mypublisher.com
2.6 / 5
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Based on 29 reviews
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2.6
29 reviews
Mypublisher.com Review
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Last update: Wed, Mar 9, 2022 12:30 AM
But my greatest reservation (and the reason I will be using Mixbook from now on) is the terrible customer service. You need to wait 48 hours to get a curt and unhelpful 2 sentence reply from someone who spells your first name wrong. The tone of the two responses I received was so cold and dismissive that I immediately regretted having ordered so many books from this company in the past. The product is not nearly good enough to make up for the poor customer service. Sorry.
Of course I will not be using MyPublisher’s services in the future, however I needed to be smart about my time, so I decided to re-create my album and use that 300$ towards it.
I stayed up at night and re-created my album, however I did not find any 300$ credit on my account when I was ordering. Today, after spending another 27 minutes on the phone, I was advised there are no notes about 300$ compensation, but they can offer me a DISCOUNT.
I had a HORRIBLE experience with MyPublisher, they have faulty software that crashes and their customer services does not follow through with what they promise to do.
Deeply disappointed.
We've used them for a few years without complaint, (except for the awful design software) and have always been pleased with the price and the quality, but this time we have been hit with customs? charges which almost doubled the cost of the book.
As a consequence, we will not be ordering from them again as the cost becomes very prohibitive, especially when it is sprung on you on the doorstep as a condition of delivery.
Time to look for a decent UK supplier of photo books.
These things happen and I thought that all I needed to do was call MyPublisher, explain the situation and they will simply reprint the books correctly and rush them to me. That is not at all how it went.
After not being able to reach them by phone, I decided to send an email to customer service explaining my issue. The reply I got back was pretty straightforward in its message: Thank you for contacting us. Unfortunately we are not responsible for the design of your book and we never alter customer designs before printing them. If you don’t like your book, too bad.
I thought surely they must have misunderstood my explanation, especially the part that explains that the book is exactly the same book with the same exact pictures they have printed correctly 3 times before, with just a few new pages added. Surely something went wrong with the physical printing to make ALL the pictures come out consistently dark, some being almost totally black. I wrote back and got the same response: We are a young and dynamic company; we do great work and value your input and will strive to do better for our customers. As for you, though, your book is bad because you screwed up the design. We are not responsible so no reprint and absolutely no refund.
At this point I got mad. The next 2 weeks turned into a daily back-and-forth series of increasingly angry emails – me asking for my money back and MyPublisher standing firm to their intent to make me go away. I called American Express and explained the situation to them; they put my payment on hold and contacted MyPublisher.
This review will get way too long if I wrote the extent of my horrible experience and communications with this company. I did get to the point where I was copying every email address of individuals at the company to make sure more people, not just customer service and the returns department where aware of my situation. I believe the CEO’s email address is [email protected]. I was guessing at the email addresses based on the email address of my primary contact ([email protected]). In the end, likely because of American Express getting involved, I received an offer to reprint the 10 books free of charge – but I had to lighten all of the pictures; I refused on the grounds that the pictures are fine as they have printed the exact same pictures correctly 3 times before. Besides, I’m sure they would have blamed me when the reprints came out way too light! The following day, 3 weeks after this began, I abruptly got a full refund.
I am at a loss to understand how a company that must do a lot of business can be this bad to a customer and risk their reputation for less than $300 retail -- in this age of online reviews that never go away. Never again!
Hello,
I'm sorry to hear that you’re having some trouble with the MyPublisher website.
Hello,
I'm sorry to hear that you’re having some trouble with the MyPublisher software.
I would call in or provide a number for us to call you so that someone can troubleshoot with you to try and find the source of the error. You can reach us by phone at 877-411-6978.
Looking forward to helping you resolve this issue.
Thank you again for contacting MyPublisher,
Jermaine Francis
MyPublisher Customer Support Team
so i called this morning and I get a message saying they are having employment training and wont answer the phones until 2pm. I was irratated pretty bad by this point...tried chat...and email again....
