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Eastern Massachusetts, Maine, Rhode Island and Vermont
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Vistaprint

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Phone: (866) 614-8004 95 Hayden Avenue, Lexington, MA 02421 http://www.vistaprint.com

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Description

Vistaprint manufactures and personalizes various items including business cards, magnets, stamps, lawn signs, posters, T-shirts, invitations, and more.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Vistaprint meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Vistaprint include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 367 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Reviews  are not used in the calculation of the BBB Rating.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

367 complaints closed with BBB in last 3 years | 79 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 106
Billing/Collection Issues 74
Delivery Issues 45
Guarantee/Warranty Issues 6
Problems with Product/Service 136
Total Closed Complaints 367

Customer Reviews Summary Read customer reviews

133 Customer Reviews on Vistaprint
Customer Experience Total Customer Reviews
Positive Experience 32
Neutral Experience 4
Negative Experience 97
Total Customer Reviews 133

Additional Information

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BBB file opened: November 20, 2001 Business started: 01/01/1995 in MA Business incorporated: 01/27/2000 in DE
Type of Entity

Corporation

Ticker Symbol

VPRT

Business Management
Ms. Kaitlin Ambrogio, Public Relations Manager
Contact Information
Principal: Ms. Kaitlin Ambrogio, Public Relations Manager
Number of Employees

4,600

Business Category

IMAGE & GRAPHICS PRINTING E-COMMERCE DECALS BANNERS PRINTERS RUBBER STAMPS PROMOTIONAL PRODUCTS POSTERS INVITATIONS & ANNOUNCEMENTS Advertising Material Distribution Services (NAICS: 541870)

Products & Services

Vistaprint offers the following product(s): Announcements, Banners, Brochures, Bumper Stickers - Oval, Business Card Holder , Calendars , Car Door Magnets, Checks , Clear Adhesive Hangers, Envelopes , Flip Books , Flyers, Folded Business Cards, Folders, Gift Certificates, Gift Tags, Hats, Holiday Flat Cards, Holiday Folded Calendar Cards, Holiday Folded Cards, Holiday Postcards , Invitations , Keychains, Lawn Signs , Letterhead, Loyalty Cards, Luggage Tags, Mailing Labels, Mouse Pads, Mugs, Multi Purpose Labels, Name Tags, Note Cards, Notebooks, Ornaments, Pens, Photo Books , Postcards , Posters, Rack Cards, Rubber Stamps, Sticky Notes, Tote Bags , T-Shirts - Ladies, Wallet Calendars

Method(s) of Payment
Visa
MasterCard
American Express
Discover Card
Check
Refund and Exchange Policy
The business states they are committed to customer satisfaction. They will reprint or refund the cost of any product that fails to meet our customers quality expectations. The business states they guarantee that you will be satisfied with the quality of our products. If you are not satisfied with any product, please contact Customer Support within 30 days of receiving your order. If you have not received your order by the time it was promised, please contact Customer Support within thirty days from the date it was promised to arrive.
Alternate Business Names
Vistaprint N.V. Vistaprint USA, Inc.
Industry Tips
Finding a Reliable Printing Business - 5 Tips - Video Five Steps to Building an E-Commerce Site - Video Five Steps to Building an E-Commerce Site for Your Small Business Printers

Additional Locations

  • 95 Hayden Avenue

    Lexington, MA 02421 (866) 614-8004

  • 1
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BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

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  • Billing or Collection
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  • Guarantee or Warranty

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BBB Complaint Process

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Complaint Detail(s)

8/21/2014 Guarantee/Warranty Issues
8/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They keep sending unsolicited emails. My email is **************@charter.net. Unable to unsubscribe. Cease and desist.

Desired Settlement: Fire the advertising morons who think this is a good practice. They get so much bad publicity that no one will buy from them.

Business Response: Dear ****,

Thank you for contacting Vistaprint regarding not being able to unsubscribe from our email marketing.
We understand how frustrating this may be and we sincerely apologize for the inconvenience caused.

I will enter the email address "**************@charter.net" into our unsubscribe tool.
This will stop all emails you receive from us. It usually takes 3 – 5 business days for all emails to be
cleared after the request is made. We will also use this opportunity to have our engineers investigate
to see why the unsubscribe link on the emails sent does not work.

Again, we sincerely apologize for the inconvenience caused. 

Thank you for choosing Vistaprint. 
    
Sincerely,
    
Intraday
Intraday Coordinator
**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2014 Billing/Collection Issues
7/29/2014 Problems with Product/Service
7/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for a website, the website took over the amount of time agreed to make changes and make live. Vistaprint made the site live on 07/12/14 with out my knowledge and the information is incorrect there for misrepresenting my products and services. I have made several calls to work through the details of the changes that needed to be made with no call back.

Desired Settlement: I would like a full refund, also my domain name to be permanent and an alternative company be able to retrieve the domain so I am able to have the correct website made. I am entitled to the rights of my domain. www.bellejojewels.com

Business Response: Dear******:

Thank you for contacting Vistaprint informing us of your dissatisfaction with the website design.
Since your complaint, you have made contact with us to have the website cancelled and refunded (your request was honored).

I can also confirm that you paid for the domain name transfer and were advised on managing the domain name going forward.

We sincerely apologize for the inconvenience caused and hope that you will give us another opportunity in the future to win your satisfaction.

Thank you for choosing Vistaprint.

Sincerely,
    
Intraday
Intraday Coordinator
###-###-####

Consumer Response:

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/4/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i ordered Banners from Vistaprint and the sent them to me when i received them the printing was so blurry and we could not used them and i sent at least 3 emails to them and informed them of the problem they never replied and i called at least 4 or 5 times and left them a message again they ignored my calls and my emails they never tried to call or email me

Desired Settlement: cash refund or credit refund or reprint the Banners

Business Response: Dear ***:

Thank you for contacting Vistaprint regarding the issue.

We sincerely apologize that you did not receive a response to your complaint when you made contact with us.

We have investigated to find out why you were not provided with a response and can confirm the last contact on your account was May 11, 2014. On this day you were refunded the shipping cost on your order re a promised that was made to you previously.

We checked into the issue of your Banners being blurry and can confirm that the images you provided were below the required specification and would not give the required result.

At this time we will be happy to assist with your request for a refund, because reprinting using the same artwork would not address the issue. You may see the refunded amount reflecting on your statement in 3-5 business days.

Please feel free to review the specifications you provided and the requirement to print a banner that would fulfill your expectation.

For the horizontal medium banner you provided artwork size 87 x 57 mm the required should be 121.4 x 76.7 cm at 75 dots per inch
For the vertical large banner you provided 70 x 65 mm and the required should be 76.7 x 182.4 cm at 75 dots per inch

Please keep in mind that a resolution warning would appear if the artwork provided was not satisfactory (please see file attached).

Again, we apologize for any inconvenience caused.

Thank you for choosing Vistaprint.

Sincerely,
    
Intraday
Intraday Coordinator
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Vistaprint send me an email to reconsider their services. They will give 30 days free of charge. When I call about the email they told me I had to pay , before they could give me my free 30 days. That's false advertising to customers. I tried to explain it to the young lady, but she wasn't trying to hear me. I have the email. If you send an email and asked to reconsider, there should not be a charge.

Desired Settlement: My thirty days free like the email said. Reconsider.

Business Response: Dear *****l:

Thank you for contacting Vistaprint regard the issue you had with customer service.

We understand from your complaint, you did not get the help you were looking for when you called and we sincerely apologize for any inconvenience caused.

Please feel free to forward the email you received, so we can investigate an assist you further.

You may reply directly to ****************** .

Thank you for choosing Vistaprint.

Sincerely,
    
Intraday
Intraday Coordinator
###-###-####

Consumer Response:

 The email address they are asking to send email is bouncing back. Not a good email address for me to forward the email. 

 

 

 

Business Response: Dear ******:

We are sorry to hear the email is bouncing. However, it is a legitimate email address that is currently in use.

Please feel free to forward the requested to ************************ or you may attach the file to your complaint.

I sincerely apologize for any inconvenience caused.

Thank you for choosing Vistaprint.

Sincerely,
    
Intraday
Intraday Coordinator
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vistaprint offers a web hosting solution that its customers can use to advertise their business. One of Vistaprint's customers has created a website that is selling Dish products and satellite service illegally. Who ever their customer is who created the website is NOT an authorized Dish dealer. I've have been trying to contact ******** ******** at Vistaprint for 4 business days. I have left numerous messages for her to contact me. Every other person I have spoken to a Vistaprint states that Ms. ******** is the correct person to speak with. It is not unusual for criminalist to stand up websites offering Dish services. Unfortunately, many people fall for these scams and sign up for satellite service on these fake websites, not realizing they are being ripped-off. Every couple weeks we discover that a fraudster has created a fake Dish website. 9 times out of 10, we contact the hosting company and they take down the website; but Vistaprint isn't even speaking with me or returning my phone calls. In the meantime, the fake website remains online and people are falling victim. We learned of this scam because a customer called Dish wanting to know why they didn't get installed because they paid $400 to the fraudster running this website.

Desired Settlement: If Vistaprint would just return my phone calls, I could explain the situation. The website that they are allowing one of their customers to run (http://dishshared.webs.com) is scamming people out of money everyday and needs to be taken down.

Business Response: Dear ****:

Thank you for contacting Vistaprint regarding fraudulent use of a website hosted by webs.com.
As you may be aware, we are the parent company of webs.com; however, our systems are not integrated.

To ensure that you are connected to the correct team who will handle the issue, we recommend you click on the link below
www.webs.com

At the bottom of the website, please click Report a Site to share the information you have, a member from the risk management team will reach out to you.

We hope the information provided was helpful and we sincerely apologize for any inconvenience caused.

Sincerely,
    
Intraday
Intraday Coordinator
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have previously sent my bank statements proving that vista charged me three times for one order of 28.47. They credited one charge but still owe me one. I had one order total of 28.47 for twenty invitations. No one is handling my complaints and this company owes me 28.47

Desired Settlement: 28.47---I can take calls in the afternoon.

Business Response: Dear *******: As stated in the previous response to you (Complaint ID: ********), the Bank state you sent has three transactions from Vistaprint. Two debits for orders placed and one credit (a refund for the initial order). We ask that you highlight the transactions on your statement you are referring to, as initially you said there were four transactions and your new complaint says three. Please be assured that for a refund to be honored we would need proof for the transaction you would like to be refunded. We will try to reach you in the afternoon when you are available, in order to assist you further. Thank you for choosing Vistaprint. Sincerely,  Intraday Coordinator **************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. 

I have sent my bank statements numerous times. I was charged three times for one order. If I quoted four times, I meant three. Isnt one order 28.47? I had only (one) order. My acct has three debts with only one being credited. I am attaching another copy with all three being highlighted in yellow.  05/06/2014 Cash Purchase Debit VISTAPR*VistaPr VISTAPR*VistaPrint. *********** CA CASH **** $ 28.47 0.00 05/06/2014 Cash Purchase Debit VISTAPR*VistaPr VISTAPR*VistaPrint. *********** CA CASH **** $ 28.47 0.00 05/06/2014 Cash Purchase Debit VISTAPR*VistaPr VISTAPR*VistaPrint. *********** CA CASH **** $ 28.47 0.00

Business Response: Dear *******: We made contact with you but we were not able to come to a resolution, as you are insisting we charged you three times for one order. Please see files attached as explained that you place one order (with error) for $28.47 and sent an email asking us to fix the error. However, you had gone online and placed a new order to correct the error. This was brought to your attention in the email response; we cancelled the order with error and processed a refund immediately. You have highlighted the three transactions on your statement, which is what we have been saying to you in our response.  You only received one order which is the one that was not cancelled. We have attached a file showing the two orders placed. You were charged twice refunded once and received one order. We sincerely apologize for any confusion or misunderstanding. Thank you for choosing Vistaprint. Sincerely, ******** Intraday Coordinator **************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I was charged three times, refunded once. So still charged twice for one order.  My bank statement shows this.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/06/2013 I ordered marketing materials, invitations,4 sides style, but received improper merchandise. I was shocked for it was completly different than the selected design. Instead the folded invitation, I received postcards with no room for stamp and no room to enter the delivery address. To make matters worse, these faulty product is too big to be mailed inside a regular envelope and too small to send in a larger envelope I submited a complaint to the company, and a representative contacted me by leaving a message in my answer machine, I returned the call and left a message for the representative, but she never called me back. I did 2 more calls annd left messages to no avial

Desired Settlement: Rep;acement of material. I still have the box full of bad design cards, which I would like to return to VistaPrint and in return I ask that my original order be fullfilled correctly

Business Response: Dear ****: Thank you for contacting Vistaprint regarding your dissatisfaction with your order for December 6, 2013. We would like to assure you that our system is automated and once the order is placed it goes into a queue for printing. Your order was placed online, therefore you did not receive help from a representative to place the order. We have investigated the issue and can confirm that your order did not include folded invitations as stated in your complaint (please see file attached). Please keep in mind that you ordered four sets of Postcards (front and backside) and we do not offer folded Postcards. When an item is selected on the website, the area where the information is added to the product does state what product you are working on, this also shows in your shopping cart before the order is placed and on your order confirmation (an email is sent once the order is placed). Please feel free to log into your Vistaprint account and review the items ordered, as a reorder would not address the issue, since you are looking for folded cards and not flat cards. As a courtesy, we have issue a credit on your Vistaprint account ($101.96), to assist you with a new order for the correct product. We sincerely apologize for any inconvenience caused. Thank you for choosing Vistaprint. Sincerely,      Intraday Coordinator **************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a domain through VistaPrint. Now I find out they tricked me into allowing them to register my domain name with them and now they want to charge me a transfer fee in order to be able to own my domain name. This just seems plain out devious and underhanded and unconscionable.

Desired Settlement: They stop this practice immediately.

Business Response: Dear *******: Thank you for contacting Vistaprint. We gather from you complaint that you were not aware of our Terms and Conditions for Domain Name creation. Though we understand how you may feel, we want to assure you that this information is available to all users of the website; Terms of Use - Acceptance of Terms of Use - Hosting Services Terms and Conditions http://www.vistaprint.com/vp/websites/terms-and-conditions.aspx . This section has clear information regarding Internet Domain Name creation, please see excerpt below. “Member may request Vistaprint to acquire, if available, customized top-level domain name(s) for use in connection with the Member Sites as part of an upgraded Hosting Service (collectively, the “Member Domain Name”). Subject to clause (c) of this Section 26, Vistaprint will use its reasonable commercial efforts to register the Member Domain Name if available and, if successful in registering the Member Domain Name, will serve as registrant with respect to such Member Domain Name and will own and control the Member Domain Name (“Registrant”). Customer will not have any ownership interest in any such Member Domain Name, but will have a limited, revocable, nonexclusive, non-transferable, non-assignable, license to use such Member Domain Name solely during the term of the Member's Hosting Service Account in connection with the operation of its Member Sites through the Hosting Service. Without limiting the generality of the foregoing, upon any termination of Member’s Website Account, Member will have no further access to or use of the Member Domain Name.” Please keep in mind that Vistaprint registers all domain names created on the website and if customers decide to transfer their hosting services to another registrant; it would mean they would leave with a domain name that’s already paid for. As such, we offer the customer the option to purchase the name, in order to facilitate a transfer. We sincerely apologize for any inconvenience caused.   Thank you for choosing Vistaprint.   Sincerely, Intraday Coordinator **************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/30/2014 Billing/Collection Issues | Complaint Details Unavailable
5/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Before attempting to make a purchase from the vistaprint website, I purchased a groupon that was precisely $27 for $70 worth of product from their website. After going through their online selection and selecting a variety of products I was given a total at about $84 dollars. After seeing this total I attempted to navigate through their checkout process for a prompt that would lead to the input of my groupon code. However, what happened was that through an overly streamlined checkout process my order was completed without any confirmation or review what so ever. I then contacted the company to notify them of my inability to use my previously purchased groupon. I was then informed by customer service representatives, less then 12 hours after my order, that it was now too late to cancel my order and that my groupon was not valid for this entire order since they had a storewide sale currently ongoing. However, this was previously not made exceedingly clear to myself nor was there any mention of my groupon not being available for this current order. Contrary to my requests, vista print was firm in their resolutions of not canceling my order to allow me to create a new one without their sale prices and with the limitations of the groupon in mind. The best that they could do was offer a partial refund to my PayPal account that was immediately charged by them in the first place due to their checkout process lacking any sort of confirmation or review at all. To recount what my issues are, the vista print checkout process immediately charged my PayPal account without any form of confirmation due to an accidental error made while navigating the process and negotiations with customer service were then further complicated with previously unknown and unadvertised limitations of their sale affecting the usage of a groupon that the company themselves put out. Vistaprint has provided me with an abysmal customer service experience and I am resolute to never provide them with my patronage again.

Desired Settlement: Vistaprint has the responsibility to cancel my original order and refund me the full amount, not partial amounts, so that I may use the original groupon with the previously unknown limitations at hand.

Business Response: Dear *******: Thank you for contacting Vistaprint regarding the issue with your order. We understand your experience was not satisfactory and we sincerely apologize for any inconvenience caused. Based on your complaint we must answer to the factors that resulted in your dissatisfaction. 1. When a customer purchases a coupon from Groupon, they are provided with clear instructions on how this is used and how to apply their coupon. Once purchased, the customer would receive a confirmation email with information on the discount and a link (typically saying "print my Groupon"). The customer can click on this link and get taken to their Groupon account where they can locate the voucher link (typically in the form of a .pdf) which contains the coupon code. The coupon redemption file has a disclaimer for the offer as well as the instructions on how to use it. If the customer goes directly to the URL provided in their instructions, they will not get a chance to see any other Vistaprint discounts. 2. We investigated the issue and found that your order was placed using a Vistaprint offer because the URL provided by Groupon was not used. This resulted in your order being reduced from $135.99 to $84.81. 3. You wrote to Customer Service to inform of the issue “As this order was created only moments ago I am confident in your ability to either cancel this order or apply the groupon and refund the difference.” It was then that we assisted with a refund of the difference you would have saved if the Groupon offer was used URL $28.39. You wrote again, letting us know the amount refunded was not correct as you paid $84.81 for your order when you should have paid only $13.00. Please keep in mind that the coupon is designed to work if the customer goes through the correct steps provided and Groupon also states that shipping and processing is not included. 4. We are sorry that at the time you notified us, we did not take the opportunity to cancel the order to allow you to get it done using the coupon. Please be assured that we are able to assist with canceling an order before it is printed, but we thought it would save time by assisting you with a refund of the difference since you stated this was an option (“As this order was created only moments ago I am confident in your ability to either cancel this order or apply the groupon and refund the difference”). 5. We do appreciate your feedback on our checkout process and will forward this information to the relevant team for review as we work to improve on our services.  Your order was paid for using the PayPal option and before payment is requested the shopping cart would display the cost to you for the items and you would also have selected your shipping speed. When a customer connects to PayPal they are agreeing to payment for price seen and this will go through once they put in all their vital information.  You made contact with us on May 23rd and was assisted with a refund of $46.43. At that time, we were not able to assist with cancelation since some of the items where already shipped. Therefore, the only cost kept for your order would be $9.99 (shipping cost). Again, we apologize for any misunderstanding and inconvenience caused. Thank you for choosing Vistaprint.

Sincerely,     
Intraday Intraday Coordinator
###-###-####

Consumer Response: My issue with Vistaprint is multifaceted and is not solely based on the issue of the Groupon. The other concern that I have with Vistaprint is that they're checkout process is far from being transparent and is formatted to be providing the company with an ill gotten advantage over their customer by attempting to eliminate the customer's ability to thoroughly review their order. Vistaprint states that they have a 100% customer satisfaction guarantee which I quote "At Vistaprint we’re dedicated to providing 100% customer satisfaction. If the products you ordered fail to meet your expectations, simply contact us and we’ll do everything possible to see that you’re happy with your Vistaprint experience". I am clearly unhappy with my order and I originally simply wanted to cancel it so that I may create a new one, however their responses and actions are indicative  of a company who will say anything in order to make a sale and avoid any kind of scrutiny on their practices and product.

Business Response: Dear *******: We understand how you may feel not getting your order canceled on the initial request, but as stated in the previous response we assisted you with a refund because this was also one of your preferences in your email to us. At Vistaprint, we adhere to all legal and ethical standards for our product and service offerings. Your feedback is valuable to us and has been passed on to the relevant team for review. We do apologize for any confusion or inconvenience experienced.   Thank you for choosing Vistaprint.

Sincerely,     
Intraday Intraday Coordinator
###-###-####

Consumer Response: Once Again,  Yes I am concerned with the legality and ethics of how Vistaprint runs their business, but this is not my main issue. My main problem is that I was not satisfied  with the partial refund that was given to me, I am a college student with a multitude of expenses so accidentally spending over one hundred dollars ($27 for the unused Groupon and then getting charged $80 on Vistaprint) is not acceptable with me. I am not satisfied with the product or customer service, and I had requested my order to be canceled and a full refund made. As such things did not happen I am not 100% satisfied and according to the Vistaprint policy I should be further helped until I am adequately satisfied. This entire situation could have been avoided if my order could have been canceled when I initially requested it and a refund was made. Instead, it seems that Vistaprint will go to any length to take as much as possible from their customers as they can much to the contrary of their stated policy information. I would appreciate if vista print didn't continue to write responses that don't have to do with the issue at hand. Yes, i know, how to use a Groupon and understand that your company is run by legal standards. this information is not useful or helpful to me.   

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: From ***** ******* **** loans I called into vista print today to speak with someone about a refund that was made out to an employee and explained that the refund was to be made out to the company president. The vista print agent said I could just hold onto the check or throw it away.

Desired Settlement: Cancel the check that was made out to the employee and processed the check in the right name which is> ***** **** who is the president of the company. Make check payable to the right party. ***** **** $39.92

Business Response: Dear *****: Thank you for contacting Vistaprint to let us know about the experience you had with customer service. We understand your experience was not satisfactory and we sincerely apologize for the inconvenience caused. We have investigated and found that the check refund request came from an account under another person’s name (not ***** ****). The billing/shipping information on this account does not have the name ***** **** and so the check was made out in the account holder’s name. We tried to reach the account holder by phone without success, so an email was sent requesting a confirmation that she would like us to print the check in your name instead. As soon, as confirmation is received we will process the check in your name. Again, we apologize for any inconvenience caused. Thank you for choosing Vistaprint.   Sincerely, Intraday Coordinator **************

Consumer Response: Better busness bureau, we are privately owned organization.  We hire temps or even random volunteers to asisit with duties here.   The persons name would help bette keep my abreat to who was handling that business.       I am solely the owner of this company.....    Please make my check payable to ***** **** $39.95 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a "design your own" webdesign package from Vista Print in Feb 2014. Vistaprint advertises that the "design your own" package is easy and user-freindly but that was not my experience. I had to contact Vista Print constantly to get help. Because I was having issues with designing my own webpage I decided to purchase their "******** ***" package. I thought that would be easier and more effective. The design representative advised me that after payment and once I submitted my design request, there would be several stages to the process and it should take no more than 2 weeks total to complete the webpage. First, someone would contact me to confirm my request.(I recieved a call from someone within 7 days of payment) Second, a webpage preview of my design request would be emailed to me,( came about 2 weeks later) , Third any changes or adjustments would be submitted on the preview design package ( I sent the adjustments shortly after as requested) and the final preview and product would be emailed to me to complete the process. Noone from the design team followed up on the final stage. I called over and over to speak to someone regarding the final preview of the webpage. I asked to speak to a Manager, but no one would direct me to a manager but instead gave me a number to contact the design team. Noone at that design team contact number I was given had any idea of my account and could not assist me, but instead told me I was given the wrong number and should call back Vista Print's main number. I did that several times within that week. Finally someone did call me back after I submitted a complaint on my preview page. I submitted all of my changes three times and each time I spoke to the representative via email or telephone she would say they never recieved it although I has sent it to the email address she gave to me. I did speak to someone from the design team after another week or two who stated someone will get in contact with me after I re-sent the changes. I havent heard from anyone from Vista Print or the design team since 3/31. I am very disappointed with their service. I would never recommend Vistaprint to any of my business associates.

Desired Settlement: I want Vistaprint to finish the job with the changes I requested. If they are unable to do so I want full compenstation.

Business Response:
Thank you for contacting Vistaprint regarding the issue with the design for your website.

We understand your experience was not satisfactory and we sincerely apologize for any inconvenience caused.

We will definitely review our processes to look at ways in which we can improve, in order to prevent similar experiences.

I can now confirm that your website design is set as completed, however, we would still like to hear from you regarding your design, as your complaint suggest that there are outstanding revisions.
We have made several attempts to reach you without success. Please feel free to respond to the voice messages you were left, so we can be updated on the issue.

We have gone ahead and assisted with a full refund for design fee paid, due to the inconvenience caused.

Again, we apologize for the inconvenience caused and look forward to assist you further.

Sincerely,
    


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I hve had website services with this company for more than 3 years now. I skipped payment for services during the month of April during which my services were suspended. I resumed services on 5/01/14 and was double billed 34.96 on 5/01 and 35.96 on 5/02. I would like one of my payment reimbursed.

Desired Settlement: I would like to have the charge on 5/2/2014 refunded.

Business Response: Dear ********: Thank you for contact Vistaprint regarding the issue with your website billing. We have investigated the issue and found that payment for April 2nd declined on several attempts, which then caused your website to go into suspended status. While your website is suspended for non-payment, it is still visible on the web, but you would not be able to make edits to the site. In order for the services to be restored, outstanding payment and payment for the current month would be collected first. Please keep in mind that for electronic services; the method of payment would be recurring billing, which will automatically take payment on your billing date. Therefore, if we try to collect payment on the due date without success, several attempts will be made until the outstanding amount is collect.  For future, we recommend you make contact with us if you wish to disable your website temporarily, because there are no options to skip payment since this goes through automatically. This would prevent undue charges on your account for the period/periods in which you would want the website disabled. We sincerely apologize for any confusion or inconvenience caused.  Thank you for choosing Vistaprint. Sincerely,   Intraday Intraday Coordinator **************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bait and switch and poor customer service, rude employees are additional complaints To whom it may concern; I received a substandard product back in 2012. The print was so small that it was illegible. I called to give the company another chance and order some cards, at which time a staff member said I could receive 1000 cards for 14.99. I told him that I had not designed my cards and he stated to call him back after I designed them and was ready to order. I called back only to be treated in a condescending manner by a staff member who repeatedly said that we do not have that special to offer you. I asked her if I could speak with a supervisor and she kept repeating that the supervisor would not say anything different. I called back four additional times and was treated in the same manner. I finally spoke with a supervisor who was rude also talked over me. She did not listen and talked about my feelings and not the facts. Here are the facts: 1) I received substandard cards on the previous order 2) I was told by your staff that he would give me the promotional 14.99 price for the 1000 cards for my inconvenience. 3) I was then told by four other staff and one supervisor, [all condescending and rude, very poor customer service!] that your company would not honor that price. 4) The bait and switch antics of your staff is illegal 5) Your staff provides poor customer service. 6) If I were a mystery shopper your staff would have failed in customer service. 7) According to colleagues your company has a poor reputation. Now that I have provided you with facts and not feelings. I want your company to send me my cards. Please respond within the 24 hours.

Desired Settlement: Complimentary Cards and an apology.

Business Response:
Thank you for contacting Vistaprint to inform of your dissatisfaction
with your customer service experience.

We understand how you may feel and we sincerely apologize
for any inconvenience caused.

We are in the process of providing coaching to those
employees were not helpful when you informed them of your issue.

We are sorry you were disappointed with your first order of
Business Cards and hope that the new order you were assisted with today will
turn out as expected.

Please feel free to make contact with us if there are
issues, so we can address them in a timely manner.

Again, we apologize for any inconvenience caused.


Thank you for choosing Vistaprint.


Sincerely,



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I tried to add a "**** ***" so that I can get verified by ****** and do some search engine optimization to promote my online store. However, the website always shows that they met some technical difficulties, I waited for 3 days and the problem still existed, then I called their customer services and reported this problem. They identified the problem and issue a ticket shows that their technicians were investigating the problem in the middle of this February, now nearly 2 months past and the problem still remains! For me, maybe it is not a big deal and I can always find other ways to promote my business! However, for a business who promised and provided a certain service but can not fulfill its function, it is a fraud! I have to report this issue in case other people get tricked!

Desired Settlement: Solve the problem within April!

Business Response: Thank you for contacting Vistaprint regarding your dissatisfaction with the website service.
We sincerely apologize for any inconvenience caused not being able to add **** ****.

Please respond to this email ****************** and provide your account information, so we can investigate the issue and provide a resolution.

Again, we do apologize for the inconvenience caused and look forward to assisting you.

Sincerely,
    

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My debit card numbers were confiscated, and the perpetrator purchased over $80 of merchandise from VistaPrint. My bank requested that I call the company directly to explain the situation and ask for a refund. My mother called for me on Friday, March 21, 2014 as I was unable to call and I am currently living outside of the United States. She talked to a woman named ****** who said an email would be sent within 48 hours to seek further information about the purchase and the confiscated debit numbers. As of Monday, March 24, no email had been received, and I made a phone call to seek further information. I was put on hold for an extended period of time (over 20 minutes) in which the woman I was speaking with again told me I would receive an email within 48 hours. On Tuesday, March 25, I called again, this time spending over an hour and a half on the phone (mostly on hold) to try to resolve the problem. The lady I spoke with told me again I would receive an email within 48 hours, and I asked to speak with a manager because nothing was being done to solve my case. I spoke with a lady named ******** who I was told is a supervisor in the company. I explained my situation, but she said because I don't have an account with them there was little they could do to solve the issue. She told me that an email would be sent within 2 hours seeking further information to which I responded by asking why they couldn't ask for the information over the phone. She was unwilling to do so, and as of today (Thursday, March 27), I still have not received said email.

Desired Settlement: I am very frustrated with the company. The amount purchased from the company was $81.66 on my debit card which was stolen. The company has been very unwilling to help resolve the issue. As a customer, I feel as if they are protecting the thief rather than helping the victim. I would like my money refunded as soon as possible as I have bills to pay at the beginning of the month. Never have I ever worked with a company that makes a refund so difficult to attain.

Business Response: Dear *******,   Thank you for contacting Vistaprint regarding your request for a refund as there were fraudulent charges on your Debit Card for a purchase made on our Website.    In your complaint you mentioned the poor level of customer service you  received and the unwillingness to help resolve the issue. I apologize for  this and we will take full responsibility for it and will evaluate the  communications between you and the representatives to determine what action  must be taken.   In regards to the refund, I requested additional information from you which  you did provide on Fri 3/28/2014. With this information, we were able to  locate the Vistaprint Account from which the order was placed with your  Debit Card. Based on the fact that the account has fraudulent activities a full refund was issued to you for the amount of $81.66. Once again we apologize for the inconveniences this has caused. If you have  any concerns please feel free to contact us. Sincerely,      Intraday Coordinator **************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: vista print double charge me for an order I place. I first opted to pay via check so I mailed a check, but then I changed my mind and pay via visa. Vista print processed the order and shipped the product, but then 5 days later, they cashed the original check I mailed. Why did they cashed the check when I had already paid? I have provided proof via fax to vista print about the charges ************** I still have received no explanation as of to why, and no refund has been issued, even though I have begged them for the money, because I don't money for my children's food

Desired Settlement: a refund

Business Response: Dear ****: Thank you for contacting Vistaprint regarding your request for a refund. We are sorry that your check was cashed after you released your order with a credit card payment and we sincerely apologize for the inconvenience caused. The reason for this happening is that, all checks sent for an order is cashed once the remittance name says Vistaprint or Vistaprint B.V. After the checks are processed the orders are released for printing.  We find that customers may want to release their orders earlier than it takes to receive and process their checks, so they release their order using a credit card. Once this is done, we recommend the customer stop payment on the check sent, because we don’t get the opportunity to see that the order was already released before the checks are deposited. We want to assure you that we did receive the fax you sent us, the refund check will be processed and mailed. This may take up to three weeks to receive. Again, we do apologize for the inconvenience caused. Thank you for choosing Vistaprint. Sincerely,  Intraday Coordinator **************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This complaint was closed, however, I never accepted the business response. Their response stated that they were going to issue a refund, however, that is not true, They have not issued a refund. Everything I call, the rep asks me the same questions all over again, and tells me they are going to look into it. Why are they such liars?

Business Response: Dear ****: We realized that your Vistaprint experience was not quite what you expected, and as a result, we would like to extend our sincerest apologies for any inconvenience or problems you may have encountered. You were promised the refund check would have been processed and mailed when you made contact, but this did not happen. We are sorry for the delay and want to assure you that the Finance department mailed the check as at March 18, 2014. This is not a typical experience, however, we will learn from this, so that we can offer our customers the service they deserve. Again, we apologize for the inconvenience caused and hope you give us the opportunity to win your satisfaction in the future. Thank you for choosing Vistaprint. Sincerely,  Intraday Coordinator **************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a purchase from Vista Print in November of 2013. They offer various memberships, but the only one I signed up for was a free one (which has been verified through customer support). I have been charged a recurring $6/month every month since placing my order. On Feb 11 I called customer support and they were unable to assist and told me to contact a different department. On the 12th I sent an email with all of the information I was told they would need to investigate and correct this issue. The same day I received a response saying there was no attachment present. There was never supposed to be an attachment and I responded stating that I provided everything I was told to and asked if they needed some kind of attachment. On the 13th I received an automated email stating that this was forwarded to their fraud department and I would receive a response in 2-3 business days. Nearly 3 weeks later on March 2 I still had not received a response and emailed them asking for an update; they responded two days later saying the information had been forwarded to a leader who was doing follow ups and would contact me that day by telephone. I never received a phone call nor another email. I gave them a week and send another email on March 11 asking for a follow up as they insured me I would have one a week prior. I still have not received any response to this email. This is HORRENDOUS customer service and fraud.

Desired Settlement: The money is not an excessively large sum, but I would like my money back and I would appreciate an apology for this awful fiasco Vista Print calls customer service. If they are having issues solving the case they need to update the customer of this when they promise a response in a specific time period.

Business Response: \

I understand how you must feel about not getting a response to your complaint and I sincerely apologize for any inconvenience caused.
I did some research and was able to locate the information you submitted for investigation.
An account was located under the email address *********************. We found that there were 3 charges of $4.99 for email marketing services, which was selected
during an order for October 27, 2013. I can confirm that this service was cancelled and refunded on March 5, 2014 and you should now be seeing the refunds $4.99 x 3 on your online statement.

Again, I do apologize for the inconvenience caused.

Thank you for choosing Vistaprint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I started my 2nd business seen vista print on TV so I gave it a try, Started with business cards picked out the ones I wanted ordered them when I got them the colors weren't even close to what I ordered, So I went to a different color they were ok when sent. Now Black and Red is now my colors for my business.So now I ordered calendar's, pen's, hat's, t-shirts everything Black and Red not hard. I got black n orange, called them the girl was not nice at all but she did reordered everything she said with the right color at no charge, Now they sent me Black n Rust color, called them again, emailed them about this problem again, customer service said they would fix it and use a brighter RED. Ok got my new order on 3/5/2014 this has been going on for a month now my ordered now was Black n Orange "again" RED a common color that's all I want now I have a box of useless t-shirts and all the rest stuff. There ink is very thin looks like its watered down, That's the problem the black shirt is coming thru the ink. This company can't get 1 common color right. RED

Desired Settlement: I DO NOT Want Anymore T-shirts or Hat's...

Business Response: Dear ****: Thank you for contacting Vistaprint regarding quality issues with your order. We understand your dissatisfaction with the color issue and we sincerely apologize for the inconvenience caused. We can confirm that all items ordered were the same color. Yet, there is inconsistency with the reprints. Though there may be differences when the red is printed on clothing and card stock, red should not be printing orange and yellow should not be printing green. At this time, we would like your help to investigate the issue, so we are asking if you could send us digital samples of the items received by email ***@vistaprint.com. Also, because we were not successful in getting your order done correctly, we will be refunding the cost paid for the T-Shirts and Hats. This will be two check refunds of $121.48 and $60.49. Please confirm if the address below is correct, so we can mail your refunds. **** **** *** ******* Dr **** ***, PA ***** Again, we do apologize for the inconvenience caused. Thank you for choosing Vistaprint. Sincerely,  Intraday Coordinator

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 3 vouchers from Vista Print. When I went to redeem the first voucher I could not figure out where to put my code. I emailed them and they stated that I had to give them the code and they had to add it. I replied with the code, it was added and the order was placed and received. I contacted them several times in 2013 to redeem the last 2. I started in October and again in November. I yet to have heard back from them. I recently tried to REPLACE that order I had in my cart in October and they told me the voucher expired in January. If they would have emailed me back when I originally contacted them I would have the full value of the vouchers. 1 was for $70 and the other for $50.

Desired Settlement: I would like to use the full value of both my vouchers. This is not the first time I had issues with this company, I am about ready to find another local company to do my business with.

Business Response: Dear xxxxxx:

Thank you for contacting Vistaprint regarding the issue with your order.
We understand that you are not happy with your Vistaprint experience and we sincerely apologize for any inconvenience caused.

In your complaint you mentioned that you purchase three coupons from Vistaprint, however, we do not offer coupons for sale.
We are sorry to hear that you were not advised on how to apply the coupons you purchased when you made contact with us by email. The representative should have provided clear instructions on how to apply a coupon to an order. We would like to assure that when a customer purchases a coupon from our affiliates, they are sent the coupon code with instructions on how to redeem the offer.

Please keep in mind that the instructions sent with your coupon also provides an expiration date; this is so the customer is aware of the time in which they have to redeem the offer.

You stated that we did not reply to your original emails regarding the coupon issue, which would have allowed you to have full value of your coupon. However, we cannot verify receipt of those emails on your account.
We are not sure if the correct channel was used to send those emails, which would allow for a response within two business days.

At this time, we would not be able to assist you with a refund for the coupons that were not redeemed.
We recommend you make contact with the company you made your purchase and request a refund; which would be the cost paid and not the coupon value.

Again, we do apologize for the inconvenience caused.


Sincerely,
    
Intraday
Intraday Coordinator
xxxxxxxxx

Consumer Response:

 I have recently contacted them with no reply either. They are good for ignoring emails. As I stated the vouchers were living social and groupon. I never received an email on how to redeem them. As I stated the first time I used a voucher a vusta print rep told me to email the voucher number that they had to put it in. They decide to change it and not notify customers. I was waiting a response and was never going to get one. I see how they screw their customers. I will use the amount paid for the vouchers but that is it. I will use a local place that has comparable prices and I will be sure to spread the word on Vista Print...lying scammers!!!

 

 

 

Business Response: Dear xxxxxxxx:

We understand how you may feel not being able to reach us, but as stated in the earlier response we are not sure what channel you are using to do so.
On your account, we can confirm that your last telephone contact was August 28, 2013 and email contact was September 20, 2013.
If there is another channel that is being used, which is different from what you were using in the past, please let us know.

As it relate to the coupons you purchase from Living Social or Groupon, I have attached a sample email of what a customer is sent after their purchase. This email would provide the customer with their coupon code and instructions on how to redeem the offer.
If the customer makes contact with us seeking help to apply their coupon, we do apply the coupon instead of asking the customer to go back to their email and follow the instructions.
We can assure that we do not make changes to the coupon codes, as these codes are provided by Living Social or Groupon.

We do apologize for any inconvenience experienced.  If you have any additional questions or concerns, please feel free to visit our Contact Us page for customer service options: www.vistaprint.com/customer-care/contact-us.aspx.

Thank you for choosing Vistaprint.

Sincerely,
    
Intraday
Intraday Coordinator
xxxxxxxxxxxxxxxx

Consumer Response:

 They are liars. They claim my last email was in September and they claim they emailed my vouchers to me. Out of the 3 vouchers purchased I never got 1 email. I asked for proof of that. They can not provide it. They claim my last phone call weas last year, it is funny I sent an email AND called tbis month. This shows their records are inaccurate and they don't care about the customers.

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I receive at least one unsolicited email a day from this company.. I have unsubscribed when I recieve each email. I have written them countless times and each time they reassure me that emails will be discontinued after 10 days. The emails are never discontinued. Recently I telephoned and was promised that the emails would stop via their customer service department. They never ever remove me from their email list. This may seem petty but I absolutely feel it is my right not to receive unwanted emails. I cannot successfully block it w/o losing some of the other emails I really need to receive. I find both their attitude (lying) and their practices abhorrent. I want my email address removed from any and all of their mailing lists. Since they offer that option it should be fairly simple to do. This has been going on for months!

Desired Settlement: NO MORE EMAILS FROM THIS COMPANY, PLEASE.

Business Response: Dear xxxxxxx:

Thank you for contacting Vistaprint regarding not being able to unsubscribe from our email marketing.
We understand how frustrating this may be and we sincerely apologize for the inconvenience caused.

Your attempts to unsubscribe, obviously from your complaint was not successful and we will use this opportunity to have our engineers investigate to see why the unsubscribe link does not work. Also, our records indicate that the representatives who assisted you followed all necessary steps to get your email address removed from our mailing list and again you are still receiving emails. This also is being investigated.

At this time, we would like your assistance with our investigation to have your email address removed from our mailing list. Please feel free to forward a recent  email received to cpr@vistaprint.com. This will help us tremendously, as we will be able to find the source of the emails. 

We would appreciate your help with this as soon as possible, so we can have a resolution to this matter.

Again, we sincerely apologize for the inconvenience caused. 

Thank you for choosing Vistaprint. 
    
Sincerely,
    
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:



They make their instructions impossible to comply with----The email address they provided in their message on this site, to send them one of their messages I have received,  bounced. Honestly I think they are all smoke and mirrors.
I have attached their very latest spam message AND the bounced messages as screen shots here.
Whatever glitch is in their software for subscriptions, is rendering it useless, or, alternatively, they do not have one at all and just enjoy driving potential customers crazy by giving them tasks to do that cannot be done.
This company claims to have an option to be unsubscribed, and that is not the case, therefore they are misrepresenting how they do business. 


 

 

Business Response: Dear xxxxxxx:

We understand how you may feel about your email that bounced and we sincerely apologize for the inconvenience caused.
We can assure you that the email address provided to you is active and is currently used to receive attachments from customers.

We would like to confirm that the email sample sent via BBB was received and forwarded to the relevant team, in order to remove your email from the mailing list.
They have confirmed that the email was sent from one of our affiliates and have submitted your email address to be removed from the list. You should stop receiving these emails in no more than seven business days.

We would still like your help with a clickable email sample, as we would need to get some codes from these links that would help us to determine if our affiliate is adhering to all legal and ethical standards for email marketing.
Please feel free to forward this sample to jyoung@vistaprint.com, this is a personal inbox and we expect that the email should be received without any issues.

Again, we sincerely apologize for the inconvenience caused.

Thank you for choosing Vistaprint. 
    
Sincerely,
    
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

 


I have forwarded one of your emails to the address you indicated, and also attach it here.
Does this mean you gave my email address to a third party which you cannot control?
I have done so many tasks at your company's request and wasted so much time on this-- Ive been told so many times that my address will be removed in 7 or 10 days, I would love to believe you but at this point I am skeptical. Please prove me wrong.

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a poster that I created as a course project for my second college degree, because I had a coupon available from a product I purchased through Wacom. During uploading the image for my poster, the website informed me that they use an inaccurate cutting machine, and that my important information stood a chance of being cutoff, but I submitted the poster as it was, because I didn't want to spend another 3 weeks altering this poster just to have for my personal pleasure. The poster didn't cut off any important material, but the ink seemed to have some streaking along the top right of the poster, which worries me about the quality that they promise to print. However, this isn't even my biggest complaint. The truck delivery worker didn't even leave my package notice, so it sat at the local post office for a week before I even picked it up. The poster was severely crumpled and damaged in transit, shipped through UPS and locally delivered by USPS, so I contacted both of them, and UPS said that they would handle the problem after I contacted VistaPrint. I contact VistaPrint who told me that they would be happy to print off a new poster for me to be shipped to me once more. I initially ordered the poster on Feb. 18, 2014 at 12:52 AM, and finally, on Mar. 6, 2014 around 6:30 PM, I was informed by the phone representative, that even though it was exactly the way I wanted it, they refused to print me off another poster because I had important text in the "cut-off" zone. An issue, that I clearly stated, I wasn't worried about, I just wanted a poster that actually looked new and wasn't crumpled up. The phone representative persistently refused to place the replacement for me unless I alter my image, or that I could have a refund.

Desired Settlement: Because I have now been waiting for this poster for 16 days, and have nothing to show for it, I would like to be refunded my measly $9.63 AS WELL AS get a new copy of the poster printed off. I have wasted over 2 weeks of my time waiting and hoping to see this poster in the mail, only to receive a damaged product, a faulty delivery, and a customer service experience that will ensure I never do business through VistaPrint again, unless I receive my refund AND my poster in acceptable condition.

Business Response: Dear *****: We understand your experience with us was not satisfactory and we sincerely apologize for any inconvenience caused. We appreciate you taking the time to speak with us when we made contact this morning. The system’s recommendations when a customer uploads their artwork, ensures that the customer is aware of what is required to make sure the information isn’t cut off and that they receive a satisfactory print. However, you were quite satisfied with how your poster printed and this was made clear when you spoke to the representative who refused you a reorder. You were assured that we will investigate the delivery issue and we will also use this opportunity to coach the representative involved, so this does not happen in the future. You were also told that a reorder was done for you at no additional cost, which is expected to be with you March 11, 2014. Again, we apologize for the inconvenience caused and look forward to assisting you in the future. Thank you for choosing Vistaprint. Sincerely,  Intraday Coordinator **************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Please have a supervisor call or email me in the morning. I am still going to the better business bureau. Vista prints service is terrible for 2014. This is ridiculous. Who took it upon themselves and did a refund. Your now saying the 25th but last week your rep said Thursday. Smh ? Hide quoted text On Feb 24, 2014 9:38 PM, < CustomerService@vistaprint.com> wrote: Dear Kimberly: I have reviewed the order and noted that the order was placed at 6 PM ET. It is for this reason that the order would not arrive until 02/25/2014, as the 02/20/2014 would be considered day zero. I do realize that your daugther's birthday was **/**/2014 and would not be able to have you receive the order before that date. Due to this, I have processed a refund in the amount of $95.96 to the Visa Card used to place order. I hope your day had a wonderful birthday. My congratulations to her. For additional information, please feel free to reply to this email. Sincerely, ****** Customer Service Representative Original Message: Date Sent: 2/21/2014 19:53 Wow... Thursday is way beyond 3 business days from the day I placed the order... On Feb 21, 2014 6:38 PM, < CustomerService@vistaprint.com> wrote: Dear ********: Thanks for contacting Vistaprint regarding your order. Regrettably, the fastest shipping option would be the 3 business days option and you would receive the order by Thursday. Additionally, only one coupon can be applied per order. I hope your daughter does have a great birthday! I am really sorry that we are not able to fulfill your needs at this time. Sincerely, ******* ***** Customer Service Representative Original Message: Date Sent: 2/19/2014 23:06 Order ID: *************** Emergency! I really need this order by or before Saturday ******** 22 my daughter s sweet 16 .... Also please apply These two coupons ********* And ******* Thank you Original Message 1: Date Sent: 2/20/2014 07:23 Order ID: *************** Emergency! I really need this order by or before Saturday ******** ** my daughter s sweet 16 .... Also please apply These two coupons ********* And ******* Thank you

Desired Settlement: I sm unsure who gave them permission to cancel my order and refund my account they also gave me conflicting dates of arrival. I never experienced this horrible experience with vista print but I am highly upset. Sitting around waiting for items that aren't even coming. Then they emailed me after 9pm.

Business Response: Dear ********: Thank you for contacting Vistaprint regarding the issue with your order. We understand that you are not happy with your Vistaprint experience and we sincerely apologize for any inconvenience caused. We have investigated the issue and found that you sent an email on February 19th after placing your order #***************, seeking confirmation on a delivery date for February **nd and also asking us to apply two coupons to the order that was already placed. The initial response sent by ******* informed that three business days delivery, would not allow for you to receive your order in the time expected; but she did not address the fact that your order was already placed and you requested to have coupons applied. So, a second response was provided by ******, who explained that based on the time your order was placed (our cut off time is 6PM eastern) you would not receive the order until February 25th.  She also stated that due to the expectation that you had, which we would not be able to fulfill, the order was refunded the full amount of $95.96. I want to assure you that even though we processed the refund for you, the order was never cancelled. Your order which carries a UPS tracking # ****************** was shipped on February 21st and shows a delivery confirmation of February 25, 2014. As it relates to the coupon information you provided, these coupons were never used on your order. A coupon code should be applied in the shopping cart at the time of your purchase and only one coupon can be used on an order.  We are sorry that we were not able to fulfill your order in the time expected, as we do not have a shipping option faster than three business days. Hence, a full refund on your order was granted and the order was still processed. Again, we do apologize for the inconvenience caused. Sincerely,  Intraday Coordinator ###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Someone sign me up for an account at Vistaprint 2012. I share the email address with my wife so either of our names can be on the account. I unsubscribed in 2012 from this account I am still getting emails advertising everyday.

Desired Settlement: Close account # ************** Unsubscribe from VistaPrint Data Base Name and address of person that refered me. IP address that opend this account IP address of person refer me to VistaPrint

Business Response: Dear *********: Thank you for contacting Vistaprint. I am sorry to hear you are still receiving emails from us after making the request to be removed from our mailing list. I have deactivated your Vistaprint account and updated the information to remove you from our mailing list. You may receive one or two emails before these changes are implemented within our system. At Vistaprint, we maintain high standards for privacy and email marketing, including the adherence to all legal and ethical standards for email marketing. I apologize for any inconvenience experienced and look forward to assisting you in the future. Sincerely,      Intraday Coordinator **************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Cancel order, requested a refund to credit card. They agreed to close the account and refund the $29.98. Instead no refund, and billed (auto-deducted) another 29.98 from my account. Would like a total refund for both deductions, one of which created an overdraft fee of $25.00

Business Response: Dear ******: Thank you for contacting Vistaprint regarding the charges on your statement which resulted in an overdraft. We are sorry to hear you were billed two amounts of $29.98 for the website service and we sincerely apologize for any inconvenience caused. We want to assure you that we have investigated the issue and can only see one amount of $29.98 that you were charged. Therefore, we need your help to verify the claim made, please feel free to send a copy of your statement (you may block out your account number) showing the amounts debited and the overdraft fee. This will serve as proof so we can refund you any amount that you were unduly charged. Feel free to attach this statement to your response or you may send this to cpr@vistaprint.com and we will assist you further. Again, we do apologize for the inconvenience caused. Thank you for choosing Vistaprint.  Sincerely, Intraday Coordinator **************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have an account with VistaPrint and have always been very happy with their services and products- to the point that I referred them to other local professionals. Today I logged in to my account to edit a brochure I started several months ago. Come to find out. the brochure had been erased do to inactivity. I now know that they have a policy that after a set amount of time, inactivity on something that has not been ordered will lead to it being deleted. I find this very irritating, because I had spent several hours working on a brochure for my employer and it was deleted. This, however, was not the problem. Once I started the brochure over, and had almost completed the outside, I went to work on the inside and realized that some gliche in the system was causing a problem. THe outside of the brochure was red and cream color scheme and the inside was olive green and black- a different image completely. I called the 800 number and spoke to a representative who was very short tempered and unpleasant to say the least. I told her the problem and she changed the layout of the inside of the brochure. However, it still did not match the outside and I told her I planned on ordering 3,000 of them so I wanted to make sure they matched and looked professional. Due to her attitude towards me I ended up hanging up and calling back, hoping for someone more helpful who understood my concern. When I called back I spent 24 minutes speaking to someone else who was just as bad. The problem was never solved and the representative finally looked into it- finding out that an 'engineer' was working on fixing the problem- that it concerned ALL brochures- and that their was no amount of time given in which the problem would be resolved. What I find most frustrating is that the original representative, even though I spent 17 minutes on the phone with her, did not look into the problem either. What I find most frustrating is how I was treated by customer service representatives. THey were both very unfriendly, they both gave me an attitude as if I created the problem, neither of them apologized for the issues I was having. I would expect that when a customer was calling an 800 number for support, the customer service representative would be friendly, helpful, and pleasant to speak to and would apologize if their was a problem on their end that they could not fix.

Desired Settlement: At the least, I would like an email apologizing for this unprofessionalism among staff. In addition, I would appreciate some type of discount on a future order, once Vistaprint has fixed their brochure issue.

Business Response: Dear *******: Thank you for contacting Vistaprint regarding your dissatisfaction with us. I understand your customer service experience was not satisfactory and we sincerely apologize for the inconvenience caused. I am sorry that the brochure you saved on your portfolio was deleted without your knowledge. We try to advise customers by sending email notifications prior to this happening. I want to assure you, we will address the bad customer service experience you had with both representatives when you made contact with us. We will provide them with the necessary coaching and monitor their performance in order for them to deliver the world class customer service expected of our team. I have checked on the issue reported with the inside of the brochures and can confirm that our engineers are currently working to provide a resolution soon. Though we do not have a timeline, we hope the issue will be resolved as soon as possible. I have offered to update you with this information as soon as the issue is resolved. I am hoping to speak with you soon, to find out more about the design selected for the inside of your brochure and also to help with getting the information added. Please feel free to get in touch with me by calling the telephone number I provided and I will assist you further. Again, I sincerely apologize for the inconvenience caused. Thank you for choosing Vistaprint.

Sincerely,
Intraday Coordinator
**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Vistaprint does not use SSL encryption or anti virus software to protect its consumers from theft. I have had the information stolen on 2 cards I used with this website, as well as someone stealing my personal information. This person then went on to use my name and address to send out one of those money schemes from Africa, making it look like I sent it. I am positive that my information was stolen on this site because I used one of the cards to only order from them. I'm appalled that they would leave their website and their consumers information wide open to being stolen by thieves. Frankly, its highly unprofessional and extremely questionable. I have seen small sole proprietor business websites that utilize some form of protection for customers personal and credit info. The fact that they don't have any form of protection leads me to believe they want things like this to happen. Its quite a shame for them and needs to be rectified.

Desired Settlement: Start using SSL encryption technology or at least anit-virus software to protect your customers.

Business Response: Dear *****: Thank you for contacting Vistaprint. We are sorry to hear your personal information was used fraudulently and we sincerely apologize for any inconvenience caused. We gather that it is your belief the information was stolen from our website and we want to assure you that SSL technology is used on the website to secure customer information.  Please see excerpt below taken from the Privacy & Security section of the website or you may click on the link to get more information http://www. vistaprint.com/customer-care/privacy-and-security.aspx? Website Security We maintain reasonable physical, electronic, and procedural safeguards designed to help us protect your nonpublic Personal Information against loss, misuse, disclosure and alteration. For example, we use Secure Socket Layer (SSL) technology to encrypt your credit card information when you purchase products through our Website. When you establish an account at Vistaprint, you choose a password to help protect your account information. A password is only as strong as you make it: you should select a unique password and keep it safe. You may change your password as often as you wish by going to My Account section of the Website. We understand how you may, feel having provided your information to us. However, we recommend you report this issue immediately to your financial institution/the authorities if you haven’t done so as yet. This will allow for a thorough investigation into the matter, so persons responsible can be held accountable and you will know where the breach occurred. Again, we do apologize for the inconvenience caused. Thank you for choosing Vistaprint.

Sincerely,
Intraday Coordinator
**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had ordered checks and was promised they would be to me by today, (1-30-14) and they haven't even shipped yet.

Desired Settlement: I want them to ship my order to me next day air.

