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:06/13/2024

  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.

  I ordered 1000 4x6 cards with rounded edges. This was a reorder of the same that I have re ordered once before also. When I received my cards the corners were not rounded as previous orders of mine and as I ordered this time. When I try to contact them they customer call center passes me off to the email complaint which is the only way Gotprint will communicate with customers. Although I want my cards reprinted correctly they would only offer a ***** store credit or the same amount refunded. I don't want a store credit so they refunded me instead of re-doing my order correctly. This is totally unsatisfactory. All I want is my order correctly done.On the email where you take photos and send to them and then they respond, it says for further assistance email at ,.... or call the number. I called the number and that lady was less than helpful telling me the only way Gotprint communicates is by email. I just want my order correctly done if they want anymore business from me.

  Business Response

  Date: 06/13/2024

  The customer ordered 1000 postcards with rounded corners and reported to us on 6/12 that the corners were squared.  After investigating, we determined the error was on out part and we offered the customer a refund for the amount of the rounded corners, which the customer accepted. 

  Then the customer contacted us back 6/13 stating that they were not happy with the refund they had agreed to and wanted the order reprinted.  As the refund was already processed, we advised that we would be unable to reprint the order, however we did refund the balance of the order , which was done 6/13.  The customer did today confirm that they will accept the full refund.

  Thank you
  

  Customer Answer

  Date: 06/18/2024

   
  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:06/05/2024

  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.

  On May 10 I ordered 36 orders of 250 collector cards (which is ***** cards in total). 25 of those orders came through looking great. However 15 had serious issues and the customer service is lacking since it can only take place via email.The 15 bad orders ran like this. I ordered 250 cards and for each order I got roughly 200 good cards and ***** Make Ready cards that are Unacceptable. Make ready cards are the first press cards used to see that the press is set for the run. They are Test cards and GotPrint tried to pass them off as cards I had PAID for. In nearly all of these ********************** 50 Make ready cards, 20 percent of my order, instead of good clean cards. That added up to 652 cards I have been cheated out of that I paid for.They offered to credit my account $130 which is not much compared to the $1972 I spent. They did not take any real action and the only acceptable action would have been to reprint my cards so I would have the 250 total I paid for for each of the 15 orders they messed up.I do not know where their quality control is but it is not showing up in my orders.I spoke with their people and they could only say send your complaint in to the email address ******************************* and they will email you with what they are willing to do. Well it was not much.They never:1. Admitted to the problem (even though I gave them pictures of their printing.2. Actually spoke about what they would do to cover their initial responsibilities of my order of ***** cards 3. Made good on the **************************************************** my order.This order number had 12 units of cards ordered: Order #:28593073 This order number had 25 units of cards ordered: Order #:28592939 I want Gotprint to reprint my 15 bad orders at their expense for the under handed tactics they have employed.

  Business Response

  Date: 06/06/2024

  The customer contacted us to advise that some of the sets on the 2 orders had cards on which the colors were more faded then the other cards on the sets.  Some of them were what we call make readies, or test prints, but on investigation we did find that there may have been a printing issues on some.  Because of the way we print, we are not able to print small quantities of cards, so we offered a prorated store credit to the customer to cover the affected amount of cards.

  We are a gang run printer, what that means is that we do not print on the final sized card, we print ***** different orders with the same card stock and quantity then they are cut to the final size.  This way, we can spread the initial set up cost between multiple orders and keep our prices low.  This does have the disadvantage of limiting the quantities we can print to the ones shown on the website, which is the reason we offered the customer a store credit as the number of cards affected were between 5 - 60 per set.

  On this occasion, we are willing to reprint 100 of each of the affected sets, however the customer does need to be aware that the colors may vary slightly from the cards they already have.

