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:04/25/2023

  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.

  I ordered some doorhangers. They kept rejecting them and then they were finally approved. I ordered next day air. Either *** lost them or GotPrint never sent them, it isn't updating on their tracking system. I emailed them 5 days later after the doorhangers were supposed to arrive. They said I had to wait an additional 5-7 business days before they could come to a resolution. I wanted them next day because I had an event. I called got print. The man on the phone ensured that I would receive a refund. I have not received a refund or an email and it has been 17 days after they were supposed to come. I would like a refund in the form of a check.

  Business Response

  Date: 05/02/2023

  The customer ordered door hangers that were due to ship on 4/3 with Next Day Air shipping.  We shipped the order on 4/3 and it looks like there were issues with the courier and the order did not get delivered until 4/19.  As I am sure the customer understands, once the order is shipped, we have no control of it. Once the customer informed ** that the order had not been received, we submitted the issue to the courier and did get any information from them until the order was delivered.  We have already advised the customer that as a courtesy we can either refund the shipping fee, or, if they would like a full refund, we will arrange to pick up the order and return it to **.  Once the customer lets ** know what they would like to do, we will proceed accordingly.

  Thank you
  

• Initial Complaint

  Date:02/01/2023

  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.

  I ordered **** business cards. The first batch comes in with excellent quality. The second batch comes in with defects. Filed complaints with the company online. the company asked me to provide a picture of the defected business card. I provided a picture of a few cards. Then they asked me provide pictures of at least 50 cards. I provided pictures of 70+ cards in one picture, from different angles. They realized the entire batch is bad and told me that they were not responsible. I request a refund.

  Business Response

  Date: 02/01/2023

  The customer placed an order with us 2/16/2022 for **** business cards and we advised them on 2 occasions that the file had the incorrect dimensions, but the customer declined to correct the files and requested for us to print the order as it is. On the template, there are 3 lines, the blue is the safe zone, anything with this will print, the red line is the ideal cut line and the black line on the outside is the bleed line. Any text or logos should be within the blue line and any background image or color should extend to the black line. The reason for this is that we do not print on the final sized card, instead we print 20 to 30 orders on huge sheets then cut them down to size. It seems that on the original order, the background color did not extend all the way to the bleed line, but did get cut on the cut line so there were no uneven borders.
  The customer then placed a reorder on 8/19/2022, a reorder uses the exact same files as were used before and the customer had approved, and this time there was a slight shift in the cutting process, still within our stated tolerance, but because the customers files did not have bleed, there was an uneven white border. The customer submitted an issue 8/30/22 and we requested photos of 10 to 15 of the cards as a group shot, which the customer sent 9/24/22. Then we sent an email advising the customer that the cards were printed and cut within our stated tolerance and the customer had requested to print the cards using the files that we had advised were not print ready. The last correspondence we received from the customer was 9/26/22 threatening a charge back from the credit card company and a BBB complaint.
  Due to the time that passed since we last contacted the customer, we consider this matter closed.
  Thank you

• Initial Complaint

  Date:01/25/2023

  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.

  Ordered custom cards on January 4th for $140. I received the order while in the hospital and opened it when I got home from hospital on Jan 19th and reached out to the business about the prints being very dark, and the cards peeling and tattered. The business advertises a Satisfaction guarantee for 1st order which it was. Under the guarantee, it states printing errors, color, and cutting. I could return the order and receive refund. It does not elaborate on each of those. I have a copy of the guarantee. When messaging them on Jan 19th and sending photos I was told that there was information somewhere on the site that the paper option i chose was not advised for dark colors and they would be 10-15% darker. That was not easily found or readily found when ordering. They then tried to hind behind their terms of service. They refuse to work with me in a way that I would not be losing money to their company. Their site is overwhelming with links and options to begin with, making it hard to find important information about printing. I was told that the guarantee does not cover color issues (yet specifically lists color on the guarantee). They emailed stating that as a COURTESY they offered a reprint which would still be too dark OR $15 in store credit. Making their guarantee false advertisement and a promise they have no intention of keeping. It seems the goal of the guarantee is to lure customers into a false sense of security to order, thinking that they would have options if unsatisfied. I told the company $15 was unacceptable and had I known the colors would be darker, I would have went with another coating option. They didn't offer to let me change anything for the reprint. No options to send product back or receive a refund. I no longer want to do business or reprint with Gotprint. I want them to uphold their advertisement and promise and issue a refund. I will be happy to send the product back. I am working with my bank and filing a complaint with the ****