Business Response: Dear ********: Thank you for contacting Vistaprint regarding your order not getting to you on time. We understand how disappointed you may feel and we sincerely apologize for the inconvenience caused. You are correct, in that your order should have been delivery January 30, 2014 based on the shipping speed selected (8 business days). However, your order was not shipped on time and we take full responsibility for this happening. We would love to be able to assist with your request to have it shipped overnight, but unfortunately we do not have the option to do so (we do not offer this shipping option). We would like to assure you that your order was shipped an is currently on its way to you, this should be delivered no later than February 5, 2014. We have taken this opportunity to assist you with a full refund for your order (an additional $10.00 was refunded today). You will receive an email notification for this refund. We know that this does not make up for you not having your checks to use, but hope that we have helped in some way to make up for the disappointment caused. This is not a typical experience of Vistaprint and we hope you will give us another opportunity to win your satisfaction. Again, we do apologize for the inconvenience caused. Thank you for choosing Vistaprint.

Sincerely,    
Intraday Coordinator
**************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: VIstaprint offers customers a free one month trial of their website building tool. They put this in your shopping cart and put FREE under check-out. First, they begin charging you the next month whether or not you have published or built a site. SECOND, they prompt you for the domain you want to use so you can "see if it's available" and whether or not you build or publish a site, they BUY the domain name you entered "on your behalf" without telling you so you are forced to either pay them to build your site with them, OR "buy it back" from them for $19.99. At no point do they inform you they will be buying the domain name they prompt you for "on your behalf" and that you will no longer be able to use that domain name. I never built or published a website with vista print because I found it confusing and I did not wish to build my site at that time. However I was prompted to check if the domain name I wanted was "available." I never asked Vistaprint to buy the domain name I entered nor would I ever want them to buy it "on my behalf," nor was I informed they would be buying the domain name "on my behalf" that they prompted me to give. There is no website at the domain name but I cannot the domain name for the website I have built unless I pay Vistaprint for it. This was not stated when I used the free website building trial. They are running a racket.

Desired Settlement: I want them to release the domain name.

Business Response: Dear ********: Thank you for contacting Vistaprint regarding the Domain Name you selected through our website service offer. From your complaint we gather that you would like to be able to use the domain name you created with another host and was told there is a cost to transfer the Domain Name to you. We understand how you may feel, however, we do offer information as it relates to our Hosting Services Terms and Conditions, this information is available to all users of the website http://www.vistaprint.com/customer-care/terms-of-use.aspx? In the Hosting Services Terms and Conditions under Internet Domain Names, we provide clear information on what happens when a Domain Name is selected (Vistaprint will attempt to register the Domain Name, and if successful will then become the registrant). The customer will have no rights to this domain name if they choose to terminate their service with us.  For a fee we can decide to offer this Domain Name to the customer if the customer has interest in the name after terminating their service. Please keep in mind that when a customer opt into the free trial offer, they are prompt to   · Choose Your Domain Name · Use a Domain Name you already Own · Skip this process (Choose your domain name later) Therefore, it is not a must that the customer chooses a Domain Name before they make up their mind about using the service. Also they have the option to point a Domain Name they already own, which they have registered (paid) with another host. After the customer goes through checkout and attach their payment information (for recurring billing after the free trial period). They are sent an email (please see sample email attached), this is a confirmation of the order which clearly shows when the trial period started, the monthly fee and the billing start date. The customer can choose to cancel the website service during the free trial period so they don’t incur charges after the period has ended. Again, we do apologize for any inconvenience this may have caused. Thank you for choosing Vistaprint.      

Sincerely,     
Intraday Coordinator
**************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  

"Intraday Coordinator" states:  "we do offer information as it relates to our Hosting Services Terms and Conditions, this information is available to all users of the website http://www.vistaprint.com/customer-care/terms-of-use.aspx?" Comment: Vistaprint did not host a website for me.  I never paid them or requested them to host a website and I never built or published a website to be hosted. Intraday Writes "In the Hosting Services Terms and Conditions under Internet Domain Names, we provide clear information on what happens when a Domain Name is selected  Comment:  Again, I never started the "service."  A "Free website trial one month" offer was PUT into my shopping cart.  I never launched a website. Vistaprint did NOT HOST A WEBSITE I made.     Intraday writes: (Vistaprint will attempt to register the Domain Name, and if successful will then become the registrant). The customer will have no rights to this domain name if they choose to terminate their service with us.  For a fee we can decide to offer this Domain Name to the customer if the customer has interest in the name after terminating their service." Comment: 1.Exactly.  What is the purpose of prompting people for a domain name and then buying it without clear notification and taking away their rights to a domain for a website they have neither built nor launched, nor agreed to host with you? This is a RACKET. THIS is the PROBLEM. 2. "Customer"?  I did not buy a website building tool, therefore I was not a customer for this service.  The promo was PUT IN MY CART without my taking any action to do so, except to buy the business cards I myself had ordered.  I only realized afterwards that this had happened.   Intraday writes: Please keep in mind that when a customer opt into the free trial offer, they are prompt to   ·Choose Your Domain Name ·Use a Domain Name you already Own ·Skip this process (Choose your domain name later) Therefore, it is not a must that the customer chooses a Domain Name before they make up their mind about using the service. Also they have the option to point a Domain Name they already own, which they have registered (paid) with another host. Comment:  I never said it was "a must", that is not the issue. The issue is that you PROMPT the person to give you their idea for a domain name before they have agreed to your service, before they have built a site, and before they have tried to publish a site.  The fact that you then buy the domain despite no agreement from the client to use your services during what you yourself call a "free trial" is CORRUPT and RACKETEERING.

Business Response: Dear ********:  We understand how you may feel, however, all necessary information regarding Domain Name selection is clearly stated in our Hosting Services Terms and Conditions. This allows for all customers to get the information they need before opting into any services they are interested in and would not be considered to be racketeering. We do not have a system that adds a website service to a shopping cart without the customer clicking to accept. Also if the customer chooses to check for the availability of a Domain Name, that Name If available cannot get registered by us if the customer does not proceed to checkout and input their credit card information (accepting the service). Accepting the service does not mean the customer will immediately set up their website, it may take some customers time to do so. However, once the customer goes through check out they have started the 1 month free trial and can work on their website design during this period before publishing. The customer can choose to discontinue during the trial period and purchase the Domain Name from us, which we had already paid to register (only after the customer initiated the service). The website service is offered to our customer in two areas: · From the home page – websites This gives the option for a standard website package and allows the customer to continue in order to choose a Domain Name before checkout. · The order Pipeline – during the purchase of another product the customer gets an offer for a basic website package, which they would need to upgrade in order to be able to see the option to create a Domain Name. Both options would suggest the customer is aware they are opting into the free website service offer.  Our records indicate you opted for a standard website package, hence the option to create a premium Domain Name. Also the time of checkout for your order was 3/7/2013 5:50 PM and your Domain Name selection was 3/7/2013 5:50 PM. If a customer learns about a service after placing an order for a product it would not be advisable that they upgrade the service and choose an option that they do not want. However, if this happens we will be able to cancel the service, but because the domain name selected is registered for one year (industry standard), we offer to release it for a fee. This prevents abuse, because some customers may come to the website obtain a Domain Name which we pay to register and then move on, paying nothing. We want to assure you, the Domain Name you selected is currently registered and cannot be used by anyone else at this time, If you decide not to pay for the Domain Name transfer, the Domain Name goes back into the general pool 75-80 days after the registration expires. You or anyone else will be free to purchase from a registrar. Again, we sincerely apologize for the inconvenience caused. Thank you for choosing Vistaprint.

Sincerely,
Intraday Coordinator
**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In violation of the Federal CAN Spam act, company sends two or three SPAM e-mail's per day and does not respond to unsubscribe requests.

Desired Settlement: Stop using the internet marketing service you're using to SPAM people - they buy e-mail lists (in my case they bought a list from the ******* Boat Show attendees last year).

Business Response: Dear *******: Thank you for contacting Vistaprint regarding unsolicited emails. We understand from your complaint that you were not successful when you tried to unsubscribe from these emails and we sincerely apologize for the inconvenience caused. Please help us by forwarding sample emails you receive with Vistaprint information to cpr@vistaprint.com, this will help us to find the source of the emails in order to resolve the issue. At Vistaprint, we maintain high standards for privacy and email marketing, including the adherence to all legal and ethical standards for email marketing. I apologize for any inconvenience experienced and look forward to assisting you in the future. Thank you for choosing Vistaprint.      

Sincerely,      
Intraday Coordinator
**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been ordering through vistaprint.com for almost 3 years to the day, I have placed dozens of orders and not once has an order gone smoothly. In the beginning I found vistaprint to be helpful in wanting to make their errors right, be it refunding a rush shipping charge since the order didn't arrive on time, or reprinting letterheads when they arrived damaged due to improper packing. However, as time wore on, and I continued having issues, customer service, including managers started treating me like I was the problem and were not willing to make the same effort to correct their errors, which in turn started effecting my business negatively until there came a point I stopped using vistaprint after I lost two clients and since I had found them to be completely unreliable. A client I had worked with in the past came to me asking for more of their office products this summer and I decided the best way to ensure they match was to reorder from the same company I had gotten them from before, vistaprint. After this order, even though it too had run into some snags, I couldn't ignore the fact their products were less expensive and attempted to start using them again for printed products. I placed more orders and paid more for their expedited options, when the deadline passed with no delivery I called, once again, to try and figure out why an order cannot go smoothly, I requested the orders be rushed as fast as they could for no additional cost seeing as my customers were already passed their GUARANTEED delivery date, and was firmly told NO. I was taken aback as this was an issue which had nothing to do with my end, until finally 5 phone calls and customer service agents later I was informed my account was suspended. I was shocked! My account, unbeknownst to me had been suspended. There was no notification by phone, email or otherwise, no note on my account and I could continue placing orders with no error message, continue getting email confirmations yet my account had been suspended and vistaprint was not interested in expediting the orders which had suffered due to the lack of communication on vistaprint's part. A manager informed me the technical support team would contact me to figure out exactly what had happened and how to fix it within 24-48 hours (that was Nov. 3) and in the meantime I could create another account and place orders from there, still denying any help or resolution for the orders which had suffered. He quoted me a price to get the items and disconnected the call, when I called back to ensure the order I had just placed on a new account had gone through (seeing as countless times I had received an email confirmation and then miraculously vistaprint couldn't find the order in the system) and found in fact no, the order had not gone through due to me not paying. I had gotten an email confirmation of my payment and order, I had supplied the website with a credit card I knew worked and was still working (I had called my bank, just to do my due diligence, and yes the card was working and no attempt to charge the card was made by anyone that day) SO when I explained the situation to the woman I was speaking with, she kindly walked me through the order, which was more expensive than the original order of these same cards a week ago that hadn't been printed, and still higher than the quote I had gotten from the unhelpful, and seemingly misinformed supervisor who had not be interested in helping me only minutes earlier. The woman was nice enough to give me the quoted price, seeing as the supervisor had quoted it, it wasn't much but I saw it as a good faith effort. Again, I received an email confirmation and the service agent showed the payment hadn't been received. I checked my online bank statement and provided the service agent the number to the charge currently pending on my account, she refreshed her system and found the payment to have been accepted. However, my customers orders are still over a week late for the same price which should have gotten the orders to the customers much earlier. In regards to the account suspension, I have called in countless times to try and get information on my suspended account and no one seems to be able to help, I just get the same line of, "Our technical support team will call you within 24-48 hours, I'll leave another note". Finally, I needed action, because I had returning clients who needed a reorder of their company envelopes ASAP and vistaprint printed their originals as well as had the fastest GUARANTEED 3 day rush service. So on Saturday, November 17th I requested to speak with a supervisor to try and figure out how to reorder items from a suspended account, she informed me you couldn't, so I asked her, "If you were a customer with Vistaprint, and your account had been suspended and you became aware of this issue and a supervisor told you to wait for the technical team to call you, when would you expect to be called?" **** *** responded with, "well 24-48 hours". I explained the situation and that I had been waiting since Nov. 3rd for this call, and she agreed it was unacceptable and how bad it must be for business, and personally GUARANTEED she would make sure to handle this issue herself and the rush order would have to be placed on the new account and to call her when I had the files uploaded to ensure things finally went smoothly. I have been calling asking for her every day since Nov. 17th and every time I get the response, "**** *** isn't working today but she's scheduled to work tomorrow" even if the original response was, "Yes, **** *** is in, please wait a moment while I get her". So on Tuesday (since it was the last day to rush order envelopes and get them to my clients by friday) I placed the order on the newly made account. I did my due diligence and checked up on **** *** and the order on Wed, Nov 20, only to be informed Vistaprint hadn't received payment for the envelopes. Again, I had gotten an email confirmation after entering my credit card number which the woman assured me wouldn't have happened if the payment hadn't been approved. I asked she rush the order to ensure my clients got their envelopes by Friday and she informed me that her supervisor, and vistaprint would not authorize an overnight shipment, they could only offer me two day shipping which meant the envelopes would be there Monday. At a loss, I agreed to give them my credit card to make sure the order got to my client on Monday, so I was transferred to an automated system to enter my credit card number, to which the system responded it was invalid the first 3 times I entered the number until on the fourth time, it was accepted, same with the expiration date, I entered the expiration date only to be told it was invalid for the first 3 times of entering it and then being accepted on the fourth time. Their system seems to me to be the root of the nonpayment issue, and I informed the service agent of the problem. To me, if the automated system won't recognize the card or the expiration date on the first try, Vistaprint needs to fix their system. I understand where a person could accidentally enter the wrong number for the 16 digit card number, but the 4 digit expiration, that is pretty tough to mistype, and I know I didn't make a mistake. If I enter an actual wrong credit card number when placing an order online, the system immediately recognizes it and sends an error message and asks that I recheck the number in order to purchase the items in my cart, so I know the technology is there to differentiate working credit cards vs mis-entered or expired credit cards. I of course have yet to find out if the order which is due monday will actually get there on time, but I can say that client has informed me they will no longer be using me for their printed products due to the late arrival of their orders, and in regards to my suspended account and the supervisor which told me to contact her and informed me she would handle the issue personally, this has not been resolved. It is appalling to me a company who has this track record could possibly rank an A+ with BBB, and I would like it to be seriously reconsidered.

Desired Settlement: I would like a refund for the full order price of the envelopes seeing as the client has now informed me they will not accept a late order. I would also like an explanation and resolution to the ongoing problems with Vistaprint as a company, they need to change their policy and they need to do a better job of ensuring what they are offering to customers can actually be delivered. Several times I have placed 3 day rush orders and never once received the order on time. I would like Vistaprint to take responsibility for the countless mistakes and bad business practices, saying sorry about a rush order not arriving or an account being suspended with no communication to the customer just doesn't cut it, and supervisors negatively responding to customer issues or not responding at all is a terrible way to run a business. There needs to be practices implemented to ensure if there is an error in their automated system, a human is alerted to handle it, not wait for a customer to bring the problem to Vistaprint's attention after the delivery date has passed. If an account has been suspended, there needs to be an email sent out, and note on the online account and the inability to place orders on a suspended account to ensure the customer is aware there is a problem before they order, not after a delivery date has passed. If an email confirmation with an order# is sent and later is found to be missing payment (though I was told that wouldn't happen even though it has happened multiple times) a response needs to be sent to the customer with the issue at hand, not wait until the customer calls after a missed delivery date. I hope BBB will further review the company in order to appropriately represent the business with a rating, because the company I have been dealing with for 3 years, is not A+.

Business Response: Dear *****, Thank you for contacting Vistaprint in regards to  the issues surrounding your Vistaprint Accounts and your orders. We understand your experiences with us were not satisfactory and we sincerely  apologize for the inconveniences caused. We reviewed your accounts and we will take responsibility for some of your  orders being late as there were internal issues with printing a few of your  orders and also as we do not currently have a system in place to inform our  customers that we did not receive payment for a particular order. For others, we can determine that there are underlying issues that we cannot address as  these issues are associated with payments not being received when your Credit  Card information was entered on our site. We do not have control over your  bank activities and cannot determine what the issues were with your Bank.   Vistaprint has a large customer count and the issues mentioned are not typical experiences for other customers.  We will take your Feedback into consideration as we try to implement procedures  to ensure our customers are informed about every update that is done on their  Vistaprint Account. We will be providing you with the refund for the additional  amount of the order due to the fact that your client will not accept a late order.  This amount will be $64.98. You can expect an email providing you with the specifics of the refund. Once again we apologize for any inconveniences. If you have any concerns please feel  free to contact us. Thank you for making it Vistaprint.

Intraday Coordinator
**************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The refund for this one order is a weak attempt at fixing a much larger ongoing issue. There are not issues with my bank. As mentioned in the initial letter, there were not even attempts to charge the card entered on the website. The account ***********@gmail.com has never had a successful payment processed through the website, and as mentioned also in the initial letter, when I had to call in and try to correct the vistaprint oversight, Vistaprint's automated system was claiming the card number was not valid for a few of the attempts then accepted it and then claimed the expiration date entered was invalid for the first few attempts until finally accepting it. That is not an issue with the bank, that's a problem with the system. I also STILL have no resolution to my original account being suspended for an unknown reason over a month ago and the technical team never returning calls or getting back to me after several attempts of sending requests through service agents to try and resolve an issue I was initially told would take 24-48 hours. Same applies for the supervisor who said she would personally see to it the issue was resolved in a timely manner, 24-48 hours was her response, and has yet to be at work according to the multiple service agents I have spoken with in order to try and reach her. I find it hard to believe several service agents thought they saw her, said they knew she was in, or saw her scheduled and then after finding out who was calling decided maybe she wasn't there after all, and to call back the next day she was scheduled, time and time again. I was hoping for resolutions to the issues Vistaprint has full control over, but apparently Vistaprint does not value my business so I will use another printing service in the future and make sure others are aware of the risk they are taking when placing their businesses in the incapable hands of Vistaprint. 

Business Response: Dear *****, Thank you for replying to the response we provided. We understand how you may feel about the response provided to you and we do apologize for any inconvenience caused. At this time we are not certain why it is that we are having problems collecting payments from your Credit Cards. The issue is not only with your account *******@gmail.com, it  appears also on the new account as there were two orders placed on 11/19/2013 which were  cancelled because we did not receive payment even though a new credit card information  was entered. In regards to your old account being  suspended, there are 36 orders on that account. From that we received Full payment for 8 of those orders and no money was  collect for another 8. From the orders that payments were collected on, 21 Free Orders  were placed based on various reasons and also 4 refunds were issued to you.  Due to this the account was suspended as our system recognized that there were far more  orders than payment collected. The suspension is now lifted from your Vistaprint account  and since then you tried to place an order on 10/23/2013 for which payment was also not  received. I apologize for the fact that the supervisor thought she would be able to fix  the issue within 24-48 hours and also that she did not get back in touch with you. This  is an issue that will be dealt with internally as we do not tolerate poor customer service by our agents or supervisors.  Based on our findings, we recommend that you speak directly with your bank as we have any  control over the way money is distributed from your Credit Card. Again, we sincerely apologize for any inconveniences caused. Thank You for choosing Vistaprnt.

Sincerely,     
Intraday Coordinator
**************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This response only admits this company is unprofessional and incompetent. Part of the reason I filed the complaint was because there has been a suspension on my account with no explanation and the only reason it was discovered by me was because the orders I had placed had missed their delivery deadline as stated on my confirmation email from Vistaprint, which I would not have gotten had my credit card been declined or miss-entered. I had been trying to resolve the issue of the account suspension to no avail, along with other issues for almost a month. As far as Vistaprint customer service was concerned the account *******@gmail.com was still suspended as of Nov. 19th when I had to use a different account to place an order, which also sent out an email confirmation confirming payment and date of delivery, however, again, Vistaprint is claiming to have not received payment. My bank is willing to provide proof that no attempt to charge my card was made on the dates these orders were placed and confirmed by email from Vistaprint, only to then miss their delivery dates because Vistaprint is claiming non-payment. Even Vistaprint's automated payment system when trying to place an order over the phone was having trouble registering an expiration date as valid the first three times, until it finally accepted the same number I had been entering. THIS IS A PROBLEM WITH VISTAPRINT, not with my bank and can be proven. As for the account suspension, it's almost comical at this point that Vistaprint is admitting that the account was suspended because of the poor track record Vistaprint had with the account. The customer gets punished (without any word of suspension or a problem) because Vistaprint can't provide services they claim they can, is quite possibly the worst excuse I've heard, especially from a business trying to claim they want to resolve an issue. At this point, it seems we will not be able to reach a resolution and I will be forced to file with the Attorney General. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have used Vistaprint for over 7 months and purchased items and had two different small business websites with them and email service. When I received a weird spam note on a blog that was hidden from the public on my website (bc Vista does not allow you to delete it) I became a bit suspicious and looked into things a bit more. I have a statcounter built into my website which showed me whom was looking at my page and where the were coming from. The Netherlands appeared 54 times, and each time they did not look on my public website, they would enter my control panel, and even left a SPAM note which I have saved if I need to send it. I also started searching a bit more and found fraudulent charges from VistaPrint Netherlands B.V. to the tune of almost 200 dollars. I went through paypal to get my money back, and then turned to Vistaprint to get answers. They had not only fraudulently charged me, but had also added items to my account, such as a facebook service I never used with them, going from standard to premium, and a profile search service. Once I made the claim they promptly closed my accounts and my websites are now gone. My husband called them as I was so upset and he was able to purchase our domain name for one business (even though we had already made the purchase for that year) and are going to have to call and purchase our other domain name as well. I am sickened that this company is showing an A plus rating. I took a look at their privacy policy and this company not only sells your information to third parties and continues to do so even once the account is cancelled, but they store your personal information in other countries, which do not abide by the same privacy rules as the US does. How can this be??

Desired Settlement: This policy either needs to change, or needs to be upfront and in your face so others will not get surprised when their information is sold and they end up like I did. I should NOT have to pay for my domain names as they are already purchased for the year, and this company should have to answer someone, and I would have hoped the BBB would have had a suitable rating for them. Look at all the complaints, the issues, the upset consumers on all of their websites.  I am so upset that I gave and relied on Vistaprint, I saw the BBB at the bottom of the page and felt good about my purchasing of their web hosting and other items. Please tell me why Vista has a good rating? Please explain to me why I had to purchase a domain name that was already mine? Please explain why Vista is allowed to sell out all of their customers.

Business Response: Dear *****:   Thank you for contacting Vistaprint regarding your issues with website services.   We understand that your experience was less than satisfactory and we sincerely apologize for any inconvenience caused.   You mentioned in your complaint that you were not given the option to delete a comment from your blog and also that someone access your control panel. However, when a customer comments on your blog a notice is generated and sent to your email, you then have the option to log in with your unique secure log in information (email address and password) to take the necessary action. You would then be able to allow, mark as spam or delete the comment. These options are managed from your website dashboard, which no one else has access to.   We want to assure you that we had no control over your websites being cancelled. This was as a direct result of the charges disputed with your financial institution (deemed fraudulent). Your financial institution acting on your behalf will seek to recover the amounts being disputed and to put a stop (cancel)on whatever it is that generated these charges.   As it relates to adding items to your account, this was as a direct result of your upgrade from a standard website package to a premium website package which comes with additional features and cost.  When an upgrade is selected by the customer for a current website package, before it is accepted a new window appears informing the customer of what is being selected and what the additional monthly cost will be (please see e.g. In attached JPG file). The customer then has the option to opt out or continue.   We understand how you may feel about the purchasing of a Domain Name that you were already using with us, however, as the registrant of a Domain Name acquired through use of our website services we do own the rights to such Domain Name. Upon any termination of Member’s Website Account, Member will have no further access to or use of the Member Domain Name. Please click on the link below to view our Web Sites Terms And Conditions  – Internet Domain Names.  http://www.vistaprint.com/vp/websites/terms-and-conditions.aspx   Thank you for choosing Vistaprint.      

Sincerely,
Intraday Coordinator
**************  

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Vistaprint,  As you took the time to email me, I wish you had taken some of the time to actually look over the emails that were sent to you rather than coming up with your own ideas. The blog, which I do have the comment saved, came from the Netherlands (I have the exact IP address as I used STATCOUNTER in my website) and I have records on that same Statcounter of them, Vista Netherlands B.V on my dashboard. Not only was the "blog" part of my website "hidden from view" but also with the Statcounter I can see who goes into my website, how they get there, and what is accessed. I have the BLOG comment that was written WITHIN my dashboard on Vistaprints hosting site which stated  Dear *****, You have received a new comment on your Vistaprint website "My Blog" page from ******** **** (*********@hotmail.com)  in response to Introductions. Author Name******** ****Author  Email *********@hotmail.com  Date 11/9/2013 Comment more safe and sound entry doors, the particular more I do not find it cute that someone (Vistaprint Netherlands) not only accessed my dashboard but also spammed and left some odd message. I find your privacy policy even more disturbing and rather than attempting to fix and help out a customer whom was EXTREMELY concerned, you decided to ignore me till I came to the BBB. I will not accept what you stated in your prior email and as with the "upgraded Website" and the rest of the gibberish you said about ME CHOOSING to upgrade is nonsense, and show me the proof. I was also being charged for Facebook, which I thought was my website being charged on my debit card, when I did not even USE or CLICK anything stating I would pay anything extra. I know this because I have a budget and will not just upgrade for measly items. I did research and you also have many many customers who are angry about the same things. I do hope you can help me understand all of this.       

Business Response: Dear *****:   We understand how you may feel about the response provided to you and we do apologize for any inconvenience caused. The information provided to you was based on our findings after investigating the complaint.   You have mentioned in your rebuttal that you received information on your dashboard from Vistaprint Netherlands B.V. We would like to assure you that this name is a registered name of Vistaprint and it would be the same organization. It is a feature of the Blog to receive a notice letting you know someone commented on your Blog. This would be the reason you would have seen any information from Vistaprint Netherlands B.V. on your account.   As it relates to our Privacy Policy we do share customer information only in cases outlined clearly on our Privacy And Security page on the website.   Please feel free to click on the link below to access additional information on this   www.vistaprint.com/customer-care/privacy-and-security.aspx?   Again, we sincerely apologize for any inconvenience caused.   Thank you for choosing Vistaprint.      

Sincerely,     
Intraday Coordinator
**************  

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

You answered none of my questions. You only contradicted yourself from the other email that was sent. I want something done, your privacy policy should either change or it should be in HUGE BOLD letters on your website. I have records of payments, of fraudulent charges, that were not even disputed by your company, and rather just cancelled my accounts AFTER my emails were sent about the fraudulent charges, and then was "allowed" to pay 21 dollars for our domain name. How could that be correct if I supposedly owed you so much money. I have the correct charges on different accounts including two accounts that were stored on your website. I have one other domain name that I am wanting but do not want to give you any more information than I already have, and after being scammed I do not feel I should have to pay for what is mine already. I have proof, and you do not. But all I have and can do at this point is utilize the BBB as best as I can and also make contact with others so they will not come into contact with or use your business services. How do you have so many complaints? I own a business and would be disgusted if that was the case with mine. I have a 100 grade on one site, and an A plus rating on Angies List. Its not difficult, just give what you are suppose to give, and dont take what you are not suppose to take. Oh and good service as well. On all those accounts you fail. Please, like I said, provide me with proof that I was just not randomly upgraded on my accounts. As a large company I am assured that you will have these. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Dec 4, 2013 I place and order with Vistaprint for personlize christmas card to be sent to me at the address of 2704 Oak Moor,#2701 Arlington, TX 76010. for the amount of $47.67 order #288HN-J2A43-7J9, after placing the order I realized that I needed to change the amount of cards that I intially order. So I contacted Vistaprint customer service the next day 12/5/13 and spoke with a customer service rep. letting her know that I needed her assitant with canceling the first order and reorder card for the lesser amount. That order was place with a order #M69CP-J2A95-8P6 for the amount of $14.50 plus $8.90 for shipping which come to $23.40 and being that I had a vistaprint for the prior amount of $47.67 then the card would be free. I agreed and went ahead with placing the order. On 12/17/13 I then placed another order online for the amount of $15.98, but with this order I need to have it rushed to me before christmas so I paid the $24.72 for 3 day rush on this order. On 12/21/13 I contacted Vistaprint #9:17pm and spoke with a rep. by the name of Anthony letting him know that I didn't receive my order because the tracking #1ZR44E2022026881 stated that they couldn't locate the address, now keep in mind, based on the prior order I received a message from UPS stating that the package was delivered to the address where I wanted my items to be sent that they had been delivered. But I hadn't received the first order as well as the second order that I place a 3 day rush for. Anthony told me that he saw where UPS stated the same, and apologized for the inconvience and stated that he would refund the full amount of both order. He also stated that I would receive a refund a check for the full amount and that he was processing the as we speak and I would receive my refund in 3-5 business days. As of 1/5/14 I haven't received my refund my received my refund I have contacted Vistaprint and spoke with Abigail 12/29/13 9:26am she stated that it was still in processing.I still haven't receive my refund.

Desired Settlement: I would like to receive a refund for the full amount of the order, the first order place I didn't receive on the 12/19/13. for the amount of $47.60 and for the second order of $16.43 which comes to a total of $64.03 that I paid to Vistaprint. I was told that again the check is still being processed still as of today.

Business Response: Thank you for contacting Vistaprint regarding the refund that was promised to you for the missing orders.We understand how you may feel not receiving your orders and the refund promised and we sincerely apologize for the inconvenience caused.We reviewed your account and can confirm for the orders placed, there were two charges to your credit card $47.67 and 16.43 respectively.We processed a refund on December 20, 2013 to your credit card in the amount of $16.43, which means there is an outstanding amount of $47.67 to be refunded.Unfortunately, we were not able to get this amount back to your credit card (which was the payment method used) and we decided to process a check refund instead.We can assure you the check was sent January 6, 2014 and is now on its way to you.We apologize that you were not provided with clear information on what to expect regarding the refunds and will use the opportunity to educate our representatives on the importance of setting the correct expectations for our customers.We hope you will give us another opportunity to win your satisfaction.Thank you for choosing Vistaprint.    

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # .  I have yet to receive a mail check from Vistaprint in the amount of $47.67 that I was told that was mailed out of the 6th of January. It is now the 16th of January and I still haven't received my refund from Vistaprint. I have contacted the number on the response complaint from Vistaprint the Intrady Coordinator 1-800-******** which is nothing but the customer service department. Again speaking with a Customer Service Rep. and she stated that a credit was applied to my vista print account for the amount of the $47.67 that was supposed to have been mailed to me based on the response from Vistaprint in the amount of the $47.67, at this point I have asked to speak with a Manager 1/16/2014 @8:50am. I'm not confident in Vistaprint promise to fulfill my refund that they continue to say was sent out by check on the 1/6/2014. Vistaprint is a dishonest Company. And is poor in Customer Satisfaction and Customer Guarantee that it promises it's customers haven't been might in the worst way. I would like to have my refunded sent to me by Express Certified mail in order for me to fill confident in Vistaprint refunded me my money. As I have stated with Vistaprint I would like my account closed and will no longer do business with Vistaprint, because of it's bad business practices. Vistaprint doesn't honor it's own statement "At Vistaprint we’re dedicated to providing 100% customer satisfaction. If the products you ordered fail to meet your expectations, simply contact us and we’ll do everything possible to see that you’re happy with your Vistaprint experience". It failed all expectation and I have yet to receive my refund and the order's that was promised that I would receive free of charge because they weren't able to fulfilled the order in time frame in which the order was place. I was told by Anthony that I would received the order free, because it wasn't sent by the dates that were given. I just wanted my money refunded to me as promised.    

Business Response: We understand your frustration and disappointment with us and we sincerely apologize for the inconvenience caused.We did not fulfill our promise to delivery your order to you and we take full responsibility for this issue. We use this and every opportunity to prevent this from happening in the future.We did make an attempt to reach you after you left a voice message, indicating you were still waiting on the refund promised, but someone disconnected the call.As confirmed in our previous response, a check was mailed to you on January 6, 2014 in the amount of $47.67 which is the amount due.We do apologize that this check is not in your possession as yet, as this may take up to three weeks to get to you in the mail.The reason for the check refund was because we were not successful when we made the attempt to get this refunded to your credit card. However, the issue is now resolved and we are happy to let you know that we have gone ahead and issue this refund back to your credit card which you should see within 5 business days.This means the check that is on its way is no longer valid, because it was cancelled today. Please do not deposit this check when received.We don’t understand why **** and *** information states the orders were delivered when you clearly did not receive them.If you are still interested in receiving the order at no cost (or a future order of similar value) please let us know via the email address below.If the refunded amount is not reflect on your account within 5 Business Days, do not hesitate to make contact with us at ****************** so this can be investigated.Again, we sincerely apologize for the inconvenience caused.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #. In regards to your commit  regarding the reordering of the order that I placed with Vistaprint that I was told that would be sent to me as a courtesy of not fulfilling the order as promised that you would send out the order in full that was place with Vistaprint by ******* on Dec 21, 14 the date I let me know that I hadn't received my order within the timeframe place. And for you to say "We don’t understand why **** and *** information states the orders were delivered when you clearly did not receive them. If you are still interested in receiving the order at no cost (or a future order of similar value) please let us know via the email address below. Was told by ******* that they had already reorder the cards and that they would be mailed out after the 25th of Dec. And again you can see Vistaprint doesn't honor it's word to it's customers. I shouldn't have to say that I still want the order it should have already be sent as promise.   

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have unsubscribed, even though I never subscribed to it in the first place, to this pushed advertising email service more than ten times, probably 20 times, and they continue emailing offers to me. Vistaprint is only one of many businesses represented by http://myhostingcorner.us.

Desired Settlement: I want this spammer to stop sending all advertising of any kind to my email address.

Business Response: Dear *******: Thank you for contacting Vistaprint regarding the problem you are having unsubscribing from email services. From your complaint we gather that you are receiving email advertisements and we sincerely apologize for any inconvenience caused. We have checked our database and can assure you the email address provided in your complaint, is not registered to a Vistaprint account. Therefore, we need your help to better understand what email address is affected so we can get the issue resolved as soon as possible. Please help us by forwarding sample emails you receive with Vistaprint information to cpr@vistaprint.com, this will help us to find the source of the emails in order to resolve the issue. At Vistaprint, we maintain high standards for privacy and email marketing, including the adherence to all legal and ethical standards for email marketing. I apologize for any inconvenience experienced and look forward to assisting you in the future. Thank you for choosing Vistaprint.      
Sincerely,     
Intraday Coordinator
**************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Awhile ago I called Vistaprint and spoke to someone who assured me I would not receive more unsolicited emails.  I received one within the  next week. Vistaprint is clearly not in control of their unsolicited email program, so their assurance is worthless to me.

Business Response: Dear *******:  We understand how you may feel not getting a resolution to the issue after reporting it to our customer support department and we sincerely apologize for the inconvenience caused. I do believe you would like this issue to be resolved since you have reported the matter to the Better Business Bureau and we would like to assist, with your help. In our previous response, we asked if you could forward those emails received in order for us to see the source of the emails, so we can have them stopped. However, your experience with us have caused doubt in our ability to resolve the issue. I want to assure you that receiving copies of these emails will help in providing you with a resolution. If you would like us to assist further, please feel free to send the emails to cpr@vistaprint.com, If you prefer not to, we understand. I do hope you will give us another opportunity to win your satisfaction.     

Kind Regards,
Intraday Coordinator
**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We were given an offer of 50% off of all postcards. We spent a couple hours creating the postcard, and when we went to order the postcards, we were given a discount of 18%. We called Vistaprint. The employee told us that the 50% off was only for 100 cards (note - it does not say that anywhere in the advertisement) and the more you ordered, the less your discount was. I told her that that was not what the advertisement said, she said, well, that is the offer. She said that she would relay my concerns to their advertising department. I said I bet you get a lot of calls complaining about this, she said yes. So, in my opinion, they are continuing an advertising pattern that they KNOW is a misrepresentation. We don't have time to design and place another order with another company, so we ordered the cards and paid the price with only a 18% discount.

Desired Settlement: Give us 50% off of the postcards, as the advertisement indicates.

Business Response: Dear *******:  Thank you for contacting Vistaprint regarding your experience with our promotional offer. We understand this experience was not satisfactory and we sincerely apologize for any confusion about the offer that was used. We do sometimes have offers that are valid only on certain quantities and we do our best to make this clear in the offer. We are more than happy to refund the difference between what you paid and what you expected to pay with the discount. We have assisted with a refund in the amount of $27.50 and have sent an email to confirm.  We appreciate the feedback you provided and will use this opportunity to look into ways that we can improve on the details of our offers, so customers can have a clear understanding of how they work. Again, we do apologize for the inconvenience caused. Thank you for choosing Vistaprint.

Sincerely,
Intraday Coordinator
**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On December 12th I placed an order with VistaPrint for 100 5" x 7" Flat Card. The final price for the cards with shipping was $57.31. At the time of check out I choose the 7 day priority shipping which means I would receive the cards (according to VistaPrint) by December 19th. On December 14th I received an email stating the product had been shipped and they confirmed the delivery date to be the 19th. On December 19th I never received the cards so I placed a card with VistaPrint and they agreed to refund the shipping charge of 17.32. On December 20th I still hadn't received the order, VistaPrint agreed to refund the entire order and said I should still be receiving my order however, if I don't receive the cards, I could easily place another order and be charged the same price. They informed me they don't track packages as they come from overseas. Today, December 30th, I still haven't received the order so I went on to reorder the cards however this time they are charging me $82.49 (not including shipping)

Desired Settlement: I would like a complete reorder of my cards and shipped to me with a tracking number free of charge for my trouble. I have missed sending out christmas cards to family and friends and this is unacceptable.

Business Response: Dear *******, Thank you for contacting Vistaprint regarding the issue with your order not  being delivered during the holiday season. We understand how you may feel and we sincerely apologize for the inconveniences caused. We will take full responsibility for your order not being delivered.   Due to unforeseen circumstances, your Holiday Cards were printing at our facility in Venlo, Netherlands. They were shipped but they were not delivered to you. As per our conversation on Friday December 31, 2013, in addition to the refund  that you received we have  provided you with a Free Order for the Holiday Cards  with the updated image you submitted. Your new order number is  ***************. Once again we apologize for any inconveniences. If you have any concerns please  feel free to contact us. Thank you for making it Vistaprint.

Intraday Coordinator
**************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

After speaking with VistaPrint they agreed to submit the order again free of charge even allowing me to change the design of the order to accommodate being past the Christmas season and to include the New Year. However, I requested the order be sent as soon as possible and be shipped the fastest way with a tracking number. The company did 1 of the three things requested, they provided a tracking number. However, it took three days to even ship out the order (where as last time it only took 5 hours) and they also shipped it 7 day priority. This 7 day shipping really pushed the envelope because we are leaving to go out of town Wednesday and they were expected to come in on Tuesday. I checked the shipping tracking Friday night and noticed it had been delayed. After calling UPS this morning it was noted that the package was left in in a ware house in Maumee, Ohio. This shipping error is not Vistaprint’s fault however it could have been avoided.   I am very dissatisfied with the resolution because quite frankly I wont be able to even use the product that I worked hard on designing and trying to get sent out to friends and family to show them a picture of our new born son.  

Business Response: Dear *******, We understand that you were not 100% satisfied with your Vistaprint experiences and we take  full responsibility for that. We do realize that you were not provided with sufficient time to  distribute your Holiday Cards. During the holiday season, we did experienced some challenges which did not allow us to ship many orders with rush shipping and resulted in orders being  late. We are taking these experiences into consideration and we are trying to find ways to  ensure that these issues are not repeated.  Once again we apologize for the inconveniences. Should you have any further concerns  please contact us.

Sincerely,     
Intraday Coordinator
**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I, the customer, paid extra for 'PRIORITY' Delivery. 9 days to deliver. At the lease the company should refund the difference in the delivery fee. Its unjust toward the customer and a money grab only. Shipping wasnt until december 23rd when ordered on december 18th

Desired Settlement: Requesting $4.32 refund and/or check for being misled into ordering a higher shipping price.

Business Response: Dear *****:Thank you for contacting Vistaprint regarding your recent order #***************.We understand that you are dissatisfied with the shipping speed slected and we sincerely apologize for any inconvenience caused.We have reviewed your acocunt and have confirmed that you placed your order on December 18th and we shipped it on December 23rd, so it could get to you on time for december 26th, which was the date promised. As proof we have attached your order summary with details of your order.Your complaint is not quite clear as all the information suggest that your order arrived on time, based on the shipping speed selected.Please feel free to reply to this email ****************** and let us know if you did not receive the order on the expected date for delivery, or you can also provide more information so we can better understand what area of our service you were not satisfied with and we will be more than happy to assist.Again, we do apologize for any inconvenience caused.Thank you for choosing Vistaprint.     

Sincerely,    
****************
Coordinator
###-###-####

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

IM ENTITLED TO A PARTIAL REFUND OF THE SHIPPING FEE DUE TO THE FACT IT DIDNT SHIP FOR FOR 6 DAYS AFTER I ORDERED.

Business Response: Dear *****:   From your complaint we gather that your order was done on December 18th you paid for seven days delivery and we shipped your order on December 23rd, which was exactly six days after your order was placed.    We understand how you may feel, but based on the complaint we cannot see where we have not delivered what was promised in regards to your delivery time.   We have attached an example which shows the shipping options page, which says “Choose Delivery Time” and it gives you the estimated time for your order to arrive based on the time selected. Please keep in mind that when you are placing your order you will also notice that holiday/s are factored in, so you would be given the time in which you should expect your order.   Our customers are not promised a time in which the order will be shipped out from the printing plant because this may vary. Printing is automated and once the order goes in the queue, gets printed, it is then shipped. Therefore, what we promise is the time when the order is expected to arrive.   As a one time courtesy, we will assist you with the refund you have requested, an email notification of this refund will be sent shortly.  For future orders, we recommend you keep in mind the explanation given above and also the details of your order summary which is sent to you immediately after the order is placed.   Again, we do apologize for any inconvenience caused.   Thank you for choosing Vistaprint.      

Sincerely,     
******** ********
Coordinator
###-###-####  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased Christmas cards with our daughter on them on December 10th. We paid extra for priority service for delivery on the 18th. We received and order confirmation then another email on the 17th saying we will receive the cards on that day. Nothing came on the 17th or 18th. We called on the 18th and were told they had delays that they did not inform us about. I then asked for a rush order by they reassured me it would be here by the 19th and the reorder would not help. They gave a refund and said the cards will be there. Its the 21st and we still have not received them. We are unable to order new cards in time for christmas. We called again and they said they had issues they did not tell be before. They did not have tracking because they had to print them in the netherlands and they would not be here in time. They have no idea what time they will show up. This was beyond misleading and borderline criminal, promising a product they can not deliver and charging extra for delivery that they could not complete. They now said they will send them 3 day rush again with tracking, which is what they should have done originally if they had problems or on the 18th when I called. The cards will now arrive after christmas, well beyond the deadline.

Desired Settlement: We did get a refund and a new order that will not arrive in time for the holiday, the special occasion we bought the cards for. We would like an additional credit for a future order as the second order did not fulfill the original contract/agreement to have the cards in time for Christmas.

Business Response: Dear *****,Thank you for contacting Vistaprint regarding your dissatisfaction not receiving you’re your order for the Holidays.We understand how you may feel and we sincerely apologize for the inconvenience caused.Due to unforeseen circumstances, your Holiday cards were printing at our facility in *****, Netherlands. They were shipped on December 12th but did not get to you.We must take full responsibility for the promised that was made to delivery your order, which we did not honor.We have gone ahead and assisted with an additional credit as requested in the amount of $50.00. This credit is now available on your Vistaprint account and is valid for one year. You may apply this credit at checkout on your next order.Again, we do apologize for the inconvenience caused.Thank you for choosing Vistaprint.     

Sincerely,    
****************
Coordinator
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/29/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed and order on the 6th of December and was to be here today per there web site and the email that was sent to me as well…..Now they are telling me I will not get my cards till the 17th and that is uncalled for because now I won't get them out in time….and all I get from there is I am sorry I am sorry…this has happened before but I thought I would give them a second chance….

Desired Settlement: I WANT MY ORDER HERE WHEN I WAS TO BE HERE…STOP SENDING IT TO UPS THEN TO USPS….THAT IS UNCALLED FOR AND STAND TO THE DATE THEY SAY IT WAS GOING TO BE HERE

Business Response: Dear Elizabeth,

Thank you for contacting Vistaprint regarding the issue with your order not being delivered on time.

We understand that you were not 100% satisfied with your Vistaprint experience and we do apologize for 
the inconveniences caused. We take full responsibility for your order being late. 

The projected delivery date for your order is December 17, 2013. After checking your order I noticed that 
you were provided with a refund for the shipping cost of the order. That amount was $11.74. In addition 
to that I will be refunding the cost for the additional amount spent for the order, $19.11.

Once again we apologize for any inconveniences. If you have any concerns please feel free to contact us.

Thank you for making it Vistaprint.

Intraday
Intraday Coordinator
###-###-####

Consumer Response:

Just so you know giving me the refund did not help that I am out christmas cards that didn't get here..REAL NICE I WILL NEVER BUY ANYTHING FROM YOU AGAIN I  USED TO BUY MY BIZ CARDS AND OTHER ITEMS FROM YOU.NO MORE..




I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 9839109. Please add your rejection comments below. 

 

 

 

Business Response: Dear Elizabeth,

We understand how you feel about the response provided to you. We do realize that receiving 
the refund did not provide you with the Christmas Cards. We are taking these experiences into 
consideration and we are trying to find ways to improve any process that has faults.

Once again we apologize for the inconveniences.Should you have any further concerns please
contact us.

Sincerely,
    
Intraday
Intraday Coordinator
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Regcom bought my account info from Vistaprint and they processed unauthorized bank debits on multiple occasions. The amounts ranged from $55 - 189. They were supposed to repay me all the money withdrawn but now I am getting the run around. was told that the claims department hasn't released my payment and I need to know why and I want my money back.

Desired Settlement: refund of all debited funds

Business Response: Dear *****:   Thank you for contacting Vistaprint regarding unauthorized charges seen on your account.   We want to assure you that we do not provide customers’ payment information to third parties.   Please feel free to forward any information gathered that would support your claim and we will investigate further.   We recommend you make contact immediately with your financial institution, so the charges can be investigated and refunded.   We sincerely apologize for any inconvenience caused.   Thank you for choosing Vistaprint.      

Sincerely,       
Intraday Coordinator

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The attachments are all the information I received regarding my complaint. **** who is in one of the attachments informed me that they received my personal information from Vista Print. I need my money back.

Business Response: Hi *****, Thank you for replying with the requested information. In regards to our conversation today. I submitted the information provided here and via phone to the appropriate department for  the information to be reviewed. the company Web.com is not associated with Vistaprint. We do not sell  our customers' information to them or any other company. Vistaprint is currently associated with webs.com.  Webs.com is Vistaprint owned.  We recommended calling the number on the emails you received to receive assistance from web.com. We apologize for any inconveniences caused. Please feel free to contact us if you have any concerns.

Sincerely,
Intraday Coordinator

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a business website with ********.com which is a division of vistaprint. I have had this website for over 10 years. Approximately 6 weeks ago, my website disappeared and now there are only fragments of the website showing up with other strange messages on the homepage from **** *******. Although I've emailed 5 vistaprint reps about it, and 3 free web reps via email, my website is still non-functional and it's ruining my business.

Desired Settlement: I want all of my information so that I can copy it to another website as well. I need all the data and history. This has been 10 years of service that has all disappeared.

Business Response:

:
 
Thank you for contacting Vistaprint regarding the issue with your website hosted by ********.
 
We understand your dissatisfaction losing your website after having it for ten years and we sincerely apologize for the inconvenience caused.
 
Vistaprint have recently acquired ******** and our systems are not fully integrated, so we do not have access to information you provided to ********.
 
After doing some research, we found that you were in communication with one of the technicians at ********. Therefore, we recommend you reply to the email that was sent, so the issue can be addressed in a timely manner.
 
Again, we apologize the inconvenience caused.
 
Thank you for choosing Vistaprint.
 
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I attempted to use a Groupon and when I put the groupon into the checkout it raises the price of the my purchase. Vistaprint is using False Advertising with this promotion and raises the price on its goods and services when the Groupon is put into their system. The total for my purchase should have been $65.97 and When I put the groupon into the system it raises the costs to $86.47, if you include what I paid for the groupon which was $20 I am actually paying them and additional Fifty Cents!!!!! The employee on the phone insisted that I was attempting to use 2 promotions however I have been on this dozens of times before and always the same prices. If you consistently advertise those prices over the course of a year they are no longer additional promotions and they are your pricing!!!! This is deliberately misleading and the company is attempting to use Groupon for free advertising while at the same time offering no benefit to those who purchased them.

Desired Settlement: I really just wanted to get my business cards without any hassle but alas here we are, the time I spent on the phone just attempting to get your company to do what it said it was going to do was extremely frustrating. We both know that if this problem would have been taken care of at the time I would have come back to use several of your services because I dont have the time to re order and design all this goods again.

Business Response: Dear *****:Thank you for contacting Vistaprint regarding the issue you had using your Groupon offer.We understand your experience was not satisfactory and we sincerely apologize for any inconvenience caused.We gather from your complaint that when you applied your  Groupon offer to the products in your shopping cart the price increased.We have researched the issue and found that you were seeing a promotional offer for the products before your Groupon was applied, because you accessed the website from a URL different from the one provided in the instructions for Groupon offer. Please keep in mind that your Groupon offer gives specific instructions on how to access the correct URL to apply your discount. This means, if you access the website through the URL provided in the instructions you would see discounts applicable to Groupon users. The Groupon offer also as a disclaimer which tells the customer that it cannot be combined with any other offer (please see attached).Therefore, if the website is accessed through any other URL other than the one provided to you, you may see special promotions from time to time.This can be identified by a black line going through the regular price for the items and the new price seen in red (please see attached file).The offers are customized for different users of the website and cannot be combined.However, the customer has the option to use the offer which best suits their need at the time of purchase.Again, we sincerely apologize for any inconvenience caused.Thank you for choosing Vistaprint.     

Sincerely,    
IntradayIntraday Coordinator
###-###-####

Consumer Response: This red pricing that they speak of in their pricing is always available every time you login into the site to order materials and they prices are always the same. This is a deliberate attempt to mislead consumers in their pricing habits and to hide behind this process stating that is an special offer is a flat out lie. They always have their pricing this way and mislead consumers by offering coupons then raising the prices to a consumer when the attempt to use the coupon is criminal.

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: Dear *****:   We understand how you may feel about the information provided. However, at Vistaprint, we adhere to all legal and ethical standards for online services.   As stated in the previous response, there are different promotional offers that are made available to customers from time to time and we do not have a fix promotional price that is offered  all the time.   This is why we make it clear to the customer what our regular prices are and what the discounted cost will be.   Again, we sincerely apologize for any inconvenience caused.   Thank you for choosing Vistaprint.  

Sincerely,   
Intraday Intraday Coordinator
###-###-####  

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/17/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased business cards to be delivered today (Dec.13.2014) I did pay for shipping charges and would like to be refunded for it since they did not delivered. Thanks, ******

Desired Settlement: I would like to be reimbursed, please.

Business Response: Dear ******, Thank you for contacting Vistaprint regarding the issue with your order not being delivered on time. We understand that you were not 100% satisfied with your Vistaprint experience and we do apologize for the inconveniences caused. We take full responsibility for your order being late.  After checking your order I noticed that you were provided with a refund for the shipping cost of the order. That amount was $9.03. Due to the fact that tracking is not available for the order I will be providing you  with a Free Reorder for the Business Cards.  Your New Order Number is *************** and you can expect to receive these Business Cards on or before December 20, 2013. Once again we apologize for any inconveniences. If you have any concerns please feel free to contact us. Thank you for making it Vistaprint.

Intraday Coordinator
**************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/14/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered and paid in full via my credit card for 250 business cards from Vista Print on 11/5/13 and I never received them. I on 12/2/13, I called Vista Print numerous times trying to find out where the business cards were...because they gave me a tracking no. to confirm the destination of the product in route. And the final destination was in my city and state. As stated on the *** tracking form, they shipped from ******** **, US on 11/6/13. However, they were not delivered to any address associated with my account. The tracking information says that the package was transferred to my local post office. I never received a card in the mail stating that they were at my post office. Every person I spoke with was rude and did not speak fluent English. I finally gave up and I am contacting you to help me either have my business cards delivered to my address without paying additional shipping and handling amounts;(where they have been delivered before by the same company) or refund me for the entire purchase amount that I paid for the cards and shipping and handling.

Desired Settlement: I created the cards myself so I would like to receive the product that I ordered without any additional charges. If Vista Print denies my request, than I want a full refund back on my credit card.

Business Response:     Thank you for contacting Vistaprint regarding the issue you had with your missing order.   I am sorry for the delay you experienced in receiving your Business Cards. I have reviewed your account and found that your original order was shipped via *** on November 6th and should have been delivered to you by now.    Unfortunately, the carrier indicated that they delivered but this was not the case.   In order to ensure you receive your items, I am sending you a replacement order that should arrive on or before December 6, 2013. Please be assured that you will not incur any additional cost for this replacement order. If your original order arrives, please accept it with our compliments.   Within an hour of receiving this email you may log into your Vistaprint account and go to ‘Order History’ to view the details of the reorder. You may also access your Order History by following this link: www.vistaprint.com************************************   Again, I am sorry for the delay in receiving your order.   If you have any additional questions or concerns, please feel free to reply directly to this email, or, visit our Contact Us page for additional customer service options: ************************************************   Thank you for choosing Vistaprint.             

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/8/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Account # ************** I orderd a website from vista print monthly I explained to them I only get paid on the first plz change by billing cycle to the first of every month because that's when I cant paid one of there repersentives told me if I cancel and renew my subscription it well reset my payment billing cycle to the 1st I tried this and it did not work and another rep told me to cancel my entire subscrrbtion and re order on the first that iis a lot of work to lose all my information and photos on the site the only way I will do that is if vista print rebuilds my website for me even better than I had it I shouldn't have to suffer the conseques of this this is not good customer support or customer care

Desired Settlement: Complimentary Service what ever help you can offer

Business Response: Dear *****,   We understand how you may feel about the situation but as explained to you in our email response on November 22, 2013. Your bill date is automatic and is based on the date you signed up for your subscription.   We have investigated the issue and found that you did not cancel the website as instructed but it was placed on hold on November 3rd then reactivated.  Placing the website on hold will freeze that site for the period and customer will have the option to reactivate or unfreeze at any time. Which is what was done, this however, does not change your billing due date because the website was never cancelled.   We do not recommend cancelling your entire subscription, but based on the information you provided which indicates that funds will not be available on your account until the 1st of each month. We would suggest you use the cancel subscription option available to you and then reactivate your website on the same day this is done. This means you would get this done on your intended billing date.   Please keep in mind that if you cancel and reactivate on the same day you will not be required to recreate your website. All information for the website can be restored within 90 days of cancellation. We also encourage you to make contact with us to restore your email accounts as soon as the website is reactivated, this will ensure that you do not lose emails that were already on your account.   As a courtesy we issued a merchandise credit on your account in the amount of $14.99 to cover the cost for website services for November 19 to December 19 – 2013. Please use the opportunity to follow the recommendations given above if you would like to change your billing date on December 1st.   We hope the information provided was helpful.   Again, we sincerely apologize for any inconvenience caused.   Thank you for choosing Vistaprint.  

Sincerely,     
******** ********
Coordinator
###-###-####  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received ad online that business cards could be ordered free and at end of order I found there were several charges added to my order . I was willing to pay the shipping , but did not know these additional charges would be added to my visa. 

Desired Settlement: That the order would be cancelled and charges removed from my via acct.  Also that this company should not be allowed to continue false advertising . 

Business Response: Dear *******,   Thank you for contacting Vistaprint regarding your dissatisfaction with the cost for the Business Cards.   We understand that your experience was not as expected and we sincerely apologize for any inconvenience caused.   We have investigated the issue reported and found that you came to the website and selected a design from our free Business Card category.   However, you used the option Advance Editing and this option would be at a cost to you. Before the customer clicks on the click for this option they would be able to see the cost, so this information is not hidden in any way (please see screen shot attached). This option allowed you to edit the backside of the Business Card, which you did.   The free Business Cards are offered as is but we offer customers the option to do advance editing if they need to change the layout, colors or edit the backside.    If the Business Card is selected without clicking to accept Advance Editing it will be at no cost to you, you would only the charged the cost to shipping the Business Cards to you.   Again, we sincerely apologize for any inconvenience caused.   Thank you for choosing Vistaprint.  

