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:06/30/2025

  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.

  I ordered business cards on June 13th, 2025, I needed for this weekend. Items say delivered from *** the photo that *** is not of my front porch. I have filed with the company. used chat and also called. I responded to their emails NO, I have not found the package nor do I have the package. Only emails I received from them have I responded to. They claim to have sent me an email on June 26th only email I have is an advertisement from them on that date. I want my business cards replaced. I ordered them on June 13th and paid $43.53. Got Print usually does good work, only issue with them is shipping and once my product was soaked and I contacted them previously and they were not helpful but I decided to order once again with this order and this happened. Agents are NOT friendly, but not rude just seem like they couldn't care less. I am not asking for a refund I just want my items replaced. ******** photo provided is NOT my home

  Business Response

  Date: 07/01/2025

  Good Afternoon, Ms Dingus's order was lost in transit.  A lost claim was filed on June 26, 2025 and approved on the June 30, 2025.  A reprint has been initiated and is currently in production for Ms. Dingus.  We will notify them with a tracking number to provide updates of delivery and arrival times.  Thank you for your time and concern related to this order.  If there are any further questions, please contact GotPrint Customer Service.  Thanks again.

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23536322, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Susan Dingus

• Initial Complaint

  Date:06/09/2025

  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 black business cards, but saw no way to upload an image for the backside of the card. Before ordering, I contacted their customer service twice and was assured that the backside color would be black to match the front. When I received the cards, the backside was white, making the cards unusable. I contacted customer service for a resolution but was told the would do nothing to make it right.

  Business Response

  Date: 06/12/2025

  We apologize for the customers trouble. Mr. ********* order was placed as "Full Color Front, No Back." leaving the back side to be white. We went ahead and issued a refund so the customer can try again when ready.

  Customer Answer

  Date: 06/14/2025

   
  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. They refunded the purchase price, which is all I could really ask.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/10/2025

  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 placed an order for t-shirts and hoodies from Printograph (GotPrint) which was received on April 7th. The t-shirts were not printed as I had proofed using their online proofing system. I have uploaded a picture showing what I was expected versus what I received. I have attempted to go through the "reporting issue" system as I have before on past issues. This time however the quality control department would not accept that they had printed my design incorrectly. They stated that it was within their parameters. This is not my first order with this company and I have used their online layout/proofing system before. This is the first time however I've EVER had something print outside of their red dashed area which is shown in my attached photo. I have tried in good faith to work out a resolution up to this point. I will not accept a $100 courtesy credit toward future printing projects. I only see a full refund as the solution. I am also happy to ship all t-shirts back with a shipping label provided from Gotprint, at their expense. On a personal note, I have been working with this company for over 20 years and have never had an issue like this before especially with customer service not seeing such an obvious issue with a printed product.

  Business Response

  Date: 04/11/2025

  Hello, Sorry all the trouble.  A full Store Credit was added to Mr. *** *********' profile for the T-shirt(s) order.  If there are any questions or concerns, please contact our **************** team. Thank you.

  Customer Answer

  Date: 04/12/2025

   
  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.
  Thank you for your role and oversight to help arrive at this solution.

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

• Initial Complaint

  Date:03/31/2025

  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 am writing as I made an order for business cards (order #********) and received a horrible product. The quality is bad. The color was NOT at all what was approved on the online order. The front and back were crooked. I sent a photo of the product to the company, per their request, and they offered "store credit." I am not interested whatsoever in ordering from this company again. It is horrible quality and I would be embarrassed to give out these business cards. I would like a complete refund, not store credit. Thank you for your help. It was not clear at all that if they sent a horrible product that money would not be returned. Thanks!!

  Business Response

  Date: 04/03/2025

  A full refund for ****** was processed/refunded back to the credit card account on March 31, 2025.   We do not recommend using borders as a part of the artwork, as uneven trimming can occur.  Thank you.   

• Initial Complaint

  Date:03/17/2025

  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 ordered business cards from this company and they were lost by ***. These were needed by a specific date and they were ordered accordingly. I need them replaced immediately and their repsonse has been nothing. I need these business cards like yesterday. **** is my business and the only way I survive financially

  Business Response

  Date: 03/19/2025

  Hi ******, It appears your order was damaged in transit and we currently have a reprint in process for you.  Your Business Cards should be shipping soon.  We appreciate your patience.  If any questions should come up, please don't hesitate to contact our friendly **************** team.  We are always happy to help. Thanks again.

