I am a graphic designer and I've been in the industry for 4 years. I've worked with plenty of printers and understand standards for print. I've also been in the customer service industry for years and have become pretty good at dealing with customers/ customer service reps and understand how important attention to detail can be when printing large amounts of products.
I found Scalablepress.com through a simple search for t-shirt fulfillment on google. I made an account on their website and within a few weeks, someone was contacting me about ordering some samples. Her name was Alicia and although my experience with her was at first a little rocky, I gave her a shot. I really liked the fact that the company gives you a personal account rep. A lot of other companies will simply have you email them when you need something and then you have to wait a week while they respond.
Alicia seemed to fake her interest in my company only to pull in clientele. Not a problem. I don't expect people to have interest in my business so long as they come through with quality merchandise. However, I noticed after the first day of contacting her that the email response rate was very slow even for thinks that required immediate attention. She gave me her direct extension and I found that the same was true with voicemail responses. I would have to constantly contact the company in order to get a response.
Eventually, I ordered a large order because their price was so low. Immediately after I made the order, I found lots of reviews on google explaining how Scalable Press is not a good company and how a lot of other people were dealing with poor quality garments.
I contacted Alicia to cancel my order (phone and email) and received no response. So I contacted another sales rep named Alexa who ensured me that their prints would be perfect for me. Alicia contacted me two days later ensuring me that the shirts would be okay. TWO guarantees.
The next day, I received an email from Deacon with an attachment stating that they had lost my artwork and would appreciate it if I could send it again. I opened the attachment. It was someone elses artwork entirely. So you lost my artwork and this is your best guess as to which one mine was? I resent my artwork and print specs for the t shirt order. I received no response regarding what happened at this point.....okay.
I looked in my order cue 8 days later and found that the shirts were still not shipped. I contacted Scalable Press regarding this and they said that they ran out of the shirts that I had ordered and were waiting for more to come in. Great, but isn't that something you should contact me about immediately? A day later, the shirts were marked as shipped. It took 10 days for me to receive my shirts. This is a company that boasts a 72 hour shipment on all orders. I understand that 72 hours is pretty fast and I don't expect that to be the case, but 10 days? C 'mon. Just be up front with your clients and you won't have people complain about this sort of thing.
Finally I received my shirts. Both Front and Back Artwork dimensions were incorrect. They also changed my artwork. Never in the printing industry with a printer change your artwork without asking your first to do it yourself. So I have no idea how this came into play. They added black behind what should have been an all white print.
i contacted them about the incorrect print. They offered me a reprint.I first wanted to know who decided to change my artwork and why their print dimensions were a complete failure with every order. I asked Alicia and Elmira (another employee working on my account) to have this question answered before I continued working with this company. Neither of them responded to me before I lost my patience and called demanding an immediate refund for all of my orders.
Overall, I wasted two weeks of order time, plus about 10 hours of working time dealing with this company. I want to assure anyone reading that I have dealt with plenty of printers in my time working in graphic design. This is by far, the worst I have dealt with. Save yourself some time and work with THEPRINTFUL.COM if you are using by-the-order fulfillment, or any number of local printers if you need to do large scale orders.
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