20% off all products!   Sale ends tonight at midnight EST.

Return to Main Discussion Page
Discussion Quote Icon

Discussion

Main Menu | Search Discussions

Search Discussions
 
 

Skip Hunt

8 Years Ago

Package Instructions Suggestion

Hi,

I don't want this to come across as any kind of criticism in any way shape or form. I've had waaaay too much heartache from this site from posts that were simply queries that were interpreted as critique.

So, I'm going to try to pick my words carefully this time. ;)

The packaging that's being used is so complicated that it's very difficult to tell how to open an order from the onset. There's no instruction included. I know opening a package shouldn't need instructions per say, but if you've never opened one of these very well packaged orders before, it can appear to be very daunting.

The buyer is first impressed with the level of protective packing, but then quickly becomes anxious with how to get the art out without damaging it in the process.

On a recent order, the buyer was someone I knew and they sent me photos of the packing and asked me how they were supposed to get it out. I hadn't ordered the same product before so I was clueless too. They ended up cutting themselves trying to get the art out.

It isn't just here. There's a local printer I use as well and whey they offer free shipping, I'll just have them send it to me direct for signing instead of having to drive to pick in up (they're almost an hour away from me) And, I've noticed their packaging is also VERY good, but also VERY difficult to figure out how to get the art out without damaging it in the process.

This isn't a complaint or criticism what-so-ever about the quality of packaging. It's VERY good and secure. I understand it has to be with all the potential for loss due to shipping damage.

But, it would sure be nice and might alleviate some new customer anxiety, if there was a one-sheet instruction page on how to most easily remove the artwork from the packaging.

Again, this is NOT a criticism. It's only a suggestion based on customer feedback.

Thanks.

Reply Order

Post Reply
 

Edward Fielding

8 Years Ago

I hear ya, but I'm more concerned about the artwork arriving safely. I'm glad the prints are packaged like they are museum quality precious artwork. The other products not so much. Tees and totes seem jammed into envelopes.

 

Skip Hunt

8 Years Ago

@Edward, yes... again, there's nothing wrong with the packaging of the work and I too want it to arrive safely. But a one-sheet instruction page on how to extract the artwork without damaging it might ease potential customer frustration... and might reduce claims of "shipping damage" that might have really been caused because the client couldn't figure out how to remove the artwork from the puzzling origami-esque packing many fulfillment houses are using these days. ;)

 

Joy McKenzie

8 Years Ago

Skip, do you mean to mail the instructions separately? Or have a page here on the website with instructions? Because if you want it to be included, the recipient still has to get into the package to retrieve the instruction sheet.

 

Edward Fielding

8 Years Ago

I imagine it would depend on the artwork - size, type, all kinds of variables.

I'd like to see more customer return information and artist info included. The prints have a shipping sheet which includes some info but the products I've ordered have nothing.

 

Skip Hunt

8 Years Ago

@Joy.. no. The packaging FAA/Pixels uses for metal and framed artwork is VERY good and protective. But it's also VERY cryptic as to how to open it. A website page wouldn't be a good idea. Nobody wants to have to go online to figure out how to open the package that was just delivered.

Opening the main box is easy enough. But the actual packaging the art is suspended in is somewhat complicated. I'm sure it's obvious to those who do the packing, but to the customer it looks complicated.

I've had the same experience with other printers too. I've opened my share of art packaging and it's getting extremely complicated to figure out how to get the art out without damaging it. I understand why, but a page showing "Cut here... slide here... carefully dislodge here... etc. would go a long way I think.

If FAA/Pixels just put a printed out page that describes how to get the art out easily without damage, that would set them a part and ease customer frustration.

That's all. Just a suggestion. Not a complaint.

 

Abbie Shores

8 Years Ago

We get it, it's not a complaint.......lol

So you mean perhaps a small sticker or similar, on the actual packaging, saying something like, open here...with an image of it being opened?

 

Skip Hunt

8 Years Ago

@Abbie.. Yes. That would be perfect!

The order that just got delivered to someone I know... she sent me a text that it had arrived. Then texted photos of the packaging asking me how she's supposed to get it out. I didn't know. It looked complicated. She did her best to guess how to get it out... then sent me photos of her bleeding, bandaged hand.

I was like, geez... I wish I could've offered some help or suggestion on how to get the packing off the metal piece, but I didn't know either. And it was disheartening that the art purchasing experience that should have been pleasant, turned into anxiety, frustration, and injury.

A sticker or similar as you describe would have been wonderful in this situation.

 

Mike Savad

8 Years Ago

instead of instructions, maybe a video on the site?

you can use a QR code to link.

---Mike Savad
http://www.MikeSavad.com

 

Abbie Shores

8 Years Ago

They would need to be online when opening and that's not feasible to all

I will pass that on (sticker) as a suggestion for an improvement.

 

Skip Hunt

8 Years Ago

@Abbie... I think you get exactly what I'm suggesting and why. Just wanted to make sure the suggestion was seen and would be passed on to the person or persons who make decisions on procedure.

Unless you want to leave this open for more user feedback, feel free to close it.

Thanks. :)

 

M E Cieplinski

8 Years Ago

Is an email sent to the customer to let them know the order has shipped? That might be a place where instructions could be included. Either a diagram sheet that could be printed out or a link to instructions somewhere else. Not sure if this is feasible, which it might not be if the fulfillment centers are the ones who send the email. In that case you'd have to get all of them onboard with it, but if possible it's always good to have instructions coming from more than one place.

 

This discussion is closed.