but you will be charged for the expedited shipping." ??? I tried calling the customer service phone number and it just rang and rang, then disconnected.
Desired Outcome
I want my 2 lost projects recovered and expedited shipping paid for. I am not asking for all shipping charges to be paid. Only the difference between the $29.99 they charge to ship 10 books "normal delivery" and the cost to deliver them by Christmas.
Printerpix Response
• Jan 31, 2019
Revdex.com CASE#: ***
Dear ***,
On behalf of Printerpix, we extend our sincerest apologies for the unpleasant experience you had with our customer service team when you have tried to contact us in search of information. Please be assured that we have taken all the necessary measures so that this type of mistake never happens again.
From login to your account, we can see few projects in your accounts ( top right of the webpage, Account/MyProjects) and one product in your basket. Please note that we have contacted you after your query via email/number but we did not received any responses.
We would be more than happy to help you finalize this order of 10 photobook, kindly let us know how we can assist you further please.
As a commercial gesture, for all the misunderstanding and delays that you have been through, please be reassured that a discount of 50% of your shipping fees will be offered when placing the order.
Our sincere apologies for any inconvenience this may have caused you.
We vow to provide extraordinary service to make things right by you. If you need any help or assistance, please do not hesitate to contact us as we are always here to help.
Kind Regards
Printerpix Team
Customer Response
• Jan 31, 2019
(The consumer indicated he/she DID NOT accept the response from the business.)
To begin with, my problem hasn't solely been with customer service, although that has been atrocious. My reason for needing customer service in the first place is because the website is inoperable. After losing first 2, now 3 projects that each took several days to complete, I sought assistance and got none. I have since periodically checked the status of the website, up to and including today, and it has not changed. One example is, in trying to recreate one of my projects, I need to upload a picture, and the website goes through the motions, allowing me to follow all the steps to upload a picture, then the "uploading circle" just spins and spins, then stops and there's no picture.
In response to your claim of having sent me an email but received no response, what a joke! You just sent it today!! It is just a reminder that I have items in my cart and projects in My Projects. No kidding! That's because I can't get any further with your stupid website! If I could, they wouldn't be sitting in My Cart and My Projects. They would be ordered. Then I would be joining the hundreds of others waiting for months to receive their projects. As a reminder, I started this project in November as an intended Christmas present. At this point, I cannot accept an offer of 50% off shipping and let the case close until I know that I am going to be able to get the product that I paid a lot of money for. This will not be resolved until your website is operational.
Printerpix Response
• Feb 26, 2019
Revdex.com CASE#: ***
Dear ***,
Please note that one of our representatives will be in contact with you shortly to assist you to place this order.
We hope that your query was answered.
If you have any questions, do not hesitate to contact us as we are always here to help.
I ordered an item with a guarantee of 15 business days. The company cannot locate the item and will not issue a refund.
On Nov. 6th I ordered 2 items. I received one item 17 business days after I ordered it. to this day I still do not have the other item I ordered. It has been 30 days. Each time I contact the company I am told something different. I have left messages for a Supervisor to contact me but no one ever calls back. The company has not only exceeded their processing time but their shipping time as well. The fact that they will not offer a refund for an item that is missing makes no sense.
Desired Outcome
I would like the item I ordered along with a refund. The item I ordered was a gift. I have never waited more than 30 days for an item. The fact that no one at the company knows whats going on and can't provide a resolution is horrible customer service and business practices. If you order an item you should receive that item.
Printerpix Response
• Dec 12, 2018
Revdex.com CASE#: ***
Dear ***,
On behalf of Printerpix, we extend our sincerest apologies for the unpleasant experience you had with our customer service team when you have tried to contact us in search of information. Please be assured that we have taken all the necessary measures so that this type of mistake never happens again.
From what we can on our internal system is that your order has been delivered on the 12/6/18 as per the following tracking information:
Can you kindly confirm if you have received the item so we can assist you further with your purchase.
Regarding your shipping fee, we understand that such delays are not acceptable and a refund of $14.99 as been processed today on the 11/27/18. This amount will be cleared in your account in the next 2 to 3 business days.
We vow to provide extraordinary service to make things right by you. If you need any help or assistance, please do not hesitate to contact us as we are always here to help.
Kind Regards
Printerpix Team
Customer Response
• Dec 19, 2018
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept their response however as of today 12/19 I have not received my refund.
Printerpix Response
• Dec 21, 2018
Revdex.com CASE#: ***
Dear ***,
Please note that a refund with Amount of $14.99 and Transaction ID is *** has been processed on the 12/19/18.
Can you kindly confirm us if you have received the given amount back to your account and if we can assist you further with any other queries.
Should you need more assistance, please do not hesitate to contact us back as we are here to assist you on every single step of the way.
Refusing to offer refund on order not shipped.
Groupon order placed 11/28 for "755x7 cards". Order placed with Printerpix 11/29 for 1-box. Called 12/5 to see about status (waited 25 minutes for someone to answer) and was told that they processed but didn't print for 1-card only. They offered to print the other 74 but that I'd have to pay additional shipping (for a previous order that wasn't shipped). They finally agreed waive the unnecessary additional shipping and that I'd have to call back once I prepare the order all over again. They confirmed it would take an additional 7 business days plus however many days it would take to actually ship. They flat out refused to process the order faster or move it forward in the queue despite having my original order over a week. They refused to ship the order expedite without me paying for the expedite fees. They then flat out refused to refund me for the original shipping with claims that there was no way in their system they could do that. I have this in voice confirmation as well. At the end of the call, no order processed, no order shipped; customer refused to refund me for services not rendered; customer refused to make good on their mistake to process my order in a timely manner or ship in a timely manner. Had I gone through with this process all over again, I would have received my order after Christmas, rendering the order useless.
Desired Outcome
Refund of $9.99 for the non-shipping of order *** (same PO number).
Printerpix Response
• Dec 07, 2018
Revdex.com CASE#: ***,
Dear ***,
First of all, we would like you thank you for your purchase with us and please be reassured that we are always here to help.
Having checked our internal system, we can see that we've printed exactly what you submitted us to print.
Please note that after the purchase of your product on our website, you would have received two confirmation emails about what you purchased and an electronical invoice where it would have clearly displayed that the quantity of the product you've ordered, was not what you wished.
We give our customers 24 hours to let us know to any changes to be made on their order as all our personalized products are made to order and have no intrinsic value on the open market, unfortunately we are therefore unable to accept returns unless the products are faulty.
Please note that as a commercial gesture, we have offered you to ship the remaining 74 greetings cards for free. However, we can see that you've refused this and are now claiming for a refund on the shipping fee.
Please note that a refund of $ 9.99 has been processed as requested as a commercial gesture and it will be cleared back to your account in the next 2-3 working days.
