TouchNote: Personalized Cards

I joined this service five years ago. When I first joined, it was a very good product with excellent customer service. In the five years since, the product has not improved but gotten worse, and much more expensive. Cards take up to two weeks or more to show up to the recipient. Since that takes so long, it’s hard to gauge if the card is lost or just taking forever. When you report it lost (via email, because there’s no phone customer support), it takes another couple of weeks for a replacement to arrive. That means you either have to order a card a month or more in advance, and it will arrive weeks early, or risk it being over a month late. As for the customer support, in times where *immediate* customer support is needed, you will not receive that. You will receive an automated response that lets you know your problem will be addressed in THEIR timeframe of up to two days. So if you have a yearly subscription (that went up $30 in one year, even after you downgraded your tier) and it overdraws your bank account, you will have to wait. I do not want to deal with a company where they’re downgrading their product while charging more and not providing customer service. Obviously I found the product good, and at $50 a year it was. At $80 it was harder to justify, even at the lower tier. $110 a year (when extra “packs” have gone up in price extremely too) is insulting.

Downloaded this app after having issues receiving orders with the ink app. I figured there was no way another company could lose 3 orders. Anyways, I downloaded TouchNote and made my card. I triple checked all details, including what I wrote on the inside. I received an email saying my card was processed the exact way I ordered. Imagine my surprise when I logged in to see my card was sent as my design with a generic “hope you like your card” line. I contacted customer support who only returned one of my many emails saying they couldn’t tell me what I ordered but they were sending me a credit to reorder my card. They blamed this error on too many cards being ordered at the time I placed mine. Anyways, I went to reorder and saw that now I had no options to edit the card to be what I ordered the first time because those are premium features - I guess they gave me free features for my first card. I’m super annoyed that in order to make the same card I ordered the first time, I had to activate premium features. At this point I’m already heavily invested in this card I’m realizing I should have just bought at the store, so I got the features. I placed my order, and will update if that order actually shows up. Buyer beware though- you don’t know what you’re getting or if you’ll even get it. You may even have to reorder it if too many others ordered 😊 save your time money and sanity - grab something at the grocery store or hit a local print shop.

I first heard about this app through a commercial while I was watching TV. I quickly downloaded after reading reviews and I thought this would be a cute way to send my family nice cards that live very far away from me. I created and ordered 2 postcards. The app itself is easy to navigate. The layout and designs offered are really cute. When I placed an order, I got an email later on confirming that my postcard was mailed. However as I was looking at the image of my order I noticed that the message I wrote was missing. I panicked and looked at the order on my phone which had the message I wrote. I emailed customer service to confirm if my message was missing on my postcard and they wrote back that it was missing but TouchNote fixed the error and mailed out another card. It was really disappointing that I had to tell the person I was surprising the postcard with that they were getting two cards. One without my message and one with my message. I’m happy about the customer service though, they quickly resolved it for free and apologized. I might order another in the future... but warning anyone buying... please check your confirmation emails and make sure your message for that person is there.