Photobook Shop

DO NOT TRUST THIS COMPANY! A stressful, outdated, overpriced nightmare. (Would give 0/5 stars if I could!) TLDR; Photobookshop relies on false advertising, outdated infrastructure, and a customer service team that offers nothing but loops of empty scripts. Go to a competitor who actually respects your time and money. The long version: I chose… Read more

Photobookshop because they promised "premium quality and satisfaction." They are significantly more expensive than other printing companies, but because this was a meaningful farewell gift for a colleague leaving the country, I prioritized high quality over cost.

It was a massive mistake. If you want to protect your time, money, and sanity, do not print with them. Otherwise this is what you are getting yourself into:

Red Flag #1: Outdated, buggy software & zero tech support I spent 3 to 4 solid days working with their incredibly outdated proprietary software to design the book. When I tried to submit the order, the software froze. When I reached out to customer support, I was told they only accept Dropbox links. After setting up an account and sending the files, I asked them to verify receipt. Their response? "We can’t check that, but you will receive an email within 72 hours to confirm." To confirm that they have RECEIVED a digital file upload, a 72-hour confirmation window is an absolute joke.

Red Flag #2: Fake lead times & suspicious "local" manufacturing Their website explicitly promises a manufacturing turnaround of 2–7 business days (up to 14 in busy periods). However, a customer service agent named Gold flatly told me that this specific product takes a minimum of 3 weeks to manufacture. This company claims to be "Australian owned and made," but their complete lack of local production insight, extreme timeframes, and zero access to files make it highly apparent that production is outsourced overseas (likely China) while they mask it behind misleading local marketing.

Red Flag #3: Horrific support & "wiped" memories Dealing with their customer service (specifically an agent named Gold) was like Groundhog Day. Every single day I called to follow up, and for the first few days, it was as if her memory had been completely wiped. I had to restart the entire explanation and what I was requesting from scratch. There was zero proactive follow-ups, and absolute refusal to troubleshoot or provide timeframes of any sort. When I escalated to a manager named Ben, he admitted they couldn't even access my files to export a raw backup copy so I could print locally—a basic capability in any actual printing house. Ben promised to investigate and then simply ghosted me.

By Day 5, completely panicked that I would have nothing to hand my colleague before they left the country, I bit the bullet and spent >30 hours recreating the entire project from scratch with Diamond Photo.

The difference was staggering. Diamond Photo was half the price, confirmed receipt of my files instantly, their support team gave me clear, professional timelines (2–5 business days), and they even said "don't worry about troubling us, just ring us back and we'll check on your order for you".

Red Flag #4: Refund trap & fake sales/advertising The moment I asked Photobookshop for a refund, their behavior suddenly changed. Suddenly, the "3-week minimum" turned into "we can print it and get it to you in 2 weeks," which then desperately became "we can do same-day printing!"

I rejected their desperate offers and demanded my money back. It has been a month since I initiated a refund request. I was told 2 weeks ago that my refund has been approved, and have just been told that my case "has already been added to the (refund) processing list." IMO they are simply holding my money hostage. Do not be fooled by their perpetual "sales"—they are just a predatory tactic to force a rushed, expensive decision.

I purchased a 120 page Hard cover photobook to store memories of our recent trip to the UK. The software was easy to use and navigate. I especially liked the fact that I coul create multiple projects and leave and come back later without losing… Read more ·  1

anything. The finished product was beautiful and I was so impressed that I purchased another to send to relatives in the UK. I was especially impressed with the speed of that delivery! I would definitely recommend PBS and will be using them again.

Bought photoshop Gift Voucher for friend and 4 days later still cant get a voucher to send them, despite trying help, chat, calling and emailing. Dont think system for Gift Vouchers works and customer support dont know how to rectify issue

Recently received our first hard cover A4 120 page photobook and it exceeded expectations on sharpness and colour reproduction. There's now more projects in the pipeline and we can't recommend the quality enough Show reply

...I'm getting old and sometimes require help and assistance in completing a photo book. The customer service team is easy to reach by phone or by email and they reply quick and always friendly. Over the years I have printed canvas, acrylic, softcover and hardcover books. All arrived in time and in a top quality, family and friends were astounded.… Read more ·  1

Thank you Rachelle, Sophie, Soula, Maurice (not sure if I spelled that correctly) and all the others who's names I couldn't find in my emails. K Wagner

I have made quite a few photobooks over a few years & have been extremely happy with the product & the service everytime. Any questions I have had have been answered promptly, either by the live chat or sending emails. The books are always of very high quality, would recommend them to as an excellent company to deal with. Show reply

I ordered three softcover photobooks, but the website errored out during checkout. The charge remained pending on my credit card, but no order was created. Customer service advised me to place the order a second time, assuring me that if both went through, they would refund the duplicate charge. The original transaction did finalise, meaning I… Read more

was charged twice. I contacted support immediately, they confirmed a refund had been requested and would take 3–5 business days.

