I just wanted to post and see if anyone else has had any bad experiences with zookbinders.

I recently decided to order a studio sample so I could start offering the matted albums with zook. They had just came out with the ROES print to bind system which was a huge time saver, so I did my design and uploaded the prints. In the special instructions field, I put that I was ordering a sample album and would like the 50% off the album and 25% off the prints per their marketing brochures I got at WPPI. I had placed the order and realized that I forgot to put a cameo order so I immediately called customer service to find out what to do and to see if I could email over the print and have it added as a cameo. The first person I spoke with was very rude and said I was SOL. I was like, ok, whatever, so I later received a call from another customer service rep because I also forgot to put what guilding color and what matte type, so when I was on with her I again asked about the cameo and she said I could just go place another ROES order and put ZOOKTIP in the order number field so they would know it was a cameo that needed to be added. So I did just as she asked.

2 weeks later I receive my album and the invoice. I was charged FULL price and there was no cameo on the album. Frustrated because I needed this for an upcoming bridal fair that I am doing this Saturday, I called and let them know of their mistake, it took a couple of phone calls with some more rude reps and I finally got a call tag to get it shipped back to them. Even though it was their mistake for not making it a studio sample and leaving the cameo off and charging me full price, I had to send it back in, which was fine because I would still get it back for the bridal fair and I would be getting my money refunded.

Well 3 weeks later, it arrives today. I open the box and the cameo was fixed but there was no studio sample stamped on the album, so I called to make sure that I was still going to be refunded the studio sample difference. Once again, I speak with a rude rep who said that they would issue the refund as a credit towards a future zook album, to which I replied, no I want it back on my card as I don't want to do business with you again. I am so fuming mad.

Has anyone else had any bad experiences with Zookbinders? I am so fed up with rude customer service and mistakes that I have to pay for. Anyone know any other matted album companies that have Great customer service? I wish KISS did matted albums.

wow. very unusual.

everyone has always been super nice and helpful. i just got a couple of photobooks today that i ordered last thursday. i was just going to post how happy i've been with them

i'm sorry to hear of your experience.

Ooooh... Thanks for sharing, I will keep it in mind as I wanted to use them here shortly, and it would be interesting to see if anyone else has had any of the same issues. I have had a couple in the past with WHCC but it could have been a personality conflict, LOL.

Wow, that's really strange Dustin. I've never had any sort of trouble with them.

Sorry that happened to you.

We had an experience similar to that. They had mounted an image incorrectly. This was a Zookbook, full pano image. Yes, the right half of the pano was on the left side and vice versa. Extremely obvious. Anyway, we were already having time issues with the album so when I called about it, they said it would go through quickly. It didn't. It went at the end of the queue (November or December -- long turnaround time of year). It ended up being so late that our customer had already left town. So we had to ship it. And we felt so bad we gave them a $100 credit.

I was so upset that I didn't want to use Zookbinders ever again. But we do. Mostly because our samples would be so expensive to re-do somewhere else.

This is pretty much the only bad experience we've had with them, but what made me so upset is that they didn't think it was that big of a deal and wouldn't work with me on getting it quickly. Wouldn't put a rush on it (even though it was their mistake). Wouldn't overnight it (since it was their mistake). And just didn't make me feel good about using them.

Their product is great, just hope you never have to send one back.

Sure this isnt Graphi?

I hear ya Adam. I too will probably still end up using them because they are a great price. I just wish they really valued their customers and weren't so rude to me on the phone. I LOVE using albums unlimited because if there is ever a problem, I call and they IMMEDIATELY take care of it with a smile on their face and a quick apology, I truly feel valued as a customer. If they overbilled and forgot to stamp studio, they would just refund the 50% instead of making me ship in the album when it was their mistake. I don't know, I know I will get over this, but it's hard to put your trust in a company when mistake after mistake is made with no apology and being treat so poorly. I am hoping maybe this is an isolated incedent and in the future, things will go more smoothly.

I just ordered their 4x4 and 6x6 book for samples. I hate their website! and I hate that I can't track how my order is doing. and I hate that I had to fax over my card info... who still uses faxes??? Then they lost the fax and I had to re do it. I called to make sure they go it, and went to voicemail and she never called back. I just got a tracking # this morning... I can't wait to see them. and I hope they charged me right.

They really need to step up their customer service!!!

i have been happy and i got an email the other day where i can track orders through zook... did anyone else get this?

oh noes.... not something bad about graphi? i just got my sample pack and really dont know much about them....

Ugh, I just called them because it's been over a week since I was supposed to get the refund put back on my card and I was transferred to billing, who verified my account and then said that they had to transfer me back to the front desk who would then in turn transfer me to customer service (all before I had a chance to tell her that I already spoke with customer service and they put in the request for the refund) so I was on for about 5 minutes with customer service where I had to explain the whole mishap for the 5th time.

Luckily Erica was one of the few friendly customer service reps that I spoke with and she advised me if I don't see it by the end of next week to call back again.

Frustrating.

imagecapsule.com

I met the owner at WPPI, and have ordered a couple of books for clients who love them.

They do print and bind at a great rate. I upload on Monday, it ships on Friday and I receive it by Thursday. The closer you are to the west coast - like Utah - means you might receive it by Tuesday.

Mike

I use GraphiStudio. I love their albums. I had couple of issue with them, but not their fault but the credit card company.I have to go to the bank to pay using Wire transfer until I fix the situation with my bank.

My only concern with them has been difficult communication with them in Italy. But it is mostly due to very few employees that speak english. But they do listen to us. They just revamped their website and now you can track your order better and if there is a hold up, you are notified immediately and can see the problem in the website.

Their turn around is pretty good coming from Italy.

thanks david.

We have only had one problem, but that was with an over-lacquered image and Erika from customer service called us immediately and I sent her another print. I have found them to be really personable and eager to help.

We ordered a sample of Album Epoca because everyone in our area does Zook now.