Absolutely terrible experience. They did not print what was shown in their online Designer preview, and they refused to honor their "satisfaction guaranteed" policy. I'm a designer with over 10 years of experience, and I work at a large corporation. I know what I'm doing, and I've used many online design systems, without any single issue. Imprint completely screwed up the t-shirt printing, did not actually print several of the images I uploaded in their tool, and refused to fix it or provide a refund. Their communication with me was snotty and dismissive.
LIST OF THEIR FAILURES:
1) Their online Designer would not accept professional (Adobe) PDF files.
2) The design shown in their Designer was not what was sent to their production team.
3) They did not even print 2 of the images I uploaded using their system.
4) They did not provide any "proof" to review and acknowledge prior to completing the sale, despite their homepage claiming that "proofs to see" would be provided.
5) They did not contact me upon receiving a very suspiciously odd design to verify that it was in fact what was intended.
6) They outright refused to honor their "satisfaction guaranteed" policy.
7) Imprint charged my company almost $900 and sent shirts that are literally unwearable.
My design consisted of 3 art files. I tried uploading PDFs into their online Designer, but they only displayed as white squares, so their system was apparently unable to use professional PDFs created in Adobe software. So I rasterized the art and uploaded as transparent PNGs. The Designer saw those files correctly and I was able to place 2 on the front of the shirt, and 1 on the back (3 files total). Using the PNGs, everything looked good to go. I was ordering 65 shirts, not a small order, so I was very careful creating this design within their online Designer. I made sure the art was all uploaded and positioned properly.
When I received the order, all 65 shirts were printed wrong on both sides! Only 1 of the placed images was printed on the front (NO LOGO!). On the back, the same image from the front was printed, but much smaller and rotated 90 degrees! 2 of the art files I had uploaded to their system were not even used. They weren't printed on the shirts in any way. I ask you, in the history of t-shirt design, has any designer, anywhere, ever, designed a shirt with the same image front and back, but with the one on the back sideways and tiny, and that's it? No. This was obviously a screw up that they didn't catch. Obviously no person looked at it. And I HAD SEEN THE CORRECT ARTWORK when I designed it using the Imprint Designer tool.
I called them and they opened a ticket for me to fill out, and I submitted 5 photos of the product they had delivered. I also included an image of my original mockup I had created so they could see what the correct design should look like. They claimed that they had printed the design I sent them and washed their hands of it! Obviously not, or I would have fixed it in the Designer. they sent me images they had in their system showing the incorrect design that they claimed to have presented to me and said that it was the design I submitted and approved! I never approved anything other than what I created in their Designer. They told me that they showed these (incorrect) images on the Cart screen, but I double-checked that, and they display thumbnail images in the cart (about 0.5" square). How is that a "proof?" There was no instruction on the cart screen to review the thumbnail images for correctness, and why would I expect that the design I HAD JUST SEEN FULL-SCREEN IN THEIR DESIGNER had been CHANGED AFTER I UPLOADED IT? This was obviously a software error on their end.
After several increasingly blunt messages were exchanged with them, they outright refused to either reprint the design correctly or provide a refund. They tout that they have a "satisfaction guaranteed" policy right on the bottom of their homepage, and they claim they will provide "proofs to see what your design would look like on your product." Right on the homepage it says they will provide a proof! I was expecting to be shown a proof either online or via a download prior to completing the order. I was never shown a proof, and of course I could only know that AFTER submitting the order. They absolutely would not budge, and merely offered a 10% discount as a "good faith" gesture for providing me with $900 of unwearable products! They should have reprinted the shirts AND given me a 10% discount for my troubles if they wanted to show a "good faith" policy of "satisfaction guaranteed."
MY ADVICE TO YOU:
Do not trust their online Designer or "satisfaction guaranteed policy." Insist on an actual proof image!