• Initial Complaint

  Date:03/10/2025

  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.

  The company sent my order to an address in another state . I live in ************ and they sent it to ******** . The order was retirees to them due to their error through ***** They refused to mail my order to me at my address where it should have been sent originally without charging me another fee. Telling me I have to pay for their error or not get my order . The companys customer service refers to an online ticket to report a problem while there is no contact directly to the shippers . I asked for a refund at this point and customer service has refused . Attached is the invoice with my address on it . There should have been no reason to send my order to ********

  Business Response

  Date: 03/13/2025

  We spoke with Mr. ****** and agreed to refund him in full for his trouble.  Thank you.

• Initial Complaint

  Date:12/24/2024

  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.

  I ordered 2500 envelopes for $261.04 for my non profit org (which I then expense). My order arrived on 12/19 which had 2 issues: 1. Many envelopes were faded-the printer was low on ink. 2. The colors did not match the proof that they provided. They have later informed me that they can't match Pantone colors. I didn't know the file I provided had Pantone colors because it is the *same* .pdf file that our graphic designer used on a previous order w/them 2 yr ago, which turned out well. I filed 4 online complaints in their system, all of which their ***ly was the same to offer a $100 credit. I will not be using their services in the future so I do not want a credit, I want a refund. I called a *** and they stated that they would look into only a $125 refund, since they would not honor a re-print. 2 minutes after that phone call, I received an email stating they will only give a $100 store credit. I was confused so I called back. They told me a manager would call me today which they didn't. In fact, they immediately sent another email that stated I could get a full refund if I return the ************* pay for the shipping. I would consider returning it, but the company is in CA - I am in **. The shipping cost would be expensive. At 3:30pm, I called again- I inquired one more time for a $100 refund, and they finally agreed to that. I believe that I should get a FULL refund. I also believe that they should have considered a ***rint of my product. The colors are different from the proof that they provided. Their customer service was very unkind and I felt like the phone ***s were pushing an email btn right after our call, with no incentive to resolve the issue until I called the 4th time.I have worked with printers and when items do not come out as expected, they offered me a fair trade of ***rinting or refunding me. *** my job entrusted me to buy this, I have to pay $200+ from my personal funds to correct this elsewhere.Please consider a full refund, not partial.

  Business Response

  Date: 01/02/2025

  We are still working with Ms. ****** to resolve this issue for her.  She agreed to send the product back to us in order to receive a full refund.  Once the product is received by us, the refund will be processed.  Once we have the opportunity to inspect the Envelopes and see the issue for ourselves, we can look into further compensation to help resolve this issue, fairly.

  Customer Answer

  Date: 01/02/2025

   
  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:12/06/2024

  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 11/15/24 I communicated with Marvaughn H. asking for someone from their design team to view my design or allow me to email it in advance of placing my order. They replied their email cant receive attachments and if I want processing to review my file I could reply to the confirmation email with my request. I placed my order, paid $398.31 and replied to their email with my request as instructed. I got confirmation they received my request and someone would be in contact with me. That same day I got another email stating theres a problem with my order. I asked whats wrong, they responded on 11/18 stating to log into my account to view the information. I logged in and didnt see an issue, so I called. I was told my order was placed on hold but everything looks fine and its already in production. I said thats concerning because I had asked to speak with production first. She assured me it looks fine. She said when I receive the order if theres a problem theyll take care of it. I received the order, there were several problems. I reached back out by logging into my account explaining their errors with attached photos. 11/23 I received email confirmation someone would get back to me in 1-2 business days, but no one did. I followed up again letting them know Ill be filing a report. I am upset they did not follow through with their commitment to my written request to speak with someone prior to sending the order to production. I had hoped the hold on my order was to give them the opportunity to speak with me as I requested, but they removed the hold and moved forward without contacting me. They used pink instead of a bright fuchsia ink which clashes with my event theme. Also the letters on the proof are bold, clear and legible, but the letters printed on the product are extremely thin, the ink is faint/faded, rendering it barely legible. I want to use a different company. GotPrint are not professional, they arent responsive, and didnt follow instructions.

