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This business offers imprinted promotional products, such as calendars, pens, and apparel.
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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 13 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 12 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||12|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||5|
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. As of 11/27/2013.
Alternate Business NamesGO Promos Holland USA
166 Wallins Corners Rd
Amsterdam, NY 12010 Directions
PO Box 580
Amsterdam, NY 12010
PO Box 701
Amsterdam, NY 12010
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BBB Complaint Process
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Additional Phone Numbers
- (518) 842-6000(Phone)
- (800) 523-9909(Phone)
- (800) 842-6006(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
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: I attempted to order calendars for my smalll business and was told the offer had free shipping. After I put my offer in it added 34.00 free shipping. What up ? This is dishonest if not fraud. Please advise why do you say free shipping and then 33. dollars and change. I will use another company now .Thi is so wrong. I have done business with this company and they messed up the order but they fixed it but they will not even give me ear for this
Desired Settlement: The free shipping offer or at least a better deal this is media mail for Gods sake about 1/4 regular mail. There is a real issue here.
Business Response: September 30, 2015 Better Business Bureau 100 Bryant Woods South Amherst, NY 14228 Re: ****** ** ********* Case # ******** Dear *****: I would like to respond to the complaint filed by ****** ** ******** in regards to Advertising Issues. Ms. ******** complained she wasn't honored free shipping as advertised on our website. An order of calendars was entered via our website by Ms. ******** on 9/29/2015 at a sale price of .99 each using a special coupon code. We are also advertising a separate offer of free shipping with a separate coupon code. I would also like to note that it is stated in our advertising we only allow one coupon per offer. Ms. ******** has been contacted and we are honoring both offers of sale pricing and free shipping. We are committed to 100% Customer Satisfaction. It is with this policy in mind that immediate action was taken for ****** *. ********. Sincerely, Christine N Voice of the Customer Amsterdam
Read Complaint Details
Complaint: I ordered pens through this company for promotion. They said 99 cents per pen with free shipping. I sent in check with that amount and two months later get bill I owe 57.00 for set up fee. Since that I have gotten same advertisement from them same price no small print of any more amount of money. They have turned in the amount of extra payment to a collection agency. I have spoken to collection agency twice to this date tried to call Amsterdam Printing and get disconnected 10 times. Collection agency has contacted them twice and they have not replied to collection agency either. When I talked to the collection agency today the Lady named Jessica and the other named Tapeka said she would get back to me but also said I haven't got time to talk to u any more Mamm.
Desired Settlement: Settled and no more contact from Amsterdam or collection agency because they seem shady also. We get calls from collection agency three times weekly collection agency # ###-###-####. Amsterdam Printing ####-###-####
Business Response: I would like to respond to the complaint filed by ***** ** ******* in regards to Advertising Issues. Mr. ******* complained about an outstanding debt of $57.00 with Amsterdam. An order of pens were produced and shipped to Mr. ******* at an advertised price of .99 each . Mr. ******* sent a check in advance, along with a mailed in order to cover the cost of the product only. The check excluded extra charges to cover set-up charges and S&H. Mr. ******* stated the offer he took advantage of advertised free shipping. On 4/23, Mr. ******* spoke with an agent at Amsterdam concerning an invoice he received for the extra charges. The original mailed in order was located to advise Mr. ******* that there was no offer of free shipping advertised. All the extra charges Mr. ******* received an invoice for were mentioned in the mailing he received. Mr. ******* has been contacted and we have credited the extra charges he is disputing. The collection agency has also been contacted and updated to not contact Mr. ******* any further regarding this issue. We are committed to 100% Customer Satisfaction. It is with this policy in mind that immediate action was taken for Mr. *******. Sincerely, Christine N. Voice of the Customer
|7/15/2015||Problems with Product/Service | Complaint Details Unavailable|
Read Complaint Details
Complaint: In the mail we received a flyer to place a re-order of the purchase that we made a few months previous for 50 customized flash drives. We were very happy with the quality of the product that we received previously, so we went ahead and placed the re-order. On the re-order form there was a pre-printed price of $327.50 for 50 flash drives. The form had a picture of our logo to print, the price, and address of where to mail the check. We placed our order and were happy to quickly receive the shipment. AFTER our order had been delivered, we received an invoice from Amsterdam Printing for $83.15. When we inquired today about the second charge, we were informed that the additional charge was a setup fee and shipping. The advertisement that received was a bait and switch technique to get us to place the order, pay for it upfront, and then charge us an additional fee after we received the item. We were never contacted or notified about the additional fee until AFTER we already received the order.
