Recently I was looking for a company that could print some bookmarks for an upcoming event. I did a lot of searching and looking at sites. I finally decided, since they had templates and a user friendly UI, to go with overnightprints.com. I even read their FAQ and this is directly from their site:
"What if I am unsatisfied with the product I received?
Overnight Prints guarantees a No-Risk Satisfaction Guarantee.
Overnight Prints promises you will be happy with your product, or we will gladly reprint your order or refund your money.
Please be aware that due to the nature of four-color printing, we cannot print every color available on a computer monitor. We do not color match; instead, we offer the industry standard in “pleasing color” and will make any reasonable adjustments to help correct submitted files. If Overnight Prints cannot correct the file or reprint to “pleasing color” standards, then we will issue an RMA and refund the purchase price.
If an issue arises with the printing of your product, please contact our Customer Service department within 30 days of receiving your order"
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"What if I am unsatisfied with the product I received?
Overnight Prints guarantees a No-Risk Satisfaction Guarantee.
Overnight Prints promises you will be happy with your product, or we will gladly reprint your order or refund your money.
Please be aware that due to the nature of four-color printing, we cannot print every color available on a computer monitor. We do not color match; instead, we offer the industry standard in “pleasing color” and will make any reasonable adjustments to help correct submitted files. If Overnight Prints cannot correct the file or reprint to “pleasing color” standards, then we will issue an RMA and refund the purchase price.
If an issue arises with the printing of your product, please contact our Customer Service department within 30 days of receiving your order"
Ok, so we are looking good. I liked their prices, their site, and their product selection. I spent a whole afternoon getting my artwork ready. I made several new pictures just for my 2x6 bookmarks. I followed all their guidelines and was very pleased with the online proofs. I submitted my order on 4/22 and it was guaranteed to get here by 5/10 UNLESS I wanted to pay them a "rush" fee.
Now, I have a lot of experience using printers of all kinds and usually the product arrives by leaps and bounds before it is due. Yeah. I waited and waited and waited. Then I got an email that it finally had shipped. It was to be here on 5/9. That much was correct.
I ran home excitedly from work to open my box. Inside a big box were six smaller packages. I ripped open each one in extreme anticipation. The first set was revealed. I inspected them. Immediately I noticed that the backs were not centered as they were in the preview. OK. I can deal with that, it still looks good. I opened the next one. The edges were bent all to hell. My stomach started clinching. I opened the third one. OMg the back was all blurry and blue! How can that be? The same file was uploaded for all six. I nervously flipped it over. ACK!! It was my Athine bookmark--the main character. Son of a biscuit eater. How was I supposed to include this in the book I was mailing??!! THE MAIN FREAKING ONE WAS SCREWED TO HIGH HELL!!
OK. This is nothing that hasn't happened before. I finished looking at them all--each one a complete waste of paper and my time. I got on my computer and clicked on "live chat". I waited for over 15 minutes before someone got on there. When they did, they were not helpful or friendly. They simply told me that the QR codes (one of the many flaws) were not guaranteed to work and that the code has to be 1 inch by 1 inch to print. Funny. Their site just says this:
"Can Overnight Prints print QR Codes or Microsoft Tags?
While QR codes and Microsoft Tags are relatively new to the US market and we have been seeing more of them, we are unable to guarantee that your Microsoft Tag or QR code will work correctly. To optimize your code or tag for print, ensure that the code image is not pixelated and is placed on a white background. We advise that you test the code with the application before file submission. If an error did occur, we can gladly issue a store credit for a new print if you would like to redesign the file. Please let us know if you have any questions or concerns."
OK, so if they knew it needed to be 1 inch by 1 inch, why doesn't the FAQ say that? Why does it only say that if it works before submission that they may reprint it? At any rate, they completely ignored me as a customer and didn't even apologize! I then said OH NO YOU DON'T. I called them. I had to wait for 15 or so minutes for someone to get on the phone. This person didn't seem to have any concern whatsoever! Just demanded pictures. So, I spent an hour gathering the best pictures and scans I could with the help of my husband. I attached several to an email the outlined my displeasure. Here is what I sent them:
"I received my order today and I am not really happy with some of the problems with the order. I have already called your customer service and I was instructed to send pictures. The pictures do not really do the problems justice.
The QR codes do not work. They worked on the preview. I followed your FAQ about them and I know they are not guaranteed to work, BUT your site said if it worked on the preview it should work on the print.
The back of "Athine", which is the same file on all 6 prints, is horribly blurry and some of them even look like they are blue ink. It is like there was no 4 color process on them.
