Outstanding customer service but disappointing dispatch

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lzcj's review of PhotoBox - www.photobox.co.uk

“Outstanding customer service but disappointing dispatch”

Written on: 19/09/2012 by lzcj (1 review written)

I made an order of 2 hardback poster prints(75cm / 50cm) and 3 collage prints (30in/20in) for my wedding from photobox.

The website is well designed - user friendly and photo uploading is super fast. Many of my photos are 10MB in size and all loaded very quickly without any issues.

The hardback poster prints is very handy as it doesn't need an easel to set up at wedding venue (as opposed to the normal soft poster prints). Collage prints have got loads of options in the design, number of photos, layout, etc, and very easy to use.

Delivery was disappointing though. the 2 hardback came in one delivery (courier) yet only one was in the delivery. As it's so close to wedding there is no time to reprint and redeliver so I got a refund.

The 3 collage prints were via royal mail first class but didn't arrive 5 days after dispatch. Customer service offered to reprint and redeliver with next day special delivery for free.

The experience is a great one, with highlight on the website ease of use and customer service. Really disappointed by the dispatch and delivery.

Would highly recommend if you don't have time pressure, in which case the outstanding customer service would come in time to rescue the situation.

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Lzcj's Response to lzcj's Review

Written on: 19/09/2012

Forgot to say, the quality of the print is outstanding. No issues with that at all.

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Aladabrowska's Response to lzcj's Review

Written on: 20/09/2012

Dear lzcj,

I am very sorry to hear that only one poster was packed in flatbox. Can you email me your details and your order reference number to makegood@photobox.com and I will look into this for you. As for the dispatched and delivery, once order is dispatched, order status will change to dispatched not in delivery. Perhaps it's something we should think about, therefore thank you for your feedback, I will pass it to our developers.

Regards

PhotoBox Team

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Lzcj's Response to lzcj's Review

Written on: 19/09/2012

Thanks to Photobox team for the timely comment response. Again a manifest of quality customer service.

I understand that delivery is owned by DPD and Royal Mail.

Yet you may want to find out whether the issue with hardback poster is at "dispatch" or "delivery". As only 1 of the 2 ordered hardback poster was packaged in the flatbox. Is this missing in the "dispatch" phase or in the "delivery" phase, where "dispatch" is owned by photobox instead of the delivery company.

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Aladabrowska's Response to lzcj's Review

Written on: 19/09/2012

Dear lzcj,

Many thanks for your feedback. Once order is dispatched it is then handed to our delivery partners (i.e. Royal Mail, DPD) and from there the delivery process would be completed. With the Royal Mail, your order should be with you by the next working day although on their advise a five day working week delivery is allowed. As this has passed by some margin, it is safe to assume that the order was lost in transit en route to you. As stated in your account in the Delivery Times section (http://www.photobox.co.uk/content/delivery-information), unfortunately we cannot accept responsibility for delays by the Royal Mail. However, if a week after the published estimated order times above your goods have not been received we will re-print and resend at no cost.

Many thanks

PhotoBox Team

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