I placed an order with Orbus on May 21 for 4,2 sided flags. I loaded the only template available which was for a one sided flag but noted that they should be 2 sided. I loaded this to their website as they request and provided the name of the file. I was told I would have a proof within 24 hours. This was why they got the order over another company as I was going to be out the end of the week.
On May 22 the art department pulled the wrong file, it was a different name and for a different product. They sent me an email stating that I had not loaded the correct file. I responded to both the art department and sales via email and provided the correct file name again so it could be located on their website as well as the file (again) via email. I did not receive a proof within 24 hours and was not able to be out of the office as I had planned.
On May 23 I received the first proof. The side of the flag that I submitted on the template was correct but the art department put grommets through the logo on the second side of the flag. I requested a template for the 2 sided flag, again, and was told that there was not one available so I laid out the. Jpeg proof that they sent over correctly and sent it back along with a written explanation of the ad standards. The art department asked if we could go over it on the phone so I spent an additional 20 min explaining the ad standards via phone. When I received the second proof the side of the flag that I submitted was still correct but this time the art department had cut the top of the logo off completely and left white space on the side of the flag. I explained the ad standards again, referred them to the corrected image that I sent over and offered again to lay out the second side of the flag myself if they would provide a template. This time they provided a template and informed me that there would be and additional charge for submitting new artwork and they may have to push the ship date back. I again pointed out that I had submitted the only template available and was withdrawing my offer to redo the artwork a third time. I again instructed the art department to refer to the correct image that had already been submitted and logo standards. I again offered to go over the logo standards if they were not clear. Sales was copied on all of these emails. I think the sales department got involved at this point, the third proof was correct but the art department blamed the issues on me for not submitting both sides of the flag and requested that I do so for future orders and copied sales on this message. I again replied to both sales and the art department and pointed out that I loaded the only available template and I did provide a correct image of both sides of the flag for THIS order.
Sales apologized for the fact that there was no template, there was no reply from anyone in the art department and no resolution.
As a side note I am also a graphics professional, this is just an item that we do not make in house right now so I was purchasing it to resale. NO ONE in this industry whither they are in sales, production or art should have been satisfied with the sloppy, careless work sent to me by the art department at Orbus. It added insult to injury that they did so not just once but twice and after they had delayed the project a day by pulling the wrong file and just blamed me rather than making an effort to find the correct one even though the one that they pulled did not match the file name I provided and was for a different product. NO ONE that is QUALIFIED to work in an art department would have put grommets through a logo or cut the top of it off even if the logo standards had not been explained. Im willing to allow for someone to have a bad day but it happened twice and the two sides of the flag were side by side on the proof it was obvious to anyone that cared that the side completed by the art department at Orbus was incorrect, the correct image had been provided, the art department was not capable of copying the correct layout. Sales was also copied on all of the emails, no one cares.
The sales staff that I worked with was fine, they did not answer their phones when I called and did not return voicemail but the operator did get them on the line when I asked. They responded to email most of the time but too slowly in my opinion.
When it came time to ship they were very accommodating to my client that decided to have the items shipped overnight instead of regular ground. However, when I received the shipping notice they had shipped it to me when it was supposed to ship to my client and this was not worth the overnight up charge as Im over an hour away from the client. More phone calls and this was fixed but it just added to the many things that went wrong, wasted more of my time and of course there was no apology.
Also they will not estimate shipping costs. The shipping and handling charge was quite a bit higher that I expected.
I sent an email outlining my concerns as well as the proofs that had been sent to me and forwarded the unprofessional communication from the art department to the head of the sales department and the head of the art department. There was not one aspect of this process handled correctly by Orbus. They did not reply and charged my card which indicates to me that this is just the way they do business.
I strongly encourage you to stay away from this company. They are highly unprofessional and do not care. There are several other companies that offer the same products for resale, but if it came down to not making a sale or working with Orbus again I would have to tell my client I could not help them. I would rather loose one sale than ruin my reputation by depending on this unprofessional company that does not take pride in their work or care about their clients.
0 comments