Problems with Groupon's Fresh Pixel Design canvas order

me4bargains

I bought a Groupon voucher for the Fresh Pixel design canvas offer costing £16.80 for a 16" x 24" print.
I ordered it on Dec 2 and actually spoke to the site's owner Judy who promised me it would be delivered in time for Christmas.
I received an email from them on Sunday saying they might not be able to fulfil all orders in time for Christmas because of the weather but though I'd be ok as I ordered well before the snow set in.
Decided to check my account today and it hasn't even been processed :mad:
Eventually spoke to Judy who initially blamed the weather, then said Amazon wasn't delivering in time (relevance?), then blamed the couriers (hello my order hadn't even been dispatched) then told me Scotland wasn't getting any deliveries (I live in London) and then said she was inundated with orders and won't be sending any December orders out.
Said she was closing for Christmas and will deal with outstanding orders in january.
Appalling attitude for an appalling company.
Tried to call groupon to no avail.
Has anyone else had problems?

Pixtrix

The comments above are largely unfair and biased.

I did not say that we have not delivered any December orders - that's simply not true. We have indeed fulfulled many December orders.

I did not say we would deal with outstanding orders in January. That is simply not true. What I DID say was that we were closing for Christmas and that we would be looking at all orders after that time.

I DID say that we, along with everyone else had suffered a two-fold delay due to our suppliers not being able to supply on time (and therefore resulting in a backlog) and that this situation was not unique to us, in any industry; and that there were delivery delays across the country. The Amazon reference was to highlight the fact that even huge companies like them were struggling to fulful orders, for whatever reason. That is the relevance.

Granted, as we have not produced this customer's print yet, delivery issues at this point aren't relevant.

Be that as it may, I've refunded this customer her money, and as she hasn't yet sent a full-sized image as requested today, we can't print anything for her.

Do have a lovely Christmas!

ifonlyitwaseasier

i do hope you have permission from mse towers to post on here pixtrix .....

Pixtrix

I'm sorry, I don't understand - what permission do I need?

Shelldean

Pixtrix
when posting as a company you need to first gain permission to post as the company. This permission is then added to your signature, after all you could be anyone!!!

Shelldean

forum rules HERE

misssarahleigh

The comments above are largely unfair and biased.

I did not say that we have not delivered any December orders - that's simply not true. We have indeed fulfulled many December orders.

If you have completed many December orders i would assume you do it in order of when the order was placed? this one seems to have been overlooked for some reason

I did not say we would deal with outstanding orders in January. That is simply not true. What I DID say was that we were closing for Christmas and that we would be looking at all orders after that time.

Well i think your being a bit petty. A lot of companies closing for Christmas will return Jan. I don't see it was odd to draw the conclusion this would be handled in Jan. When are you back (i will assume 28/29/30 then off again?)

I DID say that we, along with everyone else had suffered a two-fold delay due to our suppliers not being able to supply on time (and therefore resulting in a backlog) and that this situation was not unique to us, in any industry; and that there were delivery delays across the country. The Amazon reference was to highlight the fact that even huge companies like them were struggling to fulful orders, for whatever reason. That is the relevance.

It's not relevant. Delivery of the order is out of the question as you haven't printed it. What the post is like at this stage doesn't make the slightest bit of difference (now, had the order been done and awaiting being sent out that would be different)

Granted, as we have not produced this customer's print yet, delivery issues at this point aren't relevant.

If you know that. Why bring it up as an excuse?

Be that as it may, I've refunded this customer her money, and as she hasn't yet sent a full-sized image as requested today, we can't print anything for her.

Do have a lovely Christmas!

You say you sent an email today. I'm sorry but over twenty days to ask for information about the order clearly isn't right, and yes you have fobbed her off as delivery has no relevance in the slightest since you haven't produced the goods to even attempt delivery.

What's happened is the order has been overlooked. Possibly as you didn't have the right picture (and this has taken you 21 days to notice). Instead of apologising for stuffing up somebody's Christmas gift and admitted there had been a mistake you track down a post by the customer (i will assume this is total coincidence) and defend your poor quality service and nit pick at the details listed.

