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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I contacted this company because my website was through this company but was told to contact another person because my website is with vistaprint and some one else. I call several times trying to get help with my domain connection that I pay for every month ***** a customer service repeated ask me what part of what i told you that you dont understand I requested to speak to a new rep and told him he was being recorded on the way he was talking to me he continue to debate back and fourth and never helped me and hung up in my face. Before he hung up I once again ask to speak to a manger or CEO He refuse to give me his last name he hung up in my face. My website domain is still not connected and this is my business website
Business response
03/29/2024
Hi ********,
Thank you for reach out to us regarding the website domain issues you wanted to fixed by our company.
First we would like to sincerely apologize for the poor **************** received when you reached out to us for assistance.
We assure you that this is not a typical Vistaprint experience. We have reviewed your account and our records shows that you were assisted by one of our Managers with the website/domain issues hence this issue is now resolved.
We are pleased to know that your domain issue is resolved and again we want to extend our sincere apologies for all inconveniences caused.
We will ensure the agent is coached and this does not happen again in the future. We thank you for your business and for also giving us a chance to remedy the issue.
Thank you and Have a Blessed Day.
Sincerely,
Intraday
Intraday Coordinator
**************Customer response
03/29/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
02/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased business cards from the Company a year ago. I received the business cards and I wasnt satisfied with the style. I emailed Vistaprint several times regarding my issue. As of date, Vista print Company hasnt offered me a refund nor to correct business cards to my satisfaction. Vistaprint ignored my issue and never apologized for their errorBusiness response
03/08/2024
To Whom It May ******************** am writing to provide an update on the actions taken to address a recent customer issue filed with our company, **********************. The complaint was received from ****** regarding her dissatisfaction with the purchase of business cards made on February 23, 2023.
Upon receiving ******'s complaint, we immediately initiated an investigation to understand the nature and extent of her concerns. Our customer service team attempted to reach out to ****** via phone on two occasions to discuss the matter directly, but unfortunately, we were unable to connect with her.
In response to ******'s complaint, we sent her an email outlining our sincere apologies for any inconvenience or dissatisfaction she experienced. We've reviewed the designs issues after reviewing her business cards and offered two options for resolution:
1.)Refund: We offered a full refund for ******'s purchase, including any associated shipping costs, upon providing us with her order number to expedite the process.
2.)Reprint: Alternatively, we offered to recreate ******'s business cards with the assistance of our Design Team to address any concerns with the quality of the cards.We emphasized our commitment to rectifying the situation promptly and ensuring ******'s complete satisfaction with our products and services. Additionally, we expressed our gratitude for her patience and understanding throughout the process.
As of the writing of this report, we have not received a response from ****** regarding her preferred resolution option. We remain ready and available to assist her with any further questions or concerns she may have.
We take customer feedback seriously and continuously strive to improve our offerings and customer experience. We appreciate the opportunity to address ******'s concerns and are committed to resolving the matter to her satisfaction.
Should you require any further information or assistance regarding this matter, please do not hesitate to contact us.
Customer response
03/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my . I am requesting a refund. complaint will be closed as resolved.
Regards,
***********************Initial Complaint
02/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On February 4, **** my sister and I contacted VistaPrint customer service for help with placing an order for invitations. Order # VP_3S22KR1W. Once the design was confirmed, the representative asked us if we would like the free white envelopes that were available and we said that we did. He said he was placing the items we discussed in our cart, and directed us to finish placing the order on line, which we did. The invitations came without envelopes. My sister and I both contacted customer service to get the envelopes we ordered and several representatives insisted that we had to order custom envelopes since we didn't order the free ones with our invitations. We both insisted that the representative told us he was placing the items we discussed in our cart. The business would not send us the missing envelopes. My sister finally ordered them for $28.69. Then I called back and insisted on speaking with a supervisor. He told me that the envelopes would be sent free of charge. Then my sister got an email stating that she was being given a merchandise credit of $46.90 that she can use for future purchases within the next year. All that both of us asked for was the envelopes that we ordered on the phone with the representative that did not arrive with the invitations. We do not want merchandise credit. At this point, the solution needs to be a refund for $28.69 for the envelopes my sister had to order so we can mail our invitations. My sister's name is ********************* and her email address associated with the order is ******************Business response
02/12/2024
Dear ****,
Thank you for your recent order VP_3S22KR1W.
We are writing to you with an update and an apology.
We have received the email from Better Business Bureau regarding your recent customer service experience with us and we apologize sincerely for any inconvenience caused.
We have reviewed your account and found that the store credit that was issued for $46.90 was issued to cover the cost of order VP_R0QL8QQL for plain Envelopes which was submitted internally to correct the issue of not receiving Envelopes with the initial order.
We also saw the order that was submitted with the Colored Envelopes VP_67P991QT and am happy to advise that we will honor your request and issue the refund of $28.69.
Please accept the plain Envelopes as a courtesy as these are expected to arrive on February 15, 2024.
