GotPrint.com / Printograph
Reviews and Complaints

Placed a business card order with them. Cards arrived cut in wrong places. Cannot use cards. Contacted customer service at gotprint and was told it was somehow my fault, but if I order them again it would be discountedI am a professional graphic designer and had ordered from this company before with good results but now they seem not to care and are very sloppy. I have attatched a photo that shows the card at the top was cut correctly but others were not. This is same photo sent to gotprint

I needed to print some postcards quickly for an event, so I asked for a rush job, overnight with Saturday delivery. I called them to confirm all of this, and they told me exactly how to do it. After I finished the entire process, the Friday rolled around and I called to confirm that they were sent. I was put on hold for several minutes. When the representative returned, he told me that their printers went down the night before, so the postcards were not sent. I told him that those cards needed to be at an event the next day and I'd like to cancel the order since receiving them later was a moot point. I was told to email with my request. I did, and was then told that they could not cancel the order. In the meantime, I had to spend more money with another vendor who was lovely enough to do them quickly for me. I figured I could still use the gotprint cards since they were so cheap, but I would not pay the rush fee or the overnight fee. After several phone calls and emails making sure I was not charged and having to tell a customer service representative to talk to me nicely as I was talking nicely to her (and they were the ones at fault here), they told me the cards would still be overnighted at the regular shipping fee. They did not show up the next day or the day after or the day after that. I then called them again to find out where my order was, and again, I was put on hold for a lengthy time. They came back and told me my cards would be delivered the next day, which finally did happen. This was the second time gotprint screwed up an order for my design firm and didn't handle it graciously. We decided this would be the last time we used them. We'd rather pay a little extra to get the service that we need.

I ordered postcards on a rush order, all files were uploaded, their system had a glitch and couldn't display the files the way they should be displayed. To make a short story long, we were going back and forth with them, kept uploading files only to find out that they won't be able to fulfill the order. Because of their false promises, we were not able to timely place the order with another company.
"Customer Service Manger" Lori was extremely rude and totally indifferent to customer's needs. Her Supervisor Mike was not rude, but was not helpful at all. With him I felt like I was talking to a robot. What was the most terrible thing is that he accused me of making up the fact that I called and one of their representative promissed to have the job completed on time. He said that he didn't see our number in their records! This to me is beyond any words and I will make sure to not EVER contact this company again!

I'm not going to tell anyone what to do. But I will SUGGEST avoiding this company at all costs. I'm writing this horror story a month after the fact because I wanted to be clear headed about this. Here's my story...
-ordered custom die-cut stickers on Apr 1/11
-called them on Apr 21/11 asking where my order was. their reply "it takes longer because of the custom die cut" I asked why I wasn't made aware of this when ordering. their reply "well it doesn't need to say that on our website for you to understand this"
-received my order on Apr 26/11. the stickers were mis-cut, so i immediately called and was told to send an e-mail, which i did.
-called on Apr 27/11 to follow up, CSR said someone from quality would call me back later that day.
-FINALLY recvd a call back on Apr 28/11 from someone in their quality dept who told me the stickers are fine and if I wanted them to take a closer look I would have to send them 25 samples at my own cost for them to look at. I asked to speak to a manager. I was transferred to George. What a piece of work this kid is. He proceeds to tell me it's industry standard to have my custom die-cut stickers 1/4" off because the paper shifts. I told him the variance between some of the stickers is unbelievable. His reply "Listen, we're not going to re-print this or discount you because it follows industry standards and I think they're fine." I told George they're obviously not if on some of the stickers the colour runs to the edges and on some they don't. George's reply "If you're going to keep repeating yourself, then I'll do the same. WE ARE NOT RE-PRINTING THIS ORDER". I was stunned. I could not believe
1) I was being yelled at by the quality control manager and spoken to in such a tone
2) At the lack of respect, they were showing me (I HAD been a customer for 3 years and this is my 2nd problem order)
3) The fact that they would not work with me on a resolution for this problem. It was their way or the highway.
-After George said this I asked to speak to his manager. He transferred me to someone in their production dept, not a manager but someone who does their cutting. I couldn't believe it.

I have been in this business for 17 years and have been using the same suppliers for the same amount of time. Gotprint was reliable but beware if they ever ever screw up your order, you're SOL in their books. They will not show you any satisfaction or respect when this happens and you can't say you were not warned.

