Reviews

Review Details

• Review fromKyle C

  Date: 11/03/2024

  1 star

  Kyle C

  Date: 11/03/2024

  Will not work with them again. I'm a print broker and work with many large/small printing facilities. My primary customers/clients are small/medium businesses (Mom and Pops) and non-profits.
  The main problem: This company was already behind on orders, allowed customers like myself to place new orders, but never informed customers (like me) that they were already delayed.
  I began following up the day (a Friday) my order was expected to ship out of their facility. I was then informed they were working on it but it could take several more days to complete. By Tuesday of the following week my order still hadn't moved. I began calling again and again with each representative saying "we'll have to follow up with you regarding an ETA". When I finally spoke to a supervisor, I got the same response. I told the following representative I spoke with that I just needed someone to actually care, and try to get me an update because my order was time sensitive. Her name was Megan and she was the only helpful person I spoke to throughout this whole ordeal. I explained I wanted a refund or partial refund for the significant delay, headache and frustration which she noted and I also explained that I didn't want a credit because I doubted seriously I'd ever work with the company again. This was also noted.
  Days go by after I finally received the order which they did upgrade shipping for (though it was still later arriving to me than it should've been), I had to follow up because I received no information about the amount of my refund.
  Today, I finally hear back and they only want to offer a 15% store credit. I don't want to work with the company again, so the store credit is worthless, but offering me just 15% is about the least they could've done. I feel this ordeal deserved at least a 50% discount/refund to begin to make things right.
  This company just can't seem to deliver on the deadlines that it states on their website and don't seem to care.

  Sina Printing Inc

  Date: 18/03/2024

  Hi **** We're truly sorry to hear about your disappointing experience. We deeply value your feedback and take concerns like yours seriously. It's regrettable that we failed to meet your expectations and provide the level of service we aim for. We understand the frustration caused by delays and communication lapses, and we apologize for any inconvenience this has caused.
  We acknowledge your request for a refund or partial refund and understand your disappointment with the offered store credit. We'll take your suggestion for a more substantial discount/refund into consideration as we review our policies and procedures to prevent similar situations in the future.
  We sincerely apologize for the inconvenience and frustration this has caused you. Please know that your experience does not reflect the standards we strive to uphold, and we're committed to improving based on your feedback.
  Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.
  Warm regards,
  SinaLite Management

• Review fromJoel B

  Date: 23/02/2024

  5 stars
  Shabee was super helpful! I had an issue with my print job and used the online chat room. It was so fast and she worked really quickly to resolve my issue so my job would get printed.

• Review fromLynaya P

  Date: 15/02/2024

  5 stars
  There was a mishap with one of my orders, and though there were some complications when it came to having it corrected, Shabee was diligent in not only answering my emails quickly, but ensuring everything was taken into consideration while addressing my concerns. Thank you so much for your help!

• Review fromAlissa L

  Date: 03/01/2024

  5 stars

  Alissa L

  Date: 03/01/2024

  Sinalite was a great find! The variety and quality of the products has really helped us improve the way we serve our clients. Their customer service is also excellent. Swift and accurate responses every time!

  Sina Printing Inc

  Date: 22/01/2024

  Hi ****** 
  Thank you for your positive feedback! We look forward to continuing to serving you again soon!
  SinaLite

• Review fromMonika S

  Date: 21/12/2023

  5 stars

  Monika S

  Date: 21/12/2023

  Prices are good. I love that you can log in to track any job in production and know exactly where it is. Turn around times are excellent. Shane is a great CS rep.

  Sina Printing Inc

  Date: 22/01/2024

  Hi ****** Thank you for your positive feedback! We appreciate it! We look forward to providing you with great products and service for years to come!
  SinaLite

• Review fromdawn h

  Date: 17/12/2023

  5 stars

  dawn h

  Date: 17/12/2023

  I received a fast response to my query. Excellent customer service

  Sina Printing Inc

  Date: 21/12/2023

  Thank you for your feedback! We appreciate your business and we look forward to serving you again soon!

• Review fromVanessa S

  Date: 06/11/2023

  1 star

  Vanessa S

  Date: 06/11/2023

  Awful experience. I am truly disappointed with the service I received. I requested a custom quote for a 12-page brochure with a 13pt linen cover, using the 13pt linen stock from SinaLite's Sample Kit Package.
  When I got the order, the cover was printed on 13pt uncoated stock, and the print quality was subpar. When I reached out to customer service, they refused to reprint the brochure, insisting it was linen.
  Despite providing images and a brochure sample, they maintained it was linen. There's a clear distinction between linen and uncoated paper, which is industry standard.
  Their attempt to mislead a creative director with 25 years of experience in the industry is disheartening. I understand paper and quality, and their mistake was evident.
  I sympathize with the other businesses that may not be aware of the difference in paper stock and end up being taken advantage of by these practices.
  I acknowledge that errors can occur, and it's crucial to take responsibility and rectify the situation, rather than concealing it, as the print production department appeared to do to safeguard their interests, causing me to suffer losses.
  Be careful, I learnt the hard way, and now I have lost a valuable client.

