Rage Quit Store review for Printful: Print on Demand

Feb. 13, 2019

I've been using them for small batches for months now, with mostly good results, but a few hitches. In terms of apps, this is probably the better ones on the market currently, with some great resources and a decent selection of products and printable areas. I'm mostly happy with the results of my DTG prints, and have moved to testing their other services. One major issue that I would love to see addressed is the fairly arbitrary method of dragging and dropping artwork onto a sample product image in order to set the printing placement. If you are doing prints in varying colors (say a black logo on white shirt as well as white logo on black shirt), you will have to create two entirely different entries. Because the drag and drop method is small, vague, and has snapping on edges, AND this is placed above a placeholder mockup image (which differs between all products - even amongst t-shirts), placement of artwork is largely a guessing game and requires some test ordering to get right, and has a large margin of error when trying to make variants of the exact same design. In terms of customer service, I've had mixed results. When one shirt arrived blurry, I had apprehension over the fact that customer returns and refunds are determined by photos; when I sent pictures of the blurry shirt, it only looked like a blurry photo and customer service admitted that their initial determination was that it was totally fine. But after showing to them the differences in quality between shirts in the same order, they refunded the amount and I was very pleased with the whole exchange. Soon after, however, I had a large order get put on hold. If your order is through their app and not pushed from Shopify, you will not receive an email notification about the status; you will need to check on these orders manually by going to their site. If the order is still pending, the app allows you to modify an order, and I attempted to use this feature to remove the item which was holding up the order, as well as pay for expedited shipping to compensate. The change was saved in the app but never appeared, and so the next day I messaged customer service to confirm it went through. Over the next 3 days, I had messages and emails from 3 different customer service reps, none of whom answered or even seemed to read my inquiry (2 of them merely copy and pasted the initial automated hold message from the app and nothing more). At the end of it I entirely gave up on expediting, as every interaction with a customer service rep has caused me another day in delays for the hundreds of dollars in product I ordered. I can understand the order change being lost at first, but it's very disappointing to have to deal with multiple reps and not have a single one of them address my actual questions - and that's the kind of issue that might make it or break it for any merchants looking for a solid and reliable relationship with their manufacturer.