I am very disappointed, and I will never be ordering from Got Print again. The layers of failure at Got Print – from managing the cutting of the job, to properly scanning or addressing the box that UPS picked up when attempting to deliver the second run, to waiting until the "next available run" to print for a third time without any sensitivity to the previous problems further delaying the delivery of my job –have caused stress and cost me money. These multiple failures are now costing my small not-for-profit organization more than $1000 dollars because of increased rushed local printing costs and resulting higher postage costs to expedite getting the piece in the mail. Added to this, the lack of attention from a customer service standpoint is unconscionable. I was never notified there was even a problem with my order until the most time-sensitive piece of my multi-part order did not arrive. When trying to find out what happened, I had to make multiple calls trying to track down someone who had information about the job. I was told I'd have a return call in 10-15 minutes several times during the process. These phone calls were more like hours apart. When I finally did speak with a manager, I was not offered any satisfaction with regard to expediting the order or removing the cost of this part of the job from my bill. I was clearly made to feel expendable, and so Got Print will not have any more of my business.

This is the first time that I have gone out of my way to write a review online or anywhere for that matter, but I am so disgusted and outraged by this company, that I had to let out my anger somehow so here we go:

Today I was spoken to like I was the ### of the earth! Gotprint. managed to screw up my order and I've officially dealt with the most unprofessional and rudest team of Customer Service reps on this planet! I placed my order almost FOUR weeks ago, and the package finally shipped out last week. It should've arrived on Tues April 26th, but according to UPS, there was NO APT # on the address so the package was going back to the sender. I emailed Gotprint to inform them on THEIR mistake, and I was treated like crap! The person who wrote the email even said to me that it was "my mistake" and I would have to pay for the re-shipping fee! I was in a rage at this point, so I called their customer service department. After waiting 10 minutes I finally got someone on the phone. Apparently this person was named Jim, or Jeff, something like that. I explained the situation and he blatantly said to me that "If I would admit my mistake we could move forward with this'. Excuse me? My mistake? I repeated the whole story to him, explaining that one of their incompetent employees neglected to type in my apartment number on the address label when they shipped it out, and he said to me "When you entered your shipping address you left out your apt number". I said "Noooo, if you look into my account under Billing & Shipping, right there on the address line it clearly states my apt number". He says "No, its only on your billing address, not on your shipping". Seriously? Is he high or something? When I entered my information I specifically wrote down my FULL address on both the BILLING and the SHIPPING form. I told him I know my address and where I live, I wouldnt forget to type in my apartment number.

Meanwhile I'm staring at my information on their website and it clearly says Apt. so and so, so i dont know what on Earth he was talking about! He said to me that because I didnt enter it on the shipping form that the package was sent back. This was total BS since on both forms, the address was correct. After getting loud with me and denying that they made a mistake he says to me again "Mam just admit you made a mistake...". I lost it after that and I asked to speak to a manager. He says to me "Well as a matter of fact miss, you are speaking to the manager." Really? Is this how your managers treat your customers? I told him I was losing out on business because I didn't have my business cards, and he pretty much told me "Oh well, its not my problem". I tried being nice and he was just a nasty F***! He repeatedly told me it was MY MISTAKE and made no effort to rectify the situation. I told him I had pictures of my computer screen to send him with my account information on the screen and the correct address in it, to prove to him that obviously I entered my address correctly when I signed up for an account on their site, and that they screwed up. So I asked him if he could hold on while I pulled up the pictures so I could email them to him, and the idiot HUNG UP ON ME! Yes I was hung up on by a "manager"! I was so mad that I started crying out of pure RAGE!

I called back, waited another 10 minutes, some other guy answers, I ask him who the jerk who calls himself a manager is, and he said Jeff or Jim or something and hes a supervisor. I explained the situation AGAIN, he apologized for his behavior and again, DID NOTHING to help me out! He said they were closing and I would have to call back tomorrow, but that another Shipping fee would be involved! At this point I told him, it isnt about the money, it's just principle! You've done nothing but blamed me for this screwup when it wasnt my fault, and have not once tried to rectify my situation and just get these stupid cards to me! I've waited almost 4 weeks for them, and at this point, I will NEVER use them for my printing needs!

