I submitted a ticket and they responded saying they could refund the order when it was returned in full. Because of their neglect in responding, I was forced to make a decision for the best outcome for my customer. I had read through all of the Transfer Express "guarantees" on their website and was confident they would make it right since I had reached out Thursday with photos before pressing any additional garments. I decided to press the order so the nonprofit had some apparel - though not perfect - to sell at their fundraiser. The order was due Friday so I had to make a decision Friday. I did not receive a response to my email until Monday morning and the response was to open a ticket on their website. Sure enough, the two spots missing the adhesive on the back did not transfer to the shirt. I reached out Thursday via after seeing missing adhesive on the transfers and using the test transfer to test. The order was for a local nonprofit event Friday night. I received my order of UltraPRO transfers on Thursday for an apparel order due Friday. If I did waste it, I should have burnt it instead.Defective transfers - "guarantee" is not upheld by the company. I am just very sad I gave $150 to this company. I am a retail service worker and small biz owner so I understand crabby customers, but I will never respond to a customer this way, especially if they weren't rude and they were willing to be understanding. However, they responded with: No, I’m sorry we are unable to offer refunds You have a talented little sister that can add a credit card, add to cart and submit an order! Get her into the business" First sentence, totally understand, however, everything after the words "refunds" was 100% unnecessary and rude. In my second email I wrote, "s there anyway I could get a partial refund? I totally understand that your team is risking a lot, but just anything at all would be greatly appreciated." I would say this is considerate compared to the other complaints my business have recieved and I was expecting a no. I tried to be as considerate as possible, and if they had said no, I would have been fine. I did email them once for a refund, and then they said no, and then they said no, and I emailed them back requesting a partial refund. The situation consisted of my sibling accidentally placing my custom order which was super inaccurate, which again, is my fault and I would have totally understood if they said no. I was understanding as I am a small business owner myself and because of the pandemic, and if they had told me no for my refund, I would have been fine with it and I still am. I had a situation which was my fault and contacted them. I've worked with my silk screen partner for over a decade, but every now and then a job calls for what Transfer Express has to offer.I just really wish they didn't make it so unnecessarily complicated. Obviously they know about transfers and all the methods, but boy is the customer experience awful. They fix it, but it's absurd and a waste of money and shipping and efforts. There have been multiple mistakes on orders. They no longer provide proofs, unless you use their not easy design portal. Their notes section, allows 2 lines, for an order. When you finally talk to someone they are usually helpful, but the fact that they think it's easy peasy to order things, but it then takes multiple attempts and emails, until finally you just call because you've been looped around so much, it is maddening. They like to say they "simplified," the process, but as a fairly intelligent person, I find myself mystified with every attempt at ordering and pricing. They have so much information, and yet the more they try to improve it, the more confusing it all becomes. HOWEVER, their website is like a black hole. The transfers, eventually, come out really great. Terrible Website Navigation, Great Transfers
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