We vow to provide extraordinary service to make things right by you, for that reason, If you still wish to receive this order of 75 cards, kindly let us know so we can contact you and assist you to place the order correctly and will ship them on a standard shipping service for free (please be reassured that the order will arrive before Christmas if the order is placed by at least mid-next week)
If you need any help, assistance or would like to speak with a senior member of our support team will be at hand throughout the entire process.
Best Regards,
Printerpix Team
Customer Response
• Dec 10, 2018
(The consumer indicated he/she ACCEPTED the response from the business.)
Order#***,orig. order #***.Order placed in October.Still don't have order. Was never received.Supposed to be reshipped, hasn't. bad service
I originally placed my order on October 15, 2018. Order number ***. Order shipped quickly and was supposed to be delivered on 10/26. Order showed delivered on 10/24, wasn't there. Called *** and [shipping company]***, they said I had to give it a few days to arrive. I called back, *** said they have no liability since it was shipped [shipping company]***. Called Printerpix multiple times. Was told I needed to file a claim with *** and get a claim number. [shipping company]*** stated no insurance was selected so they would do nothing but would open a claim. I called back with my claim number to have my order re-shipped. They said they would re-ship it. They gave me a new confirmation number of ***. I called for status a week later, they said it could take up to 21 days. I have called and emailed numerous times and I get no resolution. I have no information. It's been 50 days. They took my money and charged $30 for this awful shipping and I cannot get my order. I just want my order re-shipped. I was last told to be patient by the representative. I think I've been more than patient. I need help resolving this issue.
Desired Outcome
I want my order resent to me and upgrade shipping to overnight. No, more [shipping company]*** shipping that no one wants to take responsibility for.
This business is awful and only wants to take money but offer no help. Everyone they have you speak with is in India and barely speaks English. I cannot even speak to someone in the US. I've asked to speak to managers and they tell me there isn't one available. It is unbelievable.
Printerpix Response
• Jan 22, 2019
Please note that your first order was delivered on time to the address given.
However, you have then contacted us and confirmed that you have not received the order where the tracking showed delivered.
As a commercial gesture, we have issue you a free replacement on the 11/1/18.
We would like to let you know that as explained previously in our communications with our Customer Service Team, we were experiencing production delay due to technical issue with the files we received.
Please be reassured that your replacement order was dispatched on the 1/17/18 with the following tracking information:
However, as a commercial gesture, for all the misunderstanding that you have been through, please be reassured that as requested, your shipping fees that you paid ($29.99) will be refunded and the amount will be cleared in your account in the next 2 to 3 business days
Our sincere apologies for any inconvenience this delay may have caused you.
We vow to provide extraordinary service to make things right by you. If you need any help or assistance, please do not hesitate to contact us as we are always here to help.
Extremely late order with no option to cancel
I placed an order for a medium blanket with photos printed on it on 11/18/18 using a ***. In the details the company stated to "Allow for up to 12 business days for delivery." As of 12/6 (14 business days later) the order still says "processing" and has not shipped. I called customer service and waited 30 minutes on hold. I spoke to a gentleman named Eugene who said my order was still processing and would not ship for at least another week (at least 19 business days from the order date). I asked him to cancel my order and he stated that if I cancelled my order I would be charged a "large" cancellation fee and would not be refunded my purchase, even though the company was not able to meet their promised shipping timeline.
Desired Outcome
I wish to have the job completed in a timely manner, and have my shipping cost refunded to me since the company did not meet their promised deadline.
Printerpix Response
• Dec 07, 2018
Revdex.com CASE#: ***
Dear ***,
On behalf of Printerpix, we extend our sincerest apologies for the unpleasant experience you had with our customer service team when you have tried to contact us in search of information. Please be assured that we have taken all the necessary measures so that this type of mistake never happens again.
Regarding your order " ***", please be reassured that it was dispatched on the 12/7/2018 with the following tracking information:
A refund on your shipping fee of an amount of $ 15.99 has been processed for the delay in production and will be cleared back to your account in the next 2-3 working days.
Our sincere apologies again for any inconvenience this may have caused you.
We vow to provide extraordinary service to make things right by you. If you need any help, assistance or would like to speak with a senior member of our support team will be at hand throughout the entire process.
I purchased a groupon for this website, but the website was down. I have continued to receive the same errors for 5 days consecutively.
ORDER DATE: 10/23/2018
Groupon Value: $264.75
Expires: Monday, Jan 21, 2019 (47 Days)
Item: Five 11x8.5" Personalized 40-Page Hard Cover Photo Books
Desired Outcome
i requested free shipping and they refused to compensate me in any way for my trouble.
Printerpix Response
• Dec 12, 2018
Revdex.com CASE#:***
Dear ***
Please note that we have tried to contact you numerous times since we've acknowledge your issue but no responses were received.
Please be reassured that one of our representatives will be in touch with you shortly to help you finalising this order for you.
Our sincere apologies for any inconvenience this may have caused you.
We vow to provide extraordinary service to make things right by you. If you need any help or assistance, please do not hesitate to contact us as we are always here to help.
Kind Regards
Printerpix Team
Customer Response
• Dec 12, 2018
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not attempted to reach out to me since submitting this complaint on 12/05/2018. I have not been contacted by a supervisor and the possibility of compensating me for my time and trouble has not even been discussed. The website was still having the same issue today and I will not receive my items by Christmas as I anticipated due to their failure to communicate. I would like free shipping on my next order, as I have purchased from this company on numerous occasions. I have had a poor experience on two occasions now and they continue to blame the website for my inconvenience. Very Poor business practice!
Printerpix Response
• Dec 21, 2018
Revdex.com CASE#:***
Dear ***
As said previously,
Please note that we have tried to contact you numerous times since we've acknowledge your issue but no responses were received.
We can not see any previous communications regarding your issue on our Customers Services platforms (email,chat and phone).
So we kindly request you to please let us know how we can assist you further in your upcoming order.
If you have any questions, please do not hesitate to contact us as we are always here to help.
I was very happy with the customer service for the mistake. George S was very professional and helpful. However, the new product I received had a darker tint than the original, and I'm not sure why. It still looks very nice though, so I decided not to file another complaint.
Printerpix Response
• Dec 06, 2018
Hi Rachel,
Thank you for taking the time out to write such a positive review and sharing your experience. We would like to thank you for being such a valued customer. We truly do appreciate your opinion! We are thrilled to see George S was so helpful.
Paid for a large! Will receive a small. They want 30 dollars to change the order!
Purchased a voucher for a large blanket . Went to website to place order and used voucher it makes its small. Called customer service within 10 minutes and they want 30 dollars to change it!
Desired Outcome
I want a large blanket which is what I paid for.
Printerpix Response
• Dec 05, 2018
Revdex.com CASE#: ***
Dear ***,
We can see on our internal system that the issue has been fixed with one of our representatives and that a " Large Blanket" has been created for free.
