Wallhogs.com CEO - Paul M. Conklin company took money from my visa without permission! Never gave an OK on any art work but they took my money! Breensburg, Rhode Island

This is being written in rebuttal to Ms. Jill Wyton's complaint.  This is to allow potential readers of this site or complaint to review the difficulties we encountered when attempting to work with Ms. Wyton to complete her order.

In short, as you can read below from the order history, Ms. Wyton seemed to be extremely confused to the print sizes available and the cost for each - even after this being explained to her several times by both our graphics department and customer service team, as well as to the location of the Wallhogs facility in Greensburg, Pennsylvania and the reason for higher international shipping charges.  At the minimum, if there was any confusion during the order process, we would have expected a phone call or email to our customer service department for which we would have been more than happy to assist her.

Essentially, it seems Ms. Jill Wyton did not care to review the information provided pertaining to maximum print sizes clearly stated in the Wallhogs FAQ section, nor did she care as you can ascertain from the comments below.  She also stated the shipping charges were high, which we can assume she did not read nor realize Wallhog is based in the United States and she was shipping internationally to Canada.  It seems Ms. Wyton simply wished for us to produce her order at no extra charge and refused to review any of the information, or to contact our customer service team with any questions or concerns.

Ms. Wyton also expressed concerns about the charges to her credit card.  As is customary, once an order is placed and work begins, the credit card is charged.  This is normal operating procedure for any business.  Once we realized Ms. Wyton wanted us to produce her prints, at the sizes requested, for no additional cost we cancelled and refunded her entire cost.

In closing before pasting all communication history for her order, Ms. Wyton was very indignant, irrational and bitter during this entire process.  Wallhogs has been in business for seven years and this is the first customer we've encountered that expected us to absorb the costs for additional printing on this scale.  We are extremely fair with our customers and willing to work with them as our nearly 50,000 users that have ordered can attest.

Following is the communication history of Ms. Wyton's entire order:

Ms. Wyotn placed an order with us on January 16, 2012 for two separate prints.  These are the comments she included with each image ordered:  Image 1: "This photo needs to be 86" wide (right to left) and 48" top to bottow. Is this possible? Is the price different? ", Image 2:  "I think that I have not chosen the sizes properly on the selection chart.... this photo needs to be 73" tall and 61" wide (right to left) is this possible? please quote a price if different from on line. thank you.".  As you can see Ms. Wyton  expressed the sizes for each image and stated it very nicely.

The following day, per Wallhogs 24 hour turnaround for image approvals, we uploaded electronic proofs into Ms. Wyton's account and the graphics specialist that processed them offered her the following comments with the proofs:  Image 1:  "CROPPED IMAGE. Please review image. To get this printed size requested, you will need to purchase an upgrade print size at a charge of $30.00. To purchase go to SHOP DECALS TAB, Special order/Items, then chose upgrade charge. Make sure selected phototex material and choose upgrade charge for a 96"print for $30.00.  If this image looks good, approve image but make sure your upgrade order has been placed before approving. IF you have any questions, please contact us at 1-877-900-4647.", Image 2: "CROPPED IMAGE. Please review image. To get this printed size requested, you will need to purchase an upgrade print size for a wall mural at the extra charge of $99.99. To purchase go to SHOP DECALS TAB, Special order/Items, then chose upgrade charge. Make sure selected phototex material and choose upgrade charge 73x61"print for $99.99. If this image looks good, approve image but make sure your upgrade order has been placed before approving. IF you have any questions, please contact us at 1-877-900-4647. You will have a shipping cost, this is because there is more weight in the package. Your prints will be printed in 2 sections. This will be for both image is the upgrade charges are applied."

The same day, later in the afternoon on January 17th, Ms. Wyton reviewed her proofs and sent the following comments:  Image 1: "I am beyond appauld at the additional cost. (especially because I've
made two orders over $100 each in addition to huge shipping fee.) No thank you I'll find another vender. I trust you will delete the pictures, the order and the visa information. no charges shall be made as no transaction was completed. regards, Jill", Image 2: the same comment as above was used for image 2.  We can tell you at this point that Ms. Wyotn has never placed any other orders with Wallhogs and we are uncertain where the two orders for $100 each came from.  This was the first order listed in her account.

