Subliminator , 125 recensioner
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They took way too long to send my products, the checkout process was confusing, I do't know where one of my orders went, the process was confusing.
Hi there!
Thank you for taking the time to provide us with your feedback. We sincerely apologize for any confusion you experienced during your order with us. We aim to maintain transparency about our fulfillment and shipping times, which for your order, were completed within the standard timeframes (your actual order: 5 business days production, 8 business days regular shipping) we promise to our customers. However, we understand that every customer's experience is vital, and we're here to make things right.
If you have further questions or need assistance, please reach out to our support team at support@subliminator.com, and we'd be happy to clarify any part of the process or assist with any other concerns you may have.
PS: We provide express shipping options as well which would increase the speed of delivery substantially.
Used Subliminator for some items in our clothing brand lineup over a year ago…customer service was pretty much non existent then. Decided to give them another try but hadn’t uploaded ANY of their products on our website. They literally just attempted two charges of $276.00 within the last few minutes…but my bank caught it.
Hey there,
We're really sorry to hear about the trouble you've had. We can totally see why this could have been frustrating. You know, our support team's always ready to lend a hand - we've got a 24/7 live chat to make sure someone's available whenever you need help.
You've got a point, though, when it comes to the automatic charges. That's on us. When subscriptions aren't cancelled, they remain active and this can lead to unexpected charges - we totally get how that can catch you off guard. We've heard this feedback loud and clear and have recently made updates to our system to prevent such things from happening in the future.
We've rolled out this change and we're hopeful it will make your experience smoother and more comfortable. Even with this bump in the road, we'd be thrilled to continue working with you at Subliminator. We believe we can make it work and look forward to providing a better service for your clothing brand.
Hope you improved your shipping, I had seen your product in one of the youtube it looks great but your shipping very very very very very terrible!!! it takes FOREVER for the test order we made. You gave us tracking number which is nowhere to trace. Very very Disappointed.
Hey there,
Ah, that shipping ordeal sounds like a real pain - we're genuinely sorry for the frustration it's caused. When it comes to some places around the globe, like Singapore where your order was heading, we have to admit, the shipping options can be a bit tricky. It's sort of like we're stuck playing a game with some unpredictable rules.
Definitely, this can mean the journey of a package might take a bit longer compared to popular destinations like the USA or France. Yet, it's no excuse for keeping you in the dark. Our support team has been on it, doing their best to keep you in the loop with updates on your parcel's journey.
We really hope you can see that we're doing our best amidst these challenges. And hey, here's to hoping that next time, we can make that shipping experience way smoother and score a better review from you!
Do not use subliminator. Orders are taking forever and promised refunds don't get paid. Here are 5 reasons why you should not use Subliminator:
1) Since they upgraded their app mid December they are dropping the ball significantly. I have 3 orders from 22 days ago still not being processed for production. Also, who updates their app in the middle of the busiest season. Clearly not very smart.
2) To make it worst, I got lied to by their customer service team for days on end and never got a clear answer what is going on. They always say that they will contact the factory but they never follow-up or provide an update.
3) I just happened to see an announcement on their Facebook page that there are now 4-7 extra days of delays. No email was send out so you could only find out by going to their Facebook page. You would think that this was important during the peak holiday season.
4) They promised me a refund on the worst delayed orders but I still have to receive that. They keep telling me that they will refund but no money has been received 10 days after being promised. I refunded all my customers already so I am negative on these transactions.
5) Customer service is absolutely clueless and offer no help so do not bother asking them anything.
Hi there!
Thank you for taking the time to share your thoughts on your recent experience with Subliminator. We genuinely apologize for any inconvenience you've faced, and as a long-standing customer, we appreciate your loyalty and candid feedback. It seems that during the good times, our dynamic duo of you and Subliminator were too busy making magic happen to stop and pen a review. But now, let's tackle those concerns of yours with some wit and wisdom:
1 - Our app update timing may have resembled a fruitcake during the holidays: unexpected and perhaps not entirely welcome. We promise to plan future updates with the finesse of a perfectly timed holiday toast.
2 - We're sorry if our customer service team left you feeling like a detective on a wild goose chase. We'll sharpen our communication skills and strive to be more like Sherlock Holmes—minus the pipe, of course.
3 - We slipped up on announcing delays through more direct channels. Next time, we'll make sure the news reaches you faster than a reindeer on a sugar rush.
4 - Ah, the elusive refund—caught in the grasp of an intermediary bank. While we can't control their processing time, we'll work on our end to ensure future refunds are as swift and smooth as Santa sliding down a chimney.
5 - We hear you on the customer service front, and we'll polish our skills to provide support that shines brighter than the star on top of the tree.
