Any Imagekind users aboard?

kenglade

I was trying yesterday to order frames and mats for eight images through my Smugmug site, but I ran into a problem with the mat section on Imagekind. I was unable to select different mats; only the porcelain mat would open.

I sent Imagekind an email about the problem this morning, but I get an automated response saying they will get back to me in two business days.

That isn't going to help. I need the images framed and matted by July 1 for a display that came up at the last minute.

Can anyone tell me, please, the normal turnaround time on orders? If Imagekind can't do it I'll have to go somewhere else.

Suggestions for alternatives?

Thanks.

Baldy

I've bought from them maybe 10 times but have never had to try their tech support. It seems to me my orders have taken maybe 3 days of processing before they ship. I suppose that could vary depending on the size and materials you choose, but not being from Imagekind I don't know for sure.

I've never had problems selecting mats, so I'm sorry not to have an answer about that.

I have always received great workmanship and packaging from them, however.

kenglade

Baldy wrote: »

I've bought from them maybe 10 times but have never had to try their tech support. It seems to me my orders have taken maybe 3 days of processing before they ship. I suppose that could vary depending on the size and materials you choose, but not being from Imagekind I don't know for sure.

I've never had problems selecting mats, so I'm sorry not to have an answer about that.

I have always received great workmanship and packaging from them, however.

Thanks, Baldy. Since I still have not had a response to an email I sent early Monday, I gave up. I figured with the shipping my order with ImageKind would have been around $500.

Instead i took my images to Hobby Lobby, bought my mats and frames (which were half off) and the people there even put them in the frames for me. Total cost: $65. The frames aren't as nice as I probably would have gotten from ImageKind but for that kind of price difference I can put up with what I got. I figure if somebody wants to buy them they're probably going to re-frame them anyway.

That's twice, though, in the last week that I've tried to access differen tech support places and in both instances I got the automated reply saying I could expect to wait two days for a reply.

I guess that's the new standard in customer service.

nathanjelovich

Hi Ken,

I work at Imagekind and am sorry to hear that your experience was not up to our normal standards. At Imagekind, we try to get to every email in a timely manner and strive to provide excellent customer service.

We have the automated response setup so that when someone emails us, they can be assured we have received the email, are processing the request and in what time-frame they can expect to hear back from us. We like to encourage all customers who email that if the time-frame noted in the email will not meet their needs, to please give us a call (http://www.imagekind.com/about/Contact.aspx) so we may better serve you. We have representatives available during normal business hours to handle any and all customer service requests.

In regard to the mat issue, I am not entirely sure what is going on. I noticed that you also posted on the Imagekind forum as well. It would be most helpful for us if we had a bit more information including some technical info such as browser and operating system. We don't like to hear things are not working correctly for some users and try to get them taken care of asap.

Again, I am sorry that we were not able to meet your expectations and invite any other feedback or concern you might have. You can feel free to email me directly at nathan@imagekind.com.

All the best,


Nate Jelovich

kenglade

nathanjelovich wrote: »

Hi Ken,

I work at Imagekind and am sorry to hear that your experience was not up to our normal standards. At Imagekind, we try to get to every email in a timely manner and strive to provide excellent customer service.

We have the automated response setup so that when someone emails us, they can be assured we have received the email, are processing the request and in what time-frame they can expect to hear back from us. We like to encourage all customers who email that if the time-frame noted in the email will not meet their needs, to please give us a call (http://www.imagekind.com/about/Contact.aspx) so we may better serve you. We have representatives available during normal business hours to handle any and all customer service requests.

In regard to the mat issue, I am not entirely sure what is going on. I noticed that you also posted on the Imagekind forum as well. It would be most helpful for us if we had a bit more information including some technical info such as browser and operating system. We don't like to hear things are not working correctly for some users and try to get them taken care of asap.

Again, I am sorry that we were not able to meet your expectations and invite any other feedback or concern you might have. You can feel free to email me directly at nathan@imagekind.com.

All the best,


Nate Jelovich

Nate

Thanks for the response. I'll contact you overhead.

Ken