The "glossy ones" all have "bubbles" (I could not get a good picture), but it reminds me of dirt in clear coat paint.
The edges that I paid to have rounded are jagged and the backs of all the bookmarks are "dirty" looking.
When I checked out all 6 of the bookmarks were supposed to be of a "glossy finish", but two of them are not.
I could handle two of them not being glossy, the QR code not working and some jagged edges---but not the dirty and bent corners. Not the awful printing on the back of my Athine bookmark. I cannot even hand these out as free in the condition they are in....these were supposed to be promotional materials.
Also, the bookmarks were just haphazardly thrown into the envelopes that they came in. At least the ones in the bubble wrap were stabilized. I'm not sure if the rounding of the corners caused the problems with the messed up edges or the packages they were put into.
Regardless, none of these bookmarks as is are without major damage/flaws to the edges and backs. They are pretty much worthless in the condition that I received them.
Please let me know what you intend to do about the order.
Thank you."
I waited patiently for a prompt reply. I did not get one. I had to wait until almost 2pm the next day for a reply of which really ticked me off:
"Dear Shannon,
Thank you for your email. In reviewing your order I see that the QR code design is too small. At Overnight Prints, we recognize that these things sometimes happen. To help you resolve your issue, we will gladly issue you a 50% store credit of the product cost. Store credits never expire and can be used with other discounts on future orders.
If you no longer wish to keep the cards, you will need to return the product at your expense for a full store credit of the product cost. Please provide the tracking number for the return right away so we can process your store credit.
Please return to:
2929 Magazine Street Louisville, KY 40211
Please reference this tracker number on your return label.
In order to ensure receipt for your return, please DO NOT mark out the prod-box number, or invoice number. Please do not send correspondence with your return. Please be sure that you document and keep for your records the return tracking number you create with the shipper.
This offer is only good for the next 30 days. I will be awaiting your response.
If you no longer wish to keep the cards, you will need to return the product at your expense for a full store credit of the product cost. Please provide the tracking number for the return right away so we can process your store credit.
Please return to:
2929 Magazine Street Louisville, KY 40211
Please reference this tracker number on your return label.
In order to ensure receipt for your return, please DO NOT mark out the prod-box number, or invoice number. Please do not send correspondence with your return. Please be sure that you document and keep for your records the return tracking number you create with the shipper.
This offer is only good for the next 30 days. I will be awaiting your response.
We appreciate your business and hope you choose Overnight Prints in the future for all your printing needs. Please feel free to contact us if you have any additional questions. Remember to include all previous correspondence and your invoice number when contacting Overnight Prints."
REALLY? REALLY? What is this company's hand up with FREAKING QR CODES. Did you read the words in the email? Did you look at the pictures? UHM. I don't think so.
So, I called them AGAIN. Really? It takes 4 times contacting this company to do anything? I called and had to wait about 4 minutes for someone to get on the phone. The first thing out of their mouth was about the damned QR codes. After the looked at the pictures they were like we can't offer a refund. WHAT? Finally, after about 20 minutes of arguing and the whole "I will call the credit card company and you WILL give me a refund" they finally decided that they would offer me a REPRINT ONLY. Fine whatever. Maybe between the two batches I can get the 150 I ordered. I then asked when I would get my items. MAY 28? Really, you can't speed it up since it was YOUR FAULT?
Oh and never once was an "I'm sorry" uttered. I did get this though:
"Dear Shannon McRoberts,
We regret to inform you that there has been an error while printing your order 92894679. We apologize for any inconvenience this has caused. Your order has been re-queued for printing due to Paper Damage,Poor Rounded Corners. Once reprinted, your order will be shipped via . Our goal is to deliver high quality products quickly; unfortunately, from time to time, we run into technical difficulties that delay this process. We can assure you that the issue is under control. Thank you for your patience while we resolve the situation.
Expected Delivery Date: Thursday, May 30th 2013."
We regret to inform you that there has been an error while printing your order 92894679. We apologize for any inconvenience this has caused. Your order has been re-queued for printing due to Paper Damage,Poor Rounded Corners. Once reprinted, your order will be shipped via . Our goal is to deliver high quality products quickly; unfortunately, from time to time, we run into technical difficulties that delay this process. We can assure you that the issue is under control. Thank you for your patience while we resolve the situation.
Expected Delivery Date: Thursday, May 30th 2013."
Can somebody say FORM LETTER?
I would NEVER order from this company again. EVER.
Here are just a few of the pictures I took and forwarded to them......
Here are just a few of the pictures I took and forwarded to them......
