CustomCat: Print on Demand

We wish the customer service would answer questions that were asked. Here were the three questions that we asked the last time:

1) read somewhere that says that shipping rates to Canada have changed. Correct?

2) In one of your tutorial videos, it says you [MUST] have a US return address. How is that going to work for non-US-based companies like ours (we are in Canada)?

3) We also find that the "Design Library" within Customcat is rather limiting. Same as mockup options. Can one make the designs from say "Placeit" and have the designs imported into Customcat directly?

The following is the triggered long-winded corporate sermon received, providing an answer to a question that wasn't asked. When we told them we were disappointed that they didn't answer any of the questions asked. We received no further response. Unfortunately, this wasn't the first time an answer was provided to a question that wasn't asked.

"We don't return items for fail deliveries outside of the USA.

"If you are operating your business outside the United States of America or do not wish to receive any returns to your address, please enter our address in your app settings:

"1300 Rosa Parks Blvd.
Detroit, MI 48216

"If a package is returned to CustomCat, for whatever reason including being undeliverable, it will be donated upon receipt. We will not be contacting you if your customer returns a package for any reason. No package should ever be returned, by your customer, to our fulfillment center.

"Our receiving department is here to get the blank product on the floor for decoration. We are not the intermediary between the customer and the seller so be sure to update your FAQs, return policies, etc. Your customers should never ship their decorated orders back to Detroit for any reason. It is very important that you reform your store's Return Policy. Any arrangements for returns, or exchanges, consistent to your posted policies on your websites, need to be handled between the buyer and the seller.

"We understand the importance of having a variety of options available for designing products and creating mockups, and we appreciate your feedback.

"To address your concern, many merchants use third-party applications such as Placeit.net and Smartmockups.com to create product mockups. After creating the products, you can update them at any time within your ecommerce back end in the products section."

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.

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.

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.

I'm not impressed. There are weird issues and no one answers at CC support. Probably they are too busy for new customers.

I don't recommend this company. I got some items for myself to check the quality and lets just say they suck! One shirt was blurry on the front, print on back was not lined up with base print to achieve the color, then faded after first wash. Second shirt about the same just front print was blown way up from what it should have been and the back was too small, as if they switched the sizes. After all that it took them a week just to ship my order and a week to get it, I paid them way too much for horrific service.

This is one of the worst services I've ever used, the production time is too long, I have ordered from December 3rd to December 17th I have not received an order tracking code, and do not know when it is received, the shipping rate is broken and too much confusion, poor printing quality, bad design interface, unfriendly interface, long customer response time, faulty printing, cut text, excessive blurring and inaccuracy of the original design position, no refund policy for the customer, lost in transit but not refundable, if possible I will give 0.001 stars. Too disappointed

Everytime, I attempt to download from my library, I get 403 - Forbidden: Access is denied. You do not have permission to view this directory or page using the credentials that you supplied. I am the owner...and also can't get any customer support for the past 4days. I have called, sent emails and still no help regarding why I am unable to download from my shopify/custom cat library after creating and uploading images. I would like this issue addressed. This is now the 5th day without contact or fix. Customer Service non-responsive and error is a problem.

I used CustomCat for two months. I wish I could give them zero stars. There customer service is all about placing blame on existing customers and avoiding any responsibility for their poor printing. I had ten initial orders. One of my orders had a different company printed on my shirts. I took my products to local printing shops. The owners I spoke to were shocked that someone would ship this poor product to a customer. Garbage shirts and horrible printing. I donated the shirts to the homeless. I am shocked that Shopify has not distance themselves from CustomCat. CustomCat is bad company for Shopify. Printful, however, has been very helpful during the process. Every shirt printed by Printful was perfect.

Slow customer service response times. (Often took more than 7 days to respond even after I follow up). They recently updated the app, so there have been a lot of payment related bugs.