How not to run your business is often too well documented online and in the real world. The problem occurs when we are victims of poor service, uncaring people, or unmatched promises. After my experience with Vistaprint last week, I can honestly say that I will never ever buy another product or service from that company. I don't understand anything other than the fact that when I asked if they wanted to keep me as a customer, they provided me a resounding no--as in NO REFUND.
The following is an article I wrote on my blog deansguide which outlines my experience in broad strokes. I did not go into detail as I did not feel it necessary. Suffice to say, my experience was so bad I had to write this post, become an evangelist against this company, and an active
According to Consumeraffairs.com VistaPrint has many dissatisfied and angry ex-customers with complaints aka nightmares ranging from customer service to billing. VistaPrint is a low budget, high promise printer. Vistaprint.com makes it’s living, not on the quality of it’s products, on the shipping fees it charges for it’s orders. With the knowledge VistaPrint was all about the “delivery”, I assumed that they would be able to print and deliver my cards to my home before my deadline: WRONG.
Three (3) Business Days?
We placed our rush 3 business day ship order on Monday April 27 with the idea that Vista Print would deliver our cards in 3 business days ie. Tuesday, Wednesday, Thursday with the product arriving either Thursday April 30 or the morning of May 1, 2009.
When we ordered the cards, we did not read the fine print which states that orders placed after 5pm PST would be placed as orders for the following day. Consequently, Vistaprint’s promise of a 3 day ship would give up to 5pm Friday May 1 to deliver our cards.
We needed business cards for a conference that we were speaking at in San Francisco. We had to have the cards no later than 12:30pm Friday May 1. When we had to leave for the conference, our cards were no where to be found.
Vistaprint’s Solution to My Problem: No Customer Service
I called asking for a refund on my shipping fees of $30.80 (3 business day rush shipping). I was told by a customer service rep that they could not help me and they fulfilled their end of the “contract.”
I pointed out that 3 days is not a rush in my opinion, that $31 for shipping is not cheap, and that the cards never arrived in time for me to use them. The answer to my plea was simple and stern: NO REFUND.
Final Offer: Remain a Customer or Leave
My final offer was simple and one that I have made in the past when I felt I was getting the raw end of a deal. I offered to remain a Vistaprint customer if they provided a refund on my shipping fees. I promised to be a consumer affairs advocate fighting hard to highlight the no customer service I was receiving if they denied my request. Guess what happened?
Top 10 Page 1 Google Search: “Vistaprint complaints”
Here is a library, and it is so much longer, list of the complaints detailed and often lodged against Vistaprint:
- Consumeraffairs.com: “Consumer complaints about VistaPrint.com“
- Smartmoney.com: “VistaPrint Faces Complaints Over Third-Party Bills“
- thestreet.com: “VistaPrint Can’t Hear the Knockin“
- Complaintsboard.com: “List of VistaPrint Complaints“
- PlanetMike.com: “VistaPrint Sucks!“