Spoonflower Reviews (%countItem)
Spoonflower Rating
Address: 2810 Meridian Pkwy Ste 176, Durham, North Carolina, United States, 27713
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Ordered an item from *** and they indicated delivery would be completed in 14 days. I've tried to email several times, only response I receive are automated messages indicating they will contact me Has not happened They do not provide a phone number on their website Very frustrating, be cautious when ordering from them
Product_Or_Service: Tablecloth
Order_Number:
Delivery Please expedite the delivery with a partial refund. Not honest in their practice of delivering items when promised.
We responded to this customer with a personal message on May 26, three days after he wrote into us, explaining our situation and a potential delay. The turn time quoted for his order was 14 - 16 days and we shipped the product in 18 days. The tracking for this order is *** We are doing our absolute best and consider that given the current pandemic, this customer did not receive poor service. The order should arrive today.
I disagree. It was poor service and the turnaround time for the product is misleading to consumers. In the future, it might be best to inform consumers that product delivery could take up to 21 days.
We are very sorry for the unfortunate experience this customer had. We strive to exceed customer expectations and when we fall short, we take it very seriously. These are unprecedented times and we did our best with what we thought would occur, while working to keep our employees safe. Every product we produce is printed, cut and sewn in house by artisan hands. I very much hope the customer is satisfied in the end with the product which at this point, they should have received.
Wishing you the very best. Stay healthy!
Very very displeased in this company ! Buyer beware...ordered well over 6 weeks ago and still haven't recieved ! Absolutely no customer service and all you get is automated email responses. Quick to take your money !! But offer nothing else !! This company should b ashamed of how they run !!
I am very sorry for the bad experience you have had with our company. We strive to exceed customer expectations and when we fall short, we take it very seriously.
At Spoonflower, we print everything on demand as customers place their orders which allows us to have a large selection and affords you an opportunity to get something truly personal. With every purchase at Spoonflower, you are also putting money directly into the pockets of the artist(s) that created your selected design. We are proud to support independent artists around the globe working to make a living on their art.
This custom nature of our business means that we take payment up front and shipping your order is not as simple as going to a shelf and selecting an item. While we normally pride ourselves on a fast, custom turnaround time, we are in unprecedented times with COVID-19 which is leading to longer order delays than we like in processing orders and answering help tickets.
Your order is was placed 5 weeks ago at this point and when you placed your order, we quoted a turn time of 3 weeks. We are indeed very late in getting your order to you. For this, I am very sorry. I anticipate your order will ship by the end of the week.
You can never make another first impression and I so wish we had shown you our best selves. While we work to ensure a safe environment for our employees, we are actively making investments in our facilities, including more machines, hiring an additional 50 team members, and expanding our manufacturing space into our previous office space. If you are so inclined to try us again in the future, we would love to have the chance to delight you with our gorgeous, and sometimes quirky, quality fabrics and home decor within a short delivery window.
We are heartbroken to be in the position of disappointing our customers and as with so many other companies and organizations, we are pivoting daily to try to meet demands and expectations.
All the best,
***
President, Spoonflower
1 star only because I have tried to get my password reset to check my order and my emails have gone unanswered. The invoice cleared from my account immediately but I cannot get status on my order. I really need to know when the delivery date will be. My order date is May 6 and I have my order number. I understand the COVID 19 pandemic delay, but I just want to be able to check status on my order. Please email me so I can reset my password. This is not a major issue. Please respond.
I have no idea where my order is nor what to expect and there is nobody to answer questions.
Its been a month with no communication from this company. The hold up on this order affects my business and revenue. All they offer is an automated email. My business is on the line. My customers question my business because I can only say I'm still holding on materials. They've taken my money. I want answers!
I need a person to contact me to tell me what is happening with my order.
Dear customer,
Thank you for sharing your feedback and experience with us. We strive to exceed customer expectations and when we fall short, we take it very seriously. I can see that your order is currently a day late in shipping but it will likely be at least another week or two before it ships. Your frustrations in lack of transparency are warranted.
We are running very behind in our factory and we are also experiencing delays in customer response times. This is not the type of service we aim to deliver and we apologize for the delay in communication. We are actively adding more team members in customer service to address this and provide you with faster service.
All Spoonflower fabric, wallpaper and home decor is made-to-order and involves humans doing careful work along every step. We have been focused on the safety of our team members who print, cut, sew, and ship your products, going above and beyond the social distancing guidelines recommended by the CDC and WHO. COVID-19 caught the world by surprise, Spoonflower included, and we were humbled by the surge in interest for our fabrics, particular for mask making.