  Business Response

  Date: 12/11/2024

  We are sorry Ms. ******* is not completely satisfied with her order.  Ms. ******* asked for her artwork to be reviewed by our team and it was.  Our team reviewed her artwork and found to be "print-ready" by our standards.  We do not check for spelling or font size or font color--those are selections made by the customer at the time of the order--only that the image is aligned properly with the correct resolution and it was in both cases.  The images supplied to us showing the Mugs as they were received by Ms. ******* show that they printed exactly as ordered with no printing or quality issues observed.
  
  
  Still, as a first-time customer of ours, we have offered to extend our first-time customer guarantee to Ms. ******* which states, "We offer a Money Back Satisfaction Guarantee to our first-time retail customers or first time issues for orders with a subtotal up to $100. If you are not entirely satisfied with the finished printed product, you can send it back to us for a full refund of the printing cost only. Please make sure your first order does not exceed this amount; that way you will know exactly what quality to expect."  While we have not asked for the product back, we offered $100 in Store Credit to help resolve this.  We can change that offer to a $100 refund if Ms. ******* prefers (we have tried reaching out to her to make that offer, but no success).

  Customer Answer

  Date: 12/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The business dis in fact receive an email response from me last week requesting an independent review of the problem by someone who is not biased and stands to lose money by correcting their mistakes.  They did not respond to my request, rather they offered a $100 credit to be used in their store.  That is not acceptable to me because as the photos I provided in this complaint clearly and objectively show the quality as well color issues;  The photos show the proof I submitted to them in my order with a clear and bright legible hot pink colored font.  The photos I provided with the product they sent to me shows a light color pink with very faint and thin letters and barely legible even when looking closely.  That said, a $100 credit with a company who not only does not fulfill the order as requested by the costumer, and in addition tried to dispute the facts, is not a company I would want to take a chance and order from again.  I am satisfied that my evidence (attached photos in my complaint) speak for themselves and it is what it is.  What I  am willing to accept is the new offer they are making here for the first time which is the partial refund in the amount of $100.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:09/18/2024

  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.

  TERRIBLE CUSTOMER SERVICE. I have done business with GotPrint many times and the the results were fine. Last time, I had an issue with getting my 1000 cards 6 weeks later than expected. They took no responsibly for that, and I did not have them in time for my nonprofit fundraiser. They said they take no responsibility once it leaves their shop. They also said that I got a note that they delivered on 7/31 and I got an email telling me where to go to pick it up. NOT TRUE. I do not recommend them. Be careful.

  Business Response

  Date: 09/18/2024

  The order was shipped 7/24 using Economy Shipping, which can take 7-14 business days.  The order was initially picked up by our courier company and then handed off to the **** in the area it is to be delivered.  As per the tracking information, the order was picked up at the local post office 7/31.  Even though there was no error on our part, we contacted the customer yesterday and left them a voicemail to contact us and we once they do contact us, we will arrange a full store credit as a one time courtesy.

  Thank you
  

  Customer Answer

  Date: 09/23/2024

   
  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:07/25/2024

  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 ****** when my order arrived all the boxes looked great, no damage. Started opening orders they all looked amazing. Then I came to my magnets that where 36x72 - ****** for 3 of them I noticed the one I pulled out is damaged BUT worse of all its missing TWO!!!!I was to get 3 and only got one and the one I got was damaged. So I am missing part of the order: the Seller gotprint is blaming *** saying they damaged the package and lots the two magents BUT there was no damage dont to the boxes at all The seller wants me to wait for *** to respond but I PAID extra to rush ship this order so I could have it by last Friday! Its now been over 5 days from filing this complaint with no response from them! I now ordered these eles where and want a refund! By the way I been a customer here ordering every week for the last decade !!!!!A decade old customer ordering all the time and they would not help me!!As I said the rest of the order turned out great I got my small magnets, got my banners. But when it comes to the 36x72 magnets Im missing 2 and ones damaged so that total is ******

  Business Response

  Date: 07/30/2024

  The customer advised us that they received the package for the car magnets, but only received 1 of the 3 and the one received was also damaged.  We had requested pictures of the packaging so we could submit a claim with the courier, however the customer had already discarded the packaging.  Without this, it is difficult to place a successful claim.  The claim was submitted and we are waiting to hear back from the courier, we will reprint the 3 car magnets for the customer, however if they are requesting a refund, we will have to wait for the outcome of the claim request with the courier.

  Thank you