Sir Cooper Unacceptable print quality and even worse customer service Villa Park Illinois

I recently placed an order for posters through my company, for an exciting art gallery event. The posters arrived, and I was horrified with what I saw. The print quality was awful! The ink was streaky, the image and text were blurry, and the poster itself was thus unusable. I double checked the file we had sent, as it was professionally designed, and it had in fact been made to size with the proper 300 dpi resolution required for quality printing. The prints I had received look nothing like the file submitted, it had turned out so badly.

I immediately put in a request on Sir Coopers website to be contacted as soon as possible to resolve the issue. I also made several attempts to call, and was placed on hold for time periods ranging from 30-60 minutes. I was never able to get in touch with anybody.

After several business days, I put in ANOTHER contact request on the site, and tried calling again, to no avail. Same thing happened, no answer, long hold periods, no reponse via email either.

On my third attempt to contact them through the contact request for on their site, I was extremely vague, and requested contact to resolve an issue asap. The next day somebody emailed me offering to help, and asking what the issue was. When I explained the problem with the printing to her, I never got a response.

Again I called. Again I submitted yet another contact request on the site.

By now, the event had passed and we had no hope of reprinting posters to advertise.

Today, I called again. Hold for 20 minutes. I tried the live chat option on the site, four times- each time telling me that no operator was even available. I called AGAIN, was on hold for another ten minutes.

I hung up, and called a different, local number listed on their site. I got a fellow saying he works in print production, who told me that his manager had left for the day (at 3:15 their time) to talk to the people manning the phones about the issue of nobody answer the phones, and then to go home. Even the print tech admitted there was a huge issue with calls not being answered.

Finally, I called for literally the 10th time, and after being on hold for 20 minutes, I got a meek sounding young girl. I gave her my order number and asked that she resolve this. I explain the situation politely but firmly and she asked to place me on hold. I said OK. After 8 minutes on hold, the line DISCONNECTED.

I called back. I hit 0 for operator (again). The same person answered. She said she didn't know why it was doing that. She then proceeded to explain to me that the reason the job came out so poorly was because of the paper. There was NO warning that printing on such stock would come out so horribly- and furthermore if they KNOW it's an issue, they shouldn't even be offering it. I told her that that was simply unacceptable.

Then, she tried to offer me a reprint. Well, I said, the event is over, so it's too late. After stalling for a couple more minutes, she eventually agreed to refund me, saying it wouldn't go through for FOURTEEN business days. Honestly I am doubtful that it will go through at all, given the treatment I have gotten from this company to begin with.

A company that treats people this way AND provides a HORRIBLE service ought not be in business. It's shameful, unethical, and irresponsible. It should take THIS MUCH of an effort to get in touch with anyone from the company. ELEVEN calls, really?

On their website, they advertise customer service, live chat, and "talk now". This is completely misleading, and FALSE advertising.

This company is terrible, and a scam.

Anonymous
Richmond, Virginia
U.S.A.