Stupid me, I almost placed another order with them a few days before this mishap, but now I will sure as hell use VISTAPRINT.COM. I've heard nothing but good things about them, and I'm sure I wont be abused by any of their customer service reps who call themselves "managers". I hate you GOTPRINT! HATE YOU! You made my night into something out of a horror movie and I literally want to rip the hair out of my head out of frustration I have towards you!

'm submitting a letter I just sent to GotPrint. Please read, and BEWARE of this company. They will cause your business to lose $$!

Dear GotPrint,

I haven’t been this upset or frustrated in my career EVER in my 13 years as a graphic designer!

Let me explain what I’m dealing with with your company:

On February 4th, I uploaded a door hanger job to your website. When you guys sent me the proof I found a typo and DID NOT approve it (clicked “NOT APPROVED”). You guys sent me a link to upload the revised file on February 7th. I fixed the file and re-uploaded it and approved the proof. You guys printed it and shipped it to my client. I received an email on the 16th from my client saying that you had printed the ORIGINAL, INCORRECT version of the files with the typo and he wanted them reprinted correctly. I called and ordered a reprint (Gotprint Quality Control admitted it was their error). I asked that they reprint these quickly as it wasn’t my fault and my client needed them ASAP. The customer service rep assured me that they would be put on press that week (week of the 14th).

My client called me today (Feb. 22nd) to see where they were. I was surprised he hadn’t yet received them. I called GotPrint and the head of Quality Control told me that they hadn’t gone onto press until TODAY and it would be MAYBE another 2 days before they get shipped. Needless to say, my client is furious, and I am so upset as I pride myself on meeting deadlines. I asked for a refund and Quality Control told me he could only give me a $70 credit to a future job (this is a $400 job and $70 does not even cover the original shipping cost of the defective product!)

I am having to eat my design fee, as well as the shipping fee to appease my client. Therefore, I’m not making ANY $$ on this project and I’m still having to PAY for the shipping & printing of a screwed up job that is NOT my fault. This is EXTREMELY upsetting to me. I’ve most certainly lost this client, a good client that I’ve had for several years, and any future jobs that I might have gotten from him, so this is costing me even MORE $$, as well as the fact that my client, a landscaper, is losing $$ to other competitor landscaping firms who already are distributing their door hangers in this area.

When I talked to the head of Quality Control he was rather evasive and would not give me an answer as to when my job would be shipped or how long the shipping would take. All of your customer service reps have been unwilling to assist me and pretty much give me the runaround.

I’m so incredibly upset, and I plan to post complaints wherever I can possibly post complaints as well as contact the BBB. I understand that you are an internet company with many low cost products, but you also guarantee 100% customer satisfaction. Well I'm NOT satisfied!

I’ve used your company for my printing jobs for several years now and I’ve always been completely happy with the result. This has never happened to me before, and now I’m frustrated that I’m going to have to find another print provider for my needs.

Thank you.

Well I have to say that seeing these other complaints I'm NOT at all surprised ! I make signs in house, I have machines been doing it for over 10yrs.. I have been brokering business cards, postcard brochures etc for the same amount of time. I set up an account with these clowns months ago many.. I finally had a client that needed something these guys can make, so in pricing I emailed them and said not sure why you didn't set my account up as resale, here is my resale # I need broker pricing please.. They then proceed to tell me that the resale has to be in a Co name.. well that is NOT the case as I print stuff, I also do photography, all under my name. so months go by I now have another client that I can use these guys for, so this time I call on phone.. get some dude that trys to tell me that on the resale certificate that the STATE of CA issues it has to say that I'm a print broker.. I told the guy, you are wrong.. that is NOT the way it works never has been and he told me I have to call them and get it changed.. I said, Wrong, how it works is you send or email me a form that I fill out and put in my resale # and sign saying what I resell in this case printed matter.. he argues again and says the way we do business is we have to see on your resale cert that your a print broker.. I have been printing with 5 other printers for years and have been set up this way ( the way the State has it set up) This Co is ClueLess, and now reading how they mess up print jobs and don't fix them etc.. I'm happy to save the extra work as these guys are not customer service oriented. I print and donate 20%of the sale to help pets in OC/LA it's called Print4aPet.com the guys says the site doesn't show your a broker.. I laughed and said really so when people hit order then design there own stuff and it gets shipped to them, what do you call that... idiot... not to mention if you look at my samples of stuff I have printed. Clueless in the valley they are !

