I went with them initially because their website allowed me to pick from variety of size options and calculated price automatically. I could modify my options and see how it affected the price easily. This was nice because it took a couple of seconds whereas with other companies, I had to talk to the customer service and wait 2-3 days to get quotes. But the process after that was a nightmare.
The customer service guy was extremely bad at communicating. He'd repeat the same thing he said after asking for clarification. I literally had to email him "answer with a yes or no to the following questions" to understand what he was even saying.
I tried getting another person by submitting a question all over again but I got the same guy. I think they only have one customer service guy.
Their feedback for the artwork is extremely unclear. Maybe it is clear to someone in their industry but they seem to forget some of their customers don't do this for living or new to this. They use technical words and expect the customers to understand. They would also tell you what is wrong but won't tell you how to fix it. For example, they said to me "missing link" "color not matching our dieline" And didn't explain what that meant or what to do about it. Asked then how they wanted me to do it and the guy basically told me he couldn't. help.
Update: It was pretty easy to cancel the order. I went with another company that had design help. The person at the other company who worked with me communicated with the designer for me and estimated the cost on the phone. Very smooth process compared to the one with FoldedColor.
In summary:
Pros:
- Easy to get price estimations
- Easy to cancel order
- They don't annoy you with followups
- Beautiful sample kit
Cons:
- Very unclear process.
- You don't get feedback for the artwork until after payment.
- They will tell you that your artwork is not good but won't explain clearly how to fix it.
- Communication is poor. I had no idea what they were saying half of the time.
- They can't get on the phone.
Suggestions to owner (if you want new customers):
1. Make the ordering process clearer.
- Change the order of the ordering process. Currently, it takes the user from the product page to "download your artwork and send it to customer service" page. Move it to after the checkout page. The current format gives the impression that you are supposed to create a perfect artwork file that is readily printable before checking out or it will go in production right away.
- At least add a note saying "Please send your artwork after checking out. You will receive an email with your order number. Include your order number in your email title."
- Make it clear that help for creating the artwork pdf file is not included.
- Add a button that directs customers to designers.
2. Improve customer service.
- Try not to use technical language when explaining something. Your customer/client could have any background.
- Clearly state the problem and provide a solution.
- Make customer service over the phone available. There are some things that are very difficult to communicate just via text. And it takes too long to get an answer for a followup question.
If a customer asks, "can you help me with my pdf file?" and you need them to checkout before you can help, instead of saying "I can send our team your artwork and we will provide you with a 3D rendering image once your order is processed", you can say, "We do not offer artwork help pre-payment. Please finalize your order by checking out and then send your file with your order number in the title. Our team will get back to you shortly with feedback on whether or not it is printable. Unfortunately, the fee for helping to creating an optimal artwork is not included. Please let me know if you need help from a graphic designer. I can set you up with one. The minimum fee for a simple design is $35" or something like that. read more