Fuel: Print on Demand , 리뷰 279개

From SO GOOD to so VERY BAD. Before 03/20 everything are ok but from that until now production time takes too long time, customer support are very bad. they don't even reply even after 24 hours. I won't using it anymore

This is the WORST POD company you can rely on. They do NOT ship the orders out on time and always have delays. The new orders will ship out sooner than the old ones. Totally unreliable. If you want to have the POD supplier that can rely on this is NOT for you because you'll always have problems with your customers. We had 1000's of orders with them and I won't recommend them.

Update (4/1/2022): Fuel used to be fantastic for its price offerings, but today prices rose as much as 30% on some items. As someone who buys blanks for a living by units in the thousands, I know the rates they can get them for. Super unfortunate that we will be taking our business elsewhere now for majority of our items.
Update (1/8/2022): I want to to love this POD vendor so badly since there rates and interface are good, but it seems like every month theres a new issue. Lately they have been sending emails to our already massively jammed email inbox when something is out of stock, and they only give you two days to respond. They used to just put it in the "error" category and it was so much easier, we would swap it for a new garment on our own. Instead, we miss some of the emails, don't realize orders are cancelled, and then customers are mad they have to reorder (and we had no idea for weeks). Also - they are way behind the ball compared to other POD vendors when it comes to adding more variety. For instance, they only have 2 "low tier" hoodie options, when for most sellers those are the most profitable items. I have asked for over a year for them to offer a mid tier/top tier hoodie blank. Also - don't even thick about doing hats or beanies with them - they take weeks to produce and by the time they get to production, the color is 9/10 times out of stock. We just today switched to a new vendor for hats and beanies because this was a daily issue.
Update (12/9/2021): Quality seems to have improved, have had under a .5% return request rate over the past few months. My only complaint still is the major out of stock problems we face with items like hats, select colors of blanks, etc. Lastly, and most importantly, they have a very limited selection compared to every other POD vendor. They only offer 2 hoodie blanks... like come on there are hundreds of blanks out there that could easily be stock, especially a "better quality" one compared to Gildan. We still have to use other vendors to get those nice hoodie items, and therefore charge our customers who buy multiple items for shipping twice since it cannot all be done on FUEL.
Update (6/19/2021): Quality is not good, had an issue last week and this week. Made a 13 item order, and 8 of them are faulty. Not sure how 8 faulty items are able to sneak by quality control, that must not even exist. Print on them is off centered, front and back, as well as sizing wrong on many of the items. Should not have to worry that my clients are going to make a big order and half of it be faulty. Get what you pay for, now looking for new POD vendor.
Update (6/16/2021): Finally, things are mostly back to normal. Shipping is back to normal speeds, MOST items ship within 7 days. Sometimes faster. They did just raise shipping prices which is unfortunate but its the way of the world. Going to keep my rating at 4 stars permanently until they expand their product offering in the categories that matter to the influencer business such as sweatpants and shorts. Also, limited products in the hoodie section (top sellers for influencers). Wish they had a garment like Independent Trading Co or another midweight hoodie, the blanks are only a few dollars more wholesale. A lot of their competition offers it and sadly we have to use them for those products, and therefore have to charge our customers for shipping twice, damaging the customer experience. Would love everything under one roof. Another feature that is needed, custom neck tags. Our business is going to be at the point within the next 3-4 months where we require custom neck tags to uphold the brand identity as we hit new follower milestones, so hopefully they adopt it soon or we will have to jump to a new platform that can accommodate our growth.
Update (6/4/2021): Fuel seems to have fixed the MAJOR issues they were having with production, hopefully that does not happen again. If it does, will definitely be my last straw with their service. That being said, they have returned to normal fulfillment times. It seemed like only when I mentioned that I was so unsatisfied that they started to care about giving me updates about the 30 day delays. I had to ask for refunds for old orders when as a company that should be automatic. They need to focus more on being customer centric and I think then they could become a top POD company, but they are long from there. I should not have to ask about refunds for things that should be so obvious especially when we do over 10,000 products a year with them. They also need a wider selection of products to compete with the other POD companies. For hoodies (top seller) they only sell "low tier" hoodies, and do not sell shorts or sweatpants of any kind. Those are major staples in our industry and are now getting those made by the thousands by an overseas vendor and using a 3PL. Wish I could have everything in one platform.
Update (5/6/2021): Wanted to give them the benefit of the doubt, but we officially hit having orders that are 30 days old, which is completely unacceptable. No clue how it takes 30 days to put an item in a printer. We have started to shop around for a new vendor, but the process of transferring all our orders would be a pain. They refuse to issue refunds for super old orders as an apology which is crazy, so I decided to refund the customers that are this overdue at my own expense, and eat the cost of the item since I still want them to receive it and provide good customer service. Hopefully they can return to normal turnaround times soon or else we will be forced to leave Fuel out of respect for our customers.
Original Review:
Quality: Not bad for the price. The print comes out right 98% of the time. We have shipped over 7,000 items from them this year and I would say we had issues on about 100 of them. Shipping: Shipping, especially international, can be super slow. Some international shipments take at least a month for delivery. Domestic can be quick, depending on where it ships from and if it is DHL ecommerce or USPS Priority. Turnaround time: This is my biggest complaint. Sometimes they ship stuff out in one day, sometimes it takes a month. We currently have 8 orders that are almost 30 days old. That is not acceptable for any business, and I wish they would recognize that and give some refunds like any other proper business would do. Customer Service: Respond pretty quickly, but sometimes they have a hard time understanding what I am asking for. I think the customer service is international based. The App: The app must be accessed through Shopify, you cannot access it on a standalone website. The system is relatively dynamic, but when you try to change existing items, etc, it gets pretty complicated. Luckily their FAQ gets updated somewhat frequently. Overall: If they could just fix their turnaround time, or at least be sympathetic to their customers when they get promised from customer service that are not kept, they would be able to compete with the big players in POD. I work with other clients that could bring them thousands of orders per year each, but I am refraining from bringing them over to the FUEL because of turnaround times.

