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9 comments

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    John Bowers

    Can you please bring back lobby pickup. I live 2 miles from you and have used your services often but refuse to pay to ship 2 miles. Covid is no longer a valid excuse.

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    ateliergiguere

    I'm with the guy above. Could you do pick-ups by putting a table outside the door, we could call the receptionist when we arrive, they could put it outside, and go back in and we could retrieve from the table? or some similar way to do safe, remote, on site pick ups? Most places have figured out how to do this in 2 years.

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    Bob Burkhard

    I agree with the two comments above. I live right around the corner from the lab and i now have to pay the post office for terrible service. There is no valid reason now to not have lab pickup. It slows my delivery and wastes money and material. Please restore pick-up at the lab.

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    Bob Burkhard

    Crickets...Does anyone read these comments or even care what your customers are thinking? Comment #1 from John Bowers is such a valid statement. Even more so today than it was four months ago. Wake up and listen to your customers. On small orders, it costs me more to have the order shipped than the order costs. Waste of material and the USPS is awful.

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    Andrea Michinski

    Good evening Bob, John, and ateliergiguere

    Thank you for your feedback, as it is essential to us. I sincerely apologize for the lack of response. I am investigating why our responses did not post on this forum.

    Unfortunately, Covid has forced us to re-evaluate how we operate as a business. Our pickup options are not something we have been able to revisit due to manufacturing and social distancing requirements. During this time, we've also experienced an increase in materials pricing and shortages that we have had to review. On the plus side, we have expanded into an additional facility in Pennsylvania, allowing us to improve current processes and start thinking about new and improved product lines we may want to launch. I want to express my sincerest apologies for any inconvenience this has caused. I want you to feel confident that even though we have faced challenges as a company during this time, you will still get a quality experience ordering through us. We're always open to feedback and love hearing from our customers. 

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    Bob Burkhard

    Another month goes by and you still haven't figured out how to offer pickup at the lab for your local customers? Every other retail business is offering pickup service, and doing it safely.

     

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    Andrea Michinski

    Good morning Bob, 
    Thank you for reaching out again. I hope you saw my post above, providing our reasons for suspending the pickup order option. I want to reiterate that we are not ignoring your desire for pickup. We have made a business decision that does not include local pickups. The health and safety of our employees will always remain one of our top priorities. However, the primary reason for abandoning the pickup option is that we manufacture many print products at our facility in Pennsylvania. Transfering products between facilities would increase production time and add to product costs, which would not be in the best interest of our customers. We appreciate the loyalty of all our customers and thank them for standing by us as we continue to grow. 

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    Bob Burkhard

    Andrea,

    This makes no sense. You were able to offer pickup before the pandemic, but now transferring product between facilities would add to production time and cost. The delivery time by the post office adds tremendous time and cost to the customer. This is so unfortunate. I used to use your lab all the time and recommended it to friends. Now I can't do that. Just curious, does upper management know that your customers are unhappy with this new lack of service? 

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    Andrea Michinski

    Hi Bob, 

    I can completely understand your concerns with shipping times and costs. Our business expansion into Pennslyvania happened during the pandemic to help with social distancing, to expand our product line, and help improve our quality standards. As we finalized our decision to end the pickup option, we emailed all of our pickup customers to explain. We did receive a few concerns; however, most customers were very understanding and excited about our business expansion. As a member of the upper management team, I will continue to discuss your concerns and evaluate what we can do for local Maryland and Pennsylvania customers in the future. For now, our decision about pickups will stand firm. I appreciate our customers' support while we navigate this business-growing pain. 

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