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:04/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Did not receive products. Made three different orders for T-shirts from Spring (logo'd for Hermitage No-**************** and Sanctuary). $182.409 on Mar 24. $104.28 on Mar 25. $31.49 on ************************ guarantees 10 day processing time, then delivery. Checked April 5. None had been processed. Checked again April 13. Same result. Emailed company with direction to cancel all orders and refund cc. (***** (Spring) at ********************************* Response was to expect reply in 2-3 day. Did not get one. CC has not been refunded.Emailed again yesterday, Same reply - to expect response in 2- 3 days. Too late for the T-shirts for what they had been intended. Just want the money refunded. It was charged to the cc when the order was placed.

  Business Response

  Date: 04/30/2025

  Hi ******,

  Thank you for reaching out, and please accept our sincerest apologies for the delay and inconvenience youve experienced with your recent orders. We understand your frustration, especially given the importance and intended timing of these purchases.

  We deeply regret that your orders were not processed or delivered as expected, and that your previous inquiries were not addressed promptly. Per your request, we have now canceled all three orders and initiated full refunds for the following amounts:

  $182.40 (Order placed on March 24)
  $104.28 (Order placed on March 25)
  $31.49 (Order placed on March 28)

  You can expect the refunded amounts to be returned to your original form of payment within 3 to 5 business days, depending on your card issuer. Should you have any additional questions or concerns in the meantime, please do not hesitate to reach out were here to help and want to make this right.
  

  Best,

  Sierra 

  Customer Answer

  Date: 04/30/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  Date:04/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter placed an order with the said company and she placed it on April 5th. She was told in the email she would have the product by the 16th and then it got switched to the 21st. Here it is the 24th and no product or no email back explaining what is going on. I emailed the company 3x's and not one response back. My daughter is so upset. she purchased this with her own hard earned money. Someone could have the decency to contact me back. Since i tried 3x's to get someone to respond and there is no phone number either to try.

  Business Response

  Date: 04/24/2025

  Hi *****, 

  Thank you for reaching out, and Im so sorry for the lack of communication and the delayyour frustration is completely understandable, and we sincerely apologize for the experience your daughter has had.
  
  The order is currently in production but has been delayed. We expect to see movement very soon, and a tracking update will be sent to the email on file as soon as it ships.
  
  In the meantime, Ive gone ahead and issued a full refund for the shipping cost due to the delay.
  
  We truly appreciate your patience, and please know were doing everything we can to get this resolved as quickly as possible.
  
  Warm regards,
  Sierra 

  Customer Answer

  Date: 04/25/2025

  I am upset that it took me getting a hold of the BBB to get a response from them.  I tried 3xs prior.   This product means a lot to my daughter.  She worked hard to pay for it and still wants  product.   I find it unacceptable that order was placed on 4/5 and it was suppose to be here by one date 4/16 then got switched to 4/21 and it still shows its not 

   

  Business Response

  Date: 04/28/2025

  Hi *****, 

  Thank you for getting in touch. I want to sincerely apologize for both the delay in your order and the lack of communication along the way. We truly understand how meaningful this purchase is for your daughter, and we know how disappointing this experience has been.
  
  Please know that we are actively working to get your order fulfilled as quickly as possible. Your patience has not gone unnoticed, and we genuinely appreciate your understanding.
  
  As noted in my previous message, weve issued a refund for the shipping charges as a gesture of apology for the inconvenience. This refund will be returned to your original form of payment within 35 business days. Youll also receive an automatic email with tracking information the moment your order ships.
  
  If theres anything else we can assist you with in the meantime, please dont hesitate to reach out. We're always here and happy to help.
  
  Warm regards,
  Sierra

  Customer Answer

  Date: 05/01/2025

  The only reason i didn't accept it is because i want an exact date when it is going to be delivered.   I has been almost a month that order was put in.  

  This is completely unacceptable.  Especially when original order was promised within 2 weeks.

  I want a date

   

  *****

   

• Initial Complaint

  Date:04/23/2025

  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 am a creator who used Spring (formerly Teespring), now owned by Amaze Software ***** to sell print-on-demand merchandise to my fans. Multiple customers have reported that they never received their orders or only received part of what they paid for. When I contacted Spring support regarding these issues, I received no *********** addition to unfulfilled orders, I have not received any payouts for the sales made through the platform. Based on the platforms split, approximately 90% of the sales revenue went to Spring/Amaze, and despite multiple sales, I have not seen a single dollar deposited into my account. I'm less worried about that aspect, only in the fact I can't even privately issue a refund when I have yet to receive funds.The lack of transparency, non-existent customer support, and the continued operation of this platform under Amaze while ignoring creator obligations is unacceptable. Amaze Software **** acquired Spring's assets in 2022 and has kept the brand active, continuing to benefit from creators and customers without honoring pending responsibilities.I am seeking:Confirmation that customer orders have been fulfilled or refunded.Accountability for the complete lack of communication.Attached is a conversation from one buyer, most of the other complaints I've had were either in person or on the phone.

  Business Response

  Date: 04/24/2025

  Hi *****,

  Thank you for reaching out and for your patiencewere truly sorry for the frustration and inconvenience this situation has caused.
  We sincerely apologize for the lack of communication. This isnt the experience we want for our creators, and we understand how this has impacted both you and your customers.

  To be transparent, a recent tech infrastructure upgrade caused unexpected issues with order validation, delaying both customer fulfillment and payouts. We're actively processing all past-due payouts and working to get caught up on unfulfilled orders. Ive also escalated your payout request to be prioritized.

  If any customers reach out about missing or partial orders, please direct them to our Experience Team via email at ******************* here to help.

  We appreciate your feedback and are committed to doing better.

