Backdrop Outlet

I placed an order back in February for over $100. After weeks of no shipping updates I emailed them to cancel my order. I got no response. So I emailed them again. This time I got a one word response back--"Canceled." No other information. It's now been 3 weeks since that email and the charge is still on my credit card. I emailed them again and they replied, "I will send another request to accounting." I'm going to go through my credit card company to get the charge taken care of because they will not do a thing to help. I seriously question the legitimacy of this company. I do not think it's real. This is the worst customer service I've ever dealt with.

I am high volume photographer. I order 9 backdrops, 3 different kinds 3 each and it cost a lot. I wanted a vinyl (which I have used in past) rather then cloth to avoid wrinkles. When I recieved box it was damaged. The packing was cheap, rather then using tube to insure quality delivery they used postal service box when was bent in middle and cause ripples and creases throughout product. I call thinking easy fix, their response was "Not enough damage" to return. So I decided being I was in crunch mode to shoot and see if damaged showed. The material was so reflective that no matter how we placed lights there was reflections on backdrop. The material was shiny. Now if you are going to sell to photographers you would consider material. I emailed because they don't have customer service via phone and their response is it is clearly stated it is semi matte. I am sorry it is glossy so after having several photogs look at it and try to shoot - THE MATERIAL IS UNUSABLE TO PHOTOGRAPHERS! I then ordered form westcott for same price and recieved an excellent product. WILL NEVER USE THEM AGAIN!

I ordered a backdrop back in December hoping to get it in January but had to cancel because it was never going to get to me on time for my travels. Customer service sent me an email my order would be canceled after asked for cancellation and would be refunded. I have not received any refund till today after countless email. There's no phone number to call as well. I went back to an order I cancelled in August 2019 and realized I never got a refund as they stated as well.

They had the worst support I have ever experienced. Every response was the same and there was no progress. They should know that if you use USPS, it's OK to ship to a P. O. Box, and they kept telling me they couldn't. If they've been in business for awhile, they should already know that! They also kept saying that the number I provided wasn't valid. The number that I use daily, was not valid. They also didn't answer a lot of the questions I had asked them. I got two emails saying two of my backdrops were shipped. I asked them about it because I was aware they don't ship to a P. O. Box and I never got an answer about that. I also asked them if they tried the two other numbers I provided them (for their voice verification) to see if it worked and they never answered that question either. They're support service was absolutely confusing and such a cluster fork. I can't express enough that it was just the absolute worst. I quickly looked online for other backdrop services and was so relieved to find one and I first asked their support on chat if they can verify if they are able to ship to a P. O. Box. They immediately responded that they had checked USPS and that they are able to ship here. Easy as pie... but not with Backdrop Outlet. I would give no stars for their customer service if I could.

I placed an order in late July. I received an order confirmation. Then, I received no products. Nothing. Crickets. I go to their web site to call them and find no number published. Hmmm. Thankfully I found the number on Yelp. Once I actually got them on the phone to ask about the order, they magically sprung into action (more than two weeks after the order) and shipped SOME of the products. Part of the order. The rest was "back ordered" they said.

Part of the order I did receive was four floor drops. Two identical drops, printed twice. NOT what I ordered. I had ordered four different floor drops. To their credit, they shipped out replacements for the two missing pieces, and gave me a mailing label to return the duplicates. That's the only reason they're getting 2 stars instead of 1.

They claimed the back ordered items were delivered to my front door, which was incorrect. When I emailed customer service, they said "They were delivered, you'll have to have the post office track it." In other words, "not our problem". Well, the SHIPPER has to initiate traces, not the recipient. Idiot. And, when I called them to let them know the tracking information they provided was the tracking information for a different part of the order entirely, the person on the phone confirmed that those products had not, in fact, shipped, but were back ordered.

(sigh)

So, despite their incompetency, I ordered five vinyl floor drops for me to use in the studio, thinking those would be easy enough for them to print and ship. That was 18 days ago. When I asked for updates on that shipping time via email, once again, I receive no answer. It was only when I threatened to challenge the charge if I didn't hear from them that they even bothered to email me back to tell me the items from the July order are still on back order. And no information was provided on the floor drop order from 18 days ago.

I emailed them this morning and told them to just cancel the second order entirely. I also told them to refund me the back ordered product cost as well. I'm confident I'll have to do a charge back with my credit card before I even warrant their attention. This has been a frustrating experience to say the least. There's a reason there are so many bad reviews about this company. I tell you, the hassle is not worth any price savings over a more reputable company.