In all seriousness, we do apologize for any inconvenience you experienced, and we are committed to learning from this situation. Your feedback helps us grow and improve our services. Should you have any further concerns or inquiries, please don't hesitate to reach out to us directly.
Warm regards,
Subliminator
Product of very low quality considering their prices (in CAD). They custom every order/pieces with expectations to receive quality. Instead your material is cheap and not well stained. The material is cleary white before you change its colour but by doing that parts of the material looks faded and it is pulled due to bad stitching. You see the white A LOT !! Im very unhappy with your results and your apparel. I will not be using your website moving forward. I ordered dog clothing and matching sweater but not worth the quality and definitely not the price.
Hi,
Thank you for your review. Sorry to hear you weren't satisfied with your samples. From your feedback it seems it is your first time working with sublimation printed products?
With sublimation the base fabric is ALWAYS white. This will be the same with every other vendor you will use. On that white fabric is where the print gets sublimated.
About the fabric being pulled, I'm not entirely sure what you mean. But if you haven't, make sure you reach out to our support team. If it was a quality issue, we can definitely refund or resend it, as that's our policy.
Additionally, depending on the fabric you chose (we have "Athletic" and "Fashion" fabrics), the outcome can be a bit different with colors. If you used mainly solid colors, we always advice to use the "Athletic" fabric over the "Fashion" fabric, because of the fabric characteristics.
I hope you can give us another try, and perhaps the above feedback can be helpful for you. If not, we understand. Either way I'll wish you the best on your business.
There was a very serious error with a client of mine in the production of a product model, the delivery of products purchased by this client also delayed 25 days.
The order came completely different from the layout made in the software they present.
End of story I lost an excellent customer who bought a lot at my online store.
Hey NPN Lifestyle,
I'm sorry to hear about the issue. I looked a bit into this, and from what I can tell, 2 hoodies in that order didn't come out as expected. Our support has followed up with you by the time of writing this review, and I believe it has been resolved. You've recreated those 2 products, and the cuffs print looks to be correct now, and the reshipment order for this will be handled and shipped by us asap.
I hope this gives you the impression on how we handle orders. No business is perfect, and mistakes can happen. As long as you know that we will always take care of our merchants if the mistake is on our end.
So I hope you can reconsider the 1-star review, and even if you think it's fair, we still appreciate your feedback and we will keep improving upon our services.
DO NOT ORDER ANYTHING FROM SUBLIMATOR UNLESS YOU ARE PREPARED TO WAIT UP TO 1 MONTH FOR DELIVERY. stay away
Hi Rice & Tees,
Thank you for your review. I'm sorry to hear about your bad experience on shipping. Unfortunately we don't have much control over the speed of regular shipping, as there could be many reasons why a delivery can take a little longer than usual, even up to the last leg of the journey where the local post might be over capacity or any other reason for it to be delivered slower than usual.
However, we do offer express shipping for this specific reason, to allow our clients to be able to receive their products much faster at a small up-charge. I'm not sure if you're familiar with this already, but you can check the details on that over here: https://help.subliminator.com/en-us/article/what-are-your-express-shipping-fees-grqvbv/
Either way, your feedback is appreciated, as it helps us to keep improving upon our services and to give you and your customers a better experience.
This 1 star rating would be a 0 if possible, I have contacted support about missing product that was tracked to the US, and DHL delivered to a "facility" but no response after waiting days for a response, they leave you no phone number for contacting customer service or anything to make orders correct. if you want a successful business journey where you can rely on your partners don't partner with them. Horrible experience and urgently looking to change who I go through.
Hi Garett,
I'm sorry to hear about your experience. Although I'm not familiar with the support issue in question, I've just checked the pending orders that you have and I can see that you've had 2 orders with us of which 1 was delivered, and of which 1 is still in the USA to be delivered.
If the issue is regarding the order that still needs to be delivered (as tracking shows it's arrived at the DHL partner facility) you have to understand that shipping times can vary per area/destination within the USA due to the pandemic. Your second order was indeed delivered faster than your first, which related to the fact that certain areas are simply slower right now with local delivery. This part is beyond our control, and there is nothing we can do to speed up this process.
Of course, we do offer the ability to upgrade your orders to express shipping which will result in a much faster and more reliable speed. This has proven to be an effective choice of shipping during this COVID-19 pandemic.
In the defence of our support team: We have to get in touch with DHL to find out about a status of a package that's in the USA, and we don't always get a direct response on this. Which then results in a delayed response to you as our customer. From experience with a status that says "arrived at partner facility" on the tracking, it will get delivered in due time. DHL Ecommerce is one of the best shipping partners to have for regular shipping, and even they have hurdles to overcome during these challenging times.