  Best,
  Sierra

  
  

  Customer Answer

  Date: 05/15/2025

  This is a follow-up to a previous unresolved complaint (Ref #*********B25B). I never saw the email notifying me of the businesss response, and the case was marked closed without any resolution or confirmation from me. I originally requested my $54.97 payout back in March. Its now May and despite being told my payout would be prioritized, nothing has been deposited. One week is more than enough time to send such a small amount, especially considering its the only money I earned from those sales. Meanwhile, *** had to pay hundreds of dollars out of my own pocket to refund customers who never received their orders just to prove I wasnt scamming them. Spring kept all of the money and delivered almost nothing, while I was left to clean up the mess. Ive since canceled my subscription and disconnected my domain from Spring. I wont be using their services again. $54.97 might seem like a small amount, but its the principle and the financial damage.

  Business Response

  Date: 05/20/2025

  Hi *****, 

  Thank you for your follow-up, and I want to sincerely apologize for the delay in resolving this matter and for any frustration or inconvenience this has caused.
  
  Ive escalated your payout request to our finance team to ensure it is included in the next round of payouts. We are working to process all outstanding requests as quickly as possible and truly appreciate your continued patience and understanding during this time.
  
  Please dont hesitate to reach out if you have any additional questions or concerns in the meantime.  Were here to help and committed to resolving this for you as soon as possible.
  
  Thank you again for bringing this to our attention.
  
  Best, 

  Sierra 

• Initial Complaint

  Date:04/20/2025

  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 have been waiting for a 2 payouts.1. Requested 1/14/25 for $190.07 2. Requested 3/26/25 for $83.13 3. Total $273.20 I have contacted customer service on multiple occasions, with empty responses. We have had a few issues in the past of delayed payments, but never like this. I have also read the numerous amount of people all over the internet with the same issue. Its not right to not pay creators or fulfill orders. All I want is my well deserved money that is owed to be paid to me.

  Business Response

  Date: 04/22/2025

  Hi ****, 
  
  Thank you for reaching out, and I want to start by sincerely apologizing for the delay in your payouts and the frustration this has understandably caused. We truly appreciate your patience, and we hear your concerns loud and clear.
  
  To be fully transparent, a critical upgrade to our tech infrastructure recently introduced unexpected challenges in our order validation process, which unfortunately caused delays in payments across the platform. We know this has had a real impact on our creatorsand we're genuinely sorry.
  
  The good news is that past-due payouts are now actively being processed and will continue until all accounts are current. Your pending payouts from January 14, 2025 and March 26, 2025 are included in this and will be paid out shortly.
  
  Additionally, weve escalated your payouts internally to be prioritized in the processing queue, so you should see movement on these soon. We remain committed to supporting you and all of our creators by improving both transparency and platform reliability. Your work matters, and so does getting paid on time.
  
  Thank you again for your patience, and please dont hesitate to reach out if you have any more questionswere here and listening.
  
  Sincerely, 

  Sierra 

• Initial Complaint

  Date:04/20/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for 2 items through Amaze Oct. 28, 2024 with an expected delivery date of Nov. 7-11 (which has obviously come and gone). For a Christmas (obviously well past that now) gift. So now I'm thinking maybe 6 months after my order was placed I can have it by their birthday in 2 more months?However, after a couple messages recieved from support stating that they're working to get orders out months ago but still not receiving anything. I can say it's pretty safe to say to avoid placing orders through Amaze/Teespring. Maybe you'll get something maybe not.But hopefully I'll get something eventually?

  Business Response

  Date: 04/22/2025

  Hi ******, 
  
  Thank you for reaching out, and we sincerely apologize for the significant delay in fulfilling your order. We completely understand your frustration, especially with the missed holiday timeline and lack of updates, and were truly sorry for the inconvenience this has caused.
  
  Weve gone ahead and pushed your order into production, and you can expect it to ship within three to five business days. Once your items are on their way, youll receive a shipping confirmation and tracking information via email.
  
  Additionally, as a gesture of our sincere apologies, weve issued a refund for 50% of your order total. These funds should return to your original form of payment within three to five business days, depending on your financial institution.
  
  We truly appreciate your patience and understanding, and were committed to making this right. If you have any further questions or need assistance with anything else, dont hesitate to let us know.
  
  Warm regards,
  Sierra 

  Customer Answer

  Date: 04/22/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ****
  
   
  

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Requested mutiple payouts since December of 2024. They have not processed any of them. They keep taking orders from my customers/fanbase, keep taking their money, not sending out the product nor paying me.This is straight up theft/scam. They do not answer customer support inquiries. They owe me and other creator's, THOUSANDS of dollars.

  Business Response

  Date: 04/24/2025

  Hi *****, 

  Thank you for reaching out and for your patiencewere truly sorry for the frustration and inconvenience this situation has caused. We sincerely apologize for the lack of communication. This isnt the experience we want for our creators, and we understand how this has impacted both you and your customers.

  To be transparent, a recent tech infrastructure upgrade caused unexpected issues with order validation, delaying both customer fulfillment and payouts. We're actively processing all past-due payouts and working to get caught up on unfulfilled orders. 

  If any customers reach out about missing or partial orders, please direct them to our Experience Teamwere here to help.
  

  We appreciate your feedback and are committed to doing better.
  

  Best,
  Sierra

  Customer Answer

  Date: 04/25/2025

   You've been saying this same message since November of last year.
  
  Over and over and over, on every platform. You using the same excuse over and over and over. You have no intention of paying anyone.
  
  YOU ARE LYING. YOU ARE STEALING.
  
  Every avenue you have to reach out to is non-existent or non-responding. And when they do respond, they send the same exact copy and pasted message you just sent.
  
  Your words dont pay bills. Your words arent giving my customer their products