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:09/28/2023

  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 ordered over $260 worth of post cards to be directly mailed to my neighborhood on August 23rd and 31st. It is September 28th and the cards have still not been delivered. I called in because I've not had this issue in the past. I requested a refund, as the cards were too late and I needed to send my next set. In addition to this, multiple addresses were changed without my knowledge and sent to people that do not live in the community that I was mailing to. I called in twice to Xpressdocs, and my marketing coordinator called in as well. We were told all 3 times that there was nothing they would do to remediate this. This is not how you keep customers satisfied and coming back. I will be switching platforms and notifying my firm about the lack of customer service.

  Business Response

  Date: 10/09/2023

  
  Thank you for taking the time to bring your experience to our attention. Im sorry that you havent had a positive experience with Xpressdocs. 

  After reviewing your orders, we can see that both orders were placed for standard mail delivery. The **** delivery time for standard mail is an estimate of 5 to 15 business days. Below is the breakdown of each order.
  Order 14325945
  Order Placed 8/23
  Printed 8/24
  Handed over to the post office 08/25
  Standard 3rd class mailing estimated delivery time once handed over to the post off **** business days, not including holidays.
  Out for Delivery as early as 9/1 
  Within the estimated timeframe for delivery listed below
  Delivery estimate timeframe was 9/6-9/15
  
  Order 14353844
  Order placed 8/31
  Printed 9/1
  Handed over to the post office 09/04
  Standard 3rd class mailing estimated delivery time once handed over to the post off **** business days, not including holidays.
  Out for delivery as early as 09/12
  Within the estimated timeframe for delivery listed below
  Delivery estimate timeframe was 9/15-9/25
  
  As you can see from the order information above, once the orders are printed by Xpressdocs, they are sent to the post office promptly. After the orders are sent to the post office the delivery times are the responsibility of the ****, and Xpressdocs no longer has control over the delivery to the intended recipients. We provided a tracing report for both orders, but unfortunately were unable to control the **** delivery times. 

  To ensure delivery within the desired timeframe, we suggest sending orders by First-Class mail. According to **** guidelines (not Xpressdocs), First Class mail is generally delivered in 1-3 days locally and 3-5 days nationally. Standard mail does not have a guaranteed delivery date.

  To address your concerns about the changed/updated addresses, when a mailing list is uploaded or created within the Xpressdocs storefront, the client has the opportunity to review and check the list to make sure the order will be delivered to the intended recipients. 

  Mailing lists created using Xpressdocs resources (not uploaded by the client) are vetted and checked to make sure the addresses are correct and deliverable. When the clients upload their own list to the system, it will provide them information such as Passed, Warning, or Failed before approving:
  Passed = These records have been successfully added to your list.
  Failed = These records have failed and will be excluded from your mailing. Click on the pencil/edit icon next to each one for more information and to make corrections. 
  Warning = These records are at risk of not reaching intended recipients. Click on the pencil/edit icon next to each one for more information. Accept the auto-correction if applicable. 

  Clients have the option to review the addresses to make changes if they wish. If no changes are made to addresses with a Warning label, it will update the address to what is currently reported by the ****.
  Once the mailing list is approved by the client and the order is submitted, Xpressdocs prints the order according to the approved mailing list and does not make any changes to the recipients the client has approved. We encourage our clients to check their mailing lists multiple times before submitting their orders to make sure they are correct and as the client intended.

  Again, we are sorry that your experience ordering through Xpressdocs did not go as smoothly as intended. If you would like to place an order with us in the future, know that our world-class customer service team is available to help you every step of the way, and you can contact them for help with creating a mailing list and choosing the best mailing or shipping option for you. 
  
  

• Initial Complaint

  Date:10/10/2022

  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.

  On August 29th I purchased an EDDM mailing through Amazing Mail which is part of Xpress Docs. I have a receipt stating the order with the desired mailing and the location of the mailings in ************* ********. The mailings were a invitation to a Kids Fall Fun Fest my church was organizing and wanted to invite the community to. I had the expected delivery date to be September *****th because the event would be on October 1st. The AmazingMail team first sent me a proof on September 21st. This was late and should have been done previously. I asked if they would be sent on time over the phone and they assured me they would be. The image was not filling the flyer correctly (it had a lot of blank space) so I tried to figure out how to make this better. I uploaded a new image that I thought would fit better. I did this and received another proof on Septermber 23rd. It was not the new image but still the same image with the same problem. in frustration and worry that the mailings would not be sent in time I agreed to send it after being assured they could be mailed in time. On September 27th I called the team member, *****, and she assured me the mailings went out and said she would send me a tracking number. On October 1st the event happend and I never received a tracking number. After calling the business three days (Oct. 2, 3, 4) I received an email from the manager ***************************** stating that it was my fault the order was not submitted on time. I called and emailed a complaint asking for a full refund. She said she would give me the tracking number and said the mailings went out. She has not done so and the only document she attached was an order with my church's name but mailed in **********, **. I asked for an explaination but she has not given me one. instead she emailed me that she would give me half a refund since it was a miscomunication. I do not believe this to be a miscomunication but I think they sent the order to the wrong city and sent it late.

  Customer Answer

  Date: 10/12/2022

  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.
  
  Regards,
  
  *********************