We vow to provide extraordinary service to make things right by you. If you need any help, assistance or would like to speak with a senior member of our support team will be at hand throughout the entire process.
Best Regards,
Printerpix Team
Customer Response
• Dec 12, 2018
(The consumer indicated he/she DID NOT accept the response from the business.)
No the issue has not been fixed. My order is still at 50%! I need this by Christmas! If you hadn't screwed It up in the first place I would've received it by now!
Printerpix Response
• Dec 21, 2018
Revdex.com CASE#: ***
Dear ***,
Please see the following tracking details regarding your order:
Order number: ***
Shipping Service: USPS Priority Mail Commercial Plus
Link: ***
Please be reassured that this order will be delivered by Christmas.
Kindly contact us if you do not receive the product by the given so we can assist you further for the inconvenience caused.
If you have any questions, please do not hesitate to contact us as we are always here to help.
I cannot get this company to honor a coupon. Or, answer a phone call.
I cannot get this company to honor a coupon. Or, answer a phone call.
Desired Outcome
I Purchased a coupon from this company in August. I have been trying ever since to use the coupon. I'm either on hold forever and give up or I will have to pay full price and not use the coupon. Neither one of those options is acceptable to me. I was on hold for over an hour as you can tell from the photo. The recording loop kept saying I would be helped soon and that my call was important. I feel they sell these coupons with no intention of redeeming them. People then just feel like giving up. Makes the company a lot of money but takes money out of our pockets. I want them to finish the job at the price promised.
Printerpix Response
• Nov 27, 2018
Revdex.com CASE#: ***
Dear ***,
Please note that our Customer Services Team are maintaining a 99% of answered calls and are always chasing the remaining unanswered on the day, please provide us with the pictures that you have so we can investigate this issue further.
We are sorry but no calls and emails were registered under your name/email address on our internal backlog system.
Kindly see the following information regarding how to redeem your voucher:
"We provide a self-service offer that will allow you to personalise your product with your treasured pictures yourself. "
We will kindly ask you to access the following link, where you will be able to select the product that you ordered, upload your photo and crop the picture as per your wish:
https://www.printerpix.com/cpg/15/e02/Canvas/
Once you will be satisfied with the result, please add the item in the basket, then apply the voucher code that was sent via e-mail just before checking out.
For your reference, your voucher code is:***
As part of the *** deal you've purchase that was advertised online, please be assured that after inserting the voucher, a shipping fee of $ 29.95 will need to be paid to finalise the order.
If you need assistance over the phone, kindly contact us on the "1-888-322-6733" between 9am to 9pm (Monday to Friday) or let us know what's the best time to contact you, so we can assist you further with your purchase.
We hope that your query was answered.
Should you need more assistance, please do not hesitate to contact us back as we are here to assist you on every single step of the way.
Kind Regards
Printerpix Team
Customer Response
• Nov 27, 2018
(The consumer indicated he/she DID NOT accept the response from the business.)
It basically told me that I was lying. I have the photo that showed me on hold for over an hour!
Printerpix Response
• Dec 12, 2018
Revdex.com CASE#: ***
Dear ***,
We are sorry to hear your concerns but please be reassured that one of our representatives will be in touch with you shortly to help you finalising this order for you with the shipping fee being covered for you as commercial gesture.
Our sincere apologies for any inconvenience this may have caused you.
We vow to provide extraordinary service to make things right by you. If you need any help or assistance, please do not hesitate to contact us as we are always here to help.
I feel this company uses deceptive practices to sell their products.
I purchased 5 of their wooden 5 X 7 inch puzzles. They purposely have you pay for coupons so you will not know the final cost of their products. Then when you go to check out, only one code per order is allowed. They state it in several ways so that it is confusing and this is done on purpose to defraud consumers. So I believed that I was purchasing 5 puzzles for $45. I believed that when I ordered them that they would be shipped to me together. This company is so deceptive that they state that you can only order one item and pay shipping for that one item so they can get additional revenue from shipping. So the final cost is really $80 and not what you paid upfront. If they allowed normal delivery as all companies do, these small puzzles would probably only be around $6 for shipping. They should be put out of business.
Desired Outcome
Total refund and I would like the Revdex.com to verify that they are not telling the truth on what they said they would do with opening on weekends for support, they are not open. I doubt any thing they said is true.
Printerpix Response
• Nov 21, 2018
Revdex.com CASE#: ***,
Dear ***,
We can see that you've been in touch with the senior management as your case has been taken very seriously.
As explained, we found a bug, when investigating the entire buying process of your e-voucher order with us, which to confirm has now been resolved in full. This unfortunately lead to the confusion of your voucher offering a shipping service at the checkout, which in fact does not cost anything to be emailed to your registered Printerpix email address.
However, the communication between us did not go as expected and that on behalf of Printerpix, we extend our sincerest apologies for the unpleasant experience you had with our customer service team when you have tried to contact us in search of information. Please be assured that we have taken all the necessary measures so that this type of mistake never happens again.
For the inconvenience caused, a refund regarding your shipping has been processed on the 11/19/18 of an amount $44.95 with the following transaction ID: ***. This amount would have been refunded to your account by now.
We can see that one of our senior representative has helped you to process the following two orders*** ". Kindly note that these orders are being escalated in our production facilities and will be shipped with the 2-day service that you were entitled to when you purchase your voucher.
Our sincere apologies for any inconvenience this may have caused you.
We vow to provide extraordinary service to make things right by you. If you need any help or assistance, please do not hesitate to contact us as we are always here to help.
Kind Regards
Printerpix Team
Customer Response
• Nov 28, 2018
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree to what Printerpix has offered as a resolution.
On October 21, I placed an order for six canvas prints. We received 5. I have tried to follow up three times since receiving the order with no luck.
On October 21, I placed an order for six canvas prints. We received 5 and have had no luck tracking down the missing canvas. I've reached out three times with their Customer Service team and have been told different things each time.
On November 12th, I was asked to provide a photo of what we received. I did that and got no response.
On November 12th, I started a LiveChat session and was told this issue was escalated and that I would be receiving the tracking number shortly.
I reached back out on November 13th via LiveChat and told the order was "in production," meaning it hadn't been printed yet. I asked for a reference number or tracking number, but none was provided.
On November 14th, I reached back out and was told the order could not be found (except for what had already been delivered). I was assured, again, that this had been escalated and told to wait and watch my email for a tracking number when they mail out the final canvas.
I have been given the runaround on a very simple issue. There are no tracking or reference numbers provided for the times I have reached out and been told someone was working on my missing order.
Desired Outcome
I am seeking a refund of our purchase. We haven't received our complete order and were guaranteed to have one by next week (although that was said in a chat and I have no saved record of it).
Printerpix Response
• Nov 17, 2018
Dear ***,
On behalf of Printerpix, we extend our sincerest apologies for the unpleasant experience you had with our customer service team when you have tried to contact us in search of information. Please be assured that we have taken all the necessary measures so that this type of mistake never happens again.