  Thank you
  

   

• Initial Complaint

  Date:05/02/2024

  Type:Sales and Advertising 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 a set of cards from them as a test run. They arrived in great condition, so I ordered a much larger order (***** cards total, 9 designs, $541). When they arrived, the printer had stacked so many in the box, that the height of the cards pushed the lid upwards so you could see about a half inch of space between the lid and the side of the box (which was not taped). Cards were sliding out of the box upon arrival. Then they didn't protect the cards from moving inside of the package. The cards rubbed against each other and the ink transferred to the inside of each card leaving the interior smudged, dirty looking and unacceptable to sell. I cannot speak to a live person in quality control. They will only communicate via messages, but do not listen to the problem. They claim there is an overrun of ***** cards, which is a lie. The original order may have had 8 cards extra tops. This order had 6 extra in some but less than the amount ordered in others. Then they keep trying to blame *** and pass on the cost to them. They want to have *** come and inspect the boxes (for what reason I have no idea). The boxes are not repacked. Their proof is adhered to the inside of the box on each package and none of the boxes were retaped. The boxes were not damaged in any way. I sent 71 photos documenting the damage and condition of the boxes. I have gone above and beyond what I should be doing as a customer. Then they say they will credit my account $30. How does that equal to the $541 I spend?!?!!? This is unacceptable on so many levels. They should either reprint the entire job and pack it correctly or provide me with an entire refund.

  Business Response

  Date: 05/03/2024

  The customer had ordered 9 sets of greeting cards and they stated that when they received the order there was damage due to the packaging.  We had asked the customer to send us pictures of the cards as well as the packaging the orders were received in.  The customer initially blamed ********************** for the condition of the order, when we did receive the images, we were able to establish that there was damage during shipping and the courier had put the cards into new boxes and printed new labels that they then attached to the boxes that were not suitable.  Because of this, are currently in the process of reprinting the whole order for the customer due to damage caused during the shipping process.

  Thank you
  

• Initial Complaint

  Date:04/29/2024

  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 am trying to delete my account but am unable to. I sent an email to customer service as per the sites instructions, and they told me to send an email to their privacy division. I did so, and have not heard back. GotPrint is violating the CAN-SPAM act by not including a physical address in their marketing emails. I have reported this to the **** Also, it is not as easy to unsubscribe from the excessive marketing emails as it should be. I want my account deleted, and I want my information deleted from GotPrints database.

  Business Response

  Date: 04/29/2024

  The customer emailed us twice, once 4/22 and again on 4/28, the first email stated that we have "24 hours or else" to delete their account.  Under CA law, we have up to 30 days to resolve the issue.  On checking the customer's email, there is some important information that we require that is missing, we have emailed the customer to advise the information needed.  The customer also needs to be aware that because marketing campaigns are sometimes done months in advance, they may still receive Marketing emails up to 3 months after their account has been deleted.

  Thank you
  

• Initial Complaint

  Date:03/13/2024

  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 2500 business cards from this company. They arrived with a white line going down the front of all of them, and 2 white lines going down the back. I filed a complaint asking for a refund. The company states that it is a bleed issue and will only give a credit of $70, even though I paid $130. This is CLEARLY a print issue, not a bleed issue. The lines are going down the entire cards!!I ordered a test order of this same exact file in January, and it arrived with no issues. This is a reorder of the same exact file. The company does not want to accept blame and resolve this, despite their guarantee.

  Business Response

  Date: 03/14/2024

  After the customer advised us of the issue, we emailed back to advise that we can either offer a store credit of $70 OR we can reprint the order for free.  There may have been a misunderstanding regarding the bleed issue, that was to let the customer know that the original files did not reach all the way to the bleed line, so if there was any shift during the cutting process, the reprint may have an uneven white border on it, an email explaining this was sent to the customer 3/12.  We currently have 3 options for the customer, either the $70 store credit, a free reprint with the understanding that due to the bleed issue on the original files there may be an uneven white border or if the customer would like a refund, they can return the order to us at their cost.

  Thank you
  

• Initial Complaint

  Date:03/12/2024

  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 ***** business cards, which were supposed to be printed in complete black ink on the front of the card and the design was supposed to be white. The cards finally arrived and there is a terrible purple hue all over the front of the card. The toner or black ink seems like it was running low during printing. This is an unacceptable design flaw and it is not what I ordered, nor what I paid for. I submitted a report about the mistake, two business days ago and have yet to hear back from them. I reached out to chat, who told me they couldn't do anything and I would have to email *********************************** I've done that, but after reading MULTIPLE reviews about their terrible customer service, I have decided to file a report after realizing this company does not care about correcting their mistakes.

  Business Response

  Date: 03/12/2024

  The customer reported the issue 3/5 and on that same day our ************************** sent the customer and email requesting for a group shot of ***** of the cards so we could see the issue.  The customer contacted us back via email 3/7 and we again requested the photo of the cards, which the customer supplied 3/8.  On 3/11 we advised the customer that we are unable to do a reprint of the order as there were issues with the files, they were not set up correctly, so a full refund was sent to the customer.  If the customer has any further questions, we would ask them to contact us.

