Business ProfileforProlabExpress

I've been in the photography business for over 13 years and used many different printers, all whom I've experienced excellent customer service until today. I ordered a small 5x7 mini gallery mount on Oct 7th, 2021 with USPS shipping of 3-5 days. It is Nov 10th and I have still not received the item. I called customer service and spoke to Holly ****** about this issue, and she told me that it was my responsibility to contact the postal service to locate and retrieve the item because it was not their fault that they lost print. Aside from a superficial sorry, no other effort was made on their end to show their apology for this month long inconvenience, not even a small discount code. I asked if they would consider reprinting this small item and have it reshipped, but she started telling me how it would cost them $18 plus shipping to resend and it's not their fault that it got lost in the mail. This print costed me $15 plus $5.70 shipping, I know it costs Prolabexpress much less to produce this. Also, I found it highly unprofessional and petty that she told me how much it would cost the company to have it reprinted, and made me as the customer feel like I wasn't worth that amount of money to help me solve this delivery issue. Instead, I have to jump through hoops, contact USPS, track this package down and try to get it reshipped to my client. Totally unprofessional and petty. I've already called my credit card company to dispute the charge because I still have not received the item I paid for. I will not be giving my business to this company again because if your print never arrives, they will take your money, place blame on the carrier and tell you to go figure it out yourself. Other printers and companies that I've dealt with happily reshipped out another copy and offered a promo code for future orders for the inconvenience. Unfortunately Prolabexpress does not believe in customer service first, only the $18 plus shipping that they would have to spend to reprint and ship my order. Shame on you!

*********, per our earlier conversation. I apologize we could not come to an agreeable solution for your order. I Understand your frustration, but I do not think this warrants a personal attack and calling out an individual by name in this fashion on a social platform. You could have mentioned management, company, or Customer Service as your focus but please do not ever use an individual's name as your target. Our Customer Service Rep was only trying to help you, your adversarial tone was not professional nor did it help your cause.

To the person from Prolab Express or "management" who took the time to reply to my negative reviews online to call this a "personal attack" yet nothing to address the actual problem with my order except with this canned apology, this just goes to show how petty and poor your customer service is. You'd rather try to defend yourself online rather than pick up the phone and call me to resolve this simple issue. Also, please look up the definition of "personal attack" because by me simply naming your rep doesn't mean I was personally attacking her in any way, just providing evidence that your employee was unhelpful and unwilling to assist me in the order I paid for and did not receive. A personal attack would be if I started calling her names, discriminating against her because of her race/age/social economic status, etc. Please stop making my honest negative experience about you, because this is clearly what you are doing.

Here is the USPS tracking #********************** of my order that was shipped out to me on Oct 16, 2021. If you look this up, you can see it is still stuck in Watsonville, CA and today is Nov 12, 2021. This is almost a month delayed, so you would think that for the month long inconvenience, any company would have offered to reprint this small 5x7 print order that costed me $15 plus $5.70 shipping but this company probably a fraction of that. Instead, "H" told me that it will cost the company $18 plus shipping to reprint and ship and they'd rather me submit a claim through USPS and find the package myself.

First of all, I had no idea your company was a non-profit because if it costs you $18 plus shipping to do this, then you're obviously not earning a profit on any of your orders. I did not appreciate your rep lying to me about that, which made me feel like my business is of no value to yours and not worth the extra few bucks to remedy this failed delivery.

I have worked with several other printing companies, and even when things were a mistake on my end, they still managed to do the best they could to help me solve the issue. There were also several times things were lost in the mail, and instead of blaming it on the carrier and having me go through the hassle of finding the package, they happily took responsibility and reshipped the item out to me because they valued my business over saving a few bucks. I don't care who lost what, but if your customer did not receive the item they paid your company for, it is your responsibility to see that you follow through with the transaction, not the buyer.

Prolab Express, your lack of good business ethics and quality customer service has consequences and because you wanted to save a few dollars instead of helping a customer who has yet to receive the product she paid for, I have left negative reviews about my experience online. This is fair and just to let you know, I am still waiting for "management" to contact me so we can resolve this issue. Instead, you have ignored me and only responded to my reviews online because they are in a public space and make you look bad. Your company is an embarrassment.