New Public review for Printful: Print on Demand
Sept. 20, 2020
Latest update: I updated my rating from 1 start to 2 stars because, after over a month, Printful was finally able to offer an acceptable solution to the problems I encountered with them. I will keep my original comment below for reference to help you understand why I cannot give it a better rating. I used to love this app (been using it since 2015) but I had two problems regarding a large order for which I paid around $900 - one about the invoice they sent, the second about the fact that I never received the actual order. Not only did they refuse to reship or refund the order but they added insult to injury to refuse to file a dispute with the shipping company that lost the package. In the process, they also suggested I illegally falsify an invoice because "it might cause issues with accounting". Like, it didn't cause issues for my company. So, they do NOT take responsibility for what they send and just politely refuse to fix anything. I personally will not use their service again. Edit following reply from Printful: I have everything in writing and you did suggest I illegally falsify the invoice. You certainly didn't say it was illegal to do that but suggesting I modify the information myself on an invoice that I did not issue is illegal. Furthermore, you refused to file a dispute with the carrier regarding the lost package that was most likely stolen. I would have been open to repay for shipping but you kept on suggesting I re-order $900 worth of merchandise. I was certainly not going to do that after this mess. For the invoice, I repeatedly mentioned that the mistake was mine from the beginning and alerted you as soon as I received it but I encountered the same situation with another printing company in the same week and they fixed the problem in less than 10 minutes. Regarding the shipping of the actual products, you didn't take any responsibility for the fact that I never received it. I contacted the shipping company countless times and their only answer was that the expeditor (you) had to file a dispute which, again, you refused to file leaving me with no t-shirts for the opening of my client's shop and with a $900 hole in the bank. I've been talking with you for over a month about this problem via e-mail and was waiting to write a review to leave you plenty of time to do the right thing. This reply to try to save your image in this product review page is another insult. This is deplorable.
Thank you for your feedback, we truly appreciate it! We are certainly sorry that you have met with these concerns and hope that we can work something out and improve our collaboration moving forward. To start off, it is important to note that we have not suggested to illegally falsify invoices - we responded to your requests to update the issued invoice and then tried to work out a solution that would work for your specific case. As noted in the reply we sent you, the changes you requested were breaching our Terms of Service (Section 8. Responsibility of Site members and visitors; Section 9. Payments and fees; Section 15. Release and Section 16. Indemnity) and contradicted with the requirements of the legal acts. Due to that, we were unable to proceed with the changes you requested. As for the order you haven't received - we did reach out to the carrier for more information on the successful delivery of this order, however we don't cover the cost of reshipping or refunding orders, which have been marked as "delivered" by the carrier and we're not yet able to assist with filing claims with shipping carriers, but hope to do so in the future. We will also be reaching out to you directly with additional details relating to this case. - Vita
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