No delivery, Lost money, No response
I am writing to formally escalate a complaint regarding Order 45216638, placed on March 9, as my repeated attempts to resolve this through the PrinterPix customer service team have been completely ignored.
I am choosing this platform because despite raising half a dozen or more requests, the customer service team has shown no acknowledgment, no follow-up, and no resolution whatsoever.
Summary of Events:
On March 9, I placed Order 45216638 late in the evening.
Within five minutes, I realised the order was raised in error and immediately requested cancellation.
I received an initial response assuring me that the production team had been informed and that the order would be cancelled since it had not yet entered production.
After this assurance, no communication occurred for two full days.
I was then unexpectedly informed that the order had been dispatched, despite the near-immediate cancellation request.
Address Update Ignored:
As I was not confident that my cancellation request would be actioned in time, I also updated the delivery address within minutes of placing the order, so that if cancellation failed, the product would at least reach the correct address. This update was confirmed successfully by your system.
Despite this confirmation:
- EVRI tracking showed delivery attempts were still being made to the incorrect original address.
- Multiple follow-up requests were raised with both PrinterPix and EVRI, again with no response or corrective action.
Serious Concern:
The item in question is a personalised mug featuring my wife and my 3-year-old child.
The complete disregard for:
- an immediate cancellation request,
- a confirmed address update, and
- repeated customer communications
is extremely concerning and unacceptable.
Required Resolution:
At this stage, I expect one of the following without any further delay:
1. Redelivery of the order to the correct, updated address,
OR
2. A full refund issued immediately.
Final Note:
I would also like to state, politely but transparently, that I am extremely disappointed to have reached this point.
I work for Experian, and I have access to platforms and professional networks that can easily give this issue visibility across a much wider UK audience.
Yours is a highly competitive industry with several strong players. To stand out, organisations must respect their customers, respond to their concerns, and take accountability when mistakes occur, not ignore repeated requests.
I could very easily initiate broader action by encouraging negative reviews across Trustpilot and other public platforms, both personal and through family, friends, and wider networks. However, I am choosing not to do so at this stage because I would like to give your leadership team the opportunity to respond, defend your brand, and take corrective measures.
I sincerely hope this matter can be resolved swiftly and professionally.