Sincerely,     
Intraday Coordinator
**************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was told a refund would be credited back to my debit card, and two months later, 10 emails and phone calls, I have still not received refund. When making a purchase online 12/4/2012 a coupon was not applied to purchase correctly even though the information was entered online. I contacted vistaprint by email and was told I would receive a refund, but it could take up to two billings cycle to show on my account. I emailed them once again on 12/31/2012 to make sure my refund had been processed, and indeed the refund had not taken place. I was them told by email that it would be processed now on 2/1/2013, and could possibly take up to two billings cycles to show on my account once again. I have contacted my financial insitution on 2/4/2013, two months from the original time period given,and there is no information that a refund has been seen through any part of the company. I again contacted vistaprint by phone this time, and ask for a supervisor. I was told that the refund had indeed been issued on 2/1/2013. I once again called my financial institution to verify and there are no such refunds to be processed.

Desired Settlement: I would like to see my refund that I am due of $68, and I believe some kind of compensation for my time wasted with this matter is due but not required.

Business Response: Dear ***** ****: We received your request for assistance regarding a refund amount that you're awaiting. We understand the frustration that you may have experienced during your attempts to obtain a refund for $68. Please be advised however, that an amount of $70.79 was processed as a refund on February 01, 2013. As you were previously advised; this amount will update in your account within one to two billing cycles. Since this refund was done, it has not been one to two billing cycles. We ask that you please allow the required timeframe for this refund amount to be updated by your bank. Again, we apologize for any inconvenience or frustration caused. should you have any further concerns please contact us at: *************. Thank you for choosing Vistaprint. Sincerely, Intraday Coordinator **************

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered some business cards from Vistaprint using their www.vistaprint.ca website. Under the standard package details "Full Details and Pricing" section it states "Document Proof (PDF) INCLUDED". I did not receive any PDF proofs.When I contacted their support center I spoke with a ********* ************, who stated that proofs are not supplied. After I directed her to the website where it stated that they are supplied and I wish to receive them she continued to argue with me. I found this to be very unprofessional. Had I received the proofs I would have made some minor font changes before they printed my business cards. Product_Or_Service: Buisness Cards Order_Number: ***************

Desired Settlement: Refund A refund would be great but personally I don't care if this is resolved or not. I just want others to be aware that if they do business with this company, they may want to be weary of situations such as this and that the company needs to be made aware that they should not be operating in such a fashion.Thank you

Business Response: Dear ******** ** *****: We received your request for assistance regarding your most recent order for Business Cards. We reviewed your case and can understand why you would be frustrated. We would like to take this opportunity to apologize for the inconvenience and frustration caused. Apparently there was a misunderstanding between Both you and the agent you interacted with. We will use this medium to close the loop on this case. Prior to our phone conversation, we are happy to have you edit the card as you desire. We will then order a PDF Proof and sent it to you via email. Once you are satisfied, we will replace your order for you. We certainly acknowledge your feedback, and can also understand your reason for dissatisfaction. We will continue to make adjustments while improving in areas such as this one. Again, we apologize for any inconvenience or frustration caused. should you have any further concerns please contact us at: *************. Thank you for choosing Vistaprint. Sincerely, Intraday Coordinator **************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I never signed up for Vista Print's Rewards Program, and they have charged my credit card for over 5 years to be a part of this program. In 2007 I signed up for some Vista Print business cards. They began charging my credit card to be a part of rewards program that I never signed up for. Vista Print cannot produce any documentation stating that I signed up for this program. Over the course of 5 years, they have removed $1500 USD from my accounts. I have called and cancelled this program and they said they would remove me from it. I believe they used my credit card number fraudulently.

Desired Settlement: I want $1500 USD back from Vista Print, which is $20 per month for 5 years, or about what they stole from me through unauthorized monthly transfers.

Business Response: Dear *****: Thank you for contacting Vistaprint. We understand from your complaint that it was not your intention to sign up for the Vertrue Rewards Program and we do apologize for the inconvenience caused. We have investigated the issue and see that on September 11, 2007 when a set of Business Cards were ordered there was an offer (from one of our affiliates) after the order was placed for $10.00 cash back. The details of the offer displayed in a pop-up window and it also asked the customer to confirm taking the offer by entering your email address twice. This confirmation was successful which allowed you to be a member of the Vertrue Rewards Program. Immediately after accepting this offer an email was sent to the email address entered giving the customer details of the Program and how to claim the $10.00 cash back. We made contact with Vertrue Rewards on your behalf and requested a full refund for the amounts charged since 2007. Your confirmation number is ****** and you should see a full refund within 2-3 business days. The breakdown of the refunds are as follows: 5 x 34.95 12 x 29.95 12 x 24.95 12 x 20.95 12 x 17.95 11 x 14.95 Again, we apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint. Sincerely,  Intraday Coordinator **************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/2/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered checks 21 days ago,supposed to have received them in 7 to 10 days, vista print reorders the checks to allot themselves time,business suffers checks ordered Dec 31, 2012 almost a month later no checks, and I continue to receive false information as to my order. Call center overseas has to call Canada. Vista Print hasn't followed up with me during the process.I will cancel my service with them, low price in this case equates to poor and lengthy service.In business time is money, and this company has cost me.

Desired Settlement: I want full reimbursement.

Business Response: Dear ******: Thank you for contacting Vistaprint regarding checks ordered. We must apologize for the order not being shipped due to printing issues that we have now been made aware of. Our technical team have been notified and are working to have this issue resolve as soon as possible. We understand there were no updates to inform you of the status of the original checks order and you had to call to be told the checks did not print. We want to assure you that we are in the process of putting a technology in place that can detect when an order hasn't printed within a specific period of time so we can notify our customers of any issue. We will go ahead and assist with your request for full reimbursement. A refund of $7.98 was already processed and you can expect to receive an additional $2.49 which should be reflected on your statement within 1-2 billing cycle. Again, we apologize for any inconvenience caused. Thank you for choosing Vistaprint.  Sincerely, Intraday Coordinator **************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want them to remove my personal information ASAP. I do not want to see any sensetive information saved their system for public Attention BBB Vista print is violating my privacy by not letting me delete my personal information from 2005 until now. They told me that all my old order histories are for my own information only and no one can see them. I asked them then I should be able to delete anything that I do not like to see. They said we can not help it is permanent it can not be deleted. WOW. I will report this to all over the internet and let people know. I also will take action and practice my right. This is unacceptable to me and I want VISTA PRINT to let me delete my personal information or remove everything from their system and close my account forever. I am sick and tired of getting marketing calls. This is all vista print's fault. After each order my both phones start ringing for months. Thank you for reading and I hope you will take action soon ***** ****

Desired Settlement: Attention BBB Vista print is violating my privacy by not letting me delete my personal information from 2005 until now. They told me that all my old order histories are for my own information only and no one can see them. I asked them then I should be able to delete anything that I do not like to see. They said we can not help it is permanent it can not be deleted. WOW. I will report this to all over the internet and let people know. I also will take action and practice my right.

Business Response: Dear *****: Thank you for contacting Vistaprint. We understand from your complaint that you would like to be able to delete items on your order history. We are sorry to let you know that at this time there are no options to delete items that you have purchased in the past. The items on your Account that you have ordered previously cannot be deleted and they are stored permanently. We assure you that the items in your Account will only be visible by you when you log in to your Account and we do not make your personal information available to anyone else. If you prefer not to see your old orders, we recommend you close your existing account and open a new one. You may contact us and let us know if you would like your existing account to be deactivated. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint.  Sincerely, Intraday Coordinator **************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: www.Webs.com of VISTAPRINT changed the expiration date of my credit card on file to a false number to make unauthorized charges. On January 25th I was charged for a renewal that I had opted out from. The service authorized two charges one for $99.95 and one for $66.95. After the unauthorized charges were done I received an email saying that I had been charged. I then contacted the company and after several emails I was issued a refund. WWW.WEBS.COM (VISTAPRINT) also changed the date on my credit card to a false date in order for this charge to go though. These unauthorized and fraudulent charges on my account overdrew my account resulting in fees. I was refunded for the 99.95 charge and due to me contacting the company the same day I avoided the 66.95 charge going through. Account: ******** (#********) Order Date: 01/25/2013 12:00:00 Order Number: INV-******* Item Description Amount Enhanced 1 Year Package $99.95 Order Total: $99.95 Account: ******** (#*******7) Order Date: 01/25/2012 06:41:33 Order Number: INV-****** Item Description Amount Enhanced 1 Year Package $66.95 Order Total: $66.95

Desired Settlement: I am looking for this company to be held accountable for fraudulently changing the date on my credit and charging me for an unauthorized charge. I am not seeking a refund due to already receiving one and I can take care of my bank fees.

Business Response: Dear *******, Thank you for contacting Vistaprint. We are sorry to hear of the issue explained in your complaint and we do apologize for any inconvenience caused. We have investigated the issue and can provide you with our findings which are listed below: * The amount $66.95 was the initial charge you paid when you first signed up (January 25, 2012) for the website service by going to www.webs.com * The order was for an enhanced 1 year subscription package and the subscription was setup to auto renew each year. * On January 25, 2013 the enhanced 1 year subscription was billed at $99.95 and this was the only amount that was processed from the account information you had on file. * You made a request to cancel your subscription and this was done and fully refunded ($99.95) on January 28, 2013. We are not authorized to make any changes to customers information stored as this would be fraudulent as you have mentioned. We can assure you the investigation does indicate that you put in your payment details online and input expiration date 10/13. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint. Sincerely, Intraday Coordinator **************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered return labels and have not received although they were supposedly shipped to me multiple times.

Desired Settlement: Refund and product.

Business Response: Thank you for contacting Vistaprint regarding the issue with your order for Return Address Labels not being delivered.We understand that you were not 100% satisfied with your Vistaprint experience and we do apologize for this. I checked your Vistaprint Account and saw  that there were two reorders done forthe Return Address Labels. The last reorder was done yesterday Nov. 14, 2013. On that reorder you provided us with a new shipping address. That order will be delivered on Nov. 21, 2013. Due to the inconveniences caused, we will also provide you with a full refund for the order. That amount is $8.70.Once again we apologize for any inconvenience caused. If you have any concernsplease feel free to contact us.Thank you for making it Vistaprint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/24/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered $594.60 worth of products AND PAID FOR THEM and only received 62.65 worth of the order. Checked on website and it said "waiting for payment". We sent payment, and they cashed the check. We called them only for the 1st rep to tell us he had to "research it". I ordered the items online and included the orders stapled to the check when mailed!!!! We then called back and asked for a supervisor. After waiting 15 min. on hold we called again and asked for a supervisor. We finally got one and after looking at it again she said she would be out tomorrow but would call back Monday as she tried to get hold of the accounting department to release the order. UNACCEPTABLE I have the cashed check. I told her that and asked if the accounting department was working today?? She said yes, but she would have to do it herself and she would call back. HUH?

Desired Settlement: Get the order to me ASAP expedited since it was ordered on 10/17/13 and the check for the $594.60 was cashed on 10/21/13. They have my money and haven't sent me the remaining 531.95 worth of my product even after cashing the check. I explained to them I am a school principal and although I have ordered many times before this was unacceptable as I have a distinguished visitor arriving at my school tomorrow from the ****** ***** Foundation and now I don't have my product here.

Business Response: Dear *******:   Thank you for contacting Vistaprint regarding order #***************.   We understand your experience was less than satisfactory and we sincerely apologize for any inconvenience caused.   The experience you had, even after speaking with a supervisor is totally unacceptable. Therefore, we will investigate the issue to find out why the necessary steps were not taken to address the reason why you made contact with us.    We have since released your order into production and it is expected to get to you within two business days (November 15th).    We want to assure you that this is not a typical Vistaprint experience and we hope you will give us another opportunity to win your satisfaction.   Again, we sincerely apologize for any inconvenience caused.   Thank you for choosing Vistaprint.      

Sincerely,
Intraday Coordinator
1-800-961-2075  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint concerns a failure of notice of change in terms and conditions of service and collections causing consumer damages. Vistaprint ("Vista") provides web maintenance as well as email for my business, which consists of a legal practice. For rendering such service, Vista charges approximately $37 a month, for which I pay via automated online payments. Unbeknownst to me, my credit card registered with Vista expired in September 2013. Upon notification, I updated the information and a charge was debited October 9, 2013. On October 19, 2013, my website and emails were shutdown, without a call or further notice. Although Vista sent an email for notification of suspension of account on October 1, because a charge was debited October 9, I understood that the account would not be cancelled. Notably, Vista sent another email of account suspension on October 8, one day before it processed my payment. I have been with the company since December 2010 and in the past, when there is a disruption in payment, the company has not shut down the website or email. Rather, it discontinues the customer's ability to edit or make changes to their services. The disruption in service caused delays in receiving important legal emails and embarrassment for the firm. A simple call or additional notice AFTER October 9, would have indicated to me that a payment problem continues to exist. Under the consumer laws of the United States and District of Columbia, Vista should have done the following PRIOR to cancellation of an account and termination of services. First, Vista should have notified its consumers of the change in its practice, if it now cancels services upon payment delays. Second, consumers should be provided at minimum 30 days from the date of cancellation notice to cure the problem. Third, consumers should be provided written mailed notices of cancellation with date of cancellation. In my case, for example, had Vista notified me of a second notice AFTER October 9, it would have indicated to me that the payment issue was not resolved. Following the above practice would have prevented additional delays and expenses for both parties, and to ensure that the customer is properly notified of any service interruption or payment issues.

Desired Settlement: I called Vista and it has promised me that my emails would repopulate in my inbox and that my fee has been slightly reduced. However, I would like Vista to provide six months credit towards its monthly fees, as I have been a long time customer and its failures to provide proper notices caused significant delays to my emails. Additionally, because my clients heavily rely on emailing important data and documents, and prospective clients rely on my firm's internet presence, the termination of website content and email service caused extensive appreciable harm to my business. Finally, I was forced to spend approximately 1 hour in making a call to Vista, reviewing bank statements, and drafting this complaint.

Business Response: Dear ****,Thanks for contacting Vistaprint regarding your Website issues.Our finding indicate that the Website - legaloptionstoday.com – was cancelled due to a decline for payment for the month of September. Our automated billing system attempted to charge 3 times during September, all attempts in this period were unsuccessful.Our records also indicate that email notifications were sent during the month of September for the decline in payment.We are now seeing that the Website is active as we were able to collect the funds for September.At this time we have gone ahead and applied 3 free months to the Website Package.As the website was cancelled due to payment decline, the webmail accounts were also cancelled. We are now seeing that the webmail accounts were restored and are available for use.Please accept our apologies for the inconvenience caused.Please feel free to respond with any additional questions/queries.

IntradayCoordinator
Vistaprint
###-###-####

Consumer Response: I have reviewed the response submitted by Vistaprint and have determined that the response addresses some of my issues and/or concerns in reference to complaint.

However, other concerns were not addressed.  For example, Vistaprint never discussed its policy it was following in canceling my website and in fact, my email messages were not restored.  While email was "reactivated,"  I lost several emails sent during the shutdown period and there is no way, on my end, to retrieve these messages.  Thus, before I accept Vistaprint's response, I would like to know specific policy or procedure in place in order to avoid problems in the future.  Thank you.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our accountant discovered an unauthorized $3.99 VistaPrint Charge on our Company Credit Card Statement that dates back for several years. It was going unnoticed until this point. We have been calling and trying to resolve this issue for months. Because we have NO idea where it came from and cannot provide an account name, they claim that they cannot help us. They said they weren't allowed to pull it up by credit card and that nothing shows under our company name or any of the many employees names we have. We want this to stop IMMEDIATELY and we would like a refund of at least 12 months for this erroneous charge. After repeated attempts to talk to someone it is useless. They cannot understand English and refuse to help you.

Desired Settlement: To IMMEDIATELY stop billing us the monthly charge of $3.99 and to refund us for all the times they have charged this with NO authorization in the past.

Business Response: Dear *******:  Thank you for contacting Vistaprint regarding unauthorized charges seen on your statement.We are sorry to hear of your experience with the service provided when you called for assistance with this matter and we sincerely apologize for the inconvenience caused.In order to investigate the charges please help us by providing the last four digits for the credit card that was used, the expiration date for the card and a date for the transactions in question.Please feel free to forward the above requested information to cpr@vistaprint.com and we will investigate and provide you with our findings.Also, based on the fact that these charges are unauthorized we would recommend contacting your financial institution to report the issue.  Again, we do apologize for the inconvenience caused.  Thank you for choosing Vistaprint.    

Sincerely,   
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I received a phone call initially after filing this BBB complaint from Vista Print.  They said they would look into the charge and call me back.  Someone called me back and said they still haven't found the charge.  How can you be charging our card and not find why or where you are charging it was my question to her.  She couldn't answer me - just assured me she would get to the bottom and call me back.  This was last Thursday and I haven't heard back.

Business Response: Dear *******,  We understand how you may feel about the issue and we sincerely apologize for the inconvenience caused.   When we made contact with you last week you were informed of our attempts to locate the reported transactions, which were not successful. The information provided for the credit card (MasterCard ending **** expires **/16) did not help in finding the transactions. You were asked if there was another card associated with the account at the time the charges started to appear and you said no there was no other credit card.   

Without additional information we would not be able to locate the transactions in order to get the issue resolved. We are therefore recommending that you speak with your financial institution, so an investigation can be done to locate these transactions in order to have them cancelled. This investigation will also help with finding the person responsible for the unauthorized use of the credit card.   Again, we sincerely apologize for the inconvenience caused.  Thank you for choosing Vistaprint.      

Sincerely,     
Intraday Coordinator
1-800-961-2075  

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

You cannot seriously tell me that a company who is CHARGING our card cannot find our information using the credit card that they are charging.  Our bank can stop payment going forward, but this still does NOT provide us the refund needed for all the erroneous charges.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/30/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered cards and they claim to have sent them through UPS and delivered them to the post office and the tracking info states they are at the post offie. The post office said ups doesn't deliver to the post office.

Desired Settlement: Deliver the order overnight no extra charge to me or full refund. it has been 16 days

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered some business cards with the wrong address. Once I realized it I call to try to fix the problem they told the cards had already been printed. I understand that can't be fixed and is not their problem. However, I told them that I would like to order another set before the old set shipped so I wouldn't have to pay shipping twice. I was told they had already shipped. I called them at 8:30am. The cards didn't ship until 4:30pm! Now I am forced to pay shipping costs again. Since I was lied to about the shipping I can't help but think that I may have been lied to about whether or not the first set of cards with the error had been printed at the time of my call. I think these people are either crooks or just don't care.

Desired Settlement: I would like to refunded the cost of shipping for the second order of cards. And the price for the first set with the mistake if they hadn't been printed yet(no way to know for sure).

Business Response: Dear *****:Thank you for contacting Vistaprint to inform of the experience you had when you called for assistance with order # ***************.We understand your experience was not satisfactory and we sincerely apologize for any inconvenience caused.As per our conversation over the phone, it was explained why we could not have stopped the shipment at the time you made contact to inform of the error, but we could have done more for you to assist with a replacement order (we could have assisted with a store credit to help with the new order).We take responsibility for the experience you had and have issued a full refund of $24.49. An email notification of this refund will be sent shortly.Again, we do apologize for the inconvenience caused, should you have any further concerns please contact us.Thank you for choosing Vistaprint.     Sincerely,    IntradayIntraday Coordinator###-###-####

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Regards, ***** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/14/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have ordered checks from this company three times and have NEVER received my personal checks. The shipping label has been incorrect. After not receiving checks the second time ... I called and spoke with a supervisor in customer service ... she guaranteed the order would be correct. I was to receive the checks yesterday, I didn't, I chatted live today and the checks were returned AGAIN because the shipping label was incorrect. They have refunded myself all the fees ... which is a mute point considering I haven't had checks for almost two months due to their error and cost me an additional $30.00 in paying my rent late waiting for my checks. Also ... they advertise they do 3 day shipping except for personal labels .... I didn't order labels ... requested 3 day shipping and was told not on checks. The 3 day shipping is on their website.

Desired Settlement: To let the public know this company is not competent in attempting to satisfy customers nor do they fix their errors.

Business Response: Dear *****:  Thank you for contacting Vistaprint regarding the issue you had with your checks order.   We understand your experience with us was not satisfactory and we sincerely apologize for the inconvenience caused.   We have researched the issue and can confirm that the checks were shipped but each time this happened they were returned stating incorrect address. The reason for this would be because your street address was entered in the wrong area when you filled out the information for the checks. It was found that your Name was entered in the first box that says Full Name and your street address was entered in the box that says Full Name 2 (optional).  

For security reasons checks are shipped to the address that is entered on the checks at the time they were created and a representative does not have the opportunity to help customers with getting the information entered on their checks.   It is very important that the information requested when creating a check order be placed in the correct areas because the shipping label will be generated from requested areas and it will print out according to what was entered.   However, we do take responsibility for the trouble you had making contact with us and not getting the necessary information to assist with fixing the issue. The fact that you reported your order was late and it had past the time for delivery, the representative should have obtain you confirmation on the address the checks were shipped to, so the issue could have been resolved at that time.   

It really took quite a few contacts before you were given the correct information to fix the issue, but by this time you were already frustrated with our process and you disconnected from the chat representative.   We want to assure you that we do advertise three business days shipping for checks, if a customer does an instant quote from the website or get to the shipping page when ordering checks they will not see this option.    Since we have already assisted you with a full refund on your order we would still like to offer you the checks at no cost, but you would need to make the necessary changes to the existing check saved on your Vistaprint account, once the changes are saved you can make contact with us so a replacement order can be done.   Again, we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.   Thank you for choosing Vistaprint.      

Sincerely,
Intraday Coordinator
1-800-961-2075  

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I ordered checks from another company.   There is information in the response above that is opposite what I was told by customer service reps and by a customer service manager.  EX:  I questioned both the customer service representative and customer service manager for 3 day shipping and was told that can't be done.  How can I be told today ... it can be done!  I was told by customer service the shipping label omitted my street name but the address on my checks printed correct.  How can the address be correct on the checks but not on the shipping label?   Apparently she was looking at both.  How is it my fault the shipping label is wrong.  VistaPrint needs to bring jobs to America.  In America ... we would research why checks were returned ... fix the problem.  We wouldn't shred the checks when they are returned without researching the problem.  My frustration level with VistaPrint is high and nothing will fix my opinion about VistaPrint.  I did log out yesterday ... I've been dealing with them since September 5, 2013 for checks.  How much is one person supposed to accept and now the problem is turned back on the customer?

Business Response: Dear *****:  Thank you for your response regarding the checks order.   I take this opportunity to apologize for the information provide in my previous response to you, which said we do advertise three business days shipping for checks this should have read we do not advertise three business days shipping for checks. You will not see three business days shipping offered as an option for checks on the website.   I understand how you feel about the issue, but I can assure you that it was investigated and you were provided with my findings in the previous response.  This was a situation that really went wrong and I will provide feedback on this case to the relevant team, so that we can better our offerings for future.

Again, I apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.      

Sincerely,      
Intraday Coordinator
1-800-961-2075  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: August 24th, 2013 I ordered 250 business cards for $10.00. I ordered on line through their web site. I ordered by check. I forgot to put the order number on the check, therefore I called the company through their 800 number and gave them the order number. As of today, Sept. 20th, I have NOT received the order. I called the company today, Sept. 20th and the person I spoke to could not find the order. I also called my bank and it was confirmed the check had been cashed. I asked the clerk on the phone to refund my money as I have waited too long. I was told that it would take anywhere 3-4 weeks to receive my refund. This is unacceptable! I think this is false advertisement/fraud. Someone cashed the check (that they can't seem to find)nor the order. I was told the person I talked to previously didn't process the order number that I called in. I will NEVER do business with this company again, nor will I refer them to anyone!

Desired Settlement: Would like to have the $10.00 IMMEDIATELY. Not 3-4 weeks. I want it NOW!

Business Response: Dear *****, Thank you for contacting Vistaprint regarding the issue with your order for 250 Business Cards for $10. We understand that you were not 100% satisfied with your Vistaprint  experience because you did not receive your order. We also understand  that you requested a refund for the order.  From our conversation today, it was established that you did send the  check and it was cashed by us. The order was not released because you  did not place the order number on the check which made it difficult for us to locate the order. You contacted our Customer Service department  about the issue but a resolution was not reached. We take full  responsibility for the inconveniences cause and we have released your  order based on the agreement reached today. You can now check your order history in your Vistaprint account for tracking information. Once again, we apologize for any inconvenience this may have caused,  should you have any further concerns please contact us.      Thank you for choosing Vistaprint. 

Sincerely,     
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: You continue to charge me a $4.99 charge on my credit card every month even though I do not have an active account with you. I have contacted you about this and told you that I do not have an open account with you. Your representative took all of my information, all the emails me or my husband have ever had, any phone numbers and addresses we have ever had and confirmed that while we had an account in the past we do not have an open account. We have never ordered a re-occuring service from you even in the past. In that past we had only used your company for one time print orders. I have now called twice to get this resolved and after this most recent time, have not heard anything back. I have filed disputes with my credit card company every month for this charge and every month they overturn it and tell me that they are putting a block on the card for your company, but every month it appears again. This has cost me countless hours of calling on the phone and wasting my time. I would like you to stop billing me immediately.

Desired Settlement: I would like this to be handled completely and find whatever account my credit card must be mistakenly linked to. I would like a phone call with the resolution as well as in writing in an email. I would also appreciate some type of merchandise credit for all the inconvenience this mistake has caused me.

Business Response: Dear *****, Thanks for contacting Vistaprint regarding your issue. We understand from your complaint that you are receiving monthly  charges to your credit card of $4.99 and that these charges are coming from Vistaprint. During our conversation you provided me with various email addresses  from which I located two accounts. None of these account had reoccurring charges. You also provided me with two Credit Card information. I used  this information to generate searches to locate the charges but found  nothing relating to you or your accounts. You also mentioned that you  received a new Credit Card from your bank due to Fraudulent activities  associated with your old card. Even after this you were still receiving  the charges from us. I checked with our finance department and the only  way charges could still be occurring on your new card would be for  someone to update our system with the new Credit Card information. Due to the fact that you did not do this, I have submitted the issue to our Fraud Department. I also requested, from you, a copy of your bank statement to assist with the process.  You can expect to receive a call from the Fraud Department regarding this issue.

Sincerely,
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There are several problems I have experience with Vistaprint. 1. My website got hacked into twice 2.Over a year worth of confidential emails, just disappeared. I stayed on the phone with customer service for over thirty minutes. I email them about this problem several times. I recently got on Facebook to complaint again about this problem that they are having with their web services. See below is the fees back I do from the social network: Hi ******, I am sorry but unfortunately, due to the manner in which your emails were deleted we are not able to have them restored. Please accept our apologies for the inconvenience caused. Regards, ***** Social Support *: ************ Vistaprint Make an Impression. We empower millions of people worldwide to make a living, make a connection, and make a difference. From: ****** ******** [mailto:**************@hotmail.com] Sent: Thursday, September 19, 2013 4:43 PM To: Social Support Subject: RE: Account number-************** *****, What happen to my emails? It had to be on vistaprint end! My email is ******@**************.com. this the only account I have had trouble with, and no one on your end can tell me why. Someone should know what's happening with vistaprint web services. Who monitor the web sites for customers? These questions has remain to be unanswered! leaving a customer like me to take to internet to find out who's having the same issues that I am. So any help you give will be appreciated! ****** ******** From: socialsupport@vistaprint.com To: **************@hotmail.com Subject: RE: Account number-************** Date: Thu, 19 Sep 2013 20:38:41 +0000 Hi ******, Thank you for sending your information. Please advise me of the mail box and the duration of the missing mails. I will be happy to further investigate this issue. Please be advised that there is no guarantee that the mails can be restored to your mail box. Regards, ***** Social Support *: ************ Vistaprint Make an Impression. We empower millions of people worldwide to make a living, make a connection, and make a difference. From: ****** ******** [mailto:**************@hotmail.com] Sent: Thursday, September 19, 2013 3:57 PM To: Social Support Subject: Account number-************** Importance: High Thank you for taking my inquiries serious. Also, since you're looking into my account, please look into all my credits that suppose had been refund. Thanks in advance. ************** 3. They was charging me an extra $4.99 per month without my consent and knowledge. Until I happen to look into my account with them. They suppose to issue me credit. I would like them to look into all the credits that was due to me and I want to see proof. 4. One month customers called to find a recorder on saying that they were closed during business hours.

Desired Settlement: What I WANT, is for Vistaprint to stop apologizing for their mistakes and fix my problems. I need those emails back! I also would like six months of internet services credit back to me for all the trouble they have cause. This will give me a chance to look for a more secure web hosting company. That has top notch security.

Business Response: Dear ******: Thank you for contacting Vistaprint regarding the issue of missing emails from your account. We understand that this experience was less than satisfactory and we do apologize for the inconvenience caused. When you made contact with us via social media, we advised you that we would try to assist but would not be able to guarantee that the emails could be restored. At that time we reached out to our engineers, who were not successful in retrieving the lost emails. If at all there was any possibility of retrieving these emails, we would surely have a resolution for you on this matter. For the inconvenience we would like to assist you with your request for a refund on  six months of website payment. This will be six amounts of 19.97 totaling $119.82, these amounts should reflect on your statement within 1-2 billing cycle.

In your complaint you mentioned being charge for services you did not consent to and you were promised credits for these amount which you seek clarification on. We want to assure you  that we do not add services to customers bill without their knowledge or consent. Services added to customers subscription are selected and added by the customer and information on the amount customer will be charged going forward appears in the form of a pop-up on the page. After doing some research we can confirm that you were already issued a Merchandise Credit when you advised us of this issue (credit issued February 27th 2013). This credit has since been used to pay for your website subscriptions since March 19th  – July 19th 2013. Again, we apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint.      

Sincerely,     
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I set up an order for several products on vistaprint's website, with 2 occurrences of special pricing, one of which applied to 3 sets of business cards. (note, special pricing rather than a promotion, available at the stated price regardless of any promotion added to the order). My total before shipping came out to $81 and some change. I made sure the items were saved to my online portfolio, then opened a new tab with a groupon code I'd previously purchased with a $45 value for any product including free standard shipping if my order was over $75. The website would not allow me to add the business cards I created to the order once the coupon was applied, so I had to contact customer support. After a phone call that never connected to anyone, and a web chat that proved unhelpful at best, I was given another number to call and finally reached a customer service rep. She was able to set up my order and apply the groupon code, however the pricing I was quoted for the business cards had been raised, and my order now totaled over $116 AFTER applying the $45 discount ($80 total difference between the 2 identical orders). After speaking to a supervisor, my cost had been lowered to $106, they offered me a $25 refund, and free 7-day shipping. This meant my order was $45 more than I had planned and my promo code was invalid. I did approve the order at that point and am now waiting on the shipment. In my eyes, this was an issue of false advertising, regarding price and terms, as well as poor customer service. I realize that the pricing I expected was far better than the actual value of ordered goods, but savvy customers like myself are a risk businesses must take (and something they must honor) when offering similar promotions to the general public.

Desired Settlement: As I still retain the Groupon promo code I purchased I expect no settlement, however this issue should be addressed, and should not occur for any other customers with the same problem.

Business Response: Dear *******: Thank you for contacting Vistaprint regarding the issue you had placing your order.  We understand your experience with us was not satisfactory and we sincerely apologize for the inconvenience caused. In your complaint you mentioned setting up an order for several products with two occurrences of special pricing. Based on what you have said, we want to clarify that if you see special pricing for the products on the website it is in fact a promotional offer. Special pricing would mean that the cost for the item being purchase is not offered to you at the regular price but at a reduced cost. When the customer goes to the website the regular price would be seen in black with a line through it (old price) and the promotional or special price would be seen in red (new price).  This also displays in the customer’s shopping cart so they know it’s a promotion or a special offer.

You may see an example of special or promotional pricing attached. When a customer purchases a coupon from Groupon, they are sent an email with instructions on how to use the coupon. This communication also carries a disclaimer letting the customer know that the coupon cannot be combined with any other offers. With this information the customer would then decide which offer to use for their order. Please see an example of disclaimer on email from Groupon attached. When you contacted customer service, you were educated on the issue and assisted with getting your order placed.

To assist you with getting the special offer you were seeing before you made contact, your order was placed for $106.21 and a refund was processed for $25.00, this means you paid $81.21 for your order. We want to assure you that your Groupon coupon was not used on the order and therefore is still Valid. If for some reason your coupon does not work, feel free to contact us using the number below and we will check the coupon for you. This also means that since the coupon was not use on your order you would still be entitled to a refund of your coupon value from Groupon. Again, we apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint.      

Sincerely,     
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The business card pricing in question was not listed as a special price, simply as the price i was originally quoted online. This pricing, I know from ordering for previous companies, is standard pricing for first-time purchasers. Additionally, there were products in my order that were marked in black with a strikethrough and "special" pricing in red; those products retained the special pricing when my final order was placed. I still feel as though Vistaprint is trying to misrepresent their special offers and I'm sure other customers must be having the same issues.

Business Response: Dear *******:  Thank you for your response regarding the issue you had placing your order. We understand how you may feel, however, we do not have any special or promotional price dedicated to first time customer. From time to time customer may see special offers when they come to the website or they may receive promotional emails from us. When the customer gets to the website they are able to see the regular price as well as the new offer if promotions or specials are running at that time. We appreciate the feedback you have provided and will pass this on to the relevant team.

Again, I apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint.      

Sincerely,     
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: O 7/23/2013 I order Business Cards they cost me $ 42.12 my order # ************ I was told receiving for free Intult GO Payment . I have been waiting on my package , I then looked up the tracking # and seen it had went back, When I called they said they were having technical issue and to call back . I could not even email Vista Prints. I was looking at the tracking I noticed that the address was not printed correctly on the business Cards they had **** ***** **** RD there is not an ***** **** RD that is when I found out my Package had been sent back. the address that was suppose to be on the Business Cards is **** ***** *** RD ********* NC *****. And I have not received a phone call or I can't call them. I am going to try again on 8/7/2013. If it can't be done correctly I would like to be refunded

Desired Settlement: That the correction will be made. That Vista Prints will be suitable to the issue.

Business Response: Dear ********, Thank you for contacting Vistaprint with the issue regarding order number ***************.  We apologize for you receiving your items with incorrect information.  We take full responsibility for the errors and for the inconveniences it caused.  In regards to our conversation today, we have gone ahead and edited your  Business Cards and Letter Heads with the information you provided. We  placed  a rush order for 2 business days for the new items. You will receive this order  on or before 8/12/2013. We have also issued a Refund for the product total of  your order which is $41.79.  We apologize for any inconveniences. If you have any concerns please feel free to  contact us. Thank you for making it Vistaprint.

Sincerely,
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: Dear ********,  In regards to our conference call today ,we apologize for the situation with the third party company and the product. We do business with third party companies in terms of advertising and providing informing of their products and services to all customers who visit the website. We will sell these products on behalf of the third party companies. Whatever information is on our site, is information provided by the third party company. We apologize that insufficient information was submitted on the site and this is an issue that will be looked into.In regards to your order, tracking information shows that the order should be delivered today. I will call you to ensure the order was delivered and that the products are ok.We apologize for any inconveniences caused. Thank you for making it Vistaprint.

Sincerely,
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

8/15/2013   I Have not received merchandise however, the merchandise was suppose to be delivered two days ago, I feel like I feel like Vista should do more for there customer. Besides what they have already done, this is not acceptable.  I called MS. *****  left her a message, saying I did not receive the package, can she do a trace on it. We had a Conference here in NC for Business, I was not able to pass out my Business Cards considering I was waiting on the merchandise that was suppose to had been here two days ago. I am asking Vista to be  suitable to this situation .     

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/27/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a cancellation notice due to my credit card being declined. I verified with my credit union that they were blocking payments in the state of MA due to fraudulent activity which was why the payment did not go through. Long story short...Vista Print's website policy is that you're website is still available to your customer pending suspension but the website owner cannot access or make any changes to the site. My site was not available to my customer and spoke with a customer service representative ******* ******* on 9/4/13 and her supervisor that assured me that the website was accessible and found that it wasn't. He was going to escalate the matter for resolution and never did anything or resolved the issue.

Desired Settlement: Access to my website to get my information from the site

Business Response:

Dear ******:  Thank you for contacting Vistaprint regarding the cancellation of your website.  We have done our research and found that your website was suspended for lack of payment since July 2013. There were multiple attempts to take payment without success which resulted in your website being cancelled in August.
 
When payment was again attempted on September 3rd the website was already cancelled, but because there was an attempt for payment the website status changed to suspended. You made contact with us, to let us know you received notification that your payments weren’t going through, at that time you were advised to make contact with your financial institution to find out the cause for the payments being declined.

For the inconvenience we would like to offer one free month of service if you would like to reactivate the website, however, all outstanding payments would need to be paid before we are able to assist you with this offer.

Currently the charges are:
· For the period of July 09, 2013 to August 09, 2013 when the website was suspended but was still available online $9.98
· A prorated amount of $1.60 for the period August 09, 2013 to August 14, 2013 (your website was cancelled and removed from the internet on August 14, 2013).
· For the new billing period, which will be the date that you wish to reactivate the Website ($9.98). 

Please keep in mind that all outstanding amounts must be paid in full before access is given to retreat the content from the website.  We apologize for any inconvenience caused.  Thank you for choosing Vistaprint.

Sincerely, 
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I do not accept the response due to incorrect information regarding the website being available during the suspension. I spoke with a supervisor regarding the website not being available as policy states and he stated that he would escalate the ticket to resolve the issue and did not. As he assured me on the phone that the website was available and when he checked it, he found out that it was not availabe. I don't want free service and I am not going to pay for a service that was not available to my customers or myself for that matter. I want to be able to access my information on the site to save it for my records.

Business Response:

Dear ******: You mentioned in your complaint that you spoke with a supervisor who promised to open a case in order to find out why the website was saying suspended.  We have reviewed your account and what we see is a case that was created to research why your payment was not going through when the attempts were made. This case was created on September 4th and an email was sent advising you of this.

In your complaint you stated that you verified with your Credit Union that they were blocking payments in the state of MA, which was why the payments did not go through. This definitely would have caused your account to be cancelled over the two month period that we were not successful in getting your payments.

We have made the decision to assist with a Merchandise Credit on your account to take care of the outstanding amounts. You will receive an email informing you of a Merchandise Credit of $21.56 and we are asking that you ignore this email, because the amount will be used to reactivate your website. The website becomes active as of today’s date September 27, 2013 and based on your previous request, it is pending cancellation on October 3, 2013 (at the end of the billing cycle). 

Please feel free to log into your Vistaprint account to access your website’s dashboard.
· Visit our website at http://www.vistaprint.com
· Click on My Account. (If you are not signed in already, you will be prompted to do so.)
· Click My Websites in the "My Services" section.
· The My Services Dashboard displays. In the left navigation, click the Website name

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
    
Sincerely, 
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a groupon in August 2013, which I evidently, unknowingly used. I thought I had gotten out of their website before placing the order and at the end of the purchase it did not say a coupon was being used to make the purchase (I thought I was getting a discount due to the promotion I had received on an email from previous purchases, plus the discount they were giving me on the email), especially since it didn't say there was a coupon in effect on the invoice when paying. The value for the groupon was $70, though I purchased it for $17. I would have used the entire $70 had I known it was being used since it says it is only for 1 time use. I tried contacting them on chat and was told there was nothing they would do since it had been used. I sent them an email and am awaiting their response. Also, I printed off the order (in case they try to alter it) and no where on it does it say the groupon was used.

Desired Settlement: I would like to be able to utilize the full credit of my groupon - $70.

Business Response: Dear *****, Thank you for contacting Vistaprint regarding the issue with your Groupon. After investigating it was confirmed that the Groupon Code was used on the  order placed on 8/12/2013. We understand from your complaint that this was  not intentional and that you would like the opportunity to utilize the value of the Groupon which is $70.00. We do not have an option to reuse a code  that has been submitted and we are unable to provide you with a new code as codes are only issued by Groupon. Due to this we have decided to provide you  with a refund for the cost of the Groupon. This amount is $17.00. You can  expect to receive a check for this amount in your mail.  We apologize for any inconvenience this may have caused, should you have any  further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vistaprint is giving my personal contact information to other companies, who are in turn sending spam to my email address. This kind of practice is disgusting at best. These companies disregard any privacy for people.

Desired Settlement: I want to be assured by Vistaprint that ANY and ALL of my contact information is removed from any list or database that they have. I also want assurances that this information will NOT be given to anyone else or sent anywhere else.

Business Response: Dear *****:  Thank you for contacting Vistaprint regarding emails you are receiving from other companies. I understand how you may feel receiving emails you do not want and I apologize for the inconvenience caused. Your complaint indicates that these emails are sent to you because we have given your personal contact information to these companies. At Vistaprint, we maintain high standards for privacy and email marketing, including the adherence to all legal and ethical standards for email marketing. Please feel free to send proof of these emails to cpr@vistaprint.com so we can check the source and assist with getting you removed from these email list. Again, I apologize for any inconvenience experienced and look forward to assisting you in the future.  Thank you for choosing Vistaprint.      

Sincerely,     
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a "For Deposit Only" stamp from Vistaprint. It works fine. Ever since then I have been getting emails ads from Vistaprint. I have unsubscribed numerous times. But I still get emails.

Desired Settlement: No more emails from Vistaprint

Business Response: Dear ****:  Thank you for contacting Vistaprint, regarding your efforts to unsubscribe from our email marketing. You mentioned in your complaint that you have tried many times to unsubscribe, but still receiving emails and I do apologize for this happening. This is not a typical experience and I will send this feedback to the relevant team to have them check into the issue. I have updated your Vistaprint account information to remove you from our mailing lists. You may receive one or two emails before these changes are implemented within our system. At Vistaprint, we maintain high standards for privacy and email marketing, including the adherence to all legal and ethical standards for email marketing. I apologize for any inconvenience experienced and look forward to assisting you in the future. Thank you for choosing Vistaprint.      

Sincerely,     
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally ordered personal checks from VistaPrint in August of 2013. After paying for expidited shipping, it took nearly 3 weeks to receive the product I ordered. When it finally was received, it was incorrect (both the account and routing numbers were incorrect). I then called to express my dissatisfaction with the product I ordered not only being late but also incorrect. At that time, a credit was applied to my account, and I was advised I should reorder. I corrected the information and reordered the product online, again purchasing 3 day shipping. This was on September 5th. On September 13th my order had still not been received, and again I called VistaPrint. I was advised my order would be shipped out the following day, and that the shipping charge would be refunded. As of today, September 19th, the product has still not been received, and the charges not refunded. My account currently says estimated date of delivery September 12th, though when I called today, I was advised my order didn't even ship until the 14th and wouldn't be received by me until the 23rd. This is unacceptable service - I have paid expidited shipping twice for a product that (first) incorrect, and now not received as promised.

Business Response: Dear ******: Thank you for contacting Vistaprint regarding your experience with your order for checks. I understand your disappointment with the time it took to receive your order, then finding out that information on your checks were incorrect and I do apologize for the inconvenience caused. The information on your checks were printed exactly as entered because there is no intervention on our end to put in this information for security reasons. This is why you were assisted with a credit to make the necessary changes and reorder. The new order was done on September 5th for seven business days delivery which was due on September 16th, again, we did not get your order to you on time and must take full responsibility for this happening. I checked to see when the order will get to you and have confirmed it was delivered yesterday September 18th, Your order was sent via UPS tracking number ******************.

At this time I would like to assist you with a full refund on the cost you paid for your order for the inconvenience caused. I have reviewed your account and see where a refund was done on September 12th for $2.50 (back to your PayPal account) and a check refund was submitted the same day for $6.16 which would total the amount that was promised as a refund when you made contact with us.  A check refund was submitted because we tried to refund the amount to your PayPal account but was not successful. I will cancel the check refund request mentioned above and submit a request for the remaining amount you paid for your order $11.15. This will be sent to you in the form of a check to the address your order was shipped to, this should arrive within three weeks or less. I apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.      

Sincerely,     
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was promised a refund and never received it. This was promised 8/21/13. I was told that this refund would be processed in 2-3 days and that my Discover card would be issued a refund. As of this date, it has not shown up on my card.

Desired Settlement: I want to see the refund on the card immediately....

Business Response: Dear *****,  Thank you for contacting Vistaprint with the issue regarding your refund.We understand that you were not 100% satisfied with your Vistaprint experience and we do apologize for this.We checked your account details and want to assure you that your refundfor $31.00 was approved and sent to your financial institution on the 8/24/2013.The refund may take 1-2 billing cycles to be reflected on yourbank statement depending on the processes used by your bank. Due to thefact that the refund was approved and sent to your bank you can check with them to see how quickly they will place the money back to your credit card.Once again we apologize for any inconveniences. If you have any concernsplease feel free to contact us.Thank you for making it Vistaprint. 

Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This was the THIRD order placed with this "company". Out of the 4 images sent, only one was created correctly. I called them to explain to them that there were color issues, cutting issues and overall poor print quality. I wanted to email them the screen shots we did after each file was created to show them that it wasn't on our end. They had no interest. I eventually hung up and will NEVER order from them again.

Desired Settlement: We may use them again if they can use other uploader processes besides Jpeg and PDF

Business Response: Dear *****:  Thank you for contacting Vistaprint regarding quality issues with your order.We are sorry to hear of your dissatisfaction with your orders and we do apologize for any inconvenience caused.In your complaint you mention the issues were color, cutting and poor print quality.We would like to do some investigation to find out the cause for these quality issues, however, you have not sent us your Vistaprint account information (account number or email address).Please assist by sending information so we can access your account, we will then do the necessary checks so we can provide you with a resolution on theses issue.We would also like to assure you that we accept a number of different file types which are listed on the website. This information can be found on the product landing page, where you would be provided with information on how to prepare your artwork (see full upload specification).Please feel free to click on the link below for more information:http://www. vistaprint.com/business-cards.aspx?Again, we apologize for the inconvenience caused.Thank you for choosing Vistaprint.    

Sincerely,   
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered business cards back in (around) April. I was not happy with the cards. Everything else was fine but the cards are unusable. I have contacted the company 5 times to resolve this issue and I got a response once but it wasn't even about the issue. They kind of beat around the bush so to speak.

Desired Settlement: All I want is for them to print me more cards the way they should look and do this quickly. I am in need of cards NOW (I would have had them if they did the job right or at least contacted me back). I also have a bunch of other stuff I would like to order but I will find someplace else if they are not going to make good on this.

Business Response: Dear ********, Thank you for contacting Vistaprint, regarding the Business Cards that did not meet your expectation. As per our telephone conversation, I have processed a replacement order at no additional cost to you. You should receive this order on or before September 3rd. To review details of the replacement order; you may log into your Vistaprint account and go to ‘Order History’.  You may also access your Order History by following this link: Vistaprint.com/vp/ns/my_account/order_history.aspx  Again, I apologize for any disappointment or inconvenience you may have experienced. Please feel free to contact us if you have any additional questions or concerns. Thank you for choosing Vistaprint.      

Sincerely,
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I use Vistaprint for my business email. Today is 8/13/13 at 5:30PM PST and I have been unable to send an email since Friday morning 8/9/13. I am in sales and this greatly affects my ability to prospect and to respond to existing clients. Customer service is polite and professional, but has no answer except that the technician is working on the problem. Although Customer service claims they will escalate the problem, nothing is fixed, and they will not pass me along to a superior or even the technician supposedly responsible for fixing the problem.

Desired Settlement: While I would like to cancel this service and request not only a refund of all subscription fees paid, but a $1,000 payment to acknowledge that this affects my business, I do not want to go through the trouble of changing email addresses, so please just fix the problem, have someone important call me to apologize.

Business Response: Dear *****,  Thank you for contacting Vistaprint with the issue regarding your Business Emails. We understand that you were not 100% satisfied with your Vistaprint experience  and we do apologize for this. After checking your account, we noticed that the issue is a known one that our  engineers are currently trying to resolve. We also noticed that due to the length of time it is taking for us to resolve the issue, you made the decision to purchased  your domain name. We take full responsibility for the situation and for the outcome.  As mentioned in our conversation today, we have processed a refund for $21.59.  This was the amount you paid for the Domain Transfer. We will also issue a refund  for the last Bill as the service was not functional. This will be done once you  call the number and extension provided to you to cancel the service. Once again we apologize for any inconveniences. If you have any concerns please  feel free to contact us.

Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Vistaprint is always changing prices, they will have one price in the morning, and will change there prices that night,, when you put stuff in your shopping cart, they sometimes change prices if its been in there a while, they dont give recipts. This is the second time I have contacted BBB about them, but they want do anything about it. Not very good buisness, but cheap prices, and some products arent very good, or cheap quality, and advertise better looking products, Ive even had a customer service rep to hang up on me for getting on them about what they do, but I then called back, and reported her to a supervisor. Thanks, **** ** ******* First the bad news. Because we have sinned we are born separated from God. Without intervention, we are ineligible for Heaven. This applies to the entire human race. You are not alone. Romans 3:23 says, "For all have sinned, and come short of the glory of God;" Romans 3:10 says, "As it is written, There is none righteous, no, not one:" Romans 6:23a "For the wages of sin is death;" Revelation 21:8 "But the fearful, and unbelieving, and the abominable, and murderers, and whoremongers, and sorcerers, and idolaters, and all liars, shall have their part in the lake which burneth with fire and brimstone:" There is no amount of good works we can do to save ourselves from being eternally separated from God. Ephesians 2:8-9 say, "For by grace are ye saved through faith; and that not of yourselves: it is the gift of God: Not of works, lest any man should boast." To be separated from God forever, simply do nothing. To ignore or reject God's son is the only sin that can keep a person out of Heaven and the only alternative to Heaven is eternal torment in the Lake of Fire (Revelation 20:15, 2 Thes. 1:7-9). John 3:18 "He that believeth on him is not condemned: but he that believeth not is condemned already, because he hath not believed in the name of the only begotten Son of God." But there is good news! There is a simple and free way to be reconciled with God made possible by God's only son Jesus. A blood sacrifice was needed to pay for your sins and Jesus was sent to become that sacrifice. He was nailed to a Roman cross to shed His blood in payment for your sin. Then three days after His death, He rose from the dead, validating once and for all His qualification to be our only Savior. Placing your complete trust in Jesus' death, burial and resurrection is God's one and only means of reaching Heaven. Jesus said (John 14:6), "I am the Way, the Truth, and the Life: no man cometh unto the Father, but by me." John 3:16 & 17 are clear. "For God so loved the world, that he gave his only begotten Son, that whosoever believeth in him should not perish, but have everlasting life. For God sent not his Son into the world to condemn the world; but that the world through him might be saved." The Bible clearly tells us how to be saved: Romans 10:9-10 "That if thou shalt confess with thy mouth the Lord Jesus, and shalt believe in thine heart that God hath raised him from the dead, thou shalt be saved. For with the heart man believeth unto righteousness; and with the mouth confession is made unto salvation." This is a free gift from God because He loves you. Romans 6:23b "but the gift of God is eternal life through Jesus Christ our Lord." Romans 10:13 "Whosoever shall call upon the name of the Lord shall be saved." Are you ready to believe right now? If so, simply tell God what he asked you to confess. You might use a prayer similar to this one: "God, I admit to you that I am a sinner and I know I cannot do anything to earn my way to Heaven. I truly believe that Jesus died on the cross, was buried and rose from the grave. I put my faith in His sacrifice to pay for my sin in full."

Desired Settlement: I would like Vistaprint to give me a store credit, and apology call and letter ( I WANT A CALL FROM A DIRECTOR, AND A LETTER) BOTH Thanks, ********* First the bad news. Because we have sinned we are born separated from God. Without intervention, we are ineligible for Heaven. This applies to the entire human race. You are not alone. Romans 3:23 says, "For all have sinned, and come short of the glory of God;" Romans 3:10 says, "As it is written, There is none righteous, no, not one:" Romans 6:23a "For the wages of sin is death;" Revelation 21:8 "But the fearful, and unbelieving, and the abominable, and murderers, and whoremongers, and sorcerers, and idolaters, and all liars, shall have their part in the lake which burneth with fire and brimstone:" There is no amount of good works we can do to save ourselves from being eternally separated from God. Ephesians 2:8-9 say, "For by grace are ye saved through faith; and that not of yourselves: it is the gift of God: Not of works, lest any man should boast." To be separated from God forever, simply do nothing. To ignore or reject God's son is the only sin that can keep a person out of Heaven and the only alternative to Heaven is eternal torment in the Lake of Fire (Revelation 20:15, 2 Thes. 1:7-9). John 3:18 "He that believeth on him is not condemned: but he that believeth not is condemned already, because he hath not believed in the name of the only begotten Son of God." But there is good news! There is a simple and free way to be reconciled with God made possible by God's only son Jesus. A blood sacrifice was needed to pay for your sins and Jesus was sent to become that sacrifice. He was nailed to a Roman cross to shed His blood in payment for your sin. Then three days after His death, He rose from the dead, validating once and for all His qualification to be our only Savior. Placing your complete trust in Jesus' death, burial and resurrection is God's one and only means of reaching Heaven. Jesus said (John 14:6), "I am the Way, the Truth, and the Life: no man cometh unto the Father, but by me." John 3:16 & 17 are clear. "For God so loved the world, that he gave his only begotten Son, that whosoever believeth in him should not perish, but have everlasting life. For God sent not his Son into the world to condemn the world; but that the world through him might be saved." The Bible clearly tells us how to be saved: Romans 10:9-10 "That if thou shalt confess with thy mouth the Lord Jesus, and shalt believe in thine heart that God hath raised him from the dead, thou shalt be saved. For with the heart man believeth unto righteousness; and with the mouth confession is made unto salvation." This is a free gift from God because He loves you. Romans 6:23b "but the gift of God is eternal life through Jesus Christ our Lord." Romans 10:13 "Whosoever shall call upon the name of the Lord shall be saved." Are you ready to believe right now? If so, simply tell God what he asked you to confess. You might use a prayer similar to this one: "God, I admit to you that I am a sinner and I know I cannot do anything to earn my way to Heaven. I truly believe that Jesus died on the cross, was buried and rose from the grave. I put my faith in His sacrifice to pay for my sin in full."

Business Response: Dear Dr. *******: Thank you for contacting Vistaprint regarding your experience with pricing issue on the website. We understand your experience with us was not satisfactory and we do apologize for the inconvenience caused. In your complaint you mentioned different instances of price change on the website. This would be as a result of different marketing approach used in order to gain customers as well as to encourage customers to place their order at a reduce cost.  As observed these prices will change from time to time so if you move away from the website, then return, you may not see the price you were seeing before. You mentioned that we do not give receipts, however, every customer who places an order gets a printable summary at the end of the order process, which they can print and keep for their records. They can also log into their Vistaprint account at any time, access their order history to review past orders and transaction summary. We want to assure you that all our products are of the same quality and we do not offer our customers different products than that advertised. Product information can be found on the website on each product landing page, also upgrades are offered at an additional cost for some products (any upgrade to a product would alter the appearance).  We encourage you to make us aware of instances when you are not happy with your order so we can address these issues immediately. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint.      