I've used GP since 2006 without any issues. In the super-saturated market of offset printing, I've been a loyal customer for the small amount of printing I've needed.

I ordered a brochure on Oct. 16 and paid for two-day air. With their latest turnaround time (which was an extra four days because of the paper I used), I had enough time to process the order and include in important promotional materials by my deadline.

The shipment was due to arrive on Thursday, Oct. 28. I checked my UPS tracking that morning and noticed the packaged had been "successfully intercepted" and "returned to sender" via 3-day UPS ground. When I called GP, they insisted I must have had the wrong address (which we confirmed was not the case). My complaint was handled without apology and a lot of "wow, that's so weird. huh. I wonder why that happened."

I was told UPS made the mistake. I was told I could file for at least a partial refund even if they could deliver by Wednesday, November 3. This was already past my delivery deadline for the promo materials. I had to call to get an extension on my biggest opportunity of the year. I looked like an idiot to my client. GP said they could do nothing else and to call back on Tuesday.

When I called on Tuesday, I was told I would not get any refund or compensation if the brochures were delivered. Again, no apology. I asked if they realized they had put me in a terrible spot with my client his response was that it wasn't their fault, it was UPS' fault. I was told I might be able to appeal for a reduction of the cost of the brochures by emailing Quality Control. I did so.

Today, after 24 hours and no response from Quality Control, I rec'd the package of brochures. They were unfolded. UNFOLDED and I'm already past my delivery date for promo materials.

Called again and was routed to a QC supervisor who told me I could return the materials for a refund. He told me I would not get any reduction in the price of the brochures (now entirely obsolete) if I chose to keep them. I calmly stated that the company's lack of good customer service was going to lose them a loyal client and he repeated that there was nothing he could do. No apology. Nothing but coldness and utter disregard for the nightmare of the situation.

I've since packaged every ounce of material I've ever ordered from this company and will return. I will have to print digitally in small batches for now--more expensive but worth not having to use their goods.

I ordered business cards from gotprint.com. I paid extra shipping to have them here by a certain date.

When they showed up the front side was correct, but the back side had another company's card on there. I emailed them 4 times before I got a response. They told me I would have to spend even more money out of my pocket to send back 25 samples of the cards so they could see that I wasn't lying I guess. I sent them pictures of the cards to show that it wasn't the same as I what I ordered.

They said that I still had to send in cards and that they wouldn't pay for me to ship back what they had messed up!

After many successful orders, they called me to threaten cancelling my account because we were unhappy with an order we had placed and PRE-PAID and didn't pick it up because the colors were totally different from what we had selected online. We didn't ask them to do anything about it, we were just going to re-order and pay again, and we did not argue their point and had no need for them to throw away our business.

Obviously, they have no business education on customer retention. Work this time was crappy and George, a manager, is a complete idiot. All employees refuse to provide information on who he reports to, also.

I was a lifetime customer and gave many referrals. Now, I have nothing but negative things to spread about them.

BUYER BEWARE! Read reviews and think twice before placing your order with GotPrint.com. I ordered business cards from GotPrint on 8/15, chose and paid for rush turnaround time and 2-day shipping. I received an email with shipping and tracking info-stating I would receive the business cards by 8/19. However when I receive my shipment on 8/19, I opened the box eagerly to see my business cards AND guess what?! - the business cards inside the box are not mine! GotPrint put on the wrong shipping label on the box. Called them immediately-customer service doesn't tell me where my cards are-they tell me that UPS is coming by with a pre-printed label to pick up these cards. Then they give me a new tracking# for my business cards telling me that I will receive it the following Monday8/23. After checking my new tracking # for updated info on an expected date of arrival AND calling a second time to customer service- I find out that my cards are with the wrong person and UPS has NOT picked it up and I will receive my business cards sometime after Monday 8/23! I also put in a 'problem message' through their website and customer service tells me that the "quality asurance/service" department will get back to me within 24 hours. Then I speak to a person in the shipping department and all they offer is to give me $6.00. At this point, I am so fed up that I ask to speak to a supervisor and she claims that she cannot give a full refund because it has to go through their 'quality assurance/service' department and then tells me that this particular department is closed for the day. So they are giving me a mass load of BS and the runaround instead of doing the right thing and giving me a full refund since they messed my order (their website has a 100% customer guarantee-which I had to remind them about) for the hassle of mixing up business cards PLUS my confidential information landed in somebody else's hands.