We recognize that the challenges weve encountered is of a significant inconvenience to customers like you.
Please know that were learning from this process to improve the experience in the future.
If you have questions or concerns in the meantime, please reach out to us at *************.
We appreciate your order and apologize once more for any inconvenience caused.Intraday
Intraday Coordinator
**************Customer response
02/13/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you for your help!
Best regards,
***********************Initial Complaint
02/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello,On Monday February 5, 2023 I completed my business website with Wix, through Vistaprint, where I get my business cards printed. After careful review I published my new website. I bought a domain name and paid for the website for a year. They offered me a new email address and I signed up for that too as it made sense to me to keep my business email separate from my personal email. I then went online to my newly published Website and was shocked. All of the information that I entered for each category was all listed under one category. The remaining buttons when you click on them it takes you to the Wix template that I used to set everything up. The photos are of strangers and the words are not mine. I sent them 3 messages through their website on Monday with no response. The very next day I sent them an email to cancel everything and receive a full refund for everything I purchased and have heard nothing back. My website is a disaster and my customers are constantly texting me about it. I was hesitant to get a website as Ive done most of my advertising with flyers and business cards. Now I totally regret publishing the Website. Im asking for your help to get a full refund which is over $400. The website is www.abraroseofvenus.com. Thank you for your time and consideration. Best Regards, *********************Business response
02/17/2024
Hi ****,
Thank you for contacting us in reference to your query about your recent purchase from us.
We sincerely apologize for any inconvenience that this may caused you as well as your customers.
We are currently still in the process of reviewing your account details and will provide an update once we are through.
We hope we will be able to adequately resolve your issue, once we are through investigating.
We apologize once more for any inconvenience that you may have experienced and can assure you that this is not a typical experience.
Thank you for choosing Vistaprint.
Intraday
Intraday Coordinator
**************Customer response
02/20/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Abra
Initial Complaint
01/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I CALLED VISTAPRINT TO HELP ME WITH AN ORDER, I WAS NOT HELPED AND A REPRESENTATIVE NAMED ******** WAS VERY RUDE, I ASKED TO SPEAK WITH S SUPERVISOR OR MANAGER, I WAS DENIEDBusiness response
02/05/2024
Hi ******,
I am sending you this email regarding our recent conversation today.
We spoke about the poor **************** you received, and we wanted to apologize once more to you our valued customer and assure you that this is not a typical Vistaprint Experience.
We want to also wish you an early Happy Birthday and trust you will have a Blessed Day when it comes.
We decided to send you the ********** Sign and Easel at no cost to you as a courtesy as well as to make up for the inconvenience caused.
An email was sent regarding merchandise credit, please disregard as the credit was used to cover the replacement order. No action is required on your part.
To review the details of this order, please log into your Vistaprint account and go to Order History.
Your order number is VP_0MZPQFPZ which will arrive on or before February 8, 2024.
I sincerely apologize for any inconvenience caused and hope you are fully satisfied with your order once it is received. If you have any additional questions, please feel free to call us Monday to Friday at ************.Sincerely,
Intraday
Intraday Coordinator
**************Initial Complaint
12/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order 80 bags supposed to be delivered on or by Dec. 8th. There was a delay in the order and now the items are arriving. Dec. 11th. My event is Dec. 9th. I spent nearly $1000 on product that was supposed to be for a business exhibition and now I have no product to give away. Id like a full refund and they can keep their product. I called customer service and they said theres nothing they can do. This is false advertisement and fraud. I paid extra. There was a delay and now Im left with no product for a large travel exhibition promoting my company and they dont want to give me a refund. They take zero accountability for what theyve done and now Im screwed with no product and no refund. Id like a refund for failure to deliver their promised product at the promised delivery date.Business response
12/12/2023
Dear Better Business Bureau,
Thank you for sharing this complaint with us.
We have reviewed the customers account and found that he received a full refund as requested when he contacted our **************** Department.
Intraday
Intraday Coordinator
**************Customer response
12/13/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************Initial Complaint
11/07/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
My bank account was charged $20.00 today 11/7/23. I never placed an order and therefore contacted their customer service. I was asked for my name and email was told there was no record of the charge so they could not help me. I want a refund and my info deleted so this does not happen again.Business response
11/16/2023
Hi ********,
Thank you for reaching out to us regarding the charge to your credit card.
We spoke yesterday and you provided me with the required information which was submitted to our fraud team to do a thorough investigation.
The team recently responded, and we found that the $20 charge was for a Search Engine Listings Manager Subscription that was initially set up with us on October 06, 2021.
The Search Engine Listings Manager charge is normally billed yearly. The Search Engine Listings Manager Subscription is listed under another email address with name ****************************
I have gone ahead and issued a full refund for the $20 that was charged to your card. I also would like to assure you that we have canceled this subscription to avoid any future charges.
We want to thank you for giving us the opportunity to make things right and we appreciate you as a valid customer.
I hope our services can be of assistance to you in the future.
