We set up an online store just to use a custom glasses case product on this website. We had made a custom case for my mom as a gift a year ago. Everyone loved it and we wanted to sell them. The case had her name on top, and a print on bottom. So we reached out to Bags of Love via their online chat service to ensure that it was ok with them that we print & sell their products in this manner (which it was & we have screenshots of that convo), proceeded to set up the whole company, and then went to work creating tons of material for our store based on this glasses case. People would be able to customize it with their name on top, and choice of photos, etc. We got our first customer, which we were excited about. We received the case in the mail, and the print of her name was REALLY off center. We went back to the Bags of Love website, pulled up the design template mockup that we had filled in to order the product, and that design was perfectly centered. We contacted their customer service team with 2 photos (one of the actual case & how off it was printed, and one of the centered online design mockup). They informed us that this inconsistency with printing would continue to happen if we kept ordering products, and that centering would never be able to be guaranteed. They replaced this one order but notified us that they would not be doing so for future orders for our store, and that they didn’t want any future complaints. When we suggested that they state clearly on the glasses case page that there’s a margin of error in print, or that they can’t guarantee centering (which would’ve saved us all this trouble if we had known), they directed us to read the guidelines on the glasses case page, which we proceeded to re-read a second time and still found no information there regarding a warning about what we experienced. We’ve wasted money, time and effort that could’ve been avoided if they were more transparent on the product page. And we were surprised that it could get through their quality check as well without someone catching how off-center it was, didn’t give us a lot of confidence in their process. My husband and I are both graphic designers and we’ve worked with tons of different print shops for a wide variety of things - we’re used to reading print guidelines and working within specific parameters. This experience was a big disappointment as we followed their guidelines and still ended up with a faulty product, and no guarantee of improvement with regards to future products. We’ve since had to totally re-structure our business and it’s unfortunate how much time and energy we lost on this. Based on the experience we had, we don't feel that this company really cares very much about the concerns of people like us, nor are we convinced that they're doing everything they can to provide top quality products with transparent advertising. The product we ordered is not the product we received, and they clearly stated they wouldn't replace future faulty prints. The customer service responses that we got also felt like they were just dancing around the issue a bit instead of dealing with the root of the problem and admitting to fault. Hope this review saves someone else from having a bad experience like we did.Regards, Liza & Tim------------------------------------OUR RESPONSE to Bags of Love’s reply on Dec 10th, 2020: Thanks for your reply. Unfortunately you’re mistaken, the link you’ve provided is for a different product than what we purchased. You’re referencing a Contrado website, but we ordered from Bags of Love - and the info on there was different. This is what we purchased: Bagsoflove(dot)com/custom-glasses-case We read all design guidelines BEFORE purchase (also took screenshots for our records when speaking to your rep & re-read everything a 2nd time) and there was no mention of an error margin on the print centering, nor warning about the design not being able to be guaranteed correctly printed as it is shown, nor the info about the logo that you reiterated from the Contrado website. If you change the wording on there now, that’s great & that would help future customers which was the original intent of us suggesting you include that info on your site, but that’s not what was available to us at the time of purchase. And sadly, we received our free re-printed case a couple of days ago after leaving our initial Trust Pilot review, and it’s exactly the same mis-print as the first case! You also stated the instructions on the wrong product page that we didn’t order from (Contrado) stated, “..we would recommend repeating your logo with our design tool.” However we DID use your online design tool - after receiving the mis-printed case we retrieved our print design from the Bags of Love order history, and our design was perfectly centered in your template.
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