All Shopify App Store reviews for Cowboy Casuals that haven't been deleted
Jan. 7, 2021
DO NOT USE this app if you want to have happy customers and keep a good reputation. Shopify should remove this app, do some research before you use this company. I would give this app a minus zero if the option. Customer service is virtually non existent. You wait days for a response. One of my product is stuck in production since before Christmas and no updates. Finally got a response- excuse - that item didn't pass quality control (meaning they made an inadequate product) which this excuse is used for all items "stuck in production". A remake will not be ready until Jan 10th or who knows when. They refuse to refund and I wasted a lot of time and money integrating products with various platform including shopify. I have to deal with refunds and very unhappy customers thanks tho this completely inadequate company. This was the second time I gave them a try and experience is even worse. DO NOT WASTE YOUR TIME OR MONEY! WORST PRINT ON DEMAND COMPANY I HAVE EVER COME ACROSS! Art of Where replied below but but here are the facts. I do appreciate quality control, but that does not matter much if I don't get updated and my customer does not receive the item and cancels. An update from Art of Where would have enabled me to communicate with the buyer and at least try to keep a happy and repeat customer. The order for this item in question, which is also sold in my shopify store, was placed on 12-17-2020 and still this order was "in production" on 1-6-2021. That is not 10 days. The fist reply was within two days after I inquired and I was told the item will ship on 12-31-2020. The second reply to another one of my emails took 4 days to get a reply and I was told the item will ship on 1-1-2021. This is not acceptable particularly without communication. There is no communication unless you initiate, no updates unless you initiate, and then there is an excuse as you see below without every even contacting me to maybe resolve this. It seems this company does not care about dissatisfied customers and only replied here because I decided to share my experience and this is visible to shopify show owners. I didn't even expect a refund as I read from other review that this company does not give refunds. So thank you for doing that in my case Art of Where. Very sad so see this lack of concern as I would have loved to give this company a second chance.
As pioneers in the dropshipping world (we started with leggings almost 8 years ago!), we know that starting a store is a very personal thing. A less-than-ideal first experience can be upsetting. We care about quality, we care deeply about the businesses we support, and if a situation occurs like a product that gets stuck, we certainly take all necessary steps to remedy it as quickly as possible. For this situation in particular, it was an order via an Etsy integration, not Shopify. The item required a reprint which is the normal course of action when we find a print flaw or sewing flaw. We know how important it is to ship a well made final product, especially since we are representing an artist. The item ended up being in production for 11 days (business days, excludes weekends and holidays), which is longer than normal for this product. Emails from the customer were all responded to within 2 business days and when they asked for a refund, we agreed immediately with them and gave the refund. Our production staff works very closely with our customer care staff so we can learn from every situation, just like we will from this one!