Complaint Review: Singaprinting - Other

This company is a scam! Sent my specs for my print in every single email but after full payment is done via Paypal, they require a top-up of $200. Firmly said "No" and company is supposed to refund, which I have also made a dispute on Paypal for Buyer's protection. Called several times within the 2.5 weeks and I was not given any answer. The person who followed up of different names, Jen and Chen, are of the same person when I spoke to them on the phone (the voice is definitely the same!). Singaprint insisted that I have to cancel my dispute first, before they can refund, which Paypal has advised not to as once the dispute is cancelled, buyer will not be protected by the Buyer's protection. Officer from Paypal then escalated the case and I got my money back via Paypal.

They replied 

Hello Ice,

Thanks for the time you had spent with us.

We're saddened that you call our company a scam, after all those back and forth proofs sent to you and with all the amendments made. It was just too unfortunate that when we had finally laid out the complete details on the final proof, it turned out that you needed a folded card, which was totally different from the first quote presented. Please know that folder cards with serial numbers will undergo different process from our regular postcards, therefore an additional payment had been issued. This was where misunderstanding took place. Please be informed that we had tried refunding but to no avail, as the fund has been held. However, we could send proofs that our company did and issued refund successfully. See images below for proof of refund made by our company. Just to clear up our records.

See this link for the screenshot for proof of refund made by our company. Just to clear up our records.

Sincerely,

Singaprinting

I removed the link because it has my real name. I attached their so-called proof here with my name deleted.

I replied below and they have not heard from them again.

Thanks for replying.

ONE 'it turned out that you needed a folded card' It turned out? I gave all the specifications and requirements right from the first email, and resent them again in every single email response. Your staff Jen also clearly stated folded, so you are fully aware of my requests yet you either chose to ignore them, or intentionally gave a cheaper quote to bait me into proceeding with the order, then raise the price by "suddenly realising" the special requirements which were all clearly conveyed from the very first email.

TWO 'we had tried refunding but to no avail, as the fund has been held' Hello? Please do not insult my intelligence. I may be a consumer but I know how Paypal works on the seller's side, thank you very much. A seller can initiate a full or partial refund AT ANY TIME they want with no restrictions at all whether or not 'funds has been held', and I confirmed this with Paypal. The question is whether or not you are willing to refund.

THREE 'See images below for proof of refund made by our company.' Do you need me to educate you again on how Paypal works? When there is a dispute, Paypal will contact the seller to hear their story. The buyer wins by default if the seller does not respond to Paypal. In other words you did not initiate the refund, but rather, Paypal FORCED the money out of your tightly clenched fist to pay me back because I sought their help, after which they questioned you and you conveniently ignored them.

So please realise that THIS SCREENSHOT IS NOT A VALID PROOF. It merely shows a transaction history of Paypal forcing you to spit money out.

FOUR Look at the dates on your screenshot. I paid on 9 April and the refund date is May 4. Now count the number of days in between and I challenge you to claim again that you made efforts to refund me.

FIVE 'Just to clear up our records.' This does not clear your name in the slightest. I admit that scam is a harsh word but it remains a solid fact that you were incompetent at the time of accepting my order and payment, that you ignored my repeated calls and 5 emails over a span of 3 weeks, that you made no genuine attempts to refund me.

Look here, I paid on 9 April. If you had refunded me within the promised 2 - 3 working days, would I be spending time to blow up a trivial matter?

It's too late to apologise now. Then again instead of apologising, all you ever did is attempt to defend yourself with 'Please know that', 'Please be informed that'. Did it even cross your mind to extend a sincere apology and admit your mistakes? For the record too, I am not even a difficult customer or complain queen.

Lastly I would appreciate it if you could blank out my full name and email address in the screenshot. Are you trying to shame me or what? Shame me for your own mistakes? The word atrocious doesn't even begin to describe your business ethics and customer service.