This is a sad story actually, considering I have had great experiences here in the past.
Location Involved: (1400 E Waterman, Wichita, KS 67211 Phone: 316-265-6224)
Consumer's Original Complaint:
On 9/23, I dropped off 2 poster size images to have copied & reprinted due to the edges being rough because they are pretty old. G* is the employee who did the work, telling me that he would scan them into the computer, give me back the originals at that time, and then print them off. He told me he was backed up and it would take a while. I ordered the lowest quality service because I had used the "lowest quality service" in the past for the exact same prints & they came out beautifully. I paid at that time & also made a purchase of some art pens in addition. I also left my phone number so that I could be called when they were ready, but when I called to find out if they were done, G* told me that they did not have a phone number to contact me and he would mark me down as "called". I used my Citi Bank debit card. My clerk was a lady with longer blonde hair, (& a lady with short dark hair was also there at the counter), when I went back to pick them up, (2 prints that were rolled up nicely), approximately 3 weeks later. I picked up the prints and started to walk out the door, (since I had paid in advance), but I turned around and looked at the clerk who had an open-mouthed expression of shock that I was just going to walk out without paying. I went back to her and explained that I had already paid; she looked at the paperwork & argued with me stating that when customers pay in advance the paperwork is stamped "paid" and mine was not. She then called Greg to the front, who told her that he didn't know whether I paid or not. He was at the counter on my first visit when I dropped the originals off, (with a lady that had short dark hair), and he witnessed that I did pay at that time. On 10/14, I unrolled the prints to get ready to mat & frame them for my father as a gift. They looked terrible. For instance where there is a very dark black shade in the originals, but in the new prints, there were large patches of "faded to white" areas. The clerk I spoke with and Greg both were rude on the telephone when I called to complain and ask questions. The clerk told me that it was almost 5:00 and they were getting ready to close and Greg told me that there was "probably light reflection on those areas and that I DID pay for the lowest quality service. If I wanted him to re-do them, or re-do them at a higher quality, he would have to charge me for it if I did not have my original receipt." I explained to him that I have had these same prints done there and that they came out very nice and also that I did have proof of the transaction via my debit card log. He told me that there was nothing he or the clerks could do and he had no idea who performed the work on the previous job in the past. As a consumer, I did not appreciate the manner in which I was spoken to over the telephone when I called to describe my issue with the prints. On a previous visit years ago, I had these same prints done, with the exact same images on the same paper, and they came out very nice (I still have them, but the edges are rough, which is why I wanted them re-done as a gift for my father)... The print work that I dropped off to have done came to $11.00 & some change. The total of my purchase came to $18.35 because while I was there, I also purchased a package of Stabilo brand multicolor art pens. I paid for everything, even the print work in advance then went back to pick it up, however I cannot find my receipt. I do have documentation of the sale on my debit card transaction printout. I feel that City Blue should make this right and resolve my issue, whether I have the receipt or not. I have proof that the transaction occurred, as well as a witness on both occasions.
Consumer's Desired Resolution:
I would be happy with either an $11.00 refund, (that is what I was charged for the prints alone; on my visit to pick up the prints, the long-haired blonde clerk mentioned that I was overcharged by $2.00 for them), OR have them reprinted correctly using at least the equivalent, or better, to match the quality that I received on the work the previous printing guy performed on the job. I have the Stabilo pens and proof of the purchase total, therefore thye could check the price of the pens and subtract from there to obtain exactly what I was charged for the 2 prints alone.
BBB Processing
10/14 web BBB Complaint Received by BBB
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