Stickythings Limited Anmeldelser 1.371

Besvarelse fra Stickythings Limited

Opdateret den 14. jul. 2021

Hi Henry,

Thanks for your review. I cannot see any order that you have had that is 6 weeks old. The oldest order we have for you came into us on the 28th June, approved on the 29th which is being dispatched tomorrow. That's 12 working days. Albeit a bit on the slow side, mainly due to a press being down for the past 4 weeks causing us some issues.

So, in actual fact, it's less than 2 working weeks that you've been waiting, not the 6 as mentioned above.

Please feel free to look at the price, quality and turnaround of other suppliers if you feel the need to. We don't promise any turnarounds simply because we don't know if staff will have to self-isolate or whether machinery will break down, both of which are the case in this instance.

If clients are happy to pay far more for their labels, we'll invest in more staff and machinery, until then, we'll stick the 6 presses and 4 staff we already have as at the current time that costs us enough throughout this pandemic, especially when we've had no government help and large bills to pay throughout.

Kind regards

Matt

Besvarelse fra Stickythings Limited

Opdateret den 12. jul. 2021

Hi Ben,

These are being dispatched today. These were due to go out on Friday, however we had staff off and unfortunately it didn't go out on time. We also had a press down due to circuit failure which has also caused a slight delay on top. As we don't promise specific dates, until we are up and running at full capacity it's difficult to judge exactly when a job will be printed considering the circumstances.

I can see that you asked the same question regarding an actual delivery date multiple times on our ticket system, which we responded to each time with our reply. We're not in a habit of repeating the same reply over and over again, so your support ticket received less priority over others as we had already given you all the information we could provide at the time.

Regards

Matt

Besvarelse fra Stickythings Limited

28. jun. 2021

Hi Julia,

From what I can see you ordered 1 single label which we produced. We actually produced 32 labels for you, so you received more than what you paid for. We do this with many orders, add a few extra.

You mentioned that you didn't receive the full amount to us on email, however we produced exactly what you ordered on the invoice and even more. There was obviously a mistake made where you didn't enter the quantity correctly, paid less and received less labels.

You mentioned via email that "I ticked the box online for about 90." However there isn't a tick option on our website, you simply enter the quantity of labels required. Maybe this was another website and you're confusing ours with it?

It's clearly stated on the product page, in the basket and the checkout how many labels you are ordering. Plus it shows this in your account after ordering.

Many of our clients order single labels as they want to see a hard-copy sample prior to ordering larger print runs, so having an order for a single label isn't unusual for us and wouldn't be flagged up as unusual.

You mention that we are "mean", however I don't understand your point. You made the mistake with your order, we produced more than you ordered. As soon as you emailed us, your email was dealt with swiftly, within 2 hours and we let you know where the issue arose.

Unfortunately we're simply not in a position where we can take on liability of client mistakes, nor is any other business that I know of for that matter.

If that warrants a 1* service review then we'd have to strongly disagree with you, that seems totally unreasonable considering we produced exactly what you ordered and added extras at no cost.

Kid regards

Matt

Besvarelse fra Stickythings Limited

28. jun. 2021

Hi Laura,

In reply to your review:

1. Slow order processing
Your order was dispatched on the 4th working day after approval. This was within the stated turnaround time when you ordered.

2. Poor Quality
We have produced millions of labels for over 24,000 clients with over a thousand 5* reviews, the quality is unquestionable when decent artwork is supplied.

Providing good artwork and understanding the print process will get you the very best quality labels, hence we supply some artwork guidelines under our help menu to achieve this. Like with any trade, if you don't understand what you are ordering, it's better to take the time to read up on what the pre-requisites are to get the best results. We offer a print service from print ready files, we don't offer a hand-holding service. However every order is checked to ensure suitability for print.

3. Poor Customer Service

After we received your email, Vicky responded to you within 1h 30m. This is a good response time.

Unfortunately just because we reply to you with a reply you don't like, it doesn't mean the customer service is poor. We were informative and we let you know where the issue with your order occurred, which in this case was with your artwork rather than our print process, quality or turnaround.

Vicky mentioned that because you supplied your own artwork that you should have read the artwork guidelines to get the best results, especially so as you had RGB colours that are not compatible with any CMYK print process, colour conversion has to occur from RGB to CMYK. This is clearly stated in our artwork guidelines. As a designer yourself I'm sure you can appreciate that clients send many different artwork forms that need conversion before they're usable.

It mentions on the product page "If you would like to submit your own artwork, please read our artwork instructions located in the help menu".

To add a little more perspective, there is no printer that prints in CMYK that could have achieved what you were looking for, that's most of the mainstream online label retailers. To get the colours you required would mean Pantone colour printing in either lithographic of flexographic processes that would have been far more expensive and taken a lot more time to produce. You would have also needed a graphic designer to create the Pantone colours within your artwork, again thats even more expense, way more than the £10.27+vat you spent with us for your order.

You stated that our order process is "frankly ridiculous", however 99.9% of any issues we receive are from dissatisfied clients that haven't read the information on the website that we take the time to provide.

Most our clients read the guidelines prior to ordering so no need to bombard them with extra information during the process, so usually this isn't an issue. We have a section purposely dedicated to show the CMYK conversion process in the help menu, available from every page on the website.

I hope this clarifies our disagreement with the review.

Kind regards

Matt