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Customer service sucks. Been trying to reach out for 2 days and never heard back still. The reason why I am reaching out is that the order was submitted and has status "being fulfilled" in Shopify but there is no order reflected in KinCustom app. I simply need to know if they received the order and it's in production or I have to submit it manually. Now I wasted 2 days trying to simply get an answer.
More disadvantages: KinCustom does payouts only if the orders exceed $100 and u get paid once a month. Meaning, that if sold one or two items with them my money is stuck in a limbo? We don't use this app much , just for certain garments cause they are expensive and fulfillment takes forever. So now we cant get paid either?
Quality is not the finest. One of the customers returned backpack cause the zipper broke. I have never seen zipper breaking like that, it has a whole in fabric between the stich and zipper teeth.
I am writing this review because I hope someone will finally get back to me!!!!
Hi BeExtra! Apparel & More,
Thank you for taking time to leave a review and we sincerely apologize for the service you received. The lack of timely response from Customer Support is not the level of service we strive to provide. We recently identified some areas of opportunity in our system and have been taking active steps to provide a better service experience to our customers. Please email info@kincustom.com to give us the opportunity to make this right for you.
In the meantime, please check out these helpful resources for troubleshooting your Shopify orders. https://knowledge.kincustom.com/knowledge/importing-orders
There may be some misunderstanding regarding payouts from Kin Custom. This function was discontinued in January of 2022. We are no longer hosting shops on our website. We are only paid directly by you to fulfill your orders. Our prices are wholesale so that you can set your profit margin at the level you choose and receive payment directly from your customers.
We are sorry to hear you experience a product quality issue with the backpack zipper. Our fulfillment team works hard to provide consistent, high-quality products to our customers. Unfortunately, sometimes mistakes happen, and this is why we have our 100% Print Guarantee. If you experience a quality issue again, please let us know. You can review our policy, and the steps to report it here: https://knowledge.kincustom.com/knowledge/our-print-guarantee
-Kin Custom
At the beginning I liked this company a lot but with time I find that they are scams I get more out of it.
no customer can pay almost $ 50 in delivery costs and on the date of delivery he receives $ 25 from the delivery company. customer service, there is no yes really no customer service it's been 2 months I'm trying to understand the reason why they charge us so expensive but no one has the nerve to answer me and it's not the first time but more than 10 faith my first order was $ 1000. in this order some sizes were not correct. I contacted to explain! no one ever answers for you. in short I will report to shopify. if you want a good company for your product don't download this crappy app.
Hello FashionKila,
We completely understand your frustrations with customs and shipping fees! The fees are based on the destination and the regulations the country being shipped to. Different countries have import procedures which is determined by its custom’s law in the destination country, not Kin Custom. These rates are adjusted as regulated by those countries we ship to internationally. Because we are a sustainable handmade to order business, we know our cost may be higher compared to others, but we are committed to our ethical approach with minimizing textile waste by producing on-demand instead of mass production. We see we were able to address your customs fee concerns in previous ticketing, and we would be happy to address your sizing concerns if you could please submit a new help ticket inside Creator Studio. We are available Monday-Friday 9am-5pm EST and respond within 24 hours or the next business day. We appreciate your business and apologize for any frustration we may have caused.
App works fine. Easily able to load items. Selection of items is slowly growing and that is good. They provide high quality items that hood up very well.
Hi Rashaad,
We sincerely appreciate your business and want to thank you for taking the time to leave us a review! We love hearing that you have had a great experience with Kin Custom and see us as a high-quality POD supplier. Keep a watch on your emails as we continue to add new products to our selection!
-Kin Custom
I've had nothing but a great experience with this company. Their products are amazing as far as quality. I can't get over the samples I've ordered and I'm really happy with the reviews I'm getting. Shipping is always pretty fast. I've never really had to contact customer service for a serious issue yet. The one time I did have a question about the app they got back to me within 48 hrs which I find is reasonable. Overall I'm loving this app and its products.
Hi Amoureux Boutique!
