Complaints

This profile includes complaints for Quill.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Quill.com

  300 Tri State Intl Ste 300 Lincolnshire, IL 60069-4416

  
• 

  Quill Corporation

  5440 E Francis St STE A Ontario, CA 91761-3638

• 

  Quill Corporation

  PO Box 37600 Philadelphia, PA 19101-0600

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:02/24/2023

  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.

  I have contacted Quill multiple times over the last 4 weeks and I have not received any type of response that addresses the shipping issue. I expect a full refund of the items that I was supposed to and did NOT receive. I also requested over 5x for a supervisor to get back to me, which people refused to acknowledge or accommodate this request. It's very unprofessional. If a customer did not receive merchandise, then they should be refunded for it. It's quite simple. I expect a full refund of all items in the order placed at the beginning of February. If this is not fixed immediately, I will no longer shop on your site.

  

  Business Response

  Date: 03/14/2023

  We contacted the customer to assure them that we identified and resolved the issue. Customer is satisfied.
  

• Initial Complaint

  Date:02/16/2023

  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.

  Quill Annual Membership impossible to cancel online, a value of $119.99 I am writing to express my frustration regarding the cancellation process for my Quill.com membership. Despite my efforts to cancel my membership online, I have found it impossible to do so. This lack of transparency is concerning and, in my opinion, may be in violation of consumer protection laws.It is my belief that if it is made easy to sign up for a membership online, then it should be equally easy to cancel that same membership. However, this has not been the case for me, and I feel as though I am being trapped into continuing my membership against my wishes. For this reason I wasn't able to cancel the renewal of this online. Please Cancel the membership immediately and refund the latest renewal charge.

  

  Business Response

  Date: 03/09/2023

  We have been in contact with the customer, have cancelled the program and are in the process of refunding the funds to the customer.  We will further update the complaint when this situation is fully resolved.

  Customer Answer

  Date: 03/27/2023

   
  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.

   

  Complaint #********
  

  Re: ID # ********- **********************

  
  

  Hi BBB,
  
  Thank you for following up on our complaint. We are pleased to report that the company in question did eventually cancel our subscription and issue a refund check, which partially resolves the issue. However, we remain concerned that other users will face the same difficulties canceling their subscriptions.
  
  As we stated in our original complaint, we believe that if it is made easy to sign up for a membership online, then it should be equally easy to cancel that same membership. This is required by the Electronic Signatures in Global and National Commerce Act (***** Act), which provides legal recognition for electronic signatures and establishes guidelines for the use of electronic records and signatures in transactions between businesses and consumers.
  
  To ensure compliance with the ***** Act, we recommend that the company add a cancellation button to their website, preferably in the Account Settings or a similar section. This button should be clearly labeled and prominently displayed, so that users can easily find it and cancel their subscription without difficulty.
  
  We understand that implementing these changes may take little time and effort, I hope BBB can do something to make it happen. We hope that the company will take our suggestions into consideration and work to improve the user experience for all their customers.
  
  Thank you for your attention to this matter.
  
  Best regards,
  

  
  

  ***

  
  

  -BBB, FYI.

  
  

  "The Electronic Signatures in Global and National Commerce Act (***** Act) is a federal law that was passed in **** to facilitate the use of electronic signatures and contracts in commerce. The Act provides legal recognition for electronic signatures and establishes guidelines for the use of electronic records and signatures in transactions between businesses and consumers.
  

  
  Under the ***** Act, if a consumer signs up for a membership electronically (such as by clicking a "Submit" button on a website), the company must provide the consumer with an electronic method for canceling that membership. This means that the company cannot require the consumer to cancel the membership by mail, phone, or in-person, but must offer an electronic method for cancellation.
  
  The Act also requires companies to provide consumers with a clear and conspicuous disclosure of their cancellation rights at the time of enrollment. This disclosure should include information about how to cancel the membership, the deadline for canceling, and any fees or penalties associated with canceling.
  
  In addition to the ***** Act, there are other federal and state laws that regulate the cancellation of memberships, particularly in cases where the company has engaged in deceptive or fraudulent practices. Consumers who have difficulty canceling a membership should consult these laws and seek legal advice if necessary".
  

  
  

  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:01/21/2023

  Type:Billing 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.

  In July 2022, I ordered a printer for my small business from Quill.com. I had a business credit line of $500. (Acct #*******) with this company and the printer total came to $714.86. Quill sent an email to me stating that since my order total was higher than my $500 credit line, I needed to pay the difference in the amount of $214.86 in order for them to process my order and ship my printer to me. I called Quill early the very next morning and paid the $214.86 with my debit card over the phone with one of their female customer service reps. *** processed my payment and once it went through I immediately received a text message from my bank cardholder confirming my payment of $214.86 to Quill Corporation. I also received a company invoice from Quill confirming that my payment of $214.86 was applied to my account and that my remaining balance was $500 (which I paid in September 2022). Quill shipped my printer to me after I made the first payment of $214.86. For several months now Quill.com has been sending emails to me stating that they can no longer find record of my payment of $214.86. I have spoken to them on several occasions about this and I have SENT ******** PROOF OF MY PAYMENT to them several times, but because they lost the record of my payment they want me to make the payment AGAIN!! They keep emailing me saying "Recently you shared your payment information with us and we appreciate it. However, we can't find your payment in our records so you still have an outstanding balance of $214.86. Please remit payment to us..." THIS IS UNETHICAL AND UNFAIR of them to expect for me to make another payment of $214.86 just because they lost the record of my payment. When I looked up the reviews on this company, I found that I am not the only customer they've done this to. They have done this very same thing to other consumers as well. I have NEVER experienced anything like this with any other company I've done business with. ENOUGH IS ENOUGH!!!

  

  Business Response

  Date: 02/07/2023

  We contacted the customer to assure them that we identified and resolved the issue. Customer is satisfied.

• Initial Complaint

  Date:01/19/2023

  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.

  08/05/2022 - Bill paid for $310.21. Quill claims I did not pay despite providing proof from the bank that payment was indeed made. Now they have turned me to collections despite MANY efforts to resolve this. *** spoken to **** in accounts who has assured me she has escalated the matter and that it will be resolved and cleared in ***** hours. It didnt happen. *** now spoken to her again and she now claims it will be resolved and cleared in 24 hours. I will NEVER order from QUILL again. They provide quick delivery but their account management is an absolute nightmare.

  

  Business Response

  Date: 01/24/2023

  We contacted the customer, identified and resolved the issue.  Customer is satisfied. 

• Initial Complaint

  Date:01/14/2023

  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.

  I purchased their product, " brightair scent gems (Lavender)I am unable to open the jar to engage the scent aspect of the beads.I asked for help as to how to open the jar and was given vague instructions that were not pertinent to my order.I have tried to recontact them with no luck.Now I find out they will not accept returns and will not issue refunds.All I want is proper instructions for this particular jar or at the very least a partial or ideally a full refund of $13.35 I need your help please.Thank you ******************************

  

  Business Response

  Date: 01/25/2023

  We contacted the customer to assure them that we identified and resolved the issue. Customer is satisfied

  Customer Answer

  Date: 01/25/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:01/12/2023

  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.

  So I recently ordered a gift card from quill.com. I received the gift card, and the gift card has an available balance of $0; it says the initial balance is $300, but when I look at the transaction history, it's showing my company name, ********'s ***************** and it has an amount of $300 in parentheses. I've always known parentheses to be a credit back to the card in some sort of fashion, so I'm wanting to know if there is anything that Quill will be able to assist me with, maybe getting me a replacement or refunding me for this gift card.

  

  Business Response

  Date: 01/16/2023

  We contacted the customer, advised he must directly contact the credit card vendor for card balance issues/questions. Provided direct website and phone information for the vendor.  We consider this complaint resolved.

• Initial Complaint

  Date:12/21/2022

  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 don't know what these incompetent morons are doing. I ordered 2 printers from them 2 days ago, with "guaranteed 2 day shipping. I got no tracking info. When I emailed them they told me it would arrive today. Well, today came and went, I look at the tracking on their site and it shows now, without notice, "customer requested Re-delivery" I emailed and called them, the first person on the phone put me on hold and disappeared. The second person has no idea, and then I get an email that they cancelled the first order and are re-processing a whole new order from scratch, so ANOTHER two days until they s**** up again. I don't think I've come across a more incompetent company. JUST DELIVER THE **** PRINTERS!!!!!! They partner with Staples EasySchmucks, a company that should've gone out of business a decade ago. What a 3rd rate bunch of idiots

  

  Business Response

  Date: 12/28/2022

  We contacted the customer to assure them that we identified and resolved the issue. Customer is satisfied.

• Initial Complaint

  Date:12/19/2022

  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 order gift cards weeks ago. I asked them about the tracking and they keep giving me the same answer.Meanwhile the gift cards never left warehouse. No one was a help I mean no one. My order #*********

  

  Business Response

  Date: 12/28/2022

  We contacted the customer to assure them that we identified and resolved the issue. Customer is satisfied.

• Initial Complaint

  Date:12/15/2022

  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.

  Signed up for Quill as a new business user after getting a special offer from my credit card. Orders kept getting shadow cancelled. Tried time and time again. Spoke with Quill for hours. First they said it was my bank, then my address, then my business, then an issue because they couldn't extend credit (I'm not using their credit, I'm using my own card).Bottom line, tried one last time today. Was on the phone for 2 hours. Nothing. The agent told me it wasn't worth the hassle to get it fixed and I should take my business elsewhere. That's what I'll be doing. You pride yourself on good customer service **********************, but I've literally never dealt with worse customer service in my entire 25 years in business. I know I'm just one drop in the bucket, but this the right way to treat customers.

  

  Business Response

  Date: 01/06/2023

  Our Credit Supervisor advised customer that, because we were unable to verify (the legitimacy of) his company, we cant fulfill his $300 **** Gift card order.  
  
  

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18580297
  
  Not only was this not communicated at all, I spent 2 hours on the phone with a rep ready to any "proof" or documentation needed for validation. I was told by the rep that shouldn't bother and that Quill's credit team wouldn't even bother with it. 

   

  No other company on earth does this. Not Office Depot, not Staples, no one. I won't be pressing this matter further. I just want people to know that its a dead end with Quill if they don't deem you worthy to be their business customer. 

  

  Business Response

  Date: 01/10/2023

  Were sorry that we are not able to satisfy Mr. *********** order requests. With no verifiable business information our fraud team still finds him to be a risk.  

• Initial Complaint

  Date:12/15/2022

  Type:Customer Service 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 placed an order with Quill and the item was defective. The item was returned and Quill has acknowledged receipt of the item. I paid $381.96 via debit card for a laptop. Quill has stated several times a refund request was submitted but still no refund to my debit card. Order #*********. I would like a refund as originally requested, I do not want a credit. If this is not resolved before the end of the week. We will be closing all 10 business accounts with Quill.

  

  Business Response

  Date: 12/16/2022

  We contacted the customer, identified and resolved the issue.  Customer is satisfied.