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.
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