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:04/26/2023

  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 ordered prints on the 7th of April. I paid for expedited shipping. The order was never shipped. I have been working with "customer service" for a week now and they give me the same answer. " I'm really sorry but I do not have access to the order details here currently. I will need to forward this to the appropriate team member and they will update you as soon as possible. Can you please confirm, Is the email you provided at the beginning of this chat is correct?" no one has contacted me, the customer service number is disconnected and they refuse to refund the money. I had to go to another vendor and have the prints redone and pay them for expidited shipping due to a hard deadline that they knew about for a tradeshow on the 1st. I have also filed a complaint with the ****

• Initial Complaint

  Date:04/26/2023

  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 ordered two sets of 50 business cards, paid $25 extra for overnight delivery, Thursday April 20th. First, the order did not arrive until Monday, April 24th. Second, even though I paid extra for them to contact me with mistakes or bleed issues; the cards were BLUE. Blue font, blue tinted pictures, blue everything. Then, the bleed was non-existent! One side had a white bar, everything was fuzzy, QR codes too blurry. When I reached out and sent "10% of my cards as proof," they offered me a 50% "store credit off one order." Ignoring the other order completely, ignoring the missed shipping date, ignoring the quality concern completely. As if I would ever order anything from them again where the store credit could be useful. HORRIBLE QUALITY!

  Business Response

  Date: 04/26/2023

  Hello there, we are very sorry to hear about the issues you experienced with your recent order of business cards. We understand how frustrating it can be to receive a product that does not meet your expectations, especially after paying extra for expedited shipping and quality assurance.
  After reviewing your case, we can confirm that a full refund has been processed for the entire order amount. We apologize for any inconvenience caused by the delay in shipping, quality issues with the cards, and the unsatisfactory response you received from our team regarding the compensation offered.
  Please note that we take the quality of our products and services very seriously, and we will use this feedback to improve our operations and prevent similar incidents from happening in the future.
  We appreciate your business and hope that you will give us another opportunity to serve you in the future.

  Customer Answer

  Date: 04/26/2023

   
  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:04/24/2023

  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 placed an order 4/19/23 and paid for overnight shipping for 4/21/23. The status states "production" and has not changed. I have sent various messages via their "chat" only option of communication. The chat said they're experiencing "internal troubles", "Internal Issues", "Going through changes in their platforms", all I've gotten is the runaround on the status of my order. The chat response has continued to be, wait for the team to reply via email. I have been waiting for a reply on the status of my order and no response. I paid $89.01 for the product and $72.90 for overnight shipping. I should have read the reviews beforehand!! I feel robbed, deceived, lied to and robbed of my hard earned money. I just want my money back!

  Business Response

  Date: 04/24/2023

  We are sorry to hear that you have experienced difficulties with your order and we apologize for any inconvenience this may have caused you. We have looked into your order and it appears that it is already in production, which unfortunately means that it cannot be cancelled at this time.
  Regarding the shipping fee, we would be happy to refund the overnight shipping fee if the order is cancelled. However, we would like to inform you that we are unable to provide a refund for the product as it has already entered the production process.
  We understand your frustration with the delay in receiving updates about your order and we would like to assure you that we are doing everything we can to address the issues with our communication channels. Our team is working diligently to respond to all inquiries as quickly as possible.
  Again, we apologize for any inconvenience this may have caused you and we appreciate your understanding. If you have any further questions or concerns, please do not hesitate to reach out to **.

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19970192
  
  I am rejecting this response because: I paid an overnight fee that was not honored with the dates promised. I am not being offered a cancellation and no exact date of delivery. I would at the very least want my overnight fee of $72.90 refunded as it was not honored with the date promised. I would like an estimated date of delivery of the product is actually in production, otherwise it leads me to believe it is not actually being produced or in production and rather just on a waiting list and still pending actual production. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/05/2023

  We apologize for the inconvenience caused regarding the overnight fee that you paid and the delay in the delivery of your product. We understand your frustration and would like to assure you that we take your concerns very seriously. Regarding your request for a refund of the overnight fee of $72.90, we would like to inform you that we can only process the refund once the order has been received. This is because we need to verify that the product was indeed delayed and did not meet the promised delivery date. We understand that you would like an estimated date of delivery for your product, and we want to assure you that we are actively working on producing your order. Once we have a confirmed date of delivery, we will inform you immediately. We appreciate your patience and understanding in this matter, and we would like to offer you a refund of the difference between the overnight fee and the actual shipping cost once your order has been received. We will be happy to process this refund for you as soon as possible. Once again, we apologize for the inconvenience caused and appreciate your continued patience while we work to resolve this matter.

