Persnickety Prints, I am not sure how to feel about you anymore!

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Posted 2/4/2013 by Skellinton in General Scrappin'
 

Skellinton
Throwing snowballs instead of throwing heads!

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Posted: 2/4/2013 8:38:18 PM
After all my stress and problems with ordering, I did empty and fill my cart again, but when it came time to check out this time it got hung up at the "choose cropping option" portion. Last time it got hung up at the point right before I should make payment. It was taking forever, so Chari emailed me last night, and she was able to do something to get it to go through. She thinks it was a combo of the order size and the fact that I used high resolution uploading in the first place. I am not sure that is what it was, since I had way more photos the first time (due to all the duplicates and photos I hadn't even ordered), but in any event she got it through some how and all 869 pictures are already done and on their way to my house!
Chari really helped me out, and I am so appreciative! I still wish Lifepics would make it a bit easier to order multiple sizes or view the cart photos larger, but I do have a strategy for next time which will mean just making different albums for each size I want to order.

Anyway, I know my pictures will be beautiful and I am so thankful they are on their way! I have to make another big order next week, I hope they are ready for me!

Thanks again Chari and the Persnickety team!!!



jenlr
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Posted: 2/4/2013 9:34:46 PM
So glad to see your update. I have ordered from them a couple times and got great pics, but it was a weird process. I did something wrong on one order and received duplicates of everything. Anyway, I recently tried another company, but really want to make Persnickity my "go to." I will see bc it was an easy ordering process with the other company I tried.

melanell
Ancient Ancestor of Pea

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Posted: 2/5/2013 11:35:50 AM
I am glad to hear things worked out well in the end and that Chari was helpful to you.


Any chance there was ever an apology offered along with the help?



kethry70
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Posted: 2/5/2013 11:58:34 AM
I'm glad she was finally able to help you but her attitude in response to your issues has already turned me off trying out their services




melanell
Ancient Ancestor of Pea

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Posted: 2/5/2013 12:36:07 PM
^^ I agree. I decided to have my current batch of photos printed elsewhere.


However, I would probably still be willing to give P.P. another chance if they seemed to truly adjust their attitude when responding to customer issues.



whimpysue
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Posted: 2/5/2013 2:23:54 PM
You should update your original post with this good news.
wendy


It doesn't matter where you go in life, its who you have beside you that makes it worthwhile.
Don't cry because it's over, smile because it happened. Dr. Seuss

Skellinton
Throwing snowballs instead of throwing heads!

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Posted: 2/5/2013 4:40:36 PM
Actually, I rec'd another email today, and I don't know what to think. Chari told me that she had never been lashed out on as she was on my thread, saying that copying and pasting personal emails and belligerently attacking a company could be a legal issue, etc.

I personally don't think I was lashing out on anyone, I was venting over my frustration and did not give anything but facts about what was happening. I did not copy and paste any email, I did copy and paste one sentence that she said to me and I did note that what she posted was a direct copy of what she sent to me.

I do not know what to think now. I was going to be placing another large order next week, but I think I will hold off.




mamaofdudes
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Posted: 2/5/2013 4:43:42 PM
I'm with Kethry70. I'm already turned off by them because of all the other posts about their terrible upload process and service. Not worth the headache.



melanell
Ancient Ancestor of Pea

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Posted: 2/5/2013 8:24:20 PM
I deleted my photos from their site.


Their behavior just leaves me flabbergasted.


I'm sorry you're dealing with this, Skellinton. I thought you have been very respectful, very kind, and very willing to forgive and forget. And they chose to toss it all back in your face.




VexedAngel
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Posted: 2/6/2013 2:14:10 AM
You've been nothing but appropriate--and certainly done nothing illegal--she's lost a lot of customers through her own lack of professionalism.

Including me!


