CustomCat: Print on Demand

We are just getting started with POD on a couple of our stores and CustomCat came HIGHLY recommended to us actually by two friends in the business. Right from the beginning it has been a pleasant experience for us. The app has made adding the products to our store very easy with all of the variations that we need. The tutorials are excellent and each time I needed assistance someone was there to help. We are very happy with CustomCat and highly recommend them. Looking forward to a long and profitable future with CC!

CustomCat is a great service! To put it simple, they have tons of products and the prices cannot be beaten. The quality of their DTG print is also far superior to what I have experienced with other on demand print companies. I would definitely recommend working with these guys if you are serious about your business.

I love their products and they really work on behalf of their customers. I do think their design lab is not as easy to use as others but their product line is amazing!!

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."

Loaded app, attempted to follow instructions to configure shipping, but the instructions were outdated. Email support several time and never got a response so had to delete. Was super exited for the speed and the prices, but can't rely on a firm that zero support capabilities.

The app has too many critical bugs. Many features don't work from screen to screen. It locked up my system and had delayed response times. Really slow at times. Wasted a lot of time working my way in and out of the features and adding products. Biggest issue beside the slow response and system lock up is that the fields for entering in product name, selecting colors and sizes, adding to collections and adding tags doesn't work. You input the data and make selections then save and move forward and all the inputs are gone. And from the next screen if you enter it again, then push to store it doesn't hold changes. So you have to then go make all the edits in Shopify again. And if you are doing multiple products all at once that is very time consuming (not to mention the wasted time doing it on the 2 available screens when designing product). I sent a bug email and they didn't reply. Then when I mentioned it in a different email, they said app doesn't have major bugs - seriously test your app!!! I placed 2 sample orders, the first one took 2 full weeks to arrive. After shipping tracking number was sent it took 3 days to see any progress. Then an additional 4 days to arrive. The 2nd order didn't even get transferred into their system. They said it was a web hook issue and that this is common with new customers - again, fix your app. Email response take a day or two. Didn't get the sense they cared at all about my issues or concerns.

I have several apps in my store. I never bother to read the user guide for any of them. They are intuitive and designed with ease of use in mind. This app has a terrible UI. I tried a dozen times to get my logo file uploaded. it meets all the file criteria they have in their FAQ. Once i finally got it to load and show up. It disappeared. I dont have time to mess with an app that is buggy and poorly designed. Its a shame, I really liked their products and would have sold them if the app wasn't a POS.

got 1 order, 7 days later no order, no communication telling me the item was out of stock, I had to open a ticket just to find out 6 days later but my customer had to get refunded.

Their pricing structure is insane and does not compare to any other print on demand service. Their pricing is no different from other POD companies (maybe on one or two items) who don't force their customers to pay $35/month. I also don't like that you can't place a manual order and must add every product to your store. They need to have that option and lower their monthly subscription cost, or at least an introductory rate until you get your site up and going. Their app is also very glitchy and not user friendly.

Customcat has helped me take my small home business to the next level. Q4 2021 was my best yet because of quick turnaround and customer satisfaction. I can't wait to scale it even bigger this year. Alex is the man and I couldn't have had the success I am having now without his help!