• Initial Complaint

  Date:04/24/2023

  Type:Delivery 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.

  Due to size I have attached the complaint information as a PDF in the supporting documents. I have also sent a complaint to ****** consumer affairs. I'm not sure if that is helpful to the BBB.I also have additional photos of two chat conversations that I can make available if needed. Files are too large to send with supporting documents..

  Business Response

  Date: 04/24/2023

  Hello,

  My name is *************************, Sales and Brand Manager for Overnightprints.com

  As a reputable 15+ year online business, we do not have any intention to contest this customer complaint. It is unfortunate that our customer went through this process of filing a complaint with the BBB and it is even considering filing a police report. I personally will call this customer to apologize, and not only refund his money ($97.08), but add an extra 10% for his inconvenience and, if the customer wants to try ** again, we will also authorize a store credit for 10% on his  next order.

  I would also like to address this customer's concerns about our reviews, trustworthiness and reliability.

  1. Our company receives in average ***** orders per month. In the span of 3 years, we have received not less than ******* orders. I cannot share screenshots of the value of our orders, but I am sharing our ****** Analytics showing the traffic and with regular internet research, anybody can estimate our order monthly volume.

  2. The reviews that we show in our website are not 100% of reviews, but we surely take into consideration a large percentage of reviews received and, based on the volume of orders above-mentioned, less than 1.5% are late. Of course, 1.5% of ***** orders is 130 orders per month. We wish our numbers were perfect, but unfortunately, this particular customer's order felt into these late orders batch.

  3. 221 complaints in the BBB in 3 years might be a big number. But again, considering the volume of orders we handle, this is less that 7 complaints per month, ****%. We honestly do not think we are scamming any customer, if that would be the case, we wouldn't have been in the market for almost 20 years with the same brand name. We agree with the customer that no complaint should be left un-answered. After Covid-19 we have been facing big challenges in getting labor with the right skills and consistency to stay with the company longer. This is also reflected in our detriment in production times and timely response to complaints. We are working on getting this improved as fast as we can.

  I hope this answer satisfices the customer, and we will await for the customer to withdraw this complaint with the BBB, and desist of filing his complaint with the LA police department.

  Thank you for the opportunity to respond.

   

   

   

   

   

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19968688
  
  I am rejecting this response because:

  
  1) I am not concerned with ****** metrics, online traffic, number of customers or the amount of revenue this company claims to bring in monthly. What I am concerned with is how my issue was handled with this company. With the way this is being handled I can see where Overnight Prints is making their money. If you have that many consumers frequenting your business and you don't produce the product and keep the money I can easily estimate the monthly income based on volume.

  
  2) It is obvious by ******************** statement in his response that customer service is not at the top of ********************** priorities. I would think one complaint would be considered too many. Realistically we all know that there will always be complaints. The trick is to resolve them to the satisfaction of your customers. Using your own numbers stated you have a yearly total of **** failed customers. I don't know for sure but any way you slice it that seems like a lot of failures. If you take that number and put a conservative $100-dollar average order to the number, you get $156,000. Then if you keep the money by not refunding to the customer and try to appease the customer by telling them you will reimburse shipping for something the customer won't receive (it's easy to refund money that won't be spent anyway), well that makes for a nice income for the company. It's free money because of the "in production and we can't refund you once the product is in production" policy. You get to keep the money based on shady business practices. Being in business for over twenty years as he put it nets 1.5+million based on the conservative amount of money per failed order. It must be nice bringing in that kind of money for just not dealing with a customer. That is some serious money!!

  
  Also, my order falling into "these late orders batch".What kind of a statement is that? What kind of company has a "late order batch"? What is the excuse for today being the 25th of April *************************** production since the 10th? The order was for 50 tri-fold brochures for Petes sake. There was no cancellation that was respectfully requested on the 13th. No cancellation requested the first of the next week after Overnight Prints being informed that the order was useless if not received after the 15th by noon. 

  
  I have a question concerning why Overnight Prints doesn't show all reviews? Why not? I would think transparency would be something that a company would want if there was nothing to hide. I have never seen a company with so many "perfect" reviews. The ones with the BBB and ****** surely don't reflect what is on Overnight Prints web page. Overnight Prints can't hide those. The BBB and ****** show 100% negative reviews. Not one ****** review is positive. Things that make you go hmmm.....

