Subliminator

Hey NPN Lifestyle, I'm sorry to hear about the issue. I looked a bit into this, and from what I can tell, 2 hoodies in that order didn't come out as expected. Our support has followed up with you by the time of writing this review, and I believe it has been resolved. You've recreated those 2 products, and the cuffs print looks to be correct now, and the reshipment order for this will be handled and shipped by us asap. I hope this gives you the impression on how we handle orders. No business is perfect, and mistakes can happen. As long as you know that we will always take care of our merchants if the mistake is on our end. So I hope you can reconsider the 1-star review, and even if you think it's fair, we still appreciate your feedback and we will keep improving upon our services.

Thank you for your feedback. If all goes well, then later in this first quarter of 2021 we'll be able to serve you better with our "Product Hub" that will do exactly as you mentioned that was missing. Editing/duplicating products will then be easier than ever, and we hope you'll like it as well.

Hey there, Sorry to hear about this. Did you leave your name and email? The way our chat widget works is that it first automatically asks for your name and email, after which a support agent is assigned to your chat. This is also so that we can follow up with you in case we missed you on the chat. Our support team has searched on any message from your store name, but could not be found, as we always reply to any support tickets in a timely manner. Could you retry, or otherwise send an email to [email protected] and we'll help you with your shipping question as fast as we can.

Hi Garett, I'm sorry to hear about your experience. Although I'm not familiar with the support issue in question, I've just checked the pending orders that you have and I can see that you've had 2 orders with us of which 1 was delivered, and of which 1 is still in the USA to be delivered. If the issue is regarding the order that still needs to be delivered (as tracking shows it's arrived at the DHL partner facility) you have to understand that shipping times can vary per area/destination within the USA due to the pandemic. Your second order was indeed delivered faster than your first, which related to the fact that certain areas are simply slower right now with local delivery. This part is beyond our control, and there is nothing we can do to speed up this process. Of course, we do offer the ability to upgrade your orders to express shipping which will result in a much faster and more reliable speed. This has proven to be an effective choice of shipping during this COVID-19 pandemic. In the defence of our support team: We have to get in touch with DHL to find out about a status of a package that's in the USA, and we don't always get a direct response on this. Which then results in a delayed response to you as our customer. From experience with a status that says "arrived at partner facility" on the tracking, it will get delivered in due time. DHL Ecommerce is one of the best shipping partners to have for regular shipping, and even they have hurdles to overcome during these challenging times. So I hope you can reconsider a 1-star (or 0-star as you mentioned) review on us as company, while the world is currently experiencing major logistical challenges that go beyond our control. As this does in no way reflect the services of our company, the quality of our products, or the shipping speed we have in normal circumstances.

Hi there, Sorry to hear about the issues you're having with shipping. I've just reviewed your orders, and you have indeed quite some orders that still need to be delivered. Although a big chunk is showing arrival at the destination country. In general the average time from order to delivery to the USA at this moment, even with the pandemic, is around 20-25 calendar days, which you can also see back in the orders that were delivered. However, if you look at your orders, you'll see that all the orders that are taking longer than usual are going to Puerto Rico. We really can not control the shipping speed for these remote islands. And even outside of the pandemic, shipping to Puerto Rico can be very slow. So you can only imagine what it's going to be like during this COVID-19 pandemic. We always use the best shipping companies to provide the fastest shipping possible, which in this case is DHL ecommerce. I'm pretty confident that you will get the same delivery speed with any other print-on-demand company that is shipping orders to Puerto Rico. It's not an excuse, but just the reality of selling to Puerto Rico as there are no faster shipping lines available I'm afraid. We hope you can understand and consider this in your review of us as a company. A 1-star review does not reflect our services and quality of products we provide, and in this case it is really beyond our control to provide a better shipping speed to Puerto Rico, so I hope you can reconsider your rating of us as a company. Either way thank you for your honest review.

Hi :) So the purpose of Shopify app store reviews is to give your opinion of us after you've used us, had some orders fulfilled, etc. Other potential new clients will look at the reviews given here, and your 3-star review of us based on absolutely nothing will only bring down our average. So removing this review would be greatly appreciated, since it isn't really a review. Having said that: Your question is not really related to any print-on-demand service. As the principle with Shopify is that you always receive the funds from your customer into your account. The money can never go directly from your customer to a print-on-demand provider. From your side you add a billing method inside the billing settings of Subliminator. So for example: You sell a hoodie for $60 > You get paid the $60 to your store > Subliminator automatically charges you the basecost + shipping of $34 through the billing method you've set up inside the Subliminator App. For the next time please just contact our support through [email protected] and we'll be glad to help you further over there. Thank you :)

Hi, Thank you for your review. I've had a quick look up and I can find 1 order from your store which was indeed shipped a bit later than our usual production times. From what I can see is that production time took 13 calendar days, so a little longer than the timing we state, but it was shipped on the 11th of May. So the info of your order not being shipped after 29 days is incorrect, especially considering the order came in at April 27, and today is May 19. So since this is your first order with us, you might have missed that it has been already fulfilled. You can find the tracking information inside Subliminator > Orders > Click on the order. The lack of follow up on your email is most likely because we have been switching our customer service software since last week, so that has been a transitioning period. If you could reach out to support again I'm sure they will get back to you in a timely manner. The only reason I can think of right now as to why production took a few days longer than it should have is that we recently ran out of our "fashion" fabric, and our fabric supplier delayed the restock, which delayed orders in that period that were using that fabric. Which I agree, we should have communicated better, so I'm sorry about that. Regarding delays in shipping, which is currently a worldwide problem with ALL shipping companies because of COVID-19, we did send out newsletters as well as posted about it in our Facebook group (please join if you haven't yet, as we update it very frequently). I hope this explains things a bit better, and hopefully it can change your opinion about us as a company. As the 1-star review is definitely not a reflection of how we do business or how we treat our customers. **UPDATE: It looks like this order was already delivered on May 28, which makes it 30 calendar days from order to delivery during a worldwide pandemic. Which isn't that bad. We hope you like the products and can reconsider your 1-star review :)