Island Rock LLC review for Kin Custom: Print On‑Demand
July 23, 2020
The app is really good, they have a custom branding option that is pretty cool and important to my brand. However, their help support team does not respond within 24 hours like they state and there's no phone number to call Kin Custom. I opened a ticket several times and they finally reached out after 3 days but blamed it on the time zone difference....after getting my problem resolved they still have not shipped my orders. They state that they allow 3 days processing time before an order ships but now this is going on week 2 and I still have not had my orders shipped to the customers. Blame it on COVID if you want to but 2 weeks before processing the order is a long time and now my customers are upset. It looks really bad on me and Kin Custom. Because of this, I don't think I will be moving forward with them in the future. I need to look at other options. It's very disappointing because I really wanted to like this company.
Hi Island Rock LLC, We considerably appreciate your business and deeply apologize regarding the delay with your orders. We are happy to hear we could add the custom branding to your order in a timely fashion. Our business hours are Monday-Friday 9am-5pm EST so we apologize we couldn't be reached when you needed us on the weekend. We understand this can become frustrating and as a valued customer of ours, we would like to personally apologize for any inconvenience this has caused you. We try to be as transparent as possible with delays prior to your transaction being made so a standard procedure we currently have is placing notice on the checkout page, import order page, and notification center in your account. We'll find more ways to make it more visible for customers! The orders you are inquiring about were submitted from 7/12-7/18, which was during the time frame we notified users about the 7/10-7/20 production delay. We don't want to use this as an excuse, but your product is one of a kind as it's handmade on-demand, we need a little more time with having to expand our manufacturing center! We are working around the clock to get all orders out as fast as we can and hope you're willing to give us another shot! As soon as your order ships, you will receive an email from us with tracking available within 24-48 hours. We apologize for the inconvenience and appreciate your patience! - Kin Custom