In spite of the fact that I was cordial, respectful and polite, I thought it was something I said. I even suggested to the customer service representatives Frank and Garrett at Gotprint.com that I may have made a mistake or misunderstood. Regardless, they were rude, arrogant and short with me.

I accepted the first two sets of business cards I order as perhaps a mistake on my part. "After all, I'm new at this", I told them. I cards I got from them in the mail look nothing like they did when I approved the proof. The cards apparently weren't cut right or didn't line up with the bleeding edge outlined on the template. But I had a real problem when they took a tone with me for asking why was the third set approved without my seeing the proof. They simply replied, "you approved the proof". This after they emailed me asking me to re-upload the newly designed cards because the previous cards that were ordered overlapped the bleeding line. I repeatedly asked them why didn't I see the proof of the newly designed cards I resubmitted per their request. Both Frank and Garrett continued to say, "you approved the proof." I asked, how could I have approved a proof (of the redesign cards) I didn't see. It wasn't until I asked if there was a manager I could forward a complaint to that it was explained to me that there would be an additional charge for a new proof, thus, the proof that was initiated with the order was all the approval they needed to process another order of business cards.

I explained I would be more than happy to pay another $3 to approve another proof if it meant assuring that my cards would be sent to me in the correct manner. But that was never explained and thus I was confused when they continued to repeat, "you already approved the proof." By this time I had asked them to cancel the entire order.

When it was finally explained, they had the nerve to imply the other reps were correct when they repeated, "you approved the proof." Come on, I'm a new customer and I clearly read the instructions before ordering but there were no instructions on what a customer should do if they want to see proof of an order when re-uploading per the instructions the company.

Gotprint must have volumes of dedicated and loyal customers if they can afford to treat new customers this way. They obviously don't need my business.

If someone can suggest a better company - please let me know.

GotPrint misrepresents their prices; the product is not delivered until additional monies have been paid.

My non-profit charity placed an order with "GotPrint" for customized bookmarks to be delivered to a non-profit charity in London, England. My charity had fulfilled its part of the contractual agreement at this point. After delivery to London, the delivery partner for "GotPrint" demanded additional fees before they would release the order to the London charity.

Requests for assistance from "GotPrint" were met with claims that the Terms of Service for "GotPrint" reflects these additional costs. This is NOT TRUE. The Terms of Service as of February 9, 2010 can be seen at the website for "GotPrint" [http://gotprint.net/g/showTerms.do].

Repeated requests for assistance have been ignored and my charity has had to pay these additional funds in order to have the order delivered. "GotPrint" has misrepresented the costs of their goods to our charity. As a result of this misrepresentation we have had to spend additional funds and additional time to rectify this situation.

GotPrint intentionally deceives customers about the full cost.

These people are seriously the worst people I have ever ordered from in my entire life.

They took 3 weeks to LOSE my order, then gave such horrendous customer service that after a week of trying to be patient and just get my damn business cards, which had taken an obscene amount of time to have to deal with, that I asked for a refund.

It takes 15 days to put back on my card, according to their service rep.

Yeah right. I process credit cards all day long, it takes 24 hours- you are a liar, and you are a terrible, terrible company. I can't wait to order from someone else.

Man, I hope this company fails ASAP. They're well on their way.

I had a terrible experience with GotPrint.com. I ordered a small sample order of 250 business cards (VERY glad I did not order a larger amount) and my APT # did not get included somehow on the order (this is not a problem however because my leasing office accepts packages for me regularly). My shipping charge was $8.95 and UPS did not deliver. Upon calling GotPrint.com (Who has a B- rating with BBB) they did not offer to help with the situation at all and told me if I wanted to receive my cards I would have to pay them an additional $10 to have them notify UPS of my APT #. This delay on shipping caused me to have to order from another company and I still have not received my product I paid GotPrint for.

I will never do business with them again.

What a bunch of arrogant a-holes! I can't believe how crappy the customer 'service' is at gotprint. Avoid these guys like the plague!

After screwing up my order they still insist that it was I who made a mistake. I had called to ask about getting some labels printed that my client could write on using a sharpie. They told me what to order and I ordered it. After some hassle about the proof that was sent, I found out from them later that my client would not be able to write on the labels. I asked to change or cancel the order and they wouldn't let me! (it hadn't even gone to print yet, just "policy") Anyway, they went ahead and shipped the wrong item to my client directly and refused to issue a credit or refund. I complained to my credit card company and the matter was resolved. Or so I thought.

