PS Print

Revdex.com of Metro Washington DC and Eastern Pennsylvaniaofficial complaint submission from the customer [redacted] "Delivery Issues” Case # [redacted] (Ref [redacted] ) Investigation: Summary Of Details Regarding This complaint:Order Summary:· On 9/8/15, PsPrint customer [redacted] placed 500qty 3x7inch sticker order with a business day printing time (9/16/scheduled printing completion date) and [redacted] Ground shipping option, shipping from our PsPrint Des Planes (Chicago) facility (one day schedule transit time) to the customer entered shipping address of: [redacted] Chicago, IL *** · The printing of the order completed business days ahead of schedule (shipped on 9/10/15)Summary of Delivery Issue: (Tracking#: [redacted] )· [redacted] attempted to deliver the package from the dates of 9/11/– 9/18/15, but were unable to due to the receiver (customer [redacted] ) not being listed in the building directory· [redacted] was unsuccessful with obtain the correct shipping information and order was returned to shipper (PsPrint Chicago) on 9/21/due to the address issuePsPrint Delivery Rating and Accommodations:· PsPrint has a 99.7% on time delivery rateWe are unfortunately limited in meeting this on-time delivery rate based on shipping related issues out of our control, including: incorrect shipping address information, missing/required shipping address information, [redacted] delivery errors, damage in transit, loss of product in transit, etcHowever, when these issues arise, PsPrint will generally absorb the cost of any reship, reprint, expedite or other options to ensure that the customer receives the product that they orderedPsPrint Customer Communication of Issue:· On 9/22/15, PsPrint Customer Service Department (located in California location) received the notification from our Chicago production facility that the package for this order had been returned to the facilityCustomer Service Lead Kelvin attempted to leave a voicemail notification to the customer at the phone number on file for the order ###-###-####, but was unsuccessful due to the voicemail box being full· On 9/22/2015, following the failed voicemail attempt, Customer Service Lead Kelvin also posted a live note on the order (live note documents on the order and sends an email with the same details to the customer) regarding the returned order, and being unable to reach them by phoneKelvin provide our phone number and business hours for the customer to reach us· From the customer’s time line in the Revdex.com complaint, we have no documentation on the customer attempting to, or reaching us on 9/23/15, nor 9/27/PsPrint customer service reps are required to document all customer interactions on ordersNo record found· On 9/29/15, PsPrint Customer Service Lead, Erich spoke with the customer [redacted] regarding the matterAt this point, [redacted] advised that she had attempted to reach us previously, but was unable to due to long call queue hold times· Note: PsPrint was experiencing longer than average hold times during this period due to staffing levels and annual busy season (starts Sept – Nov)We have increased staffing since then to reduce hold timesEscalation Resolution:· On 9/29/15, Erich explained the shipping address issue and offered to re-ship the package back to ***, pending the customer provide us with a correct/updated shipping address [redacted] did so at that point, providing the address of: [redacted] ***Bellwood IL ***###-###-#### · The updated address information was provided to our Chicago facility by ErichThe order was reshipped end-of-day and processed at the [redacted] hub for 9/30/15: ( [redacted] Tracking#: [redacted] ) · The order was successfully delivered to the updated address on 10/01/at 1:55pm according to the tracking informationOrder [redacted] - [redacted] (Order History, Status and Order Notation Documentation) · Every PsPrint order has in internal intranet order that captures all details related to the order, including:§ customer information§ order specifications§ order history§ order status§ all note communications from the customer via the “MyAccount” note feature, all responses from customer service reps to those note customer communications§ and also private documentation notes; which every customer service rep is required to post if they have had an interaction with the customer · Below are the PsPrint internal order notation details and documentation for this order [redacted] :NotesAll Jobs: Other (Closed)Posted: 9/22/4:45:PM by Kelvin: [redacted] unable to LVM due to mailbox full re order returned to our facility.History:Note created by Kelvin on 9/22/4:45:PM.All Jobs: Other (Closed)Posted: 9/22/4:46:PM by Kelvin:Hello,Unfortunately we were unable to reach you today regarding Job # [redacted] .Your order was returned to our facility by [redacted] as undeliverablePlease respond at your earliest convenience so that we may move forwardYou can reach us Monday-Friday from 7am-6pm PST by calling us at [redacted] Please also feel free to post a note to this specific job through your account at www.psprint.com by logging in, clicking the “view my jobs” button, clicking the specific job number, and scrolling to the bottom of the job details page where you will see the options to reply to this note.Thank you for choosing PsPrint!Customer Servicewww.PsPrint.com [redacted] History:Note created by Kelvin on 9/22/4:46:PM.All Jobs: Other (Closed)Posted: 9/29/2:26:PM by Erich:Please reship this package via Ground to: [redacted] *** Bellwood IL ***###-###-####Replies:Re: Other Posted 9/29/6:05:PM by Operator:package reshipped to updated address-Tracking# [redacted] History:Note created by Erich on 9/29/2:26:PM.Note ASSIGNED TO Shipping by Erich on 9/29/2:26:PM.Note assigned to Shipping CLOSED by Operator on 9/29/6:05:PM.All Jobs: Other (Closed)Posted: 9/29/2:42:PM by Erich: [redacted] Called and spoke with ***Advised package was returned due to the name not being listed in the building directoryShe said she tried to call back after but was on hold for long periods of time and never got through.I offered to reship the package as a courtesy at no cost if she could provide an updated address, which she didemailed CHI to ship order.History:Note created by Erich on 9/29/2:42:PM [redacted] Tracking Delivery Confirmation (10/01/15) Proof of Delivery [redacted] Dear Customer,This notice serves as proof of delivery for the shipment listed below.Tracking Number: [redacted] Service: [redacted] GroundWeight: lbsShipped/Billed On:09/30/2015Delivered On: 10/01/1:P.M.Delivered To: BELLWOOD, IL, USLeft At: Porch Thank you for giving us this opportunity to serve you.Sincerely,***Tracking results provided by ***: 10/16/7:P.M ET Closing Statement Closing Statement:In summary, the initial [redacted] delivery failure was outside of PsPrint’s control and attributed to [redacted] difficulties in delivery to the shipping address provided by the customerAs soon as the order was returned back to PsPrint, we attempted to notify the customer via phone and by emailWe do apologize for any longer than call queue wait times that may have impeded the customer’s ability to reach us directlyUpon the customer reaching us, PsPrint obtained an updated shipping address from the customer and absorbed the [redacted] shipping costs to re-ship the order to herIt appears that this Revdex.com complaint requesting the product was filed on 9/28/15, one business day before the customer contacting PsPrint regarding the matter.The customer’s request for the delivered product was fulfilled, voiding the alternative request for a full refund if not receivedA customer service manager will also be reaching out to the customer during business hours to discuss the matter further and offer any additional assistance or possible coupon code off of a future order as a token of appreciation for her business, considering this experience