  Thank you
  

• Initial Complaint

  Date:02/23/2024

  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 placed an order for 4 PVC signs on January 29th 2024. I received the 4 signs on February 6th. The box had a slight bend in the bottom corner and *********** were cracked in the bottom corner. I submitted a claim with GotPrint and sent in all the requested photos of the box and each sign. I was then told that GotPrint would submit a claim to *** and to wait for further instruction. February 7th I was emailed and told that *** had started a claim and they would come pick up the order. The email also stated "Please advise us if you would like a reprint, refund, or store credit for a future order." I emailed and asked for a reprint, as I need these signs ASAP for my business. I received no response back about my request. *** came and picked up the order on February 9th. I got another email from GotPrint "We have sent a follow up email to *** to continue with the damage claim. After 02/14/24 or the allotted time has passed and *** has finalized its investigation you may email us for the status of the investigation and to select one of the following compensation: reprint, refund, or store credit for a future order." It's Febrary 16th I have not heard anything from GotPrint so I called into customer service. The representative I spoke to told me it's not their faulth the boxes were damaged and they wait to provide resolution to the customer until the claim is processed by the shipping company. This is ridiculous. What am I supposed to do in the meantime? I paid for an order that I don't have and now I have to wait for the shipping company? This is HORRIBLE customer service on the part of ********************. I will not be using them again. To not take care of a customer is not customer service. Go through your claims process with ***, fine, but that is not something that should fall on the customer.

  Business Response

  Date: 02/28/2024

  The customer informed us of the damage to the order 2/6 and we submitted a claim with the courier company 2/9 after getting all the information and pictures from the customer.  We emailed the customer to let them know that we had arranged for the courier company to collect the damaged package and the investigation could take until 2/14. On 2/10 the customer sent an email demanding the order be reprinted and sent out that same day, which we are unable to physically do, customer then contacted us 2/16 as not happy, we followed up with the courier and on 2/19 a full refund was issued to the customer.

  If the customer has any further questions, they can contact us.

  Thank you
  

• Initial Complaint

  Date:02/07/2024

  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.

  After a recent rebrand, I had to purchase new business cards for 21 staff members. I placed the order together, to ensure consistency in the printing. When the printed cards arrived, they had been printed in 3 separate batches using 2 different printing methods. No where could I find anything on their website that explained that this would happen. As a result I 3 different variations of the same design. In one, the colors were pretty accurate based on the proof I approved. In another, the colors were much darker but still acceptable. In the final batch, it was clear that there was an issue during the printing as the colors were washed out and faded and what printed as navy blue on the other cards was a pale purple. I contacted GotPrint right away and was told to submit multiple photos of the issue. Their print quality department has no direct phone or email so you can only talk to them through putting in a ticket which meant a lot of back and forth. I ended up provided half a dozen photos because they kept asking for more. They then said that this was just the printing results. I pursued the issue and they said they would provide a small credit, which didn't even cover the costs to have the worst ones reprinted. They then said they would reprint the worst batch. After waiting, new cards arrived but of the 7 sets of cards that needed to be reprinted, they only reprinted 4 of them. If an entire batch was printed together with the same issues, why would you only offer to reprint a portion of that batch? It makes no sense. In our building we have all our staff business cards on display together at our service counters. Now we will have cards in 4 different color variations which looks ridiculous. I have been using GotPrint for over 15 years for both personal and business and I have never had this much trouble or poor customer service. They are refusing to make this right and forcing me to find a new printer. Thankfully there are many options out there.

  Business Response

  Date: 02/19/2024

  The customer placed an order for 21 sets of business cards with different quantities and had an issue with the colors on sets that were done with the quantities of 100 and 250.  We are what is know as a gang run printer, what that means is we do not print on the final sized card, we will print ***** different orders at the same time that have the same quantity and the card stock on large sheets of card.  Also, for lower quantities, we may print them using our digital printers, all this allows us to spread the initial set up cost across multiple orders so we can keep our prices low.  This does have a disadvantage that we are not able to guarantee color consistency with different quantities on the same customer order, we do not color match, we offer an 85% match to the original files.  The sets of cards the customer had the complaint with were found to be within the 85% tolerance, however we did offer the customer a store credit of $100 as a courtesy.  The customer also wanted a reprint of all the cards with the quantity of 250, which we did agree to, again as a courtesy, on the understanding that the results may have been the same as the original cards, which the customer agreed to.