That was two years ago. I recently was doing some charity work for a local church and thought I'd give Gotprint.com another try and see how they handle a simple trifold brochure. Big mistake. Apparently they've revoked my account because of my previous complaint and won't accept any new business from me now. How idiotic is that?

DON'T REWARD STUPID COMPANIES LIKE GOTPRINT WITH YOUR BUSINESS ... there are plenty of other online print vendors out there with ACTUAL CUSTOMER SERVICE and actual people who want your business - not some arrogant adolescent manager with a score to settle.

I had been a long time customer of Vista Print and thought I'd try out gotprint.com to see how they're product was and the level of service they provide.

Well, I can honestly say it's pathetic...PATHETIC AT BEST!

I had uploaded my letterhead and I received an email the following day stating the spec's of the dimensions were not correct. I found that hard to believe because both Vista Print and Fed Ex/Printing have printed my letterhead off that file for years. The customer service rep read me the numbers but couldn't explain why they needed to be that way...ok, so she's a customer service person, not a technical person...I guess that's why she answers only the phones. 20 seconds after getting off the phone with her I received a cancellation email stating my order was now cancelled...who cancelled the order? Not Me! Again, another call to gotprint.com and spoke to a supervisor named Lori who was more than helpful and understanding and got my order reinstated. I took that file down to have it sized to the dimensions that gotprint.com wanted and low and behold...IT WAS THE DIMENSIONS that gotprint.com wanted. I re-uploaded the file without a problem this time...go figure!

3 days later, I receive an email stating they were still waiting for approval...what approval? I approved the order the first time? I clicked on the link for "approval" and I get an "Error 404" "file does not exist"...GREAT! Here's ANOTHER call to gotprint.com, the customer rep stated he would send me another link and apologized for what happened, I asked to speak to a supervisor and which he mentioned they would not be in until 8:00 am and he would personally brief the supervisor of my situation as soon as they got in and even read back my phone number for them to call me back.

5 HOURS HAVE GONE BY AND STILL NO CALL! I call them AGAIN..go figure, spoke with Lori again and she apologized that she was never spoken too by the customer service rep about my problems (lie? who knows...who cares) Lori stated she wanted to "expedite" my order and wanted to have her manager George know about the problems I have experienced.

When George finally picked up the phone, he offered nothing but excuses for everything that happened, and while I was on the phone with him, I received 5 emails stating my order was "approved" which was approved at 8:00 am, it's now 1:00 pm. He stated it was MY SERVER that was sending these emails and MY SERVER that was generating the "404 Error"...OK...WHATEVER!

He offered no solutions or any discount for my order or for any future order for all the crap I've had to deal with, LIKE I'D EVER ORDER AGAIN! He stated and I will quote, "YOU DON'T HAVE TO ORDER FROM US, I'LL JUST CANCEL YOU'RE ORDER AND YOU CAN GO SOMEWHERE ELSE, WE REALLY DON'T CARE." My response was as you would expect and I cancelled my order...he failed to tell me that my refund would take 10-15 business days, so when I received the email on that, I called him AGAIN...he stated the refund would be 5-10 days...I asked him if it was 5-10 or 10-15...he was at a loss and stated, "WHAT DO YOU WANT, I CANCELLED YOUR ORDER AND GAVE YOU YOUR MONEY BACK, JUST DONT' CALL US EVER AGAIN...WE DON'T WANT YOUR BUSINESS" and just hung up on me!

George is about as useful as a tit on a hog! He lacks professionalism and customer service skills or lets just say "people skills" in general.

I've read all the comments here and wish I would have read them earlier but I have to admit that things do happen, it's how you correct them as a business and how you serve the customer...GEORGE, YOU HAVE FAILED MISERABLY IN THIS TASK AND I AS WELL AS OTHERS WILL PASS YOU OUR VIEWS...REFERALLS GO A LONG WAY BUT NOT WITH YOU!

I am a graphic artist and have had great success with GotPrint on multiple occasions. The clients love their cards, their inexpensive I couldn't be happier to send my business there. However, in light of recent events I can no longer use them.

