Our first order with this company was October 2019 for a 6x8 vinyl backdrop. The product came quickly and looked really good, so we decided to order from them again a few months later. In January, we placed two orders for two more vinyl banners. One was requested to be delivered in early February, the other in early March.

For the backdrop due in February, we were three days out from the deadline we had provided and hadn't heard anything about our product. The order showed as "unfulfilled" on their website. I reached out asking for a shipping status, and was told by their very kind graphic designer Ashley that their vinyl printer had broken a couple weeks prior and they wouldn't be able to fulfill the order in time. No one at Backdrop Outlet had communicated that this had happened and that our order wouldn't be fulfilled they simply weren't going to say anything at all and we just wouldn't get our order, had I not asked about it. I asked if they would issue a full refund and they did. I asked Ashley if we could receive a guarantee that our banner would be delivered on time for the March deadline and she said she could guarantee it would be there on time.

March comes around and luckily this banner arrives on time! However, it's not at all what we ordered, and the event we needed this for was 4 days from the time we received the banner so there wasn't any time to order a new one. Instead of a 6x8 quality vinyl print, they sent us a cloth version of the same size. The product had fingerprints all over it (most of the banner was white so the prints were quite visible), there was streaking from top to bottom of the banner across the entire design, and a few images were very grainy where they were otherwise clear in the final digital proof, even when zoomed in.

We reached back out to Backdrop Outlet to explain the issues and see what they could do to help us out. The very abbreviated version of what ended up being a long, contentious, and immensely unprofessional "customer service" interaction was: They could not guarantee a replacement in time for the event; If we used the banner at our event it would not be eligible for return; They then accused us of trying to get the product for free; We should be grateful they sent us the fabric version because it's a more expensive product (it's not- it's the same price as the vinyl); We should be grateful that they did us such a favor sending us SOMEthing to use for our event since their vinyl printer was still down (they again never communicated this). Never mind that the product still wasn't what we ordered, we were never consulted or asked if a fabric replacement would be sufficient they made that decision on their own, and the end product was still of very poor quality. The person was content with gaslighting us to the end of the world and back again, apparently shocked that we weren't groveling in thanks for the outcome of their very poor judgement.

Flash forward two days later and they sent us a "replacement" banner in vinyl, but the wrong dimensions and missing the entire top 1/3 of our banner design. The fabric banner was delivered back to them and we asked for an ETA on our refund. They said they wouldn't refund us because they sent us a vinyl "replacement," so we sent them an image of that replacement showing how it's missing the top 1/3 of the design and asking again for a refund, offering to also return that incorrect vinyl reprint to them. They responded by sending us a GIFT CARD for the value of the original purchase and told us they "do not do refunds per [their] policy as stated online." Except they previously told us they WOULD refund us if we returned the incorrect product, and they have refunded us before for the banner we never received in February. So now they're just refusing a refund entirely, despite sending us two incorrect products that aren't at all what we originally ordered and we have to dispute it with our card company.

This is the one resource i liked ever..