ComplaintsforDigital Room, LLC

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered vinyl banner Uploaded image Was sent request to approve proof Was approved Banner was shipped and received Banner is blurry, splotchy and in poor condition After proof was approved Company stated it would proceed through a 33 point check system to make sure everything is ok No such point check system occurred They sent product knowing it was faulty Contacted customer support day product arrived Would not accept return

  Business response

  09/02/2022

  Business Response /* (1000, 5, 2022/08/26) */ Contact Name and Title: ****** *****, ** *** Contact Phone: XXXXXXXXXX Contact Email: *************************** I have reviewed the order and the customer's file was not good for printing. We did include notes with the proof as per below: 2022-08-20 09:52:50 PT OUTSTANDING ISSUES Poor image quality. The image contains smudges or distortion.(please provide vector file) The original customers file is visibly blurry as is the proof we generated for customer to look at. Our notes clearly indicate that the file should be replaced with a vector file. The customer approved the proof as is, no replacement file we given. 08-21-2022 10:30:22 Customer Job Item Status: Sent Proof (Prepress) 08-21-2022 10:30:22 Customer Item Modified - Proof Approved Job Item Status: Approved I have uploaded the customer's original uploaded file (jpeg) and our proof file (PDF) which she approved. Customer was given proof notes that the file was not print worthy. It is at that point the proof should have been disapproved and furnished us a replacement file. Once you hit approved, the order moves to production. If the customer would like a replacement banner, I am willing to replace it at no cost but we need a good vector file to print. I can be contacted directly for the replacement banner Consumer Response /* (3000, 7, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company did not provide any correspondence stating image was not print worthy In fact, even per their own notes as detailed above, zero action was taken on behalf on company to address the issue Furthermore after a proof is approved by the client, according to their documents-they are to do a 33 point inspection of proof which clearly they failed to do If a company knows they are printing a faulty product-they should expect their customers to want refunds Company is using deceptive practices by not actually performing 33 point inspections after proof is approved per their own guidelines Business Response /* (4000, 9, 2022/08/31) */ I am sorry the customer thinks we are being deceptive, when we are not. The 33 point file review is done prior to any proofing with customer's original uploaded file per our Quality Assurance in the help center and it states: All files go through a free 33-point human and computer inspection to spot any errors in the design. Our prepress team checks for technical issues in artwork dimensions, resolution, bleed/safety areas, and more. Our prepress team did the 33-point inspection of the customers original file and found issues with the file which was noted with the proof the customer downloaded and approved. Maybe customer did not see the file issue notes when the proof was downloaded but they were included per our prepress team. We do not do another inspection once the proof has been approved. Approving the proof signifies you have reviewed the proof, carefully read any issue notes and are releasing the order for printing. As I stated prior, we will do a free reprint with a higher resolution file or we will issue a refund, whichever the customer prefers. Consumer Response /* (2000, 11, 2022/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund is requested Thank you

• Initial Complaint

  08/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 8/5/22 I received a print order (#********) I purchased with ********** I immediately called ********* upon receipt of the order, as the paper quality and color consistency of the postcards were incorrect. I had placed 2 previous orders (#******* + #*******) of the same design as a test to ensure ********* could provide what I needed. I then placed a larger order of the same design with variation in text across 12 postcards. I have reached out to ********* 5 times (*********************** and *********************************** on 8/16/22, *************************** on 8/11/22, ************************** on 8/5/22 and all the aforementioned on 8/19/22) and have not received any follow up regarding a resolution. I keep being asked to send pictures (which I have 4 times) and keep being told someone will reach out to me, and no one has. The service I have been receiving in resolving this issue is unacceptable, and there is no sense of urgency in rectifying the issue. I have also been treated as if the issues I am communicating are not true. As I have explained now to 4 different people, I understand that ********* representatives are looking at a computer with digital files and information, but I have the postcards physically in my possession. The dismissal specifically of the paper quality issue is frustrating and I am being treated as if I am lying or as if I am ignorant to paper quality. At this rate I would like a full refund of the ***** as I will now have to find another printer that can execute this job with consistency.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/08/23) */ I am sorry that you did not get the quick response to your concerns that you should have. I did reach out to the Resolution Specialist, who reached out to you. She stated you sent her photos which she could not open and asked to have the order picked up for inspection. We would like to get the order back to inspect for paper quality and color inconsistencies. This is hard to determine via photos. Once the order is returned back to us, we will gladly refund your purchase. We will issue a call tag for the product to be picked up from you. We will inform you when the call tag has been issued and pick up is usually the following day. Consumer Response /* (2000, 7, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed my order may 01. order XXXXXXX. I never received my order. Contacted them several times through chat. May 18 they said they issued a refund. Never received my refund. They keep telling me it on the way. My bank never got it. Please send my money back!!

