I have used 4Over as a print reseller for about two and a half years now, and done dozens of jobs through them. Most of the jobs have been perfect - meaning well done, timely delivery, and I couldn't find better pricing if I TRIED.

The majority of my work through them has been simple gang run print projects including business cards, post cards, letterhead, and the like.
Recently they started their "Grand 4Mat" division where you can get large format products printed, including banner stands and banners. So I have a client that is a nonprofit and does an annual major donor event for fundraising. I recently offered to print the banner stands for them as a new product (since 4Over offers it now) for their event. I ordered four banner stands, and eight banners to be hung through the Grand4Mat division. It was my first experience with this division, and probably my last.
there were 3 problems with the order.

Two of the banner stands I happened to have shipped to my office, and the rest of the products I had shipped directly to the client's event venue in Arizona. Of the two that arrived at my office, I inspected on arrival and one was completely broken upon arrival - there was no tension in the banner stand and it appeared to be missing a peg that keeps the inner tension rod in place.

So I called them to report the problem. I spoke to a rep in their Grand4mat customer service department who - after I told him that the banner stand arrived broken - said, "well why did you break it?" When I didn't say anything, he laughed like he was joking. But never once bothered to say, "Oh I'm sorry for the problem you've had." I practically had to convince him that it really did arrive that way. Very POOR customer service attitude.
They told me I had to file a trouble ticket on their site, and then after that was approved I was sent a postage label to mail it back. They reprinted and it came back working.

But that wasn't all. My client called me the day before the event saying that there was a missing banner from the order that was shipped directly to her even venue. I asked her to check and double check the shipment, and ask the people at the venue if it got misplaced or separated (although everything was shipped together in one box apparently) and after she confirmed that it was simply missing, I had to contact the Grand4mat division yet AGAIN with an issue on this same order. Again, I was treated like they never make a mistake and it must be a mistake on my part. But after persisting in the fact that it simply was missing from the order and they HAD to make good on my order, they reprinted the missing banner and sent it out overnight which made it to my client just in time for the event.

So all was well in the end - or so I hoped.

Turned out that after the event, when I spoke with my client a week ago, there was yet another problem that I just found out about. One of the banner stands that was shipped directly to her venue also arrived as the broken one that was shipped directly to my office, and she was never able to use it for the event. I was quite embarrassed. Knowing that the banner stands were created to be used for longer than just the event itself, I tried to at least redeem the banner by getting it reprinted for the client for future use.

Here's where I was pushed over the edge.

I went to the 4Over website to file yet my THIRD trouble ticket for this particular order, and when I clicked submit the website told me I could not submit the ticket because it was more than 30 days past the date the order was placed. So I called their Grand4mat customer service department this morning and was greeted by yet again another rude service rep (which in my mind simply proves they are doing bad work; when your reps are gracious, you show that you are doing good work; but when your reps are rude, you prove that you have plenty of problems you are dealing with). This time the rep again didn't apologize for the trouble I am having, but told me the products leave perfect from their warehouse and either I broke it or it was broken in transit, attempting to reject any responsibility for the complaint.
Further, when I told him I already had tried to place the trouble ticket through the website, but that the order was placed more than 30 days ago, he got even more rude by trying to say my client should have let me know sooner - somehow proving that 4Over definitely shouldn't be held responsible for the damage. EVEN THOUGH the product arrived damage directly to the client!

So what am I supposed to tell my client? "Hey sorry it arrived that way in the first place, but you really should have told me sooner. Your loss." Seriously?? That is TERRIBLE customer service, just like I have received from 4Over. And I'm not going to pass it on, but I am going to let everyone know to beware of the Grand4mat division.
In all fairness, I had never had a problem with 4Over until the past two months. Incidentally, these 3 issues with Grand4Mat are not the only issues I've had lately. I also had a set of business cards printed and delivered that were cropped very obviously wrong. Although for that problem 4Over remedied it very quickly with a no-questions asked reprint of the project. But still makes me wonder whether their business is just growing so fast that they cannot keep quality assurance at an acceptable level.

Also in an attempt to be fair with 4Over, I recognize two things about their Grand4mat division that are important to remember...although not an excuse for poor customer service:

1) The division is very new, and any business model or department that is new is bound to experience growing pains and hiccups. I get that.

2) They are charging wonderfully low prices for the products - which is AWESOME. But in an attempt to keep prices low it appears they have grossly sacrificed on the quality of the product, insomuch as to the extent that I have received two products that didn't break AFTER I got them, but COULDN'T EVEN SURVIVE being shipped to my and my client. That is just a bad product, not even worth a low price.
But my real issue is not even with points 1 or 2 above, but with how I have been treated by the Grand4Mat customer service department. For a business' customer service department to treat customers as the bad guy, and refuse to accept responsibility for the issues is a GROSSLY STUPID business move. Just wait and see how many customers will put up with that. Especially when the business is the one making mistakes and growing - that is the time you should be EXTRA gracious with your customers.

'Nuff said.