Complaints

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

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  Printful

  11025 Westlake Dr Charlotte, NC 28273-3782

• 

  Printful

  11201 Ed Brown Rd Charlotte, NC 28273-9202

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:02/21/2024

  Type:Service or Repair 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.

  We are a soccer social group that created a Printful store and connected it to our Wix site for our group (redlinesg.com). A few members made purchases of our member merch and now their team is demanding that we send screenshots from the bank statements of everyone that made a purchase! I have no ability to talk to anyone on the phone or to a supervisor. They won't even tell us what is suspicious about these orders so I have no faith that even if we did comply with these ridiculous demands that we would not just have to do the same thing again next time someone placed an order.

  Business Response

  Date: 02/21/2024

  We're very sorry to hear that your orders have been placed on hold and we'd gladly investigate the issue more closely, however, we couldn't locate your Printful account based on current details. Please reach out to us at ********************************* with the email address that is linked to your Printful account and we'll proceed accordingly!

  Customer Answer

  Date: 02/23/2024

   
  Better Business Bureau:
  
  The business has released the hold and I no longer have an issue. 
  
  Thank you. 
  

• Initial Complaint

  Date:01/29/2024

  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.

  Order #PF102487569 It was done horrible, doesn't even look like the recommended fix they made, you can barely read the *****. I paid $20 for this service and this is definitely poor quality I want my money back ASAP or a job to be done correctly this is unacceptable!

  Business Response

  Date: 01/30/2024

  Hi ******!

  Thank you for sharing your concerns. We also received your survey reply and review on this product.

  Overall, this would be the expected outcome because the lines in the design are very thin. We have noted in our embroidery guidelines that we don't recommend thin lines because the outcome will not be as you had hoped compared to computer generated mockup. Also, you were warned about this in the recommended change sheet we sent you, you approved the design despite our note that we don't recommend such thin lines and the outcome can be inconsistent. 
  That said, we sent a follow-up on your email with confirmation of a refund as a one-time courtesy because our goal is to provide best service possible, and we are hopeful that for any future orders you will keep in mind our embroidery guidelines or reach out to 24/7 support team with any questions regarding the design process. 

• Initial Complaint

  Date:01/12/2024

  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 purchased $2600 worth of T-shirts for my small business for staff and to sell to customers on 6/14. I also purchased a few items for myself as the owner. On 6/29 I noticed mine had the logo flaking and submitted a complaint. I was told to send over pictures and they would look into. I had hoped this was an isolated incident so I didn't pursue. I have been in the printing industry for almost **************************************************************************************************************** I reached out to them again with pictures of many items as it seemed to be a global issues. There is an adhesion issue with the ink to the garment. I was given the runaround for 2 weeks to be told there is no issue and they wouldn't take back, replace and only offered me 20% refund. I have thousands of dollars of merchandise I cannot put out for purchase and as a small business owner in a small town I don't want to give it away and have my name tarnished. This is absolutely ridiculous and I will be submitting for a credit to my credit card company but have to mail it in since it was from June. This company should not be in business as they do not stand by the product they provide. I am providing multiple photos of different garments and there are many more but you get the idea as this is happening to all of them.

  Business Response

  Date: 01/14/2024

  Hi *******!
  
  We're sorry to hear about your experience. It was never our intention to inconvenience you.
  Please know that we test our inks and printers regularly to ensure that the products we provide are of the highest quality. The longevity of the ink is determined by various factors, including proper washing. To maintain the colors and the pretreatment adhesive, the products need to be washed in cold water without using strong chemicals and preferably without a dryer or on the lowest tumble setting.
  As noted, our policies are equal to all our users and we didn't receive any photos when you originally reached out to us in June. Our policy, to which you agree upon signing up to Printful, is that you have 30-days to reach out to us with any concerns you may have and we would take responsibility for any printing issues. We also print on demand, so we don't provide the option to return products with your unique designs.
  That said, each situation is looked at individually and we have provided the best solution from our side when we received details on the situation much later, the next year and outside of the timeframe. Our goal is to provide the best service within our policies with the information that we have at the time. We take all feedback seriously and do our best to improve our quality, so thank you for taking the time to share this. 

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair 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.

  The shipper (Printful) selects the shipper/carrier for the shipment without the seller (Mahe Threads) consultation or input. DHL had transferred shipment to the **** for final delivery. The delivery was marked as complete based on tracking information. My customer has not received their package, it has not been delivered to any of their neighbors and the address has been verified. Printful is denying responsibility and passing the claim file responsibility onto Mahe Threads. Printful solely selects the shipper and received payment in full from Mahe Threads but has refused to assist in ensuring Mahe Threads' customer actually receives their package.

  Business Response

  Date: 12/05/2023

  Hi, *****!
  