  Business Response

  Date: 02/01/2023

  This order was for 2 sets of postcards and one set of collectors cards, all using the 14pt uncoated card stock. The customer contacted us 1/19 to advise of an issue with the collectors cards, that they were dark and the edges were rough. We requested photos of the cards in question so we could see the issue and ound that that the cards were within our color tolerance, however there was an issue with the cut that was from our side. Because of this, we offered the customer two options, the first was if the customer wanted to adjust their files and place a new order, we would offer a store credit of $15 or we would reprint the collectors cards for free with the customer's understanding that the color may still have the same issue. We do specifically state in the guarantee that we do not color match.
  Because this is the customer's first order, we are willing, as a one time courtesy, to offer a store credit or refund of $100, the customer can email ** or submit an order issue through to the website to let know how they want to proceed.
  Thank you

  Customer Answer

  Date: 02/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Correction: I ordered 1 set of postcards and 2 sets of collectors cards. I attached a picture of the order previously. As stated in my emails and this complaint, I did not expect exact colors, but as I also stated these are black unless in bright lights. Even the postcards the design was white on one side and came instead a light tan/ cream. I have never known a company to print off color so much that white was even off. The card had cuts? The tattered sides of the card were one of my issues. If you're refering to the postcard corner it was 1 card of 250. When I opened the cards, those were first opened. I thought perhaps I could make due with the white being cream colored, and I tested the punch.I always round corners and used 1 card to test to see if the cards punched easily. Since this is a jewelry business, I would need to punch each of the cards. I always test everything I receive in case I need to make adjustments to the cardstock and reorder something different in the future orders. I reorder frequently. Because of 1 card, the company dismissed my request to adjust the files and reprint? A reasonable ask given the situation. They were already going to reprint the cards using the same file anyway. Offering $15 credit on a $140 order due to me testing the quality of one card is ridiculous. That is $15 of the $140 I spent with their company. It shows that Gotprint does stand by their products or their promises of being completely satisfied. I would have been fine with GOTPRINT keeping the cost of that one card I sampled and deducting it from the refund amount. In the guarantee, you specify color issues. Black instead of the colors chosen (blue, and purple) is more than off. I was not difficult in any way and not looking to make trouble. If I had known that GOTPRINT was not going to stand by their satisfaction guarantee by nit-picking and looking for a reason not to abide by it, I would have never ordered. This feels like false advertisement and giving customers a false sense of security to order.
  I would like my full refund. I am willing to take a $139 refund instead of $140 to cover the cost of the one card I sampled. I clipped the corners of one card. They sent me hundreds that I could not use.

  Business Response

  Date: 02/07/2023

  The customer originally submitted an issue on one part, or set, of the order stating that is was dark and the edges of that set were roughly cut.  Our ************************** established that the color issue was not a printing error, but due to the files the customer uploaded, however the cutting issue was on our end.  Because of this, they offered the customer 2 options, either a reprint using the files the customer originally submitted, or, if the customer wanted to adjust their files, a store credit towards a future order.  The customer did not advise of any issues with the rest of the order until they submitted this complaint.  Our First Time Customer Guarantee states that we will offer a refund up to $100, which is what we are still offering the customer.  If they wish to accept this, we would ask that they email ** with the order number and their acceptance or submit an order issue through the website.  Thank you

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19318821
  
  I am rejecting this response because: I did in fact mention all problems stated in this complaint in an email and attached all of those emails here for the BBB to review. I sent all of those emails, files, and images to my bank as well. The company offered $15 store credit of my $140 and expected to rebuy my cards I already paid for. I would have lost more money to this company for their mistake, whether they want to take responsibility or not. I will accept nothing less than the full refund. I would also advise the company to look ** business regulations regarding in store credit and refunds on the *** website. 

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

  Business Response

  Date: 05/11/2023

  The customer had originally advised of ** of an issue with only one set of cards on the order and upon review of the pictures the customer sent **, we determined that there was an issue with the way that set of cards was cut, so we offered the customer the option of a free reprint using the same original files and paper stock, we are unable to make those changes on reprints, or a store credit of $15 so the customer could update their files and select a different card stock on a new order.  The customer did not make ** aware of any other issues with their order until they submitted the BBB complaint & was then requesting a full refund of the entire order.  As a courtesy, we have offered the customer a store credit or refund of $100 and we are waiting for the customer to respond to ** to let ** know how they want to proceed.

