Anyone else seeing long delays or quality issues with Captur3D floor plans?20942
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vrephoto private msg quote post Address this user | |
| Is anyone else having trouble getting floor plan orders completed from Captur3D? I placed an order for a 3d floor plan 4 days ago and am still waiting for it to be completed. Turn around time was supposed to be within 24 hours. I reached out through their website chat on day 2 and 3 without a response and today I emailed support and received the following reply: "Hi, Apologies for the delay. Let me check this with our design team. Just to update you, we've experienced a significant and unexpected surge in commercial orders over the past few days — a 95% increase compared to our usual volume, which led to a temporary backlog. Our team has already completed a large portion of these, and we're working diligently to clear the remaining backlog. We understand this has impacted timelines and appreciate your patience." --------------------------------- I had to email again to request an ETA and they did get back to me saying 6-7 more hours. It's been another 12 hours but the order has still not been completed. I wish I had known before placing the order. The real estate client is understandably losing their patience. Not sure I should keep waiting or cut my losses and order somewhere else? ...or just refund the client and tell them I don't 3d floor plans any more. ...it's really been more headache than it's worth for me. |
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Buster6070 private msg quote post Address this user | |
| I haven't, but don't order 3d on a regular basis. I would demand a refund while ordering from another provider with rush delivery and just comp it to the client for the inconvenience. I use Captur3d for my floor plans and this is disheartening to hear. Delays and staffing issues are understandable as long as they are proactively communicated. 2-3 days of silence is indefensible and would force me to look for a new provider for any service. |
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 WGAN FanCLUB Member Coeur d'Alene, Idaho |
lilnitsch private msg quote post Address this user | |
| Home3ds is my go to for floor plans | ||
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8643d private msg quote post Address this user | |
| I had one earlier this week that took around 32 hours to process. Not close to the 4 days that you are experiencing, that is unacceptable. Their communication needs to be better regarding this. I placed another order last night, hopefully I will receive it back in a timely manner. | ||
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vrephoto private msg quote post Address this user | |
| UPDATE: I finally received the 3d floor plan on day 5. As expected it has SO many mistakes. Labels are misaligned. Instructions for labels were ignored. Missing bathroom sinks and a wall incorrectly placed. The main problem I have on most orders is what I'm guessing is Australian terminology and abbreviations like L'DRY instead of Laundry Room or "MEALS" instead of "breakfast nook" and stuff like that. Every order, I provide instructions such as "Label laundry room “LAUNDRY” (do NOT abbreviate)" but they are mostly ignored and I have to mark up a bunch of corrections and then wait another day to get it back. Does anyone have other options to recommend for 3d floor plans? or should I just call it quits and stop offering 3d floor plans? I'm feeling like the amount of money I get for these does not justify the aggravation. |
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Buster6070 private msg quote post Address this user | |
| Just curious, did they offer any type of refund for the trouble/delay? | ||
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 CAPTUR3DTeam Melbourne, Australia |
AlexHitchcock private msg quote post Address this user | |
| Hi everyone, Alex here from the CAPTUR3D team. Firstly, my apologies for these recently delayed floor plans. There was a pipeline issue where we received an extremely large influx of large commercial orders, which affected residential orders also. Unfortunately we were unaware of the gravity of the backlog until it was too late. Combined with it being a weekend and our support team being more limited (design team operates 24/7), this resulted in delays and queries on deliverables. I've connected with the entire team on this today, and going forward we will ensure that we are letting customers know of any potential delays as far in advance as possible. This will be done via a universal banner notification on our Dashboard page. I will ensure to credit your Captur3d account with any recent orders that were delayed. I will follow up with you via email when this has been done. In regards to room labels etc, you can customize/update these with notes in your account and our design team will use these going forward for your orders. Please send me a dm if you'd like a quick call to clarify any of the above. My apologies again for the frustration this must have caused. I can assure you we are now back to normal turnaround times! Alex |
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