Revdex.com of Metro Washington DC and Eastern Pennsylvaniaofficial complaint submission from the customer [redacted]"Delivery Issues” Case # [redacted] (Ref[redacted]) Investigation: Summary Of Details Regarding This complaint:Order Summary:·         On 9/8/15,...

PsPrint customer [redacted] placed 500qty 3x7inch sticker order with a 5 business day printing time (9/16/15 scheduled printing completion date) and [redacted] Ground shipping option, shipping from our PsPrint Des Planes (Chicago) facility (one day schedule transit time) to the customer entered shipping address of: [redacted]Chicago, IL [redacted] ·         The printing of the order completed 3 business days ahead of schedule (shipped on 9/10/15). Summary of Delivery Issue: (Tracking#: [redacted])·         [redacted] attempted to deliver the package from the dates of 9/11/15 – 9/18/15, but were unable to due to the receiver (customer [redacted]) not being listed in the building directory. ·         [redacted] was unsuccessful with obtain the correct shipping information and order was returned to shipper (PsPrint Chicago) on 9/21/15 due to the address issue. PsPrint Delivery Rating and Accommodations:·         PsPrint has a 99.7% on time delivery rate. We are unfortunately limited in meeting this on-time delivery rate based on shipping related issues out of our control, including: incorrect shipping address information, missing/required shipping address information, [redacted] delivery errors, damage in transit, loss of product in transit, etc. However, when these issues arise, PsPrint will generally absorb the cost of any reship, reprint, expedite or other options to ensure that the customer receives the product that they ordered. PsPrint Customer Communication of Issue:·         On 9/22/15, PsPrint Customer Service Department (located in California location) received the notification from our Chicago production facility that the package for this order had been returned to the facility. Customer Service Lead Kelvin attempted to leave a voicemail notification to the customer at the phone number on file for the order ###-###-####, but was unsuccessful due to the voicemail box being full. ·         On 9/22/2015, following the failed voicemail attempt, Customer Service Lead Kelvin also posted a live note on the order (live note documents on the order and sends an email with the same details to the customer) regarding the returned order, and being unable to reach them by phone. Kelvin provide our phone number and business hours for the customer to reach us. ·         From the customer’s time line in the Revdex.com complaint, we have no documentation on the customer attempting to, or reaching us on 9/23/15, nor 9/27/15. PsPrint customer service reps are required to document all customer interactions on orders. No record found. ·         On 9/29/15, PsPrint Customer Service Lead, Erich spoke with the customer [redacted] regarding the matter. At this point, [redacted] advised that she had attempted to reach us previously, but was unable to due to long call queue hold times. ·         Note: PsPrint was experiencing longer than average hold times during this period due to staffing levels and annual busy season (starts Sept – Nov). We have increased staffing since then to reduce hold times. Escalation Resolution:·         On 9/29/15, Erich explained the shipping address issue and offered to re-ship the package back to [redacted], pending the customer provide us with a correct/updated shipping address. [redacted] did so at that point, providing the address of: [redacted]Bellwood IL [redacted]###-###-#### ·         The updated address information was provided to our Chicago facility by Erich. The order was reshipped end-of-day  and processed at the [redacted] hub for 9/30/15: ([redacted] Tracking#: [redacted]) ·         The order was successfully delivered to the updated address on 10/01/15 at 1:55pm according to the tracking information. Order [redacted] (Order History, Status and Order Notation Documentation) ·         Every PsPrint order has in internal intranet order that captures all details related