customer survey results
(Live survey results from Dec 2013 to current)
customer service Rating distribution:
QUALITY OF PRODUCTS Rating distribution:
This was our second time in a row using you guys and there were mess ups both times. The first time, the colors printed were inconsistent, and we assumed this was a fluke. To remedy this, we clearly requested to have a pre-production proof sent to us. Daniel never stated when the deadline to get that done would be, and when we inquired about it, he told us it was already too late. Very, very disappointed in the lack of follow-up and follow through. Now, our last order came with bags that were the WRONG color. It's two days before the event and this is unacceptable. There was an overall lack of customer care here. Our first order started with Eric, and the customer service he provided was great. It was a very stark difference when we were handed off to Daniel.
The order was messed up, with the wrong logo printed. The new bags took over a week to get which was after the deadline that I needed them. Communication took a very long time to get design proofs and responses.
Our order was not sent to print on time, delaying important projects. Our order was supposed to be delivered NLT 4/20/15, and was not received until 5/1/15. Had I not checked in about the order, it may have been delayed event further. I was promised a credit for this error but just received an invoice with no credits shown. The amount of time I've had to put in following up on this order is unacceptable.
These are, hands down, the worst coasters I've ever seen. We worked with a different vendor in tandem with your company. The other company provided a much higher quality product. The product we received from Social Imprints was thinner than a business card. Had I known this would be the case I would never have placed the order. I appreciate the quick turnaround, but I will not be utilizing your services again.
Delivery time was not met. There is no clear schedule as to when art files are required and when sign offs need to occur to meet delivery time. Account manager complained of having to do 15 different estimates for job. Physcial prepros were replaced with photo press checks.
There were a lot of communication difficulties in getting this order. We were not told we had to approve a proof before production could begin and assumed that putting in an order and providing credit card info was sufficient to get production going. It was not. As a result, our order was delayed for a week because the proof email hit a spam filter and was not seen by anyone; we did not know until someone reached out a week later to say that the proof hadn't been approved and production would be delayed as a result. Production was also later delayed a second time on our order and we were not proactively told - I had to reach out the day after our order was supposed to arrive to find out what happened.