“Great service and custom label portal. Decent turn around too.
Just placed another order for 3 more designs.
Not sure if I couldn't see how to do it or the option wasn't available but I had to cancel the design to go back to the order form to change the label dimensions a few times, being able to change overall dimensions in the design portal would be handy.”
Thanks for the feedback Shane. We're working on a Sticker type app with that functionality you're after. Hopefully when we get a bit more time we'll be able to get it up and running. Time is something we could do more with atm!
Thanks for the orders btw!
“Arrived 13 working days after order. And the only update on the order was one which we had to chase.
Yes they have order "updates" added on your order, but it would appear that the print queue seems to be the only update, which of course means they likely can't cope with the orders they get and thus need more printers. But like many of the reviews on here, their Trustpilot and on their Google reviews you'll notice their replies are often contentious and ignorant to the fact that this business can't cope with the orders they receive. Why is this? Well, their prices are excellent and this clearly attracts a lot of orders and but sadly they cannot cope with the volume. Reputation is key to the success for any business, as is repeat business. This is the 3rd order we've placed where the waiting time and lack of communication has been dreadful, so we won't be using this company again.”
How about this...
It all goes wrong when people are dishonest on reviews and try to blame a company that are doing their utmost to get orders out on-time. Also, calling them 'Contentious and Ignorant", despite the fact that they have done EXACTLY as stated.
You placed your order on Thursday 27th October at 6PM. We didn't receive that until the Friday morning.
The 28th Sept - 12th Oct is 10 working days, not 13 as you mentioned.
At the time of your order, clearly on our delivery info page, we stated the following:
"Please be advised that when demand is high, expected turnaround times are approximately 7-10 business days. During periods of lower demand, the turnaround is typically 2-3 business days. Kindly note that these are estimated durations. Orders of significant volume or complexity may experience delays during peak times."
At that time, we clearly showed in the green bar on that page that we were at maximum capacity.
Let's get things correct before we start trying to blame others shall we?
Now, what is your solution:
1. Should we employ more staff and put our prices up to accommodate that, will all the other clients happy with our service and prices pay more to cover those expenses?
2. Should I come in even more on my weekends to produce the work and miss time with my family, to be met with more dishonest reviews when I get in on Monday morning?
3. Should we limit our product offering so we can provide a faster service?
4. Should we reduce our quality so the presses print faster?
None of these are acceptable in our opinion to the vast amount of clients who understand that small businesses have limitations.
If you require your order faster, you're welcome to shop around and pay more for a quicker turnaround with potentially less quality. We're not going to sacrifice on our quality of product or increase prices just to get the orders out a few days earlier. Thats not where we want to be in the market. We strive for best quality at affordable prices and most of our clients appreciate that during these rough economic times.
“The labels are, as always brilliant, but a month wait is rather unacceptable. I asked to cancel my order and then astoundingly got an email saying my order was about to be delivered.
Since they have no option to speak to anyone and have to wait for a response, customer service is definitely a negative issue.
Not sure if I will be ordering from them again.”
Hi Lou,
We appreciate your feedback. Your recent order experienced an unusual delay due to an unexpected issue with one of our cutting machines. Currently, we are facing challenges in maintaining our usual turnaround times because of a surge in order volume. However, the primary reason for the delay was the cutting machine's inoperability, which resulted from a hard drive failure. Rectifying this problem required reinstalling Windows and licensed software, consuming a significant portion of our working day.
We are actively working on reducing these turnaround times in the near future, particularly now that the machine has been fixed. We hope this explanation clarifies the situation and why your order was delayed beyond our advertised timeframe.
Kind Regards,
Matt
“Excellent continuous feedback and communication provided peace of mind on the progress of order. Prints are high quality and I'm very satisfied with the quality.”
“Quality is good in the labels but customer service is poor and it taken me 4 weeks to get my order. One of my other orders had to be cancelled due to bleed but no email or notification was sent and the update comment was still reading “waiting for proofing” until i continuously pushed with various emails to get a straight answer.
Can’t fault the quality but the rest is enough to stop me using them”
“Labels arrived promptly on time and are good. Whilst we were told about the delivery date this seemed to be longer than usual, perhaps you're very busy and we'll remember to order earlier in future. Thank you.”
“These labels are PERFECT! I am very happy with the quality of the print and the vinyl. Even with their high volume of orders during this time, I got my stickers within a few weeks and appreciated the information posted on their website about processing and shipping times. I will definitely be ordering again!!”
“Painfully slow service ,its taken a month and still not delivered . It’s great they have a no minimum but the wait times for labels are beyond silly .”
“Excellent quality and prices, however delivery times ought to be as advertised as I had to wait 3 times longer than the website advised when busy, which I think should have been advertised when ordering, and not discouraged from contacting the business for an eta. Understandably difficult for small businesses at capacity but this shouldn’t be passed onto the customer.”
“I am delighted with my labels. Admittedly they did take a little while but there is enough information on their website to advise that their turnaround isn't as fast as usual due to staff shortages etc... Let's face it we've all been there! so I didn't push for a delivery time and waited patiently. I have to say that I am extremely happy with them. Some of them were heart-shaped - not the easiest - but they are perfect!
Thank you for labels that look fabulous on my products. I will be re-ordering when they run out :-)”
“Stickers arrived over 3 weeks after their due date and are now redundant. Tried to contact seller via social media, website and PayPal but no response.”
“Stickers arrived much later than order process suggested, customer service was shockingly rude, patronising and passive-aggressive! Almost the point of being entertaining. Almost. Never known a business to be run this way in all my years, it's like they are deliberately trying to bring down the company from the inside!!”
After explaining to Alice that we are doing our best to get orders out as quickly as possible and that we do not promise specific delivery dates, we received this message after politely letting her know:
"Clearly you are not managing and are in serious denial regarding both that and your attitude problem. Good luck raising a considerate child."
She knowingly said this to Vicky, a mother working from home during the school holidays with a 4 month old baby and a 5 yr old.
You can only imagine our response. It wasn't polite in the slightest, hence her review.
Matt
“I understand the company is busy, but the order took 3-4 weeks to arrive. Will order in advance next time but not ideal if you need the stickers ASAP.”
