BBB Accredited Business since
Phone: (800) 833-6231 Fax: (518) 843-5204 View Additional Phone Numbers 166 Wallins Corners Rd, Amsterdam, NY 12010 ! There is an alert on Amsterdam Printing Company !
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This business offers imprinted promotional products, such as calendars, pens, and apparel.
Request a Quote
A BBB Accredited Business since
BBB has determined that Amsterdam Printing Company 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.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Amsterdam Printing Company include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 11 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||11|
Type of Entity
Business ManagementMr. Tim Broadhead, President Ms. Mallory Richstone, Complaint Contact
PROMOTIONAL PRODUCTS ADVERTISING SPECIALTIES PRINTERS NON-WEARABLE PROMOTIONAL PRODUCTS
Method(s) of PaymentCredit Cards (VISA, MasterCard, American Express & Discover), Check, Purchase Order, and Bill Me (pending credit appr.)
Refund and Exchange PolicyThe company states that it unconditionally guarantees the products and services it offers. It will replace, credit, or refund a customer orders up to 365 days after receiving shipment.
166 Wallins Corners Rd
Amsterdam, NY 12010 Directions
PO Box 580
Amsterdam, NY 12010
PO Box 701
Amsterdam, NY 12010
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known significant government actions involving business' marketplace conduct.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (518) 842-6000(Phone)
The BBB has received information that another company is using the phone number for Amsterdam Printing in their advertisements. Amsterdam Printing is in no way associated with Pro Secure 2012 and does not offer any antivirus software.
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: When I contacted the Customer Service Ordering Dept. to place the order they were not able to provide me the discounted price as quoted in the advertisement. The representative informed me that she would correct the price and send me the updated pricing. I informed the representative that before the order could be placed, I must approve the pricing. I called back to customer service to verify the pricing and the representative informed me that the product had already been printed and was shipped. I informed the representative that the order was not approved to print. Since the order has arrived, I have reviewed the product and many of the items are printed on both sides and should only be printed on the top. Many of the disks are printed off center. I have contacted the company on many occasions and no returned phone calls. They have responded that they will call me on twitter and no response.
Desired Settlement: I am requesting a billing adjustment in the amount of $250.00 for the poor printing quality and for the fact that when I placed the order I explained the promotional amount that was budgeted for this order was $300.00.
We have received notice of Mr. *******'s complaint regarding his customer service issue. We have spoken with Mr. ******* and have agreed to credit him the full purchase price of $584.92 instead of the disputed amount of $250.00. The credit has been issued. Mr. ******* was thankful for the resolution as we are for the opportunity to prove to Mr. ******* he is truly a valued customer. Amsterdam offers a 100% Customer Satisfaction Guarantee.
It is with this policy in mind that we immediately took this action for Mr. *******.
###-###-####, ext. ****
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Read Complaint Details
Complaint: company advertises products at a given price, and also offers 20% discount on advertised prices. However, then the company adds on additional fees for "handling" thus creating a higher cost than the advertised price or discounted price per unit. This excess charge is NOT a shipping charge, since I opted to have the shipping of the product billed to our own shipping account with UPS. Additionally, when I asked the sales agent ******* how much was the final cost billed to my company credit card, I was told the total amount would be 111.54. However when I get the invoice I am billed 120.75 with the additional 9.21 added to the order as a shipping charge, AND my companies' own UPS account was ALSO billed shipping charges for the Order. Thus DOUBLE charging for the shipping charges. see order # *******. When I asked ******* again before finalizing the order what the final cost billed was he only told me the 111.54 amount. ******* required credit card # be given to him BEFORE he would give me the final billed cost of 111.54 amount. There is NO special printing or press layout for the standard off the shelf item ordered so no additional set up charge should have been charged.
Desired Settlement: want the company to advertise thier actual product cost they are charging and not add on additional handling charges for thier overhead or whatever the charged shipping handling costs are billed for, and refund the ship/hand. charges the company has charged me. Companies deceptive practices are not right to add additional shipping charges than are billed by the UPS shipper on our companies own shipping account, since UPS would not be billing Amsterdam for shipping our order. Additional added on costs after the order is placed causes me to be unable to compare other companies products - prices. Thus appearing to falsely represent thier product sales costs.
This is in response to a complaint filed by **** ***** regarding a recent order experience. The complaint referenced placing an order with Amsterdam Printing for Deluxe monthly planners with the assumption he would not be charged a handling fee. **** did provide a UPS for shipping but we do charge a handling fee to package the product out. This is a standard procedure in the business industry. Since this information was not relayed to ****, we will waive the handling fee and credit the amount of $9.21 to his account. Going forward, any orders placed with Amsterdam Printing will incur a handling fee. It is Amsterdam's goal to achieve 100% Customer Satisfaction with our customers. It is with this policy in mind that action was taken immediately for **** *****.