Please note that we have escalated your last canvas in our production facilities. For the inconvenience caused, we would like to offer you to redo a free canvas of your choice at the same size.
We kindly request you to login to your account, chose the same size and format and start editing your project, once done, kindly add it to your basket, so we can login to it and finalise your order.
This order will be escalated in our production facilities and will be shipped with the fastest postage service that we offer.
However, as a commercial gesture, for all the misunderstanding that you have been through, please be reassured that as requested, your shipping fees that you paid ($29.99) were refunded today on the 11/17/18 and the amount will be cleared in your account in the next 2 to 5 business days
If you need any help, our senior members of our support team will be at hand throughout the entire process.
Once again, we truly apologize, and hope we can turn the past experience around for you.
Best Regards,
Printerpix Team
Customer Response
• Nov 28, 2018
(The consumer indicated he/she DID NOT accept the response from the business.)
We still have not received our completed order, nor have we received a refund. Anytime I speak with someone about this issue I am starting from scratch because there is no tracking or reference number for this issue.
I have gotten no help or progress from this business.
Customer Response
• Jan 02, 2019
I have been in contact about order # *** for months. When they finally guaranteed my order, I've now received someone else's. I expect a refund.
I originally received an incomplete order. They guaranteed me that a new order would be sent. after two months from my original issue, they've sent me someone else's order (from August, no less). I expect a complete refund from the amount purchased. Nothing else will suffice at this point. You have wasted a sufficient amount of time and money and the guarantee from your website has not been upheld.
A full refund of the $20 voucher paid.
Printerpix Response
• Jan 22, 2019
Dear ***,
We are sorry to hear your concern but please be reassured that a new replacement order has been generated with the correct replacement.
Replacement order number: ***
This order will be escalated in our production facilities and will be shipped as soon as possible.
Regarding the [third party website] *** voucher, please note that we've been in touch with them and a refund on the voucher will be processed.
Our sincere apologies for any inconvenience this may have caused you.
We vow to provide extraordinary service to make things right by you. If you need any help or assistance, please do not hesitate to contact us as we are always here to help.
Great customer service! Helped
Me fix my mistake with no fees! Ty
Printerpix Response
• Nov 20, 2018
Hi Chris,
Thank you for taking the time out to write such a positive review. We are so glad to see that you are pleased with the great customer service received and your reorder. We value your opinion and would like to thank you for being such a valued customer.
I purchased some mink custom photo blankets, and with my busy schedule I wasn't able to create them all before the expiration date. So I called and spoke to Sharon, who was very helpful, pleasant, and accommodating. She gladly extended the expiration dates for me and made me feel very special with her kindness and willingness to provide awesome customer service ! Thank You Printerpix. :- )
Printerpix Response
• Nov 16, 2018
Hi Marlo,
Thank you for taking the time out to write such a positive review. We are so glad to see that you are pleased your order. We truly value your opinion and would like to thank you for being such a valued customer.
So far so good.... Buying, Creating my project, Creating the order, Cancelling and recreating the order experiences have been great!
Looking forward to my calendar in my hands soon.
Srik
Printerpix Response
• Nov 16, 2018
Hi SRIKANTH,
Thank you for taking the time out to write such a positive review. We are so glad to see that you are pleased with our quick, efficient service and website functionality. We truly value your opinion and would like to thank you for being such a valued customer.
Well I was having trouble ordering 3 photo books with a voucher from***. First of all it kept giving me 100 pages instead of the 40 that I had clicked for and even though I did only used 40 when I made the book, it was charging me for 100. ( this was the only thing that I feel was not clearly explained...ho to get rid of the 60 unwanted pages. Anyway, after 3 calls 1) to make sure the voucher was working ...and Eric corrected that and 2-3) was figuring out the extra 60 pages and deleting them...and Eric helped me and we got it correct finally. ! Thank you Eric! #10.
Printerpix Response
• Nov 20, 2018
Hi Karen,
Thank you for taking the time out to write such a positive review. We are so glad to see that you are pleased with Printerpix. We value your opinion and would like to thank you for being such a valued customer.
He did a great job. A previous rep was HORRIBLE. He interrupted me frequently. Didn't help me at all.
This man was fantastic.
Printerpix Response
• Nov 20, 2018
Hi Linda,
Thank you for taking the time out to write a positive review. Please note that we are doing our best to provide an excellent customer service satisfaction to each of our clients.
We value your opinion and would like to thank you for being such a valued customer.
My agent Joshua was so helpful in assisting me with my order placement. He fixed the problem I had with my voucher order in quickly so I could complete the transaction. I love all the metal photo pictures I have designed with Printerpix and the great quality of the product materials used is excellent and up to current professional photography standards. Can't wait to start designing the coffee mug and Christmas holiday ornaments on my next order.
Printerpix Response
• Nov 20, 2018
Hi Ruthanne,
Thank you for taking the time out to write such a positive review. We are so glad to see that you are pleased with Joshua's service. We value your opinion and would like to thank you for being such a valued customer.
I started out by not being able to create my photo cards but then I called printerpix and talked to Sharon. It turns out that some of the web browsers do not like printerpix so when I changed to the browser that Sharon suggested I was able to complete my photo cards without any problem at all. It would probably be a good thing to put that in the suggestion in the frequently asked questions. I am looking forward to receiving my cards in plenty of time to get them out during the holiday season.
I had an issue arise with shipping and handling charges. I was led to believe that these charges were included with my purchase, however, upon placing my order, I was being charged for the shipping and handling anyways. I called customer service, and spoke with Aishwarya. Let me just say, she was ABSOLUTELY FANTASTIC!!!!! She was very polite, patient, and informative!!! She consulted with her colleague, Nani, to figure out how to satisfy my issue, and to ensure that I received free shipping!!! The company typically does not offer free shipping for the voucher I had purchased, but because there were several misleading things that happened throughout my ordering process, they wanted to make things right, and award me the free shipping!!! During our call, Aishwarya put me on hold, and somehow or another, our call was disconnected, but she personally called me back within a couple of minutes to continue helping me with my issue. I thought that was WONDERFUL because I have dealt with other companies before that when a call was lost, I had to call back in to them and start the WHOLE process over again. Another thing that I thought was "EXCEPTIONAL" customer service shown by Aishwarya was the fact that she kept me on the line with her while SHE went ahead and placed my order to be sure that I received the free shipping!!! Aishwarya also made sure to ease my concerns, and give me my order number while I was awaiting the confirmation email!!! She also guaranteed me that my order will arrive in time for Christmas!!! I can't say enough about the PERFECT customer service that I received from Aishwarya, and the added help from her colleague, Nani!!! Without them, I would still be frustrated ... but now I am a "HAPPY & SATISFIED" customer that will continue to use the PrinterPix website!!!!!!!! I will also be sure to recommend PrinterPix to everyone I know!!!!!!!
