Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order 75 new years cards to send to friends and family. The order was missing 37 cards. Ive had to reach out to the business repeatedly to get a partial refund and have the missing cards expedited and I have not felt any responsibility taken / empathy from the team to rectify the situation in an appropriate manner. I asked for a solution on Dec 31 - still no cards. For whatever reason, they refuse to do a rush print and overnight ship. We are now on our second shipment (first was delayed / lost due to weather) which is not scheduled to arrive until Jan 14th. I find this wholly unacceptable.

  Business Response

  Date: 02/06/2025

  Dear Valued Customer and ********************,

  Please note that we had considered this matter resolved and I am so sorry this is still showing as unresponsive.  Upon receiving this complaint today, I noted that the delivery of the missing cards was sent via next day air and arrived to the customer on January 10th.  The order was upgraded to a faster shipping method.  I also noted that there was still a payment on the card order that had not been refunded in the amount of $41.11.  Due to the difficulty the customer encountered during this order process, I have refunded the last of the customer's payment to her in the amount of $41.11.

  While a shortage in cards or human error can occur during the busiest time of the year, there is no excuse for the lack of providing a sincere apology to our customer for the mishandling of their order; no matter where it occurred.  Whether out of our control with a shipper or a vendor.  I am very sorry for the experience the customer had and hope that this apology, although late, provides her with some closure to this issue.

  Again, our apologies for all the inconvenience experienced.

  **** ********

   

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my Christmas cards on 12/10/24. I paid for rush and overnight shipping. I realized the computer had defaulted to the smaller size card and I normally order 5x7. I called into to customer service right away to try to correct the problem. I was told that they were unable to correct the problem that my cards had been printed already. I was offered no resolution. Then a week later since they had not arrived I logged in to see the status. I requested help from customer service and it promised to get back with you when they opened. It took almost several days before I was emailed and ONLY offered a refund on overnight shipping. There was no update to the status of my cards and when you log in, it still shows they are printing just like when I called in the first time right after ordering. I have been scammed and have no Christmas cards but yet on their website, it says you can have your cards in 2 days and that is what I paid for. I want my cards overnighted and here tomorrow and a full refund immediately. People work to hard for their money to be treated this way AND I have no cards for any of my children's functions or cards to mail.

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 9th at 10am I purchased ******************************************************** time to be delivered on December 12th. I checked their website all the way up to the 12th and it still said they would arrive that day. I had to call later that night only to be told they would be arriving the 13th now. I received an email from them stating that my product shipped today, the 13th which is still too late and means I will not get it today either, but upon checking with *** they did not ship it, they only created a label and *** does not have it yet. I called and spoke to someone who tried to tell me that *** has it but they finally admitted that they didnt . Now they are telling me it wont arrive until the 16th ( 5 days after it was supposed to arrive) .After waiting on hold for 45 min. I asked to speak to a manager. Even though I was very frustrated, I did not yell, or say bad words just tried to explain why this was unacceptable. I was quickly hung up on. I believe the managers name was Jan. **** had my number but did not attempt to call me back if the hang up was an accident. This is a very time sensitive product. And once I receive it I still have to send it out, so now some of our recipients will not get it on time. I just want my product as soon as possible but I just keep getting lies and being hung up on. This is the first time using this company and Im starting to think it is a scam.

• Initial Complaint

  Date:12/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created a Christmas card on Simply To Impress. This was my first time using this company. The product I received has horrible quality. I have contacted the business and they will not replace my product without paying for it again with a small discount (25%). When creating the card, there was no indication that the photo quality was not good. I specifically asked for a proof prior to creating all the cards. There was an option for this when checking out. I received no such proof and when I received my cards, my hair looks blue which it is not. I would like my cards reprinted at no charge in a timely fashion so that I can get them out for Christmas. If that is not an option, I want a full refund. It seems that there have been other complaints to BBB about quality.

  Business Response

  Date: 01/06/2025

  Dear Ms. ****** and the BBB,

  Thank you for allowing us the opportunity to respond to our customer's concern and I am hoping I can resolve this to her satisfaction.

  I reviewed the information provided by the customer and reviewed the notes from our associates and it doesn't appear that the customer was informed that the image provided could have been of better quality for the selection that was made.  While we had an opportunity to make it right, we instead resent the same order with the same low quality photo and it doesn't appear you were informed of the issue.  For that we are very sorry.  During the holidays, these things can be missed when we have more than our normal staff working with our customers.  Again, for this we apologize.

  I have provided you with a full refund of your purchase in the amount of $49.31 with our most sincere apologies.  Thank you for giving us the opportunity to make this right for you.

