optimalprint.ca

TERRIBLE customer service

I ordered my Christmas cards with Optimal Print for delivery between two dates. Got an email order confirmation, but nothing further. Upon reaching out on the last date the order should have been delivered, I was told it had shipped the previous week and I was given a tracking number. Upon tracking it, I realized that there was an error that the shipping company had made - they sorted the package incorrectly, it said. I called and they said that they updated my package to a pick up at their facility about 25 min from my home. I said I paid for shipping to my home and to please get it delivered. The shipping company opened a claim. I went back to Optimal Print to let them know what was going on and that I had paid for shipping to my house. The customer service agent basically said that they had attempted delivery (they had not, which I confirmed while on the phone with the shipping company) so I would need to pick it up. I then let them know that I would like a refund on shipping and that I would not pick up a package that was instructed to be delivered to my house. I heard nothing back. I then let them know that I would either like a full refund on my order or for them to reship me my order. Also, nothing back. There’s no phone line, just email/chat. So while it sounds like they’re all for customer service and keeping customers happy, clearly they’re not. On the website it does state that they will send a new order if there are issues, also which is clearly untrue. My order should have been in my hands a week ago and customer service has done nothing to keep my business at all. Will never order from here again and will let everyone I know to steer clear as well.

Date of experience: Dec 05, 2025