Thank you soooo VERY much Aishwarya and Nani!!!!!
Hi Kristina,
Thank you for taking the time out to write such a positive review and sharing your experience. We would like to thank you for being such a valued customer. We truly do appreciate your opinion! We are thrilled to see Aishwarya and Nani were so helpful.
Best wishes,
Printerpix team
I still have not received my order. Three different reps have sent me the same exact message. Showing a photo it being complete and ready to ship.
I placed an order 11/19. I have tracked my order numerous times since and it shows 50% completion. I reached out to 3 different reps and have received the same response. They have sent photos of my order status being complete and ready for shipmemt. Assured me within a week it would ship. Yet when I log in and track it's still at 50%. How do they show me an image different than the one I see?
I want my order. I want an honest response from customer support team.
Revdex.com CASE#: ***
Dear ***,
On behalf of Printerpix, we extend our sincerest apologies for the unpleasant experience you had with our customer service team when you have tried to contact us in search of information. Please be assured that we have taken all the necessary measures so that this type of mistake never happens again.
We can see that as per the following tracking information that your order was delivered on the 12/20/18.
Tracking number: ***
Shipping Service: ***
Link: https:***
Can you kindly confirm us if you have received it or not ?
We vow to provide extraordinary service to make things right by you. if you need any help or assistance, a senior member of our support team will be at hand throughout the entire process.
Best Regards,
Printerpix Team
(The consumer indicated he/she ACCEPTED the response from the business.)
My product was finally delivered.
Bought Voucher for photobooks. Website not working. Lost 2 of my projects; days of work. They left chat mid-conversation. Phone rings then hangs up.
Purchased coupon voucher for 10 40 page 8.5"x11" photobooks. I have spent several days putting these books together, which has to be done on their website. The website continually fails to load, causing hours of delays. I have created 6 books so far. The list of My Projects on their website only shows 5, and one of them is entirely blank, so I have lost 2 40 page books that I spent several days creating. Now I can't even open any projects to continue working or start over on the ones I lost. I have attached screenshots of the online chat, which was entirely useless. The person kept leaving the chat and put me back in the queue. Then they left altogether and ended the chat unresolved. I asked if they would pay for expedited shipping since their system is causing a major delay in the timing of my project, which is intended for Christmas and they said "sure, but you will be charged for the expedited shipping." ??? I tried calling the customer service phone number and it just rang and rang, then disconnected.
I want my 2 lost projects recovered and expedited shipping paid for. I am not asking for all shipping charges to be paid. Only the difference between the $29.99 they charge to ship 10 books "normal delivery" and the cost to deliver them by Christmas.
Revdex.com CASE#: ***
Dear ***,
On behalf of Printerpix, we extend our sincerest apologies for the unpleasant experience you had with our customer service team when you have tried to contact us in search of information. Please be assured that we have taken all the necessary measures so that this type of mistake never happens again.
From login to your account, we can see few projects in your accounts ( top right of the webpage, Account/MyProjects) and one product in your basket. Please note that we have contacted you after your query via email/number but we did not received any responses.
We would be more than happy to help you finalize this order of 10 photobook, kindly let us know how we can assist you further please.
As a commercial gesture, for all the misunderstanding and delays that you have been through, please be reassured that a discount of 50% of your shipping fees will be offered when placing the order.
Our sincere apologies for any inconvenience this may have caused you.
We vow to provide extraordinary service to make things right by you. If you need any help or assistance, please do not hesitate to contact us as we are always here to help.
Kind Regards
Printerpix Team
(The consumer indicated he/she DID NOT accept the response from the business.)
To begin with, my problem hasn't solely been with customer service, although that has been atrocious. My reason for needing customer service in the first place is because the website is inoperable. After losing first 2, now 3 projects that each took several days to complete, I sought assistance and got none. I have since periodically checked the status of the website, up to and including today, and it has not changed. One example is, in trying to recreate one of my projects, I need to upload a picture, and the website goes through the motions, allowing me to follow all the steps to upload a picture, then the "uploading circle" just spins and spins, then stops and there's no picture.
In response to your claim of having sent me an email but received no response, what a joke! You just sent it today!! It is just a reminder that I have items in my cart and projects in My Projects. No kidding! That's because I can't get any further with your stupid website! If I could, they wouldn't be sitting in My Cart and My Projects. They would be ordered. Then I would be joining the hundreds of others waiting for months to receive their projects. As a reminder, I started this project in November as an intended Christmas present. At this point, I cannot accept an offer of 50% off shipping and let the case close until I know that I am going to be able to get the product that I paid a lot of money for. This will not be resolved until your website is operational.
Revdex.com CASE#: ***
Dear ***,
Please note that one of our representatives will be in contact with you shortly to assist you to place this order.
We hope that your query was answered.
If you have any questions, do not hesitate to contact us as we are always here to help.
Kind Regards
Printerpix Team
I ordered an item with a guarantee of 15 business days. The company cannot locate the item and will not issue a refund.
On Nov. 6th I ordered 2 items. I received one item 17 business days after I ordered it. to this day I still do not have the other item I ordered. It has been 30 days. Each time I contact the company I am told something different. I have left messages for a Supervisor to contact me but no one ever calls back. The company has not only exceeded their processing time but their shipping time as well. The fact that they will not offer a refund for an item that is missing makes no sense.
I would like the item I ordered along with a refund. The item I ordered was a gift. I have never waited more than 30 days for an item. The fact that no one at the company knows whats going on and can't provide a resolution is horrible customer service and business practices. If you order an item you should receive that item.
Revdex.com CASE#: ***
Dear ***,
On behalf of Printerpix, we extend our sincerest apologies for the unpleasant experience you had with our customer service team when you have tried to contact us in search of information. Please be assured that we have taken all the necessary measures so that this type of mistake never happens again.
From what we can on our internal system is that your order has been delivered on the 12/6/18 as per the following tracking information:
Tracking number: ***
Shipping Service:***
Link:***
Can you kindly confirm if you have received the item so we can assist you further with your purchase.
Regarding your shipping fee, we understand that such delays are not acceptable and a refund of $14.99 as been processed today on the 11/27/18. This amount will be cleared in your account in the next 2 to 3 business days.
We vow to provide extraordinary service to make things right by you. If you need any help or assistance, please do not hesitate to contact us as we are always here to help.
Kind Regards
Printerpix Team
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept their response however as of today 12/19 I have not received my refund.
Revdex.com CASE#: ***
Dear ***,
Please note that a refund with Amount of $14.99 and Transaction ID is *** has been processed on the 12/19/18.
Can you kindly confirm us if you have received the given amount back to your account and if we can assist you further with any other queries.
Should you need more assistance, please do not hesitate to contact us back as we are here to assist you on every single step of the way.
