Review Time
I placed a large, time-sensitive order: 80 shirts (each requiring 3 DTF transfers) and 200 shot glass UV DTF decals. I paid $18 for expedited shipping to ensure delivery within 2 to 3 days because I have a very tight production window.
The blank shirts arrived on time, but the DTF and UV DTF transfers never shipped tracking sat at “label created” with no movement. When I called customer service, I was told the order was “lost in transit” and would be replaced to arrive in 2 days.
Here’s the issue: the customer service experience was extremely disappointing.
The agent I spoke with had zero personality, zero urgency, and sounded like he absolutely hated his job and didn’t want to be on the phone. There was no empathy, no ownership of the inconvenience, and no attempt to reassure me despite the fact that this delay directly impacts my business and multiple teams I support. I got a robotic “sorry this happens” with no tone behind it.
I also had to call back to request a refund for the expedited shipping it was not offered proactively, even though the delay made the expedited fee pointless. For a company that advertises being big on customer service, this was surprisingly flat.
Additionally, my original invoice included a complimentary sample patch that was not included on the replacement order. As someone who coaches multiple high school and club teams and runs a craft business, I’m constantly sourcing products for team orders (including hat patches). Losing that sample opportunity was disappointing.
Half the order arrived on time, which is the only reason this is a 3-star review instead of lower. The product quality may be solid, but the customer service experience did not reflect a company that values its customers especially those placing large, repeat orders.
I will now have to pull all nighters having only 2.5 days to create all these items instead of the 5 days I gave myself originally. Fingers crossed this order doesnt get lost or else im out A LOT of money and probably a contract.
****Edit****
Just wanted to update my review. Andres has not only resolved my issue, he has gone above and beyond to make me switch over my entire design catalog to Ninja Transfers. He explained the process and what i needed to do to get the desired results. I look forward to a busy 2026 ordering from Ninja Transfers!
Thank you!
Always love Ninja Transfers! Quality of the product is superior, and customer service is excellent. Andres did a fantastic job of handling our issue and getting us what we needed when we needed it. Well, always be back with all of my needs, and we’ll send everybody I know to NT.
this company does not send proofs and when you call to get the dtfs corrected they make you commit to a color code. If the color code does not look right they push it back on the client saying its their fault since they chose the color code. Regardless of how it looks once they send it to you, they are unhelpful if it looks bad as a result! when i asked to speak with management they put me on hold for 20 minutes. Management finally was helpful after three weeks of going back and forth with the service reps. Recommend finding a local print company as an alterative. At least they work with their clients!
The support team went ABOVE AND BEYOND to assist me with an image issue related to heat transfer. During the process, I became frustrated and even criticized them for not delivering the desired image. However, I later realized that I had provided incorrect requirements for the image. Remarkably, the team did not argue with me or highlight that the mistake was mine. They corrected the issue, created a perfect gang sheet of my image, and provided me with all the necessary information for future requests, all at no extra cost. I regret my initial confrontation. They are not only professional in their product quality but also helpful, kind, understanding, and forgiving. I will continue to use their services for my business for as long as I can. Thank you for everything!
The owner and manager provided invaluable assistance during a critical time, going above and beyond. When the delivery service did not complete the overnight shipment, they were exceptionally gracious—issuing a refund, offering a discount, and the owner even shared his email for any further help needed. This is truly top-notch service.
My experience with the service has been incredibly frustrating. I never received my initial order, forcing me to contact the company myself just to gather any information. They placed a reorder and assured me it would arrive yesterday — yet it’s still missing. What exacerbates this situation is the poor communication. I received nearly no updates, and only when I reached out first. There was no proactive information, no accountability, nothing at all. I am thoroughly disappointed. Following this experience, I will certainly not use or recommend this service to anyone. Their reliability and customer support are simply unacceptable. I wish I could give negative stars....
As a frequent customer, I often place orders. I reached out via email to inform them that I paid for priority services, including a $20 line skip fee and $27.99 for next day AM delivery. I requested that they expedite shipping due to my small business needs. Unfortunately, they didn't ship my order until the following day, putting my sales opportunity at risk. I will update on their handling of the situation, especially regarding reimbursement for the fees. It's disappointing as a loyal customer. However, they did eventually email me with explanations for the delays, which was appreciated. They refunded the fees and provided a contact for future inquiries.
Hello Team! I truly appreciate the excellent outcome of my recent order! The holiday sweaters from the service were a tremendous success; everyone adored them! I couldn't have achieved this without your guidance and expertise! You're definitely the best in the business!
I received the wrong order. After filling out the issues form and attempting to call several times, I finally managed to reach someone. Unfortunately, I did not receive any compensation for the error. I paid for next day shipping, but now I have to wait an additional three days for my order.
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