Rachel D.

UPDATE:
Since reporting a problem a SECOND time, we have received a discount to re-upload and order the banners. I am glad they finally responded, however, we are not going to pay to have them redo a banner that should have been correct the first time if we used their template - even if it is discounted. Besides, if we did order new banners, they would not get here on time for our show being that it took two problem requests to get a response.
Their templates should be accurate so this wouldn't be a problem in the first place.

ORIGINAL:
We have been customers of GotPrint for several years and rarely have had a problem... up until this year.
Earlier this year we got shipped the wrong postcards. We filed a problem through their website (as they ask) and explained the problem. They acknowledged their mistake and said they would ship us the correct postcards. We asked them for the postcards to be over-nighted because we needed to send out the postcards right away for our trade show. Not only did they not overnight the postcards, but it took TWO WEEKS to arrive to our office - past the time we needed to send them out.
We made a note that if we order anything else, to give GotPrint an abundance of time in case there is a problem again in the future (which we should not have to do).
Then again this November, we ordered table top banners. The banners we received had our logo cut off at the bottom. I double checked our files and saw that we kept everything within their guidelines downloaded from their website. We reported a problem and they responded asking for pictures. I sent them pictures of the banners we received and the original files... I never heard back. We had to go to the trade show with our logo cut off at the bottom of our banner. I sent a second email (being that we are using these banners for several shows) and never got a response. I sent a third email and never got a response. It is now January and we gave them a call.
The lady on the phone was rude and also said that it was our fault and they can't change the files we send them. I understand they cannot change our files, but we used their template and made sure everything was in the lines - at least make sure the templates you give us to use are correct! I also went to our orders on their website and looked at the file submitted and you can see that our logo is above the line they have on the file.
The lady on the phone did not help us whatsoever and told us we needed to file a problem through their website (which we already did back in November). I'm not sure that this will ever be resolved if they never respond. We will not be ordering from GotPrint anymore and have already ordered postcards through a new printer.