Anyone Use Pictobooks?

I bought their sample deal at WPPI this year and was REALLY excited about their albums. Of all of the album companies we looked at during WPPI they definitely stood out as my favorite.

Only problem, I tried contacting them two weeks ago about a problem I was having with their ordering system. No reply. Tried again two days later, no reply. Found a different email, tried that last Friday, no reply. Posted a comment on their Facebook wall mentioning the issue, no reply. Sent another email that day, no reply. Just sent another one right now and wouldn't be surprised if I got yet another no reply.

Has anyone who used this company experienced this? To be honest, I really don't want to work with them if this is the norm. If this were a client albums I'd have a pretty pissed off client on my hands wondering why the ordering process is going two weeks over schedule and I really don't want to have that happen. In my last email I inquired about getting a refund from the WPPI purchase because it's just getting ridiculous. I can tolerate 3 business days, but 10 business days? No. Not acceptable at all.

I think you raised enough of red flags already. I would stay away.

Not related to this company, but....

I bought our boys a 2pack of those little indoor-only remote control helicopters for Christmas. One of the controllers did not work. I went to the company websit and it had a message that the site was temporarily down for a redesign and to come back the following week. In the mean time I found a customer support email address and gave them the details and my address. A few weeks go by and no reply and the site was still down.

About a mont after the message was sent I got a reply asking if I had been helped. I replied no, but not to bother. In that time childzilla had destroyed the helicopter. A week later a new updated model arrived free of charge.

My point is that maybe, just maybe something like tech problems are causing a delay. Although with the redundant contact methods (email and Facebook) maybe something more is going on.

John

Have you tried calling them? Call once or twice a day to see if you can get in touch with them.

Call them and ask for Chen. Hrs the boss,, picto is great andy clients love the albums. If you need the number send me a pm and I will it for you in the morning

umphotography wrote in post #14481255
Call them and ask for Chen. Hrs the boss,, picto is great andy clients love the albums. If you need the number send me a pm and I will it for you in the morning

He actually called me! About 20 minutes after posting this. I was in the middle of a client meeting and couldn't answer but they did call and email. I'm glad I got a reply. I'm going to go through and get the sample albums, I do love them a lot. And this seem to be an isolated incident as a Google search about Picto revealed they are very well liked and customer service seems to be impeccable.

PeaceFire wrote in post #14481875
He actually called me! About 20 minutes after posting this. I was in the middle of a client meeting and couldn't answer but they did call and email. I'm glad I got a reply. I'm going to go through and get the sample albums, I do love them a lot. And this seem to be an isolated incident as a Google search about Picto revealed they are very well liked and customer service seems to be impeccable.

I have been using picto for 2 yrs. There is no better 10x10 on the market. My clients love them. I have had zero incidents. Chens the dude with the food. He is extremely knowledgeable and has helped me a ton. He is top notch when it comes to design and lay out.

I've been using Picto for the last four years. I also always deal with Chan (must be the same person referred to above, as Chen?), and he's great. Their products are great and their design service is quite reasonable (and professional) if you prefer to go that route. I won't mention their prices because that would be unprofessional, but they're very competitive. My clients love the 10x10 Bijou albums, now available in leather or faux leather.

I fell in love with the Bijou Canvas covered albums. I tend to get a lot of earthy outdoor weddings and they just seem like a great companion to that sort of wedding. They just stood out to me as unique, beautiful, and the quality seemed great. We were being very hypercritical of albums at WPPI this year, especially seeing how they held up with so many people touching them and opening them and Picto's seems to hold up very well. So, again, I'm happy to hear their customer service is usually top notch.

Now to find a client who's willing to pay for the gold plated, jewel encrusted album...