I have to agree with the OP. I would stay away from you as a company.

Pixtrix

The problem with a one sided argument is that it's one sided... hence my reply as I do feel that since this customer has used my personal name as well as the company name that I'm entitled to a response.

There are factual inaccuracies and as such I'm entitled to defend myself. If a moderator wants to take down my response, fair enough but I'm not promoting the company, simply defending myself against someone keen to damage my personal reputation. You will notice I haven't mentioned her name as she has done mine, which as she quoted from a one-to-one phone call (inaccurately) I should, in theory, be able to do.

So: Here are the facts. Yes, this customer was unfortunately overlooked because at the time we were to do her print we saw it was too small to produce a quality image. Our fault was two-fold - we neglected to tell her at the time (we normally send an email to inform and request a new image) and I reacted defensively when she phoned on Thursday.

I told her we'd only seen the photo that day but in actual fact that's not true (I had simply forgotten due to aforementioned brain drain). You can call it "excuses" as much as you like but the fact is that phone call came at the end of a very long couple of months, where I (as a human being) had not had a break, had been working 18 hour days and was stretched to the limit personally.

The customer also neglected to mention that at the end of the phone call I said we WOULD put her print on the queue yesterday if she could get a larger print to us, which she acknowledged and said she would do. We booked the courier for her on the basis of that but as we didn't get the image we couldn't print and despatch as I said we would. I can provide proof of this if required.

She would have had her print today.

Not only that, but as I said, we have refunded her purchase.

We (usually me) respond to each and every email from a customer promptly, regardless of content and regardless of the time of day. We reply truthfully and if we're at fault we say so. We apologise where necessary and say thank you when a customer has written to tell us how happy they are. (I can provide at least 10 recent examples of December orders where this is the case).

On this day, I reacted badly because I was tired and fed up (we have had the same problems as customers in that stock we needed to make our prints wasn't delivered on time, causing a backlog. For example boxes I ordered last week Tuesday for next day delivery have only JUST at 8.19am today been delivered - too late). It's my fault I reacted defensively to her phone call and I admit and apologise for it. There's nothing more I can say to that really.

Again, be that as it may - this is a complaint issue between two entities, and should not be on a forum where potentially we could not have responded. Any other comments from other forum members are purely supposition, assumption (assumptions are purely that, assumptions) and personal opinion, which if I'm not allowed to defend myself against unsupported personal negative opinion, it's highly unfair and unethical.

We did, badly I'll admit, handle this customer's issue - but we did offer her the solution she wanted and she didn't follow through herself.

Pixtrix

misssarahleigh wrote: »

What's happened is the order has been overlooked. Possibly as you didn't have the right picture (and this has taken you 21 days to notice). Instead of apologising for stuffing up somebody's Christmas gift and admitted there had been a mistake you track down a post by the customer (i will assume this is total coincidence) and defend your poor quality service and nit pick at the details listed.

We didn't "track down a post by a customer" - we have Google analytics and part of that is a service where certain search terms are logged and emailed to us as soon as they are indexed on Google. This is the first and only time we have had a negative (public) response, which in itself should tell you that we do have a good reputation (usually!!).

me4bargains

Pitrix I find it gobsmacking that you have the time to track down my post and criticise it.
Haven't you got orders to fulfil??
I have remained unbelievably restrained and am very annoyed that you have refunded my postage costs out of the blue as a means of throwing your toys out of your pram.
I can only imagine your company will go bust in 2011 because of your incompetence and disgraceful customer service.
My original posts stands.
You have used every excuse in the book for not fulfilling my order.
Btw I recorded our conversation yesterday and I'll be passing it over to friend who works for a retail magazine.
Merry Christmas!!

me4bargains

Actually I did send you a bigger image and you responded by refunding me my postage costs.
I now have to try and get a refund from Groupla for the voucher I used.
Very professional, very professional indeed.