Disappointed

Fionab

Fionab

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Name
Fiona
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Yes
have to say I am very disappointed with Togsprint..........

Previously I had been asked if I would donate a print to a charity auction so I used Togsprint for the print.

I waited over a week after paying and ordering, hearing nothing......so I got in contact and got a mail back apologising and promising it would be delivered the next day..... next day came and went and once again i contacted them and this time i explained that i had to have it by the follosing saturday as it was for a charity auction. Credit at this point to Lee as he DID as way of apology frame it for me for free for the auction.

I put this down to a glitch...... recommended Togsprint to a friend for a canvas.......... she paid for it and three weeks later received the canvas........ except it was the WRONG image.
she was asked to return the canvas at her cost.......!! obviously not happy

So i thought what the hell thrid time lucky........ I ordered and paid for a large format print on the 6th July............ not hearing anything i sent quite a sharp mail to them and low and behold i received a mail back at the end of yesterday saying it had suddenly been shipped..............
IM not impressed at all! a week is way too long to wait for ONE image without at least a message saying its on its way. or it has been delayed etc.

I wont be using them again which is a shame as although they are more expensive than others the quality is outstanding. the lack of communication and the length of wait is unnacceptable when u have someone else waiting for it as well!

not a happy bunny

:(
 
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Shame. I was intending to use them but may reconsider now.

That said, there's often two sides to these things.
 
Hi Fiona

Thanks for the feedback - both positive and negative are welcome. We'd rather problems be brought to our attention.

I'll be looking into this order for you - I wasn't involved with it other than checking over the print before it was dispatched. However, when things quieten down I'll have a chat with the member of staff involved with your order and see what the problem was.

Regarding your friends order with the canvas - we sorted that out as soon as it was brought to our attention (we had it delivered the next day). When handling literally hundreds of files per day, mistakes do happen and we do sort issues out as quickly as we possibly can.

I'll be in touch privately soon.

Lee
 
As mentioned above - the lady rang me, explained the problem and I asked her to send it back as cheap as possible. There were no problems with this and I expressed the item to her next day :)
 
Hi Fiona

You should have an email waiting for you now.

Thanks

Lee
 
well I spoke to Lee today and am going to order, so hopefully arrives as discussed ;)
 
you should get it sorted out, I ordered something and it never showed, I called lee and he sorted it and it was there next day.
 
Hi everyone

Just to update you all: Fiona received her print today (it was shipped yesterday) and all was fine with it.

The problem we had here was that Fiona never received an email sent 1 business day after the order was placed (the day the order was placed was a monday - and we are closed). The email stated that we had a bad batch of premium luster paper in - which was giving defects on some prints.

As opposed to printing on this material we ordered some more in from Kodak. This would be here the following week (Tuesday). We emailed Fiona to let her know of the delay and that the print would be done the second the material arrived.

This email for whatever reason wasn't delivered/received. This meant Fiona was left guessing and not able to give her client an ETA on the product.

When Fiona emailed in on Tuesday, the print had already been shipped that day and a system message was posted on her account stating it had been posted that night with the tracking info. This wasn't us replying to the email - we were just updating the order status. Only the next morning did we see the email. Only through emails backwards and forwards today have we managed to source the root of the problem.

As mentioned before to everyone - if there are ever any issues with orders - please please ring us. We're a friendly bunch on the phone and if its called in we can take immediate action.

Cheers :)

Lee
 
LeeP said:
As mentioned above - the lady rang me, explained the problem and I asked her to send it back as cheap as possible. There were no problems with this and I expressed the item to her next day :)
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Err....you sent the customer someone else's print and then asked them to pay to ship it back to you at their expense?
 
Flash In The Pan said:
Err....you sent the customer someone else's print and then asked them to pay to ship it back to you at their expense?
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Not exactly, no :) The client paid for it to be sent back and, if I recall, I said we would sort it out on the next order. The client was happy with this. I also lost all of the profit in sending it on an expensive next day service.

NB - it wasn't another clients product either. It was a misprinted item (never destined for anyone).
 
LeeP said:
Not exactly, no :) The client paid for it to be sent back and, if I recall, I said we would sort it out on the next order. The client was happy with this. I also lost all of the profit in sending it on an expensive next day service.

NB - it wasn't another clients product either. It was a misprinted item (never destined for anyone).
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Just checking, it came across differently in the op :thumbs:
 
LeeP said:
I said we would sort it out on the next order. The client was happy with this.
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Not trying to pick pokes Lee but.........................

I am in the wrong business if you can get away with stunts like this.

If I do something wrong with my services it is me that pays.

Good job I don't make mistakes with my work or I would never have a next order.

I know Togsprint are good and I know all companies have difficult times but we are a sharing forum so both parties (and all other traders & tradees) should take heed from this thread.










4th plinth vacated (I mean soap box)
 
If the client had wanted a refund I'd have been happy doing this Tom. However, the arrangement was made between us.
 
Glad everything was sorted and everyone is happy.
It just goes to show that sometimes miscommunication and errors do happen from time to time and all it often takes is a quick phone call to sort things out :thumbs:
 
I ordered a Canvas from Lee last weekend following a discussion on sizes as it was a custom size. I've had conformation it was shipped today, so I'm a happy customer.
 
the safest way is to do what we have done and buy a large format printer , we have a roland 300sv brilliant machine for near £6k with all the bits and bob's and does lovely prints bigger than life size offa my nikon d60.......perfik
even prints canvas and silk too
 
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bi9johnny said:
the safest way is to do what we have done and buy a large format printer , we have a roland 300sv brilliant machine for near £6k with all the bits and bob's and does lovely prints bigger than life size offa my nikon d60.......perfik
even prints canvas and silk too
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the safest way ? its a lot to shell out for the vast majority of us who only have a few of these prints done

you'd have all on clawing 6k back unless you were in business with it
 
the initial outlay is yes a bit much but after that its peanuts all the media is top notch it uses very little ink and superb quality does banners stickers ...everything

go on you know you want one lol
 
bi9johnny said:
the initial outlay is yes a bit much but after that its peanuts all the media is top notch it uses very little ink and superb quality does banners stickers ...everything

go on you know you want one lol
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i dont believe they're that good !i reckon you ought to do me a print to prove it ! ;););)
 
I use Lee for nearly all my stuff,99% of the time,with excellent results and service.The only time we had a problem,it was resolved quickly and happily,this problem was down to a lack of communication,it does happen in the computer age,all his bloody fault I hasten to add.....:naughty:
 
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