  
  3) 221 complaints to the BBB. Those are the ones placed by people like myself. People that will take the time to point out the ineptness of a company like Overnight Prints. I wonder how many just chalked up their losses and walked away? The response from ******************** saddens me. It is fraught with excuse after excuse. Trying to justify the lack of good business practice and sound customer service with numbers and percentages. Do the work you advocate and everything else will fall into place. Communicate with your clients when something won't be delivered on time or there is a problem with an order. Stop the lying, theft and deception. Treat your customers with respect!

  
  Lastly, don't make veiled threats like you did with your last statement:  "I hope this answer satisfices the customer, and we will await for the customer to withdraw this complaint with the BBB, and desist of filing his complaint with the LA police department." Just so you know I don't respond to threats in a kind way. It just doesn't sit well. I tend to dig my heels in and fill myself with more resolve.

  I encourage Overnight Prints to just cancel my order and refund my money.

  
  ********************, it is obvious you are not apprised of how things work. Once a complaint is levied against a company with the BBB they are not taken down regardless of what I may or may not desire. So it would appear Overnight Prints will be waiting a long time for this customer or the  ******************** to withdraw the complaint. Overnight Prints has had more than a couple of opportunities to resolve this issue with me and have not done so.

  I again request the order to be cancelled and money refunded from Overnight Prints without coercion or promise of anything from me. 

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

  Business Response

  Date: 05/12/2023

  Hello ******************, my name is ***** and I work with Overnight Prints. I am here to inform you that your order has been refunded as per the request submitted. Please know that a refund can take 3-8 business days to clear depending on your financial institution. We are sorry to see you go but we understand the reasons why. We take feedback seriously and will make sure take your comments in to consideration as we look to better our customer service and production team going forward. Hopefully somewhere in the future we can earn your trust to ************* again, if not we understand and wish you nothing but the best with your future printing needs. If you have any further questions, please feel free to reach out to ** at ***********************************

  Thank you

  Customer Answer

  Date: 05/17/2023

   
  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. To add, the company granted my wish for a refund only after a police report being filed citing fraud.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/17/2023

  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 placed an order on 3-31-23 with expedited shipping to be delivered on 4-3-2023 for an event on 4-7-23. On 4-6-23, the order had not shipped so I submitted a cancellation and requested a refund since there was no way the order would arrive in time. On 4-14-23, I received an email that the order shipped. I started a chat to find out why I had not received my refund and why they shipped the package after I cancelled it. They told me that they would not issue a refund since the order shipped and would only refund the difference in shipping since I paid extra for expedited shipping. I explained the whole situation and again requested a refund, but got nowhere. I requested to speak with a manager or supervisor and they said they would schedule one to call me. I am still waiting on that call. They have a "Fast Printing - On-Time Delivery" promise on their website and are NOT meeting the standards they advertise.

  Business Response

  Date: 04/24/2023

  We are sorry to hear that you experienced issues with your recent order from Overnight Prints. We would like to apologize for any inconvenience caused and assure you that we take your feedback seriously. We do see that a partial refund was initiated for the shipping charges on your order. Additionally, one of our managers attempted to reach out to you by phone to discuss the issue further and provide a resolution. Unfortunately, it appears that they were unable to reach you and had to leave a voicemail instead. Please know that we are committed to providing excellent customer service and would like to resolve this matter to your satisfaction. If you could kindly contact us via email or phone, we would be happy to discuss your refund request further.

  Thank you for bringing this matter to our attention, and we hope to have the opportunity to make things right.
  

  Best regards,Overnight Prints **************** Team

• Initial Complaint

  Date:04/17/2023

  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.

  We ordered business cards and a flyer for a show on March 14, 2023, one week before we were set to be there, and chose next-day delivery to our destination. We needed the flyer and business cards for a trade show we were attending in *******, though we are based in ******. The flyer was to promote our booth at the show and was specific to that show. A week later we made it to *******, but it still showed our business cards were in production. So I contacted overnight prints and told them to cancel the order, as we would no longer need them or be at the location to receive them by the time they arrived. They said that they could not cancel an order in production, even though it showed still being in the que. The trade show was March *****, 2023. They disregarded my numerous emails and phone calls and printed and mailed our order to ******* two weeks later on March 28, 2023. They were delivered to our hotel in *******, even though we were already back in ******. I then had to send the hotel a paid shipping slip to send the order to ****** and the postcards I had created for the show are useless. Overnight Prints refunded the regular shipping and the expedited shipping I paid for and refused to refund the postcards that were created for the specific event. I would like a refund for the flyer that was made for that specific show, which is $128.33.

