Complaint: Offer by CreateMyWalls.com thru Amazon for metal print. Ordered canvas wall hanging, same print..product blurry, bad quality reproduction of photo.
Order ID: XXXXX
Date Added: 09/27/2013
Order ID: XXXXX
Date Added: 09/27/2013
"Your orders are being processed, and our current turnaround time is estimated at 9-14 business days."
Ordered one small metal print, and one large 40x60 canvas print of photo of Iris. Photo clarity excellent when uploaded into website. No stipulation is listed on site as to "image resolution" being at a certain level for reproduction, no matter what size ordered. Site guarantees 365 day money back guarantee.
Had not rcvd orders by 10.22.13, almost a month after ordered. I sent e-mail to cancel. No response for over a week. When response rcvd was told one print ready, other item they would put rush on and ship asap. Spent over $300 for the two prints.
When prints rcvd wk of Nov. 11, both prints very blurry, clarity very bad, looks like you are looking at print thru glasses with wrong script.
Sent letter of complaint to company, their response:
"We are sorry to hear that you are not satisfied with the final quality of your print. Unfortunately your original image resolution was low at the desired print size which would not result in a overall crisp image. With a print that large we recommend using an image file that is 240dpi or higher AT the final size of 60x40in.
We apologize for the inconvenience however we are not able to issue you a free reprint at this time as stated in our FAQs, we are not responsible to reprint or refund your order, if any of following conditions apply; you simply do not like the chosen image that you had ordered. If you are able to retrieve a better, higher resolution version of your image, we would be more than happy to reprint it for you if you cover the cost of shipping, which is $88.71."
The "chosen image" I sent them was very clear and was what I ORDERED but NOT what I received as to clarity, so the issue is NOT that I did not like the CHOSEN IMAGE, it's that this company did not specify before they printed two prints that are of terrible visual quality that they felt the print I sent them would not reproduce well, nor did they stipulate a resolution quality required in uploading image on their website. The site accepted the print, the company never said it could not be reproduced with clarity, the company just proceeded to send me two reprints that are of very poor quality and are not willing to take responsibility for their scam. I would not recommend this organization to anyone.
Initial Business Response
Customer ******** ****** placed two orders on 9/27/13 (one canvas art print and one metal art print). Placing an order with our company means that we use images given by our customers to reproduce these on different medias.
She canceled her order on 10/22/13. After we contacted her she revoked her cancellation asking us to rush her orders through and ship the same day. We produced her prints with the images given by her.
Attention: We are a printing company and we don't judge any of our customer images of content, resolution, sharpness, blurriness, etc. In the past we had this happening several times that we contacted customers about issues with their images. These customers wanted to have their images reproduced exactly the way they gave these to us. At no point we guaranteed that we 'double-check" customers images.
Our website states that customers can contact us before they place an order and we will evaluate the image quality of their images. NOT after the order was placed.
Due to the fact that we delivered the products exactly how it was promised we can't offer a free reprint or a full refund.
But to stand up for our "Satisfaction Guarantee" we offered a free reprint without paying for the shipping costs.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Orders were cancelled yet I rcvd no word from anyone at organization for over a week after request of cancelation. I canceled after the original order was not processed within the promised 9-14 days but took almost a month. When I finally got thru to someone on the phone to confirm cancelation, I was told by one employee that orders had not been canceled, then rcvd word from another employee that they had been cancelled but that one was printed and another was almost ready. I did not ask any employee at this organization to rush anything, the employee told me that if I was not canceling they would need my credit card number to rebill as they had issued credit, and that they had put a rush on the remaining print to ensure they could ship it out immediately if I did not wish to cancel so I said ok, go ahead, not knowing the lack of quality the end product would be produced with. Not knowing that in the companies own words which they issued to me AFTER I complained of the extreemly blurry result of the final product ""We are sorry to hear that you are not satisfied with the final quality of your print. Unfortunately your original image resolution was low at the desired print size which would not result in a overall crisp image. With a print that large we recommend using an image file that is 240dpi or higher AT the final size of 60x40in." This should have been told to me PRIOR to printing and billing me for faulty product. They apparently do not wish to take responsibility for their lack of ability to produce a quality, clear product. .instead intent on blaming the consumer.
There is no reason to get a reprint of an image they cannot replicate with clarity of image.
Final Business Response
Dear ********, We decided to offer a free reprint to you. Please contact our customer service team at ****@canvaslifestyle.com to provide us with a high resolution image printable for this size. Thanks, ******* ********
Complaint Resolution: Company resolved the complaint issues, but not within the Bureau's timeframe.