I've been using this app since March 2020, it was great for the first couple of months but lately, customer service become the worst. They won't help me with my issue with the app even tho Shopify told me it's the devs issue, not Shopify and they started charging 2% for refunds because THEIR payment processor is charging them that fee!!! like are you serious?? we all get charged fees from our payment processors. like how about this app give us discounts because Paypal charges US fees? I wouldn't even complain if the fulfillment times were accurate

Be forewarned. This company censors your free speech. They will randomly cancel orders and not even email you. They have become political and they are also now using AI to go through your designs. They earned hundreds of thousands of dollars from our company over 11 months. Now, they want to be the police of what you can and cannot create (even if you have a graphic artist). I used to be a HUGE fan, but my loss of customers has been so great because of the way they have handled things and small businesses can't take their delays and censorship. My company can take the nearly $100k that Fuel earned from our sales and give it to a provider who will not censor based on whomever is printing the apparel.

This is an update of a 5 star review I gave FUEL more than a year ago. I believe that the rating was deserved back than. Sadly, and rather strangely, in the past couple of months FUEL has gone from one of the best POD companies to one of the very worst, in every way. The biggest problem is extremely delayed orders with no explanation and apparently no caring. I still have two that are over a month old and haven't been shipped yet. Customer service used to be exceptional. Now it is almost non-existant. Yes, they usually provide initial responses reasonably quick, but they are mostly canned and of little use if not downright misleading or false. Print quality used to be reasonably good, not many complaints. But from what my buyers have told me over the past two months - the print quality is not at all reliable any more, many complain that they are washed out looking out of the box, and fade more each time they are washed. And I am aware of at least three situations where the wrong shirt was sent. Right image, but not the brand or style that was ordered, the shirt color isn't the same as what was ordered, and of course what was sent was a cheaper product. I could go on with other issues but the causes are unknown so in trying to be fair I won't mention them. I suspect one of the problems is that FUEL is relatively new, and as they grow it seems that they are incapable of handling increased work load. They aren't even issuing refunds like they used to. Come on, more than a month 'in production' and won't cancel or refund? I've been getting rid of all my Fuel listings - recreating and moving them to other POD companies, which at least thus far have been better in every way - surprisingly, even cheaper. I won't mention names because that isn't the purpose of reviewing FUEL, but if you care about your business reputation, you should use someone else. I'm spending many days deleting and recreating elsewhere, but what choice is there?

Bad quality. All of my order is not shipped after 1 months. No one help me and support. That is really bad experience for me.

Avoid at any cost. Read and don't dismiss these comments. Worst POD vendor I've used. Poor mgmnt. Incapable of processing orders in the order they receive them. Orders frequently get "stuck" in their system or so Max says. They don't care appear to care about small companies. They likely process orders from their bigger clients first. They perform maintenance without warning and then cause massive shipping delays. Shopify should be ashamed for allowing this app on their platform. Take your money elsewhere. Lot's of POD apps out there and Fuel shouldn't be on your list of options. Shopify clearly doesn't vet the vendors providing services on their platform or this company wouldn't be allowed on it.

**UPDATE** After over a month waiting to be fulfilled, I requested a cancellation and refund for several orders, only to be ignored. I had to refund the customer. Now it has been shipped. If they follow their previous actions, they will eventually respond to the email to say "Sorry, it's been shipped now".
Fulfillment times are hit and miss. I understand that due to COVID 19, many POD are experiencing longer than normal processing times. However, my issue with this company is quality, consistency and customer service. Orders placed almost 3 weeks ago will still be "in production", but orders for the exact same shirt and size placed later than that will ship first.
I have written into customer service regarding several issues such as: several wrong shirts being sent, design on shirt being off center and crooked. Also, a customer sent in a photo showing how bad the shirt looked after just one wash. Customer service will not respond AT ALL after weeks. I have ordered sample shirts myself. The first samples were fine. The second sample was just plain black text on a shirt and almost completely washed off after one wash. It's one thing to have long fulfillment times, but when the customer finally gets their order and it's bad quality or completely wrong and they do nothing about it... that's the problem. Absolutely would not recommend.

The customer service is terrible. They will NOT ship your item within the timeline set on the website. You will have a angry customers. It's not worth the $3 cheaper prices. What a damn nightmare. Customer service was god awful, after I saw that my order didn't ship in 10 days, I asked for a refund. They told me we can refund the shipping fee. So they suggested never sending my order and refunding $5. Amazing. I wish that receive the same level of customer service that they provide. Thank God for credit card dispute process.