Kind Regards
Printerpix Team
Refusing to offer refund on order not shipped.
Groupon order placed 11/28 for "755x7 cards". Order placed with Printerpix 11/29 for 1-box. Called 12/5 to see about status (waited 25 minutes for someone to answer) and was told that they processed but didn't print for 1-card only. They offered to print the other 74 but that I'd have to pay additional shipping (for a previous order that wasn't shipped). They finally agreed waive the unnecessary additional shipping and that I'd have to call back once I prepare the order all over again. They confirmed it would take an additional 7 business days plus however many days it would take to actually ship. They flat out refused to process the order faster or move it forward in the queue despite having my original order over a week. They refused to ship the order expedite without me paying for the expedite fees. They then flat out refused to refund me for the original shipping with claims that there was no way in their system they could do that. I have this in voice confirmation as well. At the end of the call, no order processed, no order shipped; customer refused to refund me for services not rendered; customer refused to make good on their mistake to process my order in a timely manner or ship in a timely manner. Had I gone through with this process all over again, I would have received my order after Christmas, rendering the order useless.
Refund of $9.99 for the non-shipping of order *** (same PO number).
Revdex.com CASE#: ***,
Dear ***,
First of all, we would like you thank you for your purchase with us and please be reassured that we are always here to help.
Having checked our internal system, we can see that we've printed exactly what you submitted us to print.
Please note that after the purchase of your product on our website, you would have received two confirmation emails about what you purchased and an electronical invoice where it would have clearly displayed that the quantity of the product you've ordered, was not what you wished.
We give our customers 24 hours to let us know to any changes to be made on their order as all our personalized products are made to order and have no intrinsic value on the open market, unfortunately we are therefore unable to accept returns unless the products are faulty.
Please note that as a commercial gesture, we have offered you to ship the remaining 74 greetings cards for free. However, we can see that you've refused this and are now claiming for a refund on the shipping fee.
Please note that a refund of $ 9.99 has been processed as requested as a commercial gesture and it will be cleared back to your account in the next 2-3 working days.
We vow to provide extraordinary service to make things right by you, for that reason, If you still wish to receive this order of 75 cards, kindly let us know so we can contact you and assist you to place the order correctly and will ship them on a standard shipping service for free (please be reassured that the order will arrive before Christmas if the order is placed by at least mid-next week)
If you need any help, assistance or would like to speak with a senior member of our support team will be at hand throughout the entire process.
Best Regards,
Printerpix Team
(The consumer indicated he/she ACCEPTED the response from the business.)
Order#***,orig. order #***.Order placed in October.Still don't have order. Was never received.Supposed to be reshipped, hasn't. bad service
I originally placed my order on October 15, 2018. Order number ***. Order shipped quickly and was supposed to be delivered on 10/26. Order showed delivered on 10/24, wasn't there. Called *** and [shipping company]***, they said I had to give it a few days to arrive. I called back, *** said they have no liability since it was shipped [shipping company]***. Called Printerpix multiple times. Was told I needed to file a claim with *** and get a claim number. [shipping company]*** stated no insurance was selected so they would do nothing but would open a claim. I called back with my claim number to have my order re-shipped. They said they would re-ship it. They gave me a new confirmation number of ***. I called for status a week later, they said it could take up to 21 days. I have called and emailed numerous times and I get no resolution. I have no information. It's been 50 days. They took my money and charged $30 for this awful shipping and I cannot get my order. I just want my order re-shipped. I was last told to be patient by the representative. I think I've been more than patient. I need help resolving this issue.
I want my order resent to me and upgrade shipping to overnight. No, more [shipping company]*** shipping that no one wants to take responsibility for. This business is awful and only wants to take money but offer no help. Everyone they have you speak with is in India and barely speaks English. I cannot even speak to someone in the US. I've asked to speak to managers and they tell me there isn't one available. It is unbelievable.
Please note that your first order was delivered on time to the address given.
However, you have then contacted us and confirmed that you have not received the order where the tracking showed delivered.
As a commercial gesture, we have issue you a free replacement on the 11/1/18.
We would like to let you know that as explained previously in our communications with our Customer Service Team, we were experiencing production delay due to technical issue with the files we received.
Please be reassured that your replacement order was dispatched on the 1/17/18 with the following tracking information:
Tracking Information:***
Shipping Service: ***
Link: ***
However, as a commercial gesture, for all the misunderstanding that you have been through, please be reassured that as requested, your shipping fees that you paid ($29.99) will be refunded and the amount will be cleared in your account in the next 2 to 3 business days
Our sincere apologies for any inconvenience this delay may have caused you.
We vow to provide extraordinary service to make things right by you. If you need any help or assistance, please do not hesitate to contact us as we are always here to help.
Kind Regards
Printerpix Team
Extremely late order with no option to cancel
I placed an order for a medium blanket with photos printed on it on 11/18/18 using a ***. In the details the company stated to "Allow for up to 12 business days for delivery." As of 12/6 (14 business days later) the order still says "processing" and has not shipped. I called customer service and waited 30 minutes on hold. I spoke to a gentleman named Eugene who said my order was still processing and would not ship for at least another week (at least 19 business days from the order date). I asked him to cancel my order and he stated that if I cancelled my order I would be charged a "large" cancellation fee and would not be refunded my purchase, even though the company was not able to meet their promised shipping timeline.
I wish to have the job completed in a timely manner, and have my shipping cost refunded to me since the company did not meet their promised deadline.
Revdex.com CASE#: ***
Dear ***,
On behalf of Printerpix, we extend our sincerest apologies for the unpleasant experience you had with our customer service team when you have tried to contact us in search of information. Please be assured that we have taken all the necessary measures so that this type of mistake never happens again.
Regarding your order " ***", please be reassured that it was dispatched on the 12/7/2018 with the following tracking information:
Tracking Number: ***
Shipping Service: DHL/USPS
Link: ***
A refund on your shipping fee of an amount of $ 15.99 has been processed for the delay in production and will be cleared back to your account in the next 2-3 working days.
Our sincere apologies again for any inconvenience this may have caused you.
We vow to provide extraordinary service to make things right by you. If you need any help, assistance or would like to speak with a senior member of our support team will be at hand throughout the entire process.
Best Regards,
Printerpix Team
I purchased a groupon for this website, but the website was down. I have continued to receive the same errors for 5 days consecutively.
ORDER DATE: 10/23/2018
Groupon Value: $264.75
Expires: Monday, Jan 21, 2019 (47 Days)
Item: Five 11x8.5" Personalized 40-Page Hard Cover Photo Books
i requested free shipping and they refused to compensate me in any way for my trouble.
Revdex.com CASE#:***
Dear ***
Please note that we have tried to contact you numerous times since we've acknowledge your issue but no responses were received.
Please be reassured that one of our representatives will be in touch with you shortly to help you finalising this order for you.