We first want to thank you for your business! We are excited that you are happy with our handmade, quality apparel, shoes, and accessories! We pride ourselves on our quality and fast production times!
Most importantly, we appreciate you and glad you enjoy our sample program. Please remember, once you are pleased with your sample you will qualify for our discount program where you can save up to 45% on any purchase uploaded using our universal .csv starting at $60 (15%off).
Again, we can't thank you enough for your business and we are excited to see what you design next!
-Kin Custom
Kin custom has really proven to be a top-tier POD maker. They are close to blurring the line between wholesale and On-demand suppliers. My only critic is that they offer more options when it comes to their shoes. Would love the option to have alternate colors for laces, the mid and outsole (black would be a great option, my customers constantly request). Also, can we get more customization for the boxes? Don't know why you stop shipping boxes with the padding. More Sneaker designs, Please! Can we get PSD template options? the generator can be tricky and not as accurate. I would appreciate the ability to design the inner lining of the bomber jackets. I forwarded many emails to your staff in regards to this yet no definitive answer or help in regards to this. Can we get winter-ready bomber/ down jackets?
Better discounts for samples as well
Hello MoonLambo,
We sincerely appreciate your business and want to thank you for taking the time to leave us a review! We love hearing that you have had a great experience with Kin Custom and see us as a top tier POD supplier. We do take the feedback of our customers into consideration when we regularly review our product assortment, so rest assured that your requests for new products and enhancements to our tools are being heard! Please note that due to the nature of our Print On-Demand capabilities, we are not always able to consider certain products that do not meet our product guidelines, but we do review and consider them. Regarding your request for sample discounts, we do have an excellent discount program! You can find more information about the program here: https://knowledge.kincustom.com/knowledge/what-discounts-do-you-offer
-Kin Custom
Update: I was contacted by Kin Custom following my review. I have adjusted my review slightly but cannot do anything more until they have a working customer service; again, the products and printing are incredible. But this holds no merit if you can't reach your vendor immediately. There is absolutely no excuse for that in today's day and age. None. I am willing to change my review if Kin Custom ever gets back to me after the three inquiries I have sent them WEEKS ago. I have no phone number, no email address, and no chat box to try because they don't offer them. I NEED them to contact me or I will be forced to go elsewhere, which is HORRIBLE because their products, their branding sets...all awesome. I have never had a print issue, but you HAVE to be in contact with your customers. If I ran my business this way I'd be out of work in an instant.
Hi doublesolid-
We sincerely apologize for your frustration with our wait times and want to thank you your business. We are excited that you are growing. At Kin Custom, we strive to deliver on-demand merchandise with timely shipping that best represent your brand. We apologize that our Customer Experience Inquiries are taking longer than expected to respond. We are working diligently to correct this for valued customers like yourself.
With this said, we are excited that you love our merchandise, we pride ourselves on our quality apparel, shoes, and accessories and we like your style! We sent you an email directly to better understand and resolve your questions. Please make sure that we are not going into your spam folder in your email account to make sure that you are getting the quicker responses you deserve.
Again, we cannot thank you enough for your business and we are excited to see what you design next.
-Kin Custom
I should have read the reviews before I started to deal with this company. I order a sample that came half printed!! I sent an email to them to have this fixed I truly hope they don't take a long time to fix this as many of my customers are waiting for me to launched this design. So far I haven't had any issues so never had to contact them about something like this but from these reviews it look like I won't hear from them no time soon which is very unfortunate because I actually like how my products have been coming out. I should have known something was gonna be wrong because this order took way longer then usual to arrive. My products are worn by some of the biggest names in reggae music as well as featured in some of their music videos so I can not have misprints or in this case a half printed product. Please fix this ASAP so I can change my 2 star rating to a 5 star rating. **UPDATE**
They said they are going to help fix the issue which I appreciate because as I said this is the first time I've had an issue. I would suggest maybe an online chat feature for better customer service interaction but other then that things run pretty smoothly from design to shipping. I look forward to launching my newest collection.
