Failure to Deliver, Refund Withheld, and Verbal Abuse

We placed a print order with Express Print for completion by an agreed deadline in December. That deadline was missed without proper communication. Several days after the agreed date, we were informed that the order was “ready.” Because the deadline had already passed and we were out of town, we requested that the items be kept until our return in January.

When we returned in January, we were informed that the products had never been printed at all. There had been no prior communication advising us of this. This directly contradicts what we were previously told and constitutes misleading information regarding the status of a paid order.

We immediately requested a refund. We were advised that the refund would be processed within 3 to 5 business days. That timeframe passed without payment. Despite weekly follow-up emails and WhatsApp messages throughout January and into February, no refund has been processed and no valid explanation has been provided.

I then attended the store in person in an attempt to resolve the matter. I was informed that there was no one available who could assist me and no resolution was offered.

After eventually managing to contact the store owner directly, the situation escalated further. While maintaining a calm and professional tone, I was met with verbal aggression. The owner began swearing at me and stated that I should not speak to him “like I work with him every day.” He then told me to “**** off” and stated that I would get my “****ing money when he gets it.” The swearing continued beyond this point.

This matter involves failure to meet an agreed deadline, provision of misleading information regarding the order status, failure to deliver paid services, failure to process a refund within the promised timeframe, repeated ignored communication, refusal to provide assistance in person, and verbal abuse from the business owner.

This conduct is unacceptable and reflects a serious lack of professionalism and accountability. Consumers are entitled to services paid for, accurate communication, and refunds within reasonable and promised timeframes. Based on this experience, I cannot recommend Express Print.