Our sincere apologies for any inconvenience this may have caused you.
We vow to provide extraordinary service to make things right by you. If you need any help or assistance, please do not hesitate to contact us as we are always here to help.
Kind Regards
Printerpix Team
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not attempted to reach out to me since submitting this complaint on 12/05/2018. I have not been contacted by a supervisor and the possibility of compensating me for my time and trouble has not even been discussed. The website was still having the same issue today and I will not receive my items by Christmas as I anticipated due to their failure to communicate. I would like free shipping on my next order, as I have purchased from this company on numerous occasions. I have had a poor experience on two occasions now and they continue to blame the website for my inconvenience. Very Poor business practice!
Revdex.com CASE#:***
Dear ***
As said previously,
Please note that we have tried to contact you numerous times since we've acknowledge your issue but no responses were received.
We can not see any previous communications regarding your issue on our Customers Services platforms (email,chat and phone).
So we kindly request you to please let us know how we can assist you further in your upcoming order.
If you have any questions, please do not hesitate to contact us as we are always here to help.
Kind Regards
Printerpix Team
I was very happy with the customer service for the mistake. George S was very professional and helpful. However, the new product I received had a darker tint than the original, and I'm not sure why. It still looks very nice though, so I decided not to file another complaint.
Hi Rachel,
Thank you for taking the time out to write such a positive review and sharing your experience. We would like to thank you for being such a valued customer. We truly do appreciate your opinion! We are thrilled to see George S was so helpful.
Best wishes,
Printerpix team
Paid for a large! Will receive a small. They want 30 dollars to change the order!
Purchased a voucher for a large blanket . Went to website to place order and used voucher it makes its small. Called customer service within 10 minutes and they want 30 dollars to change it!
I want a large blanket which is what I paid for.
Revdex.com CASE#: ***
Dear ***,
We can see on our internal system that the issue has been fixed with one of our representatives and that a " Large Blanket" has been created for free.
We vow to provide extraordinary service to make things right by you. If you need any help, assistance or would like to speak with a senior member of our support team will be at hand throughout the entire process.
Best Regards,
Printerpix Team
(The consumer indicated he/she DID NOT accept the response from the business.)
No the issue has not been fixed. My order is still at 50%! I need this by Christmas! If you hadn't screwed It up in the first place I would've received it by now!
Revdex.com CASE#: ***
Dear ***,
Please see the following tracking details regarding your order:
Order number: ***
Shipping Service: USPS Priority Mail Commercial Plus
Link: ***
Please be reassured that this order will be delivered by Christmas.
Kindly contact us if you do not receive the product by the given so we can assist you further for the inconvenience caused.
If you have any questions, please do not hesitate to contact us as we are always here to help.
Kind Regards
Printerpix Team
I cannot get this company to honor a coupon. Or, answer a phone call.
I cannot get this company to honor a coupon. Or, answer a phone call.
I Purchased a coupon from this company in August. I have been trying ever since to use the coupon. I'm either on hold forever and give up or I will have to pay full price and not use the coupon. Neither one of those options is acceptable to me. I was on hold for over an hour as you can tell from the photo. The recording loop kept saying I would be helped soon and that my call was important. I feel they sell these coupons with no intention of redeeming them. People then just feel like giving up. Makes the company a lot of money but takes money out of our pockets. I want them to finish the job at the price promised.
Revdex.com CASE#: ***
Dear ***,
Please note that our Customer Services Team are maintaining a 99% of answered calls and are always chasing the remaining unanswered on the day, please provide us with the pictures that you have so we can investigate this issue further.
We are sorry but no calls and emails were registered under your name/email address on our internal backlog system.
Kindly see the following information regarding how to redeem your voucher:
"We provide a self-service offer that will allow you to personalise your product with your treasured pictures yourself. "
We will kindly ask you to access the following link, where you will be able to select the product that you ordered, upload your photo and crop the picture as per your wish:
https://www.printerpix.com/cpg/15/e02/Canvas/
Once you will be satisfied with the result, please add the item in the basket, then apply the voucher code that was sent via e-mail just before checking out.
For your reference, your voucher code is:***
As part of the *** deal you've purchase that was advertised online, please be assured that after inserting the voucher, a shipping fee of $ 29.95 will need to be paid to finalise the order.
If you need assistance over the phone, kindly contact us on the "1-888-322-6733" between 9am to 9pm (Monday to Friday) or let us know what's the best time to contact you, so we can assist you further with your purchase.
We hope that your query was answered.
Should you need more assistance, please do not hesitate to contact us back as we are here to assist you on every single step of the way.
Kind Regards
Printerpix Team
(The consumer indicated he/she DID NOT accept the response from the business.)
It basically told me that I was lying. I have the photo that showed me on hold for over an hour!
Revdex.com CASE#: ***
Dear ***,
We are sorry to hear your concerns but please be reassured that one of our representatives will be in touch with you shortly to help you finalising this order for you with the shipping fee being covered for you as commercial gesture.
Our sincere apologies for any inconvenience this may have caused you.
We vow to provide extraordinary service to make things right by you. If you need any help or assistance, please do not hesitate to contact us as we are always here to help.
Kind Regards
Printerpix Team
Thi
I feel this company uses deceptive practices to sell their products.
I purchased 5 of their wooden 5 X 7 inch puzzles. They purposely have you pay for coupons so you will not know the final cost of their products. Then when you go to check out, only one code per order is allowed. They state it in several ways so that it is confusing and this is done on purpose to defraud consumers. So I believed that I was purchasing 5 puzzles for $45. I believed that when I ordered them that they would be shipped to me together. This company is so deceptive that they state that you can only order one item and pay shipping for that one item so they can get additional revenue from shipping. So the final cost is really $80 and not what you paid upfront. If they allowed normal delivery as all companies do, these small puzzles would probably only be around $6 for shipping. They should be put out of business.
Total refund and I would like the Revdex.com to verify that they are not telling the truth on what they said they would do with opening on weekends for support, they are not open. I doubt any thing they said is true.
Revdex.com CASE#: ***,
Dear ***,
We can see that you've been in touch with the senior management as your case has been taken very seriously.
As explained, we found a bug, when investigating the entire buying process of your e-voucher order with us, which to confirm has now been resolved in full. This unfortunately lead to the confusion of your voucher offering a shipping service at the checkout, which in fact does not cost anything to be emailed to your registered Printerpix email address.
However, the communication between us did not go as expected and that on behalf of Printerpix, we extend our sincerest apologies for the unpleasant experience you had with our customer service team when you have tried to contact us in search of information. Please be assured that we have taken all the necessary measures so that this type of mistake never happens again.
For the inconvenience caused, a refund regarding your shipping has been processed on the 11/19/18 of an amount $44.95 with the following transaction ID: ***. This amount would have been refunded to your account by now.