A client of mine had had her business cards printed at a local print shop. Running low on her cards, with a large event looming, she asked my suggestion for a printer and I told her about GotPrint. I gave her the contact info for some of my clients in related fields who gave the company rave reviews. So, using the same file I had given her for the other print shop, (A CMYK .TIF file) she submitted it to GotPrint, and when her digital proof came in, she approved it, eagerly waiting her 5, 000 new business cards.

When they came in her brown toned cards were GREEN, not just tinted green, but everything was green. She emailed GotPrint who told her that she approved the design, and they just print what she gave them, so they're sorry she's unhappy but she can get a discount on her next order. She emailed them back a scanned copy of the old cards and the GotPrint cards to show the difference, and was told to contact customer service.

She contacted GotPrint herself at first, and was treated very rudely by the customer service person she got. When she said she was the president of "company X", the guy on the other end said "Good for you", when she asked "excuse me?" he said "That's awesome." She asked for a supervisor and was told that they were all at a training meeting and wouldn't be back for 3 hours. She took his name down and called me.

I was horrified that my client was treated like that and called them back immediately. I talked to a very helpful customer service person who informed me that quality control was on lunch and she would contact me in about half an hour when she got back. An hour later when I still hadn't heard anything I called again, getting a different customer service rep who informed me QC was on another call, and would contact me shortly.

I received a call about half an hour later, and explained the situation. I emphasized that I had had other cards printed successfully, and that the exact same file had been printed elsewhere and came out perfectly. She said that I must have sent an RGB file. I said, no, I hadn't, and as stated before this exact file had been printed elsewhere and came out fine. She said that different printers print things different ways so even though it prints fine elsewhere it doesn't mean it's going to come out the same there. She said that they do gang printing and that's why they're green.

I told her that all that meant was that there was going to be a lot of people with green cards, and she said "Not if they sent their files correctly. You can update your files and we can print them at a discount." I asked her if this meant that my client had to eat the cost on these cards that she can't use, and then pay MORE money for cards that don't have a predictable outcome. I was told "Well we will send you a proof for you to approve" I answered back "But those are in RGB!"

She then tells me that it must be the fault of the file that I sent and comes back to tell me CMYK percentages are all wrong, and that's why they didn't print correctly. She then rattles off my color percentages, saying that was the reason for my green cards, and I again informed her that there was NOTHING wrong with the file, that it was a mistake on their end. She told me to just change the colors of the file, which obviously isn't an option. I was on the phone with that representative for 20 minutes and never got anywhere.

I ended up informing her that since there is no way to get predictable results there is no way that I can use their products for my clients or myself, as I can't afford a crapshoot on if my cards will turn out well or not. I canceled some pending orders that I had, and washed my hands of GotPrint.

I think it's sad that the situation was handled so poorly, as the cards I have gotten in the past came out gorgeous, I just can't take the risk of wasting $100 - $500 on if my products will turn out well.

Edited to add that this was sent to my client with no forwarding message.

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There is a problem in order # GP_498638

Date: 12/05/2007 16:26

Status: ELEVATED

Message:

spoke with kristi X for order number 498638 as soon as i got the call

she was adamant about talking to a supervisor, no supervisors were available

at this time everyone was at a meeting i asked her if i could help her but

she still said no in a rude tone, i kept telling her there isn't any

management i can send her to at this time and if i could be of any

assistance she said no i called George to get some info on a email he had

sent her, in order to get to a final conclusion on this order she had to

respond to the order but she said she doesn't have time nor is she going to

bother with this automated stuff and still wants to speak to a manager and

proceeded to tell me about how shes a company CEO i told her that is great

she got mad thinking i was making fun of her so she changed her tone to an

insulting volume and told me i needed to be getting trained on my CS

thinking i meant it in a sarcastic way than i told her its great she owns a

company i would like to do that!

to one day and she replied at the rate your going your not going to get

anywhere at this point i told her shes out of line and if she wanted to

speak like this with anyone els they would hang up on her and she got upset

and took down my name and i provided her with my last name so she couldn't

have mistaken me for anyone els

VG-12-05-07

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My problem with this is aside from the fact that I trust my client's account explicitly, which severely differs from this one, why would this CS person inform her that all Quality control personnel were in a meeting when in actuality they were not? Why can't a request to speak to a supervisor be handled in a civilized manner?