We appreciate your business and the tough position this has put you in with your own customers. While we work to ensure a safe environment for our employees, we are actively making investments in our facilities to ensure better service in the future. These investments include more machines, hiring an additional 50 team members, and expanding our manufacturing space into our previous office space.
We hate to be in the position of disappointing our customers and as with so many other companies , we are pivoting daily to try to meet demands and expectations. We did not get the balance right in all circumstances and for this, I am sorry. You have my commitment we will do a better job meeting your expectations in the future should you chose to shop with us again.
All the best,
***
President, Spoonflower
This business will quickly take your money then never offer you customer service. The fabric and prints I received were smeared and poor quality and not like the description whatsoever. They claim to offer refunds on their website, but they do not have anyone to process those refunds. Their phone number takes you to a voicemail box that they never check. Your emails are just ignored. I can't believe they are still in business. Shame on them
Dear ***,
I am very sorry for the bad experience you have had with our company. We strive to exceed customer expectations and when we fall short, we take it very seriously.
At Spoonflower, we print everything on demand as customers place their orders which allows us to have a large selection and affords you an opportunity to get something truly personal. With every purchase at Spoonflower, you are also putting money directly into the pockets of the artist(s) that created your selected design. We are proud to support independent artists around the globe working to make a living on their art.
This custom nature of our business means that we take payment up front and shipping your order is not as simple as going to a shelf and selecting an item. While we normally pride ourselves on a fast, custom turnaround time, we are in unprecedented times with COVID-19 which is leading to longer order delays than we like in processing orders and answering help tickets.
We do stand behind our products and are in the habit of doing right by the customer, certainly in the case where there are print mistakes or quality issues that may have slipped by our team. I checked on your order history with us and while it appears you liked the designs you received, you were unhappy with your fabric selection. It looks like we have already processed a refund for your order.
You can never make another first impression and I so wish we had shown you our best selves. While we work to ensure a safe environment for our employees, we are actively making investments in our facilities, including more machines, hiring an additional 50 team members, and expanding our manufacturing space into our previous office space. If you are so inclined to try us again in the future, we would love to have the chance to delight you with our gorgeous, and sometimes quirky, quality fabrics and home decor within a short delivery window.
We are heartbroken to be in the position of disappointing our customers and as with so many other companies and organizations, we are pivoting daily to try to meet demands and expectations.
All the best,
***
President, Spoonflower
Placed order on April 13th. As of today May 11th still have not received items purchased, nor have I received any notification from them about order.
I never received confirmation of my order, nor any shipping or tracking information. I have tried calling (no answer) and emailing them, but all I get is a 'form letter' type of email. When I attempt to log into my account it says it's not a valid account and to contact customer service.....but they won't answer calls and I just get the same form letter email in response to emails.
Refund or shipment of the items I purchased.
We are very sorry for this customer's poor experience with our business. We take disappointing our customers very seriously. She did place an order on 4/13 and based on the turnaround time communicated at checkout, it should have shipped by 4/29. Regretfully, due to COVID-19 pressures on the business and additional safety precautions put in place, we are shipping orders late. This customer's order was shipped very late- 12 days passed the expected date. Her order was shipped on May 11th and she should have received a shipping notification same day. The customer mentions not receiving an order confirmation from us so I hope our communications are not being caught in a filter.
In addition to our factory being overwhelmed, our customer service team has also been underwater and regretfully behind on answering tickets.
You can never make another first impression and I so wish we had shown this customer our best selves. While we work to ensure a safe environment for our employees, we are actively making investments in our facilities, including more machines, hiring an additional 50 team members, and expanding our manufacturing space into our previous office space.
At this point, since the order has shipped, we believe we have met the customer's desired resolution, although we regret the circumstances around it.
Per their response item was sent and they sent notification but they 'hope it wasn't caught in a filter'. Spam and trash folders were routinely checked but I never received anything from them (notification of order, notification of shipping and/or responses to my many emails) and as of today, 5/20/2020, have not received my order. Based on their reviews (which I stupidly did not read until after I placed order) this has been an ongoing issue for their company way before we ever even heard of Covid 19.
We show that we shipped this order on 5/11/20 but have gone ahead and refunded it as well. The customer can keep their fabric. The refund was done on 5/25/20.
