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:08/16/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 number ***** Date of purchase 5/9/2025 My experience with invitationinabottle.com has been an absolute nightmare and they completely ruined our wedding invitations.The ** code included with our invitations which their own representative, Shagay, suggested and confirmed would be free does not work. When I followed up, Shagay admitted the proof she sent showed a working code, but after speaking with her manager (and after the invitations had already been mailed), she told me we would now have to pay extra for the ** code to function. This was never stated in the proof and directly contradicts what she told me ************* make things worse, the return labels were printed with my name twice. Shagay later replied that this was because I only wrote my own name in the shipping address. The order form didnt allow me to include my fiancs name, and instead of contacting me to clarify, they simply printed my name twice which looks sloppy and unprofessional.Communication with this company is awful. They rarely respond to emails, never answer the phone, and have not returned a single call. Guests have already reached out to us because the ** code doesnt work, which is humiliating and stressful on top of everything else.

  Business Response

  Date: 08/27/2025

  ***Background*** Customer ordered personalized ******************************************** with direct mailing to guests. (Attachment 1 - order packing slip with details attached) Throughout the order process, the customer changed the ********************** several times, and all requests were accommodated. The customer later asked to add a ** code, and approved the final invitation via email on 07/29. (Attachment 2 - Approved invitation) (Attachment 3 Customers email approving the ***********************

  ***What we sold***

  The invitation was designed, the product was assembled, and it was sent directly to the guest list specified by the customer. These are the products and services provided to the customer. (** code not included)

  ***Complaint****

  1. ** code: The customer is now reporting that the ** code is not working. This service was added at their request and issues should be addressed with the third-party provider. The web address is listed above the ** code, providing an alternative way for guests to access the site.

  2. Return address: As you can see in the packing slip customer only included her name as the shipping address. Now customers complain that we should have included the fiancs name as well. Attempted to resolve with the customer: Though we clearly followed customer instructions and fulfilled the order as it was placed, we still offered customers a way to go to 3rd party ** code website and activate the ** code and offered to cover the cost there. 

  ***Summary***

  We have been in business for over ************************************************* this case, the issue is with a third-party ** code, not our product. Though We did not sell the ** code but we also offered customers with reimbursement for activation as customer can activate the code by going to the 3rd party site and paying a small fee. The web address is also provided above the ** code, offering guests another way to access it. 

  Instead, customers keep requesting full refund and filled this credit card dispute hours after initially communicating with us. We are already working with the customer through financial institute.  

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23756853
  
  I am rejecting this response because:

  1. ** Code Issue
  Shagay, the company representative, was the one who initially suggested including a ** code to link our wedding website. I specifically asked her if there was an additional charge, and she confirmed there would be none. At no point was I told this ** code would later require a separate third-party activation fee. I approved the proof because the ** code shown worked. After the invitations were mailed, Shagay admitted in writing that the ** code in the proof was functional but offered no explanation as to why it failed in the final product. To shift responsibility to me after the fact is misleading and unacceptable. Several of my guests have already contacted me to say the ** code does not work, which has caused embarrassment and stress.
  
  
  2. Return Address Error
  The business claims they simply used the information I provided. However, the ordering process did not allow me to include my fiancs name in the shipping field. I reasonably believed this information was only for mailing me an invitation, not for printing on every single return label. Instead of contacting me to clarify, they printed my name twice, which looks sloppy and unprofessional.
  
  
  3. Mailing Errors
  Out of the 35 invitations I purchased, two never made it to their destinations and two invitations were mailed to the same address. This is another clear error on the part of the company, which has further caused confusion and additional stress in communicating with our guests.
  
  
  4. Customer Service
  I have made multiple attempts to contact the company via email, phone, and social media, with little to no response. Phone calls were never answered or returned, and emails were delayed or dismissive. For a company handling wedding invitations a time-sensitive and emotionally significant purchase this lack of communication is unacceptable.
  
  
  5. Refund ********************** claims to resolve issues, yet in my case, they have refused to take accountability. Their only solution was to suggest I personally pay to activate the ** code through a third-party website, after the invitations were already mailed. That does not fix the fact that the invitations were defective, contained unprofessional errors, and were not delivered correctly. For these reasons, I believe my request for a refund whether partial or full is justified.
  
  
  
  Summary
  The issues with my order were caused by invitationinabottle.coms lack of transparency, quality control, and accountability. Their response continues to deflect responsibility instead of resolving the matter. I stand by my request for a refund due to the significant errors and stress this has caused during an important milestone in my life.
  

  *NOTE* please see previously included screenshots of emails and documentation as proof. 

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

• Initial Complaint

  Date:11/10/2022

  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.

  Hello,I ordered 80 miniature bottles from Invitation In A Bottle on Sept 23, 2022 (Order #*****). They were supposed to be corked miniature bottles with sand and a small message written inside. I ordered these as a "party favor" to give to the guests at my wedding. When my order arrived at my door, I opened the box and found around 20 bottles that had not yet been assembled (a plethora of sand and paper messages were at the bottom of the box). In addition, 4 other bottles came damaged beyond repair. I contacted Invitation In A Bottle the same day I received the goods I paid for, and was told they'd send me replacements. They never did. I have contacted them 10 times since then (no answer), left several messages (no response). I was left with no choice but to not hand out party favors at my wedding. I paid $199.20 for their services, and feel I deserve a full refund.