Quality Assurance Manager
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint I* *******, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As a follow-up to my filed complaint, Amsterdam has contacted me regarding their overbilling practice of adding a "handling" charge to my order when I had them ship my order through my own UPS Account instead of billing it to me on my order. Amsterdam elected to return the overcharged "handling" charge to me that they had charged me prompting my BBB Complaint to your Office. As of today, I have not yet seen the credit they promised me on the phone the other day.
However, the issue of my original BBB Complaint remains that Amsterdam refuses to change their prices to reflect the "handling" charges they assess each customer as a % of their order costs, even when the item ordered is an "off the shelf" item and no printing is needed on the item.
Amsterdam fails to disclose that their "handling" charge is in addition to and separate from the "shipping" charges. This is not properly disclosed in their sales catalogs either.
Another aspect of their misleading advertisement is they promise me the low "special" price I am to get on the item, and yet as I placed my order, they did not want to honor the "special" prices or order total they advertised in their catalog. I did call them back on this as well, and before the item was shipped, they corrected the "special" price advertised in their sales catalog they sent to me for me to receive. I had call back to speak with a manager there, rather than their sales rep allowing me to have the advertised special price for the item advertised.
We have received notice of Mr. *****'s response to our resolution in regards to his most recent complaint. Please see below explanations to address Mr. *****'s concerns.
"As a follow-up to my filed complaint. Amsterdam has contacted me regarding their overbilling practice of adding a "handling" charge to my order when I had them ship my order through my own UPS Account instead of billing it to me on my order. Amsterdam elected to return the overcharged "handling" charge to me that they had charged me prompting my BBB Complaint to your Office. As of today, I have not yet seen the credit they promised me on the phone the other day."- It has been verified through our Credit Department that the charge was reversed back to his credit card on 6/19/13.
"However, the issue of my original BBB Complaint remains that Amsterdam refuses to change their prices to reflect the "handling" charges they assess each customer as a % of their order costs, even when the item ordered is an "off the shelf item and no printing is needed on the item." - Shipping & handling charges are extra on every order as is stated in our marketing material. An "off the shelf" item that does not require imprinting will not be assessed a "set-up" fee but will still have shipping and handling charges added to the cost of the item.
"Amsterdam fails to disclose that their "handling" charge is in addition to and separate from the "shipping" charges. This is not properly disclosed in their sales catalogs either." - S&H charges are disclosed in all of Amsterdam's advertising materials as well as our website. I have enclosed a copy of the offer Mr. ***** received highlighting the S&H disclosure.
"Another aspect of their misleading advertisement is they promise me the low "special" price I am to get on the item, and yet as I placed my order, they did not want to honor the "special" prices or order total they advertised in their catalog. I did call them back on this as well, and before the item was shipped, they corrected the "special" price advertised in their sales catalog they sent to me for me to receive. I had call back to speak with a manager there, rather than their sales rep allowing me to have the advertised special price for the item advertised." - This transactional call was reviewed. Mr. ***** had two coupon codes. One was for a 20% discount and another for a free gift on orders over $100.00. Our policy is one offer per customer order, coupon codes cannot be combined. Our agent explained our policy to Mr. *****. Mr. ***** decided to use the 20% discount offer. Mr. ***** did call back to express his dissatisfaction with not receiving a free gift, which was the coupon code he decided not to use. To satisfy him, on that date we approved to ship the free gift even though he did not qualify.
We feel we have resolved this issue to the best of our ability.
1) We have credited the handling charge on the order in question. Mr. ***** has been a customer of Amsterdam since 2008 and has always been charges a handling fee on every order.
2) We have explained that a handling charge is applied to all marketing materials, not just imprinted items. S&H fees are a combination of the charges required to pay for shipping a product and the labor involved in preparing those items for shipping. Mr. ***** supplied his own shipper account information and he was not charged for shipping. However, he would still be accessed a handling charge.
3) We have provided the offer Mr. ***** received as proof of disclosing our S&H charges, (see copy enclosed)
4) We reviewed the customer's transaction and the agent explained to Mr. ***** that offers cannot be combined. We gave Mr. ***** the choice of which offer he wanted to take advantage of. He chose the 20% discount code. We did satisfy Mr. ***** after he called back and authorized a free gift to be shipped even though the offer he chose to use did not offer a free gift..
Please don't hesitate to contact me with any additional questions. I look forward to your reply.
Voice of the Consumer
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.
|10/31/2012||Problems with Product/Service|
|10/9/2012||Problems with Product/Service|
|11/13/2011||Problems with Product/Service|
|5/7/2011||Problems with Product/Service|