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.

My Mistake

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.

My Problem

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.

Complaint Button

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:

  1. Consumeraffairs.com: “Consumer complaints about VistaPrint.com“
  2. Smartmoney.com: “VistaPrint Faces Complaints Over Third-Party Bills“
  3. thestreet.com: “VistaPrint Can’t Hear the Knockin“
  4. Complaintsboard.com: “List of VistaPrint Complaints“
  5. PlanetMike.com: “VistaPrint Sucks!“
 
Post is included in group: LATE NIGHT - EARLY MORNING AT ACTIVERAIN
Post is included in group: Northern California Real Estate Professionals
Post is included in group: Real Estate Rookie
Post is included in group: Realtors®
Post is included in group: Social Networks

7 Comments on VistaPrint: How NOT to Run Your Company a Cautionary Tale

MAY
08
2009
451,406 Points 64 Featured Posts Localism Sponsor Outside Blog Called Shot Master

DEAN

Perhaps it would have been a "better deal" to have gone to a local printer since the time line factor was so important.  Many offer competitive prices and quick turn around (next day delivery) as opposed to using mail order. 
3:48am • #1
142,519 Points 7 Featured Posts

FLA,

I ordered cards via VistaPrint in the past with the understanding that the quality was subpar but the product was delivered on time. My local print options were never a resource for reasons I have already covered. Any product that is a rush delivery is usually considered a rush if it is overnight or 1-2 day. They had nearly 3 1/2 days to deliver. Worst fact was that the package was at the delivery company but they were unwilling to allow ME to pick it up because the Fed Ex workers had not "broken down" the loads. My cards were sitting less than 3 miles from my house as early as the night before I needed them.

No I am not blaming Fed Ex because it is VistaPrint who makes the decision on the carrier. As far as I am concerned they stink.

dean
10:38am • #2
MAY
11
2009
I ordered a bunch of checks with a 6-7 day delivery on it on May 1st ...it is now the end of day May 11th and still no delivery. I have searched their site to try to contact them only to face an electronic run-around. The web-site states to call their 800 number and when I do the automated system directs me back to the web-site!! At one point for some reason the automated voice was in what sounded like Japanese! Not sure what do do anymore. Exasperated.
Ralph
3:44pm • #3
MAY
20
2009
142,519 Points 7 Featured Posts

Ralph,

Welcome to my pain! I understand your frustration and I can't say I know what to suggest to you. My long term approach is to not use them again and move on to another printer. Best of luck!

dean
1:12am • #4
JUL
06
2009
142,519 Points 7 Featured Posts

To Whom it may concern:

It amazes me that I have received 2 so called "comments" from people admonishing me for this article. Each comment was left by people who did not leave a live link to their site, their name, or any identifying information.

Without this type of disclosure aka transparency, I am forced to assume that the comments made were left by Vista Print employees in an effort to discredit me.

Anyone who wishes to see how many complaints about Vista Print live in the blogosphere simply type the following keywords into Google:

"VISTA PRINT CONSUMER COMPLAINTS" You will find 496,000 queries returned about this company.

#1 on Page 1 is filed by the consumeraffairs.com department see the link here: http://www.consumeraffairs.com/online/vistaprint.html

No comments will be accepted without the proper identification.
8:16pm • #8
JUL
07
2009
142,519 Points 7 Featured Posts

Last communication on this post:

1. Google is the #1 search engine in the world

2. 70+% of real estate related searches begin with Google. Whether the links are relevant or not does not seem to matter to the public at this point

3. Type in keywords "Vista Print Consumer Complaints" and 4,440,000 queries are returned

4. My article sits at #6 page 1 on a Google Search for "Vista Print Consumer Complaints" as of 7-7-09

5. ConsumerAffairs.com has an entire library on Vista Prints questionable practices and makes a solid case for not doing business with them

6. I am a not trying to topple or bring down a multi million dollar company--I am just a blogger

7. My opinion and activisim was displayed in my blog post

8. I have the right to my opinion as you do. I also have the right to my publication of the FACTS in the manner that I was treated by Vista Print.

9. Anyone who wishes to publish their opinions or experiences here or in the blogosphere have that right

10. Poor customer service, lies told over a phone call, anything in writing or not in writing are not the end all be all to a situation. It's called customer servide for a reason-and when a person is not given a voice nor given the recognition for their continued patronage, WE all now have the power to react accordingly.
12:58pm • #11
142,519 Points 7 Featured Posts

Del lets just agree to disagree. This is a waste of your time. On other subjects we may be in the same camp and completely defend each other's positions. It's run it's course-thanks but enough is enough
1:35pm • #13


What does the graphic say?
Leave a response…

(optional)
Spam Prevention:
 
A%20dean%20pic Rainmaker_large

Dean Guadagni

San Rafael, CA

More about me…

Inner Architect

Office Phone: (415) 485-6961

Cell Phone: (415) 342-3646

Email Me

Dean Guadagni is the Business Director for Inner Architect a social media marketing agency. We help businesses, corporations, and entrepreneurs understand how to utilize Web 2.0 and social media tools to deliver their value message. We perform diagnostics, create social media marketing plans, implement strategies, measure analytic information, as well as provide retainer based ongoing maintenance. We utilize direct marketing targeted strategies to measure our clients' message effectiveness and their ongoing engagement with their audience of consumers. This blog is an extension of http://Innerarchitect.com and my business self help real estate blog http://deansguide.wordpress.com. I write about business self help, networking, marketing, and branding. Interspersed within this core content are the techniques and tips on how to use social media like Linkedin and Twitter as well as your blog as the hub of your efforts to gain exposure and recognition with your target audience(s).


Listings

Links

Archives

RSS 2.0 Feed for this blog