Desired Settlement: The entire price of the order should have been printed on the advertisement. If there is ever any additional fees that Amsterdam Printing believes a customer should pay after the customer has submitted the originally agreed upon payment amount, Amsterdam Printing should contact the customer to get the customer's approval BEFORE the order is shipped out. At no time ever should a customer be charged an additional fee after delivery of the shipment without any prior communication or acceptance of those additoinal charges. We expect the $83.15 charge to be dropped from our bill and Amsterdam Printing to change their marketing practice to notify customers of the full price of orders upfront and not bill customers later for fees that were never discussed or agreed upon.
Business Response: I would like to respond to the complaint filed by ******* ******. The complaint involved receiving an additional invoice to cover S&H and set-up charges that were not included in her original payment. I was able to locate the original order and verified the extra charges in question were noted and would be applied. After speaking with *******, we are agreeing to waive the $83.15 as she is requesting. The set-up charge is a standard charge in our business and S&H will always occur. I have advised ******* any future orders are subject to set-up charges and S&H. ******* was also unhappy there wasn't adequate communication from us that her pre-payment would not be enough for the completed order. We will review our internal procedure for entering mail orders with pre-payments enclosed. Our goal is to achieve 100% Customer Satisfaction. It is with this policy in mind that action was taken immediately for *******. Sincerely, ********* *********
Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Regards, ******* ******
Read Complaint Details
Complaint: I ordered 50 pens for a total charge of $91.52 and was called within a half hour and told I could order a hundred pens for a total cost of $120.76. My account was charged and additional $57.51. I have tried calling but am put on hold without anyone picking up.
Desired Settlement: I want the adjustment made to my account of $28.27.
Business Response: I have been in contact with ***** ***** and this issue has been resolved to our customer's satisfaction as of today's date, 3/19/15, date we received complaint from BBB. We did not credit Ms. ***** the $28.27 she originally requested as this was incorrect. We did credit Ms. *****, with her approval, the amount of $9.56. Ms. ***** was satisfied that the complaint was rectified in a precise and timely manner. Thank you, ******* ********* Executive Assistant
Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Pleased with the quick response time and very satisfied with results. Thank you Regards, ***** *****
Problems with Product/Service
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Complaint: I purchased pens form Amsterdam and they imprinted my logo over what appears to be an already existing logo. I called them to try to sort it out, but the person in charge said that I would have to sort through all the pens and send back the defective ones. At first i thought it was only a few, but to my surprise over 100 of my pens have the same issue. I am upset at the fact that the pens were recycled and that they passed quality control for a supposed reputable company. This is unfair for the consumer and if this was a means to recycle than Amsterdam should notify the consumer instead of letting them wait and get surprised with a sub par product. I expect a full refund for this and I agree to never do business with this company. I am sure I'm not the only consumer to go through this.
Desired Settlement: I would like a full refund. If they want the pens back than the company can send me the return box with full paid postage and i will mail all faulty pens back. Also, I would like the company to make it a standard to let the consumers know that they're recycling their pens to reduce cost. It's only fair. It should be the consumers choice to choose a refurbished pen at a discount vs. purchasing a new product. This is basic business ethics 101. Thank you for your consideration in this matter.
Business Response: I would like to respond to Mr. ******'s complaint regarding product issues. I have been in contact with Mr. ****** and he has accepted our resolution of replacing the poor quality order at no extra cost. We are also having the order returned back to Amsterdam at no extra cost to our customer. 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 Mr. ******. Sincerely, ********* ********* VOC Amsterdam
Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Regards, ***** *******
Problems with Product/Service
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Complaint: On September 18, 2014, my business received four (4) identical sales catalogs from Amsterdam Printing, all addressed to ******* ********. I've requested that our company name be removed from their mailing list on several occasions, and I'm still receiving multiple UNWANTED mailings from this company. I want this stopped now!
Desired Settlement: To never receive another piece of mail from Amsterdam Printing.
Business Response: I would like to respond to Mr. ******'s complaint regarding Service Issues. I have been in contact with Mr. ****** and advised him that Amsterdam has taken the necessary steps to prevent any future mailings. 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 today for ** ******. Sincerely, ********* ********* VOC Amsterdam
Problems with Product/Service
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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. ****
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