Vistaprint-Where a Proof, Customer Service and Common Sense Mean Nothing!

Front of the card
Front of the card
foil plate (enlarged)
foil plate (enlarged)

Easy as 1-2-3

Chalk it up as another problem in a world where Idiocy rules. Vistaprint, you've seen their ads, they seem to be everywhere on this vast internet. Free business cards, free postcards and printing for all your business needs. Sounds great, so off we went to have some business cards printed for our new venture Gildntile. For those of you who've read my hubs on that new venture you already know what I'm talking about but for those that have no clue Gildntile is very straight forward in that what we do is gild on tile. Gild is a foil material, gold, silver, copper and multi-colored material that can be applied to most any substrate to achieve a beautiful reflective effect. The process is called gilding and Justin has created a method of application on tiles (mostly glazed ceramic) that is done nowhere else. Now that you have the background I'll run you through the process of a simple idea for a business card that turned into a hassle that I never imagined. Justin, being the artist, created the card you see here, a very basic card in that it's simply a white standard card with black imprint with a foil accent added to the word gild, which if you think about it makes perfect sense. The word gild is just another word for foil, hence exactly what we were looking for. With the artwork done I was ready to upload the design to be printed. I was a screen printer for 25+ years and Justin did a lot of the color seperations for many of those years so we both know the printing process pretty well and expected the job to be a simple enough task. The black plates for both the front and back were done and another plate for the foil accent, as requested. While uploading the front image I seemed to be running into a problem with the way it looked on their site so I decided, to be sure, to give them a call to verify that all the images were to their specs so there would not be any problems. I got connected to a guy in customer service who was very helpful. I explained what was going on and exactly what I needed to happen and within 10 minutes he had the card looking just like I wanted. White card, gold foil accent and black print COOL! The guy said we're ready to go and I was looking at the same image he was and was in total agreement. Let's do it! I proceeded to checkout, placed the order and kicked back thinking done deal. Everything from that point seemed great, I got an e-mail with a projected delivery date sooner than I'd ever expected and Justin and I were fired up. Well I think you've figured out by now that it all went south as soon as the package was opened. Truthfully the cards looked great with the exception of no gold foil, which kind of ruined the whole idea. After calming down from the frustration I decided to make a call to find out what went wrong and was greeted by a customer service rep that listened to my problem and told me that foil could not be printed on black and white cards to which I explained that the art was done in a way that it wasn't going to be printed on black, that area was white. I then asked to speak to the tech, support folks that she told me she had just spoken to and much to my surprise was told that could not happen. I was asked if I'd like to speak to her supervisor and I said yes, thinking that we could easily resolve the error. Not only did we not resolve it but she became rude, finally telling me, to my total shock, that my cards could not be printed how they were ordered (with foil accent) so I just decided to cut my loss and tell her I needed a refund and she agreed. Well, you probably know what happened next...yep, no refund. I e-mailed them and as of today have not received a reply but that's one good thing about using paypal, they handle it for you. What a shame that a company of that size is more than happy to accept your money, screw up your order, admit it and balk at providing a refund. Hope this will be of help to you when and if you have to have printing done. Be careful!! End of rant!!! Peace!!

Comments 28 comments

PETER LUMETTA profile image

PETER LUMETTA 5 years ago from KENAI, ALAKSA

Yes Guys I to have had a similar experience with Vista. However I realized I chose them because they were cheap and easy, so I got what I paid for. If I want something better then I'll just have to pay for it. Good rant though, Peter


Wesman Todd Shaw profile image

Wesman Todd Shaw 5 years ago from Kaufman, Texas

Well hell.

Of course I've never had business cards printed for myself, but if all of my plans come together I will be doing that, or more likely, my Dad will be doing that in the near future.

I'm not sure that I'll be marking those guys off the list, cause I can't imagine doing anything. . . .very creative with a business card - but I might be selling myself short. I don't . . .know who does that sort of thing around here, but obviously somebody does.

I guess if Pay Pal "goes to bat" for folks like us, then I'll be glad to go through them - that's sure good to know!

Well, let us all know about the company that DOES get it right, as surely they'll deserve a plug.

~toddster~


justom profile image

justom 5 years ago from 41042 Author

Peter, you have hit the nail directly on the head but this was such an easy print job I thought anyone could do it. It's just nuts to me and has as much to do with customer service (or lack thereof)as anything. I basicly walked them through it and their lack of knowledge was stunning. I have been a printer for many years and would never imagine doing business like this at whatever the cost but that's just me. Thanks for putting up with it, this is my way of just getting out the frustration. I need to get over to read your hubs Peter, trying to get a bead on the project I'm consumed with right now to generate some income. Peace!! Tom


justom profile image

justom 5 years ago from 41042 Author

Hey Todd, here's the deal man. You see the card, it looks fine but they didn't do what they said they would and sent the cards anyway and charged me for foil they didn't even do. A simple e-mail would have worked if they couldn't do it for whatever reason. They offer a lot of stock designs and I'm sure they probably do fine with them but like I told Peter, I walked them through it and maybe custom orders throw them. Dude I didn't want to fuck with it but I could have done them myself. If you order cards they would probably be good for what you need man and the cost is great. Just did not do right by me.


