I don’t usually use my blog as a platform for complaints, but I am so outraged by the service of this company, I feel it needs to be shared! PRINTERPIX has no regard for their customers and have not bothered to acknowledge, nevermind respond to, my email complaints.
I am extremely PO’d with the printed photobook I recently received from PrinterPix – on TWO accounts. First of all, it arrived about 5 weeks later than promised and subsequently I wasn’t able to give it to the person it was intended for on my recent trip to South Africa (it was actually a joint gift – a collection of recipes and photos designed in an Alice in Wonderland theme to match the Hens Party – from friends and family for the bride, so not only did I let the bride down, but the other girls too!)
Before I left on my trip, I phoned and spoke to a PrinterPix consultant named Sadhir who ensured me the book would be printed that day (a Monday) and would be with my via Royal Mail by Wednesday (I was leaving Wednesday night and expressed my dismay because I had left ample time for the book to be printed and delivered when I ordered it, but PrinterPix did not fulfill their delivery promise – clearly stated on the website – maximum order and delivery times of 12 days for photobooks in particular.)
Sadhir tried to claim there was some kind of printer problem and that was why the orders were slow, but I confronted him and he admitted that PrinterPix had in fact received more Groupon orders than they could fulfill on time. NOT ACCEPTABLE.
My second problem with PrinterPix: poor product quality.
After my return from SA, the book had finally arrived only for me to discover that the last 6 or so pages of my design had all been printed black – as in, the whole page is black!? Also, some of the actually imagery and text is pixelated and looks terrible! What am I supposed to do with it now? I certainly don’t feel like wasting my money to post something so despicable to my friend in South Africa when it looks as it does, AND when it is already late (because they could not deliver on their promises)… Again, NOT ACCEPTABLE.
Finally, after emailing PrinterPix early October, I have STILL not received a personal response from them (I got an automated one telling me they will get in touch within ‘a day or two’ – pah! Still waiting!) and I have since emailed them again to ask what is going on? (Haven’t bothered phoning because last time I tried I had to wait about 15 minutes before anyone answered…)
The service I have experienced from PrinterPix is disgusting and I guess it goes to show that not all ‘good deals’ pay off. To Groupon’s credit (I cc’d them in on my original complaint email), they have refunded the money I paid into my Groupon account (but I can only use it for another Groupon purchase so it’s not a proper refund) – I have actually now unsubscribed from their emails anyway because unfortunately this is not the first time I’ve been disappointed by one of their ‘deals’.
So now I sit and wait patiently for a response from PrinterPix… Something tells me I shouldn’t hold my breath…
UPDATE 13 Feb 2012 – Message from PrinterPix:
“We would like to ask that anyone with unresolved issues contact us at www.printerpix.co.uk/uksupportcentre. We are committed to satisfying our customers and do have customer service waiting to address your needs. Please post your concerns here: www.printerpix.co.uk/uksupportcentre so that customer service does see it and can assist you to the best of our ability.”
Please read an update on my PrinterPix experience here (posted 16/11/11)
17/11/11: I have just been phoned by PrinterPix and asked to remove my original posting (below) which I refuse to do as it is my right express my experiences through my blog…
May I remind all readers that if you have problems or complaints, please direct them to PrinterPix directly and don’t comment on this (or the other) post if you expect to receive help from them – they’ve asked for people to get in touch with them through correct channels. I recommend emailing them directly using both of the following two email addresses: email@example.com and firstname.lastname@example.org AND I suggest cc’ing Groupon in email@example.com. Thanks and thanks for reading…