Nearly a month and multiple follow-ups later, the refund has still not arrived. Support has been polite but entirely ineffective, blaming internal delays with their billing team and failing to provide an Acquirer Reference Number (ARN) so my bank could trace it. I've now had to lodge a dispute with my bank to do to get my money back.

While the physical photobooks turned out ok, the administrative headache and completely broken refund process mean I cannot recommend using them. If a glitch happens with your payment, be prepared to fight for your money.

I used to use Memento and like the software very much but they closed a couple of years back and directed me to PBS. I’m very disappointed that my order made in early Jan 2026 is taking so long, I’ve not had this issue before. I’ve emailed twice to the same person to be told it’s being monitored! What does that mean! It’s now 5 weeks, which… Read more

is well past the stated average delivery date. I also received a photobook last year where the title was slightly skewed on the page (it’s not, on the original), which is a real shame but I just live with it. When I finally get my January photobook, I will probably look elsewhere, quality is OK but software is nowhere near as good or easy to use as Memento’s was.

I posted in the past that Photobook Shop produced a high quality product but that submitting an order in January would lead to a long wait - I now need to amend this: I still maintain the product quality is of a high standard but the service is poor. I found out that if you order a regular size A4 photobook you will receive it promptly however… Read more

for whatever reason, if you order the large A3 layflat premium book then that takes weeks since they wait until they get enough to do a run of them. Needless to say, as much as i liked their books and software, I moved my custom elsewhere and have found comparable quality, better service and prompt filling of orders. I wish Photoshop all the best as they navigate their way through whatever hardships have caused them to disappoint customers.

I have just received my first Photobook Shop hard cover lay-flat 80 page photobook and I am delighted. I've used other companies in the past and been mildly disappointed, but not this time. The Desktop software is easy to use, uploading my project was seamless and delivery was timely. The quality of my photobook was beyond my expectations, the colour reproduction of my images was a joy. I highly recommend Photobook Shop. Show reply

Another 5 orders of holidays completed successfully. Our go to producer for photobooks and canvases. Recommended. Already working on 2 more projects with vouchers purchased. Show reply

Latest purchase was for a friend’s 60th birthday. As usual the product was excellent and admired by all. The photo book was produced very promptly and arrived in time for my friend’s birthday celebration. I have been creating photo books for the last 10 years as Xmas presents and find creating online to be so easy and rewarding. All recipients… Read more ·  1

are so excited to receive and love them. The product is well priced when purchasing a voucher at a special price and includes postage.

Have just done my latest of many books through Photobookshop and am the most thrilled yet. The book was made with scanned up to 100 and over year old photos and with all the warnings on the project about low quality I didnt hold much hope. It has turned out stunning and the recipient of the memory book will be so happy and surprised. Thankyou once again and will be back to do some more soon after next roadtrip in the outback . Show reply

I have just received my latest two Photobooks and continue to be astonished at the consistent quality of production over 17 books. I design my own books and my photos appear just as they were on my monitor and I couldn't be happier. Production and delivery are always within target. Thank you Photobook Shop! Show reply

Amazinf quality photobooks! I have been using this company for few years now and never been disappointed. I have recommended it to friends and family and have always only had good feedback. Books are printed on good quality paper and in great colours. Very good value for money. Show reply

Just received our first photo book, such great memories presented so well. The A4 hardcover quality is the best. looking forward to the next project. Took longer to get here due to a stuff up by Aramex and the tracking on PBS is not that helpful. Show reply

I have just ordered my 4th Photobook shop lay flat photo album. The last three were amazing and a great reminder of wonderful adventures I have been able to have. Cannot wait for my latest adventure to be made into a fantastic memory. Show reply

Amazing service have used PBS since 2010 for all our holiday snaps. Also for canvases for family members. Very excited to receive my last four books from our last adventure including Switzerland, Italy, Uk and 56 day cruise. I was surprised they turned out so well as photos weren’t perfect and the books came out great. Such wonderful memories to always look back on. Show reply