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| - I was contemplating whether or not to leave a 1-star review but after reading other negatives reviews on several other review platforms I can definitely see a pattern of their customer service, and I think 1-star is fair. If you happen to be the unfortunate recipient of a bad print, I'm sure you'll feel the exact same way. Let me explain. Everything I say below is the truth and I take full responsibility of everything I say and have evidence to back it up.
I ordered two frame gallery prints, the print quality of image#1 was great, but it wasn't framed properly and the print was warped resulting a gap between the mat. They sent me a reprint in a tube, no questions asked, although I had to replace the print by myself. Fine, not the best solution but totally acceptable. If things end here, this will be a 4-star review.
The second image however, was a nightmare. It came out blurry, even though the image resolutions (PPI on paper) is HIGHER than image#1, if look closely, I can see pixelated jagged edges all over the print, resulting a very blurry print overall. After reading some of the negative comments I noticed that I'm not the only one to receive a blurry print, and I'm pretty sure the pixelation was caused by some software issues (just like their buggy upload interface showing the wrong mat sizes in preview). After spending a few days having lots of correspondences and providing them with clear evidence showing the pixelation issue, what did they say? Basically they just keep saying:
"Our equipment are perfectly calibrated"
"Everything is automated so nothing could've gone wrong" (verbal)
"The blurriness was caused by the editing of your original image"
"We have thousands of satisfied customers" (verbal)
They did offer me a reprint. Even though I wanted them to reprint the very same image to prove that something did go wrong, they strictly asked for an edited image so I obliged. I only modified the image ever so slightly so they would print it for me; however, the results were different as day and night. I'm 100% sure the first print was screwed up so I took pictures of reprint & the bad print, and sent the comparison to them, just trying to find out what happen, in case I need to order more prints in the future. Even with all the clear evidence, they still insisted that there is no pixelation, and the blurriness was caused by not having enough contrast? Really? What about the jagged square pixelation between the edge of black areas? There is not enough contrast between black & white? Please see attached image comparing the two prints with the original & the edited image, or follow this link: http://bit.ly/2cUVUbd
After all, their customer service is very responsive and fairly polite, but that's not necessarily "good" service. It's their attitude that drives me nuts; they are very defensive and would not own up to any of their mistakes. I would give them a 4-star review if in the beginning they simply owned up to their mistake and simply just reprinted the image without a bunch of non-sense. Instead, they insisted there was nothing wrong with the print, and they've made an exception for me already, what else do I what?
Imagine in a restaurant, you found a roach in your salad, and the manager said to you: "that's impossible! What do you know about running a restaurant? Our restaurant is clean and well kept with the highest standards, and we have a lot of happy customers, there's simply no way that could've happened, no way! Although we've already served you a perfectly fine salad, hey, if you're still so hungry, I'll do you a favour, keep in mind that I'm making an exception for you, take this fresh lattice home so you can make some salad yourself. Now you've got your fresh lattice, what else do you want?"
People who don't know better may get fooled by them, thinking that pixelation was caused by not having enough contrast and they did receive a favour and the reprint was so much better, without knowing that the first print was a dud.
Luckily I only ordered products with a lower price tag and they were willing to reprint for me, (although I have to flatten the papers, buy adhesive and re-frame by myself). People who order expensive products may not be so lucky if something did go wrong. Just search for other negative reviews.
Bottom line, the quality is hit or miss, keep your fingers crossed that your order will be printed and crafted properly, think twice if the product you're about to order may not be easily replaced. If it's an important project, look elsewhere, seriously. Don't be fooled by their positive images on the social media and blog etc.
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Posterjack: if you're reading this, would you accept my challenge to print the original & edited images side-by-side on the same sheet, and see if there is any pixelation on the original image? I will pay for the print of course.
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