  Business response

  06/02/2022

  Business Response /* (1000, 5, 2022/06/01) */ I have looked into the order and we did refund the customer's payment method on ***** Credit Memo XXXXXX issued. Issued $ ***** as Refund. ***** ******** ********** ******** Also I have attached the refund receipt from our accounting department Consumer Response /* (2000, 7, 2022/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just looked i received my refund. Thank you

• Initial Complaint

  04/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I went online and ordered 5000 EDDM postcards from the website UPrinting.com. The order was for postcard invites to an Easter Sunday event that we were intending to mail out to our neighbors in the community. I requested a PDF proof for this order so that I could make sure the printing would look right. It was supposed to be a 3 day turnaround job. After 6 days I hadn't received the email to proof and found an email in my SPAM folder from 48HourPrint.com requesting my proof. I was surprised to see the email coming from *********** because I ordered from UPrinting. I went ahead and proofed the file thinking that UPrinting had sub-contracted the job to ************ Once I proofed the job the delivery date was updated to ******* which is the day after Easter. Obviously this would not work for us since the job was for an Easter event. I immediately started a chat session with customer service at *********** to cancel the job since it had not begun and I couldn't afford to pay for a job we wouldn't be able to use. During the chat session the agent told me that the job was being cancelled and they would be issuing a ********* ********* I was under the impression that they would be crediting UPrinting back and that UPrinting would refund me. Well, a couple of days later I received an email from 48HourPrint that my "Store Credit" had been issued. I have no need of a store credit since I will not be able to print this event specific job. I don't run regular print jobs so the credit is basically useless to me. I replied to the email and requested a refund. I received a response saying that a refund was not possible because they already issued the store credit. I find it hard to believe that they cannot reverse the store credit. If I had known in the first place that even though I ordered through ************* that I would be receiving correspondence from *************** then I would have been looking for an email from them and this all could have been avoided.

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/04/12) */ I am sorry we were unable to meet the customer's deadline. The customers account is setup under our brand of **************** we do also have the brand of ************* but I do not see any orders for this customer under that brand. If he has an order # for Uprinting, I would need that to investigate. I reversed the store credit and issued a full refund in the amount of ******* for order #XXXXXXXX Consumer Response /* (2000, 7, 2022/04/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am not sure why you dont see any order from ************* since that it the website I ordered from but nonetheless I am grateful you were able to reverse the store credit and issue a refund. I believe this is a fair decision and I am pleased with the outcome.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On ******* I made an order for 2 sets of different clear labels. It was for ORDER ********* via **********. They *********** I hire their design team to help me make my labels more legible since they said the text on the files I uploaded were ******* Once I started working with the design team, it was a hair pulling experience. It took them over a week to understand the alignment I had asked for, even sending them pictures and diagrams. Once we got the alignment right for both labels, I decided that I wanted to order just one of the labels to make sure that they would look right on the bottle. The PDF proofs that were sent to me always came in different colors, which at first concerned me, but once I spoke to ******, one of the many customer service from their design team she assured me that the color would not be printed, it was for their purposes. I specifically asked for white text and clear labels. The first label turned out perfectly. So I decided to make the purchase for the remaining labels. Well this was not under a new ORDER # *******. When I saw the proof, they had reverted back to one of the older versions where the alignment was completely off. So another week goes by and I am back and forth with them to get this straight. I had to find and dig up from some previous emails and send them a file that had been previously approved. They still could not comprehend the alignment issue until I spoke to about 5 different designers. Well when I made the order and picked it up. It was not completely clear. It had a pink tint. I never asked for pink, always clear. This was their doing. They will not accept responsibility, or accountability.They want me to pay *** for a new order. This is not acceptable to me. I asked to speak to the CEO, but they will not provide his contact information.

