ComplaintsforDigital Room, LLC

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered printed materials for an event on June 20, 2024. I paid for expedited shipping and printing to ensure items were received prior to the event start date, June 28th. I contacted customer support on June 21 because they screwed up the proof for the design. When doing so, they assured me that my item would be printed and delivered by June 26 if I approved the proof immediately. I approved it as soon as it was received. I contacted customer support today, June 25, because it said my delivery date was June 28th. I wanted a refund for the expedited printing. They said yes, they will issue me a $68 refund. Then he placed me on hold and came back and said actually I can't do that. My item was then put on hold and it said I owed roughly $100 before the item could be printed. I then contacted customer service again and the item was changed to an estimated delivery date of 7/1.Every time I have contacted customer service my price or delivery date went up. I should be able to contact support without losing my original order, changing my delivery date, or speaking to people that have no ability to logically find a solution to this issue. This is absurd and unethical business practice. I am now trying to speak to a manager and they are putting me on an endless hold. I have spent thousands of dollars with this company and they are treating me awfully, in addition to wasting so much of my time and money. I am sick of it and need a timely solution.

  Business response

  06/25/2024

  Hi, I tried to find your account so I can find the job number. Can you please provide it to me ?  I show posters being ordered last but I just want to make sure. 

   

  My number is ************

   

  Thank you 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered ****** post cards from the printplace.com website. I emailed them the artwork files to be printed on each side of the cards. The cards arrived and they look nothing like the proof that they sent me, and I approved. It has been eleven days since I contacted that company, both by email and by telephone. I have called many times, and they keep saying that they will respond by sending me their plan by the end of that day. They have yet to give me their plan on how they are going to rectify the problem. The post cards are for a political campaign, so time is of the essence. I now have ***** pounds of cards that are garbage sitting on a pallet that I have to dispose of.

  Business response

  06/24/2024

  I believe this was solved but would like to follow up anyways.  Can I please have the job number associated with the complaint?

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 15 Jan **** I ordered business cards and paid an additional $13.49 for two-day shipping. When I received the order I found it was printed incorrectly. Because of this the original "drop-dead" date for needing the business cards was missed. 48HourPrint replaced the business card order, and ******* I spoke with (****) put me on hold to request permission from a supervisor to refund the two-day shipping. He came back and said it would be refunded. The replacement order came on 26 Jan **** but no refund for two-day shipping. I inquired several times about the refund with no response, then finally got a response saying their policy is to not refund shipping. I replied asking why I should pay for a service I did not receive. The response was that the order is closed now and they are not "allowed" to refund me. I did not receive the benefit of the two-day shipping due to their error and they refuse to refund it after initially agreeing to do so.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I ordered 2 custom printed products. Note cards and matching envelopes. The note cards were exactly as ordered. The envelopes are the WRONG SIZE. NO ONE from the company will respond to me to re-print or refund. The cost of the envelopes alone was $629.93.I am no longer interested in having these reprint. I want my investment returned so I can purchase this immediate need from a more responsive vendor.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased business cards from "UPrinting" on April 3rd. I received my order on Friday, April 14th. All of the cards I looked through, around 200 or so have been misprinted in one way or another. They refuse to give a refund and instead need to "inspect the order" while they hold on to my money. I do not believe this is a legit company or if they are they currently won't be in business much longer with this kind of customer service. It took MANY calls to talk to a manager. They play this game where the reps say they are the manager. They promise someone will call you back in 1-2 hours but no one calls. I've filed a dispute with my bank to get my money back. Don't let this company scam you!

  Business response

  04/20/2023

  I am very sorry this customer is so upset.  I have reviewed the photos and do see a couple of discrepancies with a color variance and the die cutting *****. I reviewed the notes from the rep who spoke to the customer and she stated the customer said there were approx. 200 out of the ***** that were affected, offered to pick up the order for inspection and replace whatever was bad, if not the entire order but the customer refused and started screaming at her.  The customer states she filed a chargeback with her bank. We will check with our accounting team to verify we did received this chargeback, in which case, no refund will be given.  I believe we have already issued a call tag via Fed-ex to pick up the item for return.