The following morning, on January 18th, our production team received Ms. Wyton's comments and replied to better explain the reason for the upgrade charges.  Following are the comments uploaded to Ms. Wyton's account:  Image 1: "Image has been cropped to fit the size ordered with us. The image size is 52"high by 84"wide. This is a one piece. If you would like the size requested originally we can waive the additional shipping charge but the additional larger size requires a print upgrade since the 48"x86" is beyond our normal 52x84 print size. Also, at 48"x86" the print would need to be cropped slightly to fit that dimension. If you approve the image the 52"high by 84"wide will be printed, if you would like the size requested originally, contact us at 1-877-900-4647 at EST 9-5. We will need your billing information so we can place the print upgrade manually. Please, if you have any question please call, we are here to help you. If you would still like to cancel your order deny your image and include in the comments section, CANCEL ORDER. Have a great day.", Image 2:  "If you would like the size requested originally we can waive the additional shipping charge but the additional print upgrade will be needed. This is because the size requested will be printed in 2 sections as a wall mural and more material is needed to complete. If you would like the size requested originally, contact us at 1-877-900-4647 at EST 9-5. We will need your billing information so we can place the order manually. Please, if you have any question please call, we are here to help you. If you would still like to cancel your order deny your image and include in the comments section, CANCEL ORDER. Have a great day."

The following day, January 19th, we received comments back form Ms. Wyton to include:  Image 1:  "this image is going on a wall that is the size of the original request. I can not change the size of the wall. please provide me with a quote for the original size requested. and shippping if is different than the original quote.", Image 2:  "Again, I stress, the wall is not this size. I requested the
measurements initially, and it is not acceptable to me to have $100 increase plus additional shipping for a couple of inches on either side. The wall is the size it is, I can't change that. so...if you can't
offer me a better price at my said requests, you may cancel my order. "  It seesm even after an explanation Ms. Wyton did not understand our pricing method not the size restrictions due to the manufacturer that produced the material.

On January 19th, Ms. Wyton's order was pulled from our graphics department, cancelled an submitted for credit.  Our customer service department also sent an email to Ms. Wyton as there seemed to be confusion about the sizes requested and additional print upgrade charges.  Following is the email sent to Ms. Wyton: 

Jill Wyton,

Our graphics team has notified us that you are dissatisfied with our cost of the
sizes that you requested.  We would like to explain a little of what we
can do to help.  First,  in order to get the sizes requesting,
cropping will be needed for both images.  We are not sure if you have
reviewed all of the crops they have done for review.  If you would like to
proceed with your order we will upload new images with the dimensions
requested.

As for the prices, our management staff has let us know we
won't have to charge you the additional cost for the extra 2 inches for the 1st
image you order.  They have also notified us and said we can waive the
additional shipping cost due to the weight increase.  As for the second
image, we would have to charge you for the additional $99.99 due to
the size you are requesting.  The size you requested would needed to be
printed in 2 prints. Each print would be 30.5"wide by 73"high. Each piece
would need to be aligned to make one image. There will be a fine
line showing where the additional piece needs placed.  

When ordering a  60,72,84 the maximum width of the material is
52".  This is why on the last proof they cropped the image to 52x72
and 52x84.   If you would like us to proceed with your
order, please contact us and we will get the information needed to place
the additional cost of $99.99.  If you would still like to cancel your order,
please just let us know and we will send your order to our accounting
department for a credit. If you have any more questions you can email us or look at
our FAQ section on our website.  We hope you have a great day and we thank you
for your interest in Wallhogs.com.

Sincerely,
Wallhogs Customer
Service Team

On January 20th Ms. Wyton returned our email with response.  Again, it seemed there was confusion about the maximum sizing for the prints.  Following is the original email with Ms. Wyton's comments just as she sent them to us:

Our graphic team has notified us that you are dissatisfied
with our cost of the sizes that you requested.  We would like to explain a little
of what we can do to help.  First,  in order to get the sizes
requesting, cropping will be needed for both images.Why
would you crop the first image if the wall is so big?  The width of this wall
is 48 inches(and the max is 52)   We are not sure if you have
reviewed all of the crops they have done for review. Yes, of course I
reviewed them. The cropping, results of which is an incorrectly measured mural.
The cropping is not the issue, the picture looks great
either way. The results are still not what you advertise.  I have a wall that is
1.21 metres or 4 feet or 48 inches top to bottom. 2.18 metres or 86inches
(left to right).  I want the wall completely covered top to bottom. .Can
this be done in one piece? Please re quote the cost for this image /tax and
shipping.   If you would like to proceed with your order we will upload new
images with the dimensions requested.

