I initially hoped to remain on friendly terms with Perfect Press because I have considered using them for my next business printing project, but seeing how awful of an experience I've had, I had no choice but to make this public post and warn others about the level of customer service they can expect to receive. You can cross your fingers and hope nothing goes wrong so you don't have to singlehandedly fight the army of a whole staff team. But if something needs to get fixed, don't expect to get an easy solution from anyone working there.
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Really wish I had better things to say about this business like everyone else. Having worked in the wedding industry myself for years, I have to say that this is been one of the most unpleasant vendors I've had to dealt with.
I came to Perfect Press with high hopes. I've seen their booths and samples at a wedding show and the work seemed solid. I went ahead and scheduled some appointments with them, worked on invitation designs, and got samples before the final production. All went well up to this point and the designer Jennifer was patient with my requests throughout.
The real issue came when our final batch of invitation got printed, when I immediately noticed that there are speckles within the gold foils on one side of the invitation. They are very obviously flawed when held against the light, which is how gold foiled elements will be viewed by most people. I immediately brought it to the front staff's attention and hoping it will be an easy fix, but to my surprise everyone was EXTREMELY defensive about how the gold foil is supposed to look like this. I was shocked and mentioned that in the sample I first received before approving the final printing, the gold foil did NOT look like this. They went on to argue that there are always factors such as temperature, humidity etc. that will affect the final outcome but this is how they expected the gold foil to turn out. Also they stressed on the fact that because I didn't pay for the more expensive foil option, this is what i get. Mind you that I paid $650 for a total of 50 invites (one sheet only, no additional inserts), so while we didn't go for the fanciest option, we did not skimp out either. In addition, if this is what *cheap foil* is supposed to look like, why did it NOT show this way in the sample but ONLY in the final mass-produced batch? I thought the whole point of having a sample is so I know EXACTLY what I will be getting.
They ended up directing me to the owner of Perfect Press, Mel, who made me understand the defensive nature of the whole staff team. Being a small business owner myself, I see Mel as the epitome of what a business owner should NOT be like when the customer has a legit concern. She kept repeating, in a very self-righteous tone, that everything is completely normal and implying that I was just being paranoid about "small" flaws that are well within the tolerable range, and their team did nothing wrong. In the mean time, she was reviewing the invitation one by one and holding them against the window light, slowly realizing that there are some obvious issues with the gold foil as she pulled out the defective pieces. However, she still refused to directly acknowledge my concerns, and repeatedly told me that she cannot guarantee this will not happen again even with a new batch. While she agreed to re-do some of the pieces, she never once said "sorry" or expressed any notion of apology. The entire time, I felt like an idiot who has to stand in front of the whole print shop against a team of professionals who would not admit their mistakes, and even when they realized their obvious oversight, there is no form of apology whatsoever for what I had to go through, as if I am just another picky, annoying bride who they wish to never deal with again. It is one of the most awful customer experience I've had to go through in the recent years.
I am going to let the pictures speak for itself. Despite the fact that they ended up re-printing 1/3 of the invitation, there were still many more flawed pieces that they didn't want to re-do and I ended up only sending out about 35 invitations because the rest are simply unusable. I am extremely disappointed that this is the kind of quality my wedding invitations have turned out to be, despite the hefty price tag.
I initially hoped to remain on friendly terms with them because I have considered using them for my next business printing project, but seeing how awful of an experience I've had, I had no choice but to make this public post and warn others about the level of customer service they can expect to receive. You can cross your fingers and hope nothing goes wrong so you don't have to singlehandedly argue with the whole staff team. But if something needs to get fixed, don't expect to get an easy solution. read more