I ordered fabric from this company on April 19th, 2020. 2 weeks later on April 24th, my order was marked waiting to print "1 to 2 days". 2 weeks has passed since then, no fabric, and my order has been moved from "1 to 2 days" to "Your order is running late, we're sorry". When I contacted them to try and get an estimate on time, I was met with "we don't know". People who ordered fabric from their *** store or their*** store are already receiving fabric while a lot of people report their order being pushed back. due to the current COVID-19 pandemic, I understand custom printed fabric being in high demand. What I don't understand is why they are STILL taking orders when they're not filling the orders THEY ALREADY HAVE. This business only cares about money, not customer service.
Dear ***,
Thank you for sharing your feedback and experience with us. We strive to exceed customer expectations and when we fall short, we take it very seriously. I can see that your order is painfully late in shipping and your frustrations in lack of transparency are warranted. At this point, I can say that your order should ship by this Friday.
All Spoonflower fabric, wallpaper and home decor is made-to-order and involves humans doing careful work along every step. We have been focused on the safety of our team members who print, cut, sew, and ship your products, going above and beyond the social distancing guidelines recommended by the CDC and WHO. COVID-19 caught the world by surprise, Spoonflower included, and we were humbled by the surge in interest for our fabrics, particular for mask making.
You can never make another first impression and I so wish we had shown you our best selves. While we work to ensure a safe environment for our employees, we are actively making investments in our facilities, including more machines, hiring an additional 50 team members, and expanding our manufacturing space into our previous office space.
We hate to be in the position of disappointing our customers and as with so many other companies, we are pivoting daily to try to meet demands and expectations. We did not get the balance right in all circumstances and for this, I am sorry. You have my commitment we will do a better job meeting your expectations in the future should you chose to shop with us again.
All the best,
***
President, Spoonflower
I have not received my order.
On 4/4/2020 I have placed an order for material and I have yet to receive the material. The order number is ***. Whenever I email them they send out an automated email. It's been over 2 weeks and still no updates and no items. I would either like a full refund or the items sent.
I would like a full refund or the items.
Issue was resolved as of today 04/22/2020
Spoonflower should be investigated by the government. I ordered material to make facemasks a couple of weeks ago. The material was btwn 9-10 dollars/yard. I just went to order more and the same material was $20.00/yard. They are exploiting the covid-19 crisis. Instead of helping out, like most companies are, they are profiting. I will NEVER give them my business again.
51 yards of fabric were ordered for a project; a portion of the fabric received has irregularities & discoloration. Need 13 additional yards.
Order Number ***, returned defective fabric to Ms. on September 19, 2019 with memo & pictures showing the defect vs a small sample previously provided by Spoonflower which they successfully produced from an obsolete fabric mailed to them. Need 13 additional yards to complete the project. Very significant expenditures have already been incurred on project labor to-date. Would need reimbursement for more than $1300 for this labor in the event the 13 additional yards is not provided, along with refund of $1286.96 Spoonflower charged to my credit card for the fabric.
Followed up with correspondence to Ms. on September 27, 2019 as this business does not typically communicate with customers over the phone & no response has been received. Spoonflower's website states they have a customer satisfaction guarantee & placed the order for more than 50 yards in good faith based on their earlier provision of a small fine sample. Spoonflower's website specifically states "that if you receive a flawed or damaged order, we are always willing to replace it." Spoonflower, as shown in the additional information that follows, was asked to ensure that the 13 yards sent is in keeping with that returned on September 19, 2019 assuring that the dark streaking/staining & irregularity are removed. Alternatively, Spoonflower is requested to replace the 51 yards if there would be dye lot or other variations in the 13 yards needed to complete the project. The 51 yards would need to be consistent with the fine sample produced by Spoonflower staff from an obsolete fabric mailed to them.
