14 years ago - Dear Mr. Klancnik, first of all we would like to apologize for this inconvenience and that you are not satisfied with your folders. We discussed your case, your folders, with our print experts and it seems that the white strips are simple stripes from the fold. That is why we asked you to use your credit to maybe design your folders in another color. If you do not agree, we are willing to refund you the product costs (as our policy states, product costs) The only difficult thing is that our system won’t allow us because your order was paid with the first given credit. The only thing to make that happen is to cancel your account after the refund is done as we cannot delete your credit anymore in your account, because it is partly used. So, if you allow me to cancel your account afterwards, I’ll be more than happy to refund you the product costs from your first order. Afterwards you are more than welcome to open a new account again, so that you might give us a chance to keep you as a customer and maybe order with us in the future. Again, sorry for this trouble and I am waiting for your answer. Sincerely, * Supervisor Design, Sales and Services Netherlands Vistaprint Deutschland GmbH Salzufer 6 D-10587 Berlin, Germany --------------------------------------------------------------------------------------------------------------- * Regrettably we have to inform you about an unpleasant occurrence within your organization. We are a small enterprise in The Netherlands, battling our way true the current economic crisis. It is therefore we use Vistaprint, famous for its discount pricing. Unfortunately sometimes things do not go the way they are supposed to. In this situation, brochures where printed and not been found satisfactory due to a mistake made by Vistaprint’s Dutch branch. This was acknowledged and later we were informed that a better job could not be done. Although we have insisted numerous times to send back the goods, a “no need” was the reply. Only a scan of one of the brochures was requested. Upon this scan, Vistaprint found our findings justifiable and truthfully. A reimbursement was suggested and accepted. However, despite your famous “Satisfaction Guarantee Refund to the Full Extend”, we were confronted with a credit worth our spending. After numerous mails, phone calls and excuses, we are tired of this and decided to write you this mail. We have found numerous complaints regarding the same occurrence with a wide range of public organs like “Consumentenbond”, “Consuwijzer”, and “klacht.nl” etc. Why does Vistaprint not stick to their policy and just reimburse customers after being informed that they are not satisfied. This is just a small amount of customers on a large amount of satisfied customers, like we were before. It would be so much better to satisfy also these few customers instead of having negative public complaints. I hope you will be so kind to react to our grieves. Best regards,