As for the prices, our management staff has let us know we won't
have to charge you the additional cost for the extra 2 inches for the 1st image
you order. This was exactly my point. You quoted me (oh, I forget exactly,
$30?) More for an extra 2 inches to the picture ? I also find it very frustrating that
I dont have a copy of our communication since it is done within your site. I dont
even have anything to reference because I sign into the sight and
the only thing I can access is the pictures that I sent.  None of the
measurements or the communication between us.  Yet you continue to reference
the first photo vs the second photo.  I see a huge margin for error
here.  They have also notified us and said we can waive the
additional shipping cost due to the weight increase.  I cant
imagine that the extra 2  was going to add that much weight difference
to the product., so Im sure you can see how that didnt sit well
with me.  As for the second image, we would have to charge you for the
additional $99.99 due to the size you are requesting.  
The size you requested would needed to be printed in 2 prints. Each print would
be 30.5"wide by 73"high. Each piece would need to be aligned to
make one image. There will be a fine line showing where the
additional piece needs placed.   So essentially I would be paying an extra
$100 for a crappy end result? (a noticeable line) I dont see this as an
option at all.  I also find it so strange that a wall (this small) would
be such a difficult request. 

When ordering a  60,72,84 the maximum width of the
material is 52".  This is why on the last proof they cropped the
image to 52x72 and 52x84.   If you would like us to proceed with your
order, please contact us and we will get the information needed
to place the additional cost of $99.99. Certainly not.  Especially
based on the last comment. When ordering
a 60, 72, 84 the maximum width of the materials is 52. 
The width of the first photo was 48 .  So You were not cropping the extra
4 off the width that I dont need, but going to charge me for the
extra 2 that I needed?  Can you see this from a customers
prospective?  Granted written communication is a flat media and
effectively communicating through this means is a real challenge but  I
think that this order needs to start over again.

If you would still like to cancel your order, please just let us know and we
will send your order to our accounting department for a credit. I
should not be in need of a credit, as I have not yet okayed the purchase of
this order.  If this is the case, Id suggest you do some pretty
fast explaining.  No wait, if that is the case, Id suggest you make
a direct call to me at 604-312-8491. If you have any
more questions you can email us or look at our FAQ section on our
website.  We hope you have a great day and we thank you for your
interest in Wallhogs.com.

Even after this third communication pertaining to the size of the prints, plus the offer of absorbing the cost on the Image 1 print, it seems we were unable to communicate the material restrictions and sizes for producing prints.

After the order was cancelled our President responded to Ms. Wyton in order to address some of the issues.  Following is the email Mr. Conklin sent on January 23rd:

Jill,

    Greetings.  My name is Paul Conklin and I am the President & Co-Founder of Wallhogs.  My Customer Service Team and Accounting Department have forwarded me your email and the history of your order.  I have reviewed everything and asked them to simply refund the order and to close your account.

Just as our customers hold us to a high standard, we in turn do the same - holding our customers to the same high standard.  I just wanted to take a moment to ensure you understand why the amount of communication with your order was necessary:

For the first image on your order you selected an 84" print,
however then requested to have it produced at 86".  Pricing for
an 84" print costs $119.99, however the next size print we offer
is 96" at a cost of $148.99, a $29 difference.  You will find
the majority of companies price prints by the foot, not inches. 
Unfortunately your request for an 86" print exceeded our 84"
size and would need to be bumped to the 96" price even though it
would print at 86". You requested your first image be produced at 86x48, which we
can produce as a single piece print, however when processing
your image the original dimension of the image at 86" places the
height at 52.5".  In order to meet your 48"H request the image
requires 4.5" of cropping form either the top, bottom, or a
little of each.  Original photo pixel dimensions are beyond our
control and we can only work with what our customers provide.

On your second image you requested it be produced at 73x61 and
proceeded to select a 72" print.  As well, the maximum width of
our media is clearly stated in the Wallhogs FAQ section as 52"
as this is the widest the manufacturer produces the roll.  The
first issue here is again the pricing for the long side of the
print.  As you are requesting a size that exceeds the 72"
maximum the next size print, an 84" would need to be selected. 
The second issue is you requested a 61" width when 52" is the
maximum we can produced in a single piece.  Therefore, this
print would need to be produced in two sections to meet your 61"
width and would therefore require additional costs.

    Again, we hold our customers to a high standard and expect
them to review the information provided on the website and not to
assume anything.  At the least if anyone is unsure we provide a
toll free number for our customer support to answer any questions
and assist in the order process.  To myself, it is clear that you
did not review any of the information provided in our FAQ
section.  As well, I'm unsure why you would order a size smaller
for your prints and assume we would provide the extra material at
no additional cost.  If there was any confusion during ordering we
would have expected a call or email to our Customer Service Team.

    Our apologies for any issues and again, the refund has been issued and account closed.

Ms. Wyton did reply to Mr. Conklin's email, however due to the language used and this websites profanity clause we are unable to post it.