  Sina Printing Inc

  Date: 09/11/2023

  Dear ******* We are genuinely sorry to hear about your recent experience with our service and the disappointment it has caused you. We deeply regret that the custom brochure you ordered did not meet your expectations and that you were not satisfied with the resolution provided.
  Your feedback is valuable to us, and we appreciate the opportunity to address your concerns. We take the quality of our products and the satisfaction of our customers very seriously.
  We understand that you specifically requested a 12-page brochure with a 13pt linen cover using the 13pt linen stock from our Sample Kit Package. Upon receipt of the sample provided, production did validate that it was indeed printed on 13 pt linen.
  We understand that you have suffered losses as a result of this situation, and we genuinely regret the impact it has had on your business and your client relationship. We take full responsibility for the errors in your order and will do our best to rectify the situation to your satisfaction.
  We appreciate your understanding and patience during this process, and we will work diligently to resolve this issue in a manner that is acceptable to you.
  Please accept our sincerest apologies for the inconvenience and disappointment you have experienced. We value your feedback, and we will use it as an opportunity to improve and provide better service in the future.
  If you have any further details or concerns you would like to discuss, please do not hesitate to reach out to us directly by sending us a support ticket.
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to make amends and regain your trust.
  Sincerely,
  SinaLite

  Vanessa S

  Date: 16/11/2023

  I disagree with the outcome outlined in your message. The material provided in the Sample Kit Package did not match the final product received.
  I would appreciate a more comprehensive and immediate solution as I already have a support ticket open that has not been resolved.
  Please use the existing OPEN ticket to communicate with me and proceed with the proposed solution as stated above. Given the loss of patience and trust, restarting the process from the beginning, especially when the ticket is already open, seems impractical.
  I hope for a swift and satisfactory resolution that aligns with the quality and standards promised by SinaLite.
  Regards,
  *******

• Review fromG. H.

  Date: 25/08/2023

  1 star

  G. H.

  Date: 25/08/2023

  I have placed order for business cards, they always have excuses, like foil machine I have put through may jobs before, but now it seems they don't care as much anymore. they have reprinted as far as I know three times and I have not received anything.
  I have phoned to talk to a human again and she said after three reprints the have to cancel it in the system and reprint :) so my guess, I might not end up with a good product, when and if I get anything!
  so after trying again same thing and now they don't care no more AND REFESED TO GIVE ME EVEN A CREDIT?
  **** **** **** ***** **** *** *** ***** ******* ** ** ** ***** ** ********

  Sina Printing Inc

  Date: 17/10/2023

  Hi Gordon
  We're genuinely sorry to hear about your experience, and we deeply regret any inconvenience you've faced. Your feedback is valuable to us, and we'd like to address your concerns.
  We apologize for the repeated issues with your order, including the multiple reprints and delays. This does not reflect the level of service we strive to provide. Rest assured that we are taking this matter seriously, and we are committed to resolving it to your satisfaction.
  A supervisor will be reaching out to you to discuss an amicable resolution
  Thank you for bringing this to our attention, and we hope to have the opportunity to regain your trust and provide the high-quality service you deserve.
  Sincerely,
  SinaLite Management

  G. H.

  Date: 18/10/2023

  Thank you for reaching out and resolving it to my satisfaction, I will still use your services in the future and after having a look at what happen, we all must keep in mind the auto proofer (AI) is never perfect and people are still needed to make that kind of a call before printing due to the fine letters.

• Review fromH. B.

  Date: 24/04/2023

  1 star

  H. B.

  Date: 24/04/2023

  I am extremely disappointed in the customer service at Sinalite. I ordered A banner that was supposed to have 4-5 day turnaround. I paid for upgraded, GUARANTEED, overnight shipping to make sure the item would arrive on time. I received notice from sinalite on April 13th that the item had shipped. (I needed it by April 14th) I phoned Customer service at sinalite to cross check that it was in fact shipped out and that it would arrive by the 14th, customer service assured me it would. On the 14th my item did not arrive and I received an email from *** that there had been a delay.
  I contacted customer service immediately and was told I would receive a phone call from a manager to discuss a reimbursement. This phone call NEVER happened. I sent an email ticket in requesting compensation for the late item, as per the fact that the sinalite website says that the overnight shipping is GUARANTEED. I was told there was nothing they could do except offer me a 10% credit. On a $150 order that comes out to $15. That does not even cover the upcharge I paid for shipping. Shipping alone cost $50. I was then offered a maximum of 15% refund. This is completely unacceptable customer service. At the VERY least I should be recieving the cost of shipping back. * ******* ** *** ***** ** ****** ** *** ******** **** ***** ** **** **** ****** *** ********* * ** ****** ** ****** * ****** ***** ** ***** *** * ***** ********* Terrible customer service.

  Sina Printing Inc

  Date: 21/07/2023

  Hi Haley
  We apologize for the inconvenience and disappointment you experienced with our customer service and the delayed delivery of your banner order. At Sinalite, we strive to provide excellent service, and we understand that we fell short of your expectations in this instance.
  After reviewing your order and the communication with our customer service team, we acknowledge that there was a breakdown in ensuring the timely delivery of your order, even after you had paid for guaranteed overnight shipping. We understand the urgency of your request, and we are truly sorry for any inconvenience this may have caused you and your business.
  While we cannot change the past, we want to make things right for you. As you know we have already applied a 15% refund to your credit card for the delays on your order.
  We will be reaching out to you further directly to see if we can further resolve this matter amicably.
  Your satisfaction is of the utmost importance to us, and we are committed to restoring your trust in our brand. Please accept our sincere apologies once again, and we hope that you will give us the opportunity to serve you better in the future.
  Thank you for bringing this matter to our attention, and we genuinely appreciate your feedback.
  Sincerely,`
  SinaLite Management

  H. B.

  Date: 03/08/2023

  Since my initial complaint and seeing this review on the BBB Sinalite reached out to me and offered a further $50 credit. This is appreciated and has helped to cover the cost of what I lost.