to the order, including:§  customer information§  order specifications§  order history§  order status§  all note communications from the customer via the “MyAccount” note feature, all responses from customer service reps to those note customer communications§  and also private documentation notes; which every customer service rep is required to post if they have had an interaction with the customer ·         Below are the PsPrint internal order notation details and documentation for this order  [redacted]:NotesAll Jobs: Other (Closed)Posted: 9/22/2015 4:45:08 PM by Kelvin:[redacted] unable to LVM due to mailbox full re order returned to our facility.History:Note created by Kelvin on 9/22/2015 4:45:08 PM.All Jobs: Other (Closed)Posted: 9/22/2015 4:46:01 PM by Kelvin:Hello,Unfortunately we were unable to reach you today regarding Job #[redacted].Your order was returned to our facility by [redacted] as undeliverable. Please respond at your earliest convenience so that we may move forward. You can reach us Monday-Friday from 7am-6pm PST by calling us at [redacted]. Please also feel free to post a note to this specific job through your account at www.psprint.com by logging in, clicking the “view my jobs” button, clicking the specific job number, and scrolling to the bottom of the job details page where you will see the options to reply to this note.Thank you for choosing PsPrint!Customer Servicewww.PsPrint.com[redacted]History:Note created by Kelvin on 9/22/2015 4:46:01 PM.All Jobs: Other (Closed)Posted: 9/29/2015 2:26:06 PM by Erich:Please reship this package via Ground to:[redacted] Bellwood IL [redacted]###-###-####Replies:Re: Other Posted 9/29/2015 6:05:08 PM by Operator:package reshipped to updated address-Tracking#[redacted]History:Note created by Erich on 9/29/2015 2:26:06 PM.Note ASSIGNED TO Shipping by Erich on 9/29/2015 2:26:06 PM.Note assigned to Shipping CLOSED by Operator on 9/29/2015 6:05:08 PM.All Jobs: Other (Closed)Posted: 9/29/2015 2:42:55 PM by Erich:[redacted] Called and spoke with [redacted]. Advised package was returned due to the name not being listed in the building directory. She said she tried to call back after but was on hold for long periods of time and never got through.I offered to reship the package as a courtesy at no cost if she could provide an updated address, which she did. emailed CHI to ship order.History:Note created by Erich on 9/29/2015 2:42:55 PM. [redacted] Tracking Delivery Confirmation (10/01/15) Proof of Delivery[redacted]Dear Customer,This notice serves as proof of delivery for the shipment listed below.Tracking Number: [redacted]Service: [redacted] GroundWeight: 4.60 lbsShipped/Billed On:09/30/2015Delivered On: 10/01/2015 1:55 P.M.Delivered To: BELLWOOD, IL, USLeft At: Porch Thank you for giving us this opportunity to serve you.Sincerely,[redacted]Tracking results provided by [redacted]:   10/16/2015 7:57 P.M.   ET  Closing Statement Closing Statement:In summary, the initial [redacted] delivery failure was outside of PsPrint’s control and attributed to [redacted] difficulties in delivery to the shipping address provided by the customer. As soon as the order was returned back to PsPrint, we attempted to notify the customer via phone and by email. We do apologize for any longer than normal call queue wait times that may have impeded the customer’s ability to reach us directly. Upon the customer reaching us, PsPrint obtained an updated shipping address from the customer and absorbed the [redacted] shipping costs to re-ship the order to her. It appears that this Revdex.com complaint requesting the product was filed on 9/28/15, one business day before the customer contacting PsPrint regarding the matter.The customer’s request for the delivered product was fulfilled, voiding the alternative request for a full refund if not received. A customer service manager will also be reaching out to the customer during normal business hours to discuss the matter further and offer any additional assistance or possible coupon code off of a future order as a token of appreciation for her business, considering this experience.

