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ClubFlyers Club Flyers ClubFlyers.com GTC Media Defective printing and still waiting on refund. ClubFlyers keeps trying to duck responsibility for their mistakes. Miami Florida
If you are a small business, think twice before dealing with ClubFlyers / ClubFlyers.com. They are a subsidiary of GTC Media and the owner is named Carlos Perez.
We have been struggling for weeks to get our refund from ClubFlyers for a defective order.
The flyers we received did not match the PDF proof and were THE WRONG SIZE. Our flyers was sloppily cut making the sheets too big, and our flyers were ruined with extraneous printing from some random other order on our margins. We sent pictures indicating the defects, which were present on every single flyer we received.
These defects make our order useless because we intended to cut these flyers with a custom die. I made the size and dimension needs very clear in my art files discussion with ClubFlyers. If they weren't up to the task, they should have said so at the start rather than sending a deceptive PDF proof and taking our money.
I have yet to receive a straight answer from ClubFlyers about our refund. They offered to have the flyers shipped back to Florida to recut the flyers and remove the defective margins, but we have already ordered replacement flyers from a different printing company because we no longer trust the quality or integrity of ClubFlyers' services. We can't wait on them to fix what should have been done the first time. Since we already have replacement flyers, we want a refund. I've sent repeated email requests asking about our refund and all I get is static.
I started this order in October. I can't believe I'm still dealing with it.
1 Updates & Rebuttals
Maria
Miami,Florida,
United States
We tried to remedy this issue multiple times.
#2UPDATE Employee
Wed, December 13, 2017
We received an order from this customer for an 8.5 x 11 flyer, and she specified that she had the intention to do the die cutting herself with a die she already had. This is not a normal request as we do die cutting and usually die cut our clients work to their specifications. Because she specified that she wanted to do the die cutting herself, we send her the print with an extra space along the border called a GRIPPER, so she could apply the die and cut out the desired shape. This is an industry standard.
This client was in communication with our design team and was told that there would be a GRIPPER on her files as is customary for die cutting. She asked for PDF proofs, which were sent to her. However, at no time did she order an actual physical proof of the print, which was offered to her, and is suggested by us on all jobs that require a specific die, ink or coating. She refused these proofs and went off of a pdf proof which is to approve orientation and design, not the layout for die cutting and not a specific color. All of this information is available on the order she placed as was reiterated to her via the design team. She approved the design for print.
She received her order on November 17th, not in October as she indicated. The order was timely with her specifications and turnaround time.
She sent the email stating the print was too big for her die cutter, on November 20th. As is our customary guidelines for misprints and issues with any order, we suggested solutions and responded to her the same day. She was in communication with our designer from that day onward until November 29th, when the issue was sent to our customer service manager for resolution. On December 4th, after we surmised that she would not be able to die cut the print she ordered - which was an easy cut to make and could have been accomplished by any experienced printer - we offered to have FedEx pick up the order and ship it back to our company so we could die cut the print ourselves. We have the equipment and the capacity to do this at our professional print facility.
She declined that offer on December 6th. She asked for a refund. Although we tried to work with this client every step of the way, and we offered her many suggestions and solutions, we told her that we were happy to refund her money. On December 11th, we issued a Fed-Ex label to her, so that FedEx could pick up her box and so that she could ship back the product and we could process her refund. We have been in communication with this client since she originally started her ordering process and have been in communication with her the entire time she was dissatisfied with her order. We have followed up and tried to help her and fix the issue with the printing that she approved. We are sorry that she approved files with a GRIPPER for die cutting and is not up to par with industry standards when it comes to custom die cutting. We have an open door policy when it comes to refunds and complaints and our designers are always available for questions and issues with designing. At no point did we ever ignore this customer or take her payment under false pretenses. We are in the process of refunding her money and she is aware of that as we have an automated system that emails our clients every step of the way. We are sorry that this customer was dissatisfied with the work and that after we tried to resolve this issue multiple times, she was not receptive or communicative with us. We die cut hundreds of orders every day and have never had an issue being up to the task. We hope that in the future, this client is able to work with us again. We are happy to provide timestamped screencaps of the entire interaction via email that proves we followed this job and communicated with this client every step of the way. We are also happy to provie proof of the refund process.