This was a letter about the unprofessional treatmenI I received that was sent to
Derek Masar
Executive director
Impact Visual Arts.
I am writing this letter in regards to the treatment I received processing my order for the month of May. There were numerous problems with communication and customer service. 2023 I had to fight just to get one print done in time, then in 2024, I came in and you said you had no time to print anything for the fair, though when I talk to my friend Rick, he said, you printed all his images that year? So in 2025 I had begun this process 3-1/2 weeks early so I could beat my deadline, which you said would be no problem. But somehow you managed to push it the due date.
It began with me uploading my files to your site through hightail, then waiting on proofs. When I finally drove up to get them I made adjustments to them and re-upload them to replace the originals sent earlier. I called and talk to Becky to make sure everything was received and she asked if I wanted another set of proofs. I said, how much will another set of proofs cost, she didn't know and said she would get back to me. I tried calling on a Friday but nobody would answer the phone, which has happened multiple times. 5 days later, I received a response from you saying it would be $8 a proof and you'll have them ready by 1 PM that day. First off, I just wanted to get an estimate. I did not want to place another order for proofs, but you automatically assumed it for some reason. So again, I had to hurry a call, talk to Mike saying I did not order any proofs. Cancel that and start production on my order, which is 5 days behind schedule now. I was beginning to be very apprehensive as this is the biggest order I've ever placed with you guys for 11 images.
I've called numerous times on a Friday afternoon, and nobody would answer the phone, very frustrating. So Monday, I called and talked to Becky about having radius corners on my acrylic and she said, you guys can do that. So I said, go ahead and make radius corners.
When my order was finally finished and I came to look at them, which was less than a week before the deadline, there were numerous mistakes. The acrylic did not have radius corners it had 90°. Three of my images were supposed to be on matboard and you guys put them on foam core. I don't know how you could make this mistake because I had told everybody that all the files with the individual images has a description of the complete order and what kind of media I want to use. You could have easily called me, texted me or emailed me to confirm if you weren't sure. It clearly says matboard. So you told me that Wednesday that they would be redone by Friday of that week. I called Friday to see if I could come pick up those images, and I was told they would not be ready till 2pm Monday now, which is the deadline day. This would leave no room for any more errors. So I showed up at 2:15 PM, this was my third drive to your shop, and was told that they were still working on the images, and I had to wait another 45 minutes before they finish them. I had another appointment I had to get to which I was going to be late and had to leave in a mad rush.
Your conduct with my order is completely unacceptable and unprofessional. What was really bad was you didn't even apologize or try to compensate me. Your product and your pricing seem acceptable, but your communication and organization is completely unreliable and undependable. I had referred so many people to you guys and each consecutive year you've treated me worse and worse. Don't know if you're too busy which is no excuse or I'm just to small of fish compared to your other customers. You being the executive director and making these mistakes, it makes sense how this attitude is trickled down to the rest of your employees. It always starts from the top.
I guess I've learned a valuable lesson here. I was hoping that you guys would be a photo lab that I could build a relationship with, but you're just a print shop. I guess that's the difference cause i've used other photo labs which cost more, but they were very in tune to my art. I guess I just didn't heed the red flags.
I would have addressed this issue earlier and paid my bill but I ended up in the hospital. I know you don't care about that. So i've included a check for my order now that i'm healthier. I pay my bills unless I have an emergency, I was in no condition to communicate.
I hope you heed my feedback and change your way of conducting business. read more