Sincerely,
Intraday Coordinator
**************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered some merchandise and it came to 62.89 and then I printed out the form and put check and form and check in and sent to to company. The next day did the same thing. Placed an order for 145.40, printed the form and sent a check and form in the mail. A week later I got a voicemail and someone from the company said there was something wrong with the checks. It was a problem on their side not mine. About the 3rd week they kept telling me to call back. The third week in May, got my copies from the bank of my canceled checks that they were cashed. I spoke to *****, she said sh ehad everything she needed and everything should be sent to me. Then I spoke to someone else that said that ***** should not of said that, that they needed copies of canceled cash faxed to them. I do not have a fax machine and I cannot email them, I do not have a scanner. I can only send these by US mail, which I had already done

Desired Settlement: They have the checks in their hands, why can’t they mail my refund check to me. I do not have a fax machine or do not have a scanner. I sent both copies of cashed checks via US mail. I would like my refund check $208.40

Business Response: Dear ******,  Thank you for contacting Vistaprint regarding the checks sent for your orders. We understand your Vistaprint experience was not satisfactory and we do apologize for the inconvenience caused. From your complaint we understand the checks you sent for order # *************** and *************** in the amount of $62.89 and $145.40 respectively were cashed. You would now like the orders to be cancelled and the amounts refunded.  As per our telephone conversation, you were informed that the information you provided to us for the checks did not produce any result and so we requested proof of cashed checks in order to move forward with your refund request. You mentioned the security concerns you have because of your experience and so sending a fax or scanning your bank statement would not be an option. You have since informed us that you have requested statements from your bank and as soon as you receive these more information will be provided to us so we can move forward with the refund requested. We are hoping we can get the information requested soon, in order to resolve the issue in a timely manner. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint.      

Sincerely,     
Intraday Coordinator
###-###-####

Consumer Response: I have reviewed the response submitted by the business and have determined that it is what I told them in reference to complaint.

I will call visataprint when i receive the cancelled checks (hopefully next week) front and back photocopies and we will discuss further what info they need to refund the total of $208.40.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Vistaprint is refusing to honor a "do not call" complaint that I have now logged on 3 separate occasions. I recently got a new cell phone and the number I was given apparently is tied to SOMEONE ELSE'S account, which I have also explained several times to Vistaprint. In spite of my repeated complaints, I am still receiving collection calls for someone else's account. I don't know how to make it stop and I feel like I am being harassed.

Desired Settlement: I want the harassment to stop. I don't know what I have to do to make it stop, but I am tired of trying to be nice to this company that keeps promising I won't be contacted again and then calling me. Please help me.

Business Response: Dear *****,  Thank you for contacting Vistaprint with the issue.We apologize for the fact that you are receiving phones calls from us soliciting payments owed. We did confirm that the account with your phone number is not your account and as of such we did remove your phone number from all call list. Depending on how frequentthe calls were set, you might receive one or two voice messages during the course of the week. After this, all calls to your number from Vistaprint will stop.Once again we apologize for any inconveniences caused.  If you have any concerns please feel free to contact us.Thank you for making it Vistaprint.

Sincerely,
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Two hours ago I placed an online order for business cards, after hearing a TV ad offering product (250 cards) for $10..00 plus FREE SHIPPING. I placed my order. During the order process, Vista Print made several additional offers, for labels, address stamps, stickers, etc. I declined all of them. After entering all the information for payment and delivery, my total came fo $56.65 - they had included ALL the declined additional offers and charged me for SHIPPING. I called immediately and cancelled the order, #***************. I was told it would take one to two days for the $56.65 credit to appear on my Debit Card Bank Statement. Then I received an email confirming Refund and it reads, "Please note that the refund will appear on your credit card statement in the next one to two BILLING CYCLES." The debit was already on my bank statement and now they tell me they can't get it off for one to two months? This is usery - using MY money for one to two months, when order was placed and cancelled within 30 minutes of one another! If they can DEBIT in one or two minutes, they can certainly and truly credit in the same length of time. This should be illegal! Is every online business out there CROOKS? It would appear so. I have had so many bad eperiences with online orders. Only exception is Amazon, who is the best, best, best! Please advise what my rights are in getting an immediate refund to mhy debit card. Thank you for your help in this matter. Sincerely, ***** ********

Desired Settlement: IMMEDIATE REFUND TO MY DEBIT CARD.

Business Response: Dear *****, Thank you for contacting Vistaprint with the issue regarding your refund. We understand that you were not 100% satisfied with your Vistaprint experience and we do apologize for this. It has become our process to advise our customer that a refund may  take up to 2 billing cycles to be reflected on their bank statement. This is because of the different processes used by different financial institutions. Some institutions will take more time to complete a  refund transaction than others. We checked your account details and want to assure you that your  refund for $56.65 was approved and sent to your Financial institution.  If this is not being reflect on your bank statement you can check  with them to see how quickly they will place the money back to your  credit card. Once again we apologize for any inconveniences.  If you have any concerns pleasefeel free to contact us. Thank you for making it Vistaprint.

Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/11/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered recruitment materials for our lab (posters and post-its), which are really crucial to our ability to get subjects, run our studies, and generally function. A week after they were supposed to have arrived and hadn't, I called to ask where they were and was told on the way. The next week, I was told they had already been delivered, and they must be in some other office. We searched and searched and couldn't find them. I called back the next week, and was told the same thing. This repeated for 3 more weeks until today, I called *** and was sent the proof of shipment... which indicated that they had been returned to Vista Print without having been delivered more than a month earlier. I have wasted literally over 40 hours (across my staff members and myself) on phone and running around trying to locate this shipment, and Vista Print should have known it was with them the entire time. This is not the kind of service I expect when I've placed a several hundred dollar order. I was told today the shipment would be replicated and mailed out today so it will be here by Friday, but it's more than 6 weeks late and no one can replace the time that was lost... not to mention the hundreds of subjects we've missed out on. We had intentions to continue re-ordering through Vista Print, but considering how this order went down and how apathetic the customer service agent was about the error, I really don't see how we can do that. I would have expected, if something funny happened with the shipping and it was RETURNED TO THE COMPANY that they would notify us without my having to call 8 times... for me to have called and for them STILL NOT TO HAVE INFORMED ME of the problem... is just egregiously amoral or dysfunctional, I'm not sure which. The customer service agent pulled the order right up once I asked about it, which makes me think this information was intentionally omitted for the sake of maximizing profits.

Desired Settlement: The very least Vista Print could do is to comp this order, and really a credit for a future order would be a nice gesture considering how much this mess up cost us in term of time and lost subjects. We're now going to have a 6-week gap in our research, which means we won't be able to finish studies, make grant deadlines, etc. I'd also like to know that there are measures set-up to ensure this NEVER happens again. If there's a problem with a shipment, you notify the recipient right away. And you especially tell them of the problem if they explicitly call to ask about it!!!

Business Response: Dear *******, Thank you for contacting Vistaprint regarding the issues with your order and for  the feedback you provided. We apologize for the fact that you were not 100% satisfied with your Vistaprint  experience. We will take full responsibility for your order being late .  After checking on the Reorder that was done for you, I noticed that the Customer  Service Agent provided you with additional quantities for both the Sticky Notes  and the Posters. In addition to that, I will also be providing you with a Full  Merchandise Credit for the orders. This amount will be $336.36. You can use the  Merchandise Credit to assist you to place a new order. Please remember that on June 10, 2013 when you placed the orders you received  a Refund for the taxes that you were charged. This was done as a one time Courtesy as it is a requirement for us to collect State tax for some States.  You received $14.06 from each order giving a total refund of  $28.12.   This is the reason for your Merchandise Credit being $336.36 and not $364.48 We apologize for any inconveniences this caused. If you have any concerns please  feel free to contact us.

Sincerely,     
Intraday Coordinator
**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i ordered address lable's. they for some odd reason do not give your monry back within two day's of order so i got a "credit" or so i thought.now these people the advertizement's all over the internet sayin 250 card's free click here.so i figured i could get 250 business card's for $10 as stated on there site.come to find out that they do not tell you what kind of card's u can get for $10 nor do they tell you at all.it wasnt on my summery and i dint know they were gonna take it out of my back.it's rong if the item is not printed yet that they WILL NOT GIVE BACK YOU MONEY OR GET THE RIGHT ADDRESS!taking money out is sealing,and not telling you what card's you can get for $10 or posting all over the internet 250 card's for free is fraud.am i right about that?will if they say i have a credit for $19.15 i want that money back since they didnt tell me they took money out of my account with out my premission so how is that $10 or free.vista print is a con company they are frauding people.simple as that...

Desired Settlement: i want them to put how much things are so other people do not get ripped off.they need to take down there free 250 cards they have all over the internet as i know many people who say what a joke it is and i want my money back!!!vista print is fraud!!!

Business Response: Dear *******, Thank you for contacting Vistaprint regarding the issues with you order and for  the feedback you provided. We understand that you were not 100% satisfied with your Vistaprint experience  and we do apologize for this. In your complaint you mentioned that you did not received a refund for your order of  Return Address Labels but only a Merchandise Credit and you did not received the  promotion offering 250 Business Cards for $10.00 We have investigated the issues. In regards to the order for Return Address Labels  that you cancelled, a Merchandise Credit  was issued on your Vistaprint account for  the full cost of the order. That amount was $19.15. This Merchandise Credit was used  to assist in placing the order for Business Cards. The order total was $33.98. 

After the Merchandise Credit for $19.15 was applied, you paid $14.83 for the order.  The promotion for 250 Business Cards for $10.00 was applied to your order, you then  paid the additional cost of  for the upgrades you did to the card. The upgrades you  selected were color backside for an additional $6.49 and New Premium Glossy Stock for  7.49. You also selected an upgrade on shipping. With the promotion, the cards are on  a  Matte Stock which is 110-lb paper weight and a thickness of 12.7 points.  The promotion also offers Free 14 days shipping. 

After you contacted us, a refund of $13.98 was issued to you on the 07/17/2013 for  the upgrade to the card. I am happy to provide you with a second refund for   $9.99 as that now brings your order total for the Business Cards down to $10.  It also means that you have now received a Full Refund for the merchandise credit  from the order of Return Address Labels for $19.15. We apologize for any inconveniences. If you have any concerns please feel free to  contact us. Thank you for making it Vistaprint.

Sincerely,
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: Dear *******, We tried to contact you twice but was not successful. We left a voice message for you to call us so we could discuss your resolution. We are uncertain as to why you  rejected the resolution as you did not enter any rejection comments.  In your desired settlement you stated that you want us to put how much things are so other people do not get ripped off and we should take down the FREE 250 cards  promotion we offer. You also stated you wanted your money back.  All our prices are clearly listed in our Website. When a customer selects any of our  promotional offers and decides to upgrade their order, all prices are shown before  the customer checks out.

The offer for ‘250 FREE Business Cards’ is a valid promotion.  If upgrades are not done to the Business Card the only thing paid for will be  shipping. So is the promotion that offers 250 Business Cards for $10. That   promotion offers the cards  for $10 and Free 14 day shipping. Any upgrade to the  Business Card or to shipping will attract a price which is shown before checkout.  In regards to receiving your money back we did provide you with two refunds totaling  $23.98.   We apologize for any inconveniences caused. Thank you for making it Vistaprint.

Sincerely,
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We tried to take advantage of a Vistaprint promotion for business cards for $10 with free shipping. When we went to check out, we were being charged $15 + shipping (i.e. an extra $14.67 overall). We called in to Vistaprint before paying to find out what was wrong. After waiting for 45 minutes on the phone, we were told that the promo wasn't working properly (really? for such a common offer and such a big company?). Then, we were told we would have to pay the full amount and then call back (???) for a refund of the difference (why we had to call back only became clear later - because we wouldn't have put through the order paying the full amount if we knew everything ahead of time). We paid for the full amount - which was $14.67 more than what we were supposed to pay. When we called back to get the refund, we were told we'd have to wait for 1 or 2 billing cycles for our refund to appear on our statement. Really?? So they wanted us to pay up front for almost $15 more than we should have paid and then we have to wait to get our refund for 1 or 2 billing cycles? How convenient for them that their promo "wasn't working". It is very deceitful to make an offer to a customer and then charge them a lot more than what they were supposed to be charged and then only offer a refund of the difference to be given 1 to 2 billing cycles later. The full charge appears on my credit card account right away and I am responsible to pay this amount to the credit card company. If we had known ahead of time that we weren't going to get our refund for 1 or 2 billing cycles and not immediately, we would never have place the order. I can only imagine that hundreds or thousands of other customers are also in this position, giving Vistaprint unjustified use of our money for 1 or 2 billing cycles. This deceitful practice cannot be allowed.

Desired Settlement: I want the refund to be applied to my credit card so that it is in the same billing cycle as the charge. If this isn't done, I want the company to make the refund more than what was originally overcharged to make up for our 1+hrs on the phone with them, plus having to file complaints, plus having to pay an unauthorized amount without an immediate credit being issued.

Business Response: Dear ***,  Thank you for contacting Vistaprint regarding order #  *************** and for  the feedback you provided. We understand your concerns. We will take full responsibility for the inconveniences  caused and for fact that you were not informed that there was a possibility that your  refund could have taken 1 – 2 billing cycles to appear on your bank statement.  I checked on your Vistaprint account and saw that the refund was processed for $14.67.  You can check with your financial institution to see how quickly they will place the  money back to your credit card.  We have also decided to provide you with a Merchandise  Credit for the additional cost of the order. This amount is $22.60. You can use the  Merchandise Credit to assist you to place a new order within a year.  We sincerely apologize for any inconvenience caused. If you have any concerns  please feel free to contact us. Thank you for making it Vistaprint.

Sincerely,
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Starting in March, Vista Print starting charging my credit card $4.99/month. I have called my credit company multiple times, changed my credit card number, & called Vista Print multiple times. I know $4.99 is not a lot of money, but I can't get the monthly charges to stop. It is very evident that this is a fraudalant charge - none of the mailing addresses associated w/my name match up w/my actual address. I could hear them reading the email addresses associated w/my name - one was & "********.com", which is obviously fraudalent. They said this charge is associated w/some kind of marketing service, which I have read on the internet is some kind of scam they use to make illegal credit charges. How this is possible? I feel completely violated.

Desired Settlement: Stop charging my card every month & delete my name from their data. I don't want fraudulent information associated w/my name, & I want nothing to do w/this frauduleunt compay.

Business Response: Dear *****,  Thanks for contacting Vistaprint regarding your issue.In your complaint you mentioned that you were receiving charges to your credit card of $4.99 for services you did not order. I used the Credit Card information you provided and found two accounts associated with it, one of which had the specific charges. That account was blacklisted and a Full Refund of $19.96 was issued to your Credit Card.As you had requested during our conversation, the other account was deactivated. We sincerely apologize for any inconvenience caused. If you have any concerns please feel free to contact us.Thank you for making it Vistaprint.

Sincerely,
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Paid for product. Never received. Gave information to support personnel answering the phone on four different occasions (6/5, 6/19/7/22/7/23, 2013). Faxed information to correct fax number according to operator on 7/23/2013. Advised on last three occasions that cards would be released and printed and sent out. Last occasion said would be contacted by email next day for further information. Gave her all information on Lock Box sheet such as date check cashed. Given the run around without resolution to the matter.

Desired Settlement: Either provide the product or return my money

Business Response: Dear *********,  Thank you for contacting Vistaprint regarding the issues with your order and  for the feedback you provided. We understand that you were not 100% satisfied with your Vistaprint experience  and we do apologize for this. After checking your account I noticed that a Reorder was placed yesterday with Rush Shipping. You should be receiving that order on or before the 07/25/2013. We will take full responsibility for your order being late and as of such,  we will provide you with a Merchandise Credit for the total of the  order which was $25.98. This will be added to your Vistaprint account and you can apply it  to any New Order. Once again we apologize for any inconveniences. If you have any concerns please feel free to contact us. 

Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/16/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on 6/27/13 for birthday invitation and other products. I needed the items on 7/3/13 so in order to get that I had to pay $30 shipping fee. Which I agreed to pay such a high fee for quick delivery. I was suppose to get the order in 3 business days, which would end on 7/2. Instead i received an email on 7/2 telling me that Vistaprint is backed up and may not be able to deliver my order on 7/3 as promised. When I called vistaprint all they could tell me is sorry and that we can refund you your 17 dollars and we cannot guarantee your order.

Desired Settlement: I need full refund of the value of the order, not my groupon value.

Business Response: Dear *****,Thank you for contacting Vistaprint regarding order #***************. We understand your Vistaprint experience was not satisfactory and we do apologize for any inconvenience caused.You made contact with us on July 2nd and was assisted with a full refund for the amount that was charged to your credit card $29.12. A Groupon coupon was used on your order, the coupon offer was $17.00 for $70.00 worth of products.  Since your order was cancelled and you did not want a replacement coupon a refund request was submitted to Groupon for the cost you paid for your coupon, which would be $17.00.

Your desired resolution would be to get a full refund of the order value. However, we would not be able to assist with such request but can assist with the amount you paid, which is what was communicated to you when the order was cancelled.Again, we do apologize for the inconvenience caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint.    

Sincerely,   
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My first order was fine because I used a credit card. My second order is not being honored because I sent a check by mail. I first prepared an on-line form, then discovered some coupons they had sent me. So I copied the form, adjusted for coupons, wrote a letter to accompany the check. They kept my check #*** of May 24th and ignored the letter and coupons. I wrote a second letter requesting a refund. Nada. I called the company and the rep said they only do electronic business. They have to have an office to do accounts receivable and payable, so there are real people there. But my money is tied up and they refuse to give it back. It will cost me $25 to do a stop payment. Since I do not have a fax, I will snail mail the order form. The dispute comes because they will not honor the coupons nor the letter explaining why my check does not agree with the on-line form.

Desired Settlement: I also think they need to improve their websites. The account I wanted to use does not have a debit card and they did not make it clear that they do not accept checks.

Business Response: Dear ******,
Thank you for contacting Vistaprint regard the check sent for your order. I understand from your complaint that  the check was sent less the value for coupons you had. However, you did not state whether we have cashed the check you mailed to us, which can be verified by your financial statement. I want to assure you that we do accept payments for orders by check and at the end of a pay by check order the information on your screen provides the order number that should be written on your check, as well as the amount that you should make your check out for.

If you have coupons from Vistaprint, the information on those coupons indicates you should access a specific link in order to benefit from the offer mentioned. This means, once the instructions are followed your order value will be reduce by the discount offered. In additional, this would prevent the customer from combining offers because it only allows access to one discounted link at a time (offers cannot be combined). Following the instructions on the coupon also ensures that your order is placed with the discount and the final price after completion would be presented to you to be written on the check (the adjustments cannot be made after the order is placed if it is a pay by check order).

In a situation such as the one you have explained, once contact is made with Customer Service we would have recommended placing a new order, using the link on your coupon so you can have the correct order number and amount on your check. If your check is received and during processing it is found that information is missing or the amount is incorrect, an email would be sent to inform you of this. Please verify that your check was cashed by sending proof of this, whether a copy of the cashed check or your bank statement. If you are sending your statement please block out your account number. Once this is received we will go ahead and have the amount refunded. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.      

Sincerely,     
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The whole thing is that Vistaprint is hanging on to the checks. One was for $5. Their ads didn't make it clear that you could only use one coupon and they didn't explain why I owed them more. It is a very impersonal , discourteous way of doing business. Neither check appeared on my statement on May 31. Even when this is straightened out, I woud never do business with them. They also have two addresses and I couldn't tell which would be the accounting office., but they are next door to each other I guess.

Business Response: Dear ******,
We understand how you may feel about the situation, however, there would be no reason for us to hold on to the checks. When checks are received for an order they are processed and deposited, so the customer would be able to see these transactions on their statement as a payment to Vistaprint. You have confirmed in your response that the check transactions are not yet showing on your statement. If they appear on your next statement, please forward proof of this so we can assist further. You mentioned the ads didn’t make it clear that you could only use one coupon, however, there are specific instructions given to the customer that directs them to a website address (a URL is always provided). Once the customer follows this they are taken to the offer mentioned on their coupon. If there is another coupon offer they will see another website address which gives the customer the promotion offered on the second coupon. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.      

Sincerely,
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 6, 2013 I placed an order ***************. They were printed incorrectly and were reshipped with the promise of arrival on or before May 22, 2013. It did not arrive until May 23, 2013 missing my deadline. I was promised a refund on June 12, 2013 and after several phone calls and much confusion provided my banking details for a wire transfer refund as original payment method is no longer valid. Several follow-up calls were made when deposit did not show up and I was advised processing times were 3-14 business days. I followed up again on June 25, 2013 and was advised that the refund was never issued and cannot be completed electronically in Canada and a Cheque will be issued but they don't know when. I could not speak with anyone in Canada or the USA. All customer service is in Jamaica. I asked for a copy of all account notations, personal information and transcriptions of all recorded calls as is my right under the ****** act.

Desired Settlement: 1. A full and PROMPT refund. 2. ****** Request Account # ************** I hereby request access to all personal information as defined under the ****** Act. Including account notations, personal information, transcriptions of all recorded phone calls, and all other personal information pertaining to the aforementioned account.

Business Response: Dear *****,
Thank you for contacting Vistaprint regarding ***************. We understand your Vistaprint experience was not satisfactory and we apologize for any inconvenience caused. We would like to assure you that a check refund of $79.48 was processed and mailed to you on May 26, 2013. We have received your request for access to your account records under ******.  We will be happy to act on your request, but due to data protection regulations, we require that you send your request to us directly.  This is for your protection, so that we can confirm your request and ensure that the information is only provided to you. You may send it via a written, signed letter to the address below. 

Please mail your letter to: Attn: Legal Department Vistaprint 95 Hayden Avenue Lexington, MA  02421 In that letter, please include your account number and the address to which we should mail your records.  Once your request is received, please allow us 2 weeks to retrieve and mail the records to you. Again, we apologize for any inconvenience caused. Thank you for choosing Vistaprint.      

Sincerely,
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchase through groupon for $ 70 dollars worth of vista print merchandine for 17.00 with the 70.00 that I had to spend. I bought a shirt at $19.99 and a hoodie at $49.99 equaling just about the 70.00. I paid and additional 4.95 to change the color of the hoodie to black and 8.95 for shipping. The company cancelled the hoodie saying they could not do the logo, and refunded me just 8.14 The jacket cost a total of 54.94 with the paid color change. plus what the shipping was for that one item. I don't believe that refunding me just 8.14 is fair. I have contacted vista print with no reply. Please help

Desired Settlement: I would like to be refunded the cost of the hoodie that I will not be sent that totals 54.94 with the color change, I would like to be refunded the shipping cost on that item as it wont be shipped. I would expect that they will subtract the 8.14 that they did send back to me from this refund request

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Advertise free product on to be overcharged in shipping for the price of the cards and shipping. Not only that they put there advertisements on the back of the cards.

Desired Settlement: Make there bait and switch advertisement know so that others will be aware of this shaddy business practices.

Business Response: Dear ******,
Thank you for contacting Vistaprint regarding order #***************. In your complaint you mentioned that  we advertise free product and then overcharge in shipping. We understand your concerns and we do appreciate the feedback you have provided.  We have reviewed your account and found that you placed your order for our free business cards (250), which automatic would have our information printed on the backside. If you choose to have this removed there is an option presented at a cost of $3.99. You did not choose this option and so the advertising (Build your Business at www.vistaprint.com) was printed on the backside of the Business Cards ordered.

When processing an order the customer is presented with the shipping cost, therefore, they can make a decision whether or not they want to proceed with the order. You selected 14 days shipping for $6.93 and was fully refunded on June 26th when you made contact with us. Again we understand your concerns and will pass this on to the relevant department. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.   Thank you for choosing Vistaprint.      

Sincerely,   
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Vista Print has become so tricky on their shopping cart checkout that it borders on lying and cheating as well as charging credit cards illegally. My business has made several purchases from them over the last 2 months and each time they do their best to stick unwanted and unauthorized products on the order. Today I made an order knowing full well they would use the same tactics again. I was VERY VERY careful to click the button that actually says, "proceed to checkout without the unwanted product" and it still put this product on my card. ***** ******

Desired Settlement: Stop this trickery and treat people with respect rather than stealing their money.

Business Response: Dear *****:
Thank you for contacting Vistaprint regarding the issue with your order.We realized that your Vistaprint experience was not quite what you expected, and as a result, we would like to extend our sincerest apologies for any inconvenience or problems you may have encountered.We understand from your complaint that you selected at checkout not to get an item you did not want but this found its way on your order. All offers presented on the website when customers are placing their order gives an option not to choose the item presented, so we are not aware of this happening to customers, unless the wrong option was selected in error. We will take the opportunity to provide this feedback to the relevant team so an investigation can be done into this matter.We see that after your order was placed, you made contact with our Customer Service Team and was assisted with a refund of $9.58 for the Return Address Labels that was on your order.We want to assure you that we do not add unwanted or unauthorized products or services to customers order because Vistaprint would not be allowed to remain in business with such illegal practices.  

Again, we apologize for any inconvenience or disappointment caused. Thank you for choosing Vistaprint.    

Sincerely,   
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I used my cousins account to create a website. I was authorized by my cousin to make transactions and changes on this account as it was a website created for my business. I called in to vista print to have the domain name unlocked and specifically asked for my link to have the domain name unlock be sent to a different email address (mine). This was not done. The link was sent to the email address attached to the account. I called back in to have it resent to the email address previously given. The representative would not resend the link. I tried to explain that the transaction was paid for from by personal checking account and not the account linked the vista print account and that the link should have been sent to the requested email. The rep still refused to resend the email. I then asked for a refund, which vista print has a money back guarantee policy. I was told that they could not give a refund. This is totally against the companies policy. The money was taken from my account, I did not receive was I asked for, and was refused a refund. To this day I have nothing to show for the money that came out of my pocket.

Desired Settlement: I would like my money refunded. The transaction took place under the account linked to the email address ralphette.english@gmail.com. The transaction was for a domain transfer (unlock). The transaction was paid for by ****** ******** on 5/21/13 for $21.79. Vista print can have the domain back in return as I was never able to use it anyways due to the issue. Thanks!

Business Response:

Dear ******:
Thank you for contacting Vistaprint regarding the issue with your domain name. We understand that when you purchased the domain name you requested that the information to manage the domain be sent to another email other than the one on the Vistaprint account.  At that time you should have been informed by the representative that your request could not be honored. The reason for this would be because all account holders information is protected by their email address and password and we are not authorized to send the account information to any other email address other than that placed on the Vistaprint Account. 

As per our conversation, you were informed that the cost paid for domain transfer will be refunded ($21.79)  for the inconvenience to you and an email will automatically be sent to the email address on the Vistaprint account to confirm the refund.

We recommend you make contact with the account holder and have her forward the information related to the refund and domain transfer. Please keep in mind that we are no longer responsible for the domain you purchase and it is very important that you follow the instructions sent in the email to manage your domain name. 

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Sir,
I have to bring the following hard facts in your kind notice to take appropriate action against the fraud doers and the amount of $32.09 charged to my credit card may be got refunded. That I had placed an order online for the printing of my checkbooks in accordance with the rate offer on line by this company, They also offered lo print one book of 25 checks, one rubber Stamp and return address labels to be printed free if we place order for 150 checks with them. The order was placed accordingly and the preview shown on line was perfect but when the check books received after printing, it was found that the wrong account number is primed on the checks The return labels contain one line overwritten thereby spoiling the address. To omit the complete address on the return labels totally spoiled the purpose of it. The rubber stamp has very small words which could be hardly read. That on receipt of the checkbooks and return labels, I returned the check books and the return labels to be reprinted giving correct bank account number vide my letter dated 1/7/2012. See Annex “A”. followed by two reminders dated 2/17/2012. (See Annex “B") and dated 2/28/2012- see Annex “C”. Vistaprint granted correct account number in one of 25 checks which was free . I enclosed one check from this book for their guidance and to print correct account number in the new books to be printed in replacement of incorrectly printed ones. The company is still not responded. This is a clear fraud with the customers who order online. I had asked if they do not want to print correctly then they should refund an amount $ 32.09 right away. It is very sad that the company did not respond. It is requested that the company may kindly be ordered to refund my money charged to my credit card on 11/1/2011 .In case they want to print my checks , then I have to tell them that we have changed our bank and closed thaï account with the *** ****** Bank in ******** CA.. I am enclosing a photocopy of nee account number with bank for their action-see Annex D". Better they may refund the money they charged to my credit card account instead of printing I as I doubt they may again print incorrect our names or bank name or the account number.

Your faithfully,
******** *******

Business Response: Dear ********,
Thank you for contacting Vistaprint regard the issues you had with order placed November 1, 2011. We understand you have sent emails and letters to us but received no response and we apologize for any inconvenience this may have caused. At this time, I am not able to say what happened to the complaints you have sent to us because your account does not show any records of these. However, we have investigated and were able to confirm with our printing facility that the account number for the batch of 150 checks was entered incorrectly. Please keep in mind that you had two sets of check on your order and you would be required to put in information at different times for the two batches. This means, the two sets of checks are not linked in any way. For our customers security, our representatives are not able to see or confirm the account information entered by customers when doing an order for checks.

As a result, we are unable to reimburse you for the batch of 150 checks. From your complaint we also understand that the Return Address Labels had a line of text that overlapped and the font size on the Rubber Stamp was too small. We want to let you know we are able to make the necessary adjustments to these items and send you a new order at no cost, or if you prefer we can assist you with a refund. Please feel free to make contact with us at 1.800.961.2075 to let us know your preference. Again, we apologize for any inconvenience this may have caused and we look forward to assisting you further. Thank you for choosing Vistaprint.

Sincerely,     
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled service with them in jan 2012 and they continued to bill me for the last 17 months! They owe me 17 payments of 33.95

Desired Settlement: I want my money back! That's credit card fraud if I want to pursue legally

Business Response: Dear *********:
Thank you for contacting Vistaprint. We understand you requested cancellation of your website service when you made contact with us January 27, 2012. You are now realizing that your website was not cancelled and we do apologize for the inconvenience caused. We have investigated the issue and can confirm 16 charges of 33.94 after your request was made. These amounts have been fully refund as at May 28, 2013. You should have received email notifications to confirm the refunds. Most of our customers are able to see this refund on their next billing cycle; however, depending on your banking institution, it can take as many as two cycles to be reflected on your credit card statement. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint.      

Sincerely,      
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I am not satisfied with this as its my personal bank accct and they show no record of any credits coming in at all. i get refunded within 24 hours and nothing has came thru! this needs fixed and i need my money now!

Business Response:

Dear *********:
We understand how you feel, however, we would like to assure you that the refunds were processed by us on May 28th.

You should have received email notifications to confirm the refunds. Most of our customers are able to see this refund on their next billing cycle; however, depending on your banking institution, it can take as many as two cycles to be reflected on your credit card statement.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
  
Sincerely,
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/14/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a groupon for $17, promotional value $70 - not including shipping. I recently used my groupon, purchasing $72.18 of goods and paid $28.85 in shipping. When I received my order, all 100 post cards were printed incorrectly (second order in a row). I requested a credit to my vistaprint account, which would go towards my next order ($24.48). They have declined, stating that they will not refund me the full amount because I used a voucher. I was credited $11.32.

Desired Settlement: I would like a refunded store credit in the amount of $13.16. They only refunded my account $11.32, when I am due $24.48.

Business Response: Dear ****:
Thank you for contacting Vistaprint regard the print quality of your Postcards and the refund request made. We understand the Postcards were printed incorrectly and you requested a refund but was told you could not get the amount requested. We have investigated and found that the amount refunded was the cost paid for shipping the Postcards because the voucher you used on your order covered the printing cost and so $11.32 was refunded because this was the amount paid to ship the Postcards. We have taken the opportunity to issue the additional amount requested as a refund ($13.16), because of the inconvenience to you with the issue.At Vistaprint, we are committed to improving our processes by investigating quality issues. To assist us with this, we would appreciate it if you could mail us 2-3 samples of Postcard that you received.Please send your samples to the address below along with a copy of this email correspondence:
Vistaprint

ATT. Quality Department
95 Hayden Avenue
Lexington, MA 02421
USA

Again, we apologize for any inconvenience or disappointment caused.Thank you for choosing Vistaprint.  
 
Sincerely,  
Intraday Coordinator
1-800-961-2075  

 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

Consumer Response:

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

6/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered wedding invitations and paid for my order through Paypal on June 6. When I did not receive my order on the date I specifically PAID extra for, June 10, I looked it up on line and saw the order was on hold due to non-payment. I called and was told they had no record of payment and I had to fax them the proof. Once they had it, they would release my order and ship my invitations. The next morning, June 11, I faxed my Paypal statement and bank statement showing the payment had been made. I assumed the order would be released asap and I would still receive my invitations. WRONG! I waited 24 hours and looked up my order on line AGAIN- it still showed on hold due to non-payment. Once again I called and was told this time they never received the faxed proof of payment. I re-faxed AND emailed this time. I was told at this time a supervisor would phone me back within one hour of receiving my email. No one called so I called 3 hours later and asked to speak to a supervisor. The supervisor told me they did receive my proof of payment but that their system did not allow for releasing orders and that I would have to re-order. I asked him why I would do that and pay them AGAIN when after everything that had just happened. His response to me was that all they could do at this time was tell me to go elsewhere if I chose and that I would be given a refund that would take 2-3 weeks processing. He also stated he would e-mail me confirmation of my refund-which of course I NEVER received. I have opened a complaint with Paypal to make sure I receive a refund from this company and I will be going elsewhere for my invitations!

Desired Settlement: I want my refund processed asap! IN FULL through Paypal

Business Response: Dear *****:
Thank you for contacting Vistaprint regarding the issue with payment for your order. We realized that your Vistaprint experience was not quite what you expected, and as a result, we would like to extend our sincerest apologies for any inconvenience or problems you may have encountered. When you made contact with us about the status of your order it did not show in our system that the payment was successful, so you faxed your statement to prove otherwise and still the status did not change.

You again made contact with us and was told your fax wasn’t received and again you had to send another fax and an email. At that time you were advised the order could not be released and we will process a refunded for the amount that was taken from your PayPal account.  A recommendation was made at that time to replace the order since a refund had to be done on the existing order. We understand how this could be frustrating for any customer and know that the issue should have been handled much better than it was. We will use this opportunity to speak with the representatives and supervisor involved so that this situation is not repeated in the future.

We would love to assist with your request and refund your PayPal account, However, we are not able to do so because it does not reflect in our system as a payment, so there is no opportunity to do a refund electronically. As such, we will do a paper check refund for $220.28 which we have asked to be expedited so you can receive this as soon as possible. Again, we apologize for any inconvenience or disappointment caused.  Thank you for choosing Vistaprint.      

Sincerely,    
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

6/14/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for 2nd day shipping. Three days after placing the order they decided to ship it. The shipping cost was more than the cost of the item.

Desired Settlement: Refund the shipping and handling cost

Business Response: Dear ****,
Thank you for contacting Vistaprint regarding order # ***************.We have investigated and found that your order was placed on May 29th and shipped on May 30th, which you would have gotten an email confirmation when the order was shipped.You mentioned in your complaint that you selected and paid for second day shipping but on your order it shows you selected and paid for three business days shipping.Please keep in mind that your order was placed using a discount on the product which reduced the cost but there was no discount offered on the shipping.

Based on our findings your Business Cards will be delivered no later than June 3rd, which would be three business days from the time you placed your order. We recommend you verify the details on your order by click on the link below to view your order history.www.Vistaprint.com/vp/ns/my_account/order_history.aspxWe apologize for any inconvenience this may have caused, should you have any further concerns please contact us.    Thank you for choosing Vistaprint.    

Sincerely,   
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Three business days would mean today. I would have ordered these locally had I known your three business days actually mean Five days to deliver. Your shipping cost's are way to high. I would like to request a refund. Ripp OFF!  118965139

Business Response: Dear ****:
We understand how you feel and we appreciate the feedback given regarding the shipping cost. This information will be passed on to the relevant team for review, with the hope that there will be some changes in the near future. We want to assure you that we at Vistaprint did not determine what the meaning of three business days would be. Please keep in mind that this term is industry standard and means any day from Monday to Friday which does not include public holidays or weekends. The UPS tracking number ****************** shows your order was delivered today June 3rd which is the expected date for delivery. We apologize for any inconvenience caused. Thank you for choosing Vistaprint.      

Sincerely,     
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was duplicated charged 5.99 on my credit card 11APR13. I called and emailed Vista Print on several occations and even scaned a copy of my bank statement to them. They refused to acknowledge any wrongdoing. I then called my bank to confirm that indeed I had been charged twice for the same purchase. I am seeking to dispute this second charge with my bank under the specifcation of FRAUD.

Desired Settlement: I want my money back. I want an appology and I want Vista Print to improve their billing and customer services.

Business Response:

Dear ***,
Thank you for contacting Vistaprint. We realized that your Vistaprint experience was not quite what you expected, and as a result, we would like to extend our sincerest apologies for any inconvenience or problems you may have encountered.

After reviewing your account, we can confirm that  your bank statement was received and it confirmed the double charge of $5.99, a refund was issued on May 24th and an email response sent.  We would like to assure you that this is not a typical experience and we appreciate your patience with us getting the issue sorted. 

Again, we apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After researching several direct mailing companies, I chose Vistaprint because their pricing was the best. I was charged a considerably higher price once the order was placed. I have a screenshots of their advertised prices for the product I ordered (251 postcards) & my actual invoice. When I contacted Vistaprint, they tried to justify the increase of almost $60 to the fact that my free mailing (the 251st card) was added on to my mailing list & not ordered free as they advertise. I was quoted a price of $156.22 and was charged $222.72. The only upgrades I added were 2 @ $3.74 to upload my own logo on both the front & back. I have spoken to several representatives, including a manager who identified himself as Mr. *****. I have also emailed screenshots of the pricing quotes as requested. Ultimately, Mr. ***** said the price increase charged to my credit card was a result of the postcard sent to me that was supposed to be free! I would like a refund for the additional money charged to me as this is fraudulent. I used their services based on the pricing I was given. Thank You

Desired Settlement: A refund for the excess charges.

Business Response:

Dear *****: Thank you for contacting Vistaprint.  We realized that your Vistaprint experience was not quite what you expected, and as a result, we would like to extend our sincerest apologies for any inconvenience or problems you may have encountered.

We understand that you did a price quote for 250 Postcards but when you were placing your order you added one making it 251 Postcards, which caused a significant increase in the cost for your order. This would be because our printers are set up to print increments offered on the website, so after printing 250 the next quantity would be 500. We would recommend that a quote is done for the exact amount you need to avoid any discrepancies after your order is placed. This would give you a better idea what the cost would be for the quantity that you intend to order.

We are sorry for any misunderstandings regarding the offer you mentioned ‘one free postcard’. As explained above, our printers cannot print one Postcard so we do not have any offers for one free Postcard.

At this time, we have taken the decision to assist you with a refund of $62.57 (inclusive of tax paid), because it was not your intention to spend in excess of the quote you got. An email confirmation will be sent confirming the refund today and you may see this amount reflected on your statement within 1-2 billing cycle.
 
We apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint. 
    
Sincerely,
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i got a few orders waiting on a payments wel there was a man that told me i can get 2 of them free for being a great buyer

Desired Settlement: i would like 2 of my orders

Business Response:

Dear ****,
Thank you for contacting Vistaprint regarding your orders.

You mentioned in your complaint that a man told you, you could get two orders for free, I do apologize for any such communication. We currently do not have such policies in place to give customers free orders for being a great buyer, also we do not have any promotional offer that would allow you to get your order for free at this time. However, we do offer promotions that will help to reduce the cost of items being ordered, please feel free to reach out to us if you need assistance with this.

I apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Due to many issues with the website uploading, I have lost an large contract on my online store. I contacted Vistaprint back in September about their issues with their cart. They told me at the time it was a PayPal issue. Since then I closed and reopened a PayPal account twice. The issue continued and discovered it was an existing issue Vistaprint had with their carts. In March uploading became an issue and many email and phone calls were made to Vistaprint. Their response was "we were unable to resolve your issue at this time, please contact our customer svc for further assistance. We would call and their response was "we'll have technical look into it" and so on. It was a revolving circle that never ends. We finally decided to cancel 6 websites and have another 43 pending to be removed. We were charged a fee to release the Domain name and have another host waiting to pick it up. Vistaprint said it would take 24 hours, that was 6 days ago and they are taking our site down on Monday 05/13/13 and they have failed to release the as promised in writing via email. We have lost a lot of money. This is how we survive and have literally downsized our home because of this. THEY HAVE FAILED TO HONOR THEIR AGREEMENT AND CONTRACT MANY TIMES. I've yet to get someone to issue the EPP CODES to that the new host can register our domain. We have contacted legal about the lost of sale in January and were told they would get back with us, have never heard anything. ALL WE ARE TRYING TO DO IS GET AWAY FROM THEM BUT THEY REFUSE TO RELEASE OUR DOMAIN EVEN AFTER WE PAID FOR IT. The manager XX refunded the money for the release of domain because she said she felt bad that legal had not responded back to us and in her eyes felt it was not fair. Our website will not longer be available for viewing on the internet because Vistaprint has refused to send us the EPP Codes. We have right now 4 sites that will be effected by their negligence. BBB can you please help resolve this complaint?

Desired Settlement: We want our domains (4) released immediately.

Business Response: Dear ******:
Thank you for contacting Vistaprint. We realized that your Vistaprint experience was not quite what you expected, and as a result, we would like to extend our sincerest apologies for any inconvenience or problems you may have encountered. We have found that after the domain names were purchased there were some technical issues which prevented the names from being released. As soon as we were made aware of this issue information was sent to our technical team to have it resolved, we hoped that there would have been a speedy resolution but it took more time to resolve than we thought.

We can now confirm that the issue has now been resolved and you have since been sent emails with log in information to manage your domain names. Again, we do apologize for the inconvenience caused. Thank you for choosing Vistaprint. 

Sincerely,     
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I have lost a lot of money on these issues with our website. We run a business and provide makeup for celebrities, production, TC, commercials, etc. We also provide our own makeup line which since September 2012 our cart was down not allowing our online to produce sales. Vista Print was contacted many times and they failed to resolve this issue. I have hundreds of emails stating the issue was resolved on their end, NOT TRUE. I just found out that they also own Tucows, which is the company according to them that now own my domains. They denied they didn't know who own, but its VIstaPRint.As you can see, www.spankkosmetix.net is now lost somewhere in cyberspace.  VISTAPRINT DID THIS INTENTIAL AND WE DO HAVE AN ATTORNEY LOOKING AT THIS AS THEY HAD SINCE JANUARY 2013 DUE TO THE PRIOR COMPLAINTS!    

Business Response: Dear ******,
We understand how you feel, and do apologize for the inconvenience caused. You mentioned your lawyer is currently looking into your complaint, so at this time we will go ahead and pass your feedback on to our Legal Department.     

Thank you for choosing Vistaprint.      

Sincerely,
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered wedding invitations and RSVP cards from Vistaprint on April 16 and received my order on April 23. I was then checking my credit card statement online and noticed that 4 fraudulent charges were charged to my credit card account through Vistaprint (two of them were in person transactions done at the company in California) and another one charged for emissions testing in California. I called Vistaprint on April 30 to report the charges and speak with a supervisor about them, the supervisor informed me that he would pass the complaint along to the department that handles these complaints. This went on for two weeks, no one had ever contacted me from Vistaprint and I also made several phone calls and sent several emails in those two weeks with no response or call back. Today, I finally got in touch with a supervisor that was actually helpful and made sure he would have someone contact me today. Vistaprint contacted me and said they would only be issuing me a credit for the unauthorized charges but they could not do any more for me. I asked them if they would be able to offer me some other sort of compensation for all the time and effort and phone calls I had to make to try and get this resolved and all they say to me is “No.” I am just frustrated that a company who stole my credit card will not be trying to offer anything to say that they value my business. I am very upset by this and I will not be using Vistaprint or recommending them to anyone in the future.

Desired Settlement: I would like Vistaprint to not only refund the fraudulent charges but I would also like them to offer me some other form of compensation such as refunding the amount that I spent on my wedding invitations and RSVP cards.

Business Response: Dear ******,
Thank you for contacting Vistaprint. What you reported to us are fraudulent charges seen on your statement. We located the transactions, did a cancelation and refunded the amounts. We also advised you to report the matter to your Financial Institution and the Police Department. This will ensure that an investigation is done to find out who used your card and that the right person is held accountable for this illegal act. At this time, we recommend you go ahead and file a fraudulent complaint with the relevant Institution or Police Department. We do apologize for any inconvenience caused.     

Thank you for choosing Vistaprint.      

Sincerely,     
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vistaprint has issued me a merchandise credit refunding 41.00 instead of issuing the credit in the same form that the payment was submitted.

Desired Settlement: I want my credit issued to the same form of payment. The customer service reps are not handling this issue at all!

Business Response:

Dear ********:
Thank you for contacting Vistaprint regarding Merchandise Credits that were issued on your account.

As per our telephone conversation, it was explained to you that the information on our website does tell the customer that once an order is placed the details cannot be changed, so when you called to make changes on your order we would need to cancel that order from the queue, make the necessary corrections and then do a replacement order with Merchandise Credit we have issued.

From your response I don’t think you accepted the explanation given. I further informed you that you made a onetime payment for the items ordered and these items were shipped to you, so if we assisted you with all the credits you saw on your account then it would mean we are giving you the products for free.

I take responsibility for the agent not letting you know you should have ignored the Merchandise Credit on your account because it will be used for a replacement order and agreed to apply a credit of $10.00 on your Vistaprint account, this was processed and an email sent to confirm.

I do apologize for the inconvenience caused. Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We originally charged a few products with Vista print. I am now getting reoccuring charges on my account for products we did not order and not receive. When I called them they gave me a reference number and toldme they would look into the billing issue. No one ever got back to me when I called back they said they needed my old account number (since mine had just been replaced by the bank) I gave them that info then they said they needed my credit card expiration date. My Credit card company said they did not have access to that but Vista print should not need it or they could look it upon an old invoice. they refused to do this

Desired Settlement: I was hoping that I could take care of this through the company but will now need to do it through the bank. The employees on the line were not helpful and I would NEVER do business with them again

Business Response: Dear ******,
Thank you for contacting Vistaprint regarding the recurring charges on your statement.As per telephone conversation we had this morning, you were advised on the information we would need to do a search in order to locate the transactions. You were not able to provide the expiration date for the card that was charged, so I could not do a search without this information.We had already done a search using your name and contact number and no records were found other than the account you ordered the mugs from.You further advised that you have since contacted your Financial Institution and they are currently doing an investigation.Based on the feedback, this complaint will be closed while you await feedback from your Financial Institution.We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.    Thank you for choosing Vistaprint.    

Sincerely,   
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After I reviewed my purchase and submitted my credit card, the total for my purchase was changed. When I submitted my purchase the total was $58 and change. But I was charged $125.63, more than double the amount that I authorized. I am 100% sure I reviewed the charges and they were $58 and change before I submitted my order.

Desired Settlement: I wish to be billed the correct amount and receive my merchandise, as ordered, or I would like to be given a full refund and no merchandise.

Business Response:

Dear *******:
Thank you for contacting Vistaprint regarding the price change on your order.

I must apologize for the inconvenience cause when you saw a charge greater than the agreed amount. Our team investigated the issue and found that the discount you were using to place your order did not go through and so you were charged full price for your order. This should not be happening and we will work to ensure that a fix is in place to prevent this from happening in the future.

I see you made contact with our Customer Care Department and a refund of $72.47 was processed. You should receive an email confirming this refund.  Again, I apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
    
Kind Regards,   
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a previous compliant and thought it was resolved they charge my credit card 3 times in one month for 8.98, 29.98 and 34.98 and should not have. they promised you to give me a 8.98 and a 29.98 refund and one free month of my website they refunded the 8.98 and gave me a free month but everytime I call them about the 29.98 they say they do not see where I am due a refund for the 29.98.

Desired Settlement: I would like the 29.98 refund they promised me through your site.

Business Response:

Dear *******:
Thank you for contacting Vistaprint regarding the issue with a refund that was promised.

I understand from your complaint that the information given to you when you called to check on the status, was that they don’t see where you were due a refund of $29.98. I want to assure you that the refund information was in our system and I apologize for the inconvenience caused.  As per our telephone conversation, you were provided with confirmation that the refund of $29.98 was processed on April 22, 2013. This refund should appear on your statement within 1-2 billing cycle.

Again, I apologize for any inconvenience caused. Thank you for choosing Vistaprint.

Sincerely, 
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/3/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an online order for business cards. When I placed my order I did not see any field for entering my Groupon code so I elected to make partial payment by check and included the groupon along with a request that they help. My check was cashed on Jan. 26, 2013 in the amount of 23.36. On Feb 18, 2013 I emailed the customer service dept to see why the order was not moving forward. I thought the issue was resolved as "*****" assured me it would be taken care of and he would be able to fix the problem since I could not add the Groupon code to the "pending" order and he would be able to. March 11, 2013 I sent another follow-up email regarding the status along with the thread so if someone new was helping me they would know what had transpired. "******" was the one to respond this time and failed to read the email thread, once I pointed out this had been going on for far to long I was told a supervisor would get back to me. On April 9th I still had not heard anything and sent yet another follow-up email again with the entire thread requesting a supervisor contact me in writing within 24 hours to resolve. I received a response a day later (April 10th) that a supervisor would get back to me within 24 hours.... That brings us to today...I still had not heard back so I sent yet another email (including thread again) asking when their 24hrs would be up. I got a response that they had no record of my payment and I needed to provide proof they cashed the check. I will be emailing a copy of the cashed check to them but I just want the matter resolved. 4 months is way to long to drag this out.

Desired Settlement: I would really like my order to now be expidited and sent to me. If they won't do that, they can refund the check payment and the amount paid for the Groupon (not even asking for the full value of the groupon).

Business Response:

Dear ****:
Thank you for contacting Vistaprint regarding your order. I must apologize because your order is still on hold due to payment issue.

The instructions provided at the end of your order are crucial to getting your order processed efficiently. The instructions were: Please record your order number: ***************.  In order to complete your order, we require the following: 
1. Make your check or money order payable to Vistaprint Netherlands B.V. in the amount of $40.36.
2. Include a printed copy of this page with your payment.
3. Write your order number clearly on your check or money order.

Please note that your payment must be in US dollars and drawn from a United States bank. Failure to adhere to these order guidelines will result in return of your payment.

I understand you had a Groupon code that was not used on the order. You forwarded your check less the cost paid for your Groupon, with information to let us know that you did not use your coupon. When a check is mailed to our check processing department, their responsibility is to have the checks deposited and have the order release once the details on the check and order information is correct. Therefore, a request to have the Groupon offer sorted at this stage would not be something that they would be able to fulfill.
If there are any issues to be sorted this must be addressed by our customer service team before the check is sent, so you can have the correct amount to be written on the check as well as the correct order number.

In your complaint you said you did not see any field to enter your Groupon code and the reason for this would be because you were not on the correct URL  provide to you on the PDF file sent by Groupon with instructions and your coupon code (Visit www.vistaprint.com/groupon-70).
To resolve the issue please send a copy of your statement confirming the cashed check to customerrelations@vistaprint.com and we will get the refund processed. Again, I apologize for any inconvenience caused. Thank you for choosing Vistaprint.

Sincerely,
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Vista print,
I ordered cards from you in times past and do not remember all of the hoops that you require now to just place an order for some business cards.Including the requirment to choose three magizines that were supposed to be free! to have them bill my credit card for two dollars each, with the requirement that unless I contact them, they will renew the sucribtions on my credit card which I did not authorize! This same concern will be filed with the better business bureau. And I will never do business with your company again! I realize I am only one customer lost, but I know that there are many of your customers that feel the same way that I do! I'm sure that there are many of your other customers like myself that Really do not appreciate you sharing personal credit card information, and authorizing third partys to charge my card. I will be contacting legal advise to find out if that action on your part is even legal. (this is the letter i sent to vista print)

Desired Settlement: Of cource I would like the money returned that was charged to my account without permission, but most of all I want to make other consumers aware of this company's change in policy as to not be tricked into placing orders with them as I was.

Business Response: Dear ***,
Thank you for contacting Vistaprint. We realized that your Vistaprint experience was not quite what you expected, and as a result, we would like to extend our sincerest apologies for any inconvenience or problems you may have encountered. Currently, we do offer complimentary subscription for magazines once the customer’s order is over $25.01. However, we do not pass on credit card information to other companies. After the order is placed with a magazine, the customer receives an email sent from the magazine company and this is where the communication would start.  We recommend you send an email to question@bluedolphinmags.com regarding any charges incurred related to the complimentary magazine offer. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint.      

Sincerely,      
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I did not give the magazine company my credit card information, and did not authorize any charges from them. Vistaprint gave this information to them during the proceess of ordering cards from them. If vistaprint offers "complimentry" magazine subscriptions, and then exposes their customers to these charges this is wrong! I will be contacting my bank to disbute these unauthorized charges! I beleive vistaprint should be required to change this process. Looking at all the complaints filled against them, hopefullly will let people know what kind of a company they are.    

Business Response: Dear ***,
We understand how you feel, however, we do not pass on customer credit card information to companies. Also, our investigation shows you placed your order online, using merchandise credit that was issued on your Vistaprint account from your original order. Therefore, order placed on April 10, 2010 showing the acceptance of the magazine was not placed with a credit card but with the merchandise credit that was on your account.   After the order is placed with the magazine, the customer receives an email sent from the magazine company which gives details of the offer along with instructions on what to do next. We recommend you send an email to question@bluedolphinmags.com regarding any charges incurred related to the complimentary magazine offer. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.    

Sincerely,  
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

vistaprint is still wrong concerning my order, it was purchased with my credit card on 3-27-13 it was charged to my credit card. their ID#*********.I have already spent way to much time dealing with a company that clearly will not admit their wrong doing in this matter. Their ordering system does allow the magizine company access to our credit card information, they couldn't have gotten it any other way! I hope other consumers read this information, and clearly see what kind of a company vistaprint is. As for me I am done with this matter!    

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: As you navigate through the website, a question asks, "continue without retrun address labels?" when you say yes, it charges the customer for the return address labels anyway. When you say cancel the order (just seconds after submitting), it says it cannot cancel the order because it has shipped already!

Desired Settlement: Vistaprint's website is deceiving and trys to sell you items you did not agree to.

Business Response: Dear ****,
Thank you for contacting Vistaprint.We realized that your Vistaprint experience was not quite what you expected, and as a result, we would like to extend our sincerest apologies for any inconvenience or problems you may have encountered.To submit your order you are asked if you would like to accept your order with Return  Address Labels or the second option accept without Return Address Labels.We understand from your complaint that Return address Labels showed up on your order that you did not want and you could not cancel. Instead, you had to call our Customer Service Department for this to be done.There is a window of opportunity for customers to cancel their orders online, so we will need to investigate base on the feedback that you have provided.Again, we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.    Thank you for choosing Vistaprint.    

Sincerely,   
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I did select the option of NOT accepting the return address labels and it added them in anyway.  AND the retrun address is not even mine!  It's a ridiulous way for vistaprint to add on items that are not ordered. It's a scam and Vistaprint shold not be allowed to do business this way.     

Business Response: Dear ****,
We understand how you feel and want to let you know that the feedback you provided have been forwarded to members of our Technical Team to investigate.We are not able to tell what happened while you were placing your order and at this time can only provide feedback on what should have happened when you accepted your order.So far, we have received no other reports on this issue and can assure you that this is not a typical Vistaprint experience.We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.    Thank you for choosing Vistaprint.    

Sincerely,   
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They Charged my Credit Card 3 times in one month for the same thing.

Desired Settlement: I just want my money back. There is no reason to charge my cc 3 times for the same exact thing and then say 20 days after that I owe it again.

Business Response: Dear *******:
Thank you for contacting Vistaprint.We are sorry to hear of your dissatisfaction with the charges on your account.We investigated the issue and have found that these charges were generated from Website Services that exist on your Vistaprint Account.The Website Services were ordered online on December 2, 2012. The offer for the Website Service gives you one month free trial and then you are charged each month going forward. Several attempts were made to collect payment for the Website Services since January without success. It was only until April 6th that the payments went through.The reason for the three payments would be that outstanding amounts for the services would have been collected to keep them active.You have since made contact with us, a refund of $38.96 was submitted and one free month of service was applied to your account.

We hope the information provided was helpful in giving you a better understanding of the issue.We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.Thank you for choosing Vistaprint.

