Zoo Printing
Reviews and Complaints

Agree completely, hard to understand how or why they are still operating. They are a week late with a next day order. It shipped out of IL, and odd, they don't even have a location there. 27 minute wait times to contact anybody, don't have time for that. Left voicemail for call back, they never did. Submitted ticket per instructions on website, no response.

CONTACT IMMEDIATELY! Our Customer Support Manager Shanon Smith Directly at ssmith@zooprinting.com Or call direct [protected] ext:111

WE ARE EXPERIENCING LONGER THAN NORMAL RESPONSE TIMES AND APOLOGIZE FOR ANY DELAYS.

I agree completely. Zoo Printing's customer service is horrible. Prices are great, but the do not care about their customers. Refund policies are ridiculous as well. Apparently the owner makes so much money, he can tell his customers to take a hike. I would like to find someone who will do this thing right.

We now get all Next Day Local Delivery orders in your hands one day sooner. Next Day Will Call orders will now be ready by 10:00 a.m. instead of by 4:00 p.m. That's right, Local Deliveries 24 hours faster and best of all it's still free. Beginning May 27, 2011 our new policy is:

1.) No Proof Run As Is:

Files must be uploaded before 9:00 a.m. PST for Blue Zone or 9:00 a.m. EST for Red Zone. Delivery orders will be sent out the following business day and Will Call orders will be available for pick up after 10 a.m. local time.

Example: Files uploaded before 9:00 a.m. Monday morning for Local Delivery will be there on Tuesday between 8:00 a.m. and 4:00 p.m. Will Call items will be available for pick up Tuesday after 10:00 a.m.

2.) Next Day Order With Online PDF Proof:

Files must be uploaded before 9:00 a.m. PST for Blue Zone or 9:00 a.m. EST for Red Zone. Online proofs must be approved before 10:00 a.m. PST for Blue Zone or 10:00 a.m. EST for Red Zone.

Example: Files uploaded before 9:00 a.m. Monday morning for Will Call and approved by 10:00 a.m. will be waiting for you in our Will Call area by 10:00 a.m. Tuesday.

If you have any questions please visit www.zooprinting.com or give us a call and one of our helpful customer service representatives will be happy to assist you.

We've been using their service for more then an year, and we did not have problems with them until recently, but it seems like they have grown and could not handle the load anymore. And the same is true for their customer service.
I have placed the order for business card, and I paid extra choosing the option to have them processed the next day. I also ordered the 2 days shipping as I needed to have them in 5 business days.
I assume that the giving one extra day will be enough. However, when I checked the order status in 3 days I saw, that my order is still not shipped. I called to zoo printing, and spoken with the customer service representative, who assured me, that the order had been shipped the previous day, and that it is just the web site has not been updated.
Of cause he had lied. The order has been shipped in the evening of the day, when I had called.
And as a result, we did not get them on time. Even more, we did not get them at all as the UPS left them somewhere on the porch two days latter then we had expected them, and taking in the account, that we had to leave for a few days we did not get them at all.
When I called to Zoo Printing next week about this case, I didn't get even apology, not talking about some credit or compensation. All I get was
"This is new service for us, and we do not guarantee the time, and that you didn't get them this is your problem"
I could not say, that the customer service representative was rude, he wasn't but he was like a machine repeating the same thing - "we do not guarantee anything"
Of cause they didn't put me through to a manager, recommending to write a ticket, which was impossible in those few days i had been communicating with them - if you try to write the ticket you just been redirected to the login screen.
When I mentioned this to a representative I've been spoken with he answered, that he doesn't know anything about the problem and everybody just sending the requests successfully.
I didn't find out from him, who are those "everybody"

ALL THIS COMPLAINTS, PEOPLE TALKING ABOUT 4 OVER, THEY DONT RETURN YOUR CALLS, ANYWAYS PEOPLE SHOULD PRINT WHERE THEY WANT, ITS THE STUPID PEOPLE WHO THINK THEY KNOW HOW TO SET UP FILES, SOME POEPLE ARE GOOD AND SOME SUCK FOR THOSE WHO WANT A QUICK TURNAROND TIME PLACE YOUR ORDER AND FILE TO ZOO SPECS AND YOU WILL GET YOUR TURNAROUND TIME, SEND A FILE 72 DPI AND GET MAD CAUSE THE QUALITY ISNT THERE, AY STUPID WHAT YOU SEND IS WHAT YOU GET. OVERALL DONT EXPECT A COMPANIE TO MAKE THE DESIGN AND PRINT IT FOR FREE, THINK IDIOTS. YOU IN THE PRINTING INDUSTRY AND WHAT TO GET FREE PUBLICITY, I BET THOSE IDIOTS WHO PLACE THEIR ADDS IN HERE PBOBABLY PRINT AT ZOO, OVER ALL YOU NEED TO COME IN THE SHOP TO SEEE FOR YOUR SELF, WE HAVE WHAT IT TAKES TO PRINT THE BEST.

