Do not use this company! Very poor customer service to nonexistent! On Dec. 2nd, I placed a photobook order # US4A3602716282. I received an email on Dec. 7th that the book was complete and would receive an email within a day regarding shipping information. The email was never sent. I called them the following week and was told I would receive the photo book by Dec. 20th. After a few days of still not receiving the email regarding shipping, I called again. 9 different calls were made over the next 3 weeks. Each time I was assured that I would receive the photobook before Christmas. At first, I was told by the 20th of December, then the 23rd of December, and finally before Christmas. This past week I requested to speak to a supervisor. I was told the only way to reach a supervisor was through their info email address. I wrote to this address, but no response. I called again and asked for a supervisor, I was they had gone home for the day. I called the following morning and was told the supervisor was at lunch. They assured me they would leave a note for the supervisor to return my call. No return phone call was made. I posted a review on Trustpilot regarding the situation. I received a reply within a few hours asking for the order #. With this information, they would investigate the situation. I replied immediately with the necessary information. Again, no response. Finally, on the 23rd, I was told the order was lost. I was given two choices, one to place the order again with a two-week processing time. The second option was to completely cancel the order. I told them that neither option showed an effort for service recovery. I then asked that they replace the order and give a full refund. This was denied. Their last offer was the offer a 75% off my NEXT order. I then told the agent this was unacceptable as I would never use their services again. On 8 separate occasions over a 3-week period, had they looked into the matter, this order could have been corrected. They chose not to investigate the matter when I reported that there was a problem with the shipping, but put me off, lied, and denied access to a supervisor. They have made it abundantly clear; they do not care about their customer and do not stand by their product. Again and again, do not use this company.
