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Resposta da professorprints

6/05/2026

Hi Clare,

Thanks for the feedback, and I'm sorry the squares weren't holding in the frame properly — that's a genuine fault and not the standard we want going out the door. We've refunded you in full for the trouble.

Just to clarify for anyone reading: the tissue slot is built into the underside of the frame rather than cut into the squares (it's designed so you can swap colours around), and the colours shipped match the listing photos — but I appreciate the design might not have come across clearly on the product page, and that's something we'll look at improving.
If anything's still outstanding, please email me directly at hello@professorprints.co.uk and I'll sort it personally.

— Max, ProfessorPrints

Resposta da professorprints

6/05/2026

Hi David,

Thanks for the feedback, and sorry the code didn't give you the result you were hoping for.

Just to clarify for anyone reading: the 50% welcome code can't be combined with items already discounted in a sale, which is noted in the code's terms. At the time of your order we were running a site-wide 50% sale, so the welcome discount couldn't stack on top — the sale price was already applied. We did reply to your messages explaining this at the time.

We do appreciate it's frustrating when a code doesn't apply the way you expect, and it's something we'll keep working on making clearer at checkout. If you'd like to give us another go, please email me at hello@professorprints.co.uk and I'll personally make sure you get a meaningful discount on your first order.

— Max, ProfessorPrints

Resposta da professorprints

6/05/2026

Hi there,I'm really sorry — being charged just before Christmas and then left without an update or a reply is a horrible experience, and I completely understand why you ended up where you did.

We're not a scam, but I appreciate that's exactly what it must have felt like, and that's on us for not communicating better.

The honest answer is that we got hit hard by the Christmas rush and our support inbox fell behind, which meant orders and messages slipped through that absolutely shouldn't have. That's not an excuse — just what happened — and we've made changes since to stop it repeating.

I'd really like to put this right. If you could email me directly at hello@professorprints.co.uk with the email address you ordered with (or any order details you still have), I'll personally trace what happened and make sure you're either refunded in full or have your order delivered, whichever you'd prefer. If you've already recovered the money through your bank, that's completely fine too — I'd still like to know so I can close the loop on our side.

— Max, ProfessorPrints

Resposta da professorprints

6/05/2026

Hi Hilary,

I'm really sorry. Asking you to send photos and videos and then going silent on you afterwards is genuinely the worst version of this — you did exactly what we asked and then heard nothing back. There's no defending that.

The honest answer is that we got hit hard by the Christmas rush and our support inbox fell behind, which meant messages — including yours, with everything we'd asked for — slipped through. We've made changes since to stop it repeating, but that doesn't help you.

Please email me directly at hello@professorprints.co.uk with your order number (or just reply to your original support thread) and I'll personally process a full refund today — no need to send anything back. If you'd also like a replacement DeWalt cutter from a different print batch, I'm happy to send one on the house for the trouble.

— Max, ProfessorPrints

Resposta da professorprints

6/05/2026

Hi,

Three different channels and silence from us on all three — that's a real failure on our end and I'm sorry. A faulty product is one thing; not being able to reach anyone to fix it is much worse.

Our support inbox fell badly behind during the Christmas period and messages slipped through that should have been picked up the same day. We've since moved to a proper helpdesk system so this stops happening, but that doesn't help you in the meantime.

If you're still holding the faulty item, please email me directly at hello@professorprints.co.uk and I'll personally sort a full refund or replacement — whichever works best for you. No photos or videos required, just your order number.

— Max, ProfessorPrints

Resposta da professorprints

6/05/2026

Hi James,Three things gone wrong in one order — missing items, no reply, and the rest not up to scratch — is a genuinely poor experience and I'm sorry. There's no spinning that.

The missing items and the silence I can explain (not excuse): our support inbox fell behind badly over Christmas and orders that needed splitting or chasing slipped through. We've changed how we handle peak periods so it doesn't happen again. The quality issue I'd genuinely like to look into — if there's something off in a print batch, we want to know so we can fix it at source rather than just refund around it.

Please email me directly at hello@professorprints.co.uk with your order number. I'll process a full refund for the whole order today (you don't need to return anything), and if you're willing to send a quick photo of the items that didn't meet the mark, I'd be grateful — purely so we can check the batch. Either way, the refund stands.

