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:11/17/2023

  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.

  Date of transaction 11/6/2023 Amount paid $171.97 Business committed to provide intact banner Banner arrived folded inside a perfectly intact, non-damaged box with a hole in the middle of the banner at the crease where the banner was folded.Business is ignoring request and trying to irrelevantly place blame on third party.Order Number ******** Initially requesting replacement, but because company is refusing to comply now instead requesting full refund of BOTH ITEM AND AMOUNT PAID FOR SHIPPING. The company states they will refund the item, but only after I ship the banner back to them. I am putting the damaged ********* in the interim because I desperately need the advertising for my new business and will replace the damaged banner with an intact one once I receive an intact banner. I would be happy to return the banner AFTER I get a new one to put in its place, but not before because that forces me to lose advertising and therefore money.

  Business Response

  Date: 11/20/2023

  The customer had ordered a banner and when they reported to us that there was damage to the item, we requested that they send us images of the item, as well as images of the box and packaging.  The reason we ask for this is so we can determine if the damage was caused before the item was shipped or, as seems to have happened in this case, that the box was damaged and the courier put the item in a new box and printed a new label.  We had emailed the customer that the courier was investigating the issue.  At no time did we tell the customer that we were not going to assist them with this issue, in fact we arranged for the order to be picked up at our cost and emailed them 11/16 to let you know that once the order is received back, we would refund them for the order.  We are currently waiting for the customer to contact us to arrange that pickup.

  Thank you
  

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20884494
  
  I am rejecting this response because: As previously stated in the emails I sent your customer service (which were ignored) I cannot take the damaged banner down until I receive a new, intact banner. Please either provide a refund or send a replacement and THEN I will return the banner. I need the ********* for advertising during fall festivals and Christmas parades or I am losing potential business. I specifically paid A LOT OF MONEY for next day shipping because I need the banner NOW. I cannot wait until the holiday events are over to get a new banner from you while you hold my money hostage.

   

  Also, it is pathetic to blame **** Both banners are damaged along the folding, but only one has a hole. I submitted pictures showing the box was perfectly intact without damage. I want a smaller banner that does not have to be folded, and I want money back for the large, damaged banner.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/06/2023

  As we had previously mentioned, on this order, the original box was damaged and the courier placed the banners in a new box and printed a new label.  We are willing to offer a full refund, and we are waiting for the customer to contact us to arrange for the order to be returned to us, at our cost, and once the banners are received back we will refund the payment card.

  Thank you
  

• Initial Complaint

  Date:10/26/2023

  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 order $1500 worth of product from gotprint/printograph and only received a partial shipment. They told me they would not help me get my additional product I paid for and that I was basically lying that I didn't receive it. Terrible customer service, didn't deliver the items I paid for, offered no help whatsoever.

  Business Response

  Date: 10/27/2023

  The customer ordered 6 sets of notepads that were shipped 10/19 and delivered 10/24. On the afternoon of 10/25, the customer submitted an order issue to advise that 9 notepads were missing, but did not let us know which set this was regarding.  On 10/26, we asked the customer to send us images of the affected set and the packaging that the order was shipped in, that way we could determine if they box may have been damaged during shipping, replaced and a new label attached to it, the customer refused and demanded either a refund or the "missing" items or would dispute the charge with their card provider for the whole order, even though they still did not let us know which set had the issue.  As a courtesy, we offered the customer a store credit of $15, which would have covered the cost of the 9 notepads and if the customer would like to accept that credit, they can contact us to let us know.

  We are always willing to help customers with issues, but we ask that they work with us so we can get them resolved.

