Simon Edwards´ profile

Reviews (1)

Solopress

They can design, but they couldn't deliver

I gave them a few ideas, and they designed a really good product for me, very quickly.

I did want to see a proof as the business card looked great on my laptop, but too bright on my phone.

Once i was happy i paid for the cards, but they didn't arrive (paid for Thursday, rang them Monday) I was told i hadn't given written confirmation of the design (i had, but that was prior to receiving the proof. However as i had requested a proof, and agreed prior to that being sent that i liked the design, i would have thought once i paid that would have been ok? I also rang up after paying to change my delivery address and no one asked if i had sent written confirmation - that would have been efficient.

So eventually cards were confirmed, agreed, paid for and expecting delivery on the Wednesday, and despite ordering them at 12:50 on Tuesday, they didn't arrive on Wednesday. This wasn't much good for me as i was out the rest of the week. The claim that orders prior to 2pm are delivered next day, not the case for me.

I was out for the rest of the week, so had to rebook for monday - my plans actually changed, so it was lucky they were left in a safe place outside the office.

Overall, good designers, i didn't think much of their customer service and attitude to new customers throughout the process - I received 5 or more emails on the same day requesting payment whilst i was waiting for the proof, and when i spoke to them on the phone they didn't seem too friendly. I admit the delivery situation was unfortunate, but i kept to my side of the bargain and even if it isn't strictly their fault, if they employe someone to do a job for them, they must take the complaints when it goes wrong.

Having read a few reviews it seems as though delivery is their downfall - and i'd request that i don't receive a reply saying 'oh, we are sorry' I felt let down throughout the process and the lack of any real effort at compensation

21 December 2012

Reply from Solopress

Dear Simon,

Thank you for your feedback.

My sincere apologies with regards to the delay in you receiving your order.

With all design projects or artwork alterations it is standard procedure to send a PDF proof via email, this gives our customers the opportunity to review the artwork before going ahead with the final prints. Within the email sent with the PDF proofs, we provide a full explanation about receiving written confirmation and the importance of a speedy response. I can see from the system we did not receive a written approval until the 20th November, unfortunately this would be part of the reason for the delay.

Although disappointingly it appears the approval had not been processed until after the 2:00pm deadline, for which we apologise this was not handled sooner. I feel there had been a breakdown of communication our end and perhaps a follow up call after the proof had been sent could have prevented the delay.

We would love the opportunity to prove to you our ability in providing high quality customer service. As a good will gesture for the delay, please accept a discount off your next order. Your account Manager will be able to discuss this further with you.

I apologise again for any inconvenience this may have caused, I hope you will reconsider using Solopress in the near future, as we value your custom.

Kind Regards

Emma Micallef
Sales Support Department
emma.micallef@solopress.com
01702 460047

Simon Edwards´ profile

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Simon Edwards
Reviewer
United Kingdom

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