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MeMovieGal
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Posted: 2/6/2013 5:50:18 AM
I am sorry you had such and unsatisfactory result with Persnickity Prints, I however have had great customer service. I will agree the ordering process can be a bit cumbersome. I had about 1-15 8 x 8 pages pages printed I had used a very narrow drop shadow along the edge and when I received them the shadow was nearly cut off on most of the pages. I contacted them, they asked for photos of the pages, while I was talking the photos and reviewing my pages, I could clearly see myself that I just really needed to create a larger shadow on the edge, that I was absolutely giving the developer no room for even the slightest cut error, and had resolved to make the change and resubmit. There were a few emails back and forth with Persnickity, one of them where they had mentioned what I had already discovered, that increasing the width just a tad would improve the image. However, they also stated that they thought they could do "better" than they had with the first batch, and next thing I know they were all reprinted (even the other facing page of each one of the incorrect ones which were perfectly fine)and sitting in my mailbox.

I think there are always situations with every retailer when someone has a bad experience and someone else has a great one. Everyone has to make a decision based on their own experiences and see if the company is a good fit for them.

Maribeth

hrodriguez
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Posted: 2/6/2013 5:53:01 AM
I also had a rough time with uploading pictures, it froze and I walked away. I haven't had time to go back and see where I was. However, the response from the people who work there is so childish. Im going to go back to MPIX. Its worth a little extra. Ill just wait for the sales.

KBPea
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Posted: 2/6/2013 6:43:30 AM
Wow, now they are telling you that substantiated complaints about their ordering process is a possible legal issue? I certainly won't order from them. Ever.

blue_ridge_girl
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Posted: 2/6/2013 7:45:23 AM
Wow. I am surprised at this. I have ordered from them before, and have had problems with their ordering system, but dealt with it because I loved the 12x12 prints.

I'm really dismayed by the poor customer service shown in the responses to these 2 threads. I think it's especially sad that a threatening and intimidating email mentioning "legal action" was sent. You haven't done anything illegal and the whole suggestion that you have is ridiculous.

I won't be purchasing any more prints after I use up my existing print credits...they've lost another previously satisfied customer.

Mallie
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Posted: 2/6/2013 7:47:41 AM


Actually, I rec'd another email today, and I don't know what to think. Chari told me that she had never been lashed out on as she was on my thread, saying that copying and pasting personal emails and belligerently attacking a company could be a legal issue, etc.
These are not people with whom I care to do business. Ever.

kethry70
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Posted: 2/6/2013 8:21:50 AM


Actually, I rec'd another email today, and I don't know what to think. Chari told me that she had never been lashed out on as she was on my thread, saying that copying and pasting personal emails and belligerently attacking a company could be a legal issue, etc.

These are not people with whom I care to do business. Ever.



That. If you can't handle valid (or even invalid) complaints from your paying customers, you probably won't continue to gain new ones. Thata response is abominable




tinkgumby
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Posted: 2/6/2013 8:35:28 AM
I'm baffled why she/the company would do that when things had been resolved to your satisfaction.


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aobanion
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Posted: 2/6/2013 8:49:43 AM
I love Persnickety and I feel like their customer service is exceptional! I love that they look at each order and will contact you if the resolution or coloring is off! I use them a lot, especially for my larger prints. So glad you got your beautiful prints sent your way.

Skellinton
Throwing snowballs instead of throwing heads!

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Posted: 2/6/2013 9:28:38 AM

Posted: 2/6/2013 6:35:28 AM 
I'm baffled why she/the company would do that when things had been resolved to your satisfaction.




I know, I was confused on that too! I had emailed her again to thank her for her help and let her know that I had another large order I would be placing next week (hoping she would see that there were no hard feelings on my end). She responded by telling me I didn't need to use full upload for the photos as she thinks that was the reason for the delay, then said went on to say, "in a side note," where she proceeded to take me to task.
I don't get it either.



scoobers
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Posted: 2/6/2013 9:33:35 AM
Obviously they attended the Donna Downey school of how to run a business *snort*



ratqueen
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Posted: 2/6/2013 9:49:56 AM

I think there are always situations with every retailer when someone has a bad experience and someone else has a great one.


This is absolutely valid. In this case, though, the bad experience (the upload/printing) of photos was resolved satisfactorily. It was the company's response to Skellinton's thread and their repeated nastiness and backhanded remarks both to her privately and also publicly on the original thread posted here that is leaving such a bad taste in everyone's mouth.