Hi Jah Love Shop!
We are so sorry to hear that you had a poor experience with this order. We see that our Customer Experience Team was able to assist and issued a full refund for the misprinted item. We greatly appreciate your business and the opportunity to turn this experience around for you!
-Kin Custom
I planned on using KC for most of the products in my store but unfortunately, I am unable to upload my logo so I can’t have my own branding on them. When I try to upload the file ( 120 kb png, but I tried using jpg, too) it doesn’t do anything, just spinning. I tried using Chrome and Safari without any success. :( I am really looking for a solution! UPDATE: I got help from a very helpful lady and now my brand logo is already added. Can't wait to use their service! :)
Hi Belle Coccinelle!
Thank you so much for giving Kin Custom the opportunity to be your custom print and dropship provider! We are so sorry you are having difficulties uploading your logo! It is super easy and you can find a detailed video of the instructions in section 3:05- 3:45 Custom Branding here:https://knowledge.kincustom.com/knowledge/print-guide
If you are still having trouble after watching the video, please open a ticket with our dedicated Customer Experience team and they will be more than happy to assist! https://www.kincustom.com/page/contact-us
-Kin Custom
2nd Update on my review that I felt was important. It was my error in processing the order from my website. KIn Customs support services were great in responding quickly and walking me through to fix the issue with patience. Your team were EXCELLENT and I learned something new. I am new too this online business and I have much to learn. Your products are loved by my customers. Thanks
1st I really love your products and branding labels. My customers are having issues ordering from my website. I intergated Kin Custom to my Shopify; however, customers getting an error stating, "shipping not available for the selected address". When I went to your sight and added the same address it processed the order. I need my customers to shop from my website that's set up through Shopify. I need your help ASAP. The APP was easy to connect with Shopify but I need customers to shop your brands from my site.
Hello Floy's Fine Art,
We apologize that your customers are having trouble with the checkout process. It sounds like you need to adjust your shipping settings within your Shopify store. I also see that our Customer Experience Team was able to assist you and that you confirmed the issue has been resolved. We are love that you love our products and custom branding sets and appreciate the opportunity to serve your business!
-Kin Custom
This company shirt sizing is too small. If they went up to 7XL and had better customer service. I’d give them a 5 Star review with no hesitation. The biggest issue I have is inaccurate sizing. This company doesn’t care to adopt American sizing; making the user experience somewhat of a nightmare. Most of my sales come from Social Media as a impulse buy. If someone orders a XL and it actually fits like a Medium. That’s an instant charge back and a lost in a repeating customer. In the “Terry Crew neck pullover” I have to purchase a 2XL because the XL fits between a Large and Medium. Same this problem for the T-Shirts which only go up to 2XL. Which makes ordering samples problematic and a waste of money. Also, that excludes anyone weighing over 210 lbs a non customer. When you try to contact customer support it’s a waste of time due to the never being resolved. This company could be great if they’d only listened to the people who give them business. This company is borderline trash juice but thank goodness my designs are amazing.
Hello Visionary Color LLC,
We are so sorry to hear you have had a poor experience and want to help make it right! We do provide guidance within the product descriptions of each garment under Size and Fit suggesting to size up or down depending on the desired fit of the garment, as well as the measurements of the model and the size they are wearing. Our size charts are based on body measurements and do not necessarily conform to the standard of one country, as we are a global supplier. We strongly recommend ordering samples so you can better guide your customers based on your knowledge and experience with seeing the finished products. Please keep in mind that we also have a 100% Print Guarantee! In the event your product or your customer's product is misprinted, damaged, or defective, please contact Kin Custom AND provide reasonable proof to us of such damage or defect within fourteen (14) days of delivery. Kin Custom will promptly review your correspondence in order to determine whether such damage or defect warrants a refund. Our dedicated Customer Experience team is always happy to assist if there are any additional concerns with your merchandise. You can also find more information regarding the return policy here: https://knowledge.kincustom.com/knowledge/damaged-or-defective-returns
-Kin Custom