Printful: Print on Demand

Latest update: I updated my rating from 1 start to 2 stars because, after over a month, Printful was finally able to offer an acceptable solution to the problems I encountered with them. I will keep my original comment below for reference to help you understand why I cannot give it a better rating.

I used to love this app (been using it since 2015) but I had two problems regarding a large order for which I paid around $900 - one about the invoice they sent, the second about the fact that I never received the actual order.
Not only did they refuse to reship or refund the order but they added insult to injury to refuse to file a dispute with the shipping company that lost the package.

In the process, they also suggested I illegally falsify an invoice because "it might cause issues with accounting". Like, it didn't cause issues for my company.

So, they do NOT take responsibility for what they send and just politely refuse to fix anything. I personally will not use their service again.

Edit following reply from Printful: I have everything in writing and you did suggest I illegally falsify the invoice. You certainly didn't say it was illegal to do that but suggesting I modify the information myself on an invoice that I did not issue is illegal. Furthermore, you refused to file a dispute with the carrier regarding the lost package that was most likely stolen. I would have been open to repay for shipping but you kept on suggesting I re-order $900 worth of merchandise. I was certainly not going to do that after this mess.
For the invoice, I repeatedly mentioned that the mistake was mine from the beginning and alerted you as soon as I received it but I encountered the same situation with another printing company in the same week and they fixed the problem in less than 10 minutes.
Regarding the shipping of the actual products, you didn't take any responsibility for the fact that I never received it. I contacted the shipping company countless times and their only answer was that the expeditor (you) had to file a dispute which, again, you refused to file leaving me with no t-shirts for the opening of my client's shop and with a $900 hole in the bank.
I've been talking with you for over a month about this problem via e-mail and was waiting to write a review to leave you plenty of time to do the right thing. This reply to try to save your image in this product review page is another insult. This is deplorable.

BEWARE! After doing business with this company for nearly 2 years, since they began they suddenly started fulfillment in the EU, Latvia and now I have to pay the VAT expenses when my customers purchase from that territory out of the US. Not cool!

If you're a US company and you spend all your marketing and customer acquisition costs and then send them to purchase Printful's products, they make 100% of their money, but as the store we then have to either make very little or in some cases, we actually paid money and I'm not in the business to lose money, so I'm pulling all my skus from them and going to their competitor who does have this opt-out function. It's too bad!

Good app. Terrible customer service. If you need help, get someone besides Jerimiah H. He told me to give him an order number so he could investigate the issue, I provided it and he turned around immediately and said contact Shopify. The issue I had was with their emails and they did the best they could to mark the ticket solved and literally said "We are sorry we could not fulfill your needs...We wish you the best of luck". Customer service is all that matters these days, there are a ton of other options that offer the same thing Printful does, so I will be looking into those immediately to find one with customer support agents who actually try to solve your issues.

One of my customers sent pictures of the shirt they received with STAINS. During the COVID-19 pandemic you would think they would go the extra mile to make sure their products are SAFE for consumers. Really sad because I never had any issues with them in the past.

Disappointed
I have grown more and more disappointed with Printful over the last few months. I previously had another store that I used this app for and for the most part I didn't have any issues however, I am currently the assistant on this current store using printful and have had so many problems with billing. We have been around and around in circles between Printful and Shopify however, we feel that the responses have not provided resolution. The items that have been ordered and received have have been of good quality. We hope we we can get a better resolution or we may have to find another company to work with.

2 stars because their products are of good quality. However, if you ever need personal assistance from them, you're better off talking to a brick wall.
First off: Their design service is terrible. I needed a logo altered so it could be embroidered. After they were done with it, it was a completely different logo to a point where it wasn't even recognizable. I paid $35 for the service and got 2 completely different versions (contact me if you want to see the results).
Then, a package got lost in the mail, after it took 2.5 months to get shipped (I get it, COVID took its toll on the logistics). The package never arrived, although DHL marked it as such.
When inquiring about it and see if they could open a ticket/complaint with DHL, I was advised to talk to USPS (??) or place a new, manual order that I'd pay for myself. They wouldn't inquire at the carrier because their "current level of service" didn't allow for it.

They were right. Their current level of service needs serious improvement. I've removed all products from my store and am in the process of switching to a local print shop that semi-integrates with Shopify.
More work? Sure, but at least I get great service and can count on when I need it.
Would NOT recommend.

DO NOT ORDER ANYTHING IN BLACK! Initially I would give Printful 5 stars, but the fact that everything I order in black comes out faded now is beyond frustrating. I personally love black tshirts, and thats always my go to color for majority of my designs. Unfortunately everything I’ve ordered lately on black comes out looking washed. This is so disappointing being that the first few items I ordered (in black) were perfect. I’ve tried reach out to their support department about it, but I keep getting “thats expected quality.” So now I’m going to have to find another printer for all of my black apparel items. With Black Friday coming up this is going to throw me off my timeline of ordering samples and preparing content for advertisement.

If you care at all about the quality of products going to your customers, I wouldn't recommend this service. Quality control just isn't there. Especially on embroidery, lots of customer complaints, lots of refunds. Orders will be put on hold for no reason creating longer wait times for your customers. Not good all around when consistency matters to you. My advice, unless you're running a dropship only website, bite the bullet and carry inventory so you KNOW that what your customers are getting meets your standards.

The wait times have just become horrible. It has made me look extremely bad as a seller and lost clients. I've had to respond to so many messages and some not pleasant from some clients or now former clients. I understand the virus delay but a month plus is just absurd. I have another company on my site that does the same drop ship for me. They have been shipping on a normal time frame since it all + their pricing on tees is way lower then printful allowing you to actually make something, and their shipping is way lower. That itself is another dowside of printful is their shipping prices are off and cost our clients if not yourself the little but of leftover their is to make. Only reason I haven't made the full switch is which i will give credit to printful is their platform is a bit superior and they offer sleeve printing. Although at this point I may just have to pull the plug on printful it is just ridiculous. I would prefer to stay on if they could get back to pre rona status, but if this goes on another month i'm done. I can no longer stay on and continue to damage our image over this massive issue by printful. At this point I should just go to a local ship and print on demand that way. Way to many orders waiting in que not even in the printing stage, and it's not like this is a shipping issue. This is a massive fulfillment issue right now.

Pricing is too high in order to make it profitable and fulfillment and shipping time takes too long. The quality of the products is ok.