  Thank you
  

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19318821
  
  I am rejecting this response because: 

  I should not have to fight a company to uphold their own company values or their guarantees. Gotprint tried to find any reason to take my money, only offering me $15 of my own money forcing me to either be without the product I paid for or spend more money due to their mistakes. It took a BBB complaint and to file a charge back with my bank for them to offer to uphold their guarantee. I submitted all the proof with my bank for a charge back and they sided with me. I received my full refund from the charge back and this case can now be closed. 

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

• Initial Complaint

  Date:12/28/2022

  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.

  Scam artists. Instead of printing a clear poster with the ordered dimensions_ that i paid for and waited tonreceive by xmas, they mailed me a blurry much smaller then i ordered puece of junk that i coudnt use as a xmas gift as intended. When i tried to resolve it they gave me a run around blaming it on me- that 'i sent them wrong extention file or something'. Like if i knew what they are talkimg about i would be in a printimg business myself and woukdnt need their assistance. Its their rrsponsibilotu to make sure they have what they need to produce the right ordered size and a quality printed material. I want my money back, and asap because i need to order that from some othet business or i need them to reprint the work at do a better job. If they need a different file format they are smary enougj to change it manually and producecacquality result. I can go to small claim court too and they will end up losing it and will pay court fees so im giving thrm one chance to make it right.
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2023/01/04) */
  We only print what is uploaded by the user. We do not alter any files.
  
  The correct dimensions for this product is 36.127 x 24.127. The resolution we ask for is 150 dpi. The color format we ask for is CMYK. This is all stated on the ordering page for this product.
  
  The user uploaded a file with the wrong dimensions (10.41x 22.55), with 72 dpi, and in RGB color format. Wrong dimensions will cause the final image to come out distorted and the low resolution causes it to look blurry. This is a design error, not a print error.
  
  Despite this, we offered the user full store credit so they could correct their files and try again, on us. We tried to explain this to the user over the phone but we were hung up on. Our offer still stands. The user just has to reply to our emailed offer in the affirmative.

• Initial Complaint

  Date:12/13/2022

  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.

  I've placed multiple orders with this GotPrint. Their production times are clearly posted before placing an order. For a fee, some of their items come with the option to expedite production. Through their website, I can track each job. I can see when it's accepted, in print, and when complete as my order is updated with a tracking number.I've had to call when jobs didn't move out of the print stage within the time I selected and paid for to ensure their delivery date. I'm very aware the production time is different than shipping time. I always select and pay for the production and shipping time to ensure receive the product on or before my customer's deadline.My most recent order was placed on 12/1/22 for 5" x 7" double sided postcards with rounded corners. I received it on time. Upon unboxing my order, the corners weren't rounded (which I was charged additional for). It wasn't until I attempted to stuff them in the corresponding envelope that I realized they also forgot to trim the bleed off and they didn't fit in the envelope.I requested a refund in full for the cards and shipping and followed their steps to request a refund, providing all the documentation they requested. They offered to refund me $6, the cost of the rounded edges. When I advised it was unacceptable and was still left with an incorrectly sized card, they suggested I mail the cards back, further accruing costs for a product that's incorrect. This company has committed deceptive practices. They took my money and failed to produce the product promised.My customer paid a photographer for pictures specific to this card and addressed and stamped corresponding A7 envelopes with the anticipation to mail out to friends and family in order to receive before Christmas. Reprint isn't an option. In an attempt to uphold my reputation, I discounted her invoice for the invitations being incorrect and accrued the cost to personally trim each invitation to the 5"x7" size they should have been.

  Business Response

  Date: 12/15/2022

  Our apologies for missing the round corners.
  
  On 12/14, we offered her Store Credit for use towards any future order as an apology and she accepted.

• Initial Complaint

  Date:11/12/2022

  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.

