FreePrints Photobooks

I recently purchased an 87 page photo book. When I was adding photos the app did not indicate that any of the photos were low quality or resolution, so I submitted my order. When I received the book however, one of the photos was pixelated. When I contacted customer service about this issue, they first told me they could not do anything but refund me for that specific page. When I told them I wanted the book redone without the pixelated page, they told me I would have to resubmit an edited order and pay the full price again. I then asked if I could speak to a supervisor and after waiting for a few minutes was told that no supervisors were available, but they could refund me for the full book if I returned it to them. I am wondering how no supervisor was involved in that decision since none were available and why that wasn’t offered from the beginning instead of after several back and forth messages. I then asked for the contact info for a supervisor so I could talk to them directly and was provided a customer service email that would have just started the whole conversation over with a different person. I like FreePrints. I’ve ordered photos and books from them before and they always do such a great job. I’m surprised that they are not standing behind their app on this one given that the app provides no warning of low quality images. I’m disappointed, but I hope that FreePrints both makes the necessary improvements to their app and takes some time to consider the customer experience when there are issues with the product they provide.

Book was easy enough to complete but I’m still waiting on my book to arrive that I ordered on Dec 17. On Dec 20 I asked for tracking info bc I was told by email it has shipped. Two days later received email that there is no tracking info but was on track to receive by the 26th. My question back, how do you know this? If you have tracking to see that send me tracking info. Two days later another email telling me the same thing. I emailed again on the 27th since it did not arrive on the 26th as expected. Two days later email response that all shipping is delayed and to be patient that it should arrive by Jan 4th. That’s quite a delay from the 26th, still no tracking. Emailed them again expressing my concerns about this whole process. Two days later received another response stating the same generic shipping delays and thanking me in advance For my patience as I should receive my package now by Jan 5th and if not to reach out again for resolution. Just sent another email this morning stating that this the reason they should only ship with tracking so customers can self serve and check their Package themselves or at least provide a customer service number to avoid a two delays for every email sent! Regardless if the book itself was free I paid for shipping to get here by a certain date. The savings on the book itself is not worth they delayed no tracking available shipping method, so I will not reorder anything from this company.

I just ordered my second book as a Christmas gift for my mom. The first was a 6X8 hardcover of my family’s summer. I filled it beginning to end with our entire summer, dedicating a couple of pages to each big event/vacation. It’s 20 pages long with about 85 pics in total. Some pages have 2 or 3 pictures where other have the max 6. The pictures are beautifully printed and very clear. I have always loved scrapbooking and this is a way to lay in bed and do it all off my phone at night. Or have family send me pictures I don’t have and can easily add them to the book. The second book has not arrived yet but for a total of $17 I upgraded to an 8.5X11.5 and that’s including shipping. As I said, It is a Christmas gift for my mom filled with pictures from the last 40 years. My brother was able to scan childhood pictures and we collected from all of our phone and computers pics from every vacation/holiday we’ve had together. I was able to add captions and poems to this book. It turned out beautiful! Well worth the price and time. I spent about a month putting this hook together but can not wait for her to open it! It’s suppose to arrive Dec 4 and there’s no way I will be able to have her wait the extra 21 days.