  Business Response

  Date: 04/24/2023

  We are sorry to hear about the experience you had with us. Upon investigating your order, we can see that refunds were initiated on your order for both regular and expedited shipping fees. We apologize for any confusion caused by the delay in receiving your order and understand that the flyers you ordered were specific to the event you attended. We regret any inconvenience caused and would like to apologize for any disappointment you may have experienced.
  Thank you for your patience and understanding.

• Initial Complaint

  Date:04/17/2023

  Type:Delivery 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 ordered 100 tri-fold brochures and paid for expedited service to receive it by April 12, 2023 for an event. I did not receive them and customer support could not tell me when I would receive it. I was told I would not get refunded even though the brochures have not yet been printed and mailed even as of today April 15, 2023. I continued to contact them since the 12th and they have no details as to when I would receive my order. I paid $161.33 that included $25.35 shipping for the product to be received by April 12, 2023. The company advertises themselves as overnight prints guaranteeing prints to be mailed out overnight which is false advertising. Its a bigger issue that they do not refund you even though the product does not arrive when you requested.

  Business Response

  Date: 04/24/2023

  We are sorry to hear about your experience with our service. We understand that timely delivery is important, and we apologize for any delay caused in the delivery of your order.
  We would like to clarify that while we do offer overnight printing and shipping options, we cannot guarantee delivery by a specific date as there *** be unforeseen circumstances that *** cause delays in transit. If you are still wanting a full refund instead, please message us back on here.
  We value your feedback and take all customer concerns seriously. Please let us know how you would like to proceed, and we will do our best to assist you.

  Customer Answer

  Date: 04/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and request a FULL refund as I have not received my product. It has been more than 2 weeks and my event is long passed.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/17/2023

  Hello ***************************, thank you for reaching out to us. I have looked at the notes on the order and can see that the order has been set to be refunded to you. Please know that a refund can take 3-8 business days depending on your bank. If you have any other questions please feel free to reach out to use.

• Initial Complaint

  Date:04/14/2023

  Type:Delivery 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 placed an order with www.overnightprints.com on 4/10/2023, paid the extra shipping for overnight, and did not receive our product. I reached out to the company on 4/13/2023 through their contact ** page, and told them we had not received our cards and that their site shows our order still in production. I asked for an ETA for delivery. They responded saying sorry for the delay and inconvenience, they had experienced internal troubles, couldn't complete the order in a timely manner, and once they have an ETA they will let ** know. We needed the cards yesterday, and now we do not, because we have already made our rounds to the businesses for which we need them. The whole purpose of ordering through their company is that they expressly state on their site (edited for character length), " Don't be fooled by companies that say, "Fastest order-to-door delivery" and their "Rush Delivery" claims... For example, if a company states that they can print your product today and ship it next day air tomorrow, the turnaround time would be three days! This can be misleading, as many customers understandably expect to receive their order the next day. In fact, only one company can do thisOvernight Prints. Overnight Prints stands alone in the industry when it comes to delivery. Delivery dates are offered based on our cutoff time of 5 pm PST. Simply select the available date of delivery and we will get this order to you on that date. So, if you need it tomorrow, select tomorrow's date to receive your order. After all, "overnight" is in our name, so it should probably be in our business plan! With our BITGIT. (Buy It Today, Get It Tomorrow) system, place your order by 8:00 pm EST and your order will be in your hands tomorrow no other online printing company can say the same.I asked for a full refund to which they replied they would refund for the shipping, but not the order.

  Business Response

  Date: 04/24/2023

  We apologize for any inconvenience caused by the delay in the delivery of your order. We understand that timely delivery is important, and we would like to inform you that all delivery dates provided are estimated and never a guarantee.
  Regarding your request for a full refund, we can only refund the shipping difference for the order as per our policy. We understand that this may not be the ideal resolution for you, and we apologize for any frustration or disappointment caused.
  We would like to assure you that we take all customer concerns seriously, and we will use your feedback to improve our processes and procedures to ensure a better experience for our customers in the future.
  Thank you for bringing this matter to our attention, and please let ** know if there is anything else we can do to assist you.

