I ordered a custom banner for an event…
I ordered a custom banner for an event on Thursday and paid extra for expedited delivery. When it arrived, I discovered it did not include the stand, even though the product listing clearly states: Hardware material: Aluminium. Anyone would assume the hardware is included when it appears in the product specifications.
When I questioned this, their justification was: “The hardware specification is mentioned because there’s an option to add the hardware as part of the product.”
However, there is no option anywhere on the listing to add hardware, and it also does not state that hardware is not included. The only image showing “optional extras” includes a red carpet, a stand and crowd control ropes, which is irrelevant and confusing. Every other image shows the banner displayed on a stand, so there is no reasonable way for a customer to know the stand is not part of the order.
To buy the frame separately would cost another £112, and to receive it in time for my event would cost an additional £106. Even with the extra charge, it still would not arrive on time. I received no genuine effort to help, no alternative solutions and no practical support. Only a polite apology that did not resolve anything.
They also ask for your Pantone colour during checkout, only to later explain that they cannot match any Pantone colours. This makes the request pointless and misleading.
I am very grateful I did not spend any more money with this company. I found a complete banner set from another supplier for less than half the price, with clear product information and next day delivery.
Overall, the listing is misleading, the support is unhelpful and the extra costs are unreasonable. There are far more transparent and reputable companies available. I strongly recommend doing your research before buying.
Reply from Bannerbuzz
