Name: prodigi.com
Telephone: 000000000
Rating: 4.0

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Enid Cooper Guest

3 years ago

£100 order never arrived

UPDATE 2My mugs have arrived today, 2 weeks after I ordered them, and the print quality looks amazing, which has almost redeemed the late delivery and mix-ups, hence increasing from a 1 star to 4 star. I received a genuine, heartfelt apology from Prodigi today which made a difference too. I appreciate mix-ups happen. I feel slightly nervous about future delivery times, and will need to update my website to reflect that delivery may be up to 14 days. Thank you, Hannah, for helping resolve the issue. UPDATE 1: £100 order still hasn't arrived after one week. After a frustrating day of waiting for a reply to my ticket. Prodigi founder & CEO, James Old, finally replied. His email started off promising, and he explained why I hadn't received my order and also why I hadn't received the 50% off my first order, frankly words that should be on the website to create transparency. He indicated that my order (16 mugs) was too large and not fair, and therefore not included in the offer! I thought my order of 16 mugs showed trust and faith in the brand, and was taking advantage of an introductory offer. The website should clearly state what is and isn't included in this offer, so people can make informed buying decisions. James then went on to say: "To accuse a company of being fraudulent without any basis and then threatening to hold them to ransom with post a poor online review - again without any justification - is not the way we conduct business and is not the type of relationship we wish to enter into with our clients. I genuinely wish you every success with your future business but regret that we won't be part of the story." Interesting response. Clearly James hasn't read all my messages because I sent screenshots with support tickets, to clearly explain the problems and provide evidence. Apart from the misleading introductory offer, Prodigi sent me a random Royal Mail tracking number that does not work, which I queried at least three times with Prodigi Customer Services. I was advised the Royal Mail Tracker Parcel had an issue, and to try again tomorrow. I have not received an official invoice for my order. I paid £18.50 for shipping, which was sold as trackable, and my order is not trackable. Five days later, the dodgy tracking number still doesn't work. Finally, I can't see that Prodigi is part of any Ombudsman or quality scheme/accreditation, so it appears that buyers are not protected if things go wrong like this. And stupidly, I paid via my bank and not by credit card, so have no protection. I'm flabbergasted that an owner of a business in today's world, indicates that honest reviews are holding a company to ransom. Thank God for companies like TrustPilot, to give customers a louder voice. There is no telephone number to call customer services, and the customer services non-existent and not up to scratch. Thank you, Catherine, for your reply.ORIGINAL REVIEW: £100 order never arrived. Shipping cost me £18.50, and they didn't even both to send it. Rip off.

Date of experience: Jul 27, 2022

Forrest Baker Guest

3 years ago

Not recommended after using them for a long time

We've used them for many years. Many times they have sent prints that are damaged, though when contacted they corrected the issue.We contacted again regarding an issue with Canvas print. Their online preview showed one thing and another thing was sent to the customer. First they said I sent the wrong size, then they said I've done it wrong.In the meantime we had to refund the customer because that's the right thing to do. When we requested a refund for this faulty order, they basically said tough luck. When I said, I'll be leaving a review on TP I was offered a "gesture of goodwill" refund.I'm a big believer in owning your mistakes, unfortunately this company does not. I hope they fix the tech issue and teach customer support how to talk to customers.