Operational Incompetence, Broken Website, and Zero Accountability

I am extremely disappointed with Barron. Their level of incompetence is honestly staggering, and the experience over the past 2 days has been one of the most frustrating I have had with any supplier.

I placed 2 separate orders and followed Barron’s own online process exactly as instructed. Their new website is a disaster. It forces customers to upload PNG logo files only, explicitly not allowing vector uploads. I therefore spent time exporting and uploading high-resolution PNGs for every single item ordered, exactly as requested by their system.

After this, I was emailed and told that the design team “could not find the artwork anywhere” and that I now needed to send vector files. This is despite the fact that the PNG files are clearly visible in the backend of my account on their website. Even worse, the design team had already sent through a proof, which proves that they did in fact have the logos. The left hand does not know what the right hand is doing.

The relationship consultant assigned to this order, Portia, was defensive, dismissive, and entirely unhelpful when I phoned to try resolve this. There was zero accountability, zero effort to investigate the obvious technical issues with their website or email system, and no willingness to escalate the matter to IT. Instead, I was simply told that she was “up to date with emails” and therefore could not assist. That is not customer service.

Emails go unanswered, feedback submitted directly on their own website is ignored, and artwork comments are not processed. Customers are pushed from pillar to post while internal systems clearly fail.

2 days after placing and paying for 2 orders, I still do not have correct proofs to approve. This level of inefficiency must be costing the company significant money.

Barron urgently needs to fix their website, their internal workflows, and their attitude towards clients. Based on this experience, I would not recommend them to any business that values time, professionalism, or basic competence.