  As for our company, we are very legitimate and have been in business for many, many years.  We are not scammers or out to get people. This issue could have been handled better and for that I am truly sorry.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered **** large color postcards to advertise ************************ After countless telephone conversations with ************** embloyees we agreed that they would mail **** cards to a specific subdivision in********* ********* which they would label, stamp and mail. I was assured they could do with no problem. Two boxes arrived to us on Oct. ********* had a printed stamp or address on the cards. They just printed them, and dumped them in the mail to us. I was *********** that they would screw this up, especially this late, since it's too late to get them reprinted and mailed in time. After several calls to their office I received an email from the original person who took my order, wanting me to draw a MAP of where we want the cards mailed to. Never an apology, or an indication of how long it would correct THEIR mistake, Then today, I received an email telling me to pack up the ********* (gently) and mail them back in order to get a refund!!! Still, no apology, etc.

  Business response

  11/08/2022

  Business Response /* (1000, 5, 2022/10/28) */ I did reach out to this customer via email to discuss what had happened but she is still very upset and preferred not to talk. After speaking to the reps involved, we did not fulfill our part on doing the mailing. Customer is requesting a full refund. The refund should only be for the mailing costs that were not used since the customer has kept the postcards. Full refunds require the item in question to be returned but we are giving a courtesy refund for the postcards as well. A full refund will be issued today with our sincere apologies to this customer.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered one product from Uprinting almost a year ago, ever since I have received daily marketing newsletters, despite never knowingly agreeing to receive them. I have used the link at the bottom of these emails to unsubscribe, but when I do, I receive a message that my email address was never subscribed to this list. I continue to receive emails after this. I have reached out to their customer service and have chatted with someone on multiple occasions, explaining the situation, they say they'll remove me and the emails still come, every morning, around 8:00am. I just want to be taken off of this email list and that fact that that has proven to be impossible is mindboggling.

  Business response

  10/06/2022

  Business Response /* (1000, 5, 2022/09/26) */ Contact Name and Title: ****** *****, ** *** Contact Phone: XXXXXXXXXX Contact Email: *************************** My apologies for still receiving the marketing emails. I have reached out to the marketing team and requested to have you removed from any further emails. They have assured me this was resolved and you should not receive further emails but if you do, please reach out to me personally. Thank you Consumer Response /* (2000, 7, 2022/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I waited a few days to see if this was actually fixed, and it appears to be.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We placed our order with ************* on July 21, 2022. Order #******* included ***** 28-page calendars with artwork from local school children. Total was $5,386.62 which we paid this in full before the order could be printed.When we received the order, we bundled calendars for disbursement to area schools and community organizations. We had already disbursed many calendars when we noticed serious errors in printing. In a random fashion we found calendars in which months were missing, duplicated or out of order. I was on vacation when the defects were discovered, so one of the staff members of our ******************* called the company. I was confident that the issue would be resolved with great customer care consistent with my past experiences. I returned from vacation to find that the exact opposite had happened. The rep used a dismissive tone and explained our only two options. The first option was that we go through the ***** affected calendars (******* pages) and count the defective ones. When we stated that this was an impossible task, we were told that our only other option is to ship the ***** calendars to them to count. There was no stated guarantee that even these steps would result in a reprint. I called the company and received the same news. I ask to speak to a manager and was transferred to ****** (she gave no last name). Her tone was similar to the callous and dismissive (and with language peppered with victim blaming). After I processed the horrific treatment and impossible resolutions, I researched the company to find horrible reviews for quality control and customer service. I discovered the parent company in my research and called to ask for a manager. No one has returned my call from 48 hrs ago. The company has our money. We have a defective product. Trust is broken so a reprint has no value. We have and will put in countless hours for damage control. Only a refund with bring resolution to this lack of quality and care.

  Business response

  09/06/2022

  Thank you for your feedback. As we reviewed the order, the manager's options were aligned with our policies.
  
  Per our terms and conditions; Defective product refunds and reprints shall not exceed the amount paid by the User or $1,000.00 (whichever is less). Determination of defect is at the sole discretion of 48HP. In most cases, Users will be requested to share digital photos documenting the product defect and/or ship the defective products back to customer service. All complaints must be registered within two (2) days of receipt of a printing job.
  
