Complaints

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• Initial Complaint

  Date:10/27/2025

  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.

  Our school purchased a ******* laminator from *********** who uses third party laminator.com. This laminator was delivered to the wrong address as the shipping label was incorrectly printed by laminator.com. I've contacted ***** who verified this information. I've spoken to ****** via email on 10/24 who basically passed the **** as if it was our fault. There has been no accountability by the company or even acknowledging there was wrong doing. We still have no laminator. ****** suggested recouping misdelivered and sending it back out to ** but my question is why do we get a used laminator that has been opened. ****** has not been proactive in resolving this issue and no other business should have to experience this.

  

  Business Response

  Date: 10/28/2025

  Laminator.com strives on providing excellent customer service to its customers - from order entry to order delivery and has been for years. There are times in which errors may occur and we fall short of a customer's expectation. In these times, we try to rectify the issue in a reasonable time frame (usually 1-2 business days -- operations run M-F 8AM-4:30PMCST).

  With respect to Miss ******* ****** complaint, it is true that we use some marketplaces, such as ******* and/or ****** to extend our reach to different markets. In this case, Miss ******* **** ordered a product from ******* marketplace, an Ultima 55 EZLoad Laminator ($2169.99 - order attached for proof of dollar amount purchased through Laminator.com) which was to be fulfilled by Laminator.com. The product is a large truck shipment and therefore dropships directly from the manufacturer; upon shipment, Laminator.com is provided with tracking, which we then pass on to the customer through the ******* Marketplace. It is true that there was a shipping error on the order - which although can happen, is extremely frustrating for the customer and for us internally. Usually when a ground shipment is sent in error, Laminator.com can log into a portal and fix it immediately; with truck shipments, especially dropship ones, there are many moving parts, and it can take a business day or two to get everything worked out to where the product is either rerouted, or a new shipment is sent. Laminator.com understood the frustration from the customer and behind the scenes was diligently working to get the situation rectified -- from the time of initial awareness of the error to the refund (Refund Proof Attached) that was provided, it was less than one business day.

  The timeline of correspondence is below and attached for reference.

  Correspondence Timeline is as follows (outlined attached ******** Communication History - ******* ****, ******* Refund Receipt)

  On 10/24/2025 at 10:15 AM, Laminator.com received a message received from ******* on behalf of ******* **** indicating the order was delivered to the wrong address. Upon receipt of this message, our customer service team worked to review the order and shipment information to determine where and how an error occurred with the order. The manufacturer advised that the shipment went out incorrectly. The manufacturer immediately reached out the shipping company to determine if the shipment could be retrieved or if a new shipment would need to be sent.
  
  Friday 10/24/2025 at 2:28PM, ****** sent a message through the ******* portal to the ******* **** indicating that their order had a shipping issue and we were working quickly to resolve it. We advised that we would have an update by end of day Monday. 
  
  Friday 10/24/2025 at 2:36PM The customer called us and spoke with ***.  *** advised that ****** had just sent an email through the ******* Marketplace indicating that she was working on correcting the error in shipment. The customer advised *** that she deserves compensation for the error -- ******* was going to compensate her, so Laminator.com should as well. *** said she can see what Laminator.com can do, and said that ****** would contact her with further information on the shipment ensuring to advise that it may take some time.

  Friday 10/24/2025 at 3:02PM The customer reached out through ******* again, triggering ******* to send another message to Laminator.com. The message received from ******* advised that the customer did not receive the order and was requesting a replacement.
  
  Friday 10/24/2025 at 3:06PM The customer reached out through ******* again, triggering ******* to send another message to Laminator.com. The message received identical to the previous -- from ******* advising that the customer did not receive the order and was requesting a replacement.
  
  Friday 10/24/2025 at 3:07PM ****** sent a message to the customer reiterating that we were working quickly to resolve the issue (either reroute or reshipment) and would provide an update on Monday (the next business day). 
  
  Saturday 10/25/2025 at 7:46PM The customer sent an email through the ******* marketplace in attempt to contact the person to which the misshipment was made.

  Monday 10/27/2025 at 8:33AM The customer reached out via phone and spoke with ***. *** advised that she did not have details of the order and she would have ****** contact the customer as soon as she got into the office. The customer did not want to speak with ****** and was upset that ****** had not picked up the phone to call her (in lieu of sending emails through the marketplace to update her). Per marketplace guidelines, sellers are to initiate communications through their marketplace.
  
  Monday 10/27/2025 at 9:10AM ******* processed a refund for the customer.

  Monday 10/27/2025 at ****** -- ****** reached out the customer to let her know exactly how the mishap occurred. ****** also advised that as we were working on getting a new unit shipped out by the manufacturer, we received notification that the order was refunded already in the Marketplace, so she cancelled the reshipment. She also apologized for the error.

  Mistakes happen, and Laminator.com does and will continue to take full responsibility for any mistakes we may make. We will do so by rectifying the issue as quickly as we can, but within reason. ******* policy advises that if there is a misshipment, the seller has 2 business days to resolve the issue. Laminator.com worked diligently to resolve this in less than one business day and schedule a new shipment. The new shipment did not go out and the customer does not have the unit because they requested a full refund (and received one) through the ******* Marketplace for the product purchased through Laminator.com.

  Laminator.com apologizes for the error that was made and the frustration this has caused the customer. However, given the timeline above, the prompt actions taken by Laminator.com to rectify the error, and the refund given to the customer, it is difficult to discern what additional reasonable resolution the customer is looking for.

   

   

  Customer Answer

  Date: 10/28/2025

   
  Complaint: 24067754
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****