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19933268
  
  I am rejecting this response because:

  Thank you for your response. I understand your position, but my issue is with the way you present your business capabilities. You expressly state on your site, "With BITGIT, place your order by 8:00 pm EST and your order will be in your hands the next day no other online printing company can say the same." I have found complaint after complaint online, many with your company responses to them included, regarding your inability to deliver on time. There is a well established pattern that refutes your claims on being the only company that can deliver the next day. It is the reason I went with your company.
  

  At this point, I don't care about a refund, it seems you need the money more than I do. More so, I have no desire to take this any further, but you are drawing a line in the sand with your response. Have some shame, take responsibility for your company and change how you are advertising yourself to the unsuspecting public. 

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

  Business Response

  Date: 05/10/2023

  We appreciate your feedback and understand your frustration regarding the mismatch between our advertised capabilities and the actual delivery timeframes experienced. We apologize for any inconvenience caused by this discrepancy.
  

  We take your comments seriously and acknowledge the need for clearer and more accurate representation of our business capabilities. Your feedback will be taken into consideration as we review and improve our messaging to provide a more realistic expectation of our services.
  

  Regarding your request for compensation, we apologize for any misunderstanding. At this time, the only compensation we can offer is the difference in shipping charges between the expedited shipping option you selected and the actual delivery timeframe. We understand this may not fully address your concerns, but we hope it demonstrates our commitment to resolving the issue to the best of our ability.

  Customer Answer

  Date: 05/10/2023

   
  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:04/12/2023

  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 placed an order for business cards on Tuesday. I needed the cards for 2 events that I had on Saturday and Sunday, so I paid the extra $60ish for next day delivery. I order them late at night so they were due to arrive on Thursday. On Saturday, I contacted their live chat to find out when the cards would arrive. They told me that they had limited info on the weekends and couldn't help. Sunday evening I contacted them again. Again, they said they couldn't help, so I told them to cancel the order. Monday I received an email saying that my order had shipped. So, I contacted the live chat to make sure it was canceled. I was told that it was on its way, they couldn't cancel it and they would refund me the difference in the shipping price. I told them that wasn't acceptable, I didn't need the cards because the event was over. He didn't care. He just said that when the cards arrived he would refund the difference in shipping. When I checked the tracking number, ***** hadn't received the package yet. He refused to work with me. They also didn't refund any of the shipping. And, the color on the cards is terrible. They are supposed to be red, but are pink

  Business Response

  Date: 04/21/2023

  We apologize for any delay in shipping and for any inconvenience this may have caused. We appreciate your feedback regarding your recent order, and we are sorry to hear that you are not satisfied with the quality of the products you received.To further investigate the issue, we kindly request that you send us photos of the defects you have encountered. This will help us identify the problem and work towards finding a solution that meets your expectations.
  Please send the photos to our customer service team at *********************************** and we will review them as soon as possible. We appreciate your cooperation and are committed to resolving this matter to your satisfaction.

• Initial Complaint

  Date:04/10/2023

  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 purchased on March 31, 2023 I paid extra for two day shipping. My order was set to arrive April 5, 2023.I login to my account on April 5th to see the tracking number and it was not even in production yet! I went on their Chat and told them I had to have those postcards by Friday, if received after Friday they are no good and I will need to return them. I contacted them again when the Shipment arrive date was Saturday April 8th End of Day, again I told them I needed these by Friday. ***** even told me they could still change the delivery method and they again told me no they couldn't. They only offered to return shipping price (I paid extra to have it arrive on April 5th), I can't use these since we were only at the Auto show on Saturday (2hrs from my house).Their online chat and email is not helpful as I contacted them several times on both telling them I need the order by April 7th at the latest as I needed to leave by 7:30am to get too the Auto Show by 9:30am. They didn't arrive until 11:21am when I was already at the Auto Show, the reason I needed them.I told them several times if the order was after April 7th I would need a full refund and a shipping address to return them.