Wesman Todd Shaw profile image

Wesman Todd Shaw 5 years ago from Kaufman, Texas

Maybe they're big fans of Henry Ford? "you may have any color model T you like - just so long as it's black!"

ha!


justom profile image

justom 5 years ago from 41042 Author

Ha! Maybe :-P


G-Ma Johnson profile image

G-Ma Johnson 5 years ago from NW in the land of the Free

Sucks that's for sure. Seems not many have taken their job to heart any more and want to be proud of what they do as well as what they say...I know it is time consuming and I like the look of the card a lot.

You know in the days of the past when I worked with foil there is a glue like stuff that you can use and put the foil on top and make it look gilded, depending on how many cards you want of course.I remember one order I went back and made each one just the way the customer wanted...it was an order for a summer vacation spot and we had worked on it for sometime...over the phone. Mistakes or problems do happen but we were adult enough to figure a way out...

anyway I can't wait to see these tiles and find you on FaceBook? You did say you were working on that as I re-call...Miss our chats...:O) HUGS and Smile


Alladream74 profile image

Alladream74 5 years ago from Oakland, California

Sorry you had to go through all this.Much as it is a hassle,I do my own cards because I am very fussy about how they look. Thanks for the heads up.I thought they would provide a better service than that.


justom profile image

justom 5 years ago from 41042 Author

Hey Merle Ann, customer service is sketchy these days, This place started out fine sort of, they were printing the gold (though they would not even admit that) there's a foil stamping process that's much better quality wise but expensive for us right now. Having been a printer I just couldn't believe they were telling me they couldn't do it. The paypal claim has still not been answered by them even after they told me I could have a refund. Just type in my name on facebook. I've got someone working on a web site. Glad to hear from you. Peace and Love!! Tom


justom profile image

justom 5 years ago from 41042 Author

I know what you mean Victor. We've just been busy and thought this was one less thing for us to mess with. It is such an easy card I didn't expect the hassle. Their story was (after the fact) that they couldn't do the foil on white, which was way beyond silly. White card printed with the gold foil and trapped by the black. Oh well, they still haven't given me the refund they promised either. The whole customer service part is what bothered me the most. Thanks for the comment!


Alladream74 profile image

Alladream74 5 years ago from Oakland, California

@justom. Ah well, you keep pushing the positive side of things and don't let this get in your creative path.


justom profile image

justom 5 years ago from 41042 Author

It's just a cog in the wheel Victor, believe me I'm not dwelling on it. By the way I checked out those bank notes and am very tempted to buy one. They're just so over the top. Take care man!!


Alladream74 profile image

Alladream74 5 years ago from Oakland, California

@justom.Cheers, better get one or two, they are great for parties!


justom profile image

justom 5 years ago from 41042 Author

They have 10,20,50 and 100 trillion notes (I'm sure you know that) and I'm thinking set :-P


prasetio30 profile image

prasetio30 5 years ago from malang-indonesia

My brother, justom. Thanks for share this with us. I hope we can learn from this case. I hope you find the best for you and the problem immediately resolved..amen. Sorry for late to write this comment. But, you still my big brother here. My pray always for you.

Your little brother from Indonesia, Prasetio


justom profile image

justom 5 years ago from 41042 Author

Prasetio, no problem my friend. We can't let the bad stuff linger. Never a problem with with your timing, friends always find each other in time! Peace brother!


somethgblue profile image

somethgblue 4 years ago from Shelbyville, Tennessee

Interesting that you would write about this subject using just one paragraph, perhaps when trying to explain yourself in the future, you may want to include some paragraph breaks.

This gives the reader a chance to absorb the points made, before moving on to the next point (paragraph).

Most humans would not communicate in this manner and there in may lie the problem.

As Peter stated above you get what you pay for, so what did you expect?

I work as a graphic artists for a Worldwide printing company and guess what I do all day . . . yes you guessed it, fix all the crap so called 'artist' send in to our company so that it can be printed correctly.

There is a reason you two are no longer in the business as your skills no longer match the current technology, you would have been better off sending your idea in and letting a PROFESSIONAL create the artwork as we actually know what we are doing and you obviously do not.

Had you hired a professional in the first place, like me, I could have provided you with 500 BC's with your gold foil imprint for 25.00 dollars, but because you're a couple of cheap wannabes you got what you deserve!

Stop crying about and hire someone that knows what they are doing!