  Please know that we are sorry about the situation you are in. It was never our intention to inconvenience you or your customers, and we understand that you trust us just as we trust our partners.

  We work with different carries and in some cases, if our direct partner can't deliver the package, it will be handed over to another carrier. We provide tracking for all our package and we also recommend keeping an eye on it to ensure that the delivery can go smoothly, especially in places where the package has to be left outside. We take responsibility for various carrier errors, however, if the package is marked as delivered, we trust that the delivery was made and anything that happens after the delivery is made, is out of our control. 
  In our communication via email, we have noted that that our policy is the same for all our users - if the package is marked as delivered, on our side we don't process any reimbursements. These are the conditions to which you have to agree before creating an account in Printful. However, as mentioned, we take reasonability for carrier error, so if you can provide more information from the carrier directly about the delivery, we can look into the situation closer. Thank you for understanding!

  Customer Answer

  Date: 12/05/2023

  Better Business Bureau:
  

  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

  
  

• Initial Complaint

  Date:05/22/2023

  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.

  I need a refund for all the months I have paid for subscription. I have lost money due to the website not working correctly because the prints would not change when I updated when following all protocols per website procedures. Other times, and currently the website is still not updating some prints when I updated but it is sent to my store as successful. I had to cancel prints and lost money because of it. There are major cliches with your website. It need to be fixed ASAP.

  Customer Answer

  Date: 05/22/2023

  The address is on the receipt.

  Business Response

  Date: 05/23/2023

  Hello!
  
  The subscription fee that was active for the account from January to March, was a Printful Plus subscription that gave access to additional tools like a custom mockup maker and background removal tool. It wouldn't affect the overall performance of the website, the option to update mockups for existing listings published to the store or store features. As of April, the subscription has been discontinued. In this case, we won't be able to offer any reimbursements for the previous months.
  
  We see that you recently reached out to our team about updating mockup images in your store. As it wasn't quite clear what steps exactly are taken to update the images, we will reach out to you individually to assist further.
  
  Kind regards,

  Customer Answer

  Date: 05/24/2023

   
  I am rejecting this response because:

  I lost money due to their poor website functioning.

  
  

  Business Response

  Date: 05/25/2023

  Hi, ********!

  While we understand your concern, our policy states that we do not refund subscription fees. You agreed to our Terms of Service for the subscription which included this point. Our support team is available 24/7 and we'll gladly look into this issue at any time and help you resolve it but there is no relation to subscription, especially since we no longer offer subscription services starting from April.

  Our team has reached out to you via email in regards to the mockup issues; and we hope to continue assist you via that communication channel as we can easily exchange screenshots and the communication happens much faster. Please note that each platform is different and there are cases where the changes pushed don't process accurately due to the servers on the other side, so each case gets evaluated individually. We sincerely appreciate your patience!

  Customer Answer

  Date: 05/25/2023

   
  I am rejecting this response because: I need the issue fixed as I am a business owner and this is unprofessional and if it affects my productivity or business as a whole it may be consequences. I need it fixed on your end not mine as I can't do anything because it is your website problem.
  
  

  Business Response

  Date: 05/28/2023

  Hi, ********!

  We're sorry to hear about your experience with Printful mockups. Please know that it was never our intention to inconvenience you.

  Please note that we have sent you another follow-up email with additional instructions on how to resolve the situation. Your concerns have been forwarded to our developer team but there is no ETA on a fix, so please follow the instructions for a workaround that will help you solve this.

  We are open for communication via emails and we eagerly wait for your reply there to better understand what else we can do to help you adjust the listings as you had envisioned. Hope to hear from you soon!

• Initial Complaint

  Date:05/11/2023

  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 my order (#PF92264755 ) on 4/25/23 for $48.82. The delivery address got transposed and the package was returned to the company. Instead of contacting me and arranging reshipment (at my expense!!) they say their policy is no refunds or reshipments for unregistered users. They referenced their TOS which I reviewed. I concede that their policy does state this but its kind of buried in there. **** his whole practice is highly unethical in my opinion. Terrible business practice and lacks in customer service. They claim that if I was a registered user, then I would be safe but only on future orders. But to me, that is a boatload of hogwash. Even though I am unregistered, they have my email and contact info from the initial order. The requirement to be a registered user is just a ploy to push more business. completely absurd and just lacking in basic customer service. All I want is a refund or a reshipment of my goods (I am happy to pay for shipping).

  Business Response

  Date: 05/14/2023

  Hi, *****!
  
  Thank you for taking the time to share your concerns.
  Indeed, our return policy states that 'If you haven't registered an account on printful.com and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment wont be available for reshipping and will be donated to charity at your cost (without ** issuing a refund)'. This information is not deep in our ToS but rather fully visible and accessible as part of our return policy with its own destination page on our website.
  