  Thank you
  

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21253105
  
  I am rejecting this response because:
  
  This is not an acurrate account of what happened which they should have ample documentation of with our email interactions. No where on their website do they mention an 85% tolerance and this was never mentioned to me once. If they were to see the printed items in person they could clearly see that the 7 sets of cards at dispute the most, were significantly different. What should be navy blue was a pale lilac purple. What should be black was a pale washed out gray. They did offer to reprint them finally after a lot of back and forth. (So much for the customer always being right) When they finally did reprint them, they only printed 4 out of the 7 sets. When I inquired about the 3 remaining sets, I was met with rude responses indicating that they were done with this order and there was no more to discuss. I repeatedly asked for the name and contact of a supervisor and they refused to give me that information. 
  
  It wasn't until I filed this complaint that I suddenly received better service. Because I needed the cards, I went ahead and placed a reorder simply to get it over with and be done with the company. Got print then contacted me offering to reimburse me for the order I'd just placed of the remaining sets. Had I not filed this complaint I don't believe this would have been the case. None of their customer service agents for quality control ever give their name (despite asking) but it seemed I was now talking to a different person. 
  
  In the end they order was eventually resolved however the level of service was absolutely unacceptable. I had to send over a dozen messages, call on the phone, file a BBB complaint just to address the issue when all I originally wanted were the 7 sets of cards reprinted. I just want the actual facts reflected in this file rather than GotPrint's inaccurate version of events. 
  
  I still never received the name of the person I was dealing with nor was I given a supervisor's name or contact. I want that information so that I can file a proper complaint with the company. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/28/2024

  The resolution was sent to the customer before we were informed of this complaint, we had offered to reprint several of the sets of cards and offer a store credit on others as a courtesy and the customer was advised of the reasons there was a difference between the sets.  If the customer would like to submit a contact form on the website, we can look into the correspondence between us and the customer as all of our calls, online chats and emails sent and received are kept.

  Thank you
  

• Initial Complaint

  Date:01/23/2024

  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 have done business with GotPrint for many years. Recently, I ordered 500 return address labels online, via their site. Order #******** was approved on Jan 10 2024. The artwork I submitted was to be trimmed when printed. I created the label to GotPrint's specs, and it looked correct on their site. But the only proofs GotPrint would provide showed the artwork at full bleed -- examples of what the final, trimmed stickers would look like were not provided. The only way to see a trimmed version was in a very, very small preview screen on the site, which I explained was not very helpful. In printing, you want to see detail. Before placing the order, I contacted GotPrint first by chat, then by phone. I said I'd really like to see a trimmed proof, but they said they don't offer that. I asked if they would provide one to me anyway, as it's a reasonable request, and they said they would not, but assured me the stickers would print as I intended, within the borders as shown on their site. The stickers arrived, and the trimming was all over the place. The labels' art and text were uneven and inconsistent, and were cut off on some labels. Poor work. I filed a claim asking for a reprint of the job, and my claim was rejected. I contacted GotPrint again by chat, and was more or less cut off and told to call in. I called in, said now that I've had to go through all this TWICE, I don't even want a reprint, I want a REFUND. The rep said they would refile the claim for me. Today (01/23) I got the same reply as the first time -- GotPrint would not accept responsibility for their poor work. GotPrint should be embarrassed by their inability to print and trim a 3" label correctly, but that's their problem. I did not get what I paid for, and I want a refund. As can be seen in the attached photos, the labels are wildly inconsistent, and nothing a business would be comfortable using. Would GotPrint use labels that were trimmed this poorly? I feel I know the answer. KEY TO IMAGES: "trim guide from GotPrint site" was taken from the GotPrint site. The exterior border should have been trimmed away, leaving artwork with thin border around the entire sticker. "GotPrint mistrimmed labels" shows a selection of labels I pulled from the box at random. The trimming is a mess, slicing off part of the artwork and address on some piece. Again I ask: Would GotPrint use labels themselves that look this sloppy?

