Avis (547)
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I've been using CustomCat for several months. We had some bumps in the road with a couple of my orders and I previously posted a poor review. It's time for an update. For the last 3 months I've had access to an account rep, J.T. who has ensured all my large orders were processed timely and responded quickly to a quality issue I had on an item in a large order. Product price and selection are far better than their competitors.
I have not started selling but CustomCat has already earned all my sympathy. Great products, great mockups and the best support team I have seen for a long long time. I just miss the possibility of keeping products ready to upload or edit, and an easier shipping setup. Still, I have checked many POD apps and this is the best by far for me. Just go for it.
My name is Leonard, and I really like the CustomCat app. First off it was really easy to use, second anything that I was unsure about I contacted the company and they walked me through it step by step. They were very patient with me, I will make sure to recommend CustomCat to all my friends!
We have many customers who receive items that we do not even offer from CustomCat. Many customers do not receive the items at all. Many customers report that the print washes off after one wash. Don't even try to reach out to customer support, it's pointless. After selling 3000 shirts through CustomCat, this will be our last year using their service.
UPDATE: When we requested refunds for the countless amount of misprints/unshipped orders, this was Custom cat's response:
First of all, I actually do get to make that decision. This is our policy. We have a 100% replacement policy. We made an exception to this for the holiday season for unique orders. Second of all, I hope you understand that this is a partnership here. We expect you to give respect to us just like we give respect to you. This is a professional, mutually beneficial business relationship. Thirdly, to reiterate, I HAVE refunded you for this order. Starting next week though, we are back to the normal replacement only protocol. You also, normally, need to provide us with a picture of the defective garment.
If you do not understand this policy, I would have you STRONGLY reconsider working with us, because if you dispute charges because you want to and you disregard our policy on refunds, we have the right to close your store down.
Brett
Hi. I am sorry you experienced this. We are very proud to operate at a 1% replacement rate so for every 100 order you may or may not get one order that needs to be replaced. Although, we are always working to bring this number down due to improved processes. As for customer service, we have a support team AND a customer service team. Both teams will respond to you in no more than 24 hours (48 around Christmas time).
My experience with Custom Cat has been very negative!
-I placed a sample order on September 21st (just ONE product)
-The order did not process until October 7th * (11 business days later)
-As of today, October 14th, sixteen business days after I placed my order I still have not received the order and Custom Cat has been less then helpful and they are very slow to reply to messages.
This is the second sample order that I have placed. The first order took a long time to arrive and I was very disappointed with the quality. I figured I would try another product and the experience has been even worse! I am so happy that they have shown me how they do business as I can avoid making a huge mistake with my company!
* There was NO communication on my delayed orders and my billing and address was were up to date.
Hi Aimee - If we can not process an order for reasons like funds not available or a missing/incomplete address, we automatically alert you via email and the order is displayed in your error queue in your dashboard. The order you are referencing was processed on the 7th of this month. Its the 1st order using a new embroidery file so we paid to have that artfile digitized for embroidery. We ordered the hat on the 8th, it arrived on the 9th and was embroidered and shipped on the 10th. Please reference your CC, or shopify dashboard, for tracking because that order did ship last week. Our stated lead time is 2-3 business days but currently, our average fulfilment time is 1.5 business days.
I used this app to upload and manage my designs. The application was very easy to use and very user friendly. The issue that I ran into was the long delivery time and the quality of the graphic print on fabric. None of the print that was placed on my t-shirts and hoodies looked crisp, even when I made sure that the resolution and dpi was correct and that the image was of high quality with basic colors. At first I thought it was a one time issue, but it continued with every order. The quality of the print just seemed to be sub par. In addition, the customer service seemed to be lacking. Many of the customer service reps seemed to be irritated by my discontent of their poor printing standards. Because of all of this, I do not recommend using this company for t-shirts, hoodies, and any other apparel.
Thank you for your review. I see your last order was submitted over 100 days ago but I do not see any support tickets, or seller support views in your order logs for any specific order issue? I'm Mike Blotkamp, one of the cofounders of CustomCat. Please email me the order info that concerns you and I will do my best to help. My email is mikeb@customcat.com. Quality is very important to us too and I'm happy and available to address your concerns.
if i could give them -5 stars I would. Unless you want to have to replace every item for crap print quality or terrible embroidery, hard pass on this one. theres pleny other POD companies that do quality work and actually QC thier products before shipping. This company has cost me thousands of dollars in replacements because of incorrect colors and just flat out embarssing work.
in response to the comment below. the wrong embroidery color was only the final straw in literally every project being an embarassing mess. I am not new to the embroidery or POD worlds. the work you do is absolutely substandard.
Hey this is Geena, we have been speaking for the last couple of weeks through support tickets. We understand your concern regarding the thread colors in the recent embroidery order. We do our best to make the design guidelines/embroidery rules readily available and have a standing offer for sellers to email any specific art files to our support team (contact@customcat.com) to confirm that they are conducive to our embroidery standards.
I also see that Brett has reached out to you. Hopefully we can come to some sort of resolution.
CUSTOM CAT IS THE BEST. We've been with custom cat for a while now and their customer service is great.
I think CustomCat are great. Shipping and fulfilment is fast and customer service respond when I need help. Very reasonable prices as well - keep up the great work :)
I make about 600 sale this Father's day 2019, most are mugs! All order fulfill within 5 Business days, most of them fulfill in 2-3 days. Customcat even works on the weekend to fulfill my orders. The rate of the low quality and broken is 1% and Customcat send all replacement for me! Thank you so much Customcat Team! You help me so much