Recommend
Good
Very easy to use
O
I have ordered photo albums from this company twice now, and both times the original album never arrived. My address was entered correctly, yet somehow the package was “lost” both times. After contacting support, they offered a reprint, and the reprinted albums eventually arrived.
The problem is that this exact situation happened again with another album order. My original package disappeared, support told me it was likely lost, and again they offered a reprint. The reprint arrived, but the original album never did.
What worries me most is that they cannot guarantee that my personal photos were destroyed or returned to them after the package was lost. That means my private family pictures could potentially end up in someone else’s hands. This is a huge privacy concern and completely unacceptable for a photo printing service.
Another issue is that when placing the original album order, there is no tracking option available. But strangely, when they send a reprint, tracking suddenly becomes available. So clearly tracking is possible — they just don’t provide it for the initial order.
Customer support could not explain:
* why the albums keep getting lost,
* why they never arrive on time,
* or what exactly happens to the missing packages.
I understand that shipping problems can happen once, but twice in a row with personal photo albums is unacceptable. I no longer feel comfortable trusting this service with private photographs.
Response from developer
We're so sorry to hear about your recent experience and appreciate your review. These issues are unusual - especially in multiple instances. We understand the importance of each and every order sent out, and understand the importance of our users privacy, especially these days. Ultimately, we do rely on couriers to deliver each order - once the prints have been sent to you, we're somewhat limited as we are not the final carriers. That said, we're always happy to check into these problems as well as help assist where we can. We do note tracking is variable and depends on the order and services selected - it is possible that the replacement was expedited for you, free of charge, due to this issue. We're happy to check, although we do understand you've been in touch with our team. Please email us at socialcare@planetart.com and we'll gladly assist the best we can. Thank you.
Nice books
Response from developer
Thanks so much for the kind review! We’re glad you liked your photobooks. Our app is mobile-focused for now, but we’ve shared your request for a laptop option. In the meantime, a tablet or larger-screen phone can help. Please share further comments or questions at pbsupport-ca@freeprintsapp.com. Appreciate your support!