Sincerely,   
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Business offered a partial (less than 100%) settlement which the consumer accepted

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have purchased business cards from Vista Print and paid for the purchase in full. I found out from ******* *** that this company has been billing me for months for a website that I did not authorize. I contacted Vista Print and spoke with ****** a call center representative with Vista and she stated on 3/26/2013 @1:53pm. that she has no record of any such website being authorized only the purchase of business cards. I requested the name of a Director or Manager to request a refund and this Rep. refused to provide me with this information. As a result of this behavior I am led to believe that this is some sort of scam and would like a full refund of the Unauthorized charges. Vista Print produces very nice business cards, however, I will not do business with them again! Very poor customer service as well as suspicious and possibly fraudulent billing practices.

Desired Settlement: An apology and a billing, policy and practices change.

Business Response: Dear *******:
Thank you for contacting Vistaprint. We have investigated your complaint and can provide you with our findings. There is another account that exist in our system under the email address *********@hotmail.com which shows a website service. This transaction was done online on 11th August 2011.

On this order there are Business Cards, Car Door Magnet, Small Product Labels, Hats, Return Address Labels and the Website Service. Once a customer selects a website service on their order they are given 1 month free trial after which they are billed each month going forward. We Also see that you did not come back to the account to configure the Website Service and this tells us that you may not have been aware it was selected on your order.

We have gone ahead and cancelled the website service and issued a full refund of $189.62 which may reflect on your statement within 1-2 billing cycle. We recommend checking your order confirmation thoroughly in the future, just in case there are items on the order you do not want. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.      

Sincerely,     
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: they didnt send adhesive grommets with my order they said they would do it on the next order the next order came around and the refused the argued with me forever and then said they would give me the grommets i looked at my bill and not only did they charge me $15 for the grommets but the mischarged me on every single item on the invoice. i called back and the rep asked the guy who took the order. he lied and told the rep he went over all pricing with me this company is a scam they put extra charges on my card thinking i wouldnt see it because we got into an argument

Desired Settlement: get your act together

Business Response: Dear *****:
Thank you for contacting Vistaprint.We understand that your experience with us was not satisfactory and we do apologize for any inconvenience caused.We have investigated your complaint which includes listening to the recorded conversation regarding the issues raised.When you made contact with us on March 11th you were informed that you did not order Clear Adhesive Hangers (to hang your banner).You were not sure where you would have selected these and the representative assisted you with a walk through so you could see the option to add these at an additional cost. She also offered to assist you with a discount since you did not realize you had to order the Clear Adhesive Hangers for the banners. You did not take up the offer, but told her that you should be making a new order soon so you will add the Clear Adhesive Hangers to your order at that time.

On March 19th when you were assisted with your order the items and cost that you would pay was verified. However, after your order was placed you called back and requested a cancellation.You were assisted with your request and a full refund of $87.68 was issued.We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.    

Sincerely,   
Intraday Coordinator
1-800-961-2075

Consumer Response: We were not informed on the initial call that we werent going to receive our free clips.   if we were we would have asked for them.   the second call the told me to wait for the next order and we would get themn free then.   the 3rd call i went to order them and he sent me a link for 8 free clips i accepeted it.   and then not only did he charge me for the clips but he charged me the wrong price on everything else i purchased in the order.

to this day i am still waiting to hang my sign because you havent sent my clips.  what are you doing about this? I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: Dear *****
We understand how you may feel and we do apologize for any inconvenience caused.We have outlined our findings to you in the previous response. You have made a rebuttal to the response but did not provide any additional details.Please let us know if there any issues that we did not address or if there are other issues that you would like us to address.Again, we apologize for any inconvenience caused.Thank you for choosing Vistaprint.

Sincerely,
Intraday Coordinator
1-800-961-2075

Consumer Response: Forgive me if I missread your responce.  Where in your responce did you tell me where my adhesive clips are?  how am i supposed to hang this thing.  why are you so dificult?  if you dont want to give us the clips just send a call tag and we will send you back the banner.

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I was purchasing and creating full color rack cards on vista prints website. The site states $4.99 for color back side printing. So I continue my design and get to the backside of the card and again it states $4.99 for color backside printing. I have selected a quantity of 250 and in the check out is states $14.49 for color backside printing. So I contacted their customer service to find out why there is such a price difference. The representative told me that the $4.99 is for the minimum quantity and the system adjusts it automatically. I asked at what rate since the site does not mention anywhere that $4.99 is just the minimum. She stated she could not tell me the rate since the system does it automatically. I responded that $4.99 times 5 to equal 250 rack cards is $24.95, so what percentage of increase is there by quantity and asked if it is stated in the terms of service or anywhere on the site. She stated it is not. So how do you know what you will be charged for the cards if it is not stated anywhere? Borderlines bate and switch in my mind. Here is states what you will be charged but when you order we will actually charge you more and not tell you how or why. Not a good business practice.

Desired Settlement: I would like the site to state up front what you will actually be charged and have the information available.

Business Response: Dear ******, Thank you for contacting Vistaprint. We realized that your Vistaprint experience was not quite what you expected, and as a result, we would like to extend our sincerest apologies for any inconvenience or problems you may have encountered. We appreciate your feedback regarding information provided on the website and can see how this would have resulted in a negative experience. Currently, information displayed does not tell the customer that increasing the quantity will result in an increase for printing on the backside of Rack Cards. However, once the customer clicks on the link Get an instant quote including shipping and processing costs! They are able to get the full cost for printing on both sides of the product (this link can be found on the product landing page).  If customer does not click on the link and begins to work on the product they will next see full cost for product in the shopping cart, which means, they would have already put in time to get their document to this stage to see what the cost will be to them. You feedback is valuable to us, as there is always room for improvement. I can assure you this feedback has been passed on to the relevant team, with the hope that they will make some changes to the website which will result in a satisfactory experience for our customers. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.      Thank you for choosing Vistaprint.       Sincerely,      Intraday Intraday Coordinator ###-###-####

Consumer Response: Thank you for your response I am glad you can do the quote and it is accurate. I usually use the search bar on your page for the product and the quote part does not come up. It goes right into the design stage. But I see if you use the drop down menu and search that way it takes you to the landing page for the product and can quote from there. I will have to do this next time for an accurate price up front.Thank you, ****** **********

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: VistaPrint is sending unsolicited advertisements to my address without my authorization. Furthermore the advertisements are addressed to ****** ******, who is not a resident of this address. Please update your Company's records and stop creating advertisements for this address.

Desired Settlement: Please stop creating advertisements for this address. Please permanently remove this address from your records to ensure that advertisements created by your Company do not appear in my mailbox. Thank you very much for your time and attention to this matter.

Business Response: Dear ****,
Thank you for contacting Vistaprint.We are sorry to learn that you are receiving unsolicited emails from us and we do apologize.We have checked our database and cannot see your email address on our list.Please feel free to forward the email you received to customerrelations@vistaprint.com and we will check the source of this so it can be stopped. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us at 1.800.721.6214. Thank you for choosing Vistaprint.    

Sincerely,   
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response requires additional information in reference to complaint.

The issue is not with regard to email. It is with regard to print advertisements received via the United States Postal Service that have "VistaPrint" on the mailpiece. I am trying to get the advertisements to stop being sent to this mailing address. The Company advertised on the mailpiece is ***** ***, Inc. This company has received a complaint as well. I am not sure if VistaPrint has mailing address records or if they simply produce advertisements that are then mailed via the USPS.

The return address for VistaPrint on the mailpiece is: **** ***** ******* *** Dr, Ste ***, *******, MI ***** if this helps.

Business Response: Dear ****,
Thank you for contacting Vistaprint.We understand how you must feel about receiving unsolicited emails and we would like to resolve your issue.We have checked our database and cannot see your email address on our list.Please feel free to forward the email you received to customerrelations@vistaprint.com and we will check the source of this so it can be stopped.We apologize for any inconvenience this may have caused, should you have any further concerns please contact us at 1.800.721.6214.  Thank you for choosing Vistaprint.  

Sincerely, 
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ordered over 600 dollars worth of t shirts the quality was so poor they issued me a refund but did not refund the amount i paid for the groupon i had several orders about @220 in groupon they just keep the money after refunding the whole additional order

Desired Settlement: refund my groupon money

Business Response: Dear ****:
Thank you for contacting Vistaprint regarding the issue you had with your orders.At Vistaprint, we are committed to improving our processes by investigating quality issues and we appreciate your feedback.We write to let you know that refunds have been requested for the cost you paid for your Groupon vouchers.Please keep in mind that Groupon is not Vistaprint owned and so we had to make the refund request on your behalf.These refunds will be in the form of checks sent to the address you have on file. You may receive these checks within 3-4 weeks.Address on file:*** * ********* ******* Unit **** *******, IL 60016

The breakdown for the refunds on cost paid for Groupon voucher are as follows:***************  Groupon cost $17.00*************** Groupon cost $17.00***************   Groupon cost $17.00***************   Groupon cost $17.00***************   Groupon cost $17.00***************   Groupon cost $17.00*************** Groupon cost $17.00***************    No Groupon used on order***************     Groupon cost $20.00***************  Groupon cost $17.00***************    Groupon cost $17.00***************  Groupon cost $17.00We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.    Thank you for choosing Vistaprint.    

Sincerely,   
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i ordered a bunch of shirts over time about 20 from vista print with my company logo and name on them we launched the company recently after 2 washes the shirts faded and they look so bad there garbage the logo is worn off i followed all washing instructions that came on the shirts

Desired Settlement: Refund me the amount of money i paid for the all shirts just over $200

Business Response: Dear *****,

Thank you for contacting Vistaprint.

We are sorry to hear of your disappointment with the T-Shirts, Polo Shirts and Embroidered Hoodies ordered, we understand that we did not meet your expectation with quality and we do apologize.  We do allow a sixty day window after the customer receives the order for them to tell us if there are any issues so we can assist with a resolution. However, as a courtesy to you we have assisted with your request for a refund.

Based on your desired settlement we assisted with refunds as requested and the breakdown for these refunds can be seen below.

***************      $15.86      for 3 Polo Shirts
***************     $30.09      for 2 Long Sleeve and 6 Short Sleeve T-Shirts
***************       $19.98     for 6 Short Sleeve T-Shirt
***************      $11.23      for 1 Embroidered Hoodie
***************       $47.12      for 3 Embroidered Hoodies
***************      $30.64      for 6 Polo Shirts
***************     $12.37      for 1 Embroidered Hoodie
***************       $39.80      for 2 Polo Shirts
***************       $14.26       for 3 Ladies T-Shirt and 1 Polo shirt
***************       $12.24       for 1 Embroidered Hoodie 
***************        $2.43        for 2 Short Sleeve T-Shirts
***************      $19.84       for 5 Short Sleeve T-Shirts

Please keep in mind that a refund request means that the amounts will go back to the card that was used for payment, if that card no longer exist the financial institution will advise how you will receive the funds (whether they will put it to any existing account or mail you a paper check).  Refunds processed may be reflected on your account within 1-2 billing cycle.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have never recieved a bill and the product I got was very poor quality. After calling I was told there was nothing they could do for me. I ordered business card magnets for my business. I am very unhappy that they were so unhelpful with my concern.

Desired Settlement: I want my money back! I cant do business with a company that will not address my concerns.

Business Response: Dear ******,
Thank you for contacting Vistaprint.We are sorry to learn that you did not receive the help you needed when you called about the Business Card Magnets received. We would love to be able to address the issue, however, we cannot locate the account you used to place your order.Please feel free to respond with your order number or the email address you used for your order so we can investigate and assist you.We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.    

Sincerely,   
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Signed up for "free trial" of a website (www.*****************.com) under my Vistaprint email address *****************@ymail.com. Once going to cancel, noticed there is a non-working 800# to call to "cancel" and no link to cancel online anywhere. Previous complaints about same issue.

Desired Settlement: Cancel the website and do not charge my credit card anything. Furthermore, no contact; cancel Vistaprint account under *****************@ymail.com permanently.

Business Response: Dear ****** ********,
Thank you for contacting Vistaprint regarding cancellation for your website service.We are sorry to learn that you were not able to cancel the website service online and you were not successful in making contact with us by phone.We want to let you know that we have assisted with you request and the website service is now cancelled.

If you are interested in keeping the domain name you selected for the website service please feel free to make contact with us and we will assist you further.The standard hours of operation for our customer service department are Monday - Friday 8:00 AM-Midnight in Eastern Time.We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.    

Sincerely,  
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted them for a refund and was told it would be 5-7 business days. I ordered invitations from them and they arrived damaged due to printing error. It has been longer than 10 days and I contacted them and they are now telling me it will be a total of 4 weeks prior to refund because they have to manually give it. This is not acceptable.

Desired Settlement: A refund in the amount of $76.54 for failure to make the invitations satisfactory. I had issues after original request on the lables and noticed other damage to the poster and the banner. Therefore I want a full refund.

Business Response: Dear ********,
Thank you for contacting Vistaprint.We understand that when you last contacted us requesting a refund you did not receive a satisfactory response and we do apologize.You have now requested a full refund of $76.54 and we can assure you that your refund check is ready and will be mailed today. This check may be received within 3-4 weeks.We understand your concerns regarding the timeline, however, we tried to send the funds back to your credit card but was not successful and had to send you a check instead.The check may be received before the timeline mentioned above, but we wanted to provide you with a realistic time because we cannot be sure when the Post Office will make the delivery.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.    

Sincerely,   
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

3/27/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered checks for my business through Vista Print. For some reason, everything OTHER THAN checks, is given a tracking number, but they do not provide tracking numbers for checks as they are sent from a third party carrier. However, when I pressed each one of the customer service staff I spoke with - the last being a Supervisor named ******* - put me on a long hold and came back to tell me their information indicated that the checks were indeed delivered on Tuesday (3/19/13) and signed for by someone named "*********". First of all, I was closed on Tuesday due to a snow storm in our area, second no one named "*********" works in our plaza and finally, why is someone named ********* signing for checks for ***** ***** DBA *** ******* ****? I had to call and call and call to get any kind of information from them and finally, ******* promised to follow up and call me on Thursday in the afternoon - but no call. My postal carrier said I had no packages in the week prior - so it wasn't USPS that delivered them. They will not tell me who delivered them or any tracking information. My bank told me my account could be compromised with my routing and account numbers, so we had to close the account. This has caused me so much stress - I am very worried that somone will use these checks to rip off other small businesses - all with my name!!! I am furious!!!

Desired Settlement: I want to know who the carrier was that was used to deliver these checks. I want the tracking information - when do they claim it was in Southbury? They are giving me a refund - but the real issue for me is the 300 blank checks with my name/business name on them. I want to know what happened to them, it makes me uneasy knowing they are out ther and they do not seem to care at all about helping me track down this info. They should be liable or responsible for any damage done!!!

Business Response: Dear *****,

Thank you for contacting Vistaprint.  We understand your experience with us was not satisfactory because you were given inaccurate information by our Supervisor ******* and we do apologize for the inconvenience caused.

We have investigated the issue regarding your checks and can confirm that these checks were sent back to the plant and have now been destroyed.  The checks were sent via UPS tracking #******************, they got as far as the hub in Stratford Connecticut and then went out for delivery. It was then that they realize the package could not be delivered, because they needed the correct suite number.

At this time we cannot say if the information as updated by UPS is clear because you have had other orders shipped to the same address without a suite number and UPS was the carrier.

Your concerns regarding security are valid and it is very important to us that all our customers information is protected and treated with great care. We are currently working on putting measures in place so our customers can track their orders. We hope such measures will help to provide customers with the necessary information they need once their orders are shipped.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

I am satisfied that I was provided tracking information so that I may research myself.  My UPS carrier is very familiar with me and reports that he never had a package for me on that Monday or Tuesday - I am very well known in town.  I feel it is essential to have tracking info for this - and just wanted to make sure my info was not compromised.  I take this at face value and know Vistaprint to otherwise be a good company to work with.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

3/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The situation I am about to explain began in November 2012 and is still unresolved and I have waited patiently before contacting the BBB. The Vistaprint reference # to my complaint is: REF#********* I have been waiting for a refund check from Vistaprint since November. Last week (March 2013) I finally received my refund check for $1,215.09 only to have the check BOUNCE. I now owe an additional $15 for the bank fee. I have been a customer of Vistaprint for nearly 7 years and have spent tens of thousands of dollars with this company. I have received the run around from their phone support and customer service support for 5 months. The last person I was dealing with was a man named ********** who finally got me a check sent to the correct address (They sent the check twice to the wrong address...how that is possible is beyond me) and now I get the check and it bounces!!!! I am not doing business w/ Vistaprint until this is resolved.

Desired Settlement: $1215.09 plus $15 bounced check fee = $1230.09

Business Response: Dear ******,
Thank you for contacting Vistaprint.We are sorry to hear that you were not informed that the check refund issue would have been cancelled, because we had processed refunds back to the credit card that was used for the orders.

Based on our telephone conversation you confirmed the refunds that were processed back to your credit card is now reflecting on your account.Please send a copy of your statement proving the cost incurred for the bounced check to customerrelations @vistaprint.com and we will assist with reimbursement.We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.    Thank you for choosing Vistaprint.    

Sincerely,   
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

3/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have made numerous efforts to "opt out" of VistaPrints relentless (15-20 emails a DAY) spam offering free business cards. I do not want business cards from VistaPrint and do not want any more emails from them. What does this take?

Desired Settlement: remove ************************.com and ************************.com from your email spam list ASAP

Business Response: Dear ****** ****:
We received your request for assistance regarding numerous emails that you have received from venders advertising Vistaprint Contents. We understand the frustration that you may have experienced due to the amount of emails sent to you. We would like to apologize for such.It is not within Vistaprint practices to send any one customer/consumer several emails within such a sort time period. We assume this could be an error and will look into it further.For now though, we will removed both email address from any promotional/marketing campaign that we have running.Again, we apologize for any inconvenience or frustration caused.should you have any further concerns please contact us at: 1800-721-6214.Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Somehow when placing an order for Christmas cards online, two orders were processed. 1. Order Date: 12/12/2012 Order Number: *************** Order Total: $40.45 and 2. Order Date: 12/12/2012 Order Number: *************** Order Total: $44.75 When we contacted Vista print to make sure #2 was canceled and refund to bank account processed, we were told there would be no problem. However, it turns out the representative processed it as an ACCOUNT CREDIT instead of crediting funds back to our bank account. We followed up and were told the problem was corrected and we should see the funds back in our bank account. It has never happened. I have followed up multiple times and have been told "please hold tight, give it another day or two." In the meantime, Christmas has come and gone and Vistaprint still has $44.75 of our money. They were able to debit the amount immediately, but when it comes to refunding it takes more than two weeks? We have been more than patient and have given Vistaprint every opportunity to resolve the issue in a timely manner.

Desired Settlement: We would like a refund in a full amount for the order never received: Order Date: 12/12/2012 Order Number: *************** Order Total: $44.75 Also an explanation why it took so long and reassurance their policies are not designed to keep consumers' money for as long as possible.

Business Response: Dear ***** *******:
Thank you for contacting Vistaprint.We are truly sorry to hear of you dissatisfaction with your Vistaprint experience.After reviewing the details on your account we see that when you contacted us via chat a refund was promised to you but in error the representative processed a store credit.We see that he realized the error and immediately submitted a manual refund request which is currently processing. We want to let you know this is not a typical experience and we are in no way trying to hold on to your funds. You may see the refund reflected on your statement within 10 business days.We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.    Thank you for choosing Vistaprint.
   
Sincerely,   
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

There is no reasonable explanation for the delay in processing this refund.  I have never worked with an institution that was so hesitant to resolve an issue.  There is either too much bureaucracy at Vistaprint or not enough concern for the customer.   It has now been THREE WEEKS since the order was canceled and Vistaprint is still holding on to my money.  I'm a reasonable customer who gives credit where credit is due... but Vistaprint dropped the ball on this one and lost a customer.    

Business Response: Dear ***** *******:
We have gone ahead and assisted with a refund in the amount of $44.75.This response serves as a confirmation that the refund was processed and you may see this on your statement within 10 business days.We want to let you know this is not a typical experience and we are in no way trying to hold on to your funds.We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.    Thank you for choosing Vistaprint.    

Sincerely,  
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The credit still has not appeared in my account.  I will not be accepting Vistaprint's response or claims the credit has been processed until the funds are back in my account.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was wrongly charged by Vistaprint for a service. Because I was hospitalized, I had not deposited any money into my account. The charge created a negative balance caused by Vistaprint's one charge. I called and they agreed to credit my back account back for the amount that added up due to their unauthorized charge. In the meantime, charges began to hit my account, which caused a larger and larger negative balance. The supervisor said I should see the credit to my bank within a week. After a week it was not there. Two weeks later, I called when the credit was not applied. They made me RESEND my bank information, costing me more money and promised it would be credited again, for the correct amount. The crednever happened. I was on hold with this company daily a minimumfor an hour, sometimes up to 2.5 hours. I had to tell my story over and over. I was promised calls back daily, but never received them. My back it threatening to close my account due to the negative balance. Vistaprint now owes me over $300, and this has been reported to my credit. At one point they said they sent a check, which was for the incorrect amount to the wrong address, an address I hadnt resided at for over 3 months. They said that I verified the address, which was completely incorrect.

Desired Settlement: Replacement of the funds for overdraft fees I was charged, complimentary products, correction of credit. If thisw is not done, I want to take legal action, as this has become a daily stressor

Business Response: Dear *** *******:
We received your request for assistance regarding known Charges for u subscriptions.

We reviewed your case and can understand why you would be frustrated. We would like to take this opportunity to apologize for the inconvenience and frustration caused. The amounts charged to your account were for the “online Search Profile” that you ordered with your website Subscription on 11/2/2012 .

The two charge of $3.99 was already credited back to your account on  January10, 2013. This also appears on the printed statement you sent to us. We thoroughly reviewed your charges and your bank statement and confirmed that a number of your NSF fees was caused due to other transactions that you processed to your account.

We have decided however to send another check refund of $140 to your new address listed in your BBB complaint. You should receive this check within one week from now.

Again, we apologize for any inconvenience or frustration caused.  should you have any further concerns please contact us at: 1800-721-6214.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The $140 does not come close to covering the fees that have accumulated through the time they said they were "figuring it out."  I need a response or I will obtain an annorney.

Business Response: Dear *** *******:
We received your request for assistance regarding known Charges for your subscriptions ordered by you on November 2, 2012.

We recommend you review the charges on your statement that you sent in to us outlining various transactions. It highlights that majority of the NSFs was due to other transactions on your account. 

Also, please acknowledge that both charges were actual charges for your Online Search Profile connected with your website. These charges can be validated and held against you. We however, accepted responsibility under the circumstances that you
mentioned that you inadvertently ordered such service.  The amounts refunded to you were done not under obligations, but as a courtesy. 

Again, we apologize for any inconvenience or frustration caused.  should you have any further concerns please contact us at: 1800-721-6214.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company is completely ridiculous. I have sent multiple emails which takes them days to respond to each email and it is becoming out of hand. I have at least 15 or more unauthorized charges of 9.99 and 4.99 approximately 2 months after the purchase of a $10 order for business cards. I contacted the company and they said they aren't aware of any charges made on the account however my credit card shows the transaction charges clearly from VISTAPR*Vistaprint.com . This company is well known for this issue as I searched all over google which is EXACTLY the same problem I am experiencing, and they have an A+ from the BBB? I think the BBB needs to reconsider giving these guys an F . Vistaprint will not own up to there own error and fradulent charges. Not only have I called Chase to close the card and get a new one but I was advised to make sure I file a BBB report to get them penalized. 1/21 - $9.99 1/20 - $9.99 1/20 - $9.99 1/17 - $9.99 1/17 - $9.99 1/15 - $9.99 1/13 - $9.99 2/11- $9.99 2/11 - $9.99 2/3 - $9.99 2/13- $9.99 2/15- $4.99 2/16 - $9.99 2/17 - $9.99 2/17 - $9.99

Desired Settlement: I need this issue to be acknowledged by VistaPrint and admit to there own fraud/scam that they are running. If this was an accidental thing I could understand however this is not, and it is a well known issue for years on the internet.

Business Response: Dear ****** ****:
We received your request for assistance regarding unknown charges on your credit card statement.

We reviewed your case and can understand why you would be frustrated. We would like to take this opportunity to apologize for the inconvenience and frustration caused. The amounts charged to your account appears to be fraudulent. These also seems to reoccurring monthly charges. Vistaprint is unable to locate these charges as they we not done under your name nor address. You mentioned that you had the card canceled and replaced by Chase Bank.  A voice mail was left advising you to send the credit card details with the charges to the email address provided (customerrelations@vistaprint.com). We will be able to do a fraud search in an effort locate the account created on the Vistaprint site where the charges are coming from.

We certainly acknowledge your feedback, and can also understand your reason for dissatisfaction. We will continue to make adjustments while improving in areas such as this one. Again, we apologize for any inconvenience or frustration caused. should you have any further concerns please contact us at: 1800-721-6214. Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vistaprint will not delete my images they have after I ordered a product from them. I don't want my images floating around on the internet without my permission by this company. They just put me on hold and leave me on hold. I've called three times to resolve this issue. I got the same response! Left on hold!

Desired Settlement: I want my images removed from their website.

Business Response: Dear ******* ********:
Thanks for contacting Vistaprint, where it's easy to make an impression for less. As per our telephone conversation, your images are only accessible when u log into your Vistaprint account, no one else has access to your personal images that you have upload.As requested, we have deleted the images from your account, you can verify this by logging into your account and you will notice that no image will be displayed.We sincerely apologize for any inconvenience caused.Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: basically all of the above. This company cuts corners, all their products are smaller than advertised, for instance you cannot buy a 5x7 envelope and not use their 5x7 postcards because they cut them both smaller so any other companies wouldn't fit. Their website is always misleading scams. You can't opt out of their email lists without having to form an account, which is against the SPAM federal laws, and their advertising is very deceptive, the discounts aren't really applied, and they will lie to you every time you call them. The people need to know what they are really sacrificing here. Just look on their facebook page at the thousands of comments alleging all the problems I've had.

Desired Settlement: I'd like them to be declared a public nuisance, and the bbb everywhere to warn people that they are in fact a scam.

Business Response: Dear ******* ******:
Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We have reviewed your complaint and while we understand your concerns regarding our product size, we are unable to make any changes at this time. However, we will be happy to submit your feedback to the relevant department for review.

We will also pass on your feedback regarding our email opt out process. Additionally, if you are having issues with adding a promotion to an order we do provide customer support to assist with this and any other problem you may encounter. We sincerely apologize for any inconvenience you may have experienced.   Please feel free to contact us if you have any further questions. Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

They in no way resolved issues other than saying their is nothing they can do about it. Which is the typical response from this company. You always get the run around, they're a professional group of scam artists.

Business Response: Thanks for contacting Vistaprint, where it's easy to make an impression for less. We sincerely apologize for any inconvenience. We have passed your feedback to the relevant department and it is currently being reviewed. Once changes have been made then it will reflect on the website.Please feel free to contact us if you have any further questions.Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a groupon ad for Vista Print. I paid $17 for $70 worth of product. When I was putting in the order, there was no place to put my groupon coupon so I called Vista Print to finish my purchase. When I spoke to the girl placing the order she said that it might automatically charge me the full price but that I would have a reversal to my debit card. She implicated that it would be done at the same time. After the order was placed, she then informed me that it it could take up to two months to receive my refund. She did not tell me this when I agreed to place my order with her. I told her that was unacceptable. She didn't have an answer for me to correct the problem. I then called groupon to make a complaint with them. They contacted vista print and told me that if I didn't get a response to contact them again. Vista Print sent me an email that they were working on it. After several days, I contacted Vista Print because the money was not refunded. They told me that they would put in a refund and it would take a few days. Again no refund. I called again and they said that they would again put in the refund and that it would be the following day before my bank would be contacted. Three days later, there was no refund. I contacted Vista Print again and talked to a supervisor. She then informed me that the order was put in but it would still take a month to two months to receive my refund. I told her that this was dishonest and that I wanted my account closed and that I was going to make a formal complaint with the BBB since they still are refusing to refund me for a couple of months. She still held firm on not refunding me for one to two months and could not even give me a date to expect a refund. I called Groupon to put in a formal complaint with them and and putting one on here so that no one else is duped by Vista Print.

Desired Settlement: I want my refund immediately. It has been twelve days already. This should have been corrected at the time of the order like any normal transaction.

Business Response: Dear ****** *** *****:
We received your request for assistance regarding a refund amount that you have not yet receive. We reviewed your case and can understand why you would be frustrated. We would like to take this opportunity to apologize for the inconvenience and frustration caused. Apparently there are misunderstanding between Both you and Vistaprint. We will use this medium to close the loop on this case. The refund amount was submitted as a manual refund request base on the nature of your case. As such, the refund process will take longer than the norm. Please be advised though, that the amount for $68.19 was submitted to be refunded. This amount will be sent back to your credit card as soon as this case is closed (the case may not be closed if you open another complaint, as it would require further review to be done before signing off).  Please be advised also, that the amount will not take two (2) months to be refund to your credit card (miss communication). It will be done as soon as this case is closed. We certainly acknowledge your feedback, and can also understand your reason for dissatisfaction. We will continue to make adjustments while improving in areas such as this one. Again, we apologize for any inconvenience or frustration caused. should you have any further concerns please contact us at: 1800-721-6214. Thank you for choosing Vistaprint.  Sincerely, Intraday Intraday Coordinator 1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I was told by more than two employees and a supervisor on separate occasions that it would take one to two months for my refund.  When I ordered, I called before the order was placed and had one of your employees place the order so that there would be no confusion.  There was no miscommunication on your part.  Now I am being told that you will refund my money AFTER I CLOSE THIS CASE.  Am I understanding you correctly that if I submit this letter to you that it will even take longer?   

It sounds to me that you are basically telling me that it will take even longer if I do not drop this case, or I may not get my money back if the case is not dropped.  Please clarify.You and I know that there was never any misunderstanding.  I am a business owner. The employee that took the order should have corrected it immediately while I was still on the phone.  When she did not do that and I called back, you should have corrected the problem immediately.  You did not and still are not doing so.

Please return the money that is owed to me as you should have done in the first place.  Your letter sounds to me that you are refusing to give me the money that you should never have charged me in the first place.  Please be clear.  This case will stay on here until I receive my refund. If I do not receive my refund in the next few days, this complaint will stay here indefinitely.  Furthermore, I am forwarding any and all communication from you to Groupon if I do not receive my refund in a timely manner.  Two weeks is plenty of time.  That is how long I have waited so far.   I feel that they should know how you handle this transaction also since it was a Groupon purchase that I made. That is not how it works. You correct the problem first.  The amount should be $68.19 plus the tax you charged me on it also.   

Business Response: Dear ****** *** *****: 
While we understand your reason (s) for complaint, the order was already placed and the amount charged. There was no option to cancel and immediately refund the amount (as to what you are requesting). We advised you also that based on the nature of your case, the amount was submitted for refund using our manual refund request, which takes more than two weeks. As was stated in the initial response earlier today, the amount of $68.19 was submitted and will be refunded. We have now considered this case closed. Again, we apologize for any inconvenience or frustration caused. should you have any further concerns please contact us at: 1800-721-6214. Thank you for choosing Vistaprint.  Sincerely, Intraday Intraday Coordinator 1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I still do not consider the case closed because I have not received a date as to when I will be refunded and the amount owed is $68.19 plus the $6.04 tax that you charged me. The final amount owed is $74.23.It is bad business at the least and fradulent at most.  This has become a matter of principal to me now. If the amount does not include the tax I will take this matter further with the proper tax authorities in California.  I have contacted Groupon and informed them of your refusal to credit me in a timely manner.  They will be following up on this case. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I see a banner on eBay URL https://a248.e.akamai.net/img.atdmt.com/b/VS00FVISUVIS/300x250_FBC_CC_Thanks_*****_WordArtPink_014.gif It says "Thanks! Please enjoy our complementary offer. 250 FREE Business Cards." Followed by the name Vistaprint and an oval that says "Order Now" .............Well, you get to the site and it explains how to make a business card, you do all the work, spend an hour or two tweaking it to make it just right, then you go to submit the order and BINGO! It's $10 for your "FREE" Business Cards. You make it seem like an introductory offer to get your product in the consumers hands, the consumer will like the item(s) and then pay you for your services to order more products. I perceive this as a "Bait & Switch" and find it Highly Unethical.

Desired Settlement: I think you should credit back my PayPal account and Remove your misleading banners. Order Number: ***************. Sincerely, ***** ***** & ****** ********

Business Response: Dear ***** *****:
Thanks for contacting Vistaprint, where it's easy to make an impression for less. We have reviewed your order and noticed that you had ordered a Premium Business Card. The offer you received was for Free Business Cards.These are two separate categories. The free card offers 45 designs to choose from, while  for the Premium designs you have over 5000 designs to choose from.Unfortunately you selected a card from the wrong category, which is why you did not get the cards for free. Instead you got the premiums cards for 10 dollars plus free shipping.Please note that if you had selected the card from the free category, the cards would have been free but you would have been asked to pay the shipping which would have been $5.99 for the 14 days delivery.However, as a courtesy we will be refunding the amount you were charged. An email will be sent confirming this refund.We sincerely apologize for any inconvenience you may have experienced.  Please feel free to contact us if you have any further questions.Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

2/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vistaprint hosts my company's website and handles email. Last Wednesday, My email went down. This has been an issue (their stability) for some time, anyway. I use ********* Outlook for my email program, as do most businesses. It was working, and then it was not. When I try to log into email using Outlook, I get an error message "Authentication failed. Cannot validate credentials." I get the exact same error message when I try to use Vistaprint's webmail program (mail.dmbestdj.com.) After repeated calls, I cannot speak to an actual technical support person, only a CSR that supports tech support. I received an email last friday from Vistaprint saying that my issue has been resolved, when in fact, nothing could be further from the truth. When I called on Friday, they told me that the issue is a ********* issue; if that was true, then I wouldn't get the same error message logging in through Vistaprint. They are unhelpful and uninformed.

Desired Settlement: All I want is my email, including Outlook, working properly so I can retrieve the information from Outlook and LEAVE Vistaprint's services, never to return. I don't think I am asking too much. Just a littlebit of ACTUAL technical support.

Business Response: Dear ******:
Thank you for contacting Vistaprint.We realized that your Vistaprint experience was not quite what you expected, and as a result, we would like to extend our sincerest apologies for any inconvenience or problems you may have encountered.From our telephone conversation you have confirmed that your issue was resolved after a member from our technical team made contact with you, so we will now closed this complaint.We appreciate the feedback that you have given to us and can assure you that it will be review by the relevant persons, with hope that it will bring about changes in the near future.Again, we apologize for any inconvenience caused.Thank you for choosing Vistaprint.    

Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

I NEVER should have had to contact the Better Business Bureau to get the issue resolved. Vistaprint has a LOT of work to do on their customer service. Their service is so bad, they have lost a customer for life. 


BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

1/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed one order for business cards and it came up for a total or $83.00 and then place another order for same card but for my business partner. Placed the second order and got the receipt, that’s when I noticed the pricing was half of the previous invoice, called them heard all kinds of excuses from computer error, 10 minute promotions, & every other excuse under the sun. I caught them doing shady practices and they just were back peddling. Was put on hold six times and had to actually e-mail them their prices and my two (2) invoices to prove my point. This company is nothing but a shell game and catch me if you can. I demanded my money back and was given my money back, should given me double my money back.

Business Response: Dear ******* ** *******:

Thank you for contacting Vistaprint.  We understand your experience with us was not satisfactory and we do apologize for the inconvenience caused.

We have reviewed your account and can confirm that the orders were placed with two different promotional pricing which caused the difference in the cost paid. Your first order was a total of $82.26 and your second order total was $64.97. You contact our Customer Support Department and was assisted with a refund of $23.63.

Customers may end up seeing different pricing information when they access the website from time to time, as we do offer promotions at different time during the day. Before any payment is made the customer gets a chance to review their shopping cart which shows the original price crossed in red and the new price for the item.

Please let us know if you would prefer for your orders to be cancelled and fully refund by contacting our Customer Support Department at 1.800.721.6214.  Again, we apologize for the inconvenience caused.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Vistaprint package on www.groupon.com for $15.00. The Voucher entitled me to $70.00 worth of products from www.vistraprint.com. I had previously tried to use the Voucher and Vistaprint would not accept it. I contacted www.groupon.com and they sent me a link which included the special voucher code. I placed my order on December 2, 2012 and thought I was paying $10.10 for shipping, with $70.00 worth of goods. I was horrified when I found PayPal said I was charged $80.10, which meant Vistaprint did not honor the Voucher. I contacted Vistaprint and finally got them to admit they did not honor the Voucher. They agreed to refund me the $70.00. Since I pay via PayPal, I assumed that the refund would be via PayPal. No, Vistaprint said they would mail the check. and that it would take six to eight weeks. I protested. After going in circles with Vistaprint, they finally said they made the check out to Sarty Services (the name on stationery I had printed), not my personal name. They said they mailed it on December 12, 2012. Today is December 20, 2012 and no check has been received. If it was mailed from Massachusetts, it would take two days. If mailed from California it would take five days. Where is the check?

Desired Settlement: Refund via PayPal or physical Check in my hand before Christmas.

Business Response: Dear ******* ******,
Thank you for contacting Vistaprint.  We understand that when you last contacted us requesting a refund you did not receive a satisfactory response.

After reviewing the details on your account, we want to assure you that the check was mailed on December 12, 2012 in the amount of $70.00.  If you have not received this check in the mail, please keep in mind that it may take up to three weeks and not six weeks as was communicated.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Had a Groupon offer for a Vistaprint package worth $70. When I originally tried to use package voucher, Vistaprint did not honor discount. I cancelled order. Then I contacted Groupon, who contacted Vistaprint. Groupon sent me a direct link with voucher enclosed. I placed an order and expected to pay approximately $10.00 for shipping. Vistaprint charged my card for $80.10, clearly not honoring the voucher. After several emails back and forth with Vistaprint, the agreed to mail a check for $70.00. That was December 5, 2012. When BBB contacted Vistaprint they said the refund was sent on December 12, 2012.  If it was sent from anywhere in USA it would have been received by now. Even from a foreign country it would be here.  thus I don't believe it has been sent.

At one point Vistaprint said a refund had to go through Committee and that it would take eight weeks. For a refund?  I am on a fixed income and that is a month's groceries.

Business Response: Dear ******* *****:

Thank you for contacting Vistaprint.  We understand your frustration and we are very sorry for the inconvenience caused.

Please be assured that the check was mailed and is on its way to you, this was confirmed by our Finance Department today.  Hopefully, the check should be received this week.  If the check is not received by Friday, we will be more than happy to have that check cancelled and send a new check to you.

Once again, we do apologize for any inconvenience caused.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a calendar from them. Never received the calendar. Contacted them and they said the order failed to print. They stated I would receive a refund and never did. Sent two letters and multiple emails. No response received from Vista Print.

Desired Settlement: Refund of $24.00 the amount I paid for the calendar I did not receive.

Business Response: Dear *** ***:

Thank you for contacting Vistaprint.  We would love to be able to resolved this issue with your assistance.

When you contacted us via email, we sent a response requesting the email address for the account where the transaction occurred or a telephone number, because we were not able to locate the order.  We had to use other search options and have located an account which was deactivated. This account had an order for November 19, 2012  with the value $23.57, which is the amount you are requesting as a refund.

We assume this would be the order as it was paid by check. We are sorry we were not able to locate it as it was deactivated and so the email address would not pull up the details.  Your mailing address and contact number is quite different from the information submitted via the Better Business Bureau.

Information on the Vistaprint Account                                                  
Mailing address: 
*** *** *****
** ******** Road 
********, MA *****
Telephone: number: **********

Information via the Better Business Bureau
Mailing address:
*** *** *****
** ******** Road
******, MA *****
Telephone: number: **********

On December 7th when you made contact with us via chat, a request for refund was submitted and we are not sure if the check will get to you as we have now discovered that the address you have on the account does not match what you have now submitted via The Better Business Bureau.  Please verify your address so we can have the check refund process for you as soon as possible.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
    
Best Regards,   
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

The addresses are the same...****** and ******** are the same city.
The name, the mailing address and zip code are exactly the same so that has nothing to do with anything.
I submitted my phone number change years ago to VistaPrint, it's not my fault you never changed it in your system.
I have sent THREE letters via USPS mail with all the info you requested including a copy of the check.
I have sent at least FOUR emails and all I received for a response was "you will hear from a superviser within 24 hours" which I NEVER did.
This should have been resolved weeks ago.

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: Dear *** ***:

We have gone ahead and assisted with a check refund in the amount of $23.57.  This response serves as a confirmation that the refund check was processed for you today. Your check should arrive within three weeks or less. 

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
    
Best Regards,   
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company will not remove me from their email solicitations. Their solicitations have a unsubscribe link but when you click it it takes you to a page to sign up for services.

Desired Settlement: Put an unsubscribe feature that works on their site.

Business Response: Dear ***** * *****,
Thank you for contacting Vistaprint, where it's easy to make an impression for less.  In compliance with your request, we have updated your Vistaprint account information to reflect these changes.  Please be advised that you may receive one or two emails before these changes are implemented within our system.

We appreciate you letting us know the link to unsubscribe does not work and we will investigate this issue.  At Vistaprint, we maintain high standards for privacy and email marketing, including the adherence to all legal and ethical standards for email marketing.  We apologize for any inconvenience you may have experienced. 
   
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Vista print needs to fix their unsubscribe function to actually work.  I shouldn't need to go through this complaint process to be deleted from their spam.

Business Response: Dear ***** * *****:
Thanks for contacting Vistaprint, where it's easy to make an impression for less.  Please rest assured that this occurrence is not typical of Vistaprint and your feedback is valued and will be passed on to the relevant department for further review.
Once more we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/19/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They toke my money and never gave it to me they toke it 3 or more times and i talked to my bank and they said yes it was them and i called them chat with them and they said you cannot order anything from us ever again and i said then give me my money and they still wont

Desired Settlement: i want them to order what i ordered all of it because it toke it out for everything i ordered

Business Response: Dear ****** *******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.

We have reviewed your complaint. To facilitate our investigation please fax a copy of your bank statement showing the transactions for your orders along with a summary of the situation to ###-###-####.

Please block out the account number on the statement for security reasons, however names and fees should be visible.

We apologize for any inconvenience you may have experienced. Please feel free to contact us if you have any further questions.

Thank you for choosing Vistaprint. 


Sincerely,

Intraday
Intraday Coordinator
###-###-####

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. so i will fax it again and if it does not get straten out i will go on with it thanks

Regards,

****** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/18/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My last 3 experiences ordering online have been extremely negative. In my opinion, Vistaprint has a convoluted system that appears to be set up to deceive the customer into inadvertently ordering things they do not want. For instance, I clicked "order without labels" and guess what? the confirmation screen had added and charged for them. Occasionally screen offers no way to back out of a selection, indicates codes/offers can be entered on a later screen but no such abiliity is ever displayed. This is not just my personal experience. I have talked to 2 other people within the last couple months who like the products but detest the methods. Note: I went back after my order and finally saw a "$10 business card offer" at the very top of the screen no where near the ordering information. The Customer Service Rep was very accommodating in taking care of my problems: 1) applying 25% off code, and 2) deleting address labels from my order. The "problem" is, there should have been no problems in the first place. It's too aggravation and time consuming.

Desired Settlement: VistaPrint re-evaluate their online ordering and 1) clearly set up for codes & promos to be added at/near the beginning of the process ; 2) NEVER automatically add a product to the customer's order that they then have to "opt out" on.

Business Response: Dear ***** ******:
Thanks for contacting Vistaprint, where it's easy to make an impression for less. 

We have reviewed your complaint.  Your feedback is valued and will be passed on to our Marketing team for further review.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.
Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/14/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Placed an mailing services order for 100 postcards and postage on November 2, 2012. The cards were supposed to be delivered to the recipients in 6-22 business days. On November 6th I received an email form VistaPrint that "currently experiencing a high volume of orders and it is possible that the delivery of your order may be delayed". That despite the fact that I had placed a 'Rush' on my order, as I wanted the cards to arrive before Christmas. Of the 100, I had sent one card to my own address, and 2 cards to friends of mine (all of us in different parts of the city) At the end on November I called VistaPrint to check on the status of my order and was told that Standard postage takes 22 business days to arrive. With that, I waited. As of December 13th, well after the 22 business days had passed, I had not received a card, nor have my 2 friends that I sent cards to as well. I called VistaPrint again, and was told that they can refund me (minus postage) for the 3 cards that have not arrived. I tried to reason with him, and explain that it is impossible that only the 3 cards that I personally know of have not been delivered. We live in different parts of the city, on different mail routes, so the chances that those 3 cards were not delivered, but the rest were, are astronomical. He said there was nothing more that can be done, and when I asked if he can contact the PostOffice and find out if the cards were shipped by them, he said they can't so that either. The fact is none of the cards were delivered, and their solution is to offer me a refund of $2 for the 3 cards! I don't think I've ever dealt with worse customer service than this company.

Desired Settlement: I would like my order to be fulfilled, and my 100 cards delivered to my mailing list.

Business Response: Dear ***** *********:
We received your request for assistance regarding your most recent order of Post cards, using our mailing services. We made attempts to contact you via the phone number you provided, but was unsuccessful.  We left you a voice mail expressing our sincere apologies for the confusion and inconvenience we have caused.
 
Sadly, we are not able to confirm if they were delivered or not. We believe however,  that they were/will delivered. We have processed a full refund for the entire order even though we believe they were/will be delivered.  We certainly acknowledge your feedback, and can also understand your reason for dissatisfaction. We will continue to make adjustments while improving in areas such as this one.

Again, we apologize for any inconvenience or frustration caused.  should you have any further concerns please contact us at: *************.  Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

I am very dissappointed that my cards, that were supposed to arrive for Christmas season, will not arrive; it is very unfortunate for my business. But as VistaPrint have refunded the purchase price to me, that will have to do.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

12/14/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During Checkout Vistaprint "stuffed" us with a subscription to Wine Spectator. There was no way to remove it from the order. We called them right away and told them. They indicated the magazine would not be sent. The sent it anyways. It arrived today. I have spent hours on the phone and they refuse the simple solution of returning it at their expense. The real issue is consumers can not deselect the option to get the magazine. By default it is on, like it or not.

Desired Settlement: I would like them to issue a call tag and pick up the magazine we did not order. Simple as that. We will package it in a hardboard envelope for UPS, USPS or FedEx ground shipping. We will put the tag on it and send it back.

Business Response: Dear ***** *****: 
Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We received your request for assistance regarding your most recent order with us. Also, regarding the magazine subscription you received. 

We certainly understand the frustration this may have caused you, and would like to apologize for such. To resolved this issue, we are asking you to dispose of the Magazine.  Your request was already submitted to removed you from the Magazine Subscription list.  Again, we apologize for any inconvenience or frustration caused. Thanks for your feedback and co-operation.  should you have any further concerns please contact us at: 1800-721-6214.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/7/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for business postcards with VistaPrint in early September 2012 using my VISA card. On Oct. 15, 2012, my Visa statement showed an unauthorized charge of $24.95 for MVQ*VPREWARDSUS *** *** **** CT. When I googled this company, VistraPrint comes up as the source and apparently, this scam has been running several years now: https://www.billguard.com/search/mvq-vprewardsus-fmgwpd8/ http://www.ripoffreport.com/directory/Vista-Print-Rewards.aspx http://www.***notary.com/forum/topic.asp?TOPIC_ID=**** I discovered and disputed the claim with Visa today, speaking to a supervisor ******* who sounded helpless claiming that they have not dealt with MVQ*VPREWARDSUS for awhile now and asked me for the company's phone number on my statement. I told her I had already called that 888 number and it only goes straight to voicemail. What worries me now is that I had just placed another order for business cards with Vistaprint yesterday and inadvertently charged it on my AMEX.

Desired Settlement: 1. Remove my name and all credit card info completely from their list. 2. Disallow unauthorized charges from appearing on both my VISA and AMEX again. 3. Send the people heading this scam to hard labor. Thank you!

Business Response: Dear ****** *****,
Thank you for choosing Vistaprint, where it's easy to make an impression for less.  We understand that your experience on the website was not satisfactory and we do apologize for this.  We have investigated the issue related to the charges on your statement and have the findings.

On February 19th 2009 you placed an order under the email address ************@yahoo.com and at the end of that order there was an offer for $10.00 cash back which was offered by one of our affiliates at the time (Vertrue Rewards). On the said page where the offer is made are the details related to the offer, where it speaks about the Membership. If there is acceptance (customer is asked to confirm by putting their email address in twice) for the $10.00 cash back offer then you have signed up for Vertrue Rewards Membership and an email is sent to you to give you more details on how your membership works and how to claim the $10.00 cash back.

We understand from your email that you had no knowledge of this membership and it was not your intention to have signed you, so we made contact with Vertrue Rewards to have the membership cancelled and was informed that this was already done on November 14, 2012. Therefore, we made a request to have the full amount you were charged over the period refunded. The confirmation number for refund is ****** and the supervisors name is ****.

Within five business days you should see refunds of:
24.95 x 9
20.95 x 12
17.95 x 12
14.95 x 11

Please keep in mind that we no longer have Vertrue Rewards offer available on the website, therefore, our customers will no longer be getting an offer such as this and the orders that you have placed recently would not have been affected by this membership program.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/5/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 5, 2012, I placed two separate orders with Vistaprint. I ordered two 250 count business card sets. One of the sets was priced at $17.09, while the other was $10.00. The two checks that I submitted to the company so that they could begin processing my orders were WITHDRAWN FROM MY PNC BANK ACCOUNT on November 9, 2012. According to my account with Vistaprint, my orders are both on hold and still "pending" EVEN THOUGH the money was withdrawn and removed from my account. I have no idea what they have done with my money because the orders have not been completed nor sent to my home. Today, it is December 3, 2012 and STILL I have not received my purchases. On November 19, 2012, I spoke with a customer services representative asking about why the order still had not been pushed along considering the check money had been withdrawn from my account; the representative assured me that this is the standard procedure that once the check is received, it takes a while to make sure that the checks are good and do not bounce. I was content with this response, though I WOULD NOT HAVE sent checks had I known the ordeal that the company goes through to prove their worth. On November 28, 2012 for (duration of time: 13 minutes 30 seconds), I contacted another sales representative demanding an explanation as to WHY the money had been removed from my account and WHY my orders had been (AND STILL ARE) pending. At this point, the checks must have been validated for their worth and approved by the bank (after all, the money had been removed). The sales representative said for me to submit a copy of the check statements, according to my PNC account. So I did. I sent information PROVING that the money had been taken from my account to the following address: payment processing@vistaprint.com (below is a copy of what was sent). Of course, no one responded or confirmed the e-mail; in fact, I assume it was a bogus address. Finally, on December 1, 2012 (duration of time: 31 minutes 10 seconds), I demanded to speak with the manager of this company as it had been nearly a month, my checks were withdrawn from my account and I STILL have yet to receive the intended product. The manager said to e-mail HIS direct e-mail to assess the situation (MSrequest@vistaprint.com), but told me that the correct department would not be in their office until Monday, which is today, to address the situatation/order. He said that they would be in contact with me if he did not contact me. I have not heard from the company. I received a confirmation e-mail from their customer service e-mail stating the following: "customerservice@vistaprint.com Dec 1 (2 days ago) Dear ******** *****: Thanks for contacting Vistaprint, where it's easy to make an impression for less. In response to the confirmation email you sent with the details of the Paper Checks payments, I have received and will have it forwarded to the appropriate department for the issue to be resolved for you. 1. ORDER # for the 10.00 amount check: *************** Date Description Amount Account 11/09/2012 Check *** $10.00 ********** *. ORDER # for the 17.09 amount check: *************** Date Description Amount Account 11/09/2012 Check *** $17.09 ********** Thank you for choosing Vistaprint. Sincerely, Vistaprint Customer Service" This is a copy of the bank statements that PROVE that the money is withdrawn. I want my orders completed. To whom this may concern: Please have these orders fulfilled as my checks have been processed. THIS SHOULD NOT BE ON HOLD ANY LONGER. Please recognize the huge inconvenience that this has placed because of the delayed processing AFTER my checks were CLEARLY withdrawn from my account already. Respond that you have read this message in full AND have submitted my orders for processing. Vistaprint Account # ************** Order Date: 11/5/2012 Delivery Option: Standard 1. ORDER # for the 10.00 amount check: *************** Date Description Amount Account 11/09/2012 Check *** $10.00 ********** This is an image of a check, substitute check, or deposit ticket. Refer to your posted transactions to verify the status of the item. For more information about image delivery click here or to speak with a representative call: 1-888-PNC-BANK (1-888-762-2265) Monday - Friday: 7 a.m. - 10 p.m. ET, Saturday & Sunday: 8 a.m. - 5 p.m. ET. © Copyright 2010. The PNC Financial Services Group, Inc. All Rights Reserved. 2. ORDER # for the 17.09 amount check: *************** Date Description Amount Account 11/09/2012 Check *** $17.09 ********** This is an image of a check, substitute check, or deposit ticket. Refer to your posted transactions to verify the status of the item. For more information about image delivery click here or to speak with a representative call: 1-888-PNC-BANK (1-888-762-2265) Monday - Friday: 7 a.m. - 10 p.m. ET, Saturday & Sunday: 8 a.m. - 5 p.m. ET. I STILL HAVE NOT RECEIVED MY ORDERS OR RECEIVED COMPENSATION FOR THIS INCOMPETENCE.

Desired Settlement: The two order numbers that must be completed as I have intended for speedier results are as follows: Order #: *************** and Order #: ***************. Please see to it that I have these orders fulfilled, regardless of what has happened to my checks, monetary payments. I am MISSING THE MONEY AND DO NOT KNOW WHERE THE ORDERS ARE. I will be sure to spread a truthful name regarding the work ethic and customer service of this company, highlighting the incompetence and inconsistency that I have experienced along the way. I want my orders fulfilled ASAP as they are almost one month past due.

Business Response: Dear ******** *****:
Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We have received your inquiry regarding the delay in receiving your orders and sincerely apologize for any inconvenience caused.

We are sending your orders with 2 business days shipping and processing at no additional cost to you.  Within an hour of receiving this email you may log into your Vistaprint account and go to ‘Order History’ to view the details of the reorder.  You may also access your Order History by following this link: http://www.vistaprint.com/vp/ns/my_account/order_history.aspx.

Again, please accept our apologies for the delay in receiving the order and if there are any other concerns, please feel free to contact us.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

12/4/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Vista Print sends many nuisance promotional emails and it is impossible to unsubscribe from the emails.

Desired Settlement: I wish to unsubscribe from all future promotional emails from Vista Print and I want my email address removed from their database(s).

Business Response: Dear **** ******,

Thank you for contacting Vistaprint, where it's easy to make an impression for less.  In compliance with your request, we have updated your Vistaprint account information to reflect these changes.  Please be advised that you may receive one or two emails before these changes are implemented within our system.

At Vistaprint, we maintain high standards for privacy and email marketing, including the adherence to all legal and ethical standards for email marketing.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/1/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered business cards on 10/31/12 within 2 hours of my placed order I emailed Vista Print requesting to cancel my order # ***************. I received an email from them stating that they would credit my account. Instead of refunding my credit union account they gave me a credit on my account with them. I sent an email to them on 11/14/2012 advising them I did not want a store credit that I wanted them to refund my credit union account. I have yet to receive a response from them or my money back.

Desired Settlement: I will except nothing less than my money back. I want them to put my money back in my credit union account, I will never do business with them again.

Business Response: Dear ***** ******:
Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We sincerely apologize for the experience that you encountered with your order.  We will be processing a refund to your credit card in the amount of $33.27 for your order.  Most of our customers are able to see this refund on their next billing cycle; however, it can take as many as two cycles to be reflected on your credit card statement.

