ComplaintsforDigital Room, LLC

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 100 ******** ********* from ************** The file I submitted fit perfectly into the template that they showed me when I ordered. It is just a ****** order, but they sent an e-mail stating that everything that we sent met all of the printing qualifications and approved the design. However, the ********* are not even appropriate to use because the design did not in fact fit the template that was advertised on their website. We have made phone contact as well as live chat with a gentleman whose name is "****** ******** and we have had nothing but trouble. I have pictures of all of the live chat messages, but wanted to report this company to you.

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2022/01/31) */ Contact Name and Title: ****** *****, ** *** Contact Phone: XXXXXXXXXX Contact Email: *************************** I have reviewed this order and there was a note from our prepress team regarding issues with the customer's print file. Customer ordered this APW (approved proof waived) so we just make notes if there are issues and move on to production. I advise customers to always request a proof to make there are no issues found. OUTSTANDING ISSUES The artwork dimension doesn't match the size of the product ordered. Insufficient bleed. The background or elements of the artwork need to extend to the trim area. Design elements are not aligned with the folding panel. RECOMMENDED NEXT STEPS Submit the correct artwork dimension or change the size of the ordered product. Match folding panels of the artwork with the folding template. Our prepress team made minor adjustments to the file and approved it to print. Since the customer was not made aware of the issues before printing. I will offer to reprint the brochures with a corrected file at no charge. File must in include bleed and make sure the panels fit properly. We would send a proof to the customer for final approval. Customer can contact me directly via email if they wish a reprint or to discuss further. Thank you

• Initial Complaint

  01/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  "Print my places" ($39.99) I ordered this custom gift for Christmas on 11/17. I never recieved it. After manually trying to track the package I found that it was returned to sender on 12/3 despite never recieving any communication of a failed delivery attempt, let alone several. That tracking trail went cold. As of today (1/24) I still have not recieved the gift. The customer service (If you wanna call it that.) claims they have not recieved the gift back yet to resend to me. I have provided and order number etc. and they can provide no tracking info or ETA. They also stated a refund was not an option because the returned item would be of no use to them. There was plenty of time to review my order and issue a replacement in time for the holidays but instead I got nothing.

  Business response

  01/25/2022

  Consumer Response /* (2000, 5, 2022/01/25) */ I made a mistake on company name. Please withdraw.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: January 2, 2022 Job Order No. ******** ***** ***** & ORDER # ******* *********** Cost: ****** + ******** What the business committed to provide: The description of their velvet hang tags on their website state that they are a soft peach-fuzz texture. I ordered 500 velvet hang tags. The dispute: I received matte hang tags. They were not velvet, they were not textured, there was no *********** Someone emailed me from ********* stating that their ****** ******* is considered ********* and ******* ****** and will not provide a fabric result. The description on the website is false advertising because the hang tags I received have no texture and with no fuzz at all. Business resolution: They offered a refund if I shipped the hang tags back but said I would have to pay for the shipping label because they said the item was produced correctly. ORDER # XXXXXXX > ITEM # ******** ***** ***** ORDER # XXXXXXX > ITEM # ******** ***** ******

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2022/01/14) */ Contact Name and Title: ****** *****, CS OPS Contact Phone: XXXXXXXXXX Contact Email: *************************** I am sorry you feel you did not get the correct lamination on your hang tags. I would like you to return them to me for inspection. It is possible the wrong laminate was applied, possibly silk. I will have my team email you a return label (no cost to you) so you can send them back. Your post cards are still in production and will be inspected before we ship them out. Consumer Response /* (2000, 7, 2022/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you so much! If you have true velvet like texture, that would be great. The customer service rep made it seem like your velvet hang tags aren't really velvet.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 11 pole banners and 8 mounting kits to hang them on street lights (order XXXXXXX). They quickly turned around proofs of my artwork which made no sense and people from another country got involved in the customer service who had no clue what they were talking about. Regardless I figured it out. Then emails start going out saying my products have shipped. (Great) except the emails don't match the website status so I send customer service follow ups. It's a mess again because the folks are overseas and are clueless how the process works. I start getting my banners with no hardware. Then I start calling and emailing, over and over, and they want photos of the packaging and products to prove that I didn't receive the kits but I get no response emails. So I get a new person and they want more of the same. I've gone round and round for a week now and no matter how many times I request a person at their California facility, I can only get foreigners who are totally clueless what they sell or how to manage the product. It's an absolutely nightmare. I simply want my product in the timeframe promised. It's sad because the artwork looks good thus far, but the customer service is absolutely deplorable - they've got people from India or Malaysia or somewhere who have never worked in this industry and literally have no clue what they are doing. They read cue cards or something and that's it. I want to beat my head against a wall.

  Business response

  01/18/2022

  Business Response /* (1000, 8, 2022/01/06) */ Contact Name and Title: ****** *****, ** *** Contact Phone: XXXXXXXXXX Contact Email: *************************** I apologize to the customer for not receiving the hardware with the order and the difficulties trying to get this resolved. I am requesting the hardware be sent ***** I am also giving the customer store credit for the difference from the 5 day turn time and the 2 day + a ******** discount credit. The customer can contact me directly if needed.

• Initial Complaint

  12/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a small start up food business and ordered 25 postcards, and 3 sets of 25 labels with different messaging on them. This was ordered with 1 business day shipping on 12/14/21. I also selected to skip proofing so that it could go straight to production and not cause time delays. I needed these labels/postcards for holiday food orders for a client by EOD Wednesday. Two days after ordering (Thursday 12/16), I received only one piece of my order but in an enormous quality (315 of them). None of my other orders have arrived despite speaking with multiple customer service agents (via phone, email and live chat). They refuse to pay me back for my expedited shipping charges ($70.00) and I'm still out about $70.00 for my other orders. Now my food orders are late to the client and the food is expiring.

  Business response

  01/19/2022

  Business Response /* (1000, 8, 2022/01/06) */ I have reviewed this order and we did issue a full refund. It appears that 3 of the items were delayed in our prepress department causing the delay in printing and shipping by one day. We apologize for the delay in your order and would like to offer you a 20% discount on your next order and will note that in your account.

*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. ↩