sadly, not returning
As a charity, we have used Soapbox a couple of times for our biannual booklet and have always had an excellent service. Good communication, quick turnaround and good final product.
My last experience was very poor, Soapbox are very clear about their instructions prior to going to print and if the customer has made an error it is not their responsibility which I agree with completely.
Sadly not the case when Soapbox make a mistake, our booklet was sent out to over 850 people with four pages missed out, the proof had been agreed and Soapbox made the error. We were advised "it was just human error".
Obviously there were reasons the error was not spotted prior to be being sent out but the mistake on their part had already been made and that was the point.
The compensation they offered was a free booklet on the next visit (I advised that we were not sure there would be a next visit due to the severity of the error) or a re-run of the booklet, sadly having paid Soapbox the full amount and spending over £1K on postage this would not be an option to spend a further £1K on postage.
I spoke a few times to try and get a solution that I believed to be satisfactory - a 50% refund and 50% reduction next time to encourage us to go back, which basically amounted to the same cost to Soapbox as the re-run but there was no interest in any other solution - only the offer to re-print the original booklet.
Rubbish after sales service when the fault was clearly on the part of the company, needless to say we will not be returning.