Tuesday, January 4, 2011

Buyer Beware - Mutts Customer Service

The old saw is: If you like something, you tell a friend. If you don't like something, you tell the world. This is a complaint about the Mutts comic strip customer service. I'll post this entry on Facebook and tweet about it. I hope it is linked on other FB pages and re-tweeted.

I ordered a print of a Mutts comic strip as a Christmas present to me. I followed the link on the Daily Mutts feed in my inbox. I clicked on "order this print," searched for the print I wanted, placed the order and received a strip from a week later. It was not the strip I wanted and think I ordered. I did not see the fine print at the bottom saying orders are non-refundable and non-exchangable.

Customer support insists I ordered a print from a week later than the one I wanted. I can't prove who's right. It doesn't matter.

I sent a note to customer service and received a cold-shoulder reply: "I have double checked your order and the print you ordered was from October 8, 2010. Kindly note, due to all Pick-a-Prints being custom printed, orders are non-refundable and non-exchangeable. I apologize for this inconvenience."

Note that the link goes out to the print Mutts customer service says I ordered. Easy way to prove you are right. Would have been no problem if customer service had sent a copy of my order... So, Mutts customer service could have sent me to the print shipped -- or I could have ordered the wrong print.

It is true that all prints are custom printed. They are. And there is an embossed seal on the paper. No signature by Patrick McDonnell, but I didn't expect that. And all prints are struck when ordered. It would be no problem to refund my money or let me exhange the print for the correct one.

What is the upshot of this? I will never buy anything from Patrick McDonnell again. His customer service isn't.

And what about the incorrect print? I haven't decided whether to use it as a fire starter, throw it away or toss it in the Goodwill bag. I will not keep it and I will never display anything from the comic strip again.