  Thank you
  

• Initial Complaint

  Date:10/17/2023

  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 received ***** business cards that were just thrown into an oversized box with no packaging. By the time I received them they looked as though they'd been through the tumble cycle in a dryer. They wanted photos of the box, cards and packaging which I sent. They came back blaming *** saying they must have changed the box, dumped my cards in to it, re-taped the label to the new box and just forgot to document it. Then they asked me to send the same exact photos to them again! Not only did the photos show that there was no tape on the label, but also that there wasn't even a rip on it from removing it from the original box which is physically impossible to do with a self adhesive label. There was also a sample card and a got print inventory sticker on the side of the box and again,no tape, no damage. It took me over two hours to reorganize these cards and they won't even take responsibility for it or reimburse me for having to fix their mess! This company has very poor business practices and even worse customer service. I will never order from them again!

  Business Response

  Date: 10/17/2023

  The customer submitted an order issue to advise that they received the order in a large box and the cards were jumbled up.  When we ship orders, we put the orders in a box that will help prevent the cards moving about, so we asked the customer to send us pictures of the box they received and the shipping label.  Once we got this, we confirmed that the box received was not the box the order was originally shipped in, after an investigation with the courier, it was established that the original box was damaged during shipping and was then placed in a new, large box by the driver and a duplicate label was printed and placed on the box.  We sent the customer an email 10/16 asking if they wanted the order refunded, reprinted or a store credit, the customer requested a refund which is being processed and should, depending on the financial institution, be 2-5 business days to go back on the card.

  Thank you
  

• Initial Complaint

  Date:09/13/2023

  Type:Customer Service 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.

  re: ********************* issue: non-responsive For over 2 months, we have been corresponding and given the run-around by GotPrint **************** via email <*****************************************> trying to file our Sales Tax Exempt forms in order to make a Tax Exempt purchase that we needed to make 2 months ago.We are a 501c3 non-profit charity ******** and are exempt from paying sales tax!GotPrint **************** has been playing games with us and refusing to do so.They ask us to completely fill in our full corporate name but their website does NOT allow for that as it is limited character space.We asked multiple times to have customer service to escalate the web site issue.But they refused!We a waiting to receive "tax exempt" status in order to make a purchase.

  Business Response

  Date: 10/04/2023

  As we had previously advised the customer, the "Company" name on the account needs to match the name that is registered with the State that has given the tax exemption.  Even though there are not sufficient characters on the website to enter the name, the name that the customer is entering does not match the name registered with the state.  We would ask them to check their records or contact the state to confirm the details that should be entered.

  Thank you
  

• Initial Complaint

  Date:08/29/2023

  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.

  ****** business envelopes ordered, Yellow print was printed instead of the green color approved, yet they claim they dont have to or guarantee color match.

  Business Response

  Date: 08/30/2023

  We are not showing that we have any orders directly with the details provided.  If an order was placed by a 3rd party on their behalf, we would ask that they contact the person who placed the order for them.

  Thank you
  

• Initial Complaint

  Date:08/01/2023

  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 placed an order July 26th on GOTPRINT.com for postcards that I use for advertising. I have ordered thousands of postcards from them throughout the years; over 20, 000 cards just this year. The last Order I placed on July 26th arrived August 1st and was misprinted completely. The card was dark and the colors completely changed. I reached out to them and was told that the color change was because of the file I uploaded. This I the same file I have printed several times before without issue. I sent them a side by side picture of the previous card I received from them and the new one. They refuse to correct the issue. I am disputing the charge with the bank because they do not want to correct the issue.

  Business Response

  Date: 08/11/2023

  This order was for postcards and the file the customer customer uploaded was in the *** color format and we print using a 4 color process using the **** color process.  If we receive an *** file, it is converted to ****, however the same *** file can be converted 10 times and have 10 different results.  This is one of the reasons we ask for the files to be uploaded in ****, to prevent color shifts due to the file being converted.  As a courtesy, we have offered the customer a store credit of $350 towards a future order as this was due to the files.

  Thank you
  

• Initial Complaint

  Date:06/21/2023

  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.

  They say free shipping on business card orders of quantities of 250 and higher but it's a lie, they charge you for shipping.

  Business Response

  Date: 06/21/2023

  We do sometimes offer free shipping on business cards, however it would require a promo code that would entered during the checkout process.  We would recommend for the customer to contact us if they are having issues like this.

