I took the time to address this review to Graphics Factory Printing and anyone looking for a local, "good" printing shop. I had been a retuning customer for about a little over 2 years. All my experiences had been GREAT and particularly with Steve. Not minding my minimal printing knowledge, he always executed my projects to the T and guided me throughout the process.
A few months ago, I ran into the surprise a lady named Susan took charge in receiving emails, sending invoices, etc..
I had went in spoke with Steve, per usual left confident my project would be complete at the excellence it had always been. A few hours after Susan reached out and said my project wouldn't be done by the deadline because they were backed up and the invoice wasn't paid for. I understood the miscommunication and she was doing her job, so with no problem I paid the invoice just wanted to be assured my project would be done. With arrogance and being a very particular person, Susan was able to get the job done. Not great customer service but at the end of the day what I needed was done. I understand customer service or being pleasant isn't for everyone, so I let it go.
But recently I had the most disrespectful experience once again with Susan and very sad to say the business owner Gary. I came with small projects to be printed, sizing was wrong I understand, but this is a printing business and so-called designers. They both made me feel like they have bigger and better projects to work on than just any Etsy or Pinterest little thing. If this is a printing/designing shop than they should be able to give alternatives to their clients to be able to complete their request no matter how big/small. I spoke with Gary on a morning about the project and he very aggressively responded it could not be done and if I wanted it complete, the sizing had to be corrected and submitted by 11am. I asked for his help in terms of sending a sample but very arrogantly mentioned he was too busy and had too many things to get done in that day to take the time for me. Let alone my call afterwards was sent to voicemail. After my 3rd call it was answered by Susan and of course, didn't get anywhere. At the end of the day, I was able to get my foam board print and let alone handed to me with what seemed like a oil fingerprints on it as well as the cutting, it was most definitely rushed. The difference of before that I would pick up and would be neatly wrapped. My second project which were bookmark prints, my pdf was not able to be sized correctly by them and was not done since they denied to helping me, was done by a different shop with the same image used to the 2x8in bookmark and printed, cut in a nice, timely manner.
I wish this business good, the returning clients will return unless there is no problem encountered. And most likely I will receive a political response by Gary (just like he has responded to other bad reviews here) stating specifically how it was the clients fault, but never taking OWNERSHIP and apologizing for the miscommunication or bad experience. In my opinion, being personable goes a long way especially as a business owner and being empathetic with customers regardless of the situation should ALWAYS BE PRIORITY. May your business continue to be blessed with big projects, being that you all have no time for minimal things. And Steve thank you for everything you did, it was greatly appreciated! read more