frustrating from start until... give up point.
Very frustrating experience with no resolution in sight - because we are still in the middle of it. Initially I was told the DPI and dimensions were slightly off - fair enough, I fixed them. I uploaded a CMYK image as prompted and resubmitted. This was around my third resubmission. Each time I was told they would review the file. Each time I had to call back just to get someone to actually look at it. Multiple phone agents were far more focused on getting me to cancel the order than on simply forwarding my file to the review department. When I was given an image to approve, it was so zoomed out I could not read the small text. Once I received the physical door hangers, I discovered some text had spacing issues and portions had turned completely black. I was offered two thirds of the order value as store credit toward a future purchase - not a refund. At this point I was told for the first time that my image had not been flattened and that this was the cause of the problem. No one mentioned flattening at any point before I placed the order. Over my remaining calls, one agent told me flattening meant saving it as a PNG. The next rep said that was wrong and that I needed CMYK. When I asked the final agent how to actually flatten an image, she told me that was not something they could assist with. When I asked if they had any service or resource to help with this, she directed me back to the review process - the same review process that had already failed to catch the problem before printing. For context - I built most of my own website. I create digital art across multiple platforms. I handle my own marketing and digital advertising. I am not a beginner. And yet after roughly seven phone calls and between four and eight emails, I am left with a box of completely unusable door hangers, no clear path to confirm a file is print ready before placing a new order, and a proof review image so small it is nearly impossible to catch errors before they go to print. What makes this worse is that we still cannot move forward. To place a corrected order we would need to pay again upfront, with no guarantee the new file will print correctly, no way to confirm it is properly flattened before it goes to print, and no refund from the first failed order to offset that cost. They want more money before they will even review a new file - but why would anyone do that when the first order produced unusable product and resulted in store credit rather than a refund? We are not stuck because we gave up. We are stuck because the process gives us no viable path forward. It is no wonder the phone staff seem so defeated. The process itself is broken and it is setting both customers and employees up to fail.