  Thank you
  

• Initial Complaint

  Date:06/21/2023

  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.

  An order was placed and shipped on 6/15/2023 for **** business cards for a client of ours who is a doctor. The order # is #********, and the tracking number is #1Z8E5A210332061609. Got Print charges me $85.44 for these cards. The doctor's ****** called to let me know the cards were discolored. There appear to be red smudges on the edge of the card near the doctor's ******* info. I sent a picture of the card to Got Print and *******ed them by email and phone. They are asking for pictures of the box the cards were shipped in, along with pictures of the cards inside the box and the packing material that was sent with the cards. The doctor's ****** does not have the packing material and box. I asked Got Print to please resend the order at no cost. I offered to send the damaged cards back, but they will not replace the order or issue a refund. I want them to refund ** the charge of $85.44. They are being very difficult. I will never use this company again.

  Business Response

  Date: 06/21/2023

  The customer submitted and order issue to us yesterday, 6/20, advising that the package received was damaged.  Because of that, our ******************* requested images of the packaging so we could place a claim with the courier, as well as a group image of ***** of the cards.  The customer called ** several times today and they were advised multiple times that we require the images.  We have determined that this is not a damaged package, but possibly a printing issue, however to see what the issue is we still require the group shot of ***** of the cards in order to continue with the customers claim.  When we print, we use test sheets to calibrate the printers and sometimes these may be included in the order as extras.  Once we receive the requested images, we will see what options we can offer the customer, we only require the group shot of the cards, not the packaging.
  

  Thank you
  

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20215567
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/10/2023

  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've used this company dozens of times. Our artwork was uploaded correctly. The print jobs all seem decent quality. In the last 12 months, I've lost access to the files and have been using their reorder function to get the items I needed. I asked the representatives through chat and over the phone to please send me a copy of the files that I uploaded. Their response was that they are unable to send them to me. One excuse was they do not have authorization. I asked for someone who did have authorization and was told that they can't do that. I told them that these were MY files and that they belonged to me. They simply repeated themselves..."we can't do that". They are obviously storing my files for ease of service, but they would not send me copies of something that I created with my own software. This is ridiculous. I will not do business with a company that won't return intellectual property back to its owner. Uploading my files to their site does not turn over my rights to my own files. I do not have the time to recreate these files nor do I want to spend the money to hire someone else to do it.

  Business Response

  Date: 05/22/2023

  Once files are uploaded to us, they are converted to a proprietary print format that is used for the print process only.  Even if we were able to send the customer the files, they would not be able to open them.  We do also state in our Terms and Conditions that we are unable to send back any files or content, we apologize for any inconvenience that this may cause.

  Thank you
  

  Customer Answer

  Date: 05/22/2023

   
  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.

  I would also like to add that regardless of their recent message/policies, they still returned the files to me. Thank you. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/03/2023

  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.

  Ordered Labels. The die cut was off over an 1/8" inch. They won't reprint or refund the money. The website states that they are allowed 1/16" variance. Mine was double that. See attached photos. I have re-checked my art and it is ****************** in the oval. If they won't stand by 1/16" they need to change their variance allowed to 1/8" on the website.

  Business Response

  Date: 05/11/2023

  The customer had ordered oval stickers and had put a border on them.  We do state on the website that we recommend against borders in case there is a shift during the cutting process they may appear uneven, as happened in the case of this order.  The cut shift was within our tolerance of 1/16th of an inch, we did however offer the customer a full refund if they returned the order to **, or we would reprint the order with the understanding that if there is another shift within our tolerance, no further accommodations would be made.  We are waiting for the customer to respond to ** as to what they would like to do.

  Thank you
  

  Customer Answer

  Date: 05/12/2023

   
  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.
  I would like to note - the cut shift wasn't within the tolerance of 1/16" it was over an 1/8" of an inch. I will be sending the bad ones back for a refund. They will be able to see how much it shifted during the die cut. Also, they didn't offer a refund until I made a complaint. Thank you for helping me. I really appreciate it. 

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