Shit happens - the order got screwed up, really not a big deal. That's not the issue. The issue is Shari's response to her customers. Blaming a third party company that PP uses, and then actually having the balls to blame her customer publicly is where she lost a lot of us.



seasonscraps
StuckOnPeas

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Posted: 2/6/2013 10:47:35 AM
She should have quit while she was ahead. You posted a frustration and IIRC, a lot of the responses were "it's annoying to place an order but oh so worth it". UNTIL, Chari responded and blamed everyone under the sun for their poor choice in a shopping cart platform.

She assists you with her order, a new thread is started commending PP for the assistance, plans for another order and then she takes you to task? If she never made those posts, she would not have had that type of backlash.

It's Chari/PP's actions that make me not want to use their service not because Skellington posted a vent.

melanell
Ancient Ancestor of Pea

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Posted: 2/6/2013 11:07:47 AM

It's Chari/PP's actions that make me not want to use their service not because Skellington posted a vent.


Yep. That's exactly how I feel, as well.

If anything, the original post helped me to feel better about the issues I was having. A., I knew I wasn't alone, and B., I figured if multiple people were having issues there was a much better chance that someone would come along with a tip or trick and/or that the company would try to make some tweaks to improve things.

And then the response(s) from PP killed it for me.



mpriest
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Posted: 2/6/2013 11:09:11 AM
Wow. I have used PP in the past and had no trouble at all (even in the uploading, but I did have a rather small order). In fact, I loved using them, so it makes me sad that a company would behave this way.

I am going to give PP the benefit of doubt, and hope that they made a CS mistake like this just once and it isn't a regular occurrence. (Are there other cases of people being mistreated that I don't remember or know about?) If its not a habit, I will chalk it up to a learning experience for PP and hope that they grow from their mistakes.




www.melissapriest.com

Skellinton
Throwing snowballs instead of throwing heads!

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Posted: 2/6/2013 11:18:02 AM
Melissa,
I too was willing to give Persnickety a chance too, obviously as I planned on making another order next week, but since Chari is the owner of Persnickety and not just a random customer service representative it makes it harder to swallow her emails and posts to me. It wasn't just one email from her, or even two emails on the same day. It was several emails from her over the span of a few days. The one I received yesterday was the final straw for me. I had emailed her thanking her again for her help and told her I was going to be making another order and her response, which I posted some of above, was such a slap in the face. Saying I was attacking the company? Alluding to the fact that I could be held legally accountable for the things posted in the original thread? Just unnecessary and really rather unfathomable since I had just thanked her for her help!



Skellinton
Throwing snowballs instead of throwing heads!

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Posted: 2/6/2013 11:21:47 AM
And I want to thank everyone for being so supportive to me! I was feeling awful about myself after I got Chari's email yesterday morning.
You all made me feel better. Thank you all for commiserating and being so supportive!



fiddlerontheroof
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Posted: 2/6/2013 12:02:14 PM
Unacceptable customer service. At no point, EVER, should a company chide one of their customers like that, either privately or publicly. You provided honest feedback. At no point, from what I read, did you get belligerant or even angry. You didn't curse, call names, or threaten. You merely stated your frustrations in, what I thought, was a balanced matter.

I don't have a dog in this fight as I don't order many photos online, but I am appalled at how the company has publicly dealt with this whole situation. If I spoke like that to a customer at my job, I would no longer have a job.


I think they need to read "A Complaint is a Gift." Corny title, but it's standard reading for my department at work and contains some nuggets of wisdom. Every interaction with a customer is an opportunity to show them your best side. Customers remember those companies that handle a challenging situation with honesty, friendliness, professionalism, and a determiniation to do right by their customer. That's the type of company you want to be.

Sigh.



mpriest
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Posted: 2/6/2013 12:10:02 PM
Thanks for clearing that up, OP. Makes me sad that it wasn't just a bad day for them.


www.melissapriest.com

mebarnet
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Posted: 2/6/2013 12:49:38 PM
I don't think you did anything wrong at all.

I agree with most posts here, the way they handled the issue in the first place seemed good then there was the oh by the way... Which to me was inappropriate. There are better ways with dealing with the situation.

All companies get good and bad comments, it is how they deal with them that is the kicker for me and I think her response was rather childish.


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