Hi,
I signed up for the below mentioned Roo Prints offer listed on OZB.
http://www.ozbargain.com.au/node/67032
I've uploaded the photo about 7 days ago, but their customer service I experienced so far makes me wonder whether it was a good deal or a scam.
I email them 3 times and phoned them many times asking whether they received the photo I uploaded. They don't seem to respond to emails or voice messages.
Wow, it really sounds like there customer service is non existent… it makes you wonder how company's operate and survive when they have no cs at all??
After posting the above comment on roo prints Facebook page they have finally gotten back to me and a new canvas has already been reprinted and sent to me. They were having technical issues that had caused issues with their emails so none of them had come through on their end until yesterday.
I am very happy that they took the time to correct the problem (better late than never) and as I said before the quality of the canvas was exceptional so once I receive the corrected image I know it will take pride of place in my home.
I will buy from roo prints again because they do provide quality products at fantastic prices and I'm sure the next time around I won't have so many customer service issues. It seems I just happened to order at a bad time.
I am sad to say I have had anything but a pleasant experience with roo prints, infact it has probably been the WORST and most frustrating customer service I've ever dealt with in my life.
I ordered my canvas and sent through an email at the same time asking a few general questions, after 5 days I still hadn't gotten a reply so i sent another email, finally I got a reply asking for my order id, but this would be the only return email I would get. Even after replying with my order Id I never heard from them again. So, frustrated I called the customer service line, was told they would call me back, waited 2 hours still no call, so I called again and was told it takes 8 hours to get a call back, waited 8 hours and still no return call. I never did get an answer to my questions….
Then I received my canvas and was quite upset that they had gone ahead and cropped the image. I did not order wrap around sides so there was no reason for the image to be cropped, the way it was cropped resulted in an image that was more zoomed in than I wanted and it also chopped my baby daughters foot off out of the image.
I called customer service again, again was told they would call me back, once again the call never came so the next day I called AGAIN this time I was told what I already knew, the image shouldn't of been cropped, I was told to email through a photo of the canvas and they would write straight back letting me know if they will reprint it for me. Didn't hear back so the next day I called again and was told they hadn't received the email
I sent it again and again, it was going through to my sent box but apparently they were no getting the email. I went on to send the email more than 15 times, i sent it off of 2 different computers as well as my iPhone, I sent it from three different email addresses and I sent it to two different email addresses that they had given me, I find it highly unlikely that they didn't receive a single one of these emails, yet they tell me they haven't and therefore can't replace the canvas.
I feel like I've just been repeatedly stuffed around and am left with a product I'm not happy with and will now have to go elsewhere to have it reprinted. I will say the canvas is of excellent quality and had the image not been cropped I would of been so so happy with it. Just a shame roo prints customer service has really let them down.