CustomCat: Print on Demand

I started using CusdtomCat when I first opened my store in August. At first seemed good. Orders reached customers in 5-7 days. Then on my test orders noticed images cracking and fading after just 2-4 washings. Then starting around holidays orders were taking 8-14 days to get processed. I understood that processing may take a little longer during the busy season but 10 days to get it processed when they say the average time is 2-3 days. I still have one that is going on 17 days that is unfulfilled. I tried canceling the order at the customer request as it was taking so long and he still had no tracking number. But it said it was in processing and could not be canceled. That was 14 days ago. Also, at one point during the holidays you could not even access the app or upload new designs. I contacted their customer support asking when orders would be processed. The auto response said it would respond in 24 business hours. I usually got what appeared to be cut & paste response in about 4-5 days which said it is the busy time of the year and processing time takes a little longer, then it was we updated our machines to process things in ½ a day. But apparently not my orders. Why would you upgrade the machines during the rush season-shouldn’t have been done before or after the season. Then got an email that apologized for the down equipment and would start getting orders out faster. Nope. Had order placed after this email and it is still there 10 days after order was placed. I am currently looking at other POD options as CustomCat failed me just as I was starting to get my business up and running right at my first Christmas season. Not to mention the refunds I gave while orders “processing” and telling customers to keep the shirts once they arrive just save bad reviews while my business is still in its infancy.

They often ship half a month late and poor quality of both shirts and the actual print. They are quite inflexible. Definitely recommend staying away from them, the 30 dollar a month premium is not worth it

WORST POD EVER. Don’t be charmed by their low prices. They are cheap but they worked cheap as well. Embroidery: so technically limited and optimized to reflect their price positionning that they ALTERATE your designs in the worst way with no respect to the creation. Direct to garnement: don’t care at all of proportions and when pointing their lack of quality, hiding behind their guidelines and that your files are wrong! Telling the issue may come that you upload vectors..but their guidelines allows vectors...ok. I bought more than 300 dollars of samples before (plus the custom fees to pay) and even with that I had 5 orders and 3 of them have been a total failure. Make yourself the best gift of all: RUN AWAY FROM THEM.

We installed this app twice. The first time we uninstalled it because we could not justify the monthly subscription fee - our sales on the items we sold through Custom Cat just weren't there.

When they offered the "lite" program that does not have a monthly subscription, we decided to reinstall the app, something I deeply regret.

1) The quality of their print/embroidery is absolutely unacceptable. They may be the company that makes/ships the product, but it's our brand, our website, and our reputation. Our customers sent us pictures of some of the embroidered hats and were stunned. There is no amount of apologizing that one can do when the quality is that bad. I wish I could attach a photo to this review. There were threaded completely outside of the design - thread colors in places that they absolutely did not belong. To their credit, they did reship - but I have zero confidence that the reshipped item has any better quality, based on our customer reviews of their products.

2) You cannot cancel an order. sure, their system says that you can, but that's an illusion - it's just so that they have some sort of policy that seems reasonable, but it's all fluff. We canceled an order on our end before it was processed into the customcat system. 3 hours after the order was canceled they processed the order and charged us for it... and still shipped it to the customer, even though it was canceled. We reached out to the customer to apologize about the quality of the item they were about to receive. It's that bad.

3) Customer Service/Canceling Orders Their customer service team has mastered the art of telling you that whatever problem might exist with an order is your fault. For example, I canceled a customer order a 1130 eastern, the processed said order at 0230 the next morning. When I reached out to them - they told me (copied from their email response).
"If the order was cancelled before our system processed, then the order would have not went through. If the order was still open, then on our end, we would have picked up that entire order at the batch time."
I have records of the time that the order was canceled and the time that CustomCat processed the order. I have proof from their system that shows that they processed the order after it was canceled... but my fault.

4) Customer Service - so, when you open a "ticket" for customer service you will receive an email. This email will tell you that a ticket has been opened and refer you to a website: https://helpdesk.mylocker.net/portal/home
But as a shopify store owner, you will not have access to this website. No login or password to view your ticket. When you send an email to orders@customcat.com as instructed by your ticket email, you will receive another email that says another ticket has been opened -- but you still can't access it. Eventually, someone will send you an email to tell you that you don't need it as a shopify owner because customcat is built into your shopify store. But there is no where to access the tickets.

In short -- poor quality, poor customer service, and overall poor customer satisfaction for both me and my customers.

The quality is really bad, products arrive dirty and the print job is really bad. Tried to contact the company for weeks wrote at least 20 emails - no answer!!!
Be aware!!!

Every design was off centered, crooked, and iron marks on the t-shirts. Horrible. Looking 4 new app.

I have used it for 1 month and feel it is very bad, 10 days without tracking leads to many customers' refund. Order status don't update. So very bad.

Update:
Company stating it was our design rather than their quality standards.
These same designs have been printed by several other print partners with no lack of quality.
Customcat misprinted each item and the embroidery was pathetic.
The replacement order had new issues that the first did not.
Double printing our logo in one location is not an issue with our design as they say. We followed the exact positioning guidelines & yet this issue still occurred. If they had any quality control process in place these inconsistencies would have been caught prior to shipping. If opaque areas of our design were an issue, AGAIN quality control could have flagged this prior to printing. This could've been as simple as contacting the customer to give them an opportunity to modify their design. If we could add pictures we would.
Placing the blame on the customer is ridiculous. Own your faults so you can fix/prevent this going forward.
Buy a new embroidery machine, the one you have results in blocky childlike handwriting. Unbelievable that you can stand behind what you produce.

__________Original Review Below__________

Placed a sample order before launching products on my store. The order took nearly a month to arrive! The print quality is awful. They must not check their products before shipping them to customers. The embroidery on the hat looked like a child's handwriting. The DTG shirts both came out botched. One had a misprinted line outside of the design area & the other duplicated the logo. You would think maybe this is a onetime flaw? No, they sent a reorder and it was just as bad, worse even. Both shirts had printing flaws in the same location as the first order and additional locations. The hat came out just as hideous as the first one. Absolutely terrible. So glad we didn't trust this company with our customer orders. We've had the same designs embroidered, printed & fulfilled by Printful & Printaura. The work by Printful & Printaura is flawless everytime. I cannot believe the lack of quality that Customcat produces. Why Shopify endorses them is beyond me.
I would not use this company again if I was paid to.
I don't recommend using this company to dropship your designs. If your customers receive the quality we did you will lose that customer guaranteed.

địt mẹ tụi lừa đảo
bố hận tụi mày
trucking lởm
ship chậm hơn 10 ngày
15-20% ko gửi hàng cho khách
địt con mẹ custom cat
fuckkkkkkkkkkkk

Some orders have taken over a month, they've sent designs from other shops to my customers and their customer service holds zero accountability for their mistakes (They went as far as to blame me for contacting the wrong department once)

The fact this is one of the fulfillment companies in which you have to pay a membership fee to lose money is crazy. I'm actually going to be shutting down my site because I have to re-visit my fulfillment options.

not worth it.