"I have to say that my first experience with this company was horrible. I'm a photographer, and I ordered a scenic muslin backdrop combo from them a little over a week ago. When I called to check the status, I was told it would take 5-7 weeks! I then talked to a customer service rep, who agreed to sub a scenic backdrop they had in stock, and ship the backdrop and rock set out immediately. I didn't receive the rock set, but instead got an e-mail that they needed to charge me additional shipping to send the rocks -- when it says plain as day on their website "free shipping on orders over $200". What?! I don't even know how to respond to that....they can just keep their rocks, which I intend to tell them as soon as I get done writing this review. They did send the substituted backdrop, and it came today. I was highly disappointed. I expected a beautiful beach scene but what I got was a paint-chipped horror. I called and talked to Rebekah, and had to e-mail her pictures of the backdrop to show the problems. When I talked to her to confirm she received them, she said I could return the backdrop, but refused to give me a refund. I will get "store credit." Hello?! I need a backdrop for THIS WEEKEND -- and now I am essentially out $300, because after seeing the poor quality of this backdrop, and experiencing the horrible customer service, I will probably never order from this place again. Very disappointed!"
"I have to say that I LOVE the backdrop outlet! The customer service there is AMAZING! Every time I call to order a background, I am greeted by a very kind receptionist, and a very "willing to help" customer service center! I have to say this is THE ONLY BACKDROP SUPPLIER I DO NOT HAVE A COMPLAINT ABOUT! I have two full service studios located in California and North Carolina, shipping has always been on time as promised, and the quality of the Backdrop Outlet's products CAN NOT BE BEAT! I am a Happy Photographer, with Happy Clients who love there images, because of the creative backgrounds that the Backdrop outlet carries. I have a very high volume customer base and have been so excited to work with this company since I always have a need by date. Thanks so much Backdrop Outlet for taking care of your customers and helping my business succeed. I will only order from the Backdrop Outlet as long as they are in business, I have seen smaller backdrop companies popping up everywhere, and they don't have the same feel as I get from the Backdrop Outlet. "
"Great Customer Service! Great Company! Great Experience! Thanks Backdrop Outlet!"
"Placed and order for a step and repeat. Sent logo and never heard anything from the company. Called to talk with customer support and they were unsure of the process for ordering. After waiting for three weeks I cancelled the order, but have yet to see the funds returned, and it has been over 30 days.
Edit -
Erik contacted me after posting this review at an original 1 star. He processed my refund and as of today I have received it. Erik has provided greater customer service than I experienced throughout the rest of the process with BackDrop outlet."
"I placed an order on 4/18/12 for 2 rompers and a Titanium Cloth. I received them with 4 days and was pleasantly surprised. The rompers for the price I expected not the greatest quality but again was surprised because they were actually very high quality. As for the Titanium Cloth beside the price being higher than most backdrops on there site. It was amazing! The backdrop is the best thing I have bought for my business besides my Nikon. It hardly wrinkles even after taking it of the bag. The color shoots so great and my images pop off the screen. I hope I can make enough money off these purchases to afford to buy more. The quality of everything was great and the shipping time was good too. Overall a good experience. "
"Backdrop Outlet does not stock all of the items on their website, and is inconsistent with marking their in-stock merchandise as being in-stock on the site. I placed an order for a few items on 21 April 2012, none of which were marked as being backordered. An order confirmation was sent the same day, saying that it would ship within 1-2 business days unless there were backordered items. After two weeks, no tracking numbers had been sent and I called customer service to ask about the status. They said they were waiting for one piece, and it would be shipped the next business day. Three business days later, it still had yet to ship and I requested a refund. The refund process, they said, takes 10 business days to process. Completely unacceptable.
Edit- 18 May 2012: B.O. fully processed my refund a few days after I initially wrote this, without hassle."
"Order from Backdrop Outlet all the time I have 4 studios and pretty much everything except our Cannon 7D's came from Backdrop Outlet. We have always had good experiences with them and a few time when there was a issue they were quick to resolve it with a solution that very acceptable. I always want to order more than I can afford but when you have to buy everything x 4 it really adds up LOL. I love love love there Vinyl! I have all 3 colors and we use pretty much in every single shoot we do at all of our studios. I also can't say enough about how much I love there new Titanium Cloth I bought the TC345 in the 6x8 size and it so amazing whatever the material is blows my mind because it so wrinkle resistant and shoots so clear! I will definitely be buying more of them in the future. Well in conclusion I really enjoy all of my products and recommend all of my friends to use Backdrop Outlet!"