Revdex.com of Metro Washington DC and Eastern Pennsylvaniaofficial complaint submission from the customer [redacted]"Delivery Issues” Case # [redacted] (Ref[redacted]) Investigation: Summary Of Details Regarding This complaint:Order Summary:·    ...

    On 9/8/15, PsPrint customer [redacted] placed 500qty 3x7inch sticker order with a 5 business day printing time (9/16/15 scheduled printing completion date) and [redacted] Ground shipping option, shipping from our PsPrint Des Planes (Chicago) facility (one day schedule transit time) to the customer entered shipping address of: [redacted]Chicago, IL [redacted] ·         The printing of the order completed 3 business days ahead of schedule (shipped on 9/10/15). Summary of Delivery Issue: (Tracking#: [redacted])·         [redacted] attempted to deliver the package from the dates of 9/11/15 – 9/18/15, but were unable to due to the receiver (customer [redacted]) not being listed in the building directory. ·         [redacted] was unsuccessful with obtain the correct shipping information and order was returned to shipper (PsPrint Chicago) on 9/21/15 due to the address issue. PsPrint Delivery Rating and Accommodations:·         PsPrint has a 99.7% on time delivery rate. We are unfortunately limited in meeting this on-time delivery rate based on shipping related issues out of our control, including: incorrect shipping address information, missing/required shipping address information, [redacted] delivery errors, damage in transit, loss of product in transit, etc. However, when these issues arise, PsPrint will generally absorb the cost of any reship, reprint, expedite or other options to ensure that the customer receives the product that they ordered. PsPrint Customer Communication of Issue:·         On 9/22/15, PsPrint Customer Service Department (located in California location) received the notification from our Chicago production facility that the package for this order had been returned to the facility. Customer Service Lead Kelvin attempted to leave a voicemail notification to the customer at the phone number on file for the order ###-###-####, but was unsuccessful due to the voicemail box being full. ·         On 9/22/2015, following the failed voicemail attempt, Customer Service Lead Kelvin also posted a live note on the order (live note documents on the order and sends an email with the same details to the customer) regarding the returned order, and being unable to reach them by phone. Kelvin provide our phone number and business hours for the customer to reach us. ·         From the customer’s time line in the Revdex.com complaint, we have no documentation on the customer attempting to, or reaching us on 9/23/15, nor 9/27/15. PsPrint customer service reps are required to document all customer interactions on orders. No record found. ·         On 9/29/15, PsPrint Customer Service Lead, Erich spoke with the customer [redacted] regarding the matter. At this point, [redacted] advised that she had attempted to reach us previously, but was unable to due to long call queue hold times. ·         Note: PsPrint was experiencing longer than average hold times during this period due to staffing levels and annual busy season (starts Sept – Nov). We have increased staffing since then to reduce hold times. Escalation Resolution:·         On 9/29/15, Erich explained the shipping address issue and offered to re-ship the package back to [redacted], pending the customer provide us with a correct/updated shipping address. [redacted] did so at that point, providing the address of: [redacted]Bellwood IL [redacted]###-###-#### ·         The updated address information was provided to our Chicago facility by Erich. The order was reshipped end-of-day  and processed at the [redacted] hub for 9/30/15: ([redacted] Tracking#: [redacted]) ·         The order was successfully delivered to the updated address on 10/01/15 at 1:55pm according to the tracking information. Order [redacted] (Order History, Status and Order Notation Documentation) ·         Every PsPrint order has in internal intranet order that captures all details related