Vector Factory Take your money they are a scam Internet

I'd like to respond to the complaint - first, we have thousands of happy customers. In business, you will always have a few customers you cannot make happy, no matter what you do - that's part of business, I believe this is what happened in this case.

There are so many inaccuracies in this complaint, I will start with how we operate.

We convert images people send to us. We convert what we are sent, unless otherwise noted in the instructions (for instance, “please remove the background”). Once we convert the image for the client, they can view a “proof” online, which is a JPG image of what the vector file will look like. At this point, they can request a full refund if they aren’t happy – it’s even in our terms of service, which they agree to as part of the process….

So when a client accepts a proof, that says “Ok, I’m happy with it” and we then provide the final vector file(s) for them to download. It’s a simple process – if you don’t like the proof, you either request a refund, or request changes, in which case we will provide another proof for the customer to review. This process goes on until they are happy and accept the proof.

Many customers have no idea how to work with a vector image, they have no knowledge of what software to use, or how a vector image is different from a raster image – this is out of our control. Many are simply told by a signage or advertising company that they need a vector file. We can only recommend what software to use, which is what we did in this case.

I sent multiple emails to this customer with screen shots containing both their uploaded image, and the vector file (before and after) which looked identical – but I do know we converted the image he uploaded. I suspect the banner company colors that came back were not to his satisfaction – again, not in our control. Printed colors can vary from what you see on a computer screen, which is why there are colors called CMYK, Pantone, etc…for the print industry – none of which was mentioned in the upload instructions.

I advised the customer (after HE threatened to sue us) that I would be happy to speak with his lawyer and explain how the process works, and how we followed our normal process. We simply did nothing wrong – in fact, the image uploaded was indeed quite detailed, and our artists did a terrific job.

Simply put, if the client wasn’t happy, he should not have accepted the proof…he accepted all the proofs, for each job, downloaded all the vector files, of which he is now complaining about. The proof process is there for a reason – it provides a method of feedback between parties to ensure a positive transaction.