Again, we apologize for the inconvenience and look forward to assisting you in the future.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/29/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Nov. 26, 2012 I ordered 250 business cards online from VistaPrint. They had advertised the cards to be on sale for $10.00. After completing the transaction using my debit card the invoice appeared and stated that my card was being debited a total of $25.17. I called the customer service number and spoke to a person named ******. ****** informed me that the extra $15.00 was for shipping. At that time I told her that I wished to cancel my order as it is very difficult for me to believe it would cost $15.00 to mail a small box of 250 business cards. ****** assurred me that that the order was being canceled and I would receive a credit on my debit card for $25.17. On Nov. 27, 2012 I checked my bank account and the money had not been credited. Again I called and talked to ******. She informed me it takes 2 months to receive a refund credit. I then spoke to a supervisor who told me that in fact it does not take 2 months for a credit so it must be my bank's fault for not posting the credit to my account. The 2 people I spoke with both have forgein accents and were difficult to understand at times.

Desired Settlement: I wish to have my $25.17 refunded and credited immediatly to my bank account, as I was promised. It is a possibility that this action may not have been necessary had I been able to speak with an English speaking American that I could understand.

Business Response: Dear *********** *****:
Thanks for contacting Vistaprint, where it's easy to make an impression for less.

We sincerely apologize for the experience that you encountered.  We will be processing a refund to your credit card in the amount of $25.17 for your order.  Most of our customers are able to see this refund on their next billing cycle; however, it can take as many as two cycles to be reflected on your credit card statement.

Again, we apologize for the inconvenience and look forward to assisting you in the future.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/28/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There was an advertisement for a free wall calendar. The **** patter was included. As i began to create the calendar, upon completion I attempted to save it but received an error message that would not allow me to save it. I started over 4 more times before I chatted on the internet with a representative who acknowledged the free product but sais my issue was me using ******* she suggested i use ******** ******** instead. I did and still continued receiving the error messages. The next representative i chatted with tells me the offer expired i said no it didnt check your company's website. (i saved the entire conversation) she suggested i pay for the calendar and they may reimburse me and i explained I was not going to do that when they advertised something. I took a screen shot of the advertisement and told her she was a horrible sales associate for not knowing what her company was selling. She said she was going to have a manager call me and no one ever did. The next day i attempted to continue creating the calendar and still came upon the error messages I got the day before. I then called customer service and spoke with yet another unacknowledged employee this time it was a manager who told me the offer expired and the **** pattern I used was never apart of the promotion. I was on the phone the majority of the time on hold for an hour. ******* **** (the supervisor) i was speaking with was just as unhelpful as all the other associates i was dealing with. I said what do I have to gain by lying about a free product. I told the supervisor that my initial call wasnt about the cost of the product it was about the error message (i saved a screenshot of it) and now you people dont want to help me with the error message and your telling me that now the offer expired when i reached out several times for assistance. The last thing that took place was ******* emailed me and said she was going to call me and never did.

Desired Settlement: I would like the **** calendar FREE as Vistaprint advertised and shipping free for all this back and forth with no assistance.

Business Response: Dear ******* ******,

Thank you for contacting Vistaprint, where it's easy to make an impression for less.

We understand that your experience with us was not a satisfying one and we do apologize.

We will be looking into the issue you had when you were creating the Wall Calendar, as this is not a typical experience and we would want to prevent this from happening in the future.

For the inconvenience caused we would be more than happy to assist with sending you a Wall Calendar at no cost to you. However, after reviewing your account we realize that the Wall Calendar that has been saved on your account from the *********** Collection would not be one of those designs that were offered for free in the promotion.

In order to select a design from the promotional offer, please ensure that you click on the link you forwarded to us and it immediately displays those designs that were offered as free.

Once you have selected and designed your Wall Calendar from the offer, you may save this on your account and send an email to ******************************** and we will assist with placing the order at no cost to you.

We apologize for any inconvenience this may have caused.
    
Thank you for choosing Vistaprint. 
    
Sincerely,
    
********
Intraday Coordinator
**************

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

Regards,

******* ******

 

 

Business Response: Dear ******* ******,

Thank you for choosing Vistaprint, where it's easy to make an impression for less.

We understand how you may feel. However, as stated in the previous response, the calendar you designed was not one of those offered to you for free.

We are more than happy to assist you with an order for a calendar at no cost to you, which means you would not be paying the shipping cost. You would need to select and design one of those from the free offer, then notify us, so we can assist with the order.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.

Thank you for choosing Vistaprint. 
    
Sincerely,
    
********
Intraday Coordinator
**************

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

The **** calendar WAS part of the promotion even the first represtentitive i spoke with agreed. Initially the promotion was NOT the reason I called the reason was an error message I kept getting. The following day when I tried to complete the project not only was i still getting the error message but the calendar was no longer on promotion but the **** calendar WAS part of the promotion because it said so on the website AND the total in the cart was free when i put it in the cart. In addidtion your staff including manager ******* **** were very unprofessional, unknowable and unhelpful.

Regards,

******* ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/25/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a message from Vista Print after replying to an invitation on Evite. It said: Thanks! Please enjoy this complimentary offer. 250 free business cards. (With an Order Now button) I clicked and chose a basic networking card design. My subtotal was 10 (apparently a 9.99 discount off of 19.99). This was already a misrepresentation, but I had already gone through the process to create the card, so I went ahead with the order. After numerous other offers along the way I was promted to enter my payment info and choose a shipping method. I chose standard which clearly stated was FREE!!!!! When I finalized the order they added a $3.69 charge for 14 day/standard shipping!! I cannot believe a company that I've heard of before and though would be reputable relies on these practices. What is their explanation? There is no direct contact information that I can find, so I clicked on BBB. I hope this form of deception is illegal and corrected, although something tells me they have a clever loophole as a defense.....

Desired Settlement: I would like a refund of the shipping charges. I would like a refund of the $10 for the cards, because Vista Print advertised them as Free. If there is a problem with my requests, I would like a direct phone call.

Business Response: Dear ******* *******,
Thank you for choosing Vistaprint, where it's easy to make an impression for less.  We understand that your experience placing your order was less than satisfying and we do apologize for this.

We have investigated the issue and found that the promotional link that you click on to place your order does carry two offers. One that gives 250 Free Business Cards with a selection of 45 designs and another that gives 250 Premium Business Cards for $10 plus free shipping.  Both options are clearly shown and also have their respective get started button.

The order you placed shows a Business Card from our Premium Business Card gallery and so this card would show up in your cart for $10.00 which is the discounted price. Please keep in mind that the Free Business Cards offer does not indicate the shipping will be free.

Based on your card selection the 14 days shipping option would be free, however in accepting you order we see that 140 Return address Labels were added to your order for $3.99 and the shipping cost on those Labels were $3.69.  If it was not your intention to accept the Return address Labels on your order, we will be more than happy to have them cancelled and the amount paid refunded.

For the Business cards based on the selection it would only have cost you $10.00. However, if you would prefer not to have these Business Cards because they are not the free ones, please lets us know so we can assist with a cancellation and refund on these as well.

The contact information can be found on the website by clicking on the help link at the bottom of our webpage.

Please feel free to inform us of your preference, you may call 1.800.721.6214 and we will be happy to assist you.  We do apologize for any inconvenience this may have caused.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/17/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order then called to change payment. They told me the order didn't go through and to reorder. So I did. A few days later that amount was deducted from my checking. I called to complain. They argued they never received my money. I faxed proof they were paid and then received an email that they would process the refund. I still never received this refund and questioned where it was. I was informed Paypal wouldn't accept the refund. I called yet again to complain and was told that the above was not true and I would be receiving a paper check in 4 weeks. Why does it take 4 weeks? I want my money now and I am tired of fighting to get what is mine!

Desired Settlement: I want a refunded check NOW!

Business Response: Dear ***** and ****** ****,

Thank you for contacting Vistaprint, where it's easy to make an impression for less.  We totally understand your reason for being upset after hearing conflicting information and we do apologize for this.  You were told that we did not receive payment because the information on our system says payment was not successful, even though it had gone through to your bank and deducted from your account.

Once we receive proof of the amount being deducted from your checking account we immediately sent a request to our Finance Department to have the amount sent back to you in the form of a check because it would not go through via PayPal.  I can assure you that the check has been processed as at November 1st and is currently on its way to you. Please allow 2-3 weeks to receive this check in the mail.

We understand how you may feel. Once again, we do apologize for any inconvenience caused.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/12/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The offer indicates in large print "$2 personalized T-shirts!" and in the smaller print indicates that the gift will fit "them" to a T. It also shows what appears to be a child's shirt. In trying to use the offer, it seems that the only size available for $2 is men's large and you can only get one shirt. I chatted with a representative who confirmed those parameters; Men's large is the only size available for $2 and you can only get one at that price. I am glad I could see the price descrepency before placing the order so that I didn't lose any money over it. I am upset that I wasted a lot of time creating the T-shirts I wanted and then they were 3 times the stated price.

Desired Settlement: I want Vista print to honor the advertised price and allow the purchase of 5 shirts of various sizes for $2 each. I would expect to pay the customary standard shipping fee of $8.40 (according to their quote tool) making my order available for $18.40 total rather than $38.40.

Business Response: Dear ***** *****: 

Thanks for contacting Vistaprint, where it's easy to make an impression for less.

We received your request for assistance regarding one of our promotional offer for Men T-shirts at $2 (** ***** will attract an additional $1.99). We made several attempts to contact you via the phone number on your account, but was unsuccessful. For us to better assist you, please contact us directly at: 1800-721-6214.

Again, we apologize for any inconvenience or frustration caused.  should you have any further concerns please contact us at: 1800-721-6214. Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/7/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Vistaprint charged my bank account THREE seperate times without my permission and this resulted in THREE seperate Overdraft fees. My bank verified this information and I sent the proof to the supervisor. When I first called customer service, the guy apologized and said they did make the charges in error and that they would refund the debits and also reimburse me for the Overdraft fees. He said that all I had to do was send the info in and they would take care of it. Well, it escalated to a supervisor who claimed that the debits were not errors and tried to justify them. He also said that because they were not errors that they would not reimburse me for the Overdraft fees. When I contested this, the supervisor stopped taking my calls. I called and was told he was in a meeting and would call back in an hour. He never called. They did refund the three seperate unauthorized debits, which my bank said was admission that they were in the wrong and they were unauthorized, because had the charges been valid, then they had no reason to refund them. However, despite the fact that I did what I was supposed to, I was never reimbursed for the Overdraft fees which significantly exceeded the debits. And they blew me off. So, I asked to speak to a different supervisor and customer service told me that I couldn't. So, I asked to speak to their legal department, and they told me that I couldn't. They basically gave me the runaround and told me that there was no way that I was getting those fees back and then just ignored me.

Desired Settlement: I want the Overdraft fees refunded. The reason I requested it in check form is because, per my bank manager, I was forced to cancel my debit card to avoid further unauthorized transactions and began using a prepaid card to pay for the company's services. The refund amount would be $96.00 which is three seperate Overdraft fees of $32.00.

Business Response: Dear ******* *****,
Thank you for contacting Vistaprint, where it's easy to make an impression for less.  We are very sorry to hear that you have incurred overdraft fees as a result of unauthorized charges on your account. From your complaint we understand that your bank is aware of this issue and are currently investigating. If this is not the case we recommend that you make a formal complaint to your bank so it can be investigated because this would be deemed as fraudulent.

If however, you placed an order on our website and were not aware of items on your order that would have generated these charges, we do assist our customer at time as a courtesy by refunding amounts charged that was not intentional on the customers part. This would not mean an admission but us trying to assist our customers the best way we can.

We would love to be able to help with your issue, but could not locate the account where the charges were generated from.  Please feel free to send details of your bank statement to prove the claim for overdraft amounts and the Vistaprint account number or email address associated with the account where the charges took place.

You may email the above request to customerrelations@vistaprint.com and we will be more than happy to investigate the issue and provide you with a resolution.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I am rejecting this response for two reasons. Reason 1: I have already been through all of this and the issue was never resolved. I was told to contact payment processing before and nothing ever came of it. I couldn't even get a contact number to speak to payment processing. Reason 2: I can only expect that because your supervisor decided to ignore my communications, that you will do the same if the issue is resolved outside of this dispute involving the BBB. So, here are the documents I have already sent once. The supervisor's name is ****** ********'s. I have also attached communications from my bank showing that the first OD fee was, in-fact, a result of the unauthorized charges from your company, because it was presented after the **** transaction. Although the **** transaction cleared my account first, had the unauthorized charge from Vistaprint not been presented then the **** payment would've cleared. Also, you will see in the email, that ****** agreed to provide me with some complimentary rack cards as a courtesy for my troubles. The rack cards are not in the same account as the transaction disputes. Somehow, I ended up with two seperate accounts and contacted customer service to see if they could be combined and was told they could not. So, the account number for the unauthorized charges is: VP Acct# **************. The rack cards in my portfolio I was promised can be found under the following account number: Account # **************.

Business Response: Dear ******* *****,

Thank you for contacting Vistaprint, where it's easy to make an impression for less.  We would love to be able to help with your issue, but could not locate the account where the charges were generated.  Please feel free to send details of your bank statement to prove the claim for overdraft amounts and the Vistaprint account number or email address associated with the account where the charges took place.

Please keep in mind that we would need legitimate proof of your claim and not information copied and pasted to a word document as was attached in your reply. Feel free to block out information on your bank statement that does not apply to us, but we need to be able to see the running balance on your bank statement at the time the overdrafts occurred.

We look forward to getting the information requested so we can move forward with our investigation.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I apologize for the mix-up, but I tried to send 3 attachments last time, and it only sent one. This time, I have also attached 3 and am hoping they will send. In the last message I gave you two different account numbers. I can login and view the transactions with these accounts so I don't understand why you can't. The login email for the account where the unauthorized transactions were made was ******@*************.com

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/7/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I click on ad for 250 business cards, for $10, with free shipping. When I went to check out, I was charged $44.48. I wrote to Vistaprint and requested a refund of $34.48 and didn't get a response, so I performed an online chat with them and was connected with "*****". After much complaining, he offered to refund me $22, and then raised it to $28.72. That is $5.76 short of the $34.48 due to me. The ad can be found here: http://www.vistaprint.com/business-cards-stackup-no-nav.aspx?mk=vistaprint+250+%2bbusiness+%2bcards+%2410&ad=b&crtv=***********&psite=mkwid**************=*************************+PM&GPS=**************=1

Desired Settlement: $5.76 refund.

Business Response: Dear ****** * ******,

Thank you for contacting Vistaprint, where it's easy to make an impression for less.  As per our telephone conversation, we have gone ahead and assisted with the refund of $5.76 as promised.  You will receive an email confirming this refund and the amount may reflect on your statement within 1-2 billing cycle.

We appreciate your business and look forward to serving you better in the future.  Thanks for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company continues to use Robo Spam Email from multiple email addresses to flood the inbox of my email, despite repeated requests to cease and decease. Today alone, I received 15 emails, all the same from different email address they are using as senders. They refuse to honor requests to remove my email address from their mass distributions. I have never had any business dealings with them and never will due to this issue

Desired Settlement: Stop bombarding me with SPAM Email from them

Business Response: Dear *** * **********: 

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  we received your request for assistance regarding promotional emails that you are receiving from multiple channel. We ask that you try to unsubscribe from each email. We will also search through our systems and ensure that you are not tied to any of our promotion offers.  

We certainly apologize for any inconvenience or frustration caused.  should you have any further concerns please contact us at: *************.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Their suggestion that I click on the "unsubscribe" options within the emails is unsatisfactory due to the constant threat of virsus that companies embed within their emails and that they cannot guarantee that by doing so will solve the problem and not create more on top of it

Business Response: Dear *** * **********,

We understand how you feel, and so we would love to be able to provide a resolution to this issue.  We have checked our database to ensure that your email address was submitted for removal, but were not able to locate the email address sent in your complaint in our system.  We would like to be able to get this addressed immediately, so we recommend you send a copy of an email sent to you to customerrelations@vistaprint.com , we will then be able to find the route of these emails so we can remove your address.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I will forward one or more of the emails in question per the request.  I would like to leave this issue open until they resolve the issue

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/5/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ORDERED A SIGNATURE STAMP ON LINE. I TYPED INTHE NAME AND FONT; APPROVED IT AND SENT IT IN. VISTA PRINT SENT ME MY SIGNATURE STAMP AND THE RUBBER STAMP PIECE THAT YOU ARE TO ATTACH TO THE GLUE AT THE BOTTOME OF THE STAMPER IS TOTALLY BLANK ( NO NAME NO NOTHING). THIS NOTHING COST ME $18.00 + DOLLARS. i ATTEMPTED TO CONTACT VISTA PRINT VIA TELEPHONE AND THEIR WAS A POSTING ON THE WEBSITE THAT STATED DUE TO SEVERE WEATHER THEY ARE CLOSED AND NOT TAKING ANY CALLS. (NO SEVERE WEATHER ALLERTS ON THE WEATHER CHANNEL); THEN I ATTEMPTED TO CONTACT THEM VIA THE INTERNET HOWEVER ALTHOUGH THE OPTION IS DISPLAYED THERE IS NO ABILITY TO CLICK IT. NO EMAIL ADDRESS. THEY SENT ME A STAMP THAT IS WORTHLESS! NOT WHAT I ORDERED!

Desired Settlement: I WANT MY MONEY THAT I PAID BACK ALONG W/SHIPPING AND RECEIVING CHARGERS THAT I PAID TO HAVE IT SENT.

Business Response: Dear ****** ********,

Thank you for contacting Vistaprint, where it's easy to make an impression for less.  As per our telephone conversation, we have processed a full refund for you in the amount of $17.08.  An email has been sent to confirm the refund issued and you may see this reflected on your statement within 1-2 billing cycle.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/3/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Vistaprint signed me up and began to charge me monthly for a service I did not consent to. I allege that this practice is unethical and potentially illegal. I noticed that Vistaprint had been charging me monthly for this service at a rate of $11.49/month for a web service solution I did not request and have never used. When I called, they agreed that this had been in error and have agreed to reverse the ~$91 in charges. While that is fine for me, this is clearly part of an ongoing unethical business practice.

Desired Settlement: 1. Vistaprint needs to change its method for signing people up for this service. An internet-savvy person should not be inadvertently signed up for this service. (I run a software consulting business. If I was signed up without my knowing consent, imagine how many others are being defrauded.) 2. Vistaprint needs to review all the accounts that are not using this service that they are apparently signed up for. If an individual/business is not using this service in the first 6 months after purchase, it can be assumed it was not intended to be purchased. That money should be reimbursed and their account cancelled.

Business Response: Dear *** ***** : 

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We received your request for assistance regarding our Website Services that you inadvertently signed up for on January 29, 2012.

We certainly understand the frustration and how you feel towards this experience. Please note though, that once a website is ordered whether directly or in-directly, an email notification is sent to the customer. Also, before your first bill another email notification was sent.  In addition, another email was sent advising that  your website was not configured (if it’s not configured).  We would also like to thank you for your many feedbacks regarding our website services.

Again, we apologize for any inconvenience or frustration caused.  should you have any further concerns please contact us at: 1800-721-6214.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The response does not address my concern that this is an unethical business practice.

1. Please attach and send the operational emails that you describe.
2. If this service is not used within 6 months, the account should be flagged and the service cost refunded as per my note.


 

 

Business Response: Dear *** *****: 

We appreciate your many pointers/feedbacks regarding our current processes relating to our website subscription.  However, how we currently manages such service is based on Customer feedback and commitment. As such, your request to manage our services how you desire, may not be an option for us and our other Valued customers.

As confirmed earlier, the amounts that you were charged for the monthly subscription that you inadvertently ordered on January 29, 2012, was already cancelled and refunded to you under the circumstances that you indicated that you were not aware that you signed up for such service.

Again, we apologize for any inconvenience or frustration caused.  should you have any further concerns please contact us at: 1800-721-6214.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

While I appreciate that you have acknowledged my complaint, and appreciate that you have refunded my money, no part of this complaint has been resolved. My experience with vistaprint is that your company is making money on a secondary service wherein you sign up an unwilling portion of your customers. I believe that this should cease.


 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/29/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: WE ordered some items to be printed from this company... order #***************. When place the order a feature ( Color Printing on back side of item) was listed as costing $4.99 we completed are order and afterwards noted we had in fact been charged $25.49 for this feature. This was our mistake but, who would expect this to change.. I was more concerned that the quantity and that price was correct. I have screen shots that show what I am trying to explain. When I tried to contact vista print they stated the listed price was for the minimum quantity only. I tried to explain that this was not mentioned anywhere even in a footnote. and throughout the process and multiple pages it is listed as $4.99. the Person I chatted with stated that the final price chages only when you go to check-out. I feel that this is a very deceptive practice. All of the prices are listed for different quantities, yet no mentions that these add-on services prices show are for ??? quantity and they will/may change based on quantity. Our account number is #************

Desired Settlement: I feel that the difference should be refunded. I indicated this fact to vista print and all they would offer was a" I'm sorry"

Business Response: Dear ****** * *********:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We have reviewed your complaint.

While we do understand your concerns regarding the color backside fee for your Rack Cards, the $4.99 fee only applies to the lowest quantity for the Rack Cards. Once you select a higher quantity you will be charged accordingly.  However, we will go ahead and process a refund in the amount of $20.50 for the difference for the Color Backside pricing.

Most of our customers are able to see this refund on their next billing cycle; however, it can take as many as two cycles to be reflected on your credit card statement.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

I wish to thank them for there prompt reply and hope that they can straighten out their web-site to reduce confusion in the future.
                

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed a order for buisness cards for a event. When I received the cards the print was too small to read. I chatted with a csr rep they offered a reprint. A few weeks went by I never received so I chatted with another csr who stated the didnt see a order for reprint. By this this time my event has come and gone and I was not able to offer potential custemers my business card. The agent offered a apology and offered to adjust the font and reprint the cards. I received the new cards and they are still unreadable. So I chatted again with a csr and requested a refund they advised they would have to issue a manual refund . Needless to say I never received my refund. I paid for cards that I can not use. I tried one last effort to get a refund and I chatted with ******** and she stated my account was issued a credit so they could do the reprint no other credit would be applied.

Desired Settlement: I donot want another reprint I just want a refund which I am entitled to.

Business Response: Dear ******* ******,

Thank you for choosing Vistaprint, where it's easy to make an impression for less.  We understand that when you last contacted us requesting a refund you did not receive a satisfactory response.  After reviewing the details from your last contact, we see that there were some misunderstanding on the representative’s part when she provided a response.

We want to assure you that on October 3rd when you contacted us via Chat a manual refund request was submitted for you in the amount of $31.48 as promised. You may see this reflected on your statement within 1-2 billing cycle. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I need to file a complaint against Vistaprint for a bad check order that has resulted in checks being returned, and me having to pay over $100 in fees. I want those fees refunded because the error was Vistaprint's, not mine. Vistaprint has refunded the purchase price for the checks themselves, but they refuse to refund the return fees caused Vistaprint running the checking account number and the actual check numbers together without separation, which was their printing error. This has resulted in checks being returned as 'account not valid'. My bank has confirmed that this is due to Vistaprint's printing error. Please note that some of the checks have been processed, because companies that manually process checks are catching the error. However companies that use scanners to process checks, including *******, ******* and others, are returning the check and charging me fees. This could potentially impact my credit and good name as my bank can verify that in over 15 years of service, I have NEVER bounced a check before this error with Vistaprint. This was the first - and last time i will ever use them. Your assistance is greatly appreciated.

Desired Settlement: My relief request is for this company to pay the returned check fees due to their printing error. I am happy to provide BBB and Vistaprint with the verification of these charges I now have to pay due to this company's error.

Business Response: Dear ******** ****: 

Thanks for contacting Vistaprint, where it's easy to make an impression for less.

we received your request for assistance regarding fees you incurred due to the how your checks was printed (account and check number on the same line).  We certainly apologize for any inconvenience or frustration caused. We would also like to assist in resolving this for you. Can you please fax us the details showing the charges.  Please send your details to: +1.877.611.3291.

should you have any further concerns please contact us at: 1800-721-6214.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint .

I am not fully rejecting the VistaPrint's offer - it just has to be taken with consideration that checked are STILL being returned, and fees assessed to me, due to their printing error. The attached document contains the information they have requested concerning fees, to date. Again, the problem is that the checks are still coming in, and fees assessed against me, because I used a full book of checks. As I mentioned in the original complaint, some of the checks are clearing, but others are not due to VistaPrint's printing error. The total fees I've had to pay to date are $105, as reflected in the attached document.



Business Response: Dear ******** ****: 

while we understand your frustration and concerns, Vistaprint has suggested faxing them the details showing the charges you mentioned.  Any FAX or attachment that you responded with, will not be displayed (they will be removed). Please submit the requested information to the FAX number provide by Vistaprint in their original response. 

should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Please be advised that I just faxed the requested information.


 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/15/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered 450 personal checks from Vista Print. They charged $17.22. To get the free shipping for a $25 order, I added a magnetic pad and a check register. The magnetic pad had a tracking # and arrived separately. The check register arrived separately. However the 450 checks never came. Vista Print had no tracking # for the checks nor could they tell me which carrier other than "bulk mail" was delivering the checks! They agreed that the checks should have gotten to me by now. I told them they were reckless and irresponsible for not providing a tracking# for the checks. Now I have 450 checks floating around somewhere and I have to have my bank close my acct and open a new one! I will have to wait until the checks for bills I've paid have gone through and this is stressful. I fear that someone could use these checks fraudulently. Vista Prints immediately , through ****** refunded my $17.22 and I saw that the checks were coming from"Vista Print Netherlands BV". When making this purchase there is no warning for the customer that there woud be no tracking # and they do not tell the customer that the checks come from a foreign location. I never would have ordered checks under these precarious curcumstances.

Desired Settlement: Refund the entire $28,21 for this order. I will send them back the 2 items I purchased to avoid postage. Advise them of their reckless business policy of not letting customer know that there will be no tracking available for check orders!

Business Response: Dear ******* *****: 

Thanks for contacting Vistaprint, where it's easy to make an impression for less.

we received your request for assistance regarding  your most recent order for checks that your ordered but was not successfully delivered to you.  We certainly apologize for any inconvenience or frustration caused. We would also like to assist in resolving this for you. We have honored your request and process a full refund for $28.21.

Please be advised however, that once a certain time and attempts are made and delivery is unsuccessful, the checks are normally returned to our plant and destroyed.  In addition the checks are in-fact printed and shipped within the United States. The refund conformation you receive came from one of our payment survey which is in the Netherlands.  Again, we apologize for the inconvenience caused.  should you have any further concerns please contact us at: 1800-721-6214.

Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.


 

 

Business Response: Dear ******* *****,

Thank you for choosing Vistaprint, where it's easy to make an impression.

We understand how you feel and would like to reassure you once again that the checks are printed and shipped in the United States and at no time are sent from anywhere else. Once delivery is unsuccessful, checks are normally returned to our plant and destroyed. For checks that are not delivered we recommend our customers speak with their bank, so they can cancel those check numbers. Therefore, the account would still remain active unless the customer wishes to have the account closed. 

You may see Vistaprint Netherlands BV on your statement but this represents our payment processor and not our printing facility. 

Regarding you sending back the product, we don’t ask our customer to do such and recommend that you discard of this at your convenience. We have gone ahead and assisted with a full refund as promised.  We do apologize for the inconvenience we have caused.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I want proof that Vista Print has destroyed the lost checks that I had ordered when they get them back in the mail!


 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been hosting my website (**********.com) with Vistaprint for over two years, and this is the first time that I’ve had to take the extend of contacting the Better Business Bureau for help, as I feel that I have exhausted all avenues with Vistaprint to get the issue rectified. The problem began just a few months ago whereas pages that I created (about 15 of them) weren’t necessary to appear on my menu because of the structure and the enormity of the information I have for sale. Making those pages appear on my menu would make the site sloppy and unorganized. When I created the pages not to appear on the menu, I was at no time prompted to say they wouldn’t be indexed by ****** and other search engines, nor was I given any kind of prompt or information to that extent. Creating another page, whether on the menu or not provided no indication they would be DISALLOWED by the search engines to index or to be seen by them. While I’m completely happy with Vistaprint as a company and a web service, it seems to seriously lack in providing support to me when I questioned why this file existed on my site without my knowledge or approval. The first several operators, both on the phone and in writing, where not able to “find” or identify that the file existed, although it is clear that the file exists at http://www.**********.com/robots.txt and can be viewed by anyone putting this address into an Internet Brower address line. Search engines like ****** first look to see if this file exists when indexing a site and will “listen” to ALLOW and DISALLOW statements so that webmasters can control what pages get indexed and which pages are ignored and do not get indexed. Subsequently as a secondary result from my complaining about this issue, Vistaprint has stopped my site from being indexed by ****** all together and have tried to push me into a corner to sign up for their “SEO” service at an additional $98 per year, even though the web package that I have already paid for in advance was to include the website submission to ****** at no additional charge. I can clearly see and have been in conversation with ****** to verify that this is indeed happening, that Vistaprint has prevented my ENTIRE site from being indexed by ******, and that Vistaprint has failed to submit the site to ****** for proper indexing. Simply putting into ****** my name “**** ******” no longer brings up my own site that I’ve owned and have had indexed for several years; http://www.**********.com. I have asked numerous times to have the file either edited or removed, and I simply get the run around. Sometimes I’m told to call; sometimes I’m told it can’t be done. Sometimes I’m told to make the pages visible and publish the website, then hide them again; which is a counter productive work around burden placed on me when I didn’t create the problem and would have to be done each and every time I update my inventory. When I ask to edit the file myself, it falls onto deaf ears and I get no reply whatsoever. In closing, I’m asking that: 1. The file be removed or edited to remove the DISALLOW statements put there without my acknowledgement so that all pages of my site are viewable though the Internet search engines; 2. Have my entire site properly submitted and indexed by ****** without having to pay anything further to Vistaprint today; 3. Integrate into the page creation section of the web editor to notify customers that not showing the page on the menu will prevent it from being indexed by the search engines. Below are copies of some of the e-mail requests and replies from Vistaprint, as well as the entire contents of the robots.txt file that still exists on my website as of the date I’m submitting this complaint to the Better Business Bureau for help. On Aug 30, 2012, at 4:29, customerservice@vistaprint.com wrote: Dear **** ******: Thanks for contacting Vistaprint, where it's easy to make an impression for less. We recommend that you reveal the pages that are hidden, publish the Website and then after they are indexed you can hide the pages again. We apologize for any inconvenience that you may have experienced. Please feel free to contact us for further assistance. Thank you for choosing Vistaprint. Sincerely, ******* ********** Vistaprint Customer Service I contacted you last week on this issue, and the file is still there. Here are the details from the prior e-mail message: The file still exists and must be removed: http://www.**********.com/robots.txt Vistaprint put the file there and it contains DISALLOW statements that PREVENT ****** from searching 15 pages of my site. ****** first looks to see if such a file exists when indexing a site and will execute any DISALLOW statements. Vistaprint has put this file in the root of my domain and is then trying to extort extra money from me in order to allow the 15 pages to be indexed. I do not wish to have them on the menu, nor did I wish to have Vistaprint put this file in the root of my domain to prevent those pages from being indexed. Here is the contents of that file: User-agent: * Sitemap: http://www.**********.us/siteindex.xml Disallow: /error/ Disallow: /vp/js-lib/ Allow: /default.html Allow: /Business-Card-Holders.html Allow: /Computer-Part-Art.html Allow: /Contact-Me.html Allow: /Paintings.html Allow: /Pencil-Drawings.html Allow: /Personalized-Card-Holders.html Allow: /Photographs.html Disallow: /Card-Holders---Red.html Disallow: /Card-Holders---Yellow.html Disallow: /Card-Holders---Gold.html Disallow: /Card-Holders---Blue.html Disallow: /Card-Holders---Pink.html Disallow: /Card-Holders---Black.html Disallow: /Card-Holders---Silver.html Disallow: /Card-Holders---Green.html Disallow: /Card-Holders---Purple.html Disallow: /Card-Holders---Brown.html Disallow: /Card-Holders---Stone.html Disallow: /Card-Holders---Multi.html Disallow: /Card-Holders---Orange.html Disallow: /Card-Holders---Copper.html Disallow: /Card-Holders---Key-Lime.html Allow: /Spray-Paint-Art.html Please remove the file at once and call me if you need further clarification. In addition, my lawyer has asked me to have you provide an address, phone number, and name of a corporate officer for them to contact with a demand letter to have this file removed. Please provide that information or have the file removed at once (and/or the DISALLOW statements removed on the pages for Card-Holders). Thanks, **** ******

Desired Settlement: In closing, I’m asking that: 1. The file be removed or edited to remove the DISALLOW statements put there without my acknowledgement so that all pages of my site are viewable though the Internet search engines; 2. Have my entire site properly submitted and indexed by Google without having to pay anything further to Vistaprint today; 3. Integrate into the page creation section of the web editor to notify customers that not showing the page on the menu will prevent it from being indexed by the search engines.

Business Response: Dear **** ******,

Thank you for choosing Vistaprint, where it's easy to make an impression.

We understand from your complaint that when you were creating the hidden pages for your website, you were not prompt to let you know that these pages will not be indexed by ******.  This is something that we take responsibility for and have now submitted a request to make changes so our customers can be aware of this in the future.

Your request to have the robot file removed or edited is one that we cannot assist with at this time because our system is not set up to accept this type of customization. We also would not recommend SEO, as the hidden pages would still be disallowed to be indexed in the robots.txt

Regarding us stopping your website from being indexed by ******, I can assure you that’s not the case. We submitted your website URL, but that does not guarantee a website will get ranked in ******.

As part of your website subscription, we will automatically submit your new website URL to ****** for free. However, we recommend using your Online Guide (in your dashboard navigation) to submit your business directly to ****** and other directories. ****** prefers information submitted directly from the business owner and will favor these listings when showing search results.  We apologize for the inconvenience caused, should you have any further concerns please contact us.   
Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Vistaprint has acknowledged their inability to make things right, and have disclosed that they have in fact hidden pages from ****** index and have discarded a resolution outside of paying more for their service for which those particular services are to have been included in what I have already paid.  

They have also not responded to fixing any of their mistakes in hiding my site (**********.com) from being published to ****** for proper indexing, and have REFUSED to remove or update the robots.txt (**********.com/robots.txt) they have placed in the root of my domain without my approval or acknowledgement.  Vistaprint has proven again


 

 

Business Response: Dear **** ******,

Thank you for choosing Vistaprint, where it's easy to make an impression.

While we understand how you feel. Your request to have the robot file removed or edited is one that we cannot assist with at this time because our system is not set up to accept this type of customization. We also would not recommend SEO, as the hidden pages would still be disallowed to be indexed in the robots.txt

Regarding us stopping your website from being indexed by ******, I can assure you that’s not the case. We submitted your website URL, but that does not guarantee a website will get ranked in ******.

As part of your website subscription, we will automatically submit your new website URL to ****** for free. However, we recommend using your Online Guide (in your dashboard navigation) to submit your business directly to ****** and other directories. ****** prefers information submitted directly from the business owner and will favor these listings when showing search results.  We apologize for the inconvenience caused, should you have any further concerns please contact us.   
Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The robots.txt file shouldnot have been placed in the root of my domain without my consent to begin with,and therefore since you placed it, then it would stand to reason that it can beremoved and/or edited.  It is unacceptable to do shady business in thisfashion and then try to hold the customer responsible to pay more money to undosomething that should not have been done in the first place.  Allow me FTPaccess to my site and I will edit the file or remove it myself.  I paid tohave a website hosted and to have full control of it.  I do not recallseeing or accepting any terms that would allow Vistaprint to make changesbeyond my control to my website.  As far as submitting to ******, it wasalready done and I have proof that Vistaprint is suppressing the further updateto ****** and other search engines.  I only asked that 1.  therobots.txt be updated or undone, 2.  have my site properly submitted to****** and other search engines as I had already paid to get, and 3.  post a message to alert other users that youintend to suppress their webpage should they not appear on the menu.  I find it very difficult to believe that youwould be intending to purposefully give the customer the run-around onsomething as simple as FTP access to control something you put on the sitewithout the customers expressed permission or acknowledgement.  That’s fraud in every sense of the word andit doesn’t appear that you intend to do anything about it and that’s why Ienlisted the help of the Better Business Bureau to help sort this out before Itake the next steps in getting this resolved. Your expressed cooperation is not only requested, but expected; therun-around is not an acceptable solution to a problem you created, only thesolution to fixing it is an acceptable solution.  As stated before, I’m available by phone atany time should you have further questions or concerns in getting this problemfixed and making this customer comfortable to continue to do business withVistaprint beyond the expiration date of services I have already paid for infull through next year.  I can be reachedat ************, and since I am engaged in the profession of informationtechnology and have been for the past ** years, I’ll be glad to provide anytechnical expertise to Vistaprint to help resolve this issue. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/13/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My account number is: Account # ************** I purchased a groupon on September 18th. The purchase was for $70 in product for $17 AND 30% off all products. I emailed groupon and asked them if I could apply this for the postcard mailing services. I was told yes and that I would pay the difference. I went to the website link on the groupon where the verbiage states: Visit http://www.vistaprint.com/groupon*******, enter the redemption code located in the center of your Groupon into the ‘Promotion code’ field at checkout. The weblink prompts the following message at the top: Welcome Groupon members, enjoy $70 of products INCLUDING 30% off all products site-wide! Your $70 voucher code will need to be added in Cart. FREE shipping when you spend an additional $25 beyond your $70 voucher code value! My cart total before applying my groupon redemption code was $89.97. The total after the $70 groupon was applied should have been $19.97. However, the promotion code erased the 30% discount and the total I paid was $41.00. Prior to purchasing, I chatted with 2 customer service reps and called 2 customer service reps to try and resolve this issue. I sent 3 emails to customer service. Their website states that you will receive an email response back w/in 24 hours. I received no email response back and I asked to speak with a manager when I called on the phone. I received no response. My last email to customer service stated that if I did not receive a response I would contact the BBB and dispute the charge with my credit card company. I have not yet received a response. CSR reps kept trying to tell me that the problem was because I was using postcard mailing. I walked them through the pricing--I even emailed them weblinks which should my cart before and after the groupon code was applied. I tried to explain to them simple math, but they just moved me on to another department or told me that they could not assist me. My next steps are to make a complaint to Groupon and to refute this payment with my credit card company if this matter is not resolved. My groupon redemention code: ************

Desired Settlement: I would like to be refunded $19.97 or the 30% discount as promised.

Business Response: Dear ******* * ******: 

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  we received your request for assistance regarding the promotional offer made to you through Groupon.  We certainly understand the frustration and are more than willing to assist. We have gone ahead and honored your request by refunding the $19.97.  We will also take steps to investigate the issue to understand what really transpired.

Again, we apologize for any inconvenience or frustration caused.  should you have any further concerns please contact us at: 1800-721-6214.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/12/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Vista Print shows you pricing on it's website for products and when you get to your cart, it turns out that pricing is not available. If you call customer service they say it is because you can not combine offers, but that is not denoted on the website, also it is not factual. You can combine some of their offers just not others and it is unclear of which.

Desired Settlement: I'd like for them to honor their pricing that's displayed on the website.

Business Response: Dear ****** ********,

Thank you for contacting Vistaprint, where it’s easy to make an impression for less.

We understand that it’s not clear for you whether or not you can combine promotional offers. You have stated that you are able to combine some but not others.  In response, we would like to let you know that at this time promotional offers cannot be combined and we have supplied this information in the disclaimer on all promotional emails sent.  Please feel free to view the disclaimer at the bottom of the emailed promotional offers. 

In regards to our TV ad offer for Business Cards, once the customer clicks on the offer and gets to the shopping cart, the information also states that it limits one per customer.  We do apologize for any misunderstanding or inconvenience caused.
Thanks for choosing Vistaprint.

Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Vista Prints response was that in their promotional emails it states that you can not combine discounts, I however have never received a promotional email from them so I am not sure how they would expect a consumer to know this. The pricing stated on their website should be reflected in your shopping cart. Instead, the pricing changes once you reach your shopping cart for check out. Also when you refresh your shopping cart on vista prints website the pricing sometimes changes. I would like to be refunded for the missing discount because on their website it clearly states a sale on the 130lb premium glossy stock bringing the price down to $7.49, but they charged me $14.99 for the upgrade on one of the sets of business cards I ordered.   


 

 

Business Response: Dear ****** ********,

Thank you for contacting Vistaprint, where it's easy to make an impression less.

We understand from your reply that your experience on the website was not a satisfactory one and we do apologize.  Your feedback is valued and will be submitted to the relevant department for review.

We will go ahead and honor your request for a refund on the set of Business Cards you paid full price on to upgrade to a premium glossy stock.  You will receive an email to confirm this refund shortly.  Once again, we do apologize for the inconvenience caused.  Thanks for choosing Vistaprint.

Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/12/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: This company has failed to delivery the product. It has been over a year and I have not received my business. When I called to inquire I was told the package was delivered to the post office instead of my mailing address and I needed to pick it up from the post office. After checking with the post office, they do not have my product. When I orginally placed the order, the shipping directions showed my address as the place of delivery. There is no reason my product should have been delivered to the post office: Order number# ***************

Desired Settlement: I want a refund of $37 dollars; which is the amount charged to my credit card.

Business Response: Dear ******* ******,

Thank you for choosing Vistaprint, where it's easy to make an impression.

We are very sorry to hear you never received your order. We allow for our customers a 60 day period in which they have to notify us of any issues related to their order so we can assist.

You mention in your complaint that you were asked to pick up your package at the Post Office, we must apologize for any misunderstand when the information was communicated because packages are delivery to customers address or the Post Office if they provide their P O box address. In your case a physical address was provided and this means that your package should be delivered to your address and not left at the Post Office.

At this time we will not be able to track your package and will assist with a full refund for the order you did not received. An email notification will be sent for the refund of $37.00 and this may reflect on your statement within 1-2 billing cycle.  We do apologize for any inconvenience caused.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/10/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened an account with Vistaprint on Sept. 30 of 2011. This account was and is attached to my partners personal credit card. Although satisfied with the products received, our company dissolved in Dec. of 2012 and I therefor canceled all services with Vestaprint at that time. Vistaprint has continued to deduct a monthly charge of $12.97 from my partners credit card totaling $103.76, for the past eight months since I canceled. After locating their customer service phone number, I was informed all agents are unavailable at this time. I now have "supposedly" removed her payment information consisting of her credit card number and name. I remain very dissatisfied with their continued efforts to "take" monies not due them and am asking for a refund check to be sent to her immediately.

Desired Settlement: To have Vistaprint refund all monies in the amount of $103.76 they acquired, from my partners credit card,after Dec. 2011. For Vistaprint to discontinue any and all illegal billing practices. If Vistaprint has a billing issue, they need to notify those whom are in question by email (they certainly are quick to email their promotions quickly enough)! Thank you

Business Response: Dear ****** ******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  As per or telephone conversation, we have cancelled the Website and will be processing a refund in the form of a check in the amount of $103.76.  Please note that it may take 2-3 weeks for you to receive your check.

We apologize for any inconvenience that this may have caused you, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/8/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 250 business cards online at vistaprint.com on Wednesday September 12, 2012; they vistaprint posted & took my money from my bank the same day. I was suppose to receive business cards by Sept 26, 2012. I checked tracking numbers on their website and said my order shipped to *********,Mi post office. It wasnt checked usps website for *********, mi & phoned their and talked with them. They *********, mi post office never received my order. I chatted online on vistaprint.com website with woman & said I get refund within one or two billing cycles. I then called my bank & disputed the charge and they said it sounded wrong; waiting one to two billing cycles to get refund.

Desired Settlement: Refund-Cash I dont trust them (vistaprint) and from what I have read online they are poor and cant be trusted.

Business Response: Dear ****** *******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We have reviewed your complaint. While we do understand your concerns regarding your refund, it will take 1-2 billing cycle for the details to reflect on your bank statement.  However, Vistaprint will process the refund immediately, it may take a little longer for your financial institution to process the refund back to your account.  Please rest assured that this occurrence is not typical of Vistaprint and we are working hard to ensure that this does not occur again.

Once more we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/6/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company makes it impossible to unsubscribe. To unsubscribe you are made to give your email address, mailing address, etc. and then are told you are now on some mailing list. I have never experienced this treatment ever. Very, very deceptive. I received their product-fine , now leave me alone. Why must I go through this tedious process just to "unsubscribe" You certainly know what I'm talking about! Thank you

Desired Settlement: Make believe I don't exist-leave me alone

Business Response: Dear ******* ********:

We have updated your Vistaprint Account information to reflect your removal from our mailing lists.  Please be advised that you may receive one or two emails before these changes are implemented within our system.

At Vistaprint, we maintain high standards for privacy and email marketing, including the adherence to all legal and ethical standards for email marketing.  We apologize for any inconvenience experienced and look forward to assisting you in the future.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/30/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had service issues with Vistaprint on 9/9, but since they are closed on the weekend I contacted them first thing Monday morning, during business hours (8 am), no one was available until 10 am. My account was suspended because of an intertnet error. My account was transferred to the enginerring dept. and I was told that the issue would be resolved within 2-3 business days. On the 4th day, my account was reactivated. On the that same day within less than 30 minutes, my account was suspended once again because of an error that a customer service representative made. I was not able to access my account and after speaking with the supervisor and the manager, I am still unable to access my acount and am told that I will have to wait another 2-3 business day. I have an online business and this leaves me out of business for more that week, due to errors on there end. Supposedly, no one has authority to resolve issues here except for the engineering dept and you have to wait.

Desired Settlement: I would like for the issue to be completely resolved effectively and immediately. I would also like to receive complimentary services free of charge for the inconvenience and loss of business that they have caused for my company.

Business Response: Dear ******* ******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less. 

We have reviewed your complaint.  We are happy to say that your issue is now resolved. Your Website is currently active, you may continue making edits.

You may verify the updates by going to your “Account Information “tab on your “Website Dashboard”, there you will find your billing information.  Once more we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: http://www.****.com/company.**************

Desired Settlement: Gentlemen, at this point, I may as well just shut the site down and go look for a full time job somewhere. This is not a joke! I have now lost so many members, so many sponsors, and so many potential new customers, that It is almost impossible to stay afloat.! You have in fact, destroyed my business and bankrupt me due to your inept service and failure to be able to fix a simple problem like making the forums work at our site. I explained to you over and over again that this is the heart of our business and where we do the teaching and sales and talk with members, clients and sponsors, and it is the area that generates 90% of all our sales.

Despite 10 different tickets at various times, with updated information and screenshots, you have been unable to make them work properly now for the last 11 days, in essence destroying my business beyond repair.  I am a premium member in addition, and a customer of over 3 years with Webs.com. Yesterday, the forums started to work properly for almost the entire day, giving us false hope that you had actually done something, but at 6:30 PM, they not only started doing the same thing they had been doing for the last 10 days, but in addition, now the RECENT FORUMS POSTS app in the sidebar stopped working as well. Is there no end to your ineptness?

I see no choice at this point, as I have nothing to lose, but to file a complaint against you with the Better Business Bureau and and some other online sites that single out fraud and bad businesses, then I will forward a copy to our attorneys to see if we can re coop some of our loses in court. Obviously, this is not the course we want to take, but what choice do we really have? You have provided no service whatsoever, actually the opposite, you single handedly destroyed my business and did not give any updates or even so much as an apology or offer any free services for what you had done or were unable to do. If you can respond to this and give me a reason why we should not file a complaint and/or sue you, I would like to hear what you say before we take this action next week. I cant understand why you would let these things get this far to begin with.

1.) The forums wont work You can't post, it just sits and spins forever, (other sites have reported this also)
2.) you can not edit, it does the same thing
3.) you can not delete the posts without refreshing the page or clicking the delete button twice
4.) You can not post pictures and submitting even in the gallery acts the same way
5.) You can not add a video in edit mode, the same thing happens it just sits and spins until you refresh the page While an administrator can handle these problems, it is not something that 2500 regular members can handle or visiting sponsors or clients so we lose them all because if this. it is one thing to be inconvenienced when it is a website that is a hobby, this is a paying business, and you have ruined it and act like it means nothing.

Business Response: Dear ***** *********:

We have reviewed your complaint. We have gone ahead and past on your information to the head of our Webs department.  You will be contacted as soon as possible to have your issue resolved.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/21/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: TWICE Vistapprint has FAILED to deliver the post cards I ordered online. I am retired and run a small college counseling business. With Vistaprint's help I designed a postcard, ordered prospective client names and requested the mailing of postcards to promote my seminars. TWICE Vistaprint promptly charged my VISA for these services, and then notified me of some error which delayed the mailing of the post cards. After going round and round with a phone rep regarding the FIRST FAILURE of Vistaprint, and eventually getting a refund for that, TODAY I received a call alerting me to Vistaprints SECOND FAILURE to mail my postcard. No wonder I never had any students sign up for my seminars -- Vistaprint FAILED to mail out my cards and called me on the day the seminar was to have taken place. "Patrice" told me today that Vistaprints error system should have triggered a call the day after my order was placed (and that would have given me time to devise a second strategy for contacting clients in time for my July 31 scheduled seminar) BUT it took Vistaprint over two weeks to notify me of their error. How can I possibly trust or rely on Vistaprint for future business when BOTH TIMES THEY FAILED to delivery services I ordered and paid for?? I have been told my second order was refunded to my VISA, but that hardly compensates me for the lost revenue (approximately $7,000-$9,000) for each of the two seminars I had organized. I have never filed a BBB complaint before, so I'm not one to take this lightly -- I simply wanted this company to delivery my postcards as promised. I am very, very upset. I would want their future clients to know that this customer was VERY FRUSTRATED with their FAILURES to delivery their services to me.

Desired Settlement: Vistaprint should want to win back dissatisfied customers. I've spent a lot of time on their web site working to launch my college seminars and am going to be looking for a good, reliable company to help me in the future. Wouldn't you think Vistaprint would want to make lemonade out of these lemons? We'll see. I'd say this: to rectify TWO FAILURES, let's see if Vistaprint is willing to partner with me for two complimentary seminar mailings to even things out. Right now, I'm going to find out who is the best mailing services internet company and given them my business.

Business Response: Dear ***** *******:

Thanks for contacting Vistaprint, where it's easy to make an impression forless.We have reviewed your complaint regarding your most recent experience with ourMailing Services.

We can certainly understand the frustration and inconveniencecaused. We wish to apologize for as such. we do value you as a customer and also the success of your business. We wouldlove to take an additional step to amend things. We will have someone from our Mailing Services Departmentcontact you via the phone number on your account.We apologize for any inconvenience this may have caused, should you have anyfurther concerns please contact us.Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/16/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered business cards, online and mailed in check to cover cost. Vista Print canceled order but cashed my check. I called customer service several times trying to resolve this matter. they keep promising me they will return my money, but have not returned money.

Desired Settlement: I would like the $51.07 returned to me.

Business Response: Dear ****** *****,

Thank you contacting  VistaPrint.

We received your complaint and did some research. We are pleased to inform you that a Refund was processed on AUG-30-2012 at 12:20PM.  You can expect to receive your check in the mail within two to three weeks. The check was mailed to the address we have on file which is
***** ********* Avenue  
******, IL *****
United States Of America.

Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/13/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: the company places advertisements that say that they offer 250 business cards "Free". It isn't till you reach the end of a long process where you have to give them lots of personal information and read through lots more advertising that you are told you have to pay a shipping fee. This is false and leading advertising. They should not be allowed to do this. I want a guarantee that all of my personal information will be deleted from their company files immediately and that I will never receive any advertising or product information from this company in the future and that they will not give or share my personal information with anyone else. Secondly, this company's customer service is located in Jamaica and its manufacturing is done in Canada. They do nothing to help the US economy or US workers. The BBB should place them on a list of companies that are unAmerican.

Desired Settlement: As stated above, I want all of my personal information to be immediately deleted from this company's lists and an email saying that they have done so and will not share or give or sell my personal information to anyone else or any other company. I also want them to put a disclaimer on all of their advertising that indicates that the product they are offering for Free isn't free because shipping costs must be paid. It is not right that this information is withheld from consumers until after they have already given personal information and wasted a lot of their time on this company.

Business Response: Dear ******* * ** ****:

We have reviewed your complaint. As stated on our website regarding free products, you only pay for the costs actually incurred in taking your order and ensuring your product reaches you and for any product upgrades that you select when you customize your product. If you want to get your free product faster, expedited delivery is also available for an additional charge.  For more information regarding free products, please feel free to visit the following site http://www.vistaprint.com/product-offer-details.aspx?xnav=foot.

We are sorry you have decided to discontinue your account with us.  The deletion of your Vistaprint account has been processed and will take effect within 72 hours; newsletters and emails will also cease at that time.  Please be advised that you may receive one or two emails before these changes are updated in our system.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The ads for this company are purposely misleading.  In very large letters it says FREE and it's not until the prospective client has spent lots of time filling in forms and giving a lot of personal information that s/he is informed that it will be necessary to pay for shipping and handling.  This is false and misleading advertising designed to lure the customer in and then to obtain personal information from the customer under false pretenses.  I highly recommend that the BBB warn prospective customers about this false advertising.   Also, the company has made no response as to why its customer service is located in Jamaica and its manufacturing is done outside the US as well.  Clients would like to be warned that this company, in order to maximize its profits, prefers to hire non-American workers.  Support the US , buy products made in the US.  

Business Response: Dear ******* * ** ****:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  Sorry about the confusion, we will be happy to pass on your feedback to our Marketing team for further review.

We do provide the relevant information on our site regarding our free promotions and all promotions carries a disclaimer, this gives the customers information on the use of the offer.  Once more we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Why don't you have your customer service and the manufacturing plant in the US?  Are you anti-American?  Is it to get out of paying your fair share of taxes in this country?  Is it because your only concern is to maximize your profits at the expense of US workers? I will never buy anything from your company and will encourage everyone I know not to do so either.  


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Vista Print allowed another company M2 Media Group to subscribe to a magazine in my name without my consent. And then when I called to have the magazine subscription cancelled Time Publications said too bad the "Labels are already printed, so you'll receive it for 2 more months." This is a real problem as they send this magazine to my work becuase the product I ordered from Vistaprint was for work but my work certainly does not appreciate this magazine being delived to their office. Vistaprint failed to clearly disclose this agreement with M2 Media group and allowed them to use my name to promote magazine sales.

Desired Settlement: They need to get writen consent from a private citizen before selling personal information to another company to promote a product that this private citizen clearly does not want a subscription to. Requiring you to click a box on a web site is a trick they use to fraud people into products they don't want.

Business Response: Dear JeffSolomon:

Thanks for contacting Vistaprint, where it's easy to make an impression forless.  Wehave reviewed your complaint regarding your most recent experience with us. Weapologize for any inconvenience or frustration caused. 

we did review your account and realize that you did accept the MagazineSubscription while placing your order on October 24, 2011.  We however appreciate your feedback that you provided regardinghow the subscription is displayed and offered. Please contact us at: 1800-721-6214 so we can assist in cancelingthe magazine subscription.

We apologize for any inconvenience this may have caused, should you have anyfurther concerns please contact us.Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

In no way did I ever give Vistaprint permission to subscribe to any magazines in my name. Their approach is to  use confusing prompts within their website to trick paying customers into unintentionally promoting publications that they have no interest or desire to promote. If I wanted to subscribe to a magazine I'm certain I can do it myself. I think you should have to do more to accept their offer than "not click a box". Vistaprint and the BBB should go online and look at the hundreds of complaints posted by victoms of this scam that Vistaprint continue to deny. Vistaprint, this is not good business.


 

Business Response: Dear  **** *******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  we appreciate your feedback and will continue to improve in all areas of our Products and Services.  should you have any further concerns please contact us.
Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Still I continue to receive a magazine that I neither subscribed to nor want because of Vistaprints selling my information to M2 Media.