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/04/05) */ Contact Name and Title: ****** *****, CS OPS Contact Phone: ********** Contact Email: *************************** I have reviewed the complaint and the order in question. The customer did not get what she had asked for. The pinkish color that represented the clear portion of the label was printed in error. The order should have been reprinted at no cost to the customer. I see that the customer has disputed the charge on her credit card and there is a charge back on the order. If the customer wishes to have them reprinted to correct the issue, we would need the chargeback resolved. Please let me know what you would like to do. You can contact me directly if you wish. Consumer Response /* (2000, 7, 2022/04/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I accept. I will reverse the dispute once I have the order corrected free of charge. We can do this simultaneously. I will contact ****** directly.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Next-Day Flyers has failed to adjust their guaranteed delivery dates due to their "production delays". I suspect they just want to make extra money knowing they can't deliver the product they are selling. I was charged extra for same-day production and one-day shipping. I order on 3/24/22 before 10:00 am and now they say that if my package arrives on Tuesday, 3/29 it would still be within their delay notice timeframe. But that is not what it states on the order form, since I paid for same-day production the cut-off day would be Thursday. I asked for my order to be discounted to the normal fee for production and shipping and they refused, stating they it is still same-day production and one-day shipping.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/28) */ We apologize that this order did not get out on time. We are experiencing staffing and stock shortages. We should have offered to discount the order for the delay. If the customer would still like the brochures shipped to them, I will issue a 30% discount + the overnight shipping cost in store credit. If the customer does not wish to receive the order any longer, we will issue a full refund per request. Consumer Response /* (2000, 7, 2022/03/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the full refund. I have decided to use ********** to print my brochures.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ************* is ******* advertising their ********* have horrible customer service, and wont provide refunds. Transaction date is ********** Paid ****** The business falsely advertise car magnets, yet did not stick to any vehicle, and they proceeded to say to stick it to a fridge, when its suppose to stick to a vehicle. The business did not resolve the problem. Job ******* XXXXXX

  Business response

  03/15/2022

  Business Response /* (1000, 8, 2022/03/03) */ Contact Name and Title: ****** *****, CS OPS Contact Phone: XXXXXXXXXX Contact Email: ********@digitalroominc.com I am sorry we did not provide you with a resolution at the time of your initial complaint. We should have asked for them back to examine them. Magnetic backing was most likely defective. We would have then issued a reprint or refund. Since it has been over a month, I will issue a full refund to the customer. Again, my apologies.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 27th 2021, I ordered twenty-five 2022 Calendars for $****** to be printed. They committed to the print job as requested. Which was not done correctly as I requested. Both front and back pages of the calendar were not printed as they were uploaded, instead they printed them as they saw fit for them instead of my request. A printed mockup of the requested calendar was sent. (Also attached to this complaint.) They offered a 50% discount of a reprint. Which is not acceptable when it was in their error. The account/order number is # XXXXXXX. Which I am requesting a correct re-print of my calendar. Attach is the receipt and a mockup of the calendar the way it should be. The front cover is currently upside down when hung up and the back cover is upright when hung up is upside down.

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2022/02/08) */ I have reviewed the proof customer was sent and approved. The back cover being upside down when open flat is correct and standard with calendars. When the calendar is folded in half, the front and back covers will be right reading when flipped from side to side. This is standard with all calendars we print. I have attached a photo of front and back cover of a calendar we just printed. This is normal. If you wished to have your cover flipped the other way, this should have been brought up in the proofing stage with disapproving the proof for corrections. We printed the calendars as per the approved proof and our template. If the customer wishes a reprint, we can offer 50% off the reprint. cost. Thank you Consumer Response /* (3000, 12, 2022/02/23) */ ***Document Attached*** At the time of sending my file to ********* the representative explained to me to take all of my files and put them into one pdf file in the order of the print. I was never told about their print process nor was I told about any other items to look for within the proofs. As I was led to believe as long as my files were sent in the order they are to be printed as well as my last file was sent showing to be printed upside down in which they took it upon themselves to print it upright. And when I requested to place a hole in the calendar I was never told to ensure the placement of the hole in the calendar. If, calling them to assist me was to help me, well they failed me in assisting and ensuring all of my requests were correct. Even after and before a correction was needed even within the month of March in which I had only 30 days but they ensured that I correct that with 31 days. With all they told me after the fact about their calendar process I would have not placed my order with them. Because if I was told to just put it in the pdf file in the order of how I wanted it printed. So with all their failures of not informing me of the most important information needed to get my calendar printed, they should be held responsible for reprinting all 25 of the calendars free of charge. Attached is a copy of how the front and back was suppose to be printed. Consumer Response /* (3000, 16, 2022/06/06) */ ***Document Attached*** At the time of sending my file to ********* the representative explained to me to take all of my files and put them into one pdf file in the order of the print. I was never told about their print process nor was I told about any other items to look for within the proofs. As I was led to believe as long as my files were sent in the order they are to be printed as well as my last file was sent showing to be printed upside down in which they took it upon themselves to print it upright. And when I requested to place a hole in the calendar I was never told to ensure the placement of the hole in the calendar. If, calling them to assist me was to help me, well they failed me in assisting and ensuring all of my requests were correct. Even after and before a correction was needed even within the month of March in which I had only 30 days but they ensured that I correct that with 31 days. With all they told me after the fact about their calendar process I would have not placed my order with them. Because if I was told to just put it in the pdf file in the order of how I wanted it printed. So with all their failures of not informing me of the most important information needed to get my calendar printed, they should be held responsible for reprinting all 25 of the calendars free of charge. Attached is a copy of how the front and back was suppose to be printed. Business Response /* (4000, 18, 2022/06/07) */ My apologies for not responding to the customer's last reply, it was an error on my part. Although it may be too late, we can reprint the calendars to the customer's specifications. I would need to make sure our pre-press department does not deviate from the customer's file and send her a proof for approval or issue a full refund, whichever they prefer.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid 2x the regular production costs to have the printed material expedited. Their guarantee states it is on time, or the printing service is on them. Phone support refuses to honor the guarantee even though the printed material is two days late and counting.