  The order was delivered on 8/2/22 and the issue was reported on 8/25/22. Any complaints received, customers are required to provide us with the estimated quantity affected as well as images/video. Images were provided, however, they only show 4 out of 5k calendars had an error. Customer claims to have only ***** of the ***** in her possession. According to the customer, examining the remaining items would take too much time.
  
  As part of the inspection process, the manager offered to pick up the order. Customer stated they discarded the boxes. The manager offered to ship the customer boxes and would have ***** retrieve the remaining items, customer declined. Attempts to resolve this issue have not been successful due to the customer's unwillingness to cooperate.
  
  For us to move forward with the claim, we will need the entire remaining calendars returned for inspection and accurate count before a concession is approved.

  Customer response

  09/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Imagine someone goes to a restaurant for a meal. They pay in advance for the food, but they trust that all will be satisfactory because they have been to the place before. When the meal is served, they take a bite of one of the items to find that it is spoiled. They let the server know the issue and the server replies that the customer must eat all items on the plate to prove that all items are spoiled. The alternative is that the customer can take their plate to the kitchen where the staff will eat the food to determine if all items are spoiled. At that point the restaurant will let the customer know what (if anything) they would do to make the customer satisfied. The customer is bewildered and astonished at the lack of care and concern so they ask for the manager, who confirms that this is indeed the policy for the restaurant. The meal is already paid for so the customer has no reasonable options for resolution.
  
  This is a ludicrous scenario. It is unconscionable that a company that delivered a defective product would demand that the customer work to right the wrong done to them. Yet it is representative of what has happened in our interactions with *************. The response of the company to our complaint proves that they will not waiver in the most unreasonable offers for resolution. The only two options offered required intense hours and labor (the boxes are numerous and very heavy) - 15 boxes approximately.
  
  For the record, I will address the errors in the company's response to our complaint. We did not state that we would not participate in their required options. On the contrary, please see an email that I sent to ****** that states we would start counting. The email was never read according to the read receipt I requested. I requested that the email be added to our file. The response states that we only showed 4 defective calendars. The email - if they had read it- clarifies that the photos simply represent the issues we have found - not the total number of defective calendars. We have much more work to do to uncover the exact number of defective calendars which are randomly placed in the boxes. I have included a video which I didn't realize was an option for us. The video clearly reveals the errors in the calendars. When I spoke with ****** (before I sent the email) I requested that a manager of the parent company contact me so that I could attempt to make an appeal for a reasonable resolution. I never received a call.
  
  After recovering from the shock of the poor and unimaginable treatment, we have determined that ************* will not do the decent thing and bare minimum of customer care. We have assumed and felt that we are the victim of a scam. Given this broken trust, we have decided that we will not ship the calendars back because we have no assurance from the company that we will get them back (and we have paid for them). We are cutting our losses and have begun the laborious task of pulling the defective calendars out. We have gone through about a fourth of the ***** that we could retrieve from our initial disbursement, and the total of defective calendars at this point is at about 10% of the total. The process at this point has taken 8 hours. We anticipate that it will take another ***** hours to go through the remaining calendars. (This ***** hour requirement placed on us is the first option that was offered to us to resolve the issue.)
  See Attachment/File: trim.C4628D0D-4F5D-4E7A-BC85-982D443DBB4E

  Customer response

  09/16/2022

  Good ***************************** has contacted me separate from this complaint. They have made an offer to us for a partial refund that is unsatisfactory. I had hoped for better, but they are not giving due consideration to our complaint.
  
  It just occurred to me this morning, that perhaps I should have directed their negotiations to the BBB complaint instead of contacting me directly.
  
