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.

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 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.

I really wanted to like Gooten, but my experience has been terrible. Last September my orders stopped shipping and multiple support requests went unanswered. After the company was acquired by Taylor I tried again, hoping things had improved. I placed an order for two T-shirts to the UK with a stated processing time under six days. Ten days later the order still hadn’t shipped. Support replied once saying they would check on it, but 48 hours later there has been no update. Very disappointing. Absolutely cannot recommend.

HORRIBLE Experience - Warning: Do Not Use! I have been using Gooten for years, the connection has always been questionable and customer service slow. However, this week I have had three extraordinarily poor experiences. 2 x orders same day did not sync. Checked multiple times a day for FOUR DAYS and still did not sync. On day 3 I sent a help request, no response, so on day 4 I sent a message to cancel the orders if they ever come through and made the order with another provider (so my customers actually get their orders and with any timeliness). Gooten failed to cancel the orders and then refused to refund, saying they had a sync issue and that these things happen. They advised me to disconnect my Etsy store to prevent these problems in future (so... stop being a customer?). So now I am left out of pocket for both orders and have the embarrassing situation of my customers receiving their orders twice. Yesterday I had a $650 order and over 24hrs later, it still did not sync. I logged in to Gooten and disconnected my Etsy store to prevent a duplicate order (if it ever comes through, who knows). Then when I went to make the order manually - ALL OF MY PRODUCTS HAVE DISAPPEARED. Literally years of work down the drain. I tried reconnecting my store but still 0. I've now made that order with another provider also. GOODBYE FOREVER, GOOTEN.

I am really shocked that Gooten not only screwed up my printing, but they can't (or won't) even process a simple refund. What's worse, they told me they DID process a refund, but it was only after I confronted them because it had not been put through that they admitted Gooten had not processed it. This is absolutely ridiculous and the worst experience I've ever had with any company, ever. There is absolutely no excuse for this. Gooten needs me and other businesses to survive, this is no way to treat us. They are aware that they are messing up your orders - I saw Maddy's video on YouTube with the apology. I thought this apology a month before my order and refund were messed up meant they were fixing things, it said they had resumed order stability but that does not seem to be the case. I find it hilarious that they turned off the YouTube comments on the apology video, they obviously know there are a lot of people who are still angry with them, and for good reason. As businesses we need to depend on their reliability, and Gooten has permanently lost my trust. It should not be impossible for you to issue refunds when they're aware that they're already screwing up thousands of orders (I've been reading about their struggles online - many complaints). This is inexcusable, especially around the holidays when Gooten should be at the top of their game. I am so disappointed in Gooten, and I'm not the only one. Look around online, you'll find hundreds of bad reviews - do NOT use them for anything, you will lose money and you'll be disappointed with their print quality.

So bad, no customer support, no idea why things go wrong, no recourse and no response when requesting customer support. Would never trust them with my customers orders