September 27, 2019 letter to Ms. & resolution required follows below: Dear Ms., Your assistance with this important order *** placed with Spoonflower last month for more than 50 yards of fabric is needed at this time. Unfortunately, there was a significant irregularity in a portion of order ***, which *** of Spoonflower received on September 19, 2019. For your convenience, this irregularity is again shown in the attached rightmost picture. As mentioned in the transmittal with the shipment that *** received, a small memo sample of this same fabric was ordered from Spoonflower prior to placing the 51 yard order. As will be recalled, in order to ensure this small memo sample fabric would accurately be reproduced for my elderly mother who is in poor health, a sample of the fabric Spoonflower was replicating was mailed to you. That fabric, was more than 20 years old and is no longer produced or copyrighted. Your staff did a great job of replicating this fabric in the small memo sample you provided, as shown in the attached leftmost picture. In good faith, along with repeated requests to Spoonflower to fill this large order in a manner consistent with the memo sample, while providing the appropriate standards of quality control, an order was placed last month. Unfortunately, such quality control was not provided. As information, the work room has advised that the original order of 51 yards would be required to ensure there are no dye lot variations thereby providing a consistent and acceptable finished product. Removal of your fabric used on the project to date and starting all over, however, would necessitate very significant additional labor costs on the part of the workroom, and your assistance would be needed in compensating the workroom for the costs associated with this additional labor. As shared in the September 19 transmittal, however, we are willing to attempt to complete the project using only 13 yards of remediated additional fabric. Given the skill of your staff in providing the fine memo sample, please ensure that the 13 yards of additional fabric is consistent with the shipment *** received on September 19, 2019, while assuring that the dark streaking/ staining and irregularity in the fabric and in the attached rightmost picture are removed. This understandably can require various steps including but not limited to maintenance and cleaning of nozzles, printer drums, etc. are employed, along with alignment, dye, ink and toner adjustments as necessary are utilized to remove irregularities in the fabric produced, such as streaking, staining, discolorations and inadvertent lines. Your website states that customer satisfaction is important to Spoonflower and in accordance with your commitment, certainly appreciate the highest level of diligence and quality control being applied to the 13 additional yards you will be sending. Due to pressing requirements on project completion, your help in expediting the 13 additional yards is also appreciated. Thank you again for expediting this remediation shipment of 13 yards and ensuring the highest level of quality control and diligence on this remediation shipment. Please advise at this time when this remediation shipment should be sent. Sincerely
Hello,
Thank you for reaching out. We have been working with the customer on this order since 2017, after having created the design file based on a sample sent (a service provided at no cost, outside of our standard realm of service offerings) and providing multiple complimentary samples. We are still working to ensure both that any replacement fabric will meet expectations, but also that said expectations conform with the physical possibilities and limitations of digitally printing fabric on the newest technology we have available. Additionally, portions of the irregularities in the design are the nature of the digital image file: these have been visible since the file's creation in 2017 and are unavoidable, due to the nature of attempting to reproduce a large scale pattern from a photograph of a small extant sample.
A new complimentary sample has now been sent, for approval prior to a replacement shipment of 13 yards. Due to the nature of digital printing, every individual order is essentially its own "dye lot," but we make every effort to have each order match as closely as possible. Should the new sample prove acceptable to the customer, we will be replacing the 13 yards in question as well, and look forward to hearing of its approval.
Best regards,
***.
Spoonflower
As shown in the copy of the attachment that Ms. received on Sept 28, 2019 and which you also have on file, the initial memo sample which was produced from obsolete fabric more than 20 years old (not a digital photo) and not copyrighted, that memo sample is fine.
As shared with Spoonflower prior to their mailing of this new one yard sample, I am in transit and with serious illness in the family not able to receive their sample at this time. It is my understanding the shipper will be returning this sample to Spoonflower. As Spoonflower knows I am looking forward to receiving this sample and expect to ask for a resend before mid-November. Certainly hope this sample will work, so that the 13 yards needed to complete the project can then be provided.
It's a wonder Spoonflower is still in business. I don't know if their customer service or quality is worse. Both are so abysmal it's embarrassing.
Their customer service is atrocious and so is their quality control.
I am so beyond upset with Spoonflower. I placed a wallpaper order for over $500, and I pay for their Pro Membership which promises dedicated customer service to resolve issues.
Well, I received my order and have so many issues it's not funny. The wallpaper is damaged; it has stains all over it, and it took their customer service people too long to reply about this.
When they finally replied to me, they didn't give me a timeframe for when they planned to ship me non-damaged wallpaper. They just told me it would be expedited.
Ok, well my client who ordered this wallpaper is now extremely upset and refusing to pay for this order because it is late and she needed it installed for an event, it is damaged, and there is no timeframe for when this will all be fixed. They're ruining my reputation with my customers due to their absolutely atrocious customer service and complete lack of quality control. I'm upset. I want a refund on this order because now I have to eat the costs of this!
I want a refund on this entire order. My client who ordered this wallpaper is now extremely upset and refusing to pay for this order because it is late and she needed it installed for an event, it is damaged, and there is no timeframe for when this will all be fixed. They're ruining my reputation with my customers due to their absolutely atrocious customer service and complete lack of quality control. I'm upset. I want a refund on this order because now I have to eat the costs of this! Additionally, I want to know that they actually are going to do better in the future because I'm paying them for a Pro Membership where I'm supposed to have dedicated customer service and other perks I'm simply not getting. I'm not getting what I paid for all around.
