“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 .”
“Our first print run was a great, easy process and the product was excellent. Our next order however was faulty - the black ink was grey which looks awful when you're putting the labels on black items (plus I ordered/proofed black!). We returned the labels, as instructed, and have since had to raise multiple support tickets as we still haven't received replacements. A month ago we were told that the material was delayed, then, we were told two weeks ago that the replacement print would be completed "today" - As I write this, we're still not in receipt of the replacements. The support ticket option has been removed from the client area. To contact them now, you have to have placed an order, but despite us placing multiple orders, we're unable to contact them - there is no option in "messages"! The phone line is constantly "busy" - it never rings. Due to being unable to contact them for a resolution (Sorry Stickythings, but I have tried every way), we have been forced to file a chargeback with our credit card provider just to get our money back and order somewhere else. I'm gutted because after our first order, I was impressed and was happy to finally find a supplier we could use regularly but now feel out of options. After reading other reviews I suspect Stickythings will respond to tell me it's my fault but I genuinely don't know what to do. Would love to have gotten this resolved but there simply is no way of contacting them!”
“This was the first time we have used this company and were a little worried as we were unsure how things work. They did take a little longer than a lot of similar companies BUT we were overwhelmed with the product and were definitely worth the little extra time. The clear vinyl sticker is so professional and look very smart on our box set. Will definitely use again!”
“I ordered my labels a bit later than I'd planned, and I asked the team at Sticky Things if they could send the goods out a bit early. They reponded to my email in the evening, with clear answers, and managed to get my job made at the weekend to send out on Monday! Saved my life! Customer was very happy as I managed to deliver their order on time, so massive thank you to Sticky Things Team!!!! Thanks for going above and beyond to get my order made!”
“Unfortunately this used to me by go-to printers. I appreciate they’re very busy and have a small team, but the inability to grow as a company sadly means losing customers. I waited over 1 month for an order and have had to take my custom elsewhere”
“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
“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!!”
“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.”
“Not suitable for someone who doesn't know what they are doing. I paid for logo design with fiver , had to pay again because sticky things said they needed resizing, then I paid for something to do with white set up but was told my designs weren't set up for it and again I went back to fiver who didn't know what I was on about. I wasn't refunded this but I was told I could pay another £60 to have it set up. Never had this trouble when I bought labels on eBay. Advise not to use because our of all the 100 labels I have for my bottles they are all USELESS as they are too transparent. Stick to eBay”
“The stickers are perfect!
The ordering process was so easy with the amount of customisation I could do. The fact that I could design them on the website as well is an added bonus!
Definitely recommend highly! :)”
“I would have loved to have been able to give you a 5* review, and based on my first few orders I would have done so. Unfortunately, service and lead times have gone down and down, and the passive-aggressive communication with customers and ex-customers is just too much and I've had to move elsewhere for my labels. It's a shame because you used to be lovely to deal with.”
Let get some perspective on this review:
Brad says that he would have left 5* reviews previously for all previous orders. But he didn’t ever bother.
He then says he dislikes the passive aggressive communication with other ex clients. Communication where he doesn’t know the full story. These ex clients can and often are very rude, we have little time for them. If honesty whilst being polite is considered passive aggressive nowadays, we’re fine with it.
When Brad ordered, we had plastered all over the website regarding longer lead-times due to being extremely busy. Of course, this must have gone unnoticed because we didn’t hit Brads usual expectations of us. We should be carrying on with his order regardless of everyone else’s.
Time and time again, we mention delays can happen, the print industry is not 100% effective and issues do occur… artwork issues, busy periods, staff sickness, courier issues etc etc.