  Business Response

  Date: 04/11/2023

  Hello there, thank you for reaching out to us. We do apologize that you were unable to get the order by the estimated delivery date and for any inconvenience that this may have caused.
  Please advise as per checkout, receipt, and your order confirmation, the Estimated Delivery Date section exactly states that the Estimated Delivery date given, is Estimated. No mention of guarantee or "promised" delivery date is given on our site for your order. I have included a couple of links for information regarding our Estimated Delivery dates below. ************************************************************;
   ***********************************************************************************************;
   I understand that this unforeseen delay is inconvenient. I can offer you the difference in the shipping of this order, which is for the difference in the Estimated Delivery Date ordered vs the Actual Date Received. Once your order is received, please contact us so that we can process a store credit for the difference in the shipping accordingly. Thank you for your time and patience with this matter. 

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19917539
  
  I am reject*** this response because:

  I contacted your company on chat and email explain*** that I had to have the shipment by Friday, even before you finished print*** it. I also told your chat that ***** said there was still time for you to change the shipp*** method so that I would get it in time. They refused the *** me it couldn't.

  The lack of customer service was the ic*** on the cake. There was plenty of time since I first contacted you to change the shipp*** to get it to me by Friday.

  You didn't start print***. y order until after I contacted chat on Wednesday afternoon.

  I can see it be*** one day late but it was three days late. 

  Please issue a full refund, I can not use them as I need them for Saturday 10am for the New York Auto Show, as we were only there on Saturday April 8, 2023.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/21/2023

  Hello there, we apologize for the inconvenience caused by the delay in receiving your order. We understand that timely delivery is crucial, and we are sorry that we were not able to meet your expectations.We appreciate your feedback regarding the communication you had with our customer service team. We aim to provide exceptional customer service, and we apologize if we fell short in your case.Regarding the shipping of your order, we understand that you needed it to arrive by Friday, and we regret that we were unable to accommodate your request. We do our best to ship orders promptly and according to customer preferences. However, there may be circumstances beyond our control that can impact the delivery time frames. We can only refund the difference in shipping at this time.

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19917539
  
  I am rejecting this response because:
  I contact customer service 6 times, two times on Wednesday telling them I was to receive it that day and I must have it by no later than Friday.

  I called on Thursday and told them I have to have it on Friday if it was received after Friday I could not use them. I texted Thursday night when I show the ***** shipping notice for a End of Day Saturday delivery. I contacted *****, they told me you still had time to change the shipping delivery. I contacted Customer Support and told them what ***** told me, they told me they couldn't change, put ***** still hadn't picked it up yet and there was time for them to change the shipping so they I could get it in time.

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

  Business Response

  Date: 04/25/2023

  We apologize for any inconvenience you may have experienced regarding the delivery of your order. However, after reviewing your complaint, we are unable to accept your rejection response.
  We understand that you reached out to our customer service team multiple times, and we appreciate your efforts to communicate your delivery requirements. However, we want to clarify that we have no control over the shipping schedules of third-party carriers such as ******  I understand that this unforeseen delay is inconvenient. I can only offer you the difference in the shipping of this order, which is for the difference in the Estimated Delivery Date ordered vs the Actual Date Received.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19917539
  
  I am rejecting this response because: First the reply is the same as the last time.

  If need be I will let our social media committee make sure that others considering your business know that your estimated times of arrival is not to be trusted (off by 3 days ) and you only offer the difference in shipping ($25) for a missed deadline for important meeting that cost use 1000's of dollars in membership and sponsorship.

  This was our first order and our last with your company, too bad you screwed up, we are redoing all of our printed materials, letterhead, postcards, flyers and poster (****** of each). If you can't make this order right, we can not work with you ever again and I'll make sure all the other clubs know as well.

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

  Business Response

  Date: 05/05/2023

  Thank you for your response. We understand your frustration and would like to apologize once again for any inconvenience caused by the delay in the delivery of your order. We take your feedback seriously and would like to assure you that we are actively working to improve our shipping estimates and communication with our customers. We regret that we were unable to meet your expectations in this instance.
  

  Regarding your request for a refund for a missed deadline, we would like to clarify that we can only offer a refund for the difference in shipping cost as a gesture of goodwill. We apologize if this does not meet your expectations, but we hope that it demonstrates our commitment to providing excellent customer service. We understand your decision to no longer do business with our company, and we are sorry that we were unable to meet your needs. If you would like to discuss this matter further, please do not hesitate to contact us. We value your feedback and appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19917539
  
  I am rejecting this response because:
  I have contacted you several times and you give me the same response every time.I think you have an AI writing your responses.

  You do not want to make this right. I gave you several chances to get it to me in time and you didn't.

  I will be letting all of the clubs know if they need printed materials for a event not to order them from you as your delivery times are 3-4 days off.

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