  Hello,
  
  GoPrint sent me the worse quality product. They have so-called 5-stars reviews online. When I received the business cards from them, they turned out to be the worse possible quality. All the colors are off and the face color has a red tint. The contact information is not possible to read because everything is washed out. They have poor-quality paper and the same quality ink. I Never will recommend them. Need to have a little bit of self-respect and look at the product before you send it out to people.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/15) */
  This order was for 100 business cards. On the website, we have a preparing files section that shows the requirements for uploaded files, they should be a minimum of 300 DPI, dots per inch, at full size and in the CMYK color format. The files the customer uploaded were at 72DPI and in the RGB color format, so it was low resolution and when the color was converted it caused a shift. The customer also selected the Instant Online Proof option, this is an automated system and the files are not checked. If the customer wants us to check the files for resolution and bleed we do offer the Manually Processed PDF proof option for an additional charge. The customer advised us of the issues with the cards received Saturday 11/12 and on Monday 11/14 our Quality Control Department requested pictures of the cards received, which the customer did not provide. As a one time courtesy, we are refunding this order, depending on the customers bank, they should receive the refund within 3-5 business days. Thank you
  
  
  Consumer Response /* (3000, 7, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  You never should send your customers washed out cards when the contact info can not be read on the business card and the colors are all off. Before you print it, check yourself the quality. Nobody is reading your requirements and the website allows to upload anything. It is on you make your product look appropriate or don't print. The excuse is not accepted. The case can be closed because the refund was received. Never will use this company even with free prints.
  
  
  Business Response /* (4000, 9, 2022/12/07) */
  The customer was already refunded, IN FULL, and advised how to adjust her files to get a better result the next time. In her reply, she said "The case can be closed because the refund was received." Please close the case.

• Initial Complaint

  Date:10/27/2022

  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.

  I placed an order for business cards with this company and the showed up in my mailbox printed horribly off-center. The packaging they arrived in was extremely shoddy, with little to no packing inside, the cards arrived all bent up and disheveled, and falling out from the seams of the box, some were missing but I could live with that if they were at least centered properly. I reached out several times to make sure they would be properly printed and trimmed centered and never got a response until it was too late. They claim that my artwork was outside of the "safe zone" but this is not true. I uploaded my images perfectly centered as per their templates. I followed up with emails to prevent this from happening and apparently no one could be bothered to check them before they mailed them out. Poor QC. I was willing to try another reprint, I was willing to accept a refund, but they offered no such thing. All I wanted were the business cards I paid them for, nothing more. They are keeping my money and I am left with nothing to show for it. I run an independent business and Gotprint ripped me off completely.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/11/08) */
  For this order of round cards, there were 2 separate issues. The first was a shipping issue, from what the customer described, the package was damaged in transit, this is the reason why we offered a free reprint of the order, however reprints can only be done using the files that were provided for the original order. That leads us to the second issue. If the customer logs into their account and goes to My Account then My Orders and clicks on the order number, they will see a thumbnail image of the cards. If the customer then clicks on the image, it will show the files that were uploaded. There are 3 lines showing, the blue line is the safe zone, anything within that area will print, the red line is the ideal cut line and the black line on the outside is the bleed line. Any text or logos should be within the blue and any background image or color should extend to the black line. The reason for this is that we do not print on the final sized card or shape, the cards are printed on large sheets, cut smaller then die cut. If the customer looks at the uploaded files, they will see that the front file is not centered and both the front and back files have text outside of the safe zone. We tried to reach out to the customer by phone to explain this, but have not heard back. On this occasion, we are willing to offer a store credit for the full amount of the order and we encourage the customer to contact us so we can explain in detail how to avoid these issues happening again. Thank you

• Initial Complaint

  Date:10/21/2022

  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.

  This business accepted my artwork and the preview showed the image stretching to the edge of our 'save the date invitations. The image of the paper I selected these cards to be printed on was white. They came on brown card stock, were illegible and of horrible quality, and the image is not centered and does not stretch to the edges. Offered a $20 credit to redo these. That does not even cover the high shipping costs of this site. They did not offer a way for me to reply to their email but simply closed my ticket. I submitted photos and everything. If there were any issues, a proof or communication of those issues should have been sent before printing happened instead of accepting the job and not providing a quality service. Nobody would print 100 cards that are not legible!