— Max, ProfessorPrints

Resposta da professorprints

6/05/2026

Thanks so much — really glad you're happy with it! 🙌

— Max, ProfessorPrints

Resposta da professorprints

6/05/2026

Hi Hayley,

Sorry it wasn't what you were hoping for. The DeWalt cutter is one of our best-sellers and we're proud of the finish on it, but we know it won't be everyone's cup of tea — and if it's not for you, we'd rather refund you than leave you with something you don't like.
Please email me at hello@professorprints.co.uk with your order number and I'll sort a full refund.

— Max, ProfessorPrints

Resposta da professorprints

9/12/2025

Hi James,

Thank you for your review — we’re glad to hear the ordering process and delivery speed met your expectations. We’re sorry, however, that your item arrived damaged. After reviewing the photos you sent, it was clear the damage occurred during transit, and we immediately offered you either a full refund or a replacement so we could make things right.

We didn’t receive a response to that message, but our offer still stands — we’re more than happy to replace the item or issue a refund at your preference. Just reply to our earlier email or contact our support team and we’ll sort it out right away.

Thank you,
The ProfessorPrints Team

Resposta da professorprints

9/12/2025

Hi Kaz,

Thank you for taking the time to share your feedback. We’re sorry to hear there was confusion regarding your order, so we’d like to clarify for anyone reading.

On the product page, customers can choose between three options:
• Chessboard only
• Chess pieces only
• Chessboard & pieces together

Your order was for the chessboard only, which is why no pieces were included in the delivery. We try to make these options as clear as possible, but we understand how mix-ups can happen and we’re always here to help.

Regarding your return request, a prepaid return label was issued in response to your first email. If it didn’t reach your inbox, it may have landed in a spam or promotions folder — but we’re more than happy to resend it to ensure you can return the item smoothly.

Thank you,
The ProfessorPrints Team

Resposta da professorprints

9/12/2025

Hi there,

Thank you so much for the lovely review! We’re really glad to hear your item arrived quickly and that you were happy with the quality. We truly appreciate your support and would be delighted to have you shop with us again.

Thank you,
The ProfessorPrints Team

Resposta da professorprints

9/12/2025

Hi there,

Thank you so much for the lovely review! We’re really glad to hear your item arrived quickly and that you were happy with the quality. We truly appreciate your support and would be delighted to have you shop with us again.

Thank you,
The ProfessorPrints Team

Resposta da professorprints

9/12/2025

Hi there,

Thank you so much for the lovely review! We’re really glad to hear your item arrived quickly and that you were happy with the quality. We truly appreciate your support and would be delighted to have you shop with us again.

Thank you,
The ProfessorPrints Team

Resposta da professorprints

9/12/2025

Hi India,

Thank you for sharing your feedback, and we’re genuinely sorry to hear you were disappointed with your order. We want to clarify that we have not received any emails or messages from you regarding a return or refund — if we had, we would have responded promptly, as we always aim to resolve any issues as quickly as possible.

We’d really like the opportunity to put this right for you. Please reach out to us at hello@professorprints.co.uk
and our team will be more than happy to arrange a return and refund straight away.

Thank you,
The ProfessorPrints Team

Resposta da professorprints

9/12/2025

Hi there,

Thank you for your review, and we’re glad to hear your order arrived promptly. We’re sorry to learn that one of the packages contained the wrong item — this is not the experience we aim to provide, and we would have been more than happy to correct it if we had been contacted before the review.

Regarding the damaged parts on the sheep holder, items can occasionally be affected during transit, but we always replace or refund any item that arrives damaged. Please reach out to us at hello@professorprints.co.uk
so we can arrange a replacement for both the incorrect item and the damaged component.

Thank you,
The ProfessorPrints Team

Resposta da professorprints

9/12/2025

Hi Vicky,

Thank you for your review. We’d like to clarify that we responded to your message straight away and also issued a full refund for your upgraded shipping cost as soon as you notified us of the delay.

Unfortunately, during the Christmas period both our fulfilment partners and the courier networks experience extremely high volumes, and delays can occur despite our best efforts to dispatch orders on time. We completely understand how frustrating that can be, and we always do everything we can to assist as quickly as possible when it happens.

Thank you,
The ProfessorPrints Team