I think did my own research and looked for a download of the program online....I found it and downloaded it....I wrote and email back saying nevermind and started on the book...which took me a couple of hours...
So im thinking okay this is it....I go to purchase and and it says my session timed out...so i called the rep on hold for over 15 mins btw... it states to call them on the page....and he tells me he doesnt know what the problem is and that i shouldnt use wireless and to get hard wired in....WELL I wish I would have known that! in the first place...I was worried about whether my credit card got charged he assured me it wasnt....so I get off the phone and he told me to press preview and then purchase....well i did then another screen popped up saying that there was an internal error.... ughhhhh.... I called back..on hold for over 10 mins....and this woman answered unpolitely and I tried to tell her what was going on and she just hung up! So I called back again...was put on hold for over 20 mins this man answers...Im trying to tell him whats going on...he's impatient, short, and rude...terrible customer service...i asked him to stay on the phone until I get this done and he says yes...i was trying to tell him about the problems ive been having all day....and he tells me I might have to be hard wired in...I asked him if this doesnt work...can I get my money back...he says no....because that was already purchased...They are crap!What terrible customer service...the application was easy and great to use....Still trying to upload the book...who knows what itll look like when i get it lol....upsets me they have my card saved in there system....sucks I thought I just had to pay for the 10 voucher...then I see a 10.99 charge for fed ex...why not ground ship for cheaper?! Wish I can give you an invoice number but I havent gotten it yet....cuz this darn thing takes forever to upload...had to make up one so I could post this....hello shutterfly!
Because they make you use their software, it is impossbile to use a different ventor to print the book you spend so much time making if you are unsatisfied. It seems like they know this and that is why all their efforts are put into gaining new customers with promo codes, but lacking in customer service once they recieve payment. My advice, do NOT use mypublisher on anything important that you need quality results.
Now If you are looking for an unreliable company, talk with employees who make promises they are not willing to keep and are not willing to help you or go the extra mile for the customer satisfaction My Publisher is the right company. I had to escalate my problem to the supervisor after wasting my time talking with an employee named Yvonne who is supposed to be very knowledgeable and experienced.
She made promises she couldn't keep and after talking to another supervisor named Margaret she also was not willing to help. She asked her supervisor named Danilo who is supposed to be her boss and he said that they don’t make exception. All I needed was a Saturday delivery, I was promised Saturday delivery by Yvonne.
I called UPS and gave them my tracking number and was willing to pay the extra charge. UPS couldn’t make the change, the request had to come from the sender. I offered to pay extra when talking to Margaret and again she said no. We don’t make exceptions. We don’t call UPS. She probably thinks that she is too important to talk with a delivery company.
All it would take was a quick phone call to UPS to make sure that the book would be delivered on the scheduled that it was promised, Saturday. The book was meant to be given on a very special occasion to a very special client and now not only it won’t be delivered on schedule but it will be delivered on Monday, when it would be too late.
Nobody will even be at that location. I trusted My Publisher, I trusted Yvonne when I shouldn’t.
I just wished I had not used My Publisher for my order, you were unreliable, unfriendly and operates on a computerized manner.
A customer service who is not willing to think outside the box in order to help a customer has definitely chosen a wrong job.
Murilo doesn’t understand the meaning of customer service. Actually the mistake comes from his boss who is not keeping an eye on him to make sure that he is trying to help a customer. To do his job.
When I started making books, My publisher was the only company in the market, only good one. No wonder so many new competitors are out on the market now; with time they were not able to keep up their place on business.
They don't deserve to be number 1 anymore and I only used them again due to good memories from old times when I was treated with respect and attention. My husband was against me using My Publisher but I insisted. I remembered when I was not just one more client.
I am so disappointed and I so wished I had listened to my husband and had not trusted your company for such a special occasion.
From a very, very unsatisfied and frustrated customer
Leila
ORDER#M8479507
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Mypublisher.com Review
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3 years ago
review by Molazoey