Pixartprinting Review BUYER BEWARE.

This is my first and will likely be my only post like this. I don’t make it a habit to drag companies publicly, but Pixartprinting certainly deserves it after dealing with the worst “customer service” I have ever dealt with. Ever.

If you are looking up reviews trying to determine if you will utilize Pixartprinting or not, you are in the right place.

I would suggest running far in the opposite direction of Pixartprinting. I placed my order in mid-November, and began the process of complaint about the botched first order within 10 minutes of delivery on December 1st. My matter was just settled on January 22nd, and it was only settled by PayPal. Not Pixartprinting. I have requested to speak with a supervisor because of the insanity that is my case. I have requested a supervisor 20+ times since mid-December and I have yet to receive a call. To this day.

75 emails have been exchanged.

Maybe 10-20 live chats?

And 6-10 phone calls? I’m not sure, but they were all international ($$$).

Nothing. No resolution. I had to file a complaint with PayPal. That is how bad this got.

I ordered perfect binding magazines four separate times with Pixartprinting. The first time, the magazines were extremely late getting to me. Fine. Whatever. Companies screw up. We all do.

The next order, half of the boxes were bashed and gouged. They were also late…again. They gave me a voucher for a future order. I had to utilize them because of the pricing so I let it go. This is actually illegal according to the EU. “Under EU rules, a trader must repair, replace, reduce the price, or give you a refund if goods you bought turn out to be faulty or do not look or work as advertised.” europa.eu/youreuropecitizens/consumers/shopping/guarantees-returns/index_en.htm

So, I order my third. When I opened them, most of the spines had a nick in them. URGH. Frustrating, but I knew their “customer service” was terrible and I really didn’t want to deal with wasting my time, nor did I have time.

The last time I ordered, (I have a new printer picked out at this point—more expensive, but actual customer service exists!) I was excited never to have to utilize them again.

I sent to print early, really early, so I wouldn’t have any delays regardless of their incompetencies. Good god did I underestimate their lack of quality control.

The order was to be delivered December 11th, 2020 as the promised-date. It arrived December 1st. Early! Holy sh*t, they did something right! The delivery truck drives up, and half of the boxes are soaked in water. It’s on the shipping company, yes. Bear with me… So I go to open the magazines, and I crack open the first one. It is immediately apparent that something is very wrong. Very very wrong. The coloration is horrendous. The photos are super dark. Way too much magenta was used. Not only that, the photos were blurry only on some pages. I only utilize high-resolution images suitable for printing. This file was also submitted with the exact same color profile as every other order. So I reach out IMMEDIATELY. They dawdle in their response. I mostly talked to a “customer service” rep named Alice, but I spoke with several others. The only helpful rep was Aschwek.

Later on, they blame everyone but themselves—including me! They still haven’t apologized for falsely blaming me. I looked at their reviews from that time and saw that others had “off” printing. It was not the file I submitted as they blamed me for. This is December 1st when I made contact. So… we go through email after email and they take an absolutely leisurely pace in helping out. After jumping through a ton of hoops and being told I couldn’t even file for compensation until after the next order landed, and me having to reach out every single day (they never updated me once. Toward the deadline, I had to reach out to them every single day). I told them my timeline was urgent. They didn’t care. They said they would get then to me by December 17th. It would take 16 days…. Oh, but that’s not all!

They don’t even send the order by the 17th. They send it the morning of the 18th knowing they need to do overnight international shipping. Spoiler alert: they didn’t send it with overnight international. They sent it with DHL….who does not offer overnight international shipping from Italy to the U.S.

Now….why would there be no one overseeing this and realizing this? I have a commercial account with DHL myself, so I was able to recreate the shipment, and the earliest date they could have delivered was the 21st. If this was seen by the shippers, they either didn’t care, didn’t look at notes in the system, or…. they had no clue it needed to be sent overnight because the “customer service” agents neglected to tell them.

If someone had a severely botched order worth thousands of Euros, communication with other departments should be a no-brainer.

Alas, they blamed DHL. It was not the shipper’s fault. The SECOND promise-date was the 17th. DHL let me know that the package was not even picked up until the 18th.

