RWC Digital Graphics

This business has the worst customer service I have ever experienced. I am a small business person, artist, and graduate student living in Los Angeles (though the owner of this business seems to think it’s impossible to be all three of these things at once), and I ordered a small run of lenticular buttons from this company based on a recommendation from the company that originally produced them that’s no longer in the lenticular printing business — which is unfortunate, because they were great to work with.
Back to RWC. The website says they have no minimum orders, so I re-​ordered a very small batch of 50 buttons (they had inherited all the original design files from the previous business that recommended them to me, so they already had the artwork). When they arrived, they had clearly been cut by someone with no interest in detail — variations in size, artwork haphazardly «centered» in different places on the pin, etc. I wrote immediately (and also called and left a voicemail), explained the problem and asked for a re-​do of 37 of the buttons — specifying the exact dimensions I needed for each button — since only 13 of the buttons were usable. I also asked that they be done ASAP, since I needed them for an art show (where they’d be sold at cost) that was opening in just over a week. I heard nothing back from them via email or phone and, over the next week, had to call at least three times before reaching someone who would respond to my request. Eventually, I reached Phil, who said he was planning to re-​do them that week — fantastic, I thought! This was a Tuesday. By the following Monday, I had not heard any updates, so I called again to find out the status of the orders. Phil told me he was cutting them to ship that day. Mind you, this was the day the art installation was going up, so I told him I absolutely needed them by Wednesday. He said he could overnight them. I agreed that would be necessary.
Got the buttons Wednesday, and they looked better, but were still too big in every direction — bleed not cut off? Or they didn’t double-​check the exact size I needed from the email? So there I sat at my kitchen table, cutting the short sides with a scissors [not a method I would recommend!] because I needed them even though they were wrong. I wrote to thank them for trying to fix the problem but to let them know the product delivered was still wrong, that I was having to finish the job myself (and not as well as they could have done in the first place, for me, as I was paying them to do). I let them know I thought a discount on the cost of the order would be fair since the pins were both late and wrong, at this point. You can guess where this story is going… I heard nothing back from them. And the next week, I looked at my credit card statement and they had charged me the $ 55 to overnight the make-​up pins, the second wrong batch. Is this industry standard, to charge a customer when you have pushed order fulfillment so far past the original deadline that you have to overnight them to get them there at the last possible moment? I’ve never had this happen to me, not with any business I’ve worked with on any project, ever.
I called immediately. My inquiries regarding the price discount and shipping charges were met with withering disdain — quotable quotes from Ron include: «Your order was so small that most people would have laughed it off» (no minimum orders, excuse me?), «I didn’t even want to re-​do your order the first time» (thank goodness at least one of their employees TRIES to get things right for customers), «Why are you ordering lenticular pins if you can’t afford the shipping charge?» (an illogical red herring/​diversion, beside the point entirely — the point is that I’ve now paid them EXTRA to produce a product they’ve messed up twice), «First you said you were a student — now you say you’re a small business person! You’ve misrepresented yourself and now I’m fumed because I gave you a discount!» (Can you not be both, Ron? Have you ever heard of a student who works their way through grad school? Also, beside the point?! You gave me the price for the pins before I ever mentioned being a student, and I never asked for a discount, and you didn’t give me one!). He was insulting, rude, infuriating. I screamed at him in self-​defense, to no avail. I am sure that, had I been able to keep my cool and not take the bait, he’d have doled out the same kind of «customer service,» regardless. He was prepared to write me off. Well, that works both ways.
I suggest not using this business if you are a small business person, or if you have a small order, or if you need your order done right, or on time. Or if you like to hear back from a business if something goes wrong with your order. Or you prefer being treated with respect. The one thing I will say is this experience made me truly appreciate every nice thing that anyone did for me for the rest of the day/​week.