  Business Response

  Date: 10/31/2022

  Gotprint is a gang run printer. What that means is that we do not print cards on the final size, instead we will print ***** different orders on huge sheets of card then trim them &, as in the case of this order, do any additional work like rounded corners. Because of this, on the template we have 3 lines. The blue line is the safe zone, anything within this area will print. The red line is the ideal cut line and the outside black line is the bleed line. Any text or logos should be withing the blue and any background color or image should extend all the way to the black line, that way if there is any shift during the cutting process, there is not an uneven white border. If the customer logs into their account and goes to "My Account", then "My Orders" they will be able to see an image of the proof that they approved, which does show text outside of the safe zone and the background picture stopping on the cut line. They will also be able to see that the card stock that was selected for this order is the 18pt Premium Karft, which does state that it is a brown card stock and the color white will not show on it. With regards to issues on the files, this order was placed using the Instant Online Proof option, once the customer approves the proof on the website, there is no human interaction with the order, it proceeds with an automated process. If the customer wants us to check their files, we do offer a manually processed PDF proof option, where, for an additional fee, we will check the files for resolution & bleed to make sure the files are print ready. In this case, our ************************** has emailed the customer to offer them a full store credit for the order as a one time courtesy. If the customer has any questions, we would strongly advise them to contact us. Thank you

  Customer Answer

  Date: 11/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I took my business elsewhere because this printer could not be trusted. I feel that buyers should beware. Unless you are a graphic artist, you will not understand what they are stating above. The proof I was shown looked perfect and I submitted a screenshot of it with my initial complaint. The image of the card stock was white/not brown as well and they did not even address that. Please refund me for the poor work or at the least, the BBB should consider this a DING against the reputation of this printer. In the future, it might behoove you to communicate clearly with customers and also to not shut down your communication after you reply to a customer as the bottom line. It's not one sided but Gotprint definitely treats it that way.

  Business Response

  Date: 03/10/2023

  Hello.  As we previously advised, we have information on the website in multiple places showing how the files should be uploaded, the size required and with regards to the paper stock, the fact that any thing that is white on the design would be brown as the 18pt kraft card stock was selected.  As we also mentioned, we have offered the customer a full refund as a courtesy and, up to this time, we have not heard back from the the customer as to if they will accept this.  Thank you

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19316052
  
  I am rejecting this response because:

  There was nothing on the website to indicate anything of the sort. The proof showed fine and that the these mailers would print correctly.  They did not print as they showed on the proof.  What you've done on your website since then is of no consequence to me.  These were cut off on the sides/ruined and a total waste of resources.  The money was lost, the time was lost and the paper wasted.  Not only that but they printed on a brown card and not the white cardstock shown in the photo.  A total loss.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/21/2023

  All of the information regarding the size of the files needed, what the lines on the proof mean and the popup that happens when a customer selects the 18pt Kraft paper stock, indicating that the card stock is brown and anything that is white on the file will not print, has been on the website long before the customer placed their order.  We printed the order with the files and stock the customer chose, there was no printing error, and we are still willing to offer the customer a full refund as a courtesy, however we have not heard from the customer, except for via this complaint, since October. If the customer wants to accept the refund, we would ask them to email us with the order number.  Thank you

