awful customer service trying to always blame it on clients!
Very disappointing customer service experience. Instead of helping and supporting clients professionally, every order seems to turn into unnecessary stress and drama rather than being handled smoothly and efficiently.
For this latest order, I had to wait 10 days before my album set could even be created because they insisted on charging me an extra $2 to remake an album that had originally been started before they even verified that the layout size was correct. In other words, the cover was produced before any proper quality check was completed. I was then expected to pay for that unusable cover plus an additional fee just for them to correct their own mistake and apply the layout to the proper album size.
Unfortunately, this was not my first issue with this company. On a previous order, their software had uploading problems which resulted in one of my spreads being printed pixelated. Instead of acknowledging the issue professionally, I received a long email blaming me for the problem in a way that felt rude, dismissive, and completely unhelpful. The album also arrived scratched and stained, and the representative made sure to emphasize that this was the “only reason” they would approve a free reprint.
The way clients are treated is simply unacceptable. Tomek used to be kind, supportive, and responsive, but now my emails go unanswered and customer service has been left in the hands of someone I personally found extremely unpleasant to deal with.
After I complete my remaining client orders, I will be creating new samples with another company and leaving NPhoto permanently. Truly disappointed.