We can see that one of our senior representative has helped you to process the following two orders*** ". Kindly note that these orders are being escalated in our production facilities and will be shipped with the 2-day service that you were entitled to when you purchase your voucher.
Our sincere apologies for any inconvenience this may have caused you.
We vow to provide extraordinary service to make things right by you. If you need any help or assistance, please do not hesitate to contact us as we are always here to help.
Kind Regards
Printerpix Team
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree to what Printerpix has offered as a resolution.
On October 21, I placed an order for six canvas prints. We received 5. I have tried to follow up three times since receiving the order with no luck.
On October 21, I placed an order for six canvas prints. We received 5 and have had no luck tracking down the missing canvas. I've reached out three times with their Customer Service team and have been told different things each time.
On November 12th, I was asked to provide a photo of what we received. I did that and got no response.
On November 12th, I started a LiveChat session and was told this issue was escalated and that I would be receiving the tracking number shortly.
I reached back out on November 13th via LiveChat and told the order was "in production," meaning it hadn't been printed yet. I asked for a reference number or tracking number, but none was provided.
On November 14th, I reached back out and was told the order could not be found (except for what had already been delivered). I was assured, again, that this had been escalated and told to wait and watch my email for a tracking number when they mail out the final canvas.
I have been given the runaround on a very simple issue. There are no tracking or reference numbers provided for the times I have reached out and been told someone was working on my missing order.
I am seeking a refund of our purchase. We haven't received our complete order and were guaranteed to have one by next week (although that was said in a chat and I have no saved record of it).
Dear ***,
On behalf of Printerpix, we extend our sincerest apologies for the unpleasant experience you had with our customer service team when you have tried to contact us in search of information. Please be assured that we have taken all the necessary measures so that this type of mistake never happens again.
Please note that we have escalated your last canvas in our production facilities. For the inconvenience caused, we would like to offer you to redo a free canvas of your choice at the same size.
We kindly request you to login to your account, chose the same size and format and start editing your project, once done, kindly add it to your basket, so we can login to it and finalise your order.
This order will be escalated in our production facilities and will be shipped with the fastest postage service that we offer.
However, as a commercial gesture, for all the misunderstanding that you have been through, please be reassured that as requested, your shipping fees that you paid ($29.99) were refunded today on the 11/17/18 and the amount will be cleared in your account in the next 2 to 5 business days
If you need any help, our senior members of our support team will be at hand throughout the entire process.
Once again, we truly apologize, and hope we can turn the past experience around for you.
Best Regards,
Printerpix Team
(The consumer indicated he/she DID NOT accept the response from the business.)
We still have not received our completed order, nor have we received a refund. Anytime I speak with someone about this issue I am starting from scratch because there is no tracking or reference number for this issue.
I have gotten no help or progress from this business.
I have been in contact about order # *** for months. When they finally guaranteed my order, I've now received someone else's. I expect a refund.
I originally received an incomplete order. They guaranteed me that a new order would be sent. after two months from my original issue, they've sent me someone else's order (from August, no less). I expect a complete refund from the amount purchased. Nothing else will suffice at this point. You have wasted a sufficient amount of time and money and the guarantee from your website has not been upheld.
A full refund of the $20 voucher paid.
Dear ***,
We are sorry to hear your concern but please be reassured that a new replacement order has been generated with the correct replacement.
Replacement order number: ***
This order will be escalated in our production facilities and will be shipped as soon as possible.
Regarding the [third party website] *** voucher, please note that we've been in touch with them and a refund on the voucher will be processed.
Our sincere apologies for any inconvenience this may have caused you.
We vow to provide extraordinary service to make things right by you. If you need any help or assistance, please do not hesitate to contact us as we are always here to help.
Kind Regards
Printerpix Team
Great customer service! Helped
Me fix my mistake with no fees! Ty
Hi Chris,
Thank you for taking the time out to write such a positive review. We are so glad to see that you are pleased with the great customer service received and your reorder. We value your opinion and would like to thank you for being such a valued customer.
Best wishes, Printerpix team
I purchased some mink custom photo blankets, and with my busy schedule I wasn't able to create them all before the expiration date. So I called and spoke to Sharon, who was very helpful, pleasant, and accommodating. She gladly extended the expiration dates for me and made me feel very special with her kindness and willingness to provide awesome customer service ! Thank You Printerpix. :- )
Hi Marlo,
Thank you for taking the time out to write such a positive review. We are so glad to see that you are pleased your order. We truly value your opinion and would like to thank you for being such a valued customer.
Best wishes,
Printerpix
So far so good.... Buying, Creating my project, Creating the order, Cancelling and recreating the order experiences have been great!
Looking forward to my calendar in my hands soon.
Srik
Hi SRIKANTH,
Thank you for taking the time out to write such a positive review. We are so glad to see that you are pleased with our quick, efficient service and website functionality. We truly value your opinion and would like to thank you for being such a valued customer.
Best wishes,
Printerpix
Well I was having trouble ordering 3 photo books with a voucher from***. First of all it kept giving me 100 pages instead of the 40 that I had clicked for and even though I did only used 40 when I made the book, it was charging me for 100. ( this was the only thing that I feel was not clearly explained...ho to get rid of the 60 unwanted pages. Anyway, after 3 calls 1) to make sure the voucher was working ...and Eric corrected that and 2-3) was figuring out the extra 60 pages and deleting them...and Eric helped me and we got it correct finally. ! Thank you Eric! #10.
Hi Karen,
Thank you for taking the time out to write such a positive review. We are so glad to see that you are pleased with Printerpix. We value your opinion and would like to thank you for being such a valued customer.
Best wishes, Printerpix team
He did a great job. A previous rep was HORRIBLE. He interrupted me frequently. Didn't help me at all.
This man was fantastic.
Hi Linda,
Thank you for taking the time out to write a positive review. Please note that we are doing our best to provide an excellent customer service satisfaction to each of our clients.
We value your opinion and would like to thank you for being such a valued customer.
Best wishes, Printerpix team
My agent Joshua was so helpful in assisting me with my order placement. He fixed the problem I had with my voucher order in quickly so I could complete the transaction. I love all the metal photo pictures I have designed with Printerpix and the great quality of the product materials used is excellent and up to current professional photography standards. Can't wait to start designing the coffee mug and Christmas holiday ornaments on my next order.
Hi Ruthanne,
Thank you for taking the time out to write such a positive review. We are so glad to see that you are pleased with Joshua's service. We value your opinion and would like to thank you for being such a valued customer.
Best wishes, Printerpix team
I started out by not being able to create my photo cards but then I called printerpix and talked to Sharon. It turns out that some of the web browsers do not like printerpix so when I changed to the browser that Sharon suggested I was able to complete my photo cards without any problem at all. It would probably be a good thing to put that in the suggestion in the frequently asked questions. I am looking forward to receiving my cards in plenty of time to get them out during the holiday season.