Christine
I placed an order online
I placed an order online, but decided to cancel it. I became suspicious when I saw the emails regarding my order confirmation, and the fact that they had no way to reach customer service except by "creating a ticket" via email. I looked up reviews online and the negative reviews confirmed my suspicions. I emailed to cancel a few hours after placing my order. This was well within their "12 hour" cancellation window. I received an email that evening asking me why I wished to cancel. I told them I changed my mind and please cancel the order. I heard nothing for another 2 days. Then I received another email from a different person asking me to confirm that I received their initial email. Yes. Obviously I did, and my email history shows this. I replied back that I had and sent them the screenshot of my reply. Haven't heard back since. I've sent a couple more emails just to document their lack of response for my credit card dispute. Update: I never received a response to the emails I sent. They sent me a Mother’s Day advertisement email. I noticed it came From the same email as their customer service email. So, apparently they can email LOL. I replied back to them regarding my order. I then received an email confirmation of my order cancellation the next morning. Can’t give any insight on their product quality etc., but the customer service /contact definitely needs some work.
Response from FamiPrintsApr 12, 2022
Hi Sir/Madam, First of all, we sincerely apologize for the bad experience in our store. Regarding the problem you are facing, we would like to explain as follows: Firstly, we have not yet developed a connection with customers via phone number, only using email as the main communication channel. However, we are committed that, during the operation, we always respond to customers promptly as well as solve all customer inquiries within the time allowed. Second, regarding your order, can you provide us with the order's information via email at [email protected]? Specifically the order ID, or the email you used to place the order. We will review the information and get back to you as soon as possible. Thanks & Best Regard, Support Team. Replied 2: We sincerely apologize for any inconvenience this may have caused. Could you please provide your email address and order number? This will help us determine the source of your dissatisfaction and improve our service. We hope you understand why we always try to help you in any way we can when one of our customers has a problem with our service and your information is useful to us. That also ensures that you review and purchase the right store and community with us. Thank you for your understanding!