I agree! I have had only great experiences with Zoo Printing!
The staff at Zoo Printing are really knowledgeable and they take care of their customers. If you have a time-sensitive project, you can count on them to get your jobs out on time.

Hi Jeff Galpin,

I'm sorry to hear that you were dissatisfied with our customer service. If you supply me with an order number, I will gladly look into it and resolve the situation, as well as take a note of the problem so we can prevent these issues in the future. Thank you.

Just read the negatives on turn time above Not sure which company your using, but it does not sound right. I mainly order postcards and 8 page catalogs. The catalogs take about 4-5 days, due to bindery. But my postcards are normally shipped in about 2 days. I don't think I ever had to wait 3 days for shipping. Now the 2-3 days is from art approval, not placing the order. Good luck finding a faster turn time in the industry.

to user, I HATE ZOO PRINTING. You just set up an account, placed your first order, and they told you 5-6 days, instead of 2-3 days, and your now calling your credit card fraud department? I am confused on your post. They don't give out manual ship dates, etc. The entire website is automated. Every order I place (with no bindery) gets an estimated ship date in 3 days. So I have no idea where you saw 5-6 days, or where you got these weird extra charges for 2-3 days.

Been using Zoo Printing since 2002, with limited issues. I have probably printed 70+ orders, and only 2 had issues. They issued me a credit on both orders. No clue on customer service, since I never call. I order online, and the order ships in usually 2-3 days. Not sure what I would call them about. My only issue with them is the gang run. If you want 1500 postcards, forget about it. Its either 1000 or 2500. But the quality is top notch, and the online UI is easy to use.

Robin

I just signed up for a Zoo printing account and made my first order this morning. I am typing this as I am on the phone with my bank with my fraud department. Do not, I repeat, DO NOT EVER use this printer. Their terms are unclear on their website. Their
2-3 days turnaround is misleading. Once you place an order, they''ll tell you that it actually takes 5-6 days and you can get it in 2-3 days if you pay an additional fee of $5 per product + 354 extra in shipping. Oh- and Ill have to cancel the order and they'll charge my CC again because this they'll have to start from 'scratch". Say WHAT?

At this point, I am PAYING the printer to do work for my client. They are deplorable. I asked to speak with the manager and the rep told me, "If they manager 'feels' like calling you he will."

My name is Whitney Hill and I work for a trade printer in Phoenix called D&L press. I have heard all of the complaints about Zoo printing that everyone is talking about. In fact, a lot of our customers come to us because of the horrible experience they have had with Zoo printing and 4over.

D&L Press is a trade printer that is 3rd generation family-owned. With us you get the low prices of a trade printer but the customer service of a local printer. You will never talk to a machine when you call and someone is actually always there to talk to and answer any questions you have.

D&L is strictly trade and we only sell to people with their resellers license.

I strongly encourage anyone who is looking for a trade printer but still wants great customer service and quality to check out D&L.

You can visit us at, www.dandlpress.com.

Anyone that is interested in learning more can call me at [protected]

Thank You

I've used Zoo for abougt 20 jobs over the past few years. What I find interesting is certain price/quantity combinations are much better deals than others -- a few amazing deals. Another note, they use stocastic screening (which I normally like), but they use a rather coarse stocastic screen compared to my "normal" commercial printers (the difference being, with a careful eye, you can see the dots at Zoo, but not even close at my "normal" printers.

As far as customer service, yes, I have the feeling they want to avoid human interaction at all costs, so everything is automated. So yes, it can be a little scary sending a job there, as opposed to your "normal" printer, who you can actually discuss deadlines and other job details. Also, if you read the fine print, they say there turnaround times are only estimates, even though everywhere else on the site, they make it sound like their turnarounds are firm. But hey, you get what you pay for, and for many jobs, Zoo is much cheaper than "normal" printers. Just realize, you are sacrificing a the benefits of a personal relationship with a print vendor, and also may not get much of any customer service if there a problem with the job.

And I haven't tried many other web printers like Zoo, but it is a drag that your credit card is charged the moment you place your order, before you even submit art. With such bad customer service, one has to wonder how hard it is to get a credit if the job gets screwed up (I have the feeling, if you're unfortunate enough to have a job print incorrectly, then you'll have a really hard time getting any compensation).