We are sorry to hear you have been displeased with your order. In reviewing this order's history, it was shipped 2 days ahead of schedule and delivered on a Friday. I do see pursuant to your email of 3:00pm that same afternoon that two rolls unfortunately arrived damaged. Your email was replied to at 9:41am on Saturday morning, confirming a rush replacement shipment of 2 rolls at no cost. This replacement order was delivered the following Wednesday, and $100 was refunded to you as an apology for the delay.
Per your request, your Pro membership has been canceled and refunded. Should you wish to return the unused product, we would be happy to refund that as well.
Are you kidding me? I asked *** from customer service what more could be done for me and she told me to find another company to do business with (see previous screenshots in my last correspondence). She never told me I could send back those 2 rolls for more of a refund, and I have thrown them out because what am I supposed to do with damaged goods? I expect you to refund me for that because it was your customer service rep ***'s failure to inform me of that.
We apologize for the confusion regarding our previous message. The 2 damaged rolls were already replaced at no cost, and 15% of all product was refunded along with your Pro membership. Any further refunds for unused, undamaged product can be processed upon receipt of return of said product.
My wallpaper artwork was shifted in the printing process causes my artwork not to align properly.
I sent the following email to the Spoonflower Team April 29, 2018, "Hello Spoonflower Team,
I ordered a wallpaper design from you that was large scale and I needed the individual pieces that I ordered to be true to size. When I received my products and laid them flight I was initially excited. When I took a closer look and started to piece the elements together I realized that my artwork was cropped incorrectly. Instead of it being centered it has been offset with one inch of what should be the edge of the right hand side of panels moved to the left side. The shifting of the image makes it impossible to be properly assembled. Please reprint correctly and resend the orders or please provide a refund. The order numbers in question are: *** and ***. I also can provided pictures of the examples of issues. I was using this project for an Arts Festival in Yonkers, NY taking place May 5th and 6th. The install occurred already for the press days happening Monday- Friday of this week. It would be great to have this issue fixed before the opening because I want the best representation of my work.
Best Regards,
On April 30,2018 a*** from the customer service team replied with the message saying that my artwork was shifted 3/4 of an inch but when I pieced the work together the design didn't match up exactly. I provided images of the faulty print outs and have yet to get a response back from the Spoonflower customer service with a follow up answer.
Please provide a refund for the faulty printing. I wasn't responded to in the timely manner that I needed to receive the reprint.
Hello,
We are sorry our platform did not work for your mural project, and that we were unable to meet your deadline. I see your orders have since been refunded, and some tips for printing larger scale pieces have been provided -- we do hope this may prove helpful in the future, and appreciate your understanding. If you have any further questions or concerns, please reach out to us directly and we are happy to assist.
Hello Spoonflower,
Thank you for handling my issue. I appreciate the great customer service. I did receive the refund and the estimates of size dimensions for future.
Ordered custom fabric, prints became more out of square across fabric.
Until recently we have had good results with company. With last two orders, the shape of the prints change from one side of fabric to the other. My print files are a copy of a master file produced in Photoshop, then placed within the printable area for reproduction. My customers require that the shape of the prints be consistent and as close to square as possible. I provide cutting marks for each image for the customers ease in preparing the image for their projects. When measuring the diagonal of these cutting marks, a square print will show the same measurement across both diagonals. With the last two orders, these measurements vary as much as an eight to three eighths of an inch, with the measurements being inconsistent from image to image.
This was brought to Spoonflowers attention via chat on the companies website on Nov. 13th (***) and again on Nov. 14th (***), this year. An excuse was provided, saying that this could have been produced by the "grain" of the fabric and a reprint would most likely have the same results. A return and refund was negotiated. The products were returned and delivered to Spoonflower Inc. on Nov.21st, evidenced by FedEx tracking #***.
I emailed through companies website asking for the progress of my refund on Nov.28th and have received no response or refund to my account.
Custom service is through website's chat or email, there is no person to speak with directly that handles these matters and they do not answer emails.
Order #*** placed on Oct. 27, 2017.
Returned items are 9 yards of Kona Cotton that are priced at $17.10 per yard. Payment was made from my *** account.
Account info:
Since the refund was based upon the return of the items, a refund to my *** account is requested.
Hello,
We were sorry to hear this order printed off grain, and were happy to provide a refund. Unfortunately, the returned order was delivered during a holiday week and did not make its way to the returns department until after Thanksgiving. A refund was processed for the returned items on November 30th. Please let us know if you have any questions or concerns!