  Please note that we don't charge subscription or commission if you register as a user, it is completely free but with the added benefit of being able to see the fulfillment steps, always being able to access order history, the files that were used as well as take advantage of our return policy if the package gets returned due to any reason. In this case, it was an incorrect address which also is your responsibility as a customer. And while we understand how upsetting it is, our policies are equal for all our users. Thank you for your understanding.

  Customer Answer

  Date: 05/15/2023

   
  I am rejecting this response because: 1. this policy is unethical. Simple: a customer purchased items from you. If the items weren't received, the company should make a good faith effort to correct any issues or refund the money. You can hid behind ToS, but that doesn't make it any more ethical. Also, donating the good to charity does not absolve you from robbing customers of their money. Its a horrible business practice. this whole idea of needing to register and account makes no sense either. You have a customers email and phone number form they placed the order. There is no reason why I couldn't simply get an email saying that the items were returned and then given the option to reship. You didnt even give an option to reship AT MY EXPENSE which I was happy to do. 2: Most people go check the return policy on the assumption that they will ultimately need to make a return. Considering that products you sell are custom in nature, I as a reasonable individual did not plan on returning goods and therefore did not check the return policy.

  To conclude my response: the idea that a business would not refund a customer for goods not received is preposterous and disgusting. If you truly stand behind this policy, at least you should be making a good faith effort to notify customers instead of burying it in your ToS or return policy. Perhaps at the point where customers enter shipping information, there should be a very clearing warning about how you scam customers our of their money if info gets transposed and the goods are not refundable. 

  
  

• Initial Complaint

  Date:01/26/2023

  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.

  I got my first order yesterday and its been a nightmare as if yesterday. it took them 10 hours to realize that they didn't get the order because it wasn't linked. I submittedinfo yesterday for a manager call back and since yesterday I've asked for the status no reply.they asked me to create a manual order which I did and that said when I did they would expedite the order, without looking at my account they said u need to create a order I sent the order number and screen shot and asked for expedited shipping .30 emails yesterday since yesterday no answer or supervisor call back.

  Business Response

  Date: 01/26/2023

  Hello!
  
  We're sorry to hear that you've been experiencing trouble with your Etsy order and that your experience with Printful hasn't been the best so far, but we certainly hope to improve it moving forward.
  
  For an order to be able to import to Printful, a certain criteria must be met: ***************************************************************************************************************************************************
  We looked into your previous communication and see that the order couldn't be imported to Printful because the product wasn't recognized in our system. To ensure that the order can be fulfilled as soon as possible and not cause further delay, we suggested to place it manually directly from your Printful dashboard.
  
  You were asked to pay for the order upon checkout as this would be our payment system:
  1. Your customer pays you for the order, the retail price, and the shipping you have shown on your storefront, and the money goes to your added billing method. We wouldn't receive these funds. 
  2. In a separate transaction, Printful charges you to fulfill this order the product price + shipping + taxes if applicable, from the billing method you have added to your Printful account.
  
  We see that you've requested to speak to a manager and have reached out to you privately to confirm the details again.

  Customer Answer

  Date: 01/28/2023

   
  I am rejecting this response because:
  

  I get and understand why it wasn't imported. My issue is the stagnant communication. I had to ask the same questions over and over. I never was contacted by a supervisor

  
  

  Business Response

  Date: 01/31/2023

  Hi again!

  We're sorry to hear that the main concern was the communication.

  Your situation has been forwarded to our internal team for review in hopes to learn from that and improve our customer support services. Please note that it is not our practice to move such communication to supervisor if the issue is technical and can be resolved with the support team. However, as noted, we understand that your experience hasn't been the best and we will work on improving that for the future. Again, our sincerest apologies for any inconvenience caused.

• Initial Complaint

  Date:01/10/2023

  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.

  On Dec-22-2022, I placed order #PF87272852 for C$ *****. I did not receive the parcel and it is now past the estimated delivery date of Jan-9-2023. I am requesting my money back, I have contacted Printful and I am getting run around and excuses. . I am requesting to either have my items or to be refunded the full amount of C$ ***** to the card used.Enclosed in my complaint are the Printful dashboard screenshot featuring the time frame the items are supposed to be delivered by, the packing slip, the full order confirmation PDF, and the *** tracking with its latest status update.

  Business Response

  Date: 01/11/2023

  Hi, ******!

  Thank you for sharing your feedback.

  While we understand your concern about the slight delay in delivery, please keep in mind that all dates in Printful are estimates, not guarantees. This information is available on our website whenever delivery dates are mentioned, including the order itself where it is said 'Estimated delivery'. Our shipping partners do their best to deliver packages as fast as possible but international deliveries can take a bit longer due to customs process. This particular package is also stuck in customs so we recommend contacting the local carrier (Canada post) with the tracking link we have provided in our email to get more details about the delivery. We sincerely appreciate your patience!