to the order, including:§  customer information§  order specifications§  order history§  order status§  all note communications from the customer via the “MyAccount” note feature, all responses from customer service reps to those note customer communications§  and also private documentation notes; which every customer service rep is required to post if they have had an interaction with the customer ·         Below are the PsPrint internal order notation details and documentation for this order  [redacted]:NotesAll Jobs: Other (Closed)Posted: 9/22/2015 4:45:08 PM by Kelvin:[redacted] unable to LVM due to mailbox full re order returned to our facility.History:Note created by Kelvin on 9/22/2015 4:45:08 PM.All Jobs: Other (Closed)Posted: 9/22/2015 4:46:01 PM by Kelvin:Hello,Unfortunately we were unable to reach you today regarding Job #[redacted].Your order was returned to our facility by [redacted] as undeliverable. Please respond at your earliest convenience so that we may move forward. You can reach us Monday-Friday from 7am-6pm PST by calling us at [redacted]. Please also feel free to post a note to this specific job through your account at www.psprint.com by logging in, clicking the “view my jobs” button, clicking the specific job number, and scrolling to the bottom of the job details page where you will see the options to reply to this note.Thank you for choosing PsPrint!Customer Servicewww.PsPrint.com[redacted]History:Note created by Kelvin on 9/22/2015 4:46:01 PM.All Jobs: Other (Closed)Posted: 9/29/2015 2:26:06 PM by Erich:Please reship this package via Ground to:[redacted] Bellwood IL [redacted]###-###-####Replies:Re: Other Posted 9/29/2015 6:05:08 PM by Operator:package reshipped to updated address-Tracking#[redacted]History:Note created by Erich on 9/29/2015 2:26:06 PM.Note ASSIGNED TO Shipping by Erich on 9/29/2015 2:26:06 PM.Note assigned to Shipping CLOSED by Operator on 9/29/2015 6:05:08 PM.All Jobs: Other (Closed)Posted: 9/29/2015 2:42:55 PM by Erich:[redacted] Called and spoke with [redacted]. Advised package was returned due to the name not being listed in the building directory. She said she tried to call back after but was on hold for long periods of time and never got through.I offered to reship the package as a courtesy at no cost if she could provide an updated address, which she did. emailed CHI to ship order.History:Note created by Erich on 9/29/2015 2:42:55 PM. [redacted] Tracking Delivery Confirmation (10/01/15) Proof of Delivery[redacted]Dear Customer,This notice serves as proof of delivery for the shipment listed below.Tracking Number: [redacted]Service: [redacted] GroundWeight: 4.60 lbsShipped/Billed On:09/30/2015Delivered On: 10/01/2015 1:55 P.M.Delivered To: BELLWOOD, IL, USLeft At: Porch Thank you for giving us this opportunity to serve you.Sincerely,[redacted]Tracking results provided by [redacted]:   10/16/2015 7:57 P.M.   ET  Closing Statement Closing Statement:In summary, the initial [redacted] delivery failure was outside of PsPrint’s control and attributed to [redacted] difficulties in delivery to the shipping address provided by the customer. As soon as the order was returned back to PsPrint, we attempted to notify the customer via phone and by email. We do apologize for any longer than normal call queue wait times that may have impeded the customer’s ability to reach us directly. Upon the customer reaching us, PsPrint obtained an updated shipping address from the customer and absorbed the [redacted] shipping costs to re-ship the order to her. It appears that this Revdex.com complaint requesting the product was filed on 9/28/15, one business day before the customer contacting PsPrint regarding the matter.The customer’s request for the delivered product was fulfilled, voiding the alternative request for a full refund if not received. A customer service manager will also be reaching out to the customer during normal business hours to discuss the matter further and offer any additional assistance or possible coupon code off of a future order as a token of appreciation for her business, considering this experience.

