Fool me once, shame on you... Well, overnightprints.com fooled me twice - on the same order. I had a big photography event to do and had to rush order 1000 business cards. Got the order in under the wire, called to confirm it was received - nice woman on the phone. All set!
But WAIT... Ordered Tuesday for Thursday-by-10:30am delivery (the fastest they had). Checked online status Wednesday night and saw no tracking #. Thought "Okay, well maybe they work OVERNIGHT..." Thursday 10:30am... No cards. At noon I called - they said, "Yes, I see your order information here. What's the problem?" I said, "Um, that the order ISN'T here." "... Oh! I'm very sorry." I asked what they could do - even offered to pay more money to get it in time. Said there was nothing they could do. First offered 25% discount on my next order. I said no way - cancel it. He came back after a short hold and said free shipping, would arrive Friday. I had the 2nd half of the event on Sunday, so I resigned myself to a bad first impression and better second one. I took it.
Fast forward to Friday afternoon. No UPS all day... Where are the cards? I called and they said the UPS bill had been generated at 8:30am (no sure info on whether it had ACTUALLY shipped). I said, "Welll... It was supposed to be here TODAY... This means it'll be Monday." I asked about them changing it to Saturday delivery - they said changing a UPS tracking # would delay it by a day. So I said I will NOT be paying for these; if they made it VERY easy for me, I would CONSIDER returning the cards (ie - they mailed me a pre-paid label to just slap on the box.) Like someone else, I also was patched through to the "customer retention voicemail."
Honestly, these people can't care about their business. The employees, the CEO... Nobody. I am a small business myself - but since it IS me, I actually care a great deal about my reputation. If anyone is interested in persuing a class action suit or whatever else will force them to either live up to their claims or be penalized for failing to do so, I am IN. I'll even chip in some money; to me it's important that companies who make false claims are not allowed to continue to operate. Based upon the feedback I have now found about overnightprints.com, I am astounded that they are ALLOWED to remain in business.
The kicker of it all is that they never even bothered to notify me there was a problem. I expressed my amazement that NOTHING in their system would NOTICE that rush orders were not being fulfilled and that maybe the customer should be notified. Thank God for the awesome guy at Kinko's (Elio - thanks, wherever you are) who knew how to help someone out in a bad spot - and didn't even charge me extra for doing 400 cards in about a half-hour. If only Kinko's had heavier card stock, I'd be taking all my business there from now on.
If anyone wants to chip-in to order 10,000 cards from vistaprint or somewhere saying "YOU WILL REGERET USING OVERNIGHTPRINTS.com", I'm all over it.
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