But bottom line for me is, they've never screwed up any of my jobs, and they've always completed them on time. I'm still always a bit nervous when I use them, so I'd hardly call this a hearty recommendation. In fact, even though I continue to use Zoo printing, I have a slight feeling the very positive reviews for them are fake -- I use them for some jobs, but definitely think there are downsides to this company. But I can't knock 'em too hard, they've saved me and my customers a lot of money on printing.

Zoo printing sucks donkey balls. They are the worst for customer service. 4over kicks their ### on quality and service. You just need to know how and who to talk to at 4over to get your problems taken care of. I do roughly $5000 per month with 4over. I know how to greese the squeaky wheels and always get what I want when I want from them. Maybe you just don't know how to deal with these sand rats.

THANK YOU for writing this! I was looking for a new wholesale full color process dealer and had received several direct mailers from Zoo. So I was about to try them. After reading this, I realize that I can deal with the small issues I have with my current dealer who I have already built a relationship with. Alliant Printing (Florida) may be a smaller outfit than some of these others, but I can always call and ask for a person by name and get them. And they always answer emails quickly (less than 24 hours). They have always worked to correct any problems we have encountered. The product is good and fast. I want what we all want - guaranteed NO problems ever. But short of that, I'm going to stick with someone I can talk to. I feel like these comments saved me. Thank you again. P.S. BTW, I can totally believe all Rowan's comments because he described exactly how it feels to be in those shoes!
JB

I have been with Zoo printing for a couple years. I also use several other trade printers, they all have their flaws, Zoo's biggest problem is communication, they are not good with emails. They did start to do well with their online customer service but now that never has anyone online. The quality is excellent in the many many jobs I have sent them only 1 had any problem, and that was a computer glitch, they reprinted it for me. I do recommend them as their quality, pricing and speed are excellent. I use 4 over mostly for things that Zoo doesn't do, or I use GotPrint for custom jobs as they price that type of work lower, but they are slow and have some bad customer service too, I have had to use their manager to go over their head and get things done. What ever you luck is still a part of using trade printers, you just don't have the control you have over your own production.
Jeff

I am here doing research because of all things I want away from 4over. I find it hard to believe this person sited them as where to go. I can tell you from experience, they are a nightmare. I have a small printing company in Arizona and try to keep as much in house as I can but u/v I do not have so I send it all out. I was one of 4over's 1st customersand for a really long time I was incredibly pleased with them and actually turned on about 10 different printing companies in arizona to use them as I was. At any rate, Zoo has been hitting me pretty hard to come there so I am checking things out this time before I give someone my money, my customer info with trust it stays "mine" and my referrals.

I'm sorry to hear of everyone's problems. If I can ever help you please give me a call. I will supply you with quality printing, great pricing, and exceptional service.

office [protected]
cell [protected]

www.fullcolorresources.com

I used PrintingZoo once or twice with acceptable results but then when I had the "big project" come up they got me good. I ended up losing my client over this debacle. I had planned the order well in advance and gave them plenty of time to deliver in a timely fashion. 4-5 business days lead on production for a flat piece that didn't' require any finishing. They told me it would be done 2-3 business days. The order eventually came but well after the time I had given my clients. I had to eat the job and lost a client in the process.

I have been using a company out of Florida called Colorprintusa.com and they have delivered so far. (Crosses fingers). The product is good and their turnaround times are always pretty accurate.

Sorry to hear about everyone else's issues.

Hello,
I've had similar problem last week, they promised 2-3 days turnaround on my business cards, but I received my order 12 days later. Terrible customer service. I will never, never use Zoo Printing again. Zoo Printing is the wort print shop I've ever used in my 20 plus years in printing industry.

Mike Sayegh

I have to agree with Sandra. Zoo Printing is a pretty reliable company.
They do good work and their staff is wonderful. My 2 favorites are Aaron and Mark.

their service sucks, simple as that

I have to say that I don't agree with this review of Zoo Printing. I have had the opposite experience with them. I actually did several print jobs with them over the past 2 years and I find them to be very reliable and courteous. Their quality and their pricing is also great.

I used Zoo a couple of time and have had nothing but bad luck with getting my printing in the time that I needed (Was promised). I've been using TampaPrinter.com lately and they have been great. My artwork always looks good and they always get it to me in the time I need it.

9/7/07

Placed 7 orders for business cards.

Their site promises 1-2 day turn around. Business Card Orders have taken up to 15 days.