  **** ******** Sr. ***** Customer Experience
  

   

• Initial Complaint

  Date:12/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/21/24 I thought I was ordering holiday cards based on the description on line I paid more for glossy. These cards do not open and you are unable to write properly on the glossy card. I called the company and they basically said too bad. Here is a discount off your next order.

  Business Response

  Date: 12/17/2024

  Dear Ms. ***************** records show that the order was placed for glossy card which were double sided and were fulfilled as such.  We are sorry you were unhappy with your order.  On December 7, 2024 a full refund was applied to your account in the amount of $85.12

  Please reach out directly if we can provide any further information.

  **** ********, Sr. ***** Customer Experience

   

  Customer Answer

  Date: 12/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Raisin

• Initial Complaint

  Date:11/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for an order which has been delayed repeatedly & Ive asked for a refund repeatedly which I have not received. The company has lied to me daily telling me the order has shipped and would be delivered. Then Im told it has not shipped & is delayed.

  Business Response

  Date: 12/17/2024

  Dear Valued Customer,

  This concerned was passed to me very recently and it appears to be without a formal response.  We apologize for any oversight on our part.  I have reviewed your complaint and find that on 11/22/24, a full refund was made to you in the amount of $156.91.  It appears as though several attempts to ship these items to you failed as our vendor was unable to fulfill your order.  For that, we sincerely apologize.  

  **** ******** Sr. ***** Customer Experience

   

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/10/24 I placed an order via ************************** for my family Christmas photo cards. I have used Simply To Impress a few times before for our Christmas photo holiday cards without any issues. They are certainly not the cheapest, but I chose them because of the aesthetic and quality. I spent $144 on 60 cards and envelopes. I was expecting a high-end product like usual from them. I received my order on 11/19/24 and I was anticipating sending the cards out to family and friends the day after thanksgiving. I opened the package only to find that the picture looked blurry even though I uploaded hi-resolution pics and the graphics were not centered. Aside from that, the text which was supposed to be a sparkly silver was completely illegible. Needless to say, this wasnt the quality I was accustomed to with this company. I immediately contacted customer service to which I was told to upload what we received to their help page. I did so and the company decided without even consulting me to reprint the cards. I did not want a reprint, I wanted a refund and was going to use a different company for Christmas cards as I can see this company must have changed hands due to diminished quality. I emailed back and said I would prefer a refund instead and I planned simply to shred these cards. The company told me they wont issue a refund until I attach a label to the cards they sent me and physically drop them off at **** for a return. I informed them that this was not convenient and I should not have to spend my time or energy driving to the post office not even close to my home to return their cards. As a repeat customer, they should consider their customer who has spend hundreds of dollars with them in the past. So now I have to 1.) get in my car and drop off a package to the busy post office 2.) reprint cards elsewhere. That is the point of purchasing online, so I dont have to waste valuable time driving around to stores.

  Business Response

  Date: 12/05/2024

  Dear Ms. ***** & ********* K,

  We ask the customer to accept our most sincere apology for the poor experience she encounted when purchasing her cards from Simply to Impress.  It's always our intent to meet or exceed our customers expections and, when we don't do whatever we can to make it right.

  It appears that the agent who assisted with your issue didn't clearly understand your wish for a full refund as they followed our normal policy by replacing your entire order.  Perhaps if another type of paper was used, the card photo would have had better success, however, reprinting the same order would certainly result in the same outcome.  It is normally our policy to ask for a return of the product but in this case I am waiving the need for you to do that.  In addition, I have provided a full refund to your order in the amount of $144.00.  Please allow a few days for this refund to appear in your account.

  Again, we are very sorry for this unfortunate experience and I hope that we can provide you with a better outcome should you elect to utilize our services in the future.  Thank you for giving us the opportunity to provide you with a response that I hope will meet your expections.

  ********* K, unfortunately, this issue did not reach me as I am the contact for all PlanetArt complaints.  If you can update our records to reflect the following:

  **** ********, Sr.Mgr., Customer Experience

  **************

  ************************

  Woodridge, ***  60517

  My direct email is:  ***********************************

  Thank you both for this information as we strive to provide the best service possible for all of our customers!

  Sincerely,

  **** ********

• Initial Complaint

  Date:01/24/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a Create your own acrylic ornament on Dec 3, ****. Order #*********. The ornament was delivered in a filthy, disastrous state. They told me that was what I ordered. I am a senior citizen with 1 working eye. The lines on the ornament were for manufacturing I believed as any reasonable person would. And in-between the acrylic, was dirt! This was manufactured in *****. Simply to Impress has no quality checking standards on these items or any other standards. They simply replied this is what I ordered. I will send you a photo if I can. Would any reasonable person order this ornament as a Christmas gift to a loved one? Ask yourself. I was scammed! I am a senior citizen and work 2 jobs just to make ends meet in this country.