CustomCat: Print on Demand

March 5, 2019

We have many customers who receive items that we do not even offer from CustomCat. Many customers do not receive the items at all. Many customers report that the print washes off after one wash. Don't even try to reach out to customer support, it's pointless. After selling 3000 shirts through CustomCat, this will be our last year using their service. UPDATE: When we requested refunds for the countless amount of misprints/unshipped orders, this was Custom cat's response: First of all, I actually do get to make that decision. This is our policy. We have a 100% replacement policy. We made an exception to this for the holiday season for unique orders. Second of all, I hope you understand that this is a partnership here. We expect you to give respect to us just like we give respect to you. This is a professional, mutually beneficial business relationship. Thirdly, to reiterate, I HAVE refunded you for this order. Starting next week though, we are back to the normal replacement only protocol. You also, normally, need to provide us with a picture of the defective garment. If you do not understand this policy, I would have you STRONGLY reconsider working with us, because if you dispute charges because you want to and you disregard our policy on refunds, we have the right to close your store down. Brett

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.

March 4, 2019

We started using this app for their wide selection, but after literally every single order having issues (I never knew how many new issues could be present with each order), we have pulled all but a small handful of their items from our store. The items we have left do not seem to have as many issues as others. Overall, you're wasting time, stress, and money over an inferior product. Just use Printful, they have not messed up a single order. EDIT BASED OFF OF RESPONSE: It was not fair of me to say that every order was wrong. I will note though, not every order with an issue was reported. However, what we quickly learned about CustomCat, was when a customer ordered an item from this vendor, we were crossing our fingers that their order would not have issues. On the flip side, Printful has a 100% success rate. We have not returned 1 Printful item. Additionally, several of the "replaced" items had NEW issues. So some orders were replaced twice. Why on earth would we trust this vendor at that point? We want our customers to know that they will receive a quality product from a quality brand... and we were not that brand with CustomCat as a vendor. I'm not leaving this review to be a jerk, just want a better product. I'll also say we have since removed every single CustomCat item from our online store in the past month or 2.

Oct. 4, 2018

Some orders have taken over a month, they've sent designs from other shops to my customers and their customer service holds zero accountability for their mistakes (They went as far as to blame me for contacting the wrong department once) The fact this is one of the fulfillment companies in which you have to pay a membership fee to lose money is crazy. I'm actually going to be shutting down my site because I have to re-visit my fulfillment options. not worth it.

Sept. 30, 2018

địt mẹ tụi lừa đảo bố hận tụi mày trucking lởm ship chậm hơn 10 ngày 15-20% ko gửi hàng cho khách địt con mẹ custom cat fuckkkkkkkkkkkk

Sept. 4, 2018

About 50% of our orders were printed incorrectly...Some were crooked, others placed in an incorrect position. Customer service was very hard to deal with. Our entire experience was so bad that we would not promote the sales of our shirts. The errors were not on our end with the printing problems. We wasted a lot of money waiting for CustomCat to get the printing problems fixed. Just when we thought it was fixed there were more horribly printed shirts. It was so bad we had to call every single customer and ask if their shirt was printed correctly. You talk about time consuming. We had NO faith in the product through CustomCat. We wasted not only money, but a lot of time that we could have been building a strong customer base. We have found an EXCEPTIONAL t-shirt print company. Please don't waste your time with this company.

Aug. 28, 2018

I ordered 5 t-shirt samples and the quality of the shirts looked like they came from a old black garbage bag from a storage unit. The graphics were faded. the simple white design on a black t-shirt turned out to be dark gray. I ordered the same design from another company and It turned out perfect. Plus the backend is a nightmare uploading designs, plan on wasting many hours. I would be happy to show the comparison of the shirts I ordered if there was the option.

Aug. 3, 2018

application is too bad. It's a inhibitor to the user.

July 22, 2018

overcharge you for purchases, send massive charges without permission and have a faulty system for handling paypal payments. had a much easier time with printful and will be returning to them.

June 14, 2018

I'm not impressed. There are weird issues and no one answers at CC support. Probably they are too busy for new customers.

June 6, 2018

Absolutely awful company. It took weeks for them to ship out an order. I contacted them after a week of silence and asked them to cancel and refund me so I could go with someone else. They waited DAYS to respond, and didnt even respond to my request saying first orders take longer to ship out. That makes absolutely no sense. I asked again June 2nd for them to simply refund and cancel. They waiting til a day AFTER it shipped to respond and say they can't refund once an order is shipped out. Obviously, because you purposefully waited til the day after to respond to me. This is definitely not the last I'll hear from them. This is the day of fast shipping. It shouldn't take over two weeks to receive a shirt.

June 2, 2018

Very disappointing. I spent hours setting up my products. I chatted with CustomCat about design sizes etc, and they were always very helpful. I ordered my first test product, and the colour was rubbish. After the first wash there were cracks all through it. I contacted them via messanger again, and they said they'd look into it. Even though its been a couple of weeks now, they still haven't replied. Even though I can see they have seen my message (FYI CustomCat, once you read a message on messanger the other person can SEE that you've seen it). I can see great potential, but it needs a lot of work. And people with enough balls to own up if they screw up. Can't recommend.

May 10, 2018

Unfortunately, customcat failed in the quality of almost every shirt I had ordered(10 shirts total). Many had random white spots and discoloration on the design as well as some that felt very rough at the touch, which might've been slightly burnt from being left under the press too long. Their pricing and variety is great, but due to a lack of quality in multiple shirts in my order I can't trust them with my customers. I have contacted customer service, but have been left at a standstill as of right now.

Jan. 23, 2018

Awful Some orders have taken over a month, they've sent designs from other shops to my customers and their customer service holds zero accountability for their mistakes (They went as far as to blame me for contacting the wrong department once) The fact this is one of the fulfillment companies in which you have to pay a membership fee to lose money is crazy. I'm actually going to be shutting down my site because I have to re-visit my fulfillment options. not worth it.

Jan. 22, 2018

They often ship half a month late and poor quality of both shirts and the actual print. They are quite inflexible. Definitely recommend staying away from them, the 30 dollar a month premium is not worth it

Jan. 20, 2018

Orders are dispatched way later thank quoted...I wanted to stop my subrscirption with them so I asked what to do...they told me to remove the app from my store and I did...that was a month ago and they are STILL CHARGING ME FOR THIS MONTH!!!! Unbelievable

Dec. 4, 2017

My first 2 back orders I placed were dispatched in 5 business days, instead of the quoted 2-3 business days. Upon asking I was told, that 'we dont guarantee it'. In which case, you should write it exactly that way in your FAQ's, or provide a min and max timeline rather than a vague average time that you cant adhere to. I made the mistake of actually offering one of their products. It has been 7 business days since I placed the order, the order is yet to be fulfilled, no one answering the helpline, AND my client has opened a case against me. Waiting for this nightmare to end so I can delete this app.

Nov. 21, 2017

HORRIBLE APP DO NOT INSTALL IT. They will charge you even after canceling during the trial period and support is non-existent.

Oct. 23, 2017

Without a doubt the worst customer service. Do these people not understand that we have options, but because of some youtuber choose to pay for POD service... LOL Bye Felicia. There is no hunger to win in this company. They just don't give AF about anything. Well then don't open a business. . Good luck ;)

Oct. 7, 2017

Utter Shite !! Had the audacitity to charg my account for an inactive service. Thast I have not used and an inactive account. Dont even install it to test as even if you have not activated or used them . they will charge you !!!! I will not pay dfor somthing I have not used....... Dont know about you .....