1. They do not return e-mail inquiries or inquiries sent via their web site

2. They have extremely unprofessional/condescending customer service representatives

I called in and spoke with Ronnie who was not able to help me determine the status of my order, so he transferred me to someone's voice mail.

I called in again and spoke with Aaron who, in the middle of our conversation (2 minutes in) told me to hold so that he didn't miss another caller - WOW! He finally helped me with the issue after another 15 minuted on the line. They never received the files I sent.

I told him that I sent the files and got a confirmation e-mail. I asked why no one had contacted me in 4 days to let me know the delay - so that I could manage issues in the future. He has no answer and I ask to speak to a manager to help me learn the process.

He transfers me to Carlos the Customer Service Manager to leave a message on voice mail. I have decided never to use them, so I don't leave a message.

Carlos CALLS ME BACK on his own and off the bat, tells me that I am a sub-standard customer of theirs and the orders I placed were not of a high enough financial value, and to stop using their services! QUOTE from Carlos: "You're ordering $15.00 business cards and want to call and complain?" "We're a multi-million dollar company and we don't need your business".

I will never use Zoo Printing again. To this day 11/12/07 they have not delivered all of the orders and will not respond or issue a refund.

What do expect for $15? $15 will cover about 15 minutes of what these people get paid an hour not to even mention the paper and printing. I have been using zooprinting for 8 plus years. In general I have been very satisfied with your service. 99% of the time i never have to speak to anyone and everything goes excellent. Recently though they have had some issues with turnaround and issues with their site but not enough to make look for another vendor.

I noticed on this thread that the posts start at 2008 and as the years go by the complaints continue to go down and the compliments continue to rise. Zoo Printing must be either getting better at what they do or they have new management running the show.

Does anyone know if Zoo has the ability to print a union label (bug) on buttons? I do not care which location does the printing. Thanks

I have never seen a company with such horrible customer service. Almost impossible to get anyone to call back. No way I'll renew my contract.
My advice, don't waste your time or money doing business with them!

I would like to know who else you guys have used for trade to print printers.

I order approx. $1, 000 a month in printing with Zoo, not the highest caliber customer of theirs, but I will say their customer service has been very helpful every time I call, and have promptly corrected any print issues that I have had. Print shops will make errors, it's the nature of the biz. The thing that I rate Zoo on is how fast they have corrected any errors (which have only been like 2-3 in my years as a customer) in order for me to satisfy my clients, and offering discount vouchers on future orders.

I'm a regular customer of Zoo Printing and have moved nearly all of my business to them. We move more than 100K pieces of printed material each month and I have never had and issue go unresolved. Their customer service reps are top notch and always get back to me within a few hours. I have saved thousands of dollars this year because of their superior service.
The complaints about business cards are from people who have no business using a trade printer. They open false accounts, which eventually get caught by the managers at Zoo. I was recently told by a locally owned tree services that he buys his postcards and business cards directly from Zoo. This is an example of people who have NO BUSINESS USING A TRADE PRINTER. It ties up Zoo's resources and causes delays in my turnaround time. Do yourself a favor. If you're only looking to order business cards, take your business to Vistaprint or PIP so you don't tie up my direct mail business!

You can contact 48hourprint.com - they were nice and they do excellent work. They sent me a sample packet that was wonderful! The closest to LA area is Arizona. I know it sounds far but you can get a break on the shipping and they work with you on all that.
You get e-mail alerts and sales and communication. Just someone else to check out.

Ok...we are a printing company that uses ZOO on occasion and so far we have had no complaints. The product is good enough to call it our own and the price affords some profit while still giving our customer a bargain. Being in print many years I can tell you that some orders are difficult especially coming from customers who understand what they want, but not how it's done. We are a relationship based company, and we like to ask a lot of questions. ZOO is fast and furious. Now..what disturbed me the MOST were the comments regarding Carlos the Customer Service Manager. That is unacceptable at any level. If the Manager is acting out with disregard the employees will follow. If you want to change the result they may need to change the manager. They have a good concept, provide a good service with a great product, but without customer service all of that could go away. In this economy we are all looking for the bargain, but we don't have to put up with bad service to get it. Your competitor will capitalize on your company's weakness with service and win. Carlos and his team need to be trained properly, given a chance, monitored and weeded out. ZOO cannot afford him, and they cannot overlook complaints like I have just read! This should be Carlos's review!

Zoo Printing is a wholesale printing company, which gracefully accepts accounts WITHOUT CUSTOMER AUTHENTICATION. The result for us that we pay sales tax up front, at our discretion. Their quality of service, products, and expanding options are superb. As a small screen print company, Zoo offers many products that fulfill our customers need.