Photobox - Order Printed Wrong

luckwudaveit

My wife and I spent 3.5 hours uploading photos into Photobox and arranging them for a photobook. We double-checked it was right using the preview and we received the order today. However, 2 additional blank pages have crept in at the start and 5 photos are missing elsewhere. These are so blatant that there is no way we missed have missed these during our previews.

I have re-checked the order in my order history and the box has been printed as per that showing in my account, but this does not match what we previewed.

Has anyone had any experience of Photobox's customer service as to whether I have a battle on my hands? Also, what rights have I got for a personalised item under the Distance Selling Regs?

wealdroam

luckwudaveit wrote: »

My wife and I spent 3.5 hours uploading photos into Photobox and arranging them for a photobook. We double-checked it was right using the preview and we received the order today. However, 2 additional blank pages have crept in at the start and 5 photos are missing elsewhere. These are so blatant that there is no way we missed have missed these during our previews.

I have re-checked the order in my order history and the box has been printed as per that showing in my account, but this does not match what we previewed.

Has anyone had any experience of Photobox's customer service as to whether I have a battle on my hands? Also, what rights have I got for a personalised item under the Distance Selling Regs?

If you are thinking of using DSRs to cancel the order for a refund, then I am afraid DSRs won't help you, especially as it appears as though they have printed what you ordered.

I do understand that what you received is not what you thought you were going to get, but that will be a difficult point to argue.

Sorry, I have no experience of using Photobox.

luckwudaveit

wealdroam wrote: »

I do understand that what you received is not what you thought you were going to get, but that will be a difficult point to argue.

Indeed, hence my concern before I phone them tomorrow. I'm going to sound like a complete fraudster, but its only when you look at the book, then its obvious its not what someone would order.

Thanks for your post though.

arcon5

luckwudaveit wrote: »

Indeed, hence my concern before I phone them tomorrow. I'm going to sound like a complete fraudster, but its only when you look at the book, then its obvious its not what someone would order.

Thanks for your post though.

I used to work in the printing industry, and this kind of thing isn't uncommon and can be deliberate. For example, it could be that a person wanted the first few pages to be blank so messages and condolences can be written in before the photos. More commonly a photo then a blank page then another photo - the intention of the blank page being a hand print or something.

Of course there are those that make genuine mistakes during checkout, but it is very difficult to detect which orders are deliberate or not.

luckwudaveit

arcon5 wrote: »

I used to work in the printing industry, and this kind of thing isn't uncommon and can be deliberate. For example, it could be that a person wanted the first few pages to be blank so messages and condolences can be written in before the photos. More commonly a photo then a blank page then another photo - the intention of the blank page being a hand print or something.

Of course there are those that make genuine mistakes during checkout, but it is very difficult to detect which orders are deliberate or not.

Thanks. I understand the issues. Other errors are where we have positioned 2 photos on a page, one top left and the other top right - in a couple of instances, only one of the photos appears. Another example is a complete blank page mid-book.

I can only presume there has been some kind of uploading error of the photos between the preview and the final order button - this process did take a few minutes.

luckwudaveit

Just spoke to Photobox. The guy I spoke to was very helpful and it would appear that a previous saved version of the book has gone to order rather than the final saved version. Apparently their systems can sometimes lag behind what the browser is showing. He recommended that once I have a final version and saved it, to log out of Photobox, close the browser down, then go back into it, do a final check of the order in the basket, then checkout.

He has put credits on to my account so I can re-order the book. Top quality service:T

halibut2209

Excellent outcome.

mazza111

Just spotted your post. Similar thing happened with me and photobox where the crop hadn't applied correctly and ended up chopping the heads off some people. :rotfl: Called photobox and they immediately went through them all, applied the credits to the account and added free postage too. :T:T:T

They may make mistakes, but they are brilliant at putting them right :T