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“Very low level customer service & terrible communication”

Written on: 19/12/2012 by tinseltoes (1 review written)

I was initially very taken with Photobox, it seemed in theory so easy, just load the pics to their website and choose a product. I used one of their offers and spent two weeks worth of evenings uploading photographs and compiling 2 x 100 page books. That was nearly a month ago, I received one of the books within a week of ordering it and was pleased with the service. So I ordered five calendars, which are much more basic than the ones I normally order from Apple (same price too) but still acceptable.
However the book that I really urgently needed - the one featuring all four of my children, an xmas present for my husband still has not arrived. I have phoned everyday for the last week but been on hold for up to 40 minutes at a time and only spoken to someone twice (am still waiting for their call-back three days later). I have emailed 10 times and received a generic email back not addressing the problem at all but telling me they had cancelled my order and would refund me!!! I then received an email saying my photos would need to be deleted and reuploaded as they could not be used (strange as I have had five calendars printed using them).
Not what you want to hear the week before Christmas and I feel very badly let down as I now do not have enough time order anything of a personal level at such a close date to Christmas - shame Photobox could not have told me there was a problem when I placed the order to save me all this aggro and disappointment. I have sent three emails to the same person today and still heard nothing. I am shocked at such a low level of customer service and terribly disappointed that I now don't have the book I spent so long planning and organising for my husbands Christmas present. I will be sticking to Apple (spot on and no price difference) and trying Blurb, Boots and Snapfish in the future as I hear they are just as good.

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