Very disappointing experience
I ordered an A5 booklet on 04/03 for an event scheduled on Saturday 14/03. The delivery was planned for Wednesday 11/03, which should have been more than enough time.
However, at 01:30 AM on Wednesday, I received an email saying they had “encountered an issue and certain jobs had missed the courier cut-off time.”
I contacted customer service and was told that the booklets had not yet gone into production, but that my order would be dispatched the next working day.
The following night, again at 01:30 AM, I received another “order delayed” email with exactly the same explanation.
I contacted customer service again and spoke with Becky, who reassured me that the order would leave that day for delivery on Friday 13th March. I explained clearly that I absolutely needed the booklets by Friday at the latest, as they were required for an event on Saturday and would be useless if they arrived later.
Unfortunately, the same situation happened again. At 01:30 AM the next day, I received yet another delay email.
At this point, I contacted customer service again and asked Theresa to cancel my order. Initially, she said it could not be cancelled because it had started printing and was already in the cutting stage. However, this contradicted the information I had received the day before. After I shared the previous conversation, they eventually cancelled the order and issued a refund.
Overall, this experience was extremely frustrating. The communication was inconsistent, the order status kept changing, and there was no transparency about what was actually happening with the production.
This was my first time ordering with instantprint and unfortunately, after this experience, I will not be using this company again.
instantprint からの回答
Hi there,
Thank you for taking the time to share your feedback. We're really sorry to hear that your experience did not meet expectations, particularly when you were working to an important deadline.
This is certainly not the level of service we aim to provide, and we understand how frustrating situations like this can be. We truly appreciate you bringing this to our attention as feedback like yours helps us review and improve our processes.
We have reached out to you directly via email to discuss this further and hope to have the opportunity to speak with you soon. We look forward to hearing back from you.
Kind Regards,
William
