I’ve been a customer for about two years…
I’ve been a customer for about two years, and unfortunately this is the second consecutive order with serious issues. After this experience, I won’t be returning. On a previous order, I approved the artwork based on the proofs provided, which showed correct designs for the labels. I contacted the company only to address a bleed issue. I was informed that correcting the bleed and cutting to full bleed would incur an additional $19 charge, which I declined, explaining that I could trim the labels myself. No other changes were requested or approved. Despite this, the labels I received did not match the approved proofs. Fonts were changed, and more concerning, the floral artwork itself was altered and inconsistently cropped, resulting in imagery that no longer matched my original designs or branding. These were not minor adjustments — they were material changes to the label artwork that were never approved. The approved images in my order history still show the correct designs, making the discrepancy between what was approved and what was delivered especially concerning. When I raised the issue, emails went unanswered. I later called and was given promised timelines that were not honored. My order then sat on hold without communication for extended periods and ultimately took nearly two weeks to complete. Instead of refunding the error, I was issued a store credit, which forced me to reorder with the same vendor in order to recover my money. Importantly, even though the delay and design issues were not my fault, I was still required to pay shipping again on the second order (nearly $9). The company advertises expedited shipping on orders over $50, but because the resolution was issued as a credit rather than a refund, I was excluded from that benefit and bore the shipping cost again despite the original error. On the subsequent order (placed 2/9 for a scheduled collection release on 2/27), artwork corrections were addressed promptly and approved by 2/10 around noon EST. The company advertises a 4 business day production timeline, but the order remained in prepress for days. On the stated ship date (2/17), I was informed that the order had not yet completed printing. Only after repeated follow-up did the order move forward, with shipping initiated afterward. When the labels arrived, there were also visible quality control issues, including uneven cuts, inconsistent alignment within the label area, and irregular framing of the artwork across the sheet. For a brand that depends on visual consistency and retail presentation, this confirmed that the order was rushed through production rather than properly reviewed. I take responsibility for a single sizing correction on the second order, which I addressed immediately by phone and email. However, unauthorized artwork changes, inconsistent output, missed timelines, poor communication, additional costs, and being forced to reorder via credit rather than refund represent a clear pattern rather than isolated mistakes. My business is growing, and I need vendors who respect approvals, communicate clearly, and honor published turnaround times. Unfortunately, this company no longer meets that standard.