MixbookReviews 53

I had a very good experience. When I reached out to customer service I always received prompt service from professional staff
I have used another site which seemed to offer a little more variety in stickers and layoutsparticularly for 8+ pixbut I learned to maneuver pix on my own... perhaps that's what I am supposed to do?!?!
Overall, experience was great, quality of book was very good, user friendly and intuitive, import of pix was easy. I would certainly use Mixbook again.

Our family was planning a surprise 85th birthday celebration for our mum. Our mum lives in England, surrounded by friends and most of her family. I live in the United States with my wife. Our four children have moved on from our family home, are happily married, and have presented us with 8 beautiful grandchildren. Over the course of the past ten years my mum has visited twice, attending two of the four weddings. Now back to the issue with Mixbook.
The centerpiece for the celebration event in England was to present our mother with a photo memory album, containing pictures of family, friends and of course special messages and drawings from her great grandchildren.
I spent the past 3 months connecting with family and friends both locally and overseas, who wanted to contribute something special to the memory book. Sunday evening, I went online to Mixbook and began the process of uploading the memory book. It looked great online. To my amazement the book arrived by UPS next day delivery on the Wednesday (day 3!). I opened the book and was horrified to see some typos on 2 of the pages.
I immediately contacted Mixbook Wednesday noon and was greeted by an online chat representative. The rep alluded to the typo errors being my fault. I sent her an image of my submission and she was able to confirm that there seemed to be an error in printing.
I was informed that the reprint was going to be handled immediately. I asked that the reprint be sent UPS Next Day. I gave the rep details of our flight to England, insisting that the book arrive by the end of the week in order for me to have our grandchildren include their submissions (hand prints, drawings and lots of kisses!). The rep understood the urgency and the Mixbook website showed an estimated delivery by the Friday. I was promised a phone call by the following day.
Thursday, no phone call! I contacted Mixbook and was greeted by a rep who spoke the same script, that they (Mixbook) understand the urgency and apologize for the error. The rep stated that the print location works on a "first-in basis" and our reprint was not first in line.
Fast forward to today (Friday), and I eventually had a call from Mixbook, informing me that the book would not be shipped until Monday and would not arrive until Tuesday at the earliest - the day we depart for the airport for our flight to England.
The upshot is we will leave for England without this special book.
Consider the time and effort put into this memory book. Family and friends composed beautiful words to add to the book. The pictures paint so many lovely memories for my mum.
All of this effort is in vain, because Mixbook use an offshore call center to handle online chat and telephone calls. I am still waiting for a member of the print team, or senior management at Mixbook to have the decency and courtesy to pick up the phone and explain why it takes longer to reprint and ship the replacement book.
I depart for England, knowing that the special words and pictures submitted by so many people will not get to be a part of this special occasion.

"Each year I publish photo calendar, and last fall, Mixbook was recommended to me. I decided to check out the Mixbook system. It did not go well.

When ordering more than 10 of anything Mixbook wants you fill out an online form to request a quote on a bulk order. What a hassle! I was pressed for time, so I chatted in to Mixbook to see what could be done. The agent said he could give me a promo code for 50% off, which would match the bulk rate. Great! Problem solved (though why you can't automate a bulk order quote remains a mystery to me).

Placing my order I discovered that the shipping charge on this order of 50 calendars was going to be $106.50! And then sales tax on top of that, so the total price was just shy of $800, roughly double what VistaPrint was going to charge. So I chatted in about the shipping. I got no sympathy and no help! If I shipped a box of 50 calendars from California to Nashville, it would cost less than $40 (the post office could do it for $10).

I sent an email to Mixbook asking for assistance. The reply offered no explanation or justification for the crazy shipping charge. Instead, it referred me to the Volume discount team. The first agent's promise -- that this discount code would approximate the bulk deal -- turned out to be false.

Meanwhile, I had filled out the bulk order quote request, giving my email address and my phone number, and checking PHONE as my preferred contact method. The website says "We will respond to your quote request using your preferred contact method." And this contact will happen within 24 hours.

Later that day, I got an EMAIL (not a phone call) with a quote. I replied, "Wasn't I supposed to get a phone call?" There were some other issues we need to discuss (getting a proof, sales tax exemption). I tried contacting the chat support, and that went NOWHERE. NO UNDERSTANDING. No ability for the only people I can contact to provide any actual help. Also, NO AVAILABLE MANAGER OR SUPERVISOR. I explained to the rep that this large order and the potential for a good deal of future business was at stake. Didn't matter. I explained that the Mixbook website asked me how I wanted to be contacted, and promised to abide by my preference. Didn't matter.

Then I got a SECOND EMAIL (not a phone call) from the bulk order guy, responding to my request for a call by SENDING ANOTHER EMAIL! Are you kidding? I replied: "I'm ready to receive the PROMISED PHONE CALL!

Finally, way past 24 hours later, I got a call from Jonathan Lee. No explanation or apology. No reason given for this strange policy of taking LONGER on a big order. No reason given for responding to my second request for a call with a second email!

After all this, I asked Jonathan to give me a sales pitch; why, after all this, should I want Mixbook to print my calendars? What's special about Mixbook's work? He had nothing.

I REALLY DON'T UNDERSTAND WHY I WOULD HAVE TO FIGHT WITH MIXBOOK PEOPLE TO BUY STUFF FROM MIXBOOK. I'm ready to spend $500, and you can't be bothered to make a phone call to close the deal? I don't understand a company that provides customer service reps that can't actually help. I don't understand a company where that rep can see a situation that needs management intervention, but can't do anything to get it. I don't understand a company that doesn't even TRY to do what they say they will do on their website. It seems DESIGNED to be frustrating to new customers.

I gave up, except to send a hail Mary email about this whole experience to my best guess at the CEO's email address. Mixbook has lost my business, and here's why. Then I got a phone call from the CEO, to whom I told the whole awful story. He seemed genuinely concerned about all of this, and as a show of good faith, he gave me a really good deal on my calendars, which came out beautifully--the only reason this isn't a one-star review.

Finally he promised to "fix root causes." So last month (eight months later), as I was gearing up the design of my 2020 calendar, I thought I should give Mixbook another look. Looking at the website, NOTHING had changed. So I sent Mr. Laffoon (the CEO) an email to ask if any changes were in the works. That was a month ago. NO RESPONSE. I guess he wasn't taking my feedback seriously after all.

Meanwhile, I received two emails from different managers at Mixbook. These emails were invitations to get a phone call to discuss my experience with the company. I replied, gave them the information they asked for, including the best time to call. They didn't call me.

This company acts like they're interested in listening to customers, but they can't be taken seriously."

Mixbook's website is really easy to use. There are lots of designs to choose from and when you select one to use to make your book, you can change or move or delete anything you want. They were running a great promotion, but I didn't finish my book in time. I contacted customer service via chat and they were able to help me apply a new promo code that was just as good. Best of all, they delivered my book a day early and it was beautiful!

I went to mixbook because online site said they were rated the highest overall for photo books, WHAT A MISTAKE. They are OK on user ease, but when I did have an issue you cannot reach anyone who can help with their editing tools. No one speaks english well enough to understand your questions. Then when I finally left the issue because I needed the book for a very special event, I ordered and paid extra for 2 day shipping and was promised the book by today, guess what NO BOOK. When I chatted online and then called once again, no one can help. They have to email their print team and wait for a response. I spent a ton of time on a very special book for a special occasion and no one there could care less and wont or just plain cant help. I will NEVER use them again. Just TERRIBLE customer service.