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/13/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a $20 for $80 at Vistaprint deal on Groupon a few days ago. I added items to my cart and was ready to check out. I applied the promotion code and it didn't apply, but I did not know and thought the code went through. When I continued checkout, the cheapest shipping option is around $11. At the last step of checkout I realized the code has not been applied, so I went back to the beginning of checkout and applied the code again, this time it went through. So I continue with the checkout process and when I come to the shipping options, the exact same option became around $30! Note that all merchandise in my cart is the exact same as it was the first time I checked out, when shipping was $11. It would cost the same to ship the same items whether I used a promotion or not, so this must be the business's way of increasing their profit because the promotion offered such a good deal. And if I never checked out without the promotion code, I would have never found out that normal shipping is only $11 instead of $30. In my opinion this is lying to their customers. One, if they aren't able to offer a deal this good like it is, then don't offer it. And two, since they did offer this deal, then stick with it instead of jacking up shipping prices to increase profit. Clearly this deal is not as "see-through“ as it appears, there's hidden price increases. I am really disappointed for that I was really looking foward to purchasing some products. I contacted the company directly first but they did not seem to fully understand my situation and was not able to offer a acceptable solution. So I thought I would try to solve this through the BBB.

Desired Settlement: I would like to get free shipping on my order because I went through contacting them and they did not offer a resolution. However, if free shipping is not possible, I am still willing to pay the actual shipping cost of $11 to get my merchandise shipped when I use the groupon deal, for that I really do want to order some products. But reading some of the reviews and complaints here on BBB, now I'm actually worried if my merchandise will arrive on time or in the right condition, so I would like the company to give me a promise that there would not be a delay in my order or a product quality issue.

Business Response: Dear *** ***:

Thanks for contacting Vistaprint, where it's easy to make an impression for less. 

We received your request for assistance regarding your most recent experience trying to place an order using your Groupon Offer.  We tried contacting you several times using the phone number you provided.  Sadly, we were unsuccessful. 

We will be more than happy to assist with honoring your request to pay only $11 for shipping. Please proceed in placing your order using the Voucher. Once you have done so, please call us at: 1800-721-6214 so we can immediately refund the
difference on the shipping from the $30.

We will do so for the frustration and any inconvenience caused. However, the offer is working as designed. The shipping cost you saw initially was because u were on one of our promotional site. Accessing a Groupon site that is linked to Vistaprint will change according to the offer. As such, you will see a difference in pricing for both product and shipping.

We again apologize for any inconvenience or frustration this may have caused, should you have any further concerns please contact us at: 1800-721-6214.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. 

Actually, when the shipping was $11, I was on the Groupon promotion site, the same site I was on when shipping became $30. I don't think you have understood my point, which is that no matter what site I am on, the shipping SHOULD still be the same b/c it's the exact same products. Also, besides that, I cannot accept that you will refund me after I pay $30 first, because what if the charge never gets refunded? I am unwilling to take a risk for $30 is quite a lot for shipping. Meanwhile, I was originally planning on ordering almost a week ago so I can get my items before my school term starts, however, because of this delay, 14 days shipping is just too long in order for me to receive my items before I need them.

Business Response: Dear *** ***:

Thanks for contacting Vistaprint, where it's easy to make an impression for less. 

We certainly understand your frustration and are willing to assist you as appropriate.  We have decided to have you place the order on a seven  (7) days ship speed and we will refund the amount for shipping.  your account was noted accordingly. Once you complete the order, please contact us at:1800-721-6214 so we can immediately refund the amount.

We again apologize for any inconvenience or frustration this may have caused, should you have any further concerns please reach out to us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Just one more thing, how much is the 7 day shipping? After the refund, am I still paying a $11 rate? And I just want a statement that you can gurantee a refund.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/13/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had signed up on a 30 day TRIAL bases with Vista Print website on7/21/12. The account number is **************. I used my company, ************ *******,name to create the domain name www.******************.com Within the 30 day trial I decided not to use Vista's services and canceled the trial. I moved forward with an offer through my local economical advisers (http://www.****.com ), signed up and proceeded to register my business name and learned it was unavailable. I called and explained the problem with a customer service rep at Vista and was told it will take 2 to 5 days for the name to go back into the "pool" and become available. I waited the 5 days, I still was unable to acquire the domain name. I called back today 8/7/2012 and spoke with another customer service rep who informed me my website was not cancelled, I had to PURCHASE the domain name from Vista at $19.95. I also just noticed an invoice that I will include information for a charge of $30.94.... I should have no charges. Invoice Information Invoice Date 8/2/2012 Date Charged 8/2/2012 Order # *************** Invoice # ----- Invoice Status Approved Billing Type Monthly Total Discounts Applied ----- Total Merchandise Credits Applied ----- Amount Due $30.94 Total Charged $30.94 Individual Items Item Name Type Amount Quantity Discount Applied Professional Package Monthly $19.97 1 ----- Advanced Design Tools Monthly $4.99 1 ----- Advanced Site Activity Monthly $2.99 1 ----- Blog Monthly $2.99 1 -----

Desired Settlement: I want a refund/credit on the bogus charge.... I am still in the 30 day trial period. I want rights to the domain name I used (My company name) without purchasing it through VISTA print. I would have never tied my company name to a company I had no control over if I would have known these where the conditions!

Business Response: Dear ****** *****:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We have reviewed your Website account and found that your website was ordered on July 21, 2012, it was then cancelled on August 2, 2012 and reactivated on August 2, 2012 as well.

Once a Website is cancelled within the free trial it will no longer be in a free trial once it has been reactivated. You will receive a charge for the first month upon the reactivation of the Website.  Once a website is ordered with Vistaprint the domain name is registered five (5) days after the domain name is created. After the five days, and you wish to cancel the website, we are able to release the domain to you as the primary owner for a onetime fee of $19.99. We have gone ahead and placed the domain name fee in your shopping cart for purchasing.  As a courtesy, we will be processing a refund to your credit card in the amount of $30.94 for the Website charge.

Most of our customers are able to see this refund on their next billing cycle; however, it can take as many as two cycles to be reflected on your credit card statement. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I agreed to a 30 day FREE trial. At no time was I made aware of fees or penalties against me with the domain name, (again- my company name) during this free trial period. In my opinion and ethics as a small business owner, free means free. No penalties, no surprises, no gimmicks.  I do not feel your resolve is the ethical solution for this disagreement. 


 

 

Business Response: Dear ****** *****:

We have reviewed your complaint.

Upon signing up for the Website you are given a one (1) month free trial once the Website remains continually active for that one month period.  Once the Website is canceled within the free trial and reactivated it is no longer on a free trial.

Regarding the payment for the domain name, we do provide full details regarding the payments for a domain name transfer on your Website Dashboard under Support Central.  We also provide information regarding domain name on our Website. For further details feel free to go to the following link:  http://www.vistaprint.com/vp/websites/terms-and-conditions.aspx#panel25 .

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Again, these charges where not made clear upon my agreeing to the FREE 30 day trial. 


 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/12/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a $70 Vistaprint voucher from www.Groupon.com. When I entered the voucher code on the Vistaprint website, the shipping charges for my order jumped from $17 to $45. I called Vistaprint customer service and they said that they always charge more shipping for "free" items to cover processing. I explained that these items were not free and that I was just using an alternate method of payment, essentially a gift card. The customer service representative said that the only thing she could do was refund me a portion of the shipping overage once I placed my order. When I asked to speak to someone with the authority to remove the extra $28 in shipping charges, she told me that there was no one who could do that. I believe this voucher promotion to be a scam to get customers to spend more than the value of their voucher at the Vistaprint website. Nowhere on either the Vistaprint voucher or on The Groupon website does it say that customers are subject to additional charges when using vouchers.

Desired Settlement: Vistaprint should not charge customers using vouchers additonal shipping charges. Vistaprint should provide consistent shipping charges, regardless of method of payment. If they want to charge additional fees for "free" items, it should be noted on those specific items exactly what the fee will be. Computer systems & customer service representatives should be able to distinguish between truly "free" items and items that were paid for using a gift card or voucher.

Business Response: Dear ******** * *****,

Thanks for contacting Vistaprint, where it's easy to make an impression for less. 

Once a purchase is made with Groupon the customer is sent an email confirmation with the Groupon Code and information on how to use the discount.  This information has a section called ‘The Fine Print’ where it states that the Groupon offer cannot be combined with any other offers.

We understand that you are not happy with the cost you paid for shipping using the Groupon offer. There are some factors which may affect shipping cost, such as the weight of the item and destination for the package. However, customers may see a reduce cost in shipping when they come to the website because of site discounts we offer from time to time. 

If the customer wishes to use the site discount then they would be able to take advantage of the reduced shipping cost. However, if they wish to use the Groupon offer then once the correct instructions are followed to claim this offer they are no longer seeing the website discount and will only be able to use the offer according to the information given at the time the coupon was ordered.

We hope this helps to clear up any concerns you have about the shipping cost on your order. We apologize for any inconvenience this may have caused, should you have any further concerns please contact us. Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The response from Vistaprint does not address the issue I had.  I did read all of the Fine Print before purchasing my Groupon and was not using it in conjunction with any other offers.  The Vistaprint customer service representative I spoke with confirmed that the fault was not mine, but was a flaw in the computer system.  This flaw needs to be corrected so that items purchased with a voucher are not charged & processed in the same way as your "free" items listed on the website.


 

 

Business Response: Dear ******** * *****,

Thanks for contacting Vistaprint, where it's easy to make an impression for less.

Though we understand that you would like us to change our policy regarding the use of the coupon. At this time the policy is as mentioned in the previous response.  However, we value your feedback and will pass this information on to the relevant persons for review with the hope that there may be some changes in the future.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
   
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Vistaprint  has made no effort to resolve the problems with their voucher system.  The company is refusing to accept any responsibility on their end to correct a system which double charges customers for products (once for the voucher and once in the trumped up "shipping" charge).  The least you could do is refund the difference in incorrect shipping fees.  This company uses unethical practices.


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/11/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered my product August 24th and paid for priority shipping (7 day) my confirmation said I'd receive it by September 1st but when I called ups they told me it wasn't shipped 7 day but that it was shipped innovation which meant I wouldn't receive it till September 4th... After talking with Vista customer service they cared less about my issue knowing these were invitations for a party and the 4th was not exceptable.

Desired Settlement: On time by the 1st. Whether it has to be reprinted and reshipped (next day).

Business Response: Dear ******* ******** :

Thanks for contacting Vistaprint, where it's easy to make an impression for less.

We have reviewed your Vistaprint account and found that a new order was placed for your product. Your order was shipped via UPS and is expected to arrive by  August 31, 2012. The tracking number for your order is ******************.
To review details of the order, you may log into your Vistaprint Account and go to ‘Order History’.  You may also access your Order History by following this link: http://www.vistaprint.com/vp/ns/my_account/order_history.aspx.

Please rest assured that this occurrence is not typical of Vistaprint and your feedback is valued and will be passed on to the relevant department for further review.  We do apologize for the delay and the inconvenience with your order.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.



 

Business Response:

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/9/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To Whom It May Concern,
I am writing you to report my experience with Vistaprint in an effort to get my money back. I placed an order on August 6th with Vistaprint (online) and immediately realized that my Groupon coupon code had not been applied to my order. I contacted Vistaprint within minutes and after spending an hour on the phone with them and trying to chat online with them, I was reassured that I was refunded my money. I didn't see a confirmation of this, so I contacted them again on the 7th and again was reassured that it would take a couple of days. I called again a couple of days later to be told that it had not gone through but that they had manually processed the order and it had gone through. On Monday, the 20th, I still hadn't received my money and so I called the Customer Service Manger, ******* ****** and was told that it hadn't gone through but that she would take care of it. A couple of days later and guess what? Still no refund. So, I called again. I got a different supervisor Ms. * (not sure of name because there seems to be a language barrier) ********. She assured me that it had not gone through but she would take care of it. A couple of days later, I received a refund for 75 cents instead of my $70. Is this some kind of joke? I contacted both Managers, via e-mail, to discuss with them how upset that I was. I received a phone call indicating that they were very sorry and that they would take care of things. ******* called me on the 24th stating that the refund had gone through on their end and that I needed to contact my bank. The only refund that had gone through was for the 75 cents. Again, a joke! I'm not sure if they are playing games with me or if they need to be fired for not being able to do their jobs. The business practices of this company are scary. They never communicate, in writing, anything. They always call back and after my experience with this company, it's so that they don't leave much of a paper trail. Further more, when trying to reach the Customer Service Director, **** ****, I was told that this is a false name. I cannot believe this place is allowed to operate this way! The amount of complaints against this company should be enough to shut them down. I need this resolved. I want my money back, like I have been promised by many people and I want to stop wasting my time trying to get my money back. Your company has taken way too much of my time and if I don't get this resolved, I will start the process of reporting you to the Better Business Bureau and further, if I need to. I am at the end of my rope with patience. Thank you, in advance, for trying to help me with this matter. I hope that you can help me get my money back!

Regards,
****** ** *****

Desired Settlement: I would like an apology for wasting my time and my money back, as promised many times and I would like it resolved in a timely manner. It's now been 21 days and this is simply unacceptable. Upon reading other complaints online, I see this is a common issue for them. Further more, when trying to reach the Customer Service Director, **** ****, I was told that this is a false name. Their business practices scare me!

Business Response: Dear ****** *****,

Thank you for contacting Vistaprint, where it's easy to make an impression for less.  We understand the frustration you must have felt after making contact with us on several occasions and not being provided with the correct information.

I can assure you that the persons who spoke with you at the time of contact will be dealt with. We at Vistaprint understands that it's not good business practice to not communicate clear and correct information to our customers and so we appreciate you spending the time to share your experience with us.

We know that if the issue was investigated properly we would have been aware that the refund was not processed correctly and therefore this information would have been communicated to you, this would have saved you the time spent having to call us back on several occasions.

Today, I want to assure you that the refund for $70.00 was processed on August 22nd and should be reflected on your statement within 1-2 billing cycle. Feedback from our Finance Department does suggest that this refund should show up much sooner, so please check with you Financial institution to confirm.  We sincerely apologize for any inconvenience caused.  Thank you for choosing Vistaprint. 
    
Sincerely,   
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/4/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was using the Vistaprint NV website to purchase checks. After a long design process I went to the checkout and was asked to create a signin profile. I did and it asked my shipping information before going to the checkout screen. I had wanted 25 checks for $2.50. I then added some deposit slips for about $3.99. My total was less than $10. I was then shown my invoice and savings in my cart like most websites when you check out. I was then asked to enter my credit card information. I did and then when the next screen loaded to ask me to confirm my credit card information a $40 shipping and handling charge was added to my bill out of nowhere. If I was not a savvy person I would of thought I was just confirming the credit card information because nothing else on the screen changed. The shipping and handling charge was added to one line in the invoice and no attention was brought to it at all. It was at the top of the screen away from the billing information I was entering. It was so strange to me that it would be coded this way unless they did it on purpose. And a charge like that to send a few pieces of paper in the mail was crazy. I had a 75lbs sub-woofer mailed to me for cheaper. I feel this is a scam to get people to just click and pay the horrendous S&H fees. All other website retailers I have used have been very straight forward with the shipping costs. Most often the fees are fair and if not you can choose to go to another retailer. Vistaprint NV was intentionally high priced and deceptive.

Desired Settlement: Anyone should be able to charge what they want in shipping and handling fees. I am not saying that Vistaprint NV should have to explain why they are charging $40 for something that costs only 40cents to ship. But I feel that Vistaprint NV should have to change their website to show the consumer that they are intentionally ripping people off before they take our credit card information so we as the consumer can make an informed decision to go elsewhere. I also would like a written letter from Vistaprint NV apologizing for wasting my and your time and explaining that the situation on the website has been remedied. Thank you for your time and I hope that this is fixed before so many others get scammed and loose their hard earned money.

Business Response: Dear ****** * ********:

We have reviewed your complaint. Once your items are in the shopping cart you will see your product total only. After clicking on checkout you will then be presented with the shipping and processing options and fees.

Once you select next you will have the opportunity to enter your payment information, after which you will have the option to select next were you will be able to view the full order with shipping and processing before confirming the order with
or without Return Address Labels. If you do not wish to proceed with the order, you have the option to navigate away from that page without being charged.

However, your feedback regarding the shipping and processing fee placement on the website is valued, and will be passed on to the relevant department for further review.  We apologize for any inconvenience this may have caused, should
you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I went to the VistaPrint's website and they have in fact changed the checkout so now you can pick between two inflated shipping costs.  But I did not receive a letter of apology.  They forced me to enter my credit card information and shipping information so they have my contact information.  They had me waste too much time on the check creation and the BBB complaint.  But it was corrected, I would still like my letter of apology for wasting my and the BBB's time.  Thank you for
fixing the issue.


BBB's Final Determination: Consumer accepted resolution offered by the business.

8/31/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Vistaprint published details of my business without my authorization. They created an Online Business Card and claimed I ordered it. I did NOT order an Online Business Card from Vistaprint. I did NOT authorize Vistaprint to create an Online Business Card for me. I did NOT authorize Vistaprint to publish my Online Business Card. Vistaprint are misusing the information I gave them while ordering another product so that they can use my business details to advertise themselves. They are an aggressive company that offers cheap upfront pricing but then makes up for the price through other services like shipping. What Vistaprint claims to offer is not what you the customer receives. They draw in the customer and then they do everything in their power to extract all they can from the customer. Their checkout process made me feel like I been mugged and ripped off. They constantly push products through the checkout process very aggresively. Vistaprint do not care for their customers. Vistaprint misuses their customers and takes them for granted. They use the information that customers have entrusted to them to promote and benefit themselves. Doing business with Vistaprint leaves me with a bitter taste. I feel abused by Vistaprint.

Desired Settlement: Get rid of the Online Business Card you have created with my business information

Business Response: Dear ****** *******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.

We have reviewed your complaint regarding your most recent experience with us. We apologize for any inconvenience or frustration caused.  we are also sorry that you are not entirely satisfied with our customer site and browsing experience.
We have honored your request and cancelled  your online business card.

We apologize for any inconvenience this may have caused, should you have any further concerns, please contact us at:1800-721-6214.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

My complaint has to do with the way VistaPrint mistreats customers and misuses the information customers have entrusted to VistaPrint. I do not believe this is going to change and so my rejection reflects what that I detest their way of doing business. My complaints is one of many and I want my complaint to remain on record as an unresolved complaint.  However, I appreciate that VistaPrint has deleted the online business card they had created with my information.  Thank you.


 

 

Business Response: Dear ******* ******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.

we appreciate your feedback and will continue to improve in all areas of our Products and Services.   should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After multiple attempts to resolve these service issues with the company directly and after financial impact to our business we feel no choice but to submit a report to the BBB. After an e-mail service was not delivered, two phone calls on our part led to the company saying that there were technical issues for the past week and the e-mail had not been sent. During a third phone call to their customer service line they then instructed us to resend the e-mail because the issues were now resolved. We did so, and the e-mail to our customers was sent with important information and links to our website. Worse then their failure to send the email at all the previous week, the e-mail was sent out to our customers with NONE of the links working. The links led to an error message on the Vistaprint website. In other words, when our customers clicked on links to our products, sites, and services they went to a Vistaprint error message. I can't explain how bad that makes our company look to our customers and how costly a mistake that is because we only get one chance with some of these customers. That cost us sales, leads, and we can't believe how poor the service is. Their tracking feature that they list for the e-mail service was not even working in either of these two cases. Additionally, during the last call they claimed their managers were unable to come to the phone because they were in a meeting. We had ordered a tri-fold brochure, which they sent folded to us incorrectly to where the image on the front is mis-aligned. The other brochure we ordered as yellow ink around the edges of the black text, which is not supposed to be there. We would never use Vistaprint again and we caution anyone else to use their services either.

Desired Settlement: These service issues were so costly for our company that we feel strongly the BBB should warn consumers about these issues so that other companies do not purchase the e-mail marketing . Thank you.

Business Response: Dear ****** *******:

As per our conversation, unfortunately, you have canceled your Email Marketing service, however, we have gone ahead and made a report to our lead engineers regarding this issue to prevent recurrences.  For the inconvenience, we will be issuing a store credit of $50. This credit can be applied to any future order with Vistaprint and is valid for 1 year from the date issued.

To use the store credit, please follow the steps below:

1.    Place the items in your Shopping Cart and proceed to checkout.
2.    On the Billing Page, please check the box in the upper left hand corner that shows the amount of Merchandise Credit on the account.
3.    Click on the Apply to Order button.

The screen will refresh to reflect the total updated with the Merchandise Credit.  

To view the status of any Merchandise Credit:

1.    Log on to http://www.vistaprint.com  
2.    Click on My Account
3.    Click on My Credits  which can be located under the My Other Features section.

Regarding the Brochure, as we discussed, please make the necessary changes and contact us to place a new order with no cost to you. Once more we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On or about August 3, 2012, I purchased checks via Vistaprint.com. My bank, ************ contacted my August 15, 2012 to inform me bank account information is printed incorrectly on my checks. I contacted customer service on August 15, 2015 to have my correct bank information updated. The automated system is not user friendly as printed checks was not an option. I selected new customer just to speak with a live person. The customer service rep explained he was not the person to handle these issues; however, he would issue me a credit. The credit would appear in an email to me. I did receive an email August 16, 2012 with my account information listed. I logged into my account to only find there is no where within my account information to update my bank information. August 16, 2012 I attempted to contact online chat in hopes I would be able to speak to a live person regarding my issue. I stated my issue then was suddenly disconnected. I made another attempt to contact online chat. The same customer service rep appeared. I believe the name was ******. The spelling may be wrong. In any event, I did not get a response so I disconnected myself. The website and its entirety is not user friendly. I cannot get anyone to resolve my issue.

Desired Settlement: The credit line issued expired August 15, 2012. Because I was unsuccessful in updating my banking information to receive new checks, I would like a refund to my account in the amount of $14.83 immediately. I will purchase checks elsewhere.

Business Response: Dear ****** *****: 

Thanks for contacting Vistaprint, where it's easy to make an impression for less.

We have reviewed your complaint regarding your most recent order with us. We apologize for any inconvenience or frustration caused.  we are also sorry that your checks weren’t print as expected. Sadly, we realized that you inadvertently inputted your account number incorrectly when creating the checks.  We would love to assist you to place the order correctly if u desire.  We have honored your request however and processed a full refund for the amount of $14.83.

We apologize for any inconvenience this may have caused, should you have any further concerns, please contact us at:1800-721-6214 to speck with a check specialist who will be happy to assist.. Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/25/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I Place an order via vistaprint.com on 8/10/12. The order total was $99.94. I applied a $70 groupon to the total bringing my total owed to: $15.69. The $15.69 was payed via Paypal.com. The next day I received an email from vista print stating that I need to pay the balance that my form of payment was declined. I then went to paypal and verified that the transaction was completed as well as confirmed that the money was taken out of my bank account. It has been. I emailed vista print 3 times with all of the confirmation of payment info from paypal including a screen shot of my account. I was told that I had to pay the amount again! or fax them a copy of my statement! I notified them that I do not have access to a fax machine or printer,but again emailed them the info requested and they willnot accept it. I have paid in full for my products and Vistaprint is illegally keeping my money and products.

Desired Settlement: I would like the products that I ordered and PAYED for sent to me and to be expedited at Vistaprints cost. If that is not possible than I would like the amount I PAYED refunded as well as the cost of the groupon refunded that I cannot use if they will not send me my ordered products.

Business Response: Dear ****** *********:

Thanks for contacting Vistaprint, where it's easy to make an impression forless.

We received your request for assistance regarding your mostrecent experience trying to place an order using your Groupon Offer throughPayPal.  We tried contacting you several times using the phone number you provided.  Sadly, we were unsuccessful.

We will be more than happy to assist with releasing your order and also upgrading your shipping speed at no additional charges for the frustration and inconvenience caused.  Sadly, we are still not able to locate payments from PayPal.  It could be a case that the actual payment got logged in PayPal payment server,but taken from your actual account.  Can you please email us the conformation to ********@vistaprint.com showing that the amount was taken from your account so we can take it upon ourselves and realize your order. We will later reach out to PayPal and investigate why the amount is taken from your account, but not sent to us.  We again apologize for any inconvenience or frustration this may have caused, should you have any further concerns please contact us at: 1800-721-6214.  Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/24/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order, according to tracking it says they delivered it on 6/9/2012. However, the items were NEVER received. Upon calling VistaPrint for assistance, I informed them that there was no way to reprint the products and get them to me in time. They offered a refund. However. I paid $50 with a giftcard, and $11.01 with my debit card. They only offered to refund the $11.01 I paid via debit, and would not give me store credit or a new giftcard for the $50 giftcard I spent.

Desired Settlement: I would like the entire balance of $61.01 in vistaprint.com credit, or $50 credit to vistaprint.com and the $11.01 back to my card.

Business Response: Dear ***** ********: 


Thanks for contacting Vistaprint, where it's easy to make an impression for less.


We have reviewed your complaint.


While we do understand your concerns regarding a credit for the coupon value, we are unable to issue a credit for more than the amount you spent with us.


However, you may contact ****** ****** where you purchased the coupon for a refund on this.


Please be advised that ****** ****** is a separate entity and therefore Vistaprint would not have access to the funds that was used to make the coupon purchase.


We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.




Thank you for choosing Vistaprint. 




Sincerely,
******** ******** ***********
**************

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

****** ****** cannot help me because the gift card was redeemed on your site! The supervisor I spoke with on 6/14 told me that you would credit me the $11.01, and the $25 I spent on the original gift card. Now you are saying you arent? You continue to give me the run around and various excuses. ****** ****** said this is your responsibility!

Regards,

***** ********

 

 

Business Response: Dear ***** ********: 


Thanks for contacting Vistaprint, where it's easy to make an impression for less.


We are unable to process a refund for the amount spent for the coupon, however, we will be processing a refund for the amount spent with Vistaprint, which is $11.01.


Please be advised that ****** ****** is a separate entity and therefore Vistaprint would not have access to the funds that was used to make the coupon purchase.


Once more we do apologize for any confusion that this may have caused.


Thank you for choosing Vistaprint. 


Sincerely,
******** ******** *********** **************

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

Again, I spoke with your supervisor and was told I would either be refunded by VistaPrint or credited $50 in merchandise. ****** ****** has told me to contact you!

Regards,

***** ********

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/21/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was unable to order product. I spent an hour designing and preparing an order for over 1000 on Vistaprint website. Then when I went to pay, it zeroed out my order. I then called customer service. They tried to place an order and had the same issue. They escalated to technical support, I was told that they would call me back within 3 days when they figured out why my account was broken. Technical support was supposed to fix it. They haven't yet
fixed it. My order still can't be placed. No one at Vistaprint is willing to help me. It has impacted my business. I don't have the supplies I need and get no support from anyone at vistaprint.

Desired Settlement: I want to place an order and I want decent support from someone in technical support

Business Response: Dear ******* ******:

As per our conversation, we have removed the design fee from your Shopping Cart.  Please rest assured that this occurrence is not typical of Vistaprint and we are working hard to ensure that this does not occur again.

For the inconvenience we are expediting a replacement order at no cost to you.
 
Within an hour of receiving this email you may log into your Vistaprint Account and go to ‘Order History’ to view the details of the reorder.  You may also access your Order History by following this link: http://www.vistaprint.com/*****/my_account/order_history.aspx.  Once more we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/20/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Bait and Switch, Dangled free business cards and then traps you into a payment before you know it. They do not fully represent what the intentions of "free" is until it is to late. I have had many client complaints about this very thing!! It is not fair to trap people that are not very computer literate, seems that is what VistaPrint is praying on...

Desired Settlement: FREE BUSINESS CARD AS ADVERTISED! I am tired of this bait and switch crap!

Business Response: Dear ***** ****: 

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We have reviewed your complaint regarding your most recent order with us. We apologize for any inconvenience or frustration caused.

While we do understand your concerns regarding our promotional offers, we retraced our site activities that you accessed and realized that you actually selected the premium Business Cards for $9.99 instead of the 250 FREE Business
Cards offered in the promotion and as clearly displayed on the site you were on.  We also saw that you selected the seven (7) days priority ship speed which cost $13.68. there were of-course 14 and 21 days ship speed which cost less.

These are the actual reasons why you are not satisfied with your recent order. We do regret that you had difficulties using and navigating our site. We have also decided to refund the amount you paid for the cards amounting to $9.99.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us at:1800-721-6214.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: During November 2008, I placed an order from Vista Print for business cards. At this time, I was enrolled in an MVQ*VPREWARDSUS program without my knowledge. The rewards company has been drawing money on my
checking account for five years at a rate that started at $14.95 per month and gradually increased over time to most recently (the past eight months) drawing $29.95 per month. I have paid a total of $1071.70 for a supposed rewards service that I did not sign up for. On August 8, 2012 I inquired with my bank regarding this charge and was told to contact the company. When I called the number (888-243-6185), a man named ****** told me that
my account was now cancelled and I would have to speak with his supervisor. After being put on hold, a lady named ***** told me that she could refund me for 2011 and 2012 in the next 3-5 days. No refund has happened
as of yet. This money was taken from me against my knowledge for a service that I never wanted to be involved with. I will not be using VistaPrint for any printing needs in my future.

Desired Settlement: Please run your business honestly. I would like to be refunded for th the amount of money that was taken from my checking account without my knowledge $1071.70.

Business Response: Dear ****** * *****:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We have gone ahead and contacted The Vertrue Rewards program. A cancellation was done on August 8th 2012 for this program. A full refund will be processed for all the charges taken from your credit card account within 3-5 business days.  Your confirmation number for the Vertrue Rewards cancellation and refund is ****.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

Thank you for protecting consumers.



BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/15/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Bait and switch tactics used on website. Advertised price and final price in shopping cart are not the same. small print reviewed and nowhere mentioned different pricing. This is "Classic" bait and switch. I have screenshots of advertisement page and checkout cart. I have spoken to and sent screenshots to Wayne a supervisor at vistaprint who was unable to further assist me.

Desired Settlement: Honor initial advertised price

Business Response: Dear ***** ******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less. 

We tried contacting you recently, however, we were unsuccessful. 

We will be more than happy to assist with locating your promotional offer for your order.

Please feel free to make contact to the phone number provided on your voice mail.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.


Thank you for choosing Vistaprint. 


Sincerely,


Intraday
Intraday Coordinator
**************

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********


Regards,

***** ******

 

 

Business Response: Dear ***** ******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less. 

We tried contacting you recently once more, however, we were unsuccessful. 

We will be more than happy to assist with locating your promotional offer for your order.

Please feel free to make contact to the phone number provided on your voice mail.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.


Thank you for choosing Vistaprint. 


Sincerely,


Intraday
Intraday Coordinator
**************

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

Regards,

***** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/9/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently bought ten printed folded note cards from Vistaprint. The website clearly stated that adding a message to the back was FREE. However, even though I added my own message on the website, it never showed up in either the preview nor the final proof. In fact, vistaprint replaced it with their own company logo instead. I emailed customer service and they immediately told me that there was no way to remove the vistaprint logo, and did not address the issue of my message that did not get added (although I explicitly asked about it in my email to them). I am very disappointed in vistaprint's misleading website advertisements and their willingness to compromise a product and a customer's satisfaction in the name of advertising their corporation.

Desired Settlement: I would like Vistaprint to follow through with what their website advertised and add my message to the back of the card (which was "www.*************.com"), as I am trying to distribute these cards to my business customers, and want it to be clear that the artwork for the card belongs to my business and not Vistaprint.com. In addition, I would like the vistaprint logo removed so as to prevent confusion between our two companies.

Business Response: Dear **** *******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.

We have reviewed your complaint regarding your most recent order with us. We apologize for any inconvenience or frustration caused.

While we do understand your concerns regarding adding your information on the backside of our Folded Card; sadly we reviewed the site activities and confirmed that while you made an attempt to add your information on the backside, it was
not selected and confirmed. As such nothing was printed on the backside on the cards. If you are to review your order details, it shows that you weren’t charge for a “backside” option.

In addition, the Vistaprint logo is always on the backside of all our folded Cards and cannot be removed.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us at:1800-721-6214.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The backside printing step in making the cards clearly stated that adding a message to the back of the card was FREE.  If I was not charged for backside printing, that should not mean that my message would not be printed on the back of the card.  Please at least make an attempt to fix your website in order to clearly state that adding material to the back of the card is, in fact NOT free, so that issues like this do not occur again.

 

 

Business Response: Dear **** *******: 

Thanks for contacting Vistaprint, where it's easy to make an impression for less.

We certainly appreciate your feedback and again apologizes for the confusion and frustration caused.  Should you have any further concerns please contact us at:1800-721-6214.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

I really do hope that you guys see the frustration your website causes from a customer's point of view, and perhaps make an effort to change something in the near future.  I am not completely satisfied with the results of this dialogue, but it seems that there is no reason to pursue it further, as no effort has been made by Vistaprint to help me with my order as of yet, nor does it seem that they plan to in the future.  I will be looking elsewhere next time I need to print notecards (and will let my friends know as well). 


BBB's Final Determination: Consumer accepted resolution offered by the business.

8/8/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have done business with VistatPrint for many years and they offered a web site that I never used nor entered any information yet they have been billing me for that service for months. There is no contact number. Every toll free or 1-800 number has been to no avail and there are many. I also have a seperate issue on an order received in which not all purchased material was in the shipment. I would like for a sales rep to contact me from Vistaprint so that I can resolve but there are no working numbers. All numbers say they are having technical difficulties and try again later but when I do, it's the same message. I would like to be reimbursed for services not rendered for the months in which they billed me and the rest of my order sent.

Desired Settlement: If you run a business, you should have a wrking customer service number. I am a small business and have two contact numbers. I want my credit card reimbursed.

Business Response: Dear ******* * *******:

We have made attempts to contact you via the numbers provided, however, we did not get through.  As requested, we have cancelled your Website.  You may check by following the steps below.

1. Log on to http://www.vistaprint.com  
2. Click My Account then My Services 
3. In the horizontal navigation bar, click Account Information 
4. If there is more than one product, locate the correct product 
5. Click Manage Subscription 
6. The Status will indicate Cancelled

We will be processing a refund to your credit card for the Subscription charges.  Most of our customers are able to see this refund on their next billing cycle; however, it can take as many as two cycles to be reflected on your credit card statement.  For assistance with your order please contact Customer Service at 1-800-721-6214.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/7/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i have a website that sell clothing . that worked until january of this year . i cannot load clothes onto my website, the first issue was that i was told that there was a limit on how much room i could use when it stated i would have more than enough to sell clothes on line ,now i cannot load clothe nor make sales. i was told today by a supervisor named ******** that i should find anothe host to sell my clothes that vistaprint will not compensate me for my losses . at this point i am retaining an attorney ...but no one should be subject to this type of treatment,i paid money for a website that does not work and spent thousands of dollars on advertisement depending on sales at my
site .PLEASE help me.

Desired Settlement: Fix the problem and stop misleading people with products you are not able to produce and compensate me for loss of sales from January to May ,

Business Response: Dear ******** *********:

As per our conversation, we have reviewed your complaint.  Unfortunately, we are unable to expand the disk space on your Website to accommodate all your images at this time.     However, your feedback regarding this issue is valued and will be passed on to our engineers for further review.  Please also accept our apologies for the experience you had with our customer service department.  Please rest assured that this occurrence is not typical of Vistaprint and we are working hard to ensure that this does not occur again.

Once more, we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/7/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have called technical support for approximately two months to correct a website search engine problem with my website. Only to be told over and over again that technical engineers are working on the problem. Each representative informs me that he or she cannot give me an estimated time to when the problem will be corrected. Vistaprint has attempted to appease me by giving me two months of no charge to my account. This is effecting
my business each day that the SEO is not functioning properly. Can someone please assist them into correcting this problem so that another business owner does not have to endure what I have experienced with VistaPrint.

Desired Settlement: To correct the problem as soon as possbile by 7/27/12.

Business Response: Dear ***** ******* ******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We have received your request for assistance regarding issues you’re having with the SEO. We understand that this may add to your frustration and inconvenience. We sincerely apologize for such.

Why is this taking so long to be resolved? Sadly, we have found additional issues which seems to be affecting the function on the SEO. As such, we had to escalate your ticket.   Please rest a sure though, that we are in-fact working hard to resolved this for you as soon as possible.  Once more, we apologize for any inconvenience this may have caused, should you have any further concerns please contact us at:1866-811-1674.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a 60 day trial period for a Vista Print website. Since signing up for service on 6/13 I have been billed 28.95 and 19.99 to paypal for their website services. I sent a request to cancel my account today 7/20 because I have read the horror stories about this service stealing money and I was told it would be cancelled on 8/13 which would create yet another billing cycle for me of another 28.95! It seems as thou this companies web services are a fraud. I should not have been billed at all as I cancelled before my 60 day trial period. They do not return chat requests, calls return a technical difficulty message with no other option. I emailed them to only get a response listed. Please note that the effective date for your Website's cancellation will be August 13, 2012. Please feel free to contact us if you have any further questions or concerns. We apologize for any inconvenience or confusion you might have experienced. Thank you for choosing Vistaprint. Sincerely, Tanique Cameron Vistaprint Customer Service I then email them again a response as to my trial period and double billing issues. I tried the chat which does not work and again tried to call with the phone just going dead after a tone. I think this business should stick to printing and forget the web services as I see online that I am not the only person with this issue. I just want my account cancelled and a refund of 28.95 for being billed during a "trial" period. This company needs to be held accountable for their services, if they cannot handle the new website service they should remove it. Due to this service not working out, I did not want to lose business so I have had to pay another service DIYestores an additional 25 to get up and running and attempt to move on.

Desired Settlement: I just want my account cancelled and a refund of 28.95 for being billed during a "trial" period. This was billed to my paypal account which I would like the refund to go back to. I was also billed 19.99 in the very beginning.

Business Response: Dear ***** *****:

We tried contacting you recently regarding your complaint on The Better Business Bureau website, however, we were unsuccessful. 
We only offer a 30 days (1month) free trial upon signing up for our Website services. After the free trial you will receive a charge for the selected package.

Your Website is now canceled. We will be processing a refund to your credit card in the amount of $28.95 for the Website charge.
Most of our customers are able to see this refund on their next billing cycle; however, it can take as many as two cycles to be reflected on your credit card statement. 

Your feedback is valued and will be passed on to the relevant department for further review. 

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.


Thank you for choosing Vistaprint. 


Sincerely,


Intraday
Intraday Coordinator
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/3/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Bait and Switch pricing and shipping costs. Come-on ads that turn out to be garbage. Inducement to buy add-on products and then be removed from "specials" due to buying the additional products.

Desired Settlement: Loss of their BBB Certification, BBB Negative Commentary instead of your Endorsement according to my ****** search, this company has SCREWED thousands of people.

Business Response: Dear **** *****, Thanks for contacting Vistaprint, where it's easy to make an impression for less. We have received your complaint regarding your recent request; which you requested to have your order canceled, refunded and your account deactivated. This was documented and actioned. We are sorry we weren’t able to meet your expectations. Once more we do apologize for any confusion that this may have caused. Thank you for choosing Vistaprint. 
 Sincerely,
 Intraday
 Intraday Coordinator ###-###-####

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. They only refunded my money after I threatened to sue them. They have a long history of FRAUD, yet the BBB has not removed them from their endorsement system. I received a response from the Massachusetts Attorney General telling me to create a class action because they are going to do nothing too. I have the resources and the Internet ability to create that class. BBB is a ******* joke.    

Business Response: Dear **** *****, Thanks for contacting Vistaprint, where it's easy to make an impression for less. We have processed your request, resolved and closed your case.  We will continue serving all our valued customers by meeting and exceeding their expectation. Thank you for choosing Vistaprint. 
 Sincerely,
 Intraday
 Intraday Coordinator ###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On july 11th, 2012, I ordered 1000 business cards. (color on both sides, premium stock). The business cards were delivered this afternoon, i open up the package and it seems fine. I turn the card over and the back seems odd. The image i had had been cut off on the sides. I was offered a refund for the amount of money i payed for the items to be shipped, which was $8.91, however, they refused to re-do my order the way it was supposed to come out, and refused to refund me the money i had payed for the cards. I payed for a service and expect it to come out the way it was intended and nothing less.

Desired Settlement: Re-print my 1000 color on both sides, premium stock business cards and have them come out the way they were supposed to.

Business Response: Dear ****** ******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We have reviewed your complaint. While we do understand your concerns regarding the backside printing of your Business Cards, we have found that the correct upload dimensions were not followed.  Please find the correct upload dimensions for Business Cards by clicking on the link below:

http://www.vistaprint.com/business-cards.aspx?txi=15627&xnid=TopNav_Premium+Business+Cards+(linked+item)_Business+Cards&xnav=TopNav

However, we are expediting a replacement order at no additional cost to you. To review details of the replacement order; you may log into your Vistaprint Account and go to ‘Order History’.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I palced an order at Vistaprint.com on 7/11/12 for merchandise. On 7/16/12, I received an email telling me that my order could not be processed and that I needed to return to their site to "complete" my order. I went to their
site and resubmitted my previous order. I then checked my credit card statement and discovered that there was obviously nothing wrong with my previous order as they had already charged my card for it on 7/11/12. I immediatley (within 4 minutes of placing the dplicate order) went back to Vistaprint.com and tried to cancel the duplicate order. I was told on the site that I could not get my money back and that merchandise credit was the only option available to me. I then called Vistaprint and told them what they were doig as unethical and most likely illegal and that I wanted the order cancelled immediatley. They told me they would give me a refund within 2 billing cylces (60 days). I explained this was NOT acceptable and that I wanted the charges for the duplicate order stopped immediatley or I wanted them to issue me a check in the amount. They refused.

Desired Settlement: I want this policy of sending misleading emails to customers stopped immedaitely.

Business Response: Dear **** ***** ****:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.   We have received your request for assistance regarding your most recent order. We would first like to apologize for any inconvenience or frustration caused due to the initial email that was sent to you.

We certainly appreciate your feedback and suggestions. Please rest assured though, that the amount of $32.08 was processed and  refunded back to your credit card. Please allow a few days for your financial institution to update this in your account. Depending on their policies, the refund amount will reflect on your printed statement within one to two billing cycles.

Again, we apologize for any inconvenient caused. Please don’t hesitate to contact us if anything is not suitable with your order once received.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have just recently started my own Book Club, and i made a website, from VistaPrint, then i thought i needed to cancel it which i didnt so i emailed and called, the calling part was great and i they fixed my issue, but the mail part was not i am not sure what i told them but i should have gave me a warning before they canceled and i would have eamiled back saying no, no, already fizxed, but they did not, so they canceled my website.

Desired Settlement: I would like customer service to email me an apology and i would also like to create a new website and they to give me at least 6 free months excluding the 1 free trial month, thanks.

Business Response: Dear **** *******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  As per our conversation, your Website was canceled as per your request.  However, you called in after the Website was canceled to reverse the cancelation, at that time the website could only be reactivated.

Once a Website is canceled and reactivated, the billing cycle will be set to that reactivation date and a pro-rated amount will be charged to your credit card on file for the new billing cycle.  As a courtesy we will refund the amount charged to your card upon the reactivation of the Website. We will apply two (2) free months for the Website.

Your Website is currently in a suspended status due to the fact that you upgraded to the Standard Package which caused a pro-rated charge of $9.66. Once this charge is cleared, you will have the opportunity to make edits on the Website.
Once more we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We ordered checks, both my wife and I. My wife's checks have the wrong routing number and are not useable. My checks were to be a reorder, but were not like the checks I had previously ordered...(double-copy checks). We have had the runaround from them with regard to fixing the original problem, complicated by my wife's first checks not arriving for about 8 weeks, then being wrong....my checks not being a complete reorder (one book instead
of one box), and also not the right starting number (not "sequential" when I provided them the correct number with my order). My corrected order contained the correct starting number, but not the double-copy checks like my original order I was "reordering".....)

Desired Settlement: Full refund of all monies paid.

Business Response: Dear ******* * *************: 

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We have received your request for assistance regarding your recent order for checks. We apologize for any frustration or inconvenience caused. We do realized however, that the information printed on both sets of checks, was in fact the same information entered by you are our wife.
  
We do regret though that your expectations was not fulfilled.  As such we have processed a full refund for the amount you paid. You will receive conformation emails of such.  Once more we do apologize for any confusion that this may have caused.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
###-###-####

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

I will also say that the response back that the order fulfilled what we sent them, is incorrect.  I specifically ordered duplicate checks, which when received, were not but single copy checks.  The company stating that in their response just insults
me even more.  I will however, allow them to refund the monies paid and call it a day.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/22/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had a website with Vistaprint for a few months now. Recently I tried to find the name of my product on the internet and it only came up as having a Trademark. No mention of where the product can be purchased or if
it is even available. I emailed Vistaprint about this and did not get an answer. There was a time, in the beginning of me purchasing Vistaprint products, when they would respond to my inquiries. Now that they are automatically deducted monthly payments from my credit card all I get are offers now and no responses to my questions.

Desired Settlement: If Vistaprint cannot prove that my website is being seen from coast to coast and has been being seen for the months I've had a subscription then I would like a refund credited back to my credit card for the entire amount.

Business Response: Dear ***** **** ********:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  Search engines rank their results based on the popularity of websites, and content that is relevant to what the user is searching for. To get your website ranked higher, you are required to have useful content and increase the number of other websites that have links to your website.  The keywords and description features allow you to add Keywords, which are hidden pieces of information used by search engines to recognize the content of your website. You do not need to have programming skills to edit this information, because the Vistaprint Site Builder makes it simple to add and edit Keywords. 

Go to Site Builder

1. Log on to ************************* 
2. Click My Account then My Services. 
3. On the left navigation click Website Dashboard
4. On the Website Dashboard content area, click Edit Website to open the Site Builder

Add and Edit Keywords

1. Click the Keywords button on the Site Builder toolbar.
2. Enter keywords that you think people might use when searching for your website.
3. Edit the description using sentences to describe your website with words that are likely to be used by people searching for your business, such as the industry of your business and where it is located. For example, a casual diner in Laguna Beach, CA could enter:  The ******* **** serves the best breakfast in Laguna Beach, California at a low price. Visit our restaurant for the freshest scrambled eggs, pancakes, and coffee in the greater Orange County area. We have a relaxed, family-friendly atmosphere. Take-out and delivery are also available!
4. Click the OK button.
5. The next time you publish your site, the meta-tags will also be published.

To learn more about how you can improve your search ranking, visit the Learning Center to see articles and videos on Search Engine Optimization.

Access Learning Center

1. Log on to *************************  
2. Click My Account then My Services
3. On the left navigation bar click Website Dashboard to bring up the submenu below 
4. Click Learning Center to see relevant articles and videos

In addition you may want to consider Online Search Profile to be listed in over 100 Search Engines including ******® Maps, *****® Local, and ***********.com™. See more information on *******************************************.

For more information about using Websites features, see the Help section in Site Builder.  We hope you find this information helpful. Please feel free to contact us if you have any further questions.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
###-###-####

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.


 

 

Business Response: Dear ***** **** ********:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  Please feel free to utilize the options provided in our previous response to assist with boosting your website’s visibility online.  Your feedback is valued and will be passed on to the relevant department for further review.

Once more we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/20/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: my complaint is that you advertise payment acceptance as charge card, *** *** and paper check and I have been refused when I wanted to pay by check.

Desired Settlement: take my payment

Business Response: Dear Bernice Policastro:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We accept paper checks and money orders for printed products only.  Please see acceptable payment methods for Electronic Services.

 You may pay with: 
• ******** ******* 
• ****** **** 
• ******** 
• ********** 
• ****** 
• **** 
• We do not accept checks for electronic subscription products.

Electronic products are billed monthly. Please make sure the credit/debit card you have on file with us supports recurring billing.  Feel free to contact our Websites Customer Service at ************** for further assistance.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
###-###-####

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The website specifically has all forms of payment listed on the Website page.  My account does not support a debit card and I do not deal in charge cards any longer.  I asked if I could purchase a charge card which you buy at the local drug store etc and was told only if it can be charged monthly.  I do not know if this is possible I will be checking it out otherwise I need time to set up an account with another bank just to pay for this website.  I need time to do this since I have several other obigations

 

 

Business Response: Dear ******* **********:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  The payment type for your Website is listed on the Account Information link on your Website Dashboard. 

Please see acceptable payment methods for Electronic Services.

You may pay with: 
********* *******  ******* ****  *********  ***********  *******  *****
•We do not accept checks for electronic subscription products.

Electronic products are billed monthly. Please make sure the credit/debit card you have on file with us supports recurring billing.  While you setup your payment details as a courtesy, we will go ahead and reactivate your website.  Please be advised that you will need one of the above payment type for your next billing cycle which will be July 20, 2012.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i had a charge bank statement from them so i called just with an inquiry of what it was for NOBODY responded each rep transfered me to a superviosor then the the line would disconnect and i would have to start all over again
all i had was a question about it i had a rep name ****** ***** who worked in website team transferred me first. NO ANSWER from sup. then i called back and got an **** i asked for an employee number or id so if we get disconnected i know how get back in contact with him with his info i asked for a sup ( again) no response he says there was none on the floor at the moment it was 9:30a (approx) i asked has he seen a supervisor this morning which sup did you last speak to he said no. So know theres employees working with no supervision so if something happens i guess no one is liable. i asked him for corporate no for a complaint he gave me 781-652-6300 transfered me and again no response so i called back a third time spoke to an ****** she said she was in the customer service department she said i'll give you the number to the dept in which you can speak to a sup 1 866
811 1674 again no answer i even left a message for a ms **** **** ( or **** **** cant think of her name)

Desired Settlement: All i want is a refund for a charge becasue the charge was incorrect. thats all. it was shown on my bank statement for webs.com a vistaprint company that is all

Business Response: Dear ******* *******: 

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We tried to make contact with you recently, however, we did not get through and a voice mail was left.

Please accept our deepest apologies for the inconvenience you have experienced with our customer service department. Please rest assured that this occurrence is not typical of Vistaprint and we are working hard to ensure that this does not occur again.

To address any issues with your Website, please go to www.webs.com for further assistance. Once on this website you will be able to correspond with a representative.  Once more we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 1/18/12 i purchased (I even provided a provided a proof of purchase) to use their website services and in July I called to inform them that someone had changed my information to my account without my approval. I was told since all of my information was removed they would have to send this information to their legal department and I would hear something back within 24 to 48 hours. I called back in 72 hours and was told they still could not give
me any answers to my complaint. Now it has been almost two weeks and I still have not heard from them.

Desired Settlement: I want the web site returned to me since i purchased it in the beginning or for it to be shut down and the IP address returned to me.

Business Response: Dear ******** *******,

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We understand that you are awaiting a reply to your complaint.  Due to the delicate nature of this situation, we have forwarded it to our Legal Department seeking advice.  As soon as they provide feedback on how to move forward we will make this available to you immediately.  We do appreciate your patience with us and want to apologize for any inconvenience caused. Should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 
   
Sincerely,   
Intraday Coordinator
1-800-961-2075


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

On July 6th my account was returned back to me by the person who changed my information and i am now able to access my account. I would like to thank you for your efforts to get this situation settled but it is now completed.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/7/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: They claim to " If the products you ordered fail to meet your expectations, simply contact us and we’ll do everything possible to see that you’re happy with your Vistaprint experience." My issues are: my order came damaged, my order was wrong and the envelopes fall apart (for rehearsal dinner invitations). The first time I contacted CS, they resent the package and order. I was annoyed by this because they didn't even ask me what my options were to fix the problem, they just shipped me whatever. At that point, I wanted my money back because I don't have much time. Then I realized, the amount of envelopes I should of received was 40. According to the order 30 are supposed to come with and I paid for the extra 10. I contact customer service again and once again, without my consent, they are resending my package. Sending me 90 invitations isn't going to make up for all the time I have wasted trying to get my order straight. I still haven't received my order.

Desired Settlement: Vistaprint should involve the customer in the resolution process, not just sent package after package. To be made whole, I would like my money back. I have to go out and get invitations to send out because I have no idea when all these other packages are supposed to arrive. I also have no expectation to think they will be what they advertise.

Business Response: Dear ******** ******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We will be processing a refund to your credit card in the amount of $18.06 for your order.

Please note that it may take one to two billing cycles to reflect on your credit card statement.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

received your voice mail and I didn't appreciate being called, "Mister." Secondly, I am not home to receive all the packages you are sending me. I had to spend more money outside of what was refunded to fix the problem. Unfortunately, this does not make me whole.

 

 

Business Response: Dear ******** ******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  While we do understand your frustrations, we are unable to process refunds more than your order value.  As stated in our previous contact, we will be processing
a refund to your credit card in the amount of $18.06 for your order.

Please rest assured that this occurrence is not typical of Vistaprint and your feedback is valued and will be passed on to the relevant department for further review.  Once more we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a complaint against Vista Print. I had sent my Logo to them on CD, as I was having trouble uploading it. I purchased the CD, package , and shipped it UPS. It cost us $20.00 total. When we filed the complaint against Vista Print, they said they would send me a check payable to ******* ****** for $20.00. I called the other day to ask if the check had been mailed. They told the Better Business Bureau that they would send the check, so we closed the complaint. When I called, no one has any idea about the check. No record of any check ever being sent. We have recieved NO check. I am waiting on that check. I even placed another order with this company hoping they would have better service. Order number *********** ***. So far these People at Vista Print Have lied to us and the Better Business Bureau. We have recieved no check as they promised and reported to the Better Business Bureau. They have been extremely rude and unprofessional. I have written the President and CEO of the Company, as well as the USA President and neither were professional enough to respond or make the situation right.

Desired Settlement: Where is the Check??? Vista Print said to the Better Business Bureau and I that they were sending a $20.00 check to ******* ******. I have never recieved it. So far only lies and bad service!

Business Response: Dear ******* ******:


Thanks for contacting Vistaprint, where it's easy to make an impression for less.


We will be expediting a refund in the form of a check in the amount of $20.


Please note that it may take three business days for you to receive your check.


We apologize for the delay, should you have any further concerns please contact us.




Thank you for choosing Vistaprint. 




Sincerely,




******** ******** *********** **************

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.
They told me once before that they were sending a check. They also told the BBB that they were sending a check.  How do we know that they are actually sending the check. They should give me a  big discount on the order currently placed refered to in the complaint. Also there is no apology for the bad service and behaviour. There is no apology for the first check not getting here and being lied to.

Business Response: Dear ******* ******:


Thanks for contacting Vistaprint, where it's easy to make an impression for less.


As per our last contact, we assured you that you will be receiving a check in the amount of $20 to your shipping address on file. We apologize for the delay, however, it is currently being processed and you will be receiving the check as soon as possible.


Unfortunately, we cannot apply a promotion to an order that was already placed, however, we will be happy to apply a promotion to your account for your next order.


Once more we apologize for the experience you had with Vistaprint.


Thank you for choosing Vistaprint. 




Sincerely,






******** ******** *********** **************

Consumer Response:
Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,
******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/19/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 250 business cards. the information is unhumanely impossible to read because the color option does not come out clear for reading unless the font color in particular allow it.

Desired Settlement: I am asking the to mail to me the corrected and legible information on the card as i enlarged the font size to accommodate what the cards are to do, and that is clear in color to be readable. the color choosen is only readble if
it is large enough. I did not know this particular until now.

Business Response: Dear ******* ******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.

We are expediting the replacement order at no additional cost to you for the Business Cards that did not meet your expectations. Within an hour of receiving this information you may log into your Vistaprint account and go to ‘Order History’ to view the details of the reorder. 

You may also access your Order History by following this link: ******************************************************  

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
###-###-####

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

6/17/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a black label withouth the accurate downloaded information and images for each label paper; as approved in sistem. The merchandise was ordered on February 19 and claimed during the 14 days of guaratee after arrived on April 20 by certificate mail; had the evidence. Vostaprint never reply the postal mail neither the email claims. At April I asked for replacement for the right item, but now I just want my money back.

Desired Settlement: My last order #*************** arrived with a totally wrong printed material. I received black labels with inaccurate printed material (just black paper). I already return the merchandise to the company with a letter of claim and also emails; none of them were attended. I want my money back. ****** ****** **** ***** ***** ***** ** ** ** ******* ** ***** ************@gmail.com ************

Business Response: Dear ****** ******:

We will be processing a refund to your credit card in the amount of $50.16 for your order.  Please note that it may take one to two billing cycles to reflect on your credit card statement.