  Customer Answer

  Date: 01/11/2023

   
  I am rejecting this response because: I purchased products from Printful, and did not receive them. It is their responsibility to resolve the issue or refund me my full payment, and they can have back the products. I am seeking the amount paid $95.05 credit back to the card used, because the products were never delivered to us. 
  
  

  Business Response

  Date: 01/12/2023

  Hello!
  
  Based on the latest tracking updates provided by the carrier here (*******************************************************************************) the package currently is in possession of the local customs office. We suggest reaching out to them directly to see if any customs fees are due to be paid as this can delay the order delivery. Please note that international  may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. The recipient is responsible for these fees and any fees are paid to appropriate customs agency by the end customer. 
  
  If the customs fees aren't settled, the package would be returned back to our facility and there is no reimbursement in such cases since we print on demand and all products are custom made. You can see our detailed return policies here: ***************************************************** and our terms of service here: *******************************************************************;

• Initial Complaint

  Date:12/20/2022

  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 ordered a sweatshirt with unique design patterns. The sweatshirt I received was very dull as if the machine was out of ink. I contacted Printful and explained the situation.I have emails from 5 different people explaining the same problem.Every one of them asked for photos. I expressed that a photo wont show the issue because I have an iphone and it automatically makes things brighter. I offered to send the shirt back but they refused. I then explained that I would send the photos but then they would tell me they saw nothing wrong and find a way to put it back on me. Which the in fact did! This company refuses to give proper customer service and its intentional and deliberate. I want my money back or a new sweater that doesnt look faded. They should also have one person handle an issue at a time so they dont look like scam artists. I have email communication from ****************, **********, *******, ************, and **************** had to explythe situation to every one of them only to have it not resolved.

  Business Response

  Date: 12/21/2022

  Hi, *******!

  We're sorry to hear about your experience.

  Please know that we require photos or videos of the issue so that they can be reported to our fulfillment team to ensure that our team is fully aware if there was a mechanical issue that needs to be corrected or there is something we need to implement to ensure a better quality control. Our goal is not to inconvenience you but since we print on demand and don't work with returns, it is important to have these photo or videos to see what you see. As noted in our FAQ: Be aware that Printful may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.
  
  You also mentioned concerns about our support team. Our team in customer support service works 24/7 to ensure fastest replies so there will be different agents responding at different times but please know that we will look through your communication to see what we can improve as we are constantly working on ways we can make the communication more effective.
  
  Regarding your order, the submitted design is out of our color range so we can't guarantee the consistency of the outcome compared to older orders. The chosen hoodie is also a heavier garment which means that our inks slightly absorb creating a faded look compared to what you see in the computer-generated mockup images. Because of these factors, we require additional photos or videos to ensure that we can provide you with the most accurate information and to avoid reshipments that might end the same way. Please respond to ************ email so we can get the situation resolved as diligently as possible.

• Initial Complaint

  Date:11/22/2022

  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.

  Oct. 21, 2022 USPS misdelivered/ took a package. Printful stated buying the Pro plan I would be able to choose the shipping service I wanted which I purchased. Feeling secure that I would receive the service I paid for I took 3 new orders. Instead of using the service I paid for, Printful use the service they chose and op not to insure the shipment. When contacting Printful I was told to pick the service I wanted I would have to purchase their Pro plan, which is basically saying I would have to pay for a plan I already have.Printful Pro Subscription ends: Dec 6, 2022 Nov 7, 2022 $49.00 When I requested a refund, my request was ignored. I also was told I would have to contact Printful before fulfilment in order to request a hold for pick up from **** The new orders are showing being dispatch to carrier but the carrier is stating they don't have my packages. This is using the same service I paid for not to be use. I paid $50.74 for the original order, $61.24 out of pocket for the replacement order, and $49 plus tax for the Pro Subscription plan and yet they did not provide me with the service I paid for.

  Business Response

  Date: 11/27/2022

  Hi, *******!
  
  We're sorry to hear about your experience. Upon checking our system, it seems that the misdelivered order has already been refunded. Although Printful covers many shipping-related issues on the carrier end as a courtesy, our policy is that if the carrier tracking indicates that the product was delivered to the correct address, this would not be covered. This also is mentioned in our Terms of Service Section 11 to which you agree upon signing up to Printful. However, since you were able to provide written confirmation from the carrier, the refund for the order in question was already processed.
  
  When it comes to Printful subscriptions, they are not refundable. That is mentioned in the terms to which you agreed upon choosing the Printful Pro plan.
  
  Regarding the shipping carrier, please note that you chose free shipping, which means that we automatically choose any available carrier. Only when you select a specific shipping rate, you have control over the carrier as per the subscription plan. In this case, there has been no error because the shipping method was free. For additional information please contact us directly at *********************************