“Great, until they're not. On the checkout for Digital Printing there is an option to pay more for a swifter delivery and you can then select a day for delivery. There is no asterix or mention of any kind that this isn't a guaranteed date, yet they are happy to charge you and lead you to believe it's a guaranteed date.
It's important to note that I had placed the order only because this option was available - I needed the printing for a specific event. The printing was branded for the event and therefore completely useless after the event. I spoke with customer service to explain the situation and ask for a refund of the full order as a matter of principle (it wasn't a huge amount of money), but they were disinterested. I asked for the case to be escalated and I received a phone call from someone else who was also disinterested in my request for a refund on the order. They offered to refund the additional money we had paid for the swift delivery, but I refused that. I explained how misleading the checkout is and for that alone, for their reputation's sake, they should refund my order and add an asterisk to the checkout so that no one else is misled in the future. They refused.
I then got a condescending email that included the following sentence: This, coupled with the information provided on our site (shown in previous emails) and your various order confirmations and tracking over the years leads me to believe that you are indeed aware of this.
I think it's fair to say that the vast majority of people use various checkouts on various websites quite frequently and don't actually think back to previous orders. Instead, they rely on an honest checkout system and follow what's in front of them.
I'm really shocked that the company chose not to refund the order, I had previously found the customer service to be excellent. But there you go: 'great, until they're not'.”
Hi Gavin
Thanks for your review. I do understand your frustrations and I am aware of the communications on this matter.
We do state on our delivery pages that dates are always estimated and on the invoice which you receive when you place the order does state this too. On all communications with customers we put estimated delivery.
The couriers do not offer a guaranteed delivery service as factors can affect transport so we do have to state always estimated.
On each product page before clicking the instant quote/buy now button it gives the despatch date with an asterisk.
I am sorry but we cannot refund a full order that has been provided as stated.
However we do always wish to help when we can.
Many Thanks
Luke
DigitalPrinting
