Overall customer experience is highly polarised, with many reporting severe issues but a minority having excellent interactions. The most common and severe complaints centre on a complete lack of customer service, with customers unable to get responses via phone, email, WhatsApp, or social media. Delivery and order fulfilment are major problems, with orders frequently delayed, lost, or never dispatched despite promises and paid-for tracked shipping. Communication is critically poor, with customers left uninformed about order status, dispatch, or tracking information. Product quality issues are reported, including items being printed instead of engraved, custom parts being out of specification, and general dissatisfaction with received goods. The returns and complaint resolution process appears non-functional, as customers cannot make contact to initiate returns or seek redress for incorrect or missing items. However, a subset of customers report a flawless experience with fast delivery, high product quality, and responsive, helpful support when contacted. The online design tool receives mixed feedback, being praised for ease of use by some but criticised for being buggy and resetting data by others. For urgent or gift orders, the company is deemed highly unreliable due to the unpredictable fulfilment and communication failures. Ultimately, satisfaction is entirely dependent on whether an order proceeds without a hitch, as problems are nearly impossible to resolve due to the absent customer service.
What customers love
- Easy and good online design experience
- Ability to handle custom and small-run
Common concerns
- Buggy website/checkout process that resets customer
Last updated 4 months ago
