Why I Can't Recommend My Publisher Anymore

I am a very opinionated person. Here is the first demonstration of this!

I used to be a very big fan and advocate of My Publisher photo books. Used to be are the operative words there.

In the last 6 months, I have encountered more and more things about this company that have made it pretty difficult for me to a) continue doing business with them and b) recommend them to my clients as a reliable printer for their coveted digital files.

I will attempt to document why and I welcome your discussion in the matter.

A.) Their customer service leaves much to be desired.

This is a huge reason for me with a huge story that is worth telling.

I recently used a coupon during the holidays for 10 free Christmas cards. I received one coupon code in my inbox and one coupon code in my mailbox. I attempted to use both codes in 2 separate transactions to get 20 free cards. Both codes went through and I was pretty pumped about my cards!

The first set of 10 arrived quickly and the quality was great (I still stand by their quality)!

After about 2 weeks, I noticed that the second set of 10 never arrived. So I checked my email searching for a reason for this delay and found nothing.

I contacted My Publisher customer service and was informed that the fine print on the coupon limited one per household.

In and of itself, I absolutely understand this policy.

However, what is irritating to me is that:

1) Their ordering system did not indicate to me that my 2nd order would not go through because I had already reached the household limit for this offer. This is where my first complaint began. As a couponing mom, I get a lot of free samples through many companies, and when I have hit my household limit, I am told this by their websites. My publisher does NOT do this on their website.

2) I received no cancellation email. If my order is cancelled, I would like to be notified so I can find alternative means to print my cards (ie actually paying for them).

3) When I called customer service, I was treated quite rudely as someone trying to sidestep this deal. Obvioiusly, I did not read the fine print. However, had I known the policy and was properly notified, I would have happily obliged.

4) I hung up the phone quite angry with the way I was treated. I googled as high up in their corporate chain as I could find contact information for and called them to voice my displeasure.

5) This person was very helpful to me and courteous. They immediately got someone who could help me with my situation and graciously offered to print the cards for me anyways.

6) How nice right? Well, the person who called me back just gave me a different coupon code.

Right....because using their coupon codes has served me so well in the past. Think I am going to waste my time doing that again? Think again, my friends. Think again.

B) Gift Card Policy

This may not be a big deal to y'all - and please do pipe up if you think I am making a mountain out of a mole hill.

My Publisher does not allow their gift cards to be used in conjunction with additional promotion offers.

Seriously? Seriously? That is like trying to use your Gap Gift card and the store saying you could not use it on sale merchandise.

Last time I checked, a gift card is straight money, not like a coupon stacked on top of a coupon.

Also, when is My Publisher NOT running some sort of promotion???

Riddle me that, my friends.

Ethically, I just have problems with a company who thinks this type of policy is reasonable and should be accepted.

Also, I should say this policy is also in the fine print at the bottom of the ordering page.

There it is again - that pesky old fine print.

C) The Old Bait And Switch

The next reason may be a bit controversial. However, I think it is worth mentioning.

A fellow friend and customer ordered herself one of their gorgeous photo calendars this year. We both have ordered in the past and they are gorgeous and very large! We have loved our calendars.

Imagine her surprise when the calendar she received this year was noticeably smaller than her calendar last year. I can't quote you "20% smaller" or data like this. However, it was small enough that she noticed it, and she went immediately online to see if the dimensions were listed and if it said anything about the reduced size compared to previous years.

You guessed it. Nada. No indication that there was now two sizes to choose from or anything like that. Just dimensions listed.

Is this reason going to hold up in the court of law? Absolutely not because the dimensions are listed on the website. To be fair to my publisher, it is absolutely clear.

However, say you are a previous customer with a trusting relationship with my publisher. You order a calendar because you assume it will be the same size since there are no other sizes indicated. You get your calendar and realized you should have been more careful and re-measured your calendar from the previous year.

Hmmmm....there it goes again. Another example of having to be extra careful with my publisher.

Am I saying that you will not have a pleasant experience with my publisher and not get a quality product? Absolutely not! I am just saying that I have had enough trouble with them that it is not worth my time anymore to continue business with them. I would rather have an amazing photo album from my professional lab. :)

So my friends, please discuss this with me! In each instance, am I being unreasonable? Or does their seem to be an underlying sense of distrust when it comes to dealing with my publisher?

Or am I just an idiot. That is quite possible and easily arguable as well.