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Business Profile

Paper Labels

DuraFast Label Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Paper Labels.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:13/03/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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 HAVE DONE BUSSINES MANY TIMES WITH THIS COMPANY, my last order was placed and paid in full order no.********. now that im seriously complaining, I can no longes access my account with them

  • Initial Complaint

    Date:24/01/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 12 rolls of labels on 1/14/2025 through **********.com website for DuraFast Label Company products owned by Basat K.. 1 week later I reached out through the **********.com website chat asking when we can expect shipment and was told to contact *****@*************.ca via email and the chat was immediately closed. I reached out to *****@*************.ca on 1/21/2025 via email asking when the order will ship. No response. I reached out ******@**********.com and *****@*************.ca on 1/22/2025 and requested to cancel the order and get a refund to our card that they charged $1,046.95 to on 1/14/2025. No response. I reached out through the website chat on 1/23/2025 and asked them to cancel and refund the order, and they told me only Basat K. could cancel the order and to contact him via email at *****@*******.ca and they immediately closed the chat so I could not continue to respond. I then contacted *****@*******.ca on 1/23/2024 telling him to cancel the order and refund our money immediately and that if I did not receive a response I would file a complaint. Still no response. This company took our money and refuses to respond to customers. They should not be selling items they cannot fulfill and ship and should not be in business if they cannot even respond to customer requests. We purchased a new machine and no longer need the labels that were ordered. Since the order has not been fulfilled I need them to cancel and refund our card that they charged immediately yet I cannot get anyone to respond to me. **** ******* ** * ***** *****

  • Initial Complaint

    Date:01/12/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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, on behalf of my company, had contacted Durafast Label countless times before my label printer purchase on their website. I asked them several times via online chat and email confirming that the printer I was looking at would provide labels resistant to moisture. I was assured that the printer was capable, and they recommended a label that would produce the label I purchased the printer for. Once we received the printer, the labels that we printed based on their recommendations did NOT produce a label resistant to moisture, nor does it print the colors accurately. I attempted to contact the company, asking for clarification to which they provided Information on troubleshooting our issue, but it did not resolve the issue. I contacted the company several times after trying to troubleshoot the issue to which they denied misinforming us in several emails. They deny misinforming us despite the emails stating that the labels we ordered would work with our printer, but do not. They refuse to help us, refund us or help us further troubleshoot, leaving us with a $2000 printer we cannot use. I want to return the printer and get a refund, based on being grossly misinformed by this company.

    Business Response

    Date: 06/12/2022

    This customer had decided to purchase the Afinia L301 label printer.

    She did not contact our office to see if the Afinia L301 is the best printer for her application.

    She only contacted us, asking us via emails and chat request as to which labels are best to use with the Afinia L301, for products that will be refrigerated.

    There is only a small selection of ****** labels that the Afinia L301 ****** color label printer, that  can printed using this printer like matte paper, high gloss paper, polypropylene and polyester labels.

    From this selection, we recommended that the polypropylene and polyester labels would be the most durable since they are synthetic labels.

    We do not guarantee a label for any specific application. Customer is responsible for purchasing and testing the labels for their specific application. We even provide free samples in advance for customers to test in their application before they purchase, if they contact our office before purchasing printer.

    After printing some of these synthetic labels, the customer is not happy with the result and want to return the printer.

    Our return policy is clearly stated on our website and states that there are no returns on printers and equipment once it has been opened and used.

    https://www.********************************

     

  • Initial Complaint

    Date:16/11/2022

    Type:Product Issues
    Status:
    Resolved
    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 am seeking response from Durafast Label Company regarding an order that was placed on 9/28. Order#******** (******). On 10/18 I online chatted with customer service regarding my order. I was told it was on a 3-4 month back order so I chose to request a refund ($144.00) for that item. Since then, we have not received the refund so I have called, left messages with the accounting department, emailed customer service and attempted another online chat but it was closed - leading me to think the company went out of business. I have received no response regarding the refund of this order which was clearly stated in the chat transcript. I am blown away by the lack of response and customer service.

    Business Response

    Date: 06/12/2022

    There have been supply chain issues which have caused delays in fulfilling some orders.

    On Oct 18, this customer requested a refund and we issued the refund to the credit card used on Oct 18, 2022 also.

    * **** ******** * ************ ** *** ****** *** **** **********

     

    Customer Answer

    Date: 07/12/2022


    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 regarding the refund, as we have recently learned it was refunded to a credit card that is not typically used on Durafast orders.  This could have easily been resolved if Durafast could respond to their customers directly and in a timely manor.

    Sincerely,

    ****** ******

DuraFast Label Company is NOT a BBB Accredited Business.

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