Great prints but lacking in customer service - 3.5 stars
I've had a few prints made and have been very impressed with the print quality and ease of ordering online. However my last order was not so great. I ordered online as usual and received an email saying that my print was finished and ready to be picked up. Upon arrival, my print couldn't be found due to a computer system mishap causing problems with many of their orders that day. This was explained to me, and I said I'd be happy to wait while they try and find it given my description. They couldn't, and I was then told that it might not even be printed and I would have to resubmit the original file for print. I had come out of my way to travel to the shop, and asked if they would send it by post at no additional cost, and they reluctantly agreed. This agreement was forgotten once my print had been finished a few days later, and I had to ask for it to be shipped again. I'm wishing they initially would have called or emailed the clients who had issues with their order instead of sending an email saying something is ready when that wasn't the case, causing inconveniences to numerous clients.
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We are glad to hear you are pleased with the quality of your prints and would like to apologise for the inconvenience caused by our recent technical fault. Due to a server issue, our order system sent out automatically generated order notifications in error. This led to a small number of clients receiving inaccurate information about the status of their orders. Our order server has now been fully repaired to prevent this happening in future.
Following the incident we recognise that we may not have been able to address your query as quickly and efficiently as normal due to minor residual issues in our order system that are now rectified. Again, please accept our apologies for your out of the ordinary experience. We invite you to contact us directly regarding this matter and we will be happy to discuss a satisfactory resolution.