• Initial Complaint

  Date:09/09/2022

  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 had ordered 2 sets of business cards on August 12th, 2022. A box of punch cards for a client 2500 order# ******** for $67.75 order for a client and also personal cards for myself 100 front and back standards full color cards order #******** for $19.66 Both orders are absolutely terrible. The larger punch cards were shipped so that a bunch of them came sticking out the side of the box bent. Were printed off center and cut wrong. Even the "good' ones were too embarrasing to give to a client. I have tried talking to customer service, I have tried going back and forth with them. sending a link for photo evidence at first that doesn't work. They finally sent me a link that worked. I have sent them photos of the box in perfect condition with poorly packaged material sides untaped so cards can come out. Their unprofessional response 2 different times was "we don't package them like that" .... Um... They did! and "send us pictures so we can make a damage claim against UPS! that is completely fraudulent! UPS did not damage my product they packaged it wrong. Now I get my other set of 100 personal cards which are another embarrassment. Cut poorly, off center.... I sent a claim but have no hop of any sort of resolution whatsoever. I am a graphic designer, and own my own business. I can make a great design but if my product is printed poorly than I am only as good and as professional as those. I have since had to print them elsewhere and they came out beautiful. There was no trouble with my file, no issue with set up, just poor quality control, poor customer service and shifting go the blame on Got Prints part. I am looking to receive all of my money back for both orders at this point for a total of $87.41. I do not want a credit, I do not want reprints as they have proved to not be a reliable company for not only 1 order but both.
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/09/13) */
  The customer placed 2 orders, one for 2500 business cards and the second for 100 business cards. It looks like the order for 2500 cards may have been damaged in transit with the courier which is why we requested images of the packaging so we can determine where the error was & correct it accordingly. The customer did not want to send images of the packaging, so as per our terms and conditions, & because all our items are custom printed and have no resale value, we advised that we can offer a refund of the production cost once the customer returned the order to us, we also advised that we do not cover the shipping cost or provide call tags. The customer refused to pay for the shipping and as a courtesy we have offered a store credit of the total cost of the order. For the second order of 100 cards, the back file didn't have bleed. On the template there are 3 lines, the blue is the safe zone, anything within that area will print, the red line is the ideal cut line and the black line on the out side is the bleed line. any test or logos should be within the blue line and any background logos or images should extend to the black line, that way if there is any shift during the cutting process, you are not left with an uneven white border. For the customer's order, the background color stopped on the red line, and that is why there is a white border on the right side. As a courtesy, we are offering a store credit on this order as well. With regards to the card stock, the 100lb cover is our thinnest card stock, we would strongly recommend the customer requests a free sample kit to see all the paper & card stocks we offer. Thank you
  
  
  Consumer Response /* (3000, 7, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did get a sample pack, I did not refuse to send photos of the box! I sent multiple photos of the undamaged package!!! so that is an absolute lie on their part. They packaged my order poorly! I told them it is fraudulent to make a claim against UPS when the package was undamaged. I have also attached the photos I sent them as well to my claim on BBB. I can attach the screenshot of my sent emails with proof of me sending the photos for the second time because the link they sent me didn't work. I set up my order fine. which is why my product was printed somewhere else already. They were packaged poorly therefore damaged, cut wrong and inconsistent and now the company is making up lies that I didn't send them photos!!! This is terrible. Then they want me to ship them back! I told them that my estimate to mail back their damaged product by ups which it came is 67.98 and then by regular mail cheapest is 21.50. So if they have no resale value like the company said why request them back after I sent them photos of the damage??
  I do not want a credit. I do not want to ever use this company again.This is the most Unprofessional company I think I have ever dealt with Again, I want a refund to my Credit card for the full amount.
  
  
  Business Response /* (4000, 9, 2022/09/14) */
  The reason we asked for pictures of the packaging is because it has been known for couriers to repackage damaged boxes and throw the product into a new box and print a new label, we try to determine if this has happened in order to claim back from the courier if required. For both orders we have arranged full refunds to be credited back to the card used for payment, and, depending on the bank, this can take 2-5 business days. We now consider this issue closed. Thank you
  
  
  Consumer Response /* (2000, 11, 2022/09/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/01/2022

  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.

  Ordered a small shipment of stickers from them as the price was good. I paid next day shipping and they said the estimated delivery was Aug 29-Sep 02 which was fine. It is now September 01 and I asked customer service will it still make it by Sep 02? They said no, that was not possible. I asked why do they list the estimated dates and offer next day shipping if they cannot deliver in that timeframe? They said it's based on when the print completes... so basically it could complete 2 months from now and then they'll do the next day shipping. This is really misleading and basically false advertising. I would have went with another printer had a I known this.
  
  If you have time sensitive items, I would 100% go with someone else. They need to make this very clear on their website like hey, the actual estimated delivery is 8/29-9/12 or something that is more accurate so customers can be aware. I asked if I could cancel and they said no because it's already "in print." It's been "in print" for over a week so I highly doubt they can't cancel it. Really disappointing with customer service and over all experience.
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Orders start production after they are are approved and charged, and this order was approved and charged 8/25 and started production 8/26. The production time for the order was 2-5 business day and was due to ship by 9/2. We were able to get the order completed and shipped by 9/1, the tracking information shows it was delivered 9/2. The reason why we were not able to cancel the order is because we are a **** run printer. What this means is that we print 30-40 different orders with the same paper and quantity on huge sheets of paper or card so we can spread the initial set up cost and keep our prices low. Because of this, once an order is print, we can't stop it without affecting those other orders. Thank you