Mark B.
Very bad CS - Don't bother with this company. Is either a scam or they are truely terrible at customer service.
Leaving this here as "Joey" from the CS team of Pooliprint has decided to now not answer e-mails after 2 days and i still need to know what is going on with my order. Order #69790 <--Now you can't say you don't know which order Ordered from this company on 19th Jan, payments taken etc, recieved an E-mail stating "Good news, your order has been dispatched" on January 22nd. Got my tracking number, and was told it has been passed over to the courier who needs to update their system. Que 1 week of it sitting this way on the tracking page. After 1 week, on Monday 30th Jan, i reached out to the email that was provided on my order to find out what is going on. Recieved an answer 1 day later. "Thank you for your email and for bringing this to our attention. We are very sorry to inform you that due to the recent success of our L2 printers over the L1 printers, we ran out of stock for the L2 printers. However, we have inventory on its way to our fulfillment centers and the shipment was scheduled for delivery 15 days ago but it has been delayed. There are currently a minor logistics issue with our freight forwarder but the shipment is expected to get delivered to us shortly." Now when i ordered, there was nothing on the website saying they are waiting for new printers to come in (this would have made me think about placing my order) Ontop of this, why would the automated system send out a "your order has been dispatached notification" if indeed the order hasn't even been fulfilled? I did e-mail "Joey" back asking these questions as well as asking about the cancellation policy etc. "Joey" / CS team have now been quiet for 2days, thus the need for this review as i believe they will more than likely answer this than their own e-mails.
Response from PoooliprintFeb 7, 2023
Hi Marc, We're sorry if you felt that way and apologize for the late response; we receive many emails, messages, and chats daily. We are dedicated to providing quality service to our clients and appreciate your patience, understanding, support and feedback as we work to improve our response times. We know that when things don't move quickly, it can be frustrating; so however long it takes ultimately allows us to do the right thing for our customers and for our staff who are extremely overworked as a result of these delays. We want you to know that we are working hard to get through this backlog as quickly as possible so that we can get back to doing what we love most - providing exceptional customer service! In response to our recent shipping delays, we have already shipped all of our pending orders on the 6th of February. We have also resumed shipping to our regular customers, and we hope this means other customers can expect their next shipment of fresh produce soon! We have refunded you back your money from the form of payment used and have informed you immediately about it. We apologize for any inconvenience caused by this and assure you that we will continue to work on improving our service to bring you better quality products and services in future. I am confident this will suffice you. If you need any further assistance please contact our friendly customer support team at [email protected] and we will be happy to assist you! Thanks again! :slightly_smiling_face: PoooliPrint™ Support Team https://www.poooliprint.com/