G-Ma Johnson profile image

G-Ma Johnson 4 years ago from NW in the land of the Free

somethgblue..I just have to say..."What is wrong with wanting to do it yourself"? A new special idea that so far hasn't been done is what makes our world go round...

Money Money Money is that all we think about anymore? I just get so discouraged with comments like this...

Yes we have the right to express ourselves, but can it be done in a KIND CARING WAY??? or is that too much to ask a Man???

:O) Hugs G-Ma


justom profile image

justom 4 years ago from 41042 Author

Wanna be artist, I can see you have OCD to match your inflated ego but if you'd like to have an honest conversation (which you're probably not capable of) I'd rip you a new asshole. I had a printing business for longer than your mind is old. I'm betting the only reason you have that job is your daddy owns the business. It surely has nothing to do with your talent, or should I say lack thereof. Professional, Hahahahahaha!! Idiot


somethgblue profile image

somethgblue 4 years ago from Shelbyville, Tennessee

There is nothing wrong with doing it yourself and I often attempt to do everything myself but one should also learn from their mistakes. One of the keys to happiness, knowledge and continued growth in any area is to keep an open mind and learn how to listen honestly, without prejudging.

I'm having fun with Just Tom and he continues to cuss me, he is certainly entitled to his opinion, however I think his Hubs would be more effective if he would break them up into paragraphs.

His failed attempt to get BC's done cheap by trying to create the 'plates' himself was a symptom of the way our society behaves. People have a difficult time admitting when they are wrong.

Is this childish, Yes!

Is it wrong, No!

It is just another symptom of the way our society deals with problems, most people would rather complain and point fingers than learn anything new.

He seems to think that I'm young and yet I'm probable older than he is, definitely more mature as I don't require the use of cuss words to express myself . . . another symptom of the generations of conditioning that the sheeple have endured.

He came on one of my Hubs and tried to insult me and when I responded with a little playful insults of my own, suddenly I get cussed, but hey at least I have taken the time to read three of his hubs and make engaging comments.

I can't help it if he has no sense of humor . . . if you can't take the heat get out of the kitchen.


justom profile image

justom 4 years ago from 41042 Author

Shine on you crazy diamond. You are almost certainly not older than me and your egotistical attitude is not amusing, The way I speak, cussing, is quite natural for me but should never be construed as anything more than it is. As for the heat I've yet to find anyone who can produce enough to force me from the kitchen.


Mary Neal profile image

Mary Neal 4 years ago from Atlanta, Georgia, USA

My goodness! If I'd read this two days ago, the company I was helping might not have ordered a thousand postcards yesterday from Vistaprint. Thanks for the warning.


justom profile image

justom 4 years ago from 41042 Author

Hi Mary, your order might be fine. The printing of the cards seemed like an easy enough job. I was upset because I talked them through the whole thing (both online and on the phone)and not only sent me a partial printed order but got snarkey with me when I questioned them about it. They did refund my $ but I had to file a paypal claim. The print quality was actually fine, they just didn't print the most important part of the card (foil). Hope you have better luck with them. Thanks for checking out the hub!!


G-Ma Johnson profile image

G-Ma Johnson 4 years ago from NW in the land of the Free

Wow you are still alive...:O) HUGS Me


rasta1 profile image

rasta1 4 years ago from Jamaica

I was one of the first 20 people to work for Vistaprint customer service when it was a startup .com. Vistaprint customer service is actually in Montego Bay. They have access to cheap educated labor.

When I use to work there, the system was less bureaucratic. I use to issue refunds, do designs, check shipping and etc. Everything now has a different department which leads to division and confusion.

The system is very automated. Its just one click and you get a refund. Also a software feeds the press with the graphics to print. There is no human quality control.

The automated cmyk printing machines will not print a solid gold. Vistaprint does not offer metallic colors associated with spot printing.

Tell them you want a refund though.


justom profile image

justom 4 years ago from 41042 Author

Welcome rasta 1~ They did (and I think still do) offer a foil print. They sent me a sample pack with examples. The run around I got made no sense. They told me they couldn't do it on white cards but they could on gray (that was after the fact though) I was a printer for 25 years so I knew what needed to be done and it didn't happen. They did give me a refund after I called. Your comment makes me see clearer that they don't have a clue. Thanks for checking out the hub and FYI I've been to Montego Bay twice, once for the Sunsplash and loved it!! Peace!!


twentyfive profile image

twentyfive 4 years ago

I love all your art and your tiles. keep them coming ;)

Your biggest fan,

Fehl


justom profile image

justom 3 years ago from 41042 Author

Hi Fehl, sorry, I've been lame on HP's lately but I do miss chatting with you. Hope everything's going well with you. We have a lot of new stuff, if you have time check out a site called Etsy under our name gildntile. Talk to you soon :-) Miss you, Tom

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