Customer ReviewsforSignWarehouse, Inc.

Purchased a 24" Rogue plotter from the Clearance items. I mentioned to the salesperson that we have FlexiPro 10, and he never informed me that the cutter would not work with that program. Also, tech support and customer service sucks! I spent two weeks (over 40 emails) going back and forth with a tech since you have to be a GOLD Member to have someone call you. Needless to say, I am not happy with my purchase as well as the after sale support, or lack of it. I will never again buy anything from this company or recommend them to any other sign companies we work with. I finally got my plotter to work without their help, after losing two weeks of work. When I emailed a negative reply, I got this email from the Director of Product: "If the product is returned without a valid authorization, it may be declined at our receiving dock and sent back. Any shipping cost will be your responsibility. If a chargeback or other action is initiated through Paypal, your account will be put on hold and all future requests for assistance to product support or customer service will be declined as well."

The customer purchased a clearance item. Our longstanding policy is that all sales on clearance items are final. Nevertheless, we worked with the customer to address their concerns in a reasonable manner.
The item was bundled with supported software, but the customer insists on using outdated software which was never compatible with the purchased item.
The customer was given instructions that would facilitate using the purchased product with the current software provided with the item, including access to complete and easy-to-follow setup videos, but is unwilling to follow those instructions.

The company policies regarding unauthorized returns are standard business practices.
All valid issues have been addressed within the parameters of the support level afforded to clearance products.

1st What SignWarehouse doesn't tell you is that their new software is a low level program that doesn't have all the features that our existing software has. I guess they want you to purchase the upgrade. 2nd I did watch the setup and instructional videos, but they did not address the problem I was having. 3rd A lot of issues would have been able to be solved if the seller provided a manual for easy setup as well as settings, such as how much force to use on different materials and if you are required to use a different blade. Again, they want to sell you the GOLD membership to speak to customer support...and NO, all valid issues have not been addressed within the parameters of support level afforded to clearance products...It states that you would supply 90 days and you didn't!

They take no responsibility for anything they do. I had a order and I had a problem with it and they did everything they could to pass the buck to the shipper and whoever else they could. Terrible customer service!! The issue obviously stemmed from them but they would not admit it. Do not order from them unless you are prepared to have grief and not get what you want when you want it.

The customer ordered several rolls of vinyl and transfer tape wrapped in plastic on March 22, 2022 and was delivered on March 24, 2022. Customer said that when he opened the box flies flew out, and a dead cockroach was found inside. He wanted compensation for the emotional distress this caused. We explained that once the boxes are on the carrier's trucks, we have no control over the environment they are transported in. We are unable to provide credit for this situation.

The customer ordered several rolls of vinyl on 3/22/2022. The order was delivered on 3/24/2022. All items in the order arrived undamaged. However, the customer called to complain that when he opened the box several flies flew out of the box and he saw a dead cockroach in the box. He asked for a credit because of the emotional distress he felt. We explained that we have no control over the conditions that the carrier (FedEx Home Delivery) stores when transporting the items, therefore we cannot issue any credit.

The bugs were not dead they were live and flew out of the box when I opened. The items were sealed so tight that no chance of bug getting in as they say from FedEx. Why would I make that up. The person (*****) was so rude I could not believe that she is in customer service. I will never buy anything from here and I recommend no one else does. Worst service after a product. Liars and try to smear me online. I'm not the only customer to have these among other issues. Their reviews are terrible.

Amanda
Hello *****

*****
Hi. I placed an order a couple months ago as backup vinyl for when I run out. I just got around to opening it and it's completely wrong.
There was a packing slip and the barcode number is XXXXXX
I always order from you since it's an easy process to get the spool of vinyl cut down to 20 inches for my BN-20.
Since I am printing directly to the vinyl, I only ever order White and have it "slit' to 20".

*****
I received this and it's Black, 24". Cut directly in the middle. I am not sure who's order this is, but it's not what I ordered.
an hour ago

*****
Did I lose you?


Amanda
I am researching for you
This is an order from April
correct?

*****
The ship date is from then, so I think so


Amanda
I apologize for the delay *****. I have spoken with my supervisor and was informed we would have needed to be contacted regarding this issue within 30 days.
I do show that the order was for Black vinyl

*****
This wasn't my mistake though.

Amanda
(shows screenshot of my order)

*****
The order was taken over the phone. One, I would never had ordered black. Two, I would never have had it cut in half, when I need it at 20 inches.

*****
This is the 2nd time, Shacreda has messed up an order of mine. The first time, I ordered white. Called her to make sure the cut was added. Then, I got the spool without a cut.

*****
Shipped it back using a label you sent me. Then it was fixed and shipped back to me.
Then, my next order with you, was this one. I mentioned to her that there was a problem with my last order. She assured me that there were new measures in place so that what happened on my last order, would not happen again.

*****
Now I have 2 - 12 inch sections of black that I will never use, nor did I order.
You can look in my order history and see that I have ONLY ordered white.

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Tatelyn
Hello *****,

I do apologize for the inconvenience, however it has been 3months..
We have procedures we have to follow and we have a return policy we have to follow as well.. we would have needed to be notified of this issue well before 3months.

*****
So 1 month, your fault is different than 3 months your fault. Makes a lot of sense.

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Amanda
From what I understand from your description, you received exactly what was on your order
image

*****
Like I said, the order was placed over the phone. I NEVER order black and NEVER have it cut in half.

*****
The order was placed with the SAME person who messed up my order previously.

Amanda
I understand your concern, however if the order was incorrect we would have needed to be notified at the time that you received the order
We sent what was on the order, and would not have known that the order was incorrect until you told us. Our return policy, including the policy regarding notifying us of incorrect orders, can be reviewed here: https://signwarehouse.com/blogs/news/signwarehouse-return-policy
image

*****
I don't need reminding of your policy. I ship around 160 orders a day. Policies can be "bent" when there is clearly fault by the company. And if said company can't realize that, then I will take my business elsewhere.

*****
It's not the first time you've made a mistake with my orders.

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Tatelyn
*****,
Again we have a return policy we have to follow.. We apologize, however this is not something we can go back and correct with it being 3months later.
We do support whatever decision you make.
Thank you.

*****
You can. You won't. I get it.

Just like Amazon, we will do pretty much anything for the customer as long as the request falls within the initial 30-day window. But we do need to be informed of any incorrect items within that 30 days. After that time passes, we are not able to accept returns.