So I hope you can reconsider a 1-star (or 0-star as you mentioned) review on us as company, while the world is currently experiencing major logistical challenges that go beyond our control. As this does in no way reflect the services of our company, the quality of our products, or the shipping speed we have in normal circumstances.
Very disappointed with the shipping service. I have placed about 133 orders since April 27 and only 12 of them have arrived to my clients. It's been over 50 days and I still have more than half of the orders stationed in China. My clients are very upset. Good products, but the shipping service is very bad, even with the situation of the COVID-19.
Hi there,
Sorry to hear about the issues you're having with shipping. I've just reviewed your orders, and you have indeed quite some orders that still need to be delivered. Although a big chunk is showing arrival at the destination country.
In general the average time from order to delivery to the USA at this moment, even with the pandemic, is around 20-25 calendar days, which you can also see back in the orders that were delivered. However, if you look at your orders, you'll see that all the orders that are taking longer than usual are going to Puerto Rico. We really can not control the shipping speed for these remote islands. And even outside of the pandemic, shipping to Puerto Rico can be very slow. So you can only imagine what it's going to be like during this COVID-19 pandemic. We always use the best shipping companies to provide the fastest shipping possible, which in this case is DHL ecommerce. I'm pretty confident that you will get the same delivery speed with any other print-on-demand company that is shipping orders to Puerto Rico. It's not an excuse, but just the reality of selling to Puerto Rico as there are no faster shipping lines available I'm afraid.
We hope you can understand and consider this in your review of us as a company. A 1-star review does not reflect our services and quality of products we provide, and in this case it is really beyond our control to provide a better shipping speed to Puerto Rico, so I hope you can reconsider your rating of us as a company.
Either way thank you for your honest review.
Had more than 70 orders with them so far, 5 orders lost, 2 orders shipped back to China 5 weeks after the orders are placed, and still waiting to be reshipped. Most of the orders cannot be shipped within 4 weeks, unless you pay for an express shipping. They refuse to reproduce or refund any order unless it is proven to be lost after 60 days!!!! They always say delays during shipments are beyond their control. However, whenever they choose to work with Ding Hong as their shipping partner, there's always a problem. I do believe it is their fault by working with unreliable shipping companies and their refund policies are ridiculous. I stopped all facebook ads to promote their products. I believe they don't care to loose a small business seller like me, but I cannot afford to loose even one more customer. ***UPDATE*** One typo on above comment, I said most of orders are not "shipped" within 4 weeks, I meant not delivered after 4 weeks it is shipped. And that happens to the majority of the orders unless I pay for the express shipping. And the developer argues that they don't work with "cheap" shipment partner, but as a matter of fact, there are too many delays, lost packages, and sending back to China for a reshipment. By "too many" I mean about 15% of total orders. Two orders placed respectively 5 weeks and 4 weeks ago are still on their way back to China for a reshipment. I request for free reproduction and I would love to pay for an Express shipping for these orders, they said they cannot do that, I have to pay for the products again, because those packages are not lost yet. No customer in the world can wait that long. I am loosing more and more customers because of the shipping company that Subliminator works with. From my experience, every time I find my order was shipped with Ding Hong, there' highly possibly a problem!
Hi there,
Sorry to hear about your complaint. Have you reached out to our support? If a product has a defect that was sent out by us, and you provide clear photos of this, we will ALWAYS give you a free reshipment or a refund. That's our policy.
But in this case it seems that you haven't taken the time to reach out to us, but instead taking the time just to write us a bad review based on a single order? Surely no company is perfect, as long as you will allow us to make it right for your customer.
Please reach out to us on support@subliminator.com and we'll get this sorted for you.
**Update on your last review update: Unfortunately we're still in a pandemic. And yes, packages can unfortunately get lost at the local post office because they are understaffed and overwhelmed by the increase in online orders.
But let me assure you that we never choose "cheap" shipping partners as you're suggesting. So your assumption there is off I'm afraid. But as in any business and with anything, mistakes can happen. But if the mistake is on our end, we always make up for it, even if it is something that is beyond our control of the local post loosing a package. Even then we end up refunding or reshipping your order.
Your remark about orders not being shipped within 4 weeks makes absolutely no sense. Our production time average before an order is shipped out is currently at around 7 calendar days. We've never had an order in production for 4 weeks ever, unless we were unable to ship it out because of an incomplete shipping address.
All in all I'm not sure why your review keeps getting updated with information that is not realistic or factual. I do hope that the majority of your 70 orders did end up getting delivered with your customers within our estimated time frames.
And every business owner, small or big, we never want to see anybody leave. Your success is our success, as we can only do this with people like you.