HotDogFPV review for CustomCat: Print on Demand

Oct. 16, 2018

We installed this app twice. The first time we uninstalled it because we could not justify the monthly subscription fee - our sales on the items we sold through Custom Cat just weren't there. When they offered the "lite" program that does not have a monthly subscription, we decided to reinstall the app, something I deeply regret. 1) The quality of their print/embroidery is absolutely unacceptable. They may be the company that makes/ships the product, but it's our brand, our website, and our reputation. Our customers sent us pictures of some of the embroidered hats and were stunned. There is no amount of apologizing that one can do when the quality is that bad. I wish I could attach a photo to this review. There were threaded completely outside of the design - thread colors in places that they absolutely did not belong. To their credit, they did reship - but I have zero confidence that the reshipped item has any better quality, based on our customer reviews of their products. 2) You cannot cancel an order. sure, their system says that you can, but that's an illusion - it's just so that they have some sort of policy that seems reasonable, but it's all fluff. We canceled an order on our end before it was processed into the customcat system. 3 hours after the order was canceled they processed the order and charged us for it... and still shipped it to the customer, even though it was canceled. We reached out to the customer to apologize about the quality of the item they were about to receive. It's that bad. 3) Customer Service/Canceling Orders Their customer service team has mastered the art of telling you that whatever problem might exist with an order is your fault. For example, I canceled a customer order a 1130 eastern, the processed said order at 0230 the next morning. When I reached out to them - they told me (copied from their email response). "If the order was cancelled before our system processed, then the order would have not went through. If the order was still open, then on our end, we would have picked up that entire order at the batch time." I have records of the time that the order was canceled and the time that CustomCat processed the order. I have proof from their system that shows that they processed the order after it was canceled... but my fault. 4) Customer Service - so, when you open a "ticket" for customer service you will receive an email. This email will tell you that a ticket has been opened and refer you to a website: https://helpdesk.mylocker.net/portal/home But as a shopify store owner, you will not have access to this website. No login or password to view your ticket. When you send an email to [email protected] as instructed by your ticket email, you will receive another email that says another ticket has been opened -- but you still can't access it. Eventually, someone will send you an email to tell you that you don't need it as a shopify owner because customcat is built into your shopify store. But there is no where to access the tickets. In short -- poor quality, poor customer service, and overall poor customer satisfaction for both me and my customers.