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2022/02/07) */ Contact Name and Title: ****** *****, ** *** Contact Phone: XXXXXXXXXX Contact Email: *************************** We do apologize for the delay in the customers order and want to make note that this disclaimer is at the top of our website: Supply chain disruptions and labor shortages are causing delays for some orders. Please allow for the possibility of an incremental 1-2 days when ordering. Thank you for your understanding The order was placed on a weekend which does not constitute a production day so day one started on that Monday. The order was placed as a one day turn and should have shipped on Tuesday the 1st. but was delayed and did not ship until the 2nd. Our on time guarantee in our terms and conditions states: If your order is printed late, you will receive 20% of the total value of the order back for every day late, up to the total value of the order. The customer's order was shipped one day late and is entitled to 20% back for that one day. We do not compensate for carrier delays with deliveries as these are not in our control. Since this customer is valued and has been a customer since 2015, I will issue a store credit for the difference between a 1 day turn and 3 day turn, which is $96 plus I will credit for 50% of the shipping cost which is $26.65. A store credit will be issued for the amount of $122.65 I hope that this resolution will be satisfactory with the customer. Thank you

• Initial Complaint

  02/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered product labels/stickers from ************** When the box arrived, it was empty except for a package of two car air fresheners, which was very strange and mildly enraging. I submitted two customer service inquiries as well as a post on their business ******** page. When the first company representitve, "***," emailed me, he asked me to send a picture of the shipping box and air fresheners. I did so. Then, I received a second email from a different representiave, ********* *** asking me to please send pictures of the shipping box and asking me to clarify the following: Preferred resolution, deadline for resolution, and my address. I did so. I indicated that I required a refund in the amount of $144.99 and a reslution by 11:59 p.m. CT on Tuesday, Feb. 1. Then, I received a second email from ********* ** in which he stated that he would assist me with a refundbut only if I sent additional pictures of the shipping box. I will clarify for you what I clarified for themthere is nothing to take a picture of. There was no damage. There was literally nothing else in the box besides the package of car air fresheners. The box was sealed with a single piece of clear packing tape. There is nothing to take additional pictures of. In addition, the burden of the problem isn't mine to bearit's their issue to resolve. I responded to ********* and said that I'd send no more pictures of the box and was done emailing the company about the situation. Today, I received a fourth email from yet another representative, ******* detailing the need for additional pictures of the shipping box because they'd like to figure out what happened. What that has to do with their ability to process a refund, I don't know. I have not responded.

  Business response

  02/24/2022

  Business Response /* (1000, 5, 2022/02/08) */ Contact Name and Title: ****** ****** ** *** Contact Phone: ********** Contact Email: *************************** The customers package left our facility with her printed order inside. We believe that in transit the package was damaged by the carrier and contents trashed (this has happened before). Unfortunately, Someone replaced the printed contents with air fresheners for whatever reason. I understand this is not her fault nor are we liable for carriers mishandling of packages once the shipment has left our facility but I have issued a courtesy refund for the missing item. I have also notified the customer via email of the refund. Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