'm submitting a letter I just sent to GotPrint. Please read, and BEWARE of this company. They will cause your business to lose $$!!!


Dear GotPrint,

I haven’t been this upset or frustrated in my career EVER in my 13 years as a graphic designer!!!

Let me explain what I’m dealing with with your company:

On February 4th, I uploaded a door hanger job to your website. When you guys sent me the proof I found a typo and DID NOT approve it (clicked “NOT APPROVED”). You guys sent me a link to upload the revised file on February 7th. I fixed the file and re-uploaded it and approved the proof. You guys printed it and shipped it to my client. I received an email on the 16th from my client saying that you had printed the ORIGINAL, INCORRECT version of the files with the typo and he wanted them reprinted correctly. I called and ordered a reprint (Gotprint Quality Control admitted it was their error). I asked that they reprint these quickly as it wasn’t my fault and my client needed them ASAP. The customer service rep assured me that they would be put on press that week (week of the 14th).

My client called me today (Feb. 22nd) to see where they were. I was surprised he hadn’t yet received them. I called GotPrint and the head of Quality Control told me that they hadn’t gone onto press until TODAY and it would be MAYBE another 2 days before they get shipped. Needless to say, my client is furious, and I am so upset as I pride myself on meeting deadlines. I asked for a refund and Quality Control told me he could only give me a $70 credit to a future job (this is a $400 job and $70 does not even cover the original shipping cost of the defective product!!!)

I am having to eat my design fee, as well as the shipping fee to appease my client. Therefore, I’m not making ANY $$ on this project and I’m still having to PAY for the shipping & printing of a screwed up job that is NOT my fault. This is EXTREMELY upsetting to me. I’ve most certainly lost this client, a good client that I’ve had for several years, and any future jobs that I might have gotten from him, so this is costing me even MORE $$, as well as the fact that my client, a landscaper, is losing $$ to other competitor landscaping firms who already are distributing their door hangers in this area.

When I talked to the head of Quality Control he was rather evasive and would not give me an answer as to when my job would be shipped or how long the shipping would take. All of your customer service reps have been unwilling to assist me and pretty much give me the runaround.

I’m so incredibly upset, and I plan to post complaints wherever I can possibly post complaints as well as contact the BBB. I understand that you are an internet company with many low cost products, but you also guarantee 100% customer satisfaction. Well I'm NOT satisfied!!!

I’ve used your company for my printing jobs for several years now and I’ve always been completely happy with the result. This has never happened to me before, and now I’m frustrated that I’m going to have to find another print provider for my needs.

Thank you.