In the future feel free to contact our customer service team regarding any issues with our products, since we currently do not have a return policy.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I use vistaprint for email marketing. For weeks their service has not been working, yet I have been paying a fee every month. I have called at least 5-6 times over the past few weeks to customer service, and they are not able
to give me any answers other than "we are trying to fix it". It has been almost a month that I have not been able to send an email campaign, yet they have charged me almost $80 this month for this service.

Desired Settlement: Either get this service to work, or refund my money and I will go elsewhere.

Business Response: Dear ******* *******,
Thank you for choosing Vistaprint, where it's easy to make an impression.We have reviewed your account and realize that the issue reported has not been resolved.Our engineers are still working to find out what is causing a delay in the email campaigns being sent. Further updates on a resolution will be available to you on your Email Marketing Dash Board.

At this time we do not have a work around and would like to assist with your request of a refund.A refund has been processed for $80.00 and you may see this reflected on your statement within 1-2 billing cycle.We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.    Thank you for choosing Vistaprint. 

Sincerely, 
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/14/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 4-22-12 I discovered that on my credit card there was an unknown fraudulent charge for MVQ*VPREWARDS and MVQ*YOURSAVINGCLUB. MVQ*VPREWARDSUS 95515*********31 and MVP*YOURSAVINGCLUB 8*********511382. I have never signed up or authorized for membership into any program with VistaPrint. I called today 4-23-12 and spoke with Veronica, confirmation #****. I have been charged for four years (48 months) for a program that I never signed up for, approved or authorized. I ordered invitations 4 years ago and the manager Veronica stated that it was an auto-enrollment and they couldnt provide me with any proof of registration etc. I purchased invitations from there 4 years ago and as a result I have been charged $978.65 over the course of four years without my knowledge or approval. The initial charge started on 4-14-08 according to the fraud department at Discover. I want all of my money refunded back to the card from 4-14-2008. According to Discover Fraud Department it has been billed as"savings club", "rewards" and "clubsave" over the course of 4 years. I want the 48 months of $1.00 per months which is $48.00 refunded. And the refund of $930.65 for 11 charges of $14.95, 12 charges of $17.95, 12 charges of $20.95 and 12 charges of $24.95.

Desired Settlement: I want all of my money refunded immediately back to the card from 4-14-2008. According to Discover Fraud Department it has been billed as"savings club", "rewards" and "clubsave" over the course of 4 years. I want the 48 months of $1.00 per months which is $48.00 refunded. And the refund of $930.65 for 11 charges of $14.95, 12 charges of $17.95, 12 charges of $20.95 and 12 charges of $24.95.

Business Response: Dear ****** *****,


Thanks for contacting Vistaprint, where it's easy to make an impression for
less.

We have reviewed your complaint on the Better Business Bureau Website.

We understand your frustration regarding the issue raised and we are very sorry
about the experience you had.

We reviewed both your account and reached out to the
VP-Rewards  and confirmed that you did
signed up for the partnership program. Based on your complaint however, we
assume you did so inadvertently.

As such, we spoke to Tee for VP-Reward who confirmed that
the amount was fully refunded – under the basis that you mentioned that you
weren’t aware that you had signed up.  The
partnership subscription was also canceled. The conformation number received
from VP-Rewards id 19756.

 

Again, We apologize for any inconvenience this may have
caused, should you have any further concerns please contact us.





Thank you for choosing Vistaprint. 





Sincerely,



Intraday

Intraday Coordinator

###-###-####

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******. The response does not include any mention of the refund for 4 years of "Savings Club" which I also did not sign up for. This was $1 per month for 4 years. When I spoke with VistaPrint rewards they stated that they could only refund 1 month ($1) and would send it up for review. Has this been refunded to my account also? The young lady stated that they were started at the same time, all without my knowledge or permission. Is this response confirming that all fees totaling the amount given have been refunded for the entire 4 years of "rewards" and "savingsclub", that were never utilized, nor have I done business with your company in 4 years.

Regards,

****** ****y

 

 

Business Response: Dear ****** *****,


Thanks for contacting Vistaprint, where it's easy to make an impression for
less.

While we understand that you weren’t aware that you had signed up for the
partnership program with VP-Rewards, there are electronic documentation that
you did in-fact signed up. We on the other hand, assume you did so inadvertently.
as such, we made contact with VP-Rewards and obtained conformation that we/they
decided to refund the full amount prior to the call.

Please allow time for this amount to reflect on your credit
card statement. If you have any further questions regarding the refund amounts,
please reach out to VP-Rewards using refund conformation 19756 – Agent Tee.

Again, We apologize for any inconvenience this may have
caused, should you have any further concerns please contact us.





Thank you for choosing Vistaprint. 





Sincerely,



Intraday

Intraday Coordinator

###-###-####

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

My Discover Card has been refunded the amounts for MVQ*VPREWARDS. I was only issued 1 refund for $1.oo for MVQ*YOURSAVINGCLUB 8*********529289.  I am still missing 47 credits of $1.00. The total charges was 48 payments of $1.00, which is $48.00. I am still owed $47.00 for  the savingsclub. When I called Veronica, confirmation #9564, she stated that she could only refund 1 month and she would have to get permission to refund the remaining $47.00. I was told in your reply through BBB that I would be refunded the full amount.

When will the amount be refunded? I was told by you that I would receive a full refund. Please take care of the remaining funds that have not been credited back to my account.

Regards,

****** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/14/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: First, I have made several attempts to resolve this issue with the customer service dept. The last time I called I was place on hold and no one ever returned to the phone. Secondly, I have been a customer of Vistaprint and I have invested my money in its services to better run my business. I was given an image through Vistaprint to use for my letter head, business cards, car magnets, baseball hats, t-shirts etc… I am trying to create a clothing label with the image that I was given to me through Vistaprint and when I called to asked how I could obtain the digital design format for the (woven) image that was embroidered on my hat I was told no. I was also told that the image is not a logo. I became to tell the customer service agent that I have already registered the logo as my trademark and that I would like to find a way to buy the image so that I can obtain the digital design. After going back and forth with the agent, her supervisor and then calling back and speaking to another agent who placed me on hold and then never returned to my call, I am highly upset with the service I was provided. Finally, I would like to speak to someone in the CORP HQ to help me resolve this issue. I cannot change the image as I have already spent a great deal of money already.

Desired Settlement: I would like to speak to someone in the CORP HQ to help me resolve this issue. I cannot change the image as I have already spent a great deal of money. I would like to get the digtal design format or file for this image that I am now using as my logo. Thank you

Business Response: Dear ****** ******

Thanks for contacting Vistaprint, where it's easy to make an impression for
less.


We have reviewed your complaint on the Better Business Bureau Website.


We understand your frustration regarding the issue raised and we are very sorry
about the experience you had.


Regarding the use and copyrights of the requested image that
you have been using on your printed products, it is not available for
purchasing nor copyrighting.
 

We do not restricted you from using this image on any of
your products or services, however you will not be able to have this image trademarked
nor copyrighted to you.

 

For more information, please visit: http://www.vistaprint.com/customer-care/terms-of-use.aspx?xnav=foot
under Copyrighted
Materials for Limited Use.

 

Again, We apologize for any inconvenience this may have
caused, should you have any further concerns please contact us.





Thank you for choosing Vistaprint. 





Sincerely,



Intraday

Intraday Coordinator

1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

Regards,

*** *******

 

 

Business Response: Dear *** ********

Thanks for contacting Vistaprint, where it's easy to make an impression for less.

We understand your frustration regarding the issue raised and we are very sorry about the experience you had. 


Regarding the use and copyrights of the requested image that you have been using on your printed products, it is not available for
purchasing nor copyrighting.
 

We do not restricted you from using this image on any of your products or services, however you will not be able to have this image trademarked
nor copyrighted to you.


For more information, please visit: http://www.vistaprint.com/customer-care/terms-of-use.aspx?xnav=foot under Copyrighted
Materials for Limited Use.


Again, We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.


Thank you for choosing Vistaprint. 



Consumer Response:



I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********


Regards,

*** *******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/12/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I wanted to order items through Vista Print. I was having trouble uploading my Logo. I was on the phone for quite sometime with customer service at Vista Print. We could not Get the Logo correct. The customer Service rep I was speaking with told me to send my Logo in. I was asked if I could send my Business card with the Logo and the Logo on CD. I said sure! I was given the corporate USA address. I bought a padded envelope , enclosed my business card with the Logo on it, and then uploaded my Logo images to the CD and mailed it UPS. It cost me 16.10 to mail it UPS , plus the envelope. I mailed it and addressed the envelope to the President/ CEO of Vista Print. I did exactly what the Customer service rep told me to do. I then recieve a call from a lady named ***** ****** (********@vistaprint.com). She was not polite. She told me to call customer service and have them help me upload it. She said the would not upload the images from my disc, even though I was told by customer service to send the logos on my disc and business card. ***** basically refused to help. Vista Prints customer service is rude and they are unhelpful. I would have never sent the CD and my business card if I had have know Vista Print and ***** were so rude and unhelpful! I am trying to give them my business!!! ****** *****, ****** ***, and ******* had no problem uploading the images from the CD and scanning my business card. Vista Print is not customer service driven, they are rude and unprofessional!

Desired Settlement: They could download the Logos of the CD. They could scan the Business card. I am trying to give them my Business!!! I need the Logo uploaded and the ******* ****** Changed to Dark Green. It is not hard. It is basic. ***** and Vista Print should do it. They should also pay me back for my shipping cost and apologize for *****'s rude service and just plain bad customer service! They should fix the logo and give me a gift certificate!

Business Response: Dear ******* ******:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We made several attempts to contact you via phone to advise you on how to upload your logo to your Vistaprint account, however, we were not successful.  As
per our email communication, unfortunately we do not provide technical assistance with making changes or uploading customer designs. We will go ahead and send you a check in the amount of $20 for the shipping cost to the address provided on Better Business Bureau.  However, feel free to log on to your existing Vistaprint account and upload your logo.  Your document should be created in CMYK mode to ensure that the colors that you see on the screen are closely matched in the final printed product. If you create your document in RGB, the colors in your printed product may vary slightly. Many of the bright values produced by your monitor cannot be reproduced in print. 

Most documents prepared for upload should be 300 dpi at 100% of the final print size. Some documents, such as t-shirts and hats, may require a lower resolution.  We support a variety of file formats for uploaded designs, with the following formats recommended:

Adobe Acrobat Document (*.pdf)
Adobe Illustrator Artwork 8.01- (*.ai)
Adobe Photoshop Image (*.psd)

Please follow the steps below to upload a complete design to your Vistaprint Account:

1. Log on to your Vistaprint account
2. Select the product that the image will be uploaded to, then click “Continue” 
3. Choose layout and click “Continue” 
4. Browse to select the image from where it is saved on your computer and click “Upload”

Ensure that all upload specifications have a green check mark. This indicates that the image meets all requirements for uploading.  If there is a backside image, click Full Color or Grayscale Printing to repeat the upload process for the backside. If not, click on Blank Backside, and continue to save your uploaded image.  Continue the order process if you are satisfied with the preview.  We hope that you will find this information helpful.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint ********.  I can't cash checks payable to ******* ****** Photography. The
check should be payable to ******* ******.


BBB's Final Determination: Consumer accepted resolution offered by the business.

6/11/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Vistaprint, online printing services, charges the customer for cancelled order and places the amount on their "account". I had to reach a customer service representative to get reimbursed for the order that was never placed.
This may take a couple of months. I believe this is not a fair business practice, it was not clearly laid out on their web site. The reason I cancelled the order in the first place, was that the advertised price was not reflected on
my shopping cart.

Desired Settlement: Please do not place money for cancelled orders in people's accounts. Just refund the cancelled order. As long as you do not incur in charges (within the first few minutes an order is placed) you should not charged for cancelled orders.

Business Response: Dear ******** *************:

We have reviewed your complaint.  We reviewed your Vistaprint account and found that a refund is currently being processed back to your credit card account in the amount of $32.32 for the order that you cancelled.  Vistaprint will process the refund immediately, however it may take a little longer for your financial institution to process the refund back to your account. 

We do not have a cancellation fee for any product or service offered at Vistaprint.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,

Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaintI am satisfied with the full refund I will be receiving. I understand it may take time. What I do not understand is why the charge was made in the first place if I had cancelled my order. Nowhere on your online store does it say that cancelled orders will still be charged and the amount of the order kept on the customer account for future use. This compels the customer to order from Vistaprint in order to use that money, or call customer service as I did.

Please address this issue. It is not about the money, because you are refunding it, it is the practice that seems to be unfair and deceiving.


 

 

Business Response: Dear ******** *************:

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  Once you enter your credit card details on our site for an order, your bank gives authorization for the payment for that order. A cancellation can only be done by Vistaprint for the order placed. 

Due to the fact that your bank authorized the transaction, they are the only ones that can cancel that transaction. This is the reason why a refund is processed by Vistaprint as oppose to a cancellation for that order transaction.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/9/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Vista Print Account # ************** VistaPrint failed to disclose to customer (me) know the real issue when buying domain/website service from VistaPrint (VP). VP show two option Basic and Premium in a domain section It said Premium: Completely customize your domain name and pick from options including .com .net .org e.g www.yourcompany.com. The reality is, the customer have to ownership of the domain even though they bought a premium option. And VP asking customer to pay 19.99 per domain release even though customer already paid for their "premium domain & website services" This is unethical business practices. if continues doing this without disclosure that customer have no control or no ownership of the domain, VP might have to face class action lawsuit. It is expensive lawsuit.

Desired Settlement: Vista Print should let us have full control ownership of the domain. Vista Print should let us transfer the domains without a fees Vista Print need to let the customers have full access to their domain, including transferring in or out of VP without a fees. Vista Print need to disclose to the consumer about this issues on the ordering page, so it is up to customer to decide whether they want VP services or not. VP should stating this on the ordering page "Customer have no control or ownership of domain" and "19.99 fees will be charge to release domain" Vista Print should honor current customer if they want to release their domains out of VP.

Business Response: Dear **** *****:

We have reviewed your complaint and we apologize for the inconvenience.

Vistaprint registers and owns all primary domain names that are provided with our premium Website packages.  Once a premium domain name is created with your Website package, this domain name must be registered in order for you to be able to use it. This registration fee is paid by Vistaprint.

In the event that a customer wishes to use the domain name outside of Vistaprint, he/she is required to pay this fee to release the domain name from Vistaprint for continued use.  The payment you make on a monthly basis for the Website services is for the Hosting Service for the Website.  Please see links below on Terms of Use:

Charges and Billing:
http://www.vistaprint.com/vp/websites/terms-and-conditions.aspx#******

Internet Domain Names:
http://www.vistaprint.com/vp/websites/terms-and-conditions.aspx#*******

However, your feedback is valued and will be passed on to the relevant department for further review.  Once more, we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Again, Vista Print failed to disclose the information clearly when customer placing order. This is unethical and misleading. And The term of service did not disclose how much the fee is.

 

 

Business Response: Dear **** *****:

Once a premium domain name is created with your Website package, this domain name must be registered in order for you to be able to use it. This registration fee is paid by Vistaprint.  In the event that a customer wishes to use the domain name outside of Vistaprint, he/she is required to pay this fee to release the domain name from Vistaprint for continued use.

You may find the details regarding the domain name fee by following the steps below:

1. Log on to your Vistaprint account.
2. Click My Account then My Services.
3. In the horizontal navigation bar, click ‘Support Central’.
4. In the ‘Ask’ field, you may do a search for ‘Domain Name Transfer’ and click ‘Ask’.
5. Click on ‘How do I transfer my premium domain name if I cancelled my website’?

Once that page opens, you will find details regarding the Domain Name Transfer fee and other useful information.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/8/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: It is my firm belief that Vista print is selling the information that is put on the business cards for marketing purposes to 3rd party companies who pay for it. There is a section on the Vista Print site that says ( Advertise with us) at the bottom of the webpage. This section is hidden and leads to a few diffent pages claiming they have a huge data base of customers who vista print has good relations with. I do not have good relations with vista print and I beleive I was put on this list without consent or through a hidden agreement. I like to keep my business information private also my cell phone number that is listed on my cards. In the past I ordered the free 250 business cards with nothing other than a business name and a phone number. In following months after ordering the cards I recieved several mailers from 3rd party companies to the address the business cards were mailed to. The reason I knew these came from vista print selling my information is that I used a SEPARATE NAME for my business on the mailing form to recieve the cards vs my business cards. Vista print was the only one who knew this business name I created on my failing address. They sold my information on a marketing list to anyone who wanted to buy it. Yet it was not my real business name, so I tracked all their spam mailings. I also recieved a few spam phone calls but cannot prove if the were from vista print as the were auto dialers. Vista print needs to offer a full disclosure before a customer purchses card that their information will be sold to 3rd party companies for marketing purposes! There should be a way to opt out of the mailing, calling, and e-mailing list if you want privacy on vista print! I even wonder if vista print is violating us privacy laws by not disclosing a list of your companies contact info is sold. many businesses don't know that is how they are on junk mail lists and calling lists, they hand out cards to everyone so its hard to track. If you put your card in the free lunch bucket at a restaurant, which I have never done this also put you on a list.

Desired Settlement: A Full disclosure of the selling of your private business information if its used for marketing purposes before you even create the cards on their templates. Also a way of opting out of the 3rd party marketing and any marketing from vista print. If this is not resolved someone should file a class action lawsuit against Vista Print because I believe they may be in violation of US law by not disclosing selling of information to 3rd party comapnies. I called the BBB and they are great. They are looking into the issue currently!

Business Response: Dear **** ***,


Thanks for contacting Vistaprint, where it's easy to make an impression for less.


We have reviewed your complaint on the Better Business Bureau Website.


We understand your frustration regarding the issue raised and we are very sorry about the experience you had.


At this time, we do not provide customers personal information to any third party for marketing purposes without the customers consent.


Please feel free to click on the link below, where you will be able to see the information that we provide on customer’s use of the website, and full disclosure on personal information entered on the VistaPrint Website.


***************************************************************************

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.


Thank you for choosing Vistaprint. 



Sincerely,



Intraday
Intraday Coordinator
###-###-####

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

Clearly written in the privacy statement it says you do sell to 3rd party vendors, apparently everything except my e-mail!! See statement below copied form your pricacy link!!

FULL DISCLOSURE OF THIS SHOULD BE MADE BY LAW BEFORE A PURCHASE IS MADE!! ALL CUSTOMERS SHOULD HAVE THE OPTION OF OPTING OUT OF ALL 3RD PARTY MARKETING BEFORE THE PAYMENT IS MADE.

YOU DO INDEED SELL MY INFORMATION AND IT DID HAPPEN IN THE PAST. PLEASE DO NOT LIE TO MY FACE IN WRITING!!

SEE BELOW AS COPIED FROM PRIVACY STATEMENT HIDDEN FROM MOST CONSUMERS MAKING PURCHASES FROM VISTA PRINT:

"Third Party Offers: We partner with third parties to provide you with products or services that may be of interest to you. When we do so,

-------"we may share, rent or sell your name, mailing address, phone number and information"----------

about your use of the Website and the types of products you have purchased or are interested in. We do not share, rent or sell your email address without your explicit consent". -vista print pracy notice

Regards,

**** ***

 

Business Response: Dear **** ****


Thanks for contacting Vistaprint, where it's easy to make an impression for less.


We have reviewed your complaint on the Better Business Bureau Website.


We understand your frustration regarding the issue raised and we are very sorry about the experience you had.


Please be advised that our Privacy Policy regarding Third Party states:


"Third Party Offers: We partner with third parties to provide you with products or services that may be of interest to you. When we do so, we may share, rent or sell your name, mailing address, phone number and information about your use of the Website and the types of products you have purchased or are interested in. We do not share, rent or sell your email address without your explicit consent.


From time to time, we may send you offers on behalf of third parties or promote such offers on our Website. We do not share any Personal Information with the third party, unless you accept the offer or request additional information about the offer. If you do accept a third party offer or request additional information, we may share Personal Information with the third party and they may collect other Personal Information directly from you. In addition, if you accept a co-branded offer presented by Vistaprint and another company, any Personal Information you provide will be collected by both Vistaprint and the third party. Once a third party has your Personal Information, it is governed by the third party’s privacy policy".


For full details on our Privacy Policy, please feel free to visit the link below.


http://www.vistaprint.com/customer-care/privacy-and-security.aspx?xnav=foot


If you would like us to remove you from our mailing list, please provide us with the email address that you have ordered from so we can check our system and remove you from this list.


We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.




Thank you for choosing Vistaprint. 



Sincerely,




Intraday
Intraday Coordinator
###-###-####

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

they are beating around the bush here. It says they don't sell your e-mail, but they do sell and rent your address and phone number and business name.

I am tired of this issue vista print is dishonest. If the better business bureau wants to protect its customers they will drop vista print!!


VISTA PRINT NEEDS A FULL DISCLOSURE OF THE SELLING AND RENTING OF YOUR INFORMATION , AND A WAY TO OPT OUT BEFORE YOU DESIGN A CARD ON THEIR WEBSITE AND BEFORE YOU MAKE A PURCHASE!!

I DO NOT WANT TO KEEP RESPONDING TO THEIR ONE WAY ANSWERS WHICH STATE EXACTLY WHAT THEY ARE DOING, WHICH IS DISHONEST AND VIOLATES CUSTOMERS PRIVACY!!

Regards,

Mike Dee

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/25/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My order for 500 business cards were placed on 4/14/2012 along with a business card holder and a few free business promos. The order was scheduled to arrive within 7 to 10 business days per the website. May 1st I had not received my paid order. I waited a few more days and still no business cards arrived. I sent an email to the Customer Service department on 5/3/12 inquiring about my oder. I did not receive a reply to my email so I phoned the company on 5/8/12 after reviewing my order online and seeing that I was logged as mailed out and dated to be received by 4/30/12. I was told they just received email when I spoke with them. I was also told by a representative (******* was the customer service supervisor name I was given). I tracked the order thru UPS and they told me that it was lost because they didn't have it. I phoned Vistaprint and informed them of all of the forementioned and they said they could send out another order within 3 days with out an additional cost to me. I explained to them this was my first time ever using the service and I was dissatisfied and that it cost me money and potential client loss because I use the cards for marketing. I explained that I ordered the cards in ample time to not run out of my existing but with the delay and non-receipt of my order I now do not have any business cards and that cost me potential clients and loss revenue. I asked to have the cards with a 50% discount and free shipping within 3 days and was informed that they couldn't accomodate me. I asked for a full refund and was advised that the entire cost would be refunded to my card. Upon review of my credit card statment I see that I was not refunded the cost of shipping (nearly $9) and was only refunded the cost of the product. I want the shipping cost refunded as I never received the product! Thank you.

Desired Settlement: Refund the shipping cost to my credit card.

Business Response: Dear ********* ********:

As per our telephone conversation, a refund was issued for your order in the full amount of $38.47.  For the inconvenience, we will be expediting a replacement order at no additional cost.  You may also access your order history by following
this link: http://www.vistaprint.com/vp/ns/my_account/order_history.aspx.

Please rest assured that this occurrence is not typical of Vistaprint and we are working hard to ensure that this does not occur again.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/21/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered notebooks from Vistaprint and paid 3 day quick delivery (shipping). The products were promised to be delivered by Thursday May 17. After not receiving the books (needed for Saturday), I called Vistaprint and asked about the order. *****, the sales associate said there was an issue with the printing but could not explain what the issue was. I told him I needed the books for an art show on Saturday and that I had never received an email saying there was a problem and that I would not receive my order in time. Today is Friday, and I am without books and without compensation for the money lost at the art show because I do not have the printed notebooks. Although they said they could refund the shipping, the bottom line is that I do not have the printed books to sell on Saturday. I spoke to a supervisor *****, and I suggested perhaps to add a few more book to the order to make up for the loss of not having the books for Saturday. I told her the extra books could at least be used at a different future venue and perhaps allow me to make up the money from not having the books at Saturday's art show. ***** said she could only give me a promotional offer for future orders. I told her I was afraid an order would be messed up again and that I would not be using Vistaprint again. When I am counting on merchandise for an art show sale, I need the business printing the products to be reliable and honest about delivery. Now, I do not have any notebooks to sell and will lose money as a result. When I asked ***** why I wasn't notified on Wednesday that my order would not make it on time, ***** responded that the company is working on that- currently Vistaprint does not notify there is an error on their part. If I would have been notified in time, I could have printed my merchandise with another company in time for my Saturday art show sale.

Desired Settlement: It was not professional for Vistaprint to make a mistake in my printing and not let me know in time. I could have received an email or phone call about their mistake but did not receive any notification. I will lose money because I do not have my merchandise. The customer service reps did not seem to care that they messed up and could not compensate me for the money lost. I will not be using Vistaprint in the future because I cannot rely on them to deliver on promised products. I will be receiving the original order, but then take my business elsewhere. I don't think this is a reliable company and the insensitivity of their associates needs to be addressed.

Business Response: Dear **** ***************:


Thanks for contacting Vistaprint, where it's easy to make an impression for less.


We have reviewed your complaint. Please accept our deepest apologies for the inconvenience that we have caused you.


We have gone ahead and processed a full refund for your order in the amount of $21.41. Your feedback regarding this issue is valued and will be passed on to the relevant department for further review.


Please rest assured that this occurrence is not typical of Vistaprint and we are working hard to ensure that this does not occur again.


Once more, we apologize for any inconvenience this may have caused, should you have any further concerns please contact us.



Thank you for choosing Vistaprint. 




Sincerely,



Intraday
Intraday Coordinator
###-###-####

Consumer Response:

I have reviewed the response submitted by the business and although I still don't believe Vistaprint fully understands the how important it is to meet deadlines and notify customers when a problem occurs.  As an artist, who sells his prints, the merchandise needs to be delivered in a timely manner and when promised.  There is a problem If I have a show where merchandise is going to be sold and cannot demand the needs of my customers because the printing company made a mistake.  In the future, I will not be using Vistaprint.

There was no compensation for the money I lost on Saturday because the printing company did not deliver.  I have determined that the response is a way to get customers from complaining but it does not resolve the fact that I did not get my merchandise or a few extra books to sell to make up the sales lost at a future venue.  I am very disappointed and will not suggest Vistaprint as a source for printing.  I will accept the refund which is really for the rush delivery that did not occur because of Vistaprint's mistake.

In the future, I sincerely hope Vistaprint changes policy to let customers know in a timely basis when an order cannot be fulfilled. It was admittedly their fault that the merchandise was not printed on time.  I would have never known if I hadn't called the day before my venue- that the books were not going to arrive on time.  That is what makes me upset.  If I had known, at least I could have gone to another printer and gotten my merchandise reprinted to have in time for my show.   This is in reference to complaint #*******.  

I appreciate the BBB for helping me to resolve these issues.  It is frustrating when a company has a great rating and does not deliver as promised.  Usually, I rely on the BBB to help me make decisions about what companies to use.

Regards,

**** ***************

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/18/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was told i was gonna get a check for $97.00 and some change Its been 3 weeks it DONT take this long to send a check out. You really trying to **** customers off. This is sad I havent recieved my refund yet.

Desired Settlement: I want my check processed ASAP

Business Response: Dear ****** *****:

We have researched your account and found that there was a delay in sending out your check. However, our payments team will be expediting a check in the amount of $97.18. You should receive your check early this week.  Please rest assured that this occurrence is not typical of Vistaprint and we are working hard to ensure that this does not occur again.  e apologize for any inconvenience this may have caused, should you have any further concerns please contact us.
Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Instead of returning credit up front on new order, the company allowed me to print my calendar for charity exhibit again. I need help with computer and poor eye sight but nowhere is there indication that the customer has credit due
and divulged later on the phone that Vistaprint had never returned credit due of $54 plus for 2 years. Mr ******** and co-worker ***** ****** tried to credit the wrong account. Not much money to people in USA but 50 basketballs
or a month’s rent in Cuba for people in need. Printed calendars damaged. Order #**************. $54.50

Desired Settlement: Send a check to the same address they had for 2 years. Money needs to be returned asap and up front for customers. I run a business as well for 50 years and keep records organized. I don’t sit by the phone or mailbox as I live in Cuba. I waited in USA for a phone call promised that never happened, i.e., the run around.

Business Response: Dear ****** * ******:

As per previous communications with Vistaprint, we will be sending a check in the amount of $54.68 to the address you provided.  This may take up to 2-3 weeks for you to receive the check.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/11/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my service with Vistaprint over one year ago. I called twice and got routed around to several departments both times and sat on hold for a very long time each time. A very painful, time-wasting experience. Both times I told them I wanted to cancel my service which they assured me they would take care of, which didn't happen. I attempted to call several times thereafter when I realized it wasn't cancelled and they were still charging a monthly fee and basically sat on hold (or ignore) and ultimately just hung up. I've also emailed them and gotten responses that I have to call to cancel services. It's a viscious, unsuccessful process! It's been very frustrating while at the same time being charged $12.95 each month for a service that was supposed to have been cancelled a year ago! Now, I am getting harrassing phone calls and emails from them because my debit card on paypal has expired so they cannot collect their money (which they shouldn't be collecting anyways)! I am intentionally not putting my updated debit card number on Paypal because I can't get them to stop taking my money!! I'm afraid they will send this to collections and I'm not sure what to do next. I cannot continue wasting my time sitting on hold with them! Please help! Thank you, ***** ****

Desired Settlement: I want my service cancelled and I would like to collect the $12.95 charges for the past year. Frankly, at this point, I don't even care if I collect anything, I just want them to discontinue erroneously charging me for a service I cancelled. I refuse to pay them any more money!

Business Response: Dear ***** ****:

We will be processing a refund in the form of a check in the amount of $116.73 for the Website charges.  Please note that it may take two to three weeks after processing to receive your check.  We apologize for any inconvenience this may
have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered two large car magnets off of the company and I wrote to about 4 different times about quality issues and one of the magnets being damaged...they asked me to send pictures and I did.

Desired Settlement: I would like to have the product replaced (Done the right way)

Business Response: Dear *** *****:


Thanks for contacting Vistaprint, where it's easy to make an impression for less.


We are expediting the replacement order at no additional cost to you for the Large Car Door Magnets that did not meet your expectations. 


Within an hour of receiving this email you may log into your Vistaprint account and go to ‘Order History’ to view the details of the reorder. 


You may also access your order history by following this link: http://www.vistaprint.com/vp/ns/my_account/order_history.aspx  


We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.




Thank you for choosing Vistaprint. 




Sincerely,




Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

****** ******** ******* * **** ******** *** ******** ********* ** *** ******** *** **** ********** **** *** ******** **** *** ******* ** ******* ** ****** ****** ******** ** ********* ** ********* * ********

They sent me an email and told me to make the changes to the magnets and then send them the order number..which I did and then they called me today and said they were going to email me a preview of the magnets...it is NOT what I ordered...they changed it back to the original-which was hard to read!

Regards,

*** *****

 

 

Business Response: Dear *** ******


Thanks for contacting Vistaprint, where it's easy to make an impression for less.


Please accept our sincere apology for the wrong Car Door Magnets being ordered.


This order which was done yesterday have already been shipped, which means you will receive them. Feel free to discard of these as a new set has been order for you today document ID# ***************. This new order should get to you within three business days and it’s at no cost to you.


Within an hour of receiving this email you may log into your Vistaprint account and go to ‘Order History’ to view the details of the reorder. 


You may also access your order history by following this link: http://www.vistaprint.com/vp/ns/my_account/order_history.aspx  


We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.



Thank you for choosing Vistaprint. 



Sincerely,



Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company is sending me spam.

Desired Settlement: I want this company to stop sending me spam.

Business Response: Dear ***** *****:


Thanks for contacting Vistaprint, where it's easy to make an impression for less.


In compliance with your request, we have updated your Vistaprint account information to reflect these changes.
 
Please be advised that you may receive one or two emails before these changes are implemented within our system.
 
At Vistaprint, we maintain high standards for privacy and email marketing, including the adherence to all legal and ethical standards for email marketing.
 
We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.




Thank you for choosing Vistaprint. 




Sincerely,




Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.
I would like to point out that their orignal email said they were spamming me because I subscribed to their email list.  I have never heard of this company before, they were obviously lying about my subscribing to their email list.
Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/3/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Mar 25, 2012 I ordered 25 bank checks for my new checking account in Texas. They charged me $12.07 for 14-day shipping (GUARANTEED) for merchandise that cost $4.47. I waited, and waited, and waited, finally after no checks arrived and my $16.54 transaction had cleared my checking account, I called their customer service. The lady never apologized for this inconvenience, even though she admitted they had forgotten about my order and it had never been processed. She resubmitted my order as I had her on the phone, and GUARANTEED me it would be here in 7 days OR LESS. Still NO CHECKS arrived. I then decided to cancel the order and I requested an immediate credit to my checking account for the full amount of $16.54. I then received an e-mail from them stating I had been given a $16.54 credit to be used to order other merchandise from Vistaprint! I have NO desire to do ANY more business with this shady company, I only want my money back. I told them if they did not refund my money I would be reporting them to the BBB. They then proceeded to ignore my e-mails. I would like my money back ASAP please, and will not do business with this company again. They have terrible customer service and they do not know how to run a mail order business. They should not be in business at all in my opinion! Thank you!

Desired Settlement: I would like my $16.54 credited back to my debit/checking account ASAP please. Thank you.

Business Response: Dear ******* ** *******:

We will be processing a refund to your credit card in the amount of $16.54 for your order.  Please note that it may take one to two billing cycles to reflect on your credit card statement.  Please rest assured that this occurrence is not typical of Vistaprint and we are working hard to ensure that this does not occur again.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint.

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.   Thank you very much, I appreciate the prompt action on your part!



BBB's Final Determination: Consumer accepted resolution offered by the business.

5/2/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a website through vistaprint. I was charged double each month.  They told me I was not. I made several calls, emails and faxes and received no reply from them.  No email, no calls.  I was finally able to prove the double charge through PayPal records.  They agreed to refund the charge.  They refunded 66% of the overcharges at that time.  Now another 4 calls later, I am still waiting for the other 33%

Desired Settlement: Refund the remaining overcharges and get an apology

Business Response: Dear ***** *****:

We have reviewed your complaint regarding Subscription charges.  We will be processing a full refund of $281.46. The refund will be processed in two separate payments. One payment being $93.82 which will go back to your Paypal account and may take 1-2 billing cycle to show on your bank statement.  The remainder of $187.64 will be issued in the form of a check that may take two to three weeks after processing to be received in the mail.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.  I AM CONCERNED ABOUT THEM ACTUALLY FOLLOWING THROUGH WITH THIS RESOLUTION.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/1/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I noticed a recurring charge on my credit card bill that stemmed from a purchase from Vistaprint online. They have great prices on products. Maybe this is why. I was "enrolled" and charged for services I never used nor agreed to called Businessmax. I am sure many people never catch the unauthorized recurring payment and Vistaprint is making MILLIONS off this scam. They have offered to refund my unauthorized charges so I don't have a financial complaint against Vistaprint or the "company" called Businessmax which is probably not a real company at all. But I have a moral complaint against Vistaprint. And apparently many people have had this happen because it can be found on complaint sites on the internet.

Desired Settlement: Morally they are obligated to do the following: Stop doing business with Businessmax immediately. Send emails and postcards to all existing customers alerting them they should check their credit card statements for unauthorized charges under the name Businessmax. Send me an apology and a check for $1000. for my aggravation and hours of time spent making the necessary arrangements, adjustments, phone calls etc.

Business Response: Dear *** ******:

We have reviewed your compliant on The Better Business Bureau.  Please be advised that we no longer do business with BusinessMax. BusinessMax was a third party offer which was made available to customers after placing an order on the website. The terms regarding this membership would have appeared immediately after the order was placed and we do apologized if you had inadvertently signed up for this program.  However, we have gone ahead and cancelled you from the BusinessMax program and you will be refunded for the charges.

We regret to inform you that we will not be able to compensate you for the time spent having to cancel this program.  For the inconvenience, we are issuing a Merchandise Credit of $33. This credit can be applied to a future order with Vistaprint. 
 
To use the Merchandise Credit: 
1.On the Billing Page, check the box next to the amount of the credit
2.Click on the Apply to Order button

The screen will refresh and you will see the total on the Billing Information page updated to reflect the Merchandise Credit. 

To view the status of any Merchandise Credit:
1.Log on to www.Vistaprint.com
2.Click on My Account 
3.Click on My Credits under the My Other Features section.

This credit is valid for 1 year from the date issued.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/28/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a customer with vistaprint for almost 10 years and i feel that sometimes i am getting ripped off because they run my credit card when they feel like it so they wind up taking more out monthly or every month and a
half to pay for my website "******* *************". if the money isn't available, they constantly run my card until it becomes available and takes it out when they feel it is convenient to them. I would like to at least have an
email notification or something of the sort to let me know when they are going to take it so i can make sure the money is available and won't be charged an overdraft fee from them withdrawing the money out of my account.

Desired Settlement: To go back and refund the double transactions that were taking out of my account and to email me when they are about to take their payments.

Business Response: Dear ****** ******:

As per our telephone conversation, we do not have an option to provide you with an email before we charge your account for the Website service.  Your credit/debit card will be billed monthly on the same date of the month the Website was ordered. 

Once our system makes an attempt to take the charge and its not successful, other attempts will be made to get the payment for the service in use. To prevent the action of making more than one attempt for payment, please ensure that the amount is present on the credit card on the due date.  However, your feedback is valued and will be passed on to the relevant department for further review.

We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/27/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased address labels and was charged nearly $28 for shipping. It was supposed to be shipped through UPS. I thought it was a bit excessive but didn't argue. Imagine my anger when the package was delivered by the post office!!!! I was charged nearly four times the price as this package only costs about $6 to mail from the post office. I have tried contacting the company who think there's nothing wrong in gouging their customers for shipping.

Desired Settlement: I don't see how they don't see an issue for charging nearly four times for shipping. I understand they have to make some profit but certainly not that much for one order. They claim they don't control what happens to the package once UPS gets it. Well, they are the ones who supposedly pay UPS so they can pretty much dictate how the package is handled. I want a refund for at least 1/2 of the shipping that I have been gouged for. It is extremely deceptive to tell me
a package is going to be sent through UPS only to have them just take it to the post office and charge me nearly four times the cost. OUTRAGEOUS!!!!!!!!

Business Response: Dear ******** ** ***,

Thanks for contacting Vistaprint, where it's easy to make an impression for less.  We have reviewed your order and found that you ordered ten different sets of return address labels. Shipping cost is determined by the items being ordered and the weight for the packages.  We do appreciate you letting us know that the shipping cost was too much, therefore wanted to let you know that we are currently in the process of reviewing our shipping cost for all products we offer.

We will go ahead and assist with your request of a refund for half the cost of shipping, in the amount of $13.78. This refund will be processed today and an email confirmation sent.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/26/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Please sign and mail your request along with any supporting documents such as copies of receipts, invoices, etc. to: *********** ******* ** *** **** ****** , ** ********** ***** ******** **** ************** The following is the Dispute Transaction Form. After filling out this form, you can submit using the button (s) at the bottom of the page. By using the "Print-Friendly Version" button to print and either mail or fax it using the contact information provided at the bottom of the form. Customer Name:**** * ****** Customer Address:**** R**** ****** ** ********* ** ***** *ome Phone:************ Work Phone: Transaction Amount:$3.99 Transaction Date:4/9/2012 Dispute Amount: $3.99 Merchant Name:VISTAPR*VistaPrint.com What was purchased? Nothing was purchased. Please describe your attempt to resolve this dispute with the merchant and how the merchandise you received was different from what was described in the space for additional information below. I didn't know anything about this until I checked my credit card online. By checking the check box, I hereby certified that all the information provided above are true and correct to the best of my ability. Important Information Please allow at least 3 business days to begin processing. Length of entire dispute/fraud process varies based on complexity of claim.

Desired Settlement: This is not the first time this company has fraudulently charged my credit card. The amounts are never large, but that is not the point. I ordered business items from them months ago. They say I am starting a website through them. they may want me to but I am disabled and to what extent I am not sure. I cannot work and soon will have no income, so why would I start a website when I do not even know how I am going to pay rent, food, or my phone bill. I am not some young kid racking up charges on my credit card. I filed bankruptcy after my husband passed and I have worked extremely hard to get a good credit score; with no income until my Worker's compensation payments start, I account for every single peeny I have. I am thankful that the BBB is here to keep businesses in line. If you need anymore information, my cell phone number is 785-917-0296. Thank you for your time. Sincerely, **** * ******

Business Response: Dear **** ******* ****** :

Thanks for contacting Vistaprint, where it's easy to make an impression for less.


As requested, we have cancelled your Local Search, which you may confirm by following the steps below.


1. Log on to www.vistaprint.com  
2. Click My Account then My Services 
3. In the horizontal navigation bar, click Account Information 
4. If there is more than one product, locate the correct product 
5. Click Details 
6. The Status will indicate Cancelled


Please note that the effective date for your Local Search cancellation was on April 26, 2012.


We will be processing a refund to your credit card in the amount of $9.77 for the Local Search Subscription charges. Your account will no longer be charged for this service.


Please note that it may take one to two billing cycles to reflect on your bank statement.


We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.


Thank you for choosing Vistaprint. 


Consumer Response: [:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #9005638.

Regards,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/21/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 03/19/2012 I ordered three (3) books of checks total including shipping $96.49.VistaPrint CHEUK **** ********** I used PAYPAL as a direct charge to my bank account. On 04/03/2012 I was charged again $96.49 thru Paypal for VistaPrint CHEUK **** **********. Also on 03/19/2012 there ware four (4) charges to my bank account totaling $142.00 for "Fandango CA". I suspect this is connected to VistaPrint

Desired Settlement: They should refund all monies.

Business Response: Dear ***** W. ****:

As per our telephone conversation, you advised us that you had cancelled this complaint on Better Business Bureau and you no longer needed assistance from Vistaprint.


We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.


Thank you for choosing Vistaprint. 



Sincerely,




Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Advertised free shipping "Free shipping with 250 premium business cards (limit 1 per customer; shipping applies to additional products)" All I ordered was the business cards only! at Check-out it attempted to charge for shipping. I called the help desk. They told me that i had to buy something else. Very uncooperative on the phone. Petty arguing. ****** the supervisor agreed that the shipping said it was free. But insisted they weren't going to give it.

Desired Settlement: Don't Charge for shipping. VERY REAL white crime computer con-game going on. Must stop!

Business Response: Dear ******* ******** :

As per our conversation, we are having technical issues with the offer you received for free shipping on your Business Cards.  We have gone ahead and reported this issue to our technical team for further review.

For the inconvenience, we have process a free order for your Business Cards.  Within an hour of receiving this email you may log into your Vistaprint account and go to ‘Order History’ to view the details of the reorder.  You may also access your order history by following this link: http://www.vistaprint.ca/vp/ns/my_account/order_history.aspx.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/13/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: cross border DR Complaint from Japan ***--re-opened as attempts to contact customer service directly for resolution failed. A Japanese consumer, who already had experience using Vistaprint service, remitted 1,499 JPY for card printing service to the old “Vistaprint” bank account on November 10, 2011. The shop very often changes its specified banking account, and the consumer could not recognize the change of the banking account. Also, he could not receive the ordered goods because the shop did not receive the money from him. To talk to the shop, he emailed and called the trader’s consumer support center a lot of times, but there was no response, and nobody answered the call. He does no longer want to order with VistaPrint, and he wants to cancel his order and have a refund.

Desired Settlement: customer seeks refund of $20

Business Response: Dear ******** ****:

We made attempts to contact the customer via the number provided on The Better Business Bureau website, however, we were unsuccessful.  We left a voice mail for *** ***** at the council of Better Business Bureau with the contact number and email address for our Japanese customer support centre, which should be provided to the customer.

For references, please see contact number and email address for our Japanese customer support centre: ************* or email customerservice@vistaprint.jp.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  The consumer has attempted to contact Vista Print at the email
address/phone numbers for Japanese support without success.  This was relayed in the initial claim and the business response was to try again.  The business should work with their colleagues to resolve the complaint. 

 

Business Response: Dear ******** ****:

We are unable to locate an account for you.  If you registered using another email address, please provide us with it. We are also able to search for accounts using an account number or an order number.  We apologize for the inconvenience and look forward to assisting you once you have provided us with the information requested.  You may forward the information to customerrelations@vistaprint.com.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  The order number was supplied with the filing of the complaint.  see below

- Order number: ***************
- Customer name: ******** ****


 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/13/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Cross Border DR complaint *** --referred consumer to vista print customer service but the consumer claims there is not response A Japanese consumer ordered business cards at online store VistaPrint in November 2011. When she has finished entering her credit card number, she clicked on an advertisement by mistake, and it was added to her order. There was no means to cancel on the site. So she called to the customer support the next day, but the shop said “too late for cancellation, because the printing has already been started.”

Desired Settlement: refund of 42$

Business Response: Dear **** ******** :

We made attempts to contact the customer via the number provided on The Better Business Bureau website, however, we were unsuccessful.  We left a voice mail for *** ***** at the Council of Better Business Bureau with the contact number and email address for our Japanese customer support centre, which should be provided to the customer.  For references, please see contact number and email address for our Japanese customer support centre: 
************* or email customerservice@vistaprint.jp.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaintThe consumer has attempted to contact Vista Print at the email address/phone numbers for Japanese support without success.  This was relayed in the initial claim and the business response was to try again.  The business should work with their colleagues to resolve the complaint. 

 

Business Response: Dear **** ********:

We are unable to locate an account for you.  If you registered using another email address, please provide us with it. We are also able to search for accounts using an account number or an order number.  We apologize for the inconvenience and look forward to assisting you once you have provided us with the information requested.  You may forward the information to customerrelations@vistaprint.com.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint

The order number was included in complaint filing and it is:
- Order number: ***************
- Customer name: **** ********



 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/12/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been ordering with this company since October 2011 for my group. ALLL I mean ALLL my products come in trashy and not printed to a standard that was acceptable when email and contacted they ALWAYS offer a reprint of stuff they did wrong. Then when I get the reprint its still the same then they wanna offer another reprint.  Maybe I just want m money back ever thought about that?!?!  The products they print is an unprofessional quality and they tell me pick a new template and order every product that I have ever ordered from the past. I did so and they still come in crappy. I just want all my money back This company is not good and I'm so sick of the reps who don't understand you or you can't understand.  AND REALLY THEIR CALL CENTER IS IN JAMAICA!!!!  Whyyyy is it there - no wonder no one ever understands me half the time -_- Then recently I was asked to purchase a vertical banner which I did so and that I would receive a free banner stand with it.  I never received this stand at all but Adhesive Stickies for the banner. And their banners don't even have holes so you have to ruin your banner and put a hole in yourself.  If i was offered a free banner stand I better get it.  I just want my money back all $100 and more I don't recommend this company to anyone.

Desired Settlement: Get all my products reprinted and Get my banner stand or a refund. If i was offered a free banner stand I better get it. I just want my money back all $100 and more I don't recommend this company to anyone.

Business Response: Dear ****** ***** :

We have reviewed your complaint on Better Business Bureau.  We are issuing a full refund in the form of a check in the amount of $97.18 for the items that did not meet your expectations. 

In an effort to research the cause of this problem, please mail 2-3 samples of the documents that you received from Vistaprint.  This will assist us in determining what may have happened during the processing of your order.  Please send your sample to the address below along with a brief description of the problem:

Quality Samples
Vistaprint
95 Hayden Avenue
Lexington MA 02421

In reviewing your Banner order, we have found that the free Banner stand was not selected.  Please feel free to place the order on line for the Banner stand.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/12/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a website and blog page with Vista Print.  I had a thirty day free trial.  During the free trial I canceled due to the fact that I felt like the online traffic would be there for a new business and I was not happy with the templates.   On my account it shows where I canceled my account on March 19th 2012.  Four days ago I checked my paypal account and Vista Print had taken $19.97 from my account for the website, that was already canceled.  I spoke to them on several occasions, and all I am getting is the run around.  I emailed them my statement from paypal showing where the charge was as they requested and that was on April 5th. I have heard nothing from them and when i called yesterday, the customer service rep informed me she could not find my account.  My account number is: ***xxx-xx-xxxx

Desired Settlement: I just want my 19.97 refunded back into my paypal account.

Business Response: Dear ****** ******:

We will be processing a refund in the form of a check in the amount of $19.97 for the Website charge.  Please note that it may take two to three weeks after processing to receive your check.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.



BBB's Final Determination: Consumer accepted resolution offered by the business.

4/11/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I been a loyal customer with Vistaprint and on 04/10/2012 @ 10:AM I order 1000/Bisuness Cards for $24.99 and they give me a FREE 250/Bisuness Cards also the shipping is $9.82 making the whole total of $34.81. After making this order I check the order with my bank and Vistaprint had added other orders to this bill to debit money out of my bank account totalling $64.98 A differents of $30.17 US. Dollars.

Desired Settlement: For Vistaprint to Refund-Cash and Up-Date there computer system, also send this Bisuness a apology letter of consern.

Business Response: Dear ******* ********:

We have reviewed your account and found that you placed two orders in error.  We have gone ahead and cancelled the order *************** for $30.17.  We will be processing a refund to your credit card in the amount of $30.17 for the order.
Please note that it may take one to two billing cycles to reflect on your credit card statement.

We apologize for any problems you may have encountered.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.


BBB's Final Determination: Consumer accepted resolution offered by the business.

4/10/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought once from vistaprint I did not sign up to get emails every day, they have a unsubscribe button but theirs no where to unsubscribe very deceiving no other company could I NOT unsubscribe. I'm sick of their spam i know who they are I will call them if I need something just stop the emails. They do this ON PURPOSE they need to stop if someone doesn't want email they have that right.  When you hit the unsubscribe it takes you to sign up or sign in that's
**** I just want the emails to stop PLEASE

Desired Settlement: JUST STOP EMAILS to ***********@gmail.com

Business Response: Dear ****** ***** :

In compliance with your request to be removed from our email list, we have updated your Vistaprint account information to reflect these changes.  Please be advised that you may receive one or two emails before these changes are implemented within our system.
 
At Vistaprint, we maintain high standards for privacy and email marketing, including the adherence to all legal and ethical standards for email marketing.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They sent me an e-mail with a premium offer for business cards and it shows details for adding Color Back Side $12.99 without noting that the costs only pertain to quantities of 250. They list various quantities on the left side of the web page. http://www.vistaprint.com/business-cards.aspx?xnav=TsrItem They charged me $15.99 for Color Back Side for 500 quantity without any notice until I checked out. I called and the operator said she would tell her supervisor. my order number is ***************

Desired Settlement: Have them change their web page. Thank you ****** *****

Business Response: Dear ****** *****:

While we do understand your concerns regarding the pricing for the colour backside on your Business Cards, please be advised that pricing for any upgrade on our products will increase according to the quantity.  However, we will be processing a refund to your credit card in the amount of $3 for your order.  Please note that it may take one to two billing cycles to reflect on your credit card statement.

Your feedback is valued and will be passed on to the relevant department for further review.  We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.  Thank you for choosing Vistaprint. 

Sincerely,
Intraday
Intraday Coordinator
1-800-961-2075

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/3/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a lawn sign and stand for my business from this company. Over the time I have owned them, I have had to replace the stand several times due to it's cheap flimsy quality. The legs easily break, a fact I have brought to their attention several times. In fact, I have had to purchase replacements several times due to this poor quality. My current stand just broke AGAIN, and this company is trying to charge me $11 for shipping, more than THREE TIMES the cost of the item to replace it. What they do is, lowball price their items, and then make it up with ridiculous shipping charges on the back end

Desired Settlement: I am requesting a replacement stand at a reasonable cost. I don't mind having to pay for the item, but their ridiculous shipping costs are a ripoff, plain and simple

Business Response: Dear ***** **********:


Thanks for contacting Vistaprint, where it's easy to make an impression for less.


While we do understand your concerns regarding the quality of our Lawn Sign Stand, unfortunately, at this time we do not offer a higher quality. 


The additional cost is shipping and processing which we cannot change currently. However, your feedback is valued and will be sent to our production team for further review.


We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.



Thank you for choosing Vistaprint. 



Sincerely,


******** ******** Coordinator
**************

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

This was the same useless canned response they sent me, verbatim, and is UNACCEPTABLE. The company is in Lexington, it's not my fault, but theirs they choose to go to Canada to find their cheap products.  It doesn't cost $11 to ship a 4 oz piece of tin. This is blatant profiteering off their customers. They sell cheap garbage, lowball prices and try and make it up by gouging consumers with their ridiculous shipping charges. It is fraud, and poor business practices

Regards,

***** **********

 

 

Business Response: Dear ***** ********** :


While we do understand your concerns regarding the quality and the shipping cost of our Lawn Sign Stand, unfortunately, at this time we do not offer a higher quality nor can the shipping price be adjusted at this time.


Your feedback is valued and will be passed on to the relevant department for further review.


We apologize for any inconvenience this may have caused, should you have any further concerns please contact us.


Thank you for choosing Vistaprint. 


Sincerely,



******** ******** *********** **************

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

Sorry, I don't accept the same useless canned response. UNACCEPTABLE. And indicative of your poor customer service.

Regards,

***** **********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/3/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: hello, ive purchased the service for business card printing (later BC) from Vistaprint (later business) local store; they offered a tool to where i could upload my file for printing, ive followed their directive as per file resolution (300dpi) and size. The online tool showed me howe the final product would look like once received. Needless to say i received an horrible quality product instead, contacted multiple times they initially asked me to scan the product to check the quality, this produced a false result of the effective item quality since the scan light and zoom have produced a wrong not life-like picture. On second contact they said my file was poor quality, on the last try they produced a proot in PDF showing how the final product would look like, the PDF was instead generated from a digital picture, it is not the real printed image. I asked to send them a sample of the BCs i received to verify they looks darked, unreadable and totally different from the picture ive uploaded but i received no respose, im yet awaiting for their call but nothing. The order ID is *************** the order was collected by their localized website at http://****************** ive to add that it is nearly impossible to talk with a support representative that fully understand what im trying to explain as nobody seems to speak italian yet they provide a local number

Desired Settlement: i therefore ask for a full refund, plus a 500 EUR forfait for the loss of time, frustration and moral troubles they caused. I would let BBB decide if to partially compensate my request due to business cooperation in resolving this matter. I cant ask only the refund for the product, i would have accepted a full refund on first instance, not after nearly a month of troubles, delay and frustration. It would be too easy for the business to accept a full refund only when BBB is contacted. Im willing to ship BC proof to both BBB or business for further analysis along with a color printed (homemade) result, so that you can verify the poor quality of the BCs i received. best regards,

Business Response: Dear ******* ****** *********

We sincerely apologize for the inconvenience you have been facing.


Due to the language barrier in your previous correspondence we have alerted a point of contact who speaks your language to reach out to you as soon as possible in order to get the matter resolved.


Again, we apologize for any inconvenience this may have caused. Should you have any further concerns please contact us.


Thank you for choosing VistaPrint. 




Sincerely,


********


******** Coordinator


**************

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

I would outline that the 'language barrier' was caused by the business by emplying people that actually does not speak my language correctly or pretend that they do not understand. Also asking my a scan of the business card to determine the print quality is pointless, the business well know that a piece of paper  will not looks life-like when under a scan, because of the light the scan uses to work, because the zoom it may apply and the extra resolution that will make the resulting picture useless. This said, asking for a scan and moreover this saying based on that picture that the print is ok is preposterous, business should have at least asked a live sample of what i got; quality standards should require the business to keep a sample of the cards BEFORE printing so that it is possible to quickly check a life-like sample. Secondly to this the business provided me with a PDF file as 'proof of quality' this PDF file is just the same JPG file that i have uploaded and it looks perfect, it cannot be considered a proof of quality of the resulting work]

Regards,

******* ********

 

 

Business Response: Dear ******* ****** *********


As stated on our website, the proof is not a blue line (a printed sample), but is a printable .pdf (Adobe Acrobat) version of your docu