Mignon S.
The worst DropShipper just run…right now!
First I must say, I love the look of their products and I created some awesome stuff but I could never sell it. I tried to used them for drop shipping and boy was that a bad idea. I could never import my customers orders. It was literally a nightmare. It took 3 days for Kin Custom to respond to my email for assistance. That is not ok when you are running a business and your order is supposed to ship within 3 days. Kin Custom doesn’t offer a customer service number for communication and that is a huge problem. I spent over 4 hours emailing Alison who seems to be the only person responding to the emails and she had the nerve to complain to me about sending 2 separate email tickets when she failed to help me import my orders. We could have spoken on the phone and fix the problem in 5 minutes but they do not offer that. You can only communicate by emailing. I was never able to import my orders and that was not the only problem. I went to set up “branding” something new they offered and that didn’t work either. I had to remove all KinCustom products from my store and literally have not gotten another response. They just gave up trying to help me. Do Not waste your time with this drop shipper. Find another company more advanced like printful or printfy who both offer a seem-less process. I’m so disappointed I ever wasted my time but their site looked so professional and I was tricked into believing they were professional. Not!!
Response from Kin CustomAug 10, 2021
Hello Mignon Stephens, We are sorry to hear that your experience with Kin Custom was less than excellent. The reason for delay in response to your ticket is that it was submitted after hours on a Friday. As a reminder, our business hours are Monday through Friday, 9AM-5PM ET. Our brand promise is to respond within 48 hours or the next business day, which we did accomplish by replying at the start of business on Monday, August 9. We understand that some customers prefer speaking with someone on the phone, and while we do not have a phone line, we do have 100% US based customer support that responds via email through our ticket system to properly track and document support inquiries. Upon further review of your ticket history, I see that Alison spent several hours going above and beyond basic support while trying to help you with your technical inquiries. It is true that opening multiple tickets will not get the issue resolved faster, and in some cases, makes it more difficult to track what has been shared, which can delay resolving the issue. Our platform was designed to be easy to use, requiring only a basic level of technical knowledge regarding CSV files and importing/exporting files when using third party sales channels, such as Etsy. We apologize that this was not the experience you had. Our team did ask for you to send us an HAR file to have our IT team review for further troubleshooting assistance, but we have not yet received this file so were unable to dig deeper into the issue. Regarding the custom branding, I see that Alison provided guidance on changing the name of the logo as a way to troubleshoot, as she was able to successfully test and complete the action on her end. Overall, our team gave clear instructions based on the information you provided regarding the custom branding and order import inquiries, and we apologize that you were still unable to complete the process. We are more than happy to continue the conversation and assist you if you still wish to sell the items you invested time into designing and adding to your shop. We would love the opportunity to turn this experience around for you! Simply reply to your original ticket and we will respond promptly. -Kin Custom