Bad Comms and Service

Review for Photo2Print

My experience with Photo2Print has unfortunately been very disappointing, and I feel it’s important to share the full story so other customers know what to expect.

I initially ordered a softcover book and realised afterwards that the mistake on the first book was completely my fault. I acknowledged that openly, and Photo2Print assisted me in moving to a hardcover version. For that, I was grateful.

However, the issues started with the second order, the hardcover. I was specifically told to update the front page only, and to leave the inside pages as is. At no point was I told that the entire hardcover, including the back cover, needed to be redesigned. If that had been communicated, I would have done it without hesitation.

When the book arrived, it had no back cover, which is obviously a major problem for a gift that carries a lot of personal meaning. When I queried this, I was told the error was entirely mine, even though I had followed the exact instructions I was given. There was no acknowledgement of any possible communication gap.

What made the situation worse is that there appears to be no quality check between the first and second versions. A missing back cover is the kind of issue that should have stood out immediately. A simple call to confirm the files or query the unusual layout would have avoided all of this. Instead, the attitude in the response felt defensive rather than helpful.

In the end, despite the circumstances, I was told that Photo2Print will not take any responsibility and that I will be charged again to fix the book. No willingness to meet halfway, no recognition of how the instructions contributed to the problem, just a flat refusal to consider anything other than the customer being at fault.

I fully accept responsibility for the first mistake. But the second issue happened because of unclear communication and a lack of basic quality checking on their side. The unwillingness to even acknowledge that possibility leaves me with very little confidence in their service.

Overall, it’s been a frustrating experience, and I’ll be very hesitant to use Photo2Print again or to recommend them to others.