Deteriorating Quality and Poor Customer Service: A Cautionary Tale from a Once-Satisfied Customer After being satisfied with Dox Direct's services for several years, our recent experience with them has been highly disappointing, culminating in poor product quality and unsatisfactory customer service. As a business, we have used Dox Direct numerous times to print Guest Manuals for our holiday let properties. While we were initially happy with the results, our latest order placed in September 2023 for seven copies of an updated manual costing just over £115 has been a disaster. Earlier this year, one of the manuals started losing pages. We replaced it with one of our backup copies, which had not been used, and it also began losing pages. Further inspection revealed that two other manuals from this batch had similar issues. With four out of seven copies now faulty, we felt compelled to contact Dox Direct. We provided photographs of one defective manual, clearly showing the pages falling out, and discarded the faulty copies, seeing no point in keeping them. Notably, these manuals were in pristine condition as they were not heavily used; most of our guests prefer to download the digital PDF version from our website. We contacted customer support and were told the issue would be escalated to the production team. After a week without a response, we followed up. Diatta, a company representative, offered us two new manuals free of charge. Since we had discarded four faulty copies, we declined this offer and were then asked to supply photos of all four defective manuals, which was impossible. We were then informed: "…if you're unable to provide photos of the remaining faulty manuals, we regret to inform you that we won't be able to process the reprint or offer a discount code." The implication that my concerns are not valid due to the lack of photos is deeply troubling. As a loyal customer, I expected a more understanding response rather than having my integrity questioned. I sent a final email expressing my shock and disappointment at both the product quality and the customer service. After 48 hours with no response, it became clear that they do not value customer satisfaction. And hence this review. Dox Direct's claim on their website, "LOVE US OR YOUR MONEY BACK," is misleading. Based on my recent experience and reading through many other negative reviews on Trustpilot, it is evident that the company is facing significant issues. We will now support other local printing companies rather than dealing with a faceless online business that fails to deliver on its promises. I would not recommend Dox Direct again.