Milestones

Summary: wait time exceeds the maximum promised on the website by 5 days and the quality was laughable for the price. My book was ordered on 7th Feb and arrived 28th Feb. Disappointed as I allowed an extra few days for when I needed it to arrive (it was a gift), based on the maximum of the lead time range mentioned on the product page and in my order confirmation (they specified 7-12 days + 3-5 for delivery). Apparently it was because of lunar new year - the customer service team started out helpful, promising to follow up the printers. But then when they couldn't do anything and it was going to be late, they blamed me - according to them, I should have known it would take longer because after I placed my order, they added a banner hidden somewhere on one of the FAQ pages of their website. Anyhow, it arrived late but I was still excited to gift it to my husband as a belated anniversary gift. Until I opened the package... the book is terrible quality. The binding feels so flimsy, the pages don't open nicely and the cover that on the site looks like the cover image is framed is actually just a printed photo glued onto the fabric cover. Overall I paid $146 for a gift that didn't arrive in time and was a big let down. The positive: The formatting tools on the website were pretty good and it was nice to look through our book together.

Not even a month in the albums binding was coming undone.

I have to say I’m really disappointed. The print quality is poor. The medium sizing seems a bit pathetic. Very overpriced. It’s a Christmas present that is just a bit meh. I want be using Milk again.

I recently purchased two photo albums from Milk Books, totaling over a thousand dollars. While the quality of the products is not in question, my experience with their customer service and policies has left much to be desired. Firstly, I was surprised to receive a poorly-worded email from Milk Books, instructing me to fill out a form for customs and border protection, which included providing my social security number. This requirement, to register as an importer, was unexpected and not clearly communicated at the time of purchase. I appreciate the complexities of international shipping, but the guidance provided by Milk Books was vague and unhelpful. They suggested I “complete the attached form and send it to FedEx,” which necessitated additional effort on my part, including multiple calls to FedEx to resolve the issue. Thankfully, FedEx offered a more streamlined process through DocuSign. However, the most disappointing aspect was receiving an additional invoice from FedEx for $121.22 for “FedEx Express Services,” a cost I assumed was covered in my initial payment for shipping. When I reached out to Milk Books for clarification, their response felt dismissive and unapologetic, citing their Terms of Use and checkout warnings. While I understand the legalities and the presence of such information on their website, the reality is that many consumers do not thoroughly read these sections, and more clear upfront communication about potential extra costs would have been appreciated. As a customer, I feel it's crucial for online businesses to ensure transparent and straightforward communication about all potential costs and procedures, especially for high-value international orders. Unfortunately, my experience with Milk Books fell short in this regard, leading to unexpected expenses and a cumbersome process that detracted significantly from the excitement of receiving their otherwise high-quality products.

Beautiful printed pages but the binding is terrible. The book I got back you can see stitching on almost every page. When contacted the told me that was how it is supposed to look They are very very expensive and I don't believe the work is worth it. Your reply looks like a cut and paste excuse you gave me. Bottom line is I paid alot of money for a book I can't use. Your chinese printer did a terrible job and you just responded with that answer. I am telling all the wedding photographers I know to be aware. I am done with responding. Please also delete my account and take me off your email list.

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