I've read all your Posts and have to say it is ALL true, both the good and the bad. I have been a customer for two years and have been both pleased and livid with these people. They are horrible with communication and will not take responsibility for any mistake they make and will charge you for yours, period. There are no refunds, just House Credit, even if it is their mistake. My latest beef is with the branded website annual renewal fee. I received two emails reminding me that the annual renewal is due and neither one mentioned that they were DOUBLING the annual fee. That is just bad business and highly irregular. I have tried many trade printers and unfortunately they all seem to suck in various ways, but these guys are infuriating.

Customer Service: F-

-Downtown Broker

We've been using their service for more then an year, and we did not have problems with them until recently, but it seems like they have grown and could not handle the load anymore. And the same is true for their customer service.
I have placed the order for business card, and I paid extra choosing the option to have them processed the next day. I also ordered the 2 days shipping as I needed to have them in 5 business days.
I assume that the giving one extra day will be enough. However, when I checked the order status in 3 days I saw, that my order is still not shipped. I called to zoo printing, and spoken with the customer service representative, who assured me, that the order had been shipped the previous day, and that it is just the web site has not been updated.
Of cause he had lied. The order has been shipped in the evening of the day, when I had called.
And as a result, we did not get them on time. Even more, we did not get them at all as the UPS left them somewhere on the porch two days latter then we had expected them, and taking in the account, that we had to leave for a few days we did not get them at all.
When I called to Zoo Printing next week about this case, I didn't get even apology, not talking about some credit or compensation. All I get was
"This is new service for us, and we do not guarantee the time, and that you didn't get them this is your problem"
I could not say, that the customer service representative was rude, he wasn't but he was like a machine repeating the same thing - "we do not guarantee anything"
Of cause they didn't put me through to a manager, recommending to write a ticket, which was impossible in those few days i had been communicating with them - if you try to write the ticket you just been redirected to the login screen.
When I mentioned this to a representative I've been spoken with he answered, that he doesn't know anything about the problem and everybody just sending the requests successfully.
I didn't find out from him, who are those "everybody"

I switched to ZooPrinting in hope of getting a better service than their direct competitor.

I requested a custom quote, placed an order, didn't ask for a proof, because I didn't have time for it (needed an order to be shipped on Thursday, 25 the latest, because the customer's event was on Friday!!!). File WAS print-ready. They sent me a proof anyway, which delayed the order by 1 day. I call to ask why they sent a proof, didn't get a clear answer, but promised that the order wouldn't be delayed and will ship on Wednesday, or Thursday is the latest. I needed tear cards with perforation and numbering. Everything got printed and perforated in two days (Friday, 19, according to order status page). I called on Wednesday, 24, to make sure it gets shipped. Get an answer that it's being numbered right now, so it won't ship Wednesday, but definitely will ship on Thursday, 25. Guess what? Today is Friday and I see that it still not shipped! I call, get 37 minute hold BEFORE anyone answers the phone - nice customer service! Get an answer "Let me check on it", another 5 minute hold, and then "Let me call you back". I agree (stupidly). Now an hour later I'm calling back and nobody answered yet (15 min.). What am I suppose to tell my client??? They have a yearly event and those are the raffle tickets for a car. Now they can't give away a car because somebody doesn't meet the deadline?

I talked to 3 people: Mark, Miike, Gabriel - apparently, they just talk, but don't deliver. No matter how important the jobs are, no matter how my clients beg me to take an order, I will never place an order if there are less than 10 bus. days to complete the job.

Hello, Everyone! Just letting you know that people who are putting their complaints against Zoo Printing are not all LEGITIMATE. I am very happy with ZOO Printing! Why don't you give them a try and you will see what I mean.

ZOO PRINTING OFFERS EXCELLENT SERVICE!
ZOO PRINTING DOES GREAT WORK!

Really! Try them!

I cannot understate what a horrible experience dealing with Zoo Printing can be. I am motivated to write this out of my love for humanity and to help others avoid pain. I have used Zoo for a while in 2007 and again in 2008 after they promised that they overhauled their customer service problems (they got worse).

I assume that you're in the need of printing and that you expect that this printing will be of reasonable quality and you have a deadline of some kind. You may even be a poor unfortunate soul who has a client you're trying to service or worse: you have a client with a scheduled event.

To be fair, Zoo printing is a discount printer who can typically underbid most print jobs compared to other higher quality printers. However, this does not make up for the gut wrenching hair pulling and sleepless nights you're sure to encounter.

In short, they seemed understaffed, and what staff they have are liars and slackers. Their ability to promise and break their promises without remorse, apology or acknowledgment is UNCANNY.

At some point (it may take a few jobs) your print job will derail. It may be endlessly stuck in some stage of production and without your intervention, your job may very well die and rot in some black hole. Or what is delivered may be wrong or uncompleted (unfolded, folded the wrong way, etc.).

If you have a deadline to honor, you'd best leave the country because not only will Zoo ignore (again without remorse/apology) their own stated lead times but you will take up religion so that some imaginary deity will hopefully bend space/time to delay your event for the 2 extra weeks it takes to finally get a product that you can use.

*IF* you can talk to a human at Zoo Printing, he will constantly tell you that he will look in to a problem with your job or call you back or send you an email. You will not be called back.

This will continue indefinitely until the pain you can somehow inflict on the phone (speaking to managers, maybe) is somehow greater than the pain it must be for them to actually work. If you then get a call back, you will have to start the process over again for the next call-back, and so on.

This may sound like an exaggeration, but sadly, it isn't. I don't know how they stay in business: I suppose there's a sucker born every minute. Ironically, "Zoo Printing" is the most appropriate name they could have chosen.

If you're looking for this type of printing at comparable prices, I recommend 4Over instead. 4Over is an actual printing business. I've had some trouble with the 4Over direct-mailing department, but otherwise, they're everything Zoo Printing is not.