"I wasn't happy with one of the backgrounds, so It was returned for a refund."
"I ordered a backdrop on Feb 3, it was marked back ordered. Since I wanted it for new model reps I called and asked how long, was told 4-6 weeks, I then called after 6 weeks and was told they were to come in on the 5th or 6th of April So I then called on the 5th and was told they came in but not unpacked. I called back on the 6th, 9 weeks from the original order date, and was put on hold for them to check. Then I found out it didn't come in with this shipment, the next shipment comes in at the end of the month. I told them to send me my money back. This isn't my first problem with them, I guess its a case of fool me once, shame on you, fool me twice, shame on me!"
"Ordered some diamond cloth backdrops. They were backordered at the time. Took about two weeks to ship, but once contacted Erik got me the tracking information and they will be here soon. I appreciate Erik's quick response and assistance."
"I initially wrote a bad review after receiving my order of candy sticks, as I had a bad experience with my order and they were not at all as I expected. However, within mere hours of posting my review, I was contacted by Erik, who listened to my issues and concerns, was very understanding and accommodating, and has assured me I will be much more pleased with the Titanium cloth he he has promised to send out right away to replace the candy sticks which just did not work for me. I will be revisiting this review once I receive my replacements. Erik was very pleasant and reasonable on the phone, and I am hopeful that my issue will soon be resolved to my satisfaction. "
"Here is my experience with BackDrop Outlet. I have ordered from them a few times and I have NEVER received my product within an acceptable amount of time. I have always had to call to find out where my product was. This is unacceptable. My most recent foray into the BackDrop Outlet World started on 10th Jan 2012 simple order. All products but one backordered. No notification. This was not too much of a problem because I had taken that into consideration. Order finally ships 1st March, 2012 via UPS I assume because I have NO idea a tracking number would be very helpful. Sent two emails to Support neither have been answered even after the 24-48 hour promised response time. The products are quality but if you are planning to purchase from BackDrop Outlet make sure that you do it at least 3 months in advance of when you need the gear.
Updated March 14th, 2012: I am very pleased that BackDrop Outlet has corrected this situation with professional assistance. They discovered that the package had been lost by the Postal Service and have replaced all the items and expedited them to me. Several of the staff and managers responded to my emails to assure me that the situation would be corrected and they have provided superior customer service now. I have changed my rating based on this level of service."
" I ordered 5 backdrops a prop bed and monster fur and it looks like I will never get them. I ordered them january 7th and they had said I should've gotten it by the 4th of Febuary just in time for Valentines, I recieved one item a damask backdrop, but it was the wrong one. We emailed them and they never sent a response. About a week after the fourth when we still hadn't recieved any other part of our order We emailed them again this time there was a response that said it should be shipped by the seventeenth. We wait until this past tuesday and email them again, No response. Tomorrow I am calling them but I don't think i'll ever see my items or my money. Hopefully this doesn't happen to anyone else.
Update: Since I wrote my review I am pleased to Say that Erik there product manager emailed me very quickly and helped with all the information I needed, he was also very polite and generous. In my previous post I said how I would not order from them again but since I have recieved my merchandise and it all is very nice I will think about using them in the future. I just know to order a great time in advance in case something is backordered. Erik is the best person to talk too. "
"Have been ordering from Backdrop Outlet for the past 5 years after I started my Photography business and have always been pleased there prices are always very competitive and there products are always up to my standard for quality. I recently ordered there new Titanium Cloth 5x6 and was very happy with it the style was really great and it shipped 2 days after I ordered it. Without rush shipping I got in 5 days after I ordered it which was amazing! It seem they are getting faster with there shipping time since last time I ordered.
Overall I like this store a lot and it has helped me really expand my business at a low cost. I wish they would have never moved from Chicago but what can you do.
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"I placed a order on 1-13-12 and they said it shipped on 1-16-12 so I waited and waited and waited for it to come. I finally asked for a tracking number for my order and low and behold it hadn't shipped. They didnt even create a shipping label for it until I asked for the tracking number on 1-24-12. They have good products and prices but horrible shipping.
UPDATE** For all the trouble they gave me a gift card which i used to order the white fur with on 2-2-12.
UPDATE** 2-9-12 I sent them a email to see if the white fur I ordered had shipped and they just replied with a short message saying it shipped, so basically they did the same thing again. I wish I could give there shipping department less then one star. Erik is very good at his job and this company would be lost with out him. He takes care of things right away."