  Please advise. Thank you,
  
  ***************************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered vinyl banner Uploaded image Was sent request to approve proof Was approved Banner was shipped and received Banner is blurry, splotchy and in poor condition After proof was approved Company stated it would proceed through a 33 point check system to make sure everything is ok No such point check system occurred They sent product knowing it was faulty Contacted customer support day product arrived Would not accept return

  Business response

  09/02/2022

  Business Response /* (1000, 5, 2022/08/26) */ Contact Name and Title: ****** *****, ** *** Contact Phone: XXXXXXXXXX Contact Email: *************************** I have reviewed the order and the customer's file was not good for printing. We did include notes with the proof as per below: 2022-08-20 09:52:50 PT OUTSTANDING ISSUES Poor image quality. The image contains smudges or distortion.(please provide vector file) The original customers file is visibly blurry as is the proof we generated for customer to look at. Our notes clearly indicate that the file should be replaced with a vector file. The customer approved the proof as is, no replacement file we given. 08-21-2022 10:30:22 Customer Job Item Status: Sent Proof (Prepress) 08-21-2022 10:30:22 Customer Item Modified - Proof Approved Job Item Status: Approved I have uploaded the customer's original uploaded file (jpeg) and our proof file (PDF) which she approved. Customer was given proof notes that the file was not print worthy. It is at that point the proof should have been disapproved and furnished us a replacement file. Once you hit approved, the order moves to production. If the customer would like a replacement banner, I am willing to replace it at no cost but we need a good vector file to print. I can be contacted directly for the replacement banner Consumer Response /* (3000, 7, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company did not provide any correspondence stating image was not print worthy In fact, even per their own notes as detailed above, zero action was taken on behalf on company to address the issue Furthermore after a proof is approved by the client, according to their documents-they are to do a 33 point inspection of proof which clearly they failed to do If a company knows they are printing a faulty product-they should expect their customers to want refunds Company is using deceptive practices by not actually performing 33 point inspections after proof is approved per their own guidelines Business Response /* (4000, 9, 2022/08/31) */ I am sorry the customer thinks we are being deceptive, when we are not. The 33 point file review is done prior to any proofing with customer's original uploaded file per our Quality Assurance in the help center and it states: All files go through a free 33-point human and computer inspection to spot any errors in the design. Our prepress team checks for technical issues in artwork dimensions, resolution, bleed/safety areas, and more. Our prepress team did the 33-point inspection of the customers original file and found issues with the file which was noted with the proof the customer downloaded and approved. Maybe customer did not see the file issue notes when the proof was downloaded but they were included per our prepress team. We do not do another inspection once the proof has been approved. Approving the proof signifies you have reviewed the proof, carefully read any issue notes and are releasing the order for printing. As I stated prior, we will do a free reprint with a higher resolution file or we will issue a refund, whichever the customer prefers. Consumer Response /* (2000, 11, 2022/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund is requested Thank you

• Initial Complaint

  08/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 8/5/22 I received a print order (#********) I purchased with ********** I immediately called ********* upon receipt of the order, as the paper quality and color consistency of the postcards were incorrect. I had placed 2 previous orders (#******* + #*******) of the same design as a test to ensure ********* could provide what I needed. I then placed a larger order of the same design with variation in text across 12 postcards. I have reached out to ********* 5 times (*********************** and *********************************** on 8/16/22, *************************** on 8/11/22, ************************** on 8/5/22 and all the aforementioned on 8/19/22) and have not received any follow up regarding a resolution. I keep being asked to send pictures (which I have 4 times) and keep being told someone will reach out to me, and no one has. The service I have been receiving in resolving this issue is unacceptable, and there is no sense of urgency in rectifying the issue. I have also been treated as if the issues I am communicating are not true. As I have explained now to 4 different people, I understand that ********* representatives are looking at a computer with digital files and information, but I have the postcards physically in my possession. The dismissal specifically of the paper quality issue is frustrating and I am being treated as if I am lying or as if I am ignorant to paper quality. At this rate I would like a full refund of the ***** as I will now have to find another printer that can execute this job with consistency.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/08/23) */ I am sorry that you did not get the quick response to your concerns that you should have. I did reach out to the Resolution Specialist, who reached out to you. She stated you sent her photos which she could not open and asked to have the order picked up for inspection. We would like to get the order back to inspect for paper quality and color inconsistencies. This is hard to determine via photos. Once the order is returned back to us, we will gladly refund your purchase. We will issue a call tag for the product to be picked up from you. We will inform you when the call tag has been issued and pick up is usually the following day. Consumer Response /* (2000, 7, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