  Business Response

  Date: 01/24/2024

  Gotprint is what is known as a Gang run printer.  What that means is that we do not print on the final sized item, we print 20 - 30 orders on huge sheets with the same card / paper stock and the same quantity.  The items are then cut and trimmed to the final size and because of potential cutting shifts, we clearly state under the "Preparing Files" section of the website that we do not recommend borders as if there is a cut shift, they may appear uneven, especially on a small item like a 3 inch x 1 inch sticker.  In the case of this order, there was a cut shift, however it was within our tolerance, but we did offer the customer a $10 store credit as a courtesy.

  Thank you
  

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21187036
  
  I am rejecting this response because:

  The form-letter response does not address the fact that BEFORE I placed the order I discussed my concerns about trimming with GotPrint's customer service ***** both via chat, then by phone, to confirm the labels would trim as I ordered. I was assured the labels would print as I wanted. Look at the samples provided: Some of the trims cut into the artwork! This is not just out of variance, this is sloppy work.

  I have been a customer for years now. I have spent a lot of money there. I know what kind of work I should expect from your company and this is unprofessional work, far below your usual standards. But most importantly, I didn't get what I paid for. I will not accept it.

  As professionals, you should take more pride in the work your customers pay you for.

  Finally, your form response failed to address my question asking if GotPrint would be comfortable using those labels for their own business use. Clearly you would not.

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

  Business Response

  Date: 02/02/2024

  As we mentioned previously, we state on the website that borders are not recommended due to the potential of a shift during the cutting process, especially for a small item like a 1 inch x 3 inch sticker, as it will look more noticeable.  This was a file issue, not a printing issue, however we have offered the customer a store credit of $10 as a courtesy, if the customer would like to accept it, they can contact us.

  Thank you
  

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21187036
  
  I am rejecting this response because:

  I didn't get what I paid for. I didn't get what the business' own rep assured me I would get when I SPECIFICALLY contacted them to confirm the order would print and trim as I wanted.

  A ten-dollar coupon is an insult.
  

  If the business is going to behave this unprofessionally and dishonestly, they can forget about any future business from me or my clients.

  I have spent hundreds of dollars with GotPrint, and I have directed my clients to use their services as well. Never again. And I will do all in my power to discourage my colleagues and clients from using GotPrint.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/11/2024

  We are sorry that the customer feels that way, however, we so clearly state on our website that we do not recommend borders on products due to the possibility of a cutting shift, which will be more noticeable on smaller products.

  Thank you
  

• Initial Complaint

  Date:01/12/2024

  Type:Product 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.

  Got Print offers a Broker's Account program. In order to qualify, customer needs to fulfill 4 criteria, according to Got Print (screen grab attached). I am fully eligible for the program, and on 09.26.23 I was provided access to the program.On 01.02.24, I received an incoherent email from the Broker's Program, ******************************************** advising me that my Broker's Account was cancelled. The email, copied below, contained numerous logical inconsistencies and filled with false accusations pertaining to my orders. Rather than request proof, Got Print's inept representative made baseless assumptions and false accusations. "Please note, during an internal audit we found that your orders are for (xxxx) which seem to be the same company as (xxxx). As previously mentioned, your orders must be for resale and not intended for your own personal or promotional use. Your broker account will be converted to a retail account which you can access using the same credentials on GotPrint.com. In addition, unfortunately your account will not qualify for tax exemption. All order will remain taxable."An auditor's job is to seek evidence and request documentation, not make false assumptions. As I fully fulfill all criteria necessary for a Broker's Account, my request is for Got Print to reestablish my Broker's Account, or to advise me what documentation they need from me in order to reestablish it. Additionally, I wish to see credentials of the "auditor" hired by Got Print since, counter to their false claim, no audit was performed. If Got Print fails to upgrade my account, I will conclude that the company is engaged in false advertising, and will take further steps accordingly.Thank you,*****

  Business Response

  Date: 01/15/2024

  We notified the customer that after an routine internal audit on their Broker (reseller) account, it was determined by us that the customer was not reselling the products ordered from us but using them as promotional items.  Because of this, it was decided that the customer's account would be reverted to a retail account. 

  As per the Terms of Use that the customer agrees to every time they place an order, "We may, in our sole and absolute discretion, suspend or terminate your GotPrint Broker account at any time, with or without notice, and for any reason, including, but not limited to, if you breach these Terms of Use or our Terms of Sale.".

  If the customer can show on future orders that they are reselling the items, they may reapply for a Brokers account in the future, however there is no guarantee that they will qualify for one.

  Thank you