My delivery happened on December 23rd. Destroying my entire end-of-year plan because I was in limbo with the delivery of these magazines—-the primary product my business produces. They gave me so many false dates and promises, I ended up embarrassing myself having to go back to my advertisers and preorders time and time again with new updates that pushed everything back. The launch plan and marketing plan had to be entirely reworked. There is no telling how much damage it did to my business, and as I sit here typing this, I have wasted over 40 hours on this incompetent company.

I’m told that my request for compensation cannot even be made until the next product gets to me. It does. And there are nicks in the spine of nearly every single magazine. This coupled with the difficulty in even getting my order should have warranted immediate compensation in any normal company. Not Pixartprinting.

Alice said they would offer 700 Euros…in the form of a voucher for a future order.

I pushed back.

She upped it to 850 Euros as a voucher on a future order and no more. This is after she says to me that the products may have damage but they’re still usable. Tell me, in what world would a company charge full price for damaged goods and without a disclaimer? I cannot sell products at full price that have flaws…this is ethics in business 101. But, they tried to do this to me, so I am not surprised.

Are you serious Pixartprinting?

So I emailed back while filing a complaint with PayPal in the meantime.

Someone named Debora takes over and doesn’t say what her title is or that she’s taking the account from there. Again, they don’t train their employees on basic communication skills.

Only after I tell them I’ve filed with PayPal does Debora send me an email that says they are willing to refund the amount on the doubled up customs from having two orders sent. Alice didn’t even offer this. She then backtracks from Alice and asks how many copies are damaged. I tell her the percentage in each box that I’d opened so far. I ordered 500 copies, so I was not about to open each one when each box had just about the same amount of damage. Not a single box had less than 60% damage and some had upwards of 90%. She disregards each time my request to speak with a supervisor and asks when she can contact me herself. Alice would do the same minus offering to call.

She ignores my supervisor request again and tells me I must inspect all 500 magazines and take photos and video of them all showing damage….after I have wasted 40+ hours on this ridiculousness already.

So I get on Linkedin and comment on a recent post from CEO Paolo Roatta. I did not want to do this, but they have a single email on their site—only to the incompetent customer service department with no escalation options. I’d asked to be put in touch with a supervisor 20+ times, I still did not have an answer, and I was still spending hours of the workday every day on this easily-solvable issue. I commented how many times I’d requested and how long it had been since the issue started and stated my disappointment. His response was very telling. Something along the lines of, rest assured the right people have your file and they are working on it. My god, as a business owner, I can absolutely tell you that most would be on the phone or in an email apologizing and asking for feedback— not dismissing it.

With the amount of negative trust pilot reviews lately though…if he hasn’t cared yet, he never will. I would never have posted this had he or a supervisor ever reached out to apologize and ask for feedback.

I go back and forth with her several times and I request a supervisor through their live agent. Debora, not a supervisor, calls. Apparently, Alice hadn’t told her the entire story or she hadn’t read through the email chain. There were a few times when she was silent because she was clearly in disbelief over everything that had happened. She was very apologetic but said that it was policy to show every single one of the damaged magazines.

So I wasted more of my time unpacking and took a video and confirmed that the majority of the magazines were damaged (they lost the first four videos I sent them because their email system is buggy…go figure).

She says it’s custom for them to have the products picked up and sent back. I said that wasn’t happening in my case and she said she would attempt to get it done but I would need to cancel my PayPal claim for them to process. I told them I would only cancel it if they gave a SIGNIFICANT amount back. She said she would get with her manager (who she said knew everything about my case…..I am still wondering what manager wouldn’t have picked up the phone immediately when something this bad happens to a client) and we got off the phone.

The next notification I had was from PayPal. They’d made an offer. They said I could have a full refund if I sent my order back on my dime. It would have cost me $1,200 to get a full refund because international shipping for 390lbs is astronomical.

I replied to the offer, which PayPal saw.

Alas, their own leisurely pace in solving problems lead to PayPal ruling in my favor of a complete refund.

Debora never got back to me after the phone call.

I have not heard from Paolo Roatta, so I will give my feedback publicly.

Don’t ever blame the client before you’ve investigated the issue.

Have a line of command and allow customers to talk to supervisors when the issues are clearly beyond the scope of regular customer service.

Have quality control on your products

Have a sense of urgency in solving problems

Be more customer-centric

Have a better refund policy (but coupled with having quality control, you’ll be paying for less time spent on issues by customer service and paying out less refunds—or vouchers, but I’d strongly advise against this).

Do better PixartPrinting.