Review: PS Print offers a variety of printing services.I recently printed a job with them. The product itself is fine, I do however, have a major problem with their shipping charges.My job was shipped via UPS Ground from their office in Bethlehem, PA [redacted]. The box specifications were as follows:28lbs; 14" x 12" x 10"Shipped to a residential address (me) in [redacted]They charged me $100.49.Hindsight this seemed a little high to me so I decided to plug the information into UPS' site to see what the actual charge would/should be.The answer: $17.08PS Print overcharged me $83.41 . . . I simply can not imagine how many other customers are being overcharged.This is unacceptable and this needs to be addressed with them immediately.Desired Settlement: They need to fix their shipping system with accurate charges.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

PS Print has refunded my shipping charge to my satisfaction. While I can not say with certainty they have fixed the site to prevent further overcharges - for now I am happy.

Thanks for your assistance.

Regards,

Review: On or about July 2, 2013, I placed an order with psprint.com for invitations. After waiting a week to recieve the invitations in the mail, I called the customer service line to inquire further and learned that the company could not locate my order, despite the fact that the charge for the invitations ($60.90) had already been debited from my account. The customer service representative told me the funds were be refunded to my account, and sent me an e-mail message acknowledging the same. I have yet to recieve the refund and my bank has no record of the refund. I called the customer service line today and was told that they have no record at all that they debited $60.90 from my bank account. The text of the e-mail message acknowledging the refund is set forth below.

As an fyi, this is the second time I have had this experience with psprint.com; the prior incident occurred just a month earlier in June 2013. I was able to resolve the prior incident with the company but need Revdex.com's assistance resolving this issue.

From: [redacted] [mailto:[redacted]]

Sent: Tuesday, July 09, 2013 2:28 PM

To: [redacted]

Subject: [EXTERNAL] PsPrint order #[redacted] cancellation

Hello,

Thank you for your call! Per your request, we have cancelled your order [redacted] in full and refunded the amount of $60.90 to the credit card used for your order.

Please keep in mind that while PsPrint will process your refund immediately, it may take 3-5 business days for your banking institution to release the credit to your account.

Should you need further assistance, do not hesitate to contact Customer Service at [redacted] Monday through Friday 7 a.m. to 6 p.m. Pacific Standard Time.

Thank you for choosing PsPrint!

Customer Service Representative

www.PsPrint.com

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[redacted]Desired Settlement: I would like to have the $60.90 credited back to my debit card/bank account as soon as possible. Thank you.

Business

Response:

Hello [redacted],

Thank you for taking the time to speak with me today. As discussed, complaint #[redacted] has been resolved with our customer, [redacted]’[redacted].

The customer had a delay with their refund, but has now received the credit to their account, of $60.90.

We have made updates to our system, which caused the delay, but in no way were we planning on holding the customer’s money.

I discussed the issue with [redacted], and she stated that it is resolved.

Please let me know if you need any further information.

Thank you,

Customer Service Supervisor

www.psprint.com

Business

Response:

{Please see attachment.}