Sincerely,
Intraday
Intraday Coordinator
**************Customer response
11/17/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************************/*****Initial Complaint
10/18/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a shirt from Vistaprint with my company logo. The logo portion of the shirt still included the backing of the print and is therefore incomplete. Essentially, the vendor did not complete the process of adding the logo for a finished product. I originally notified Vistaprint customer service on September 8, 2023 and have followed up (3) times without a response. For reference, the Vistaprint reference code is: ref:_00D417e46._50007bvuns:ref ]Business response
10/23/2023
To Whom It May **************** am writing to provide an update on the steps taken to address the customer's complaint registered with our company, which has been filed under case number #********.
Upon receiving the customer's complaint, we promptly initiated the following steps to address the issue:
1.Acknowledgment and Contact: On Friday October 20, 2023, we attempted to reach out to the customer by phone, as a proactive measure to address their concerns and facilitate direct communication. Unfortunately, there was no answer, and a voicemail was left.
A follow up email notification in response to their initial complaint. We expressed our sincere apologies for any inconvenience they had experienced and offered our assistance to resolve the matter.
2.Customer Feedback: In our email to the customer, we encouraged them to share any additional information regarding their concerns to help us better understand and resolve the issue to their satisfaction.
3.Customer's Response: On Monday October 23, 2023, the customer responded to our email, reiterating their desire for a refund and stating that they did not wish to engage in further discussions about the matter.Given the customer's clear preference for a refund and their reluctance to discuss further, we have initiated the refund process. We have also informed the customer that they do not need to return the item as we do not typically request items to be returned in such cases.
We take customer satisfaction seriously, and we regret that the customer did not allow us the opportunity to remedy the situation by sending a corrected item at no charge, which is a standard practice for us in such cases.
We have processed the refund using the same method of payment used for the original purchase and will ensure the customer is promptly notified once the reimbursement is issued.
We are committed to resolving customer complaints promptly and to our customers' satisfaction, and we continue to be available to address any further inquiries or concerns from the customer.
Initial Complaint
09/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
VISTA PRINT bought my website hosting company webs.com and decided to get rid of all websites from webs.com, so, they send emails in July that they tried to move my art website to another builder which is not compatible and they couldn't by technical reasons, so we should move websites to another place by ourselves until AUGUST 31, they gave couple of months only to do that. However, I found out about it only in September, when my website which I build for many years was simply deleted. Not everyone read e-mails in time. I don't want to build new one, I want my old website and possibility to move it where I want together with my domain name which they blocked asking me to pay for something extra with it - 3 emails, which I don't need. They refunded money, what I paid to them, but it is not a question of money, it is my time, years of work, I want my website back. Why do I need domain without my website? I just can register new one if I should do everything from scratch. Also, technically, the content is mine, they can't just delete it. To recreate my website will take a lot of time and not possible - I don't have anything left, how it even looked is very difficult to recreate with completely different tools. What about moral compensation? It happened not only to me. I talked to support and they said that all websites, free and paid are just gone. People has business websites and so on. And they say - we are sorry. We refunded money. There is not everything just about money, If you care about your reputation , you suppose to take care about your own customers.I want to include here link to customer reviews for EXACT HOSTING company, which holds all domains from webs.com, situation is very bad - ****************************************************** It explains situation of what happened.Business response
09/29/2023
Dear Better Business Bureau,
Thank you for sharing this complaint with us.
We are currently still investigating and will provide a response as soon as possible.
Intraday
Intraday Coordinator
**************Initial Complaint
08/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I've had my domain and website through vistaprint for years and last month received an email stating that they were merging with wix (we had a months notice and were also informed of an increase in price, not optional, just letting us know we'd be charged over 50% more). Once this merger happened, I followed instructions to transfer my domain but it didn't work, initially I was told not to worry because it had been connected, which I contested (I was correct) but no matter what instructions I was given, it didn't work because there was an internal error, which I sent screenshots of to the company - I kept being passed back and forth between vista and wix. *** from wix emailed stating that I needed to contact vista and to have them go in my account and change something to enable me to connect my domain, which I did and they completely ignored me. I then found a generic email from vista in my spam which stated they had made the decision to move my domain to hover. I emailed them stating I had no idea what this meant and that someone needed to explain and also emailed hover to see if they could explain and again, was ignored. I sent 2 more emails (one straight to their email and one through their wesbite) asking for an explanation and was yet again ignored. I have no idea what is going on with my domain, that I have paid for, or my website. All of my bills have been paid on time, I am a paying customer and I am being completely ignored. I just want to understand what is going on with my domain and website so that I can manage it and keep it running smoothly. Again, I am a paying customer, have been for 6 years now and I am owed a response and explanation from the company!Business response
08/21/2023
Hello,
Thank you for bringing this complaint to our attention.
We've tried on multiple occasions to reach the customer but have not been successful.
We will continue reaching out until we are able to connect with the customer and get the issue resolved.
Sincerely,
Intraday
Intraday Coordinator
**************
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