"Ordered a 8x10" Christmas gift on December 8th and it did not arrive until January 9th. The website said it would arrive by December 23rd when I ordered. I can understand they're backed up but 4 emails went unanswered. They sent out an email to all customers claiming they want to "make it right" but I have not heard anything back from them. Disappointed I couldn't see my grandparents open their Christmas gift since I had to fly back home before it arrived. Never had a worse experience ordering a custom gift online."
"Awesome work. Perfect sentimental gift for any occasion. I will be using you guys again!"
"where do i begin..I am extremely disappointed in this company. I ordered a gift for my boyfriends mother the first week of December for Christmas off a groupon they put out and still have not received it (now the second week into January). I was promised when i ordered this gift that it takes 10 days to process and 1-5 days to ship. A few weeks later I was worried it wouldn't be here on the 28th when i was driving out of state to personally give this gift so i tried contacting them. I tried calling about 4 different times and no one would pick up. I emailed them.. no response. I finally received an automated emailed sent out to all their customers that they were behind on orders cause they didn't anticipate this many orders and if i felt my order wouldn't be there by Christmas to email them at a certain email.. and so i did and no response. I then even emailed another email to the main person in charge of problems and nothing. I probably emailed them 3 different times over the past month and not a thing. The last email was because i was sent this site here to review them and they said if it was anything less then 5 stars then to email them.. so i did and nothing. I understand it being Christmas time but the lack of communication was astounding, even the website wouldn't tell me anything about the status of my product except for "editing" I finally was able to communicate with someone over the website and the only thing they could tell me was that maybe it would be here the first week of January. If i would have known this a month ago i would've never ordered this Christmas gift in the first place cause now i will have to spend extra shipping money just to get it to the person a month after Christmas. I understand them being overloaded but you would think if the company put out a groupon during Christmas time that they would be adequately prepared and at least be in communication with their customers. I'm not normally someone who complains and pretty understanding but this was completely not acceptable. I can't even really review the product itself cause it still isn't here but I can't imagine being any more disappointed."
"Product is as expected, but both production time and shipping time need work. This item was ordered in plenty of time for Christmas but did not del. until January 7th. I would still recommend your company to others as it is a unique gift.
Edith Zimmerman"
"The order took much longer to be produced than told when purchased, missing Christmas, and no stand was provided, despite the invoice in the box confirming I had requested a stand."
"I never received my order. I called 20 times and could never get through to anyone. Sent 4 emails, not one was ever returned. Have no idea what happened or if I'll ever recurve my order. Worst online purchase experience I've ever had. "
"I am a professional wedding photographer and have never in 7 years of business dealt with a such an incompetent company. I placed an order on 12/2 and it was scheduled to ship by the 16th. When I checked on the order on 12/9 the ship date had changed to 12/18. I called to see why. I was told they were very busy with orders and that I could pay a rush fee of $22 to get my order shipped by the 14th. Great, not what I planned but fine, it would get the ornaments I had ordered for client gifts to me in time to ship them before Christmas. On the day I was expecting an email to say that my order had shipped I got nothing. I called the next day and was told sorry it will be 2 more days before they can ship and there is nothing they can do. Not accepting that answer...because remember I paid for a rush after placing a timely order...I called the person who helped me upgrade to the rush. She was not taking phone calls but responded to my email. She promised that my order would now go out the next day and they would refund the rush fee and pay for overnight shipping. Guess what...the order did not ship the next day! HA! It did not ship until 2 days later. When I received the ornaments I was extremely disappointed with the quality. I applied for their "pro" account thinking this was indeed a company that could produce professional products. Not the case.
There were chips out of the wood edges where the image should be, the color and contrast made some of my clients look ghostly, some of the square ornaments were warped and some had a black dot on the image where the hole should have been drilled. I sent color corrected beautiful images and the ornaments look so horrific. I was left with no time to regroup and get a new gift idea ordered.
After contacting the person who had been helping me via email about the quality, this was her response. "I am so sorry to hear that the Woodsnaps were not the quality you were expecting. I have forwarded our correspondence to my supervisors and they will contact you with more info on what we can do to salvage our relationship with you. I truly apologize for all the trouble and inconvenience, even I am surprised at how bad this has been. I am actually not going to be working here after this week (I am moving away to be with my boyfriend in another state) and I will be sure to get this forwarded to the proper person who will be able to hopefully turn this situation around for you. I apologize again for everything and I hope you can understand that this has just been an insane time for us as a small company, and this is not how we normally operate."
That email came on 12/21/15 and I have yet to hear from the "supervisors".
Do yourself a favor and don't bother with this company if you want a professional product and basic customer service. "
"I sent the below email on Christmas Eve to the special Woodsnap email address for those of us who didn't receive our orders in time for Christmas. It is now January 3rd and I still have not heard a word in response.
Dear Woodsnap,
It is Christmas Eve and I do not have my order. I am so upset and disappointed by this experience and with your company that I am not sure how to put it into words. So, I think I will share my timeline with you:
11/30....placed my order and according to your website, it would take 4 to 6 business days to process plus ship time. I thought great...that is enough time to get a proof too just in case I would want to change a picture or two.
12/08...no proof yet, so I contacted you to ask if there was an issue with the pictures I had chosen. The response was that you were busy but I would have a proof no later than tomorrow, 12/09. I thought great...everything is good.
12/11...still no proof or contact from you whatsoever, so I contacted you again. If you read my email from that day, I was completely understanding of the busy time of year and I asked for someone to be honest with me to let me know if I should cancel my order so I would have enough time to find another company or way to print these pictures in time for Christmas. But, you did not even respond to my email.
12/14...proofs arrive! Um, if you can call those proofs. Seriously, they are copies of what I uploaded on the 8th! I thought proofs would be examples of what the finished product looked like. If I had known, I would not have requested proofs in the first place. Anyhow, I approved the proofs within 1/2 hour of receiving them and asked if I would receive my order in time for Christmas.
12/15...I was told that I would not receive my order in time. I was also told that I should print out the & proofs and wrap those up as my gifts as a preview of what was to come. I cannot even begin to explain how upset I was to read that suggestion.
12/17...formal apology to all Woodsnap customers that you were working around the clock to fill orders to get as many as possible out in time for Christmas. I was hopeful that I might get mine. But, since my order was not even in production until the weekend, I am going to assume I am out of luck.
So, again, it is Christmas Eve and I do not have my order. I do not even know if you care, but I care because 2 of the products in that order...the Christmas ornament and the collage picture were going to be presents for my Dad. He is coming into town today to celebrate Christmas with us. It has been a difficult year for our family as my Mom died and we have been trying to find our new normal without her. We took Dad to an Ohio State football game this year...thus the ornament picture. And, we all went to the beach together...thus the collage pictures. Both of those times were very special to us and we wanted a unique way to share them with Dad, which is how I found your company. However now, not only do I not have these gifts to give to him for Christmas tomorrow, I have no idea when they are coming...and then I will have to pay to ship them to him whenever they do arrive. And, we will not even get to see his reaction when he opens them...not exactly what I had planned when I ordered them on November 30th!
When I asked you on December 11th if I would get my order in time, you could have been honest with me and told me no. I would have accepted that answer, asked for a refund and moved on to find something else for my Dad. As much as I am so upset by this whole experience with your company, I am even more disappointed that my Dad will not have some of his gifts tomorrow morning. Your email stated & that we will make it right by you &...and I am wondering how you do that.
Thank you for listening,
"
"Horrible, I placed my order on November 28th and still have not received my gift! Customer service will not answer any of my emails. I paid for express production and shipping. I understand your busy over the holidays, but to be well over a month and to still not receive anything is absolutely ridiculous. "
"Ordered on November 30 and was told it would arrive by Christmas. It didn't ship until December 23 and didn't arrive until the 31st. I was able to change the shipping address which I appreciated, but didn't get a chance to see or hand out the ornaments because I had to leave in order to get back home. I was told that they looked good, but overall was bummed how the whole thing went down. I understand the holidays are a busy time and would have also understood if I would have been told to not expect them by Christmas ahead of time. "
"Really poor communication and transparency on the status of my order and why it was delayed in processing. Estimates for processing time were way off. No one answering phones. Called multiple times. Voice-mail boxes full. "
"Took to long to fill my order. I still have not received it. "
"Order has not been received. They don't answer the phone."
"I was upset at first, because I had received my order over a month after I had ordered it. I paid for 1-5 day shipping. They have a disclaimer that says, "production time does not include ship time", but it was still an unreasonable production time. I emailed and got no response for a week, but when they did respond they were very apologetic and gave an understanding explanation. I received my photo and it turned out very nice and I was very impressed with how they packaged it. It sucked to wait, but the end result turned out great."
"Still haven't received my order and have sent multiple emails regarding it and haven't heard from anyone. This was supposed to be a Christmas gift."