Gooten: Print on DemandReviews of gooten.com

Customer service is completely MIA. You will be on hold over 2 hours on chat.

I am sharing my experience with Gooten based on two recent incidents involving orders fulfilled for my Etsy business. The **first situation** involved a package that was initially shown as delivered. After I contacted the carrier and obtained additional documentation, it was confirmed that the package had actually been delivered to the wrong address. In order to protect my customer relationship and resolve the situation, I provided the customer with a refund and arranged a replacement product. Despite these efforts, the customer ultimately left a 1-star review on my Etsy shop. After reviewing the carrier documentation, Gooten refunded the affected order. The **second situation** involved a completely different type of problem. This time, my customer received a product that was entirely unrelated to what they had ordered. I received photographic evidence directly from the customer showing the incorrect item, and I also had the Etsy order information showing what the customer had actually purchased. This incident also resulted in a 1-star review for my store. I contacted Gooten and explained the impact these two incidents had on my business. Although Gooten classified the first situation as a carrier-related issue and the second as a fulfillment error, from my perspective both resulted in serious customer-service consequences that my Etsy store ultimately had to absorb. Gooten acknowledged the fulfillment issue in the second situation and offered the applicable standard refund after the required documentation was provided. I also asked whether any additional goodwill credit or commercial support could be considered because of the combined impact these incidents had on my store. Gooten explained that its policy does not provide additional compensation for consequences such as replacement costs, lost sales, negative reviews, or reputational impact beyond the applicable order-level resolution. I understand that no print-on-demand company can guarantee that mistakes will never happen, and I also understand that Gooten cannot control whether a customer decides to leave a negative review. However, as an Etsy seller, the customer-facing consequences of fulfillment and delivery problems remain entirely with my store. I refunded customers, handled the complaints, arranged replacements where necessary, spent additional time resolving the issues, and ultimately received two 1-star reviews because of situations that were outside of my direct control. Experiencing two serious order problems within a relatively short period has significantly reduced my confidence in continuing to use Gooten as a fulfillment partner. I am particularly disappointed that, despite explaining the broader impact on my business and providing supporting evidence, the available resolution remained limited to the affected order itself. I believe other online sellers considering Gooten should be aware of how fulfillment and delivery issues are handled and understand that the broader marketplace consequences may remain with the seller. This review reflects my personal experience with these two situations and my communication with Gooten regarding their resolution.

Overall, I’ve had a positive experience with Gooten. The platform is easy to navigate, and once my products are set up and connected, managing them and sending orders to production is straightforward. Most importantly, I’ve been very happy with the quality of the sample products I’ve received. The finished products have looked great, which gives me confidence offering them to my own customers. The biggest area I’d like to see improved is customer support. Support is handled through email rather than live chat, and response times can sometimes be longer than I’d like, especially when I’m dealing with an issue that is holding up an order or product setup. Having access to live-agent support, even during limited hours, would make a big difference. That said, the quality of the products and my overall experience with the platform have been very good, and I’m happy to continue using Gooten for my business.

8th poster to arrive damaged. Artists beware: the ship your artwork in flimsy cardboard. half of my orders are actually bent on the paper but yet the box is intact which means they are rolling the paper too tight. They claim to be investigating for weeks but never any answers as to WHY this is happening.

in the last 6 months their quality has tanked. I used to really like them and had great service but almost every single order is wrong. Customer service is absolutely lacking.

Gooten has a great catalog of products and they are easy to use and connect to. Besides that I’ve been impressed with the quality of their products.

I've had a positive experience with Gooten. The platform is straightforward, product quality is reliable, and orders are processed efficiently. The integration with my store saves a lot of time, and customer support has been helpful when needed. Overall, a solid POD provider.

Gooten used to be very trustworthy. I think they were sold a few months ago? Anyway, whatever has happened, things have gone down hill. A customer received one of the woven blankets that I sell. And the weavers had woven it using wrong colors, even missing out colors from the supplied design, It was a mess, almost looked like they sent it when only half completed. Gooten wouldn’t take responsibility for the mistake, claiming that due to the process, the colors can be muted, and that was within this range. Absolute rubbish. I’ve bought over a hundred of these blankets, I know what the colors should look like. So I had to refund out of pocket, for a mistake they did. Dreadful company for small businesses who can’t afford to refund out of pocket.