Koolprint.com

I was fooled by the Koolprint.com website & their 24 hour online

chat. I live in a time zone that is 6 hours behind the US west coast

& found it great that the first time I went online & asked a few

questions about a 33" x 79" rollaway banner that a real person was

there to answer my questions. That got me in, but was the beginning

of a nightmare. I should have realized after that when I went on

again & asked a non-standard question that suddenly the person at the

keyboard at the other end would go silent, or paste in a standard

response that didn't relate to my question.

I looked online at their production & shipping schedule & mailed my

artwork to them knowing that I was well within their timelines. I

enclosed very specific timelines & a Californian shipping address for

it to go to by a certain date so it could be used at a trade show. I

eventually received an email from them with a proof for me at

approve. Time was now running short as they took so long to send the

proof, & I had sent them finished artwork. With my approval I sent my

credit card information & again reminded them of my deadlines & the

shipping details. The day before i left to attend the trade show I

managed after approximately 15 telephone calls to get someone to

answer instead of their answering machine. His name was Bryan & when

he looked up my order he said that I had placed 2 orders & went

silent when I was insistant that I'd only placed one. I explained my

deadlines & asked for the order status. He promised to phone me back

no matter what within 15 minutes. He did phone back approx 48 hours

later after I had left. When I arrived in California for the trade

show I received an email from my company informing me about the phone

call to say that they would ship it next Monday. Unfortunately my

trade show was on this Saturday & Sunday, so we had to do it without

a banner.

I sent them a polite, but angry email telling them not to bother

shipping it as I wouldn't be in the country to receive it & to refund

my credit card. They replied a day later apoligising & offering to

refund my card or still ship the $300 banner & refund my card for

half of this amount. I foolishly agreed to pay for half of it &

receive it late if they would mail it by air to my overseas home.

They still took a week to ship it & it arrived today. I have never

seen anything so cheap as what they sent me. The aluminum frame was

all bent up & broken from the trip & is totally unuseable. The

printed canvas surface has scratches on it that must have been there

before it shipped as it was rolled up inside the frame. it is now

over 2 weeks since I agreed for them to refund only $150, but they

still haven't done that. I emailed them today & told them that if I

don't see a full refund in 24 hours that I will be disputing the

transaction with my credit card company.

DON'T BE FOOLISH like me, stay away from Koolprint.com

Doug Beitz

Comment On This

At first I was very impressed with the customer service of Koolprint, but as soon as they got my money it all stoped. When I received my order the print quality was awful, you could not make out the picture. I then tried to to contact Koolprint for a reprint and thats when the games began. I was passed from customer service agent to customer service agent. I was promised calls back and never received them. I had customer service agents pretend to be the manager. When I finally got a hold of the manager he would not return my phone calls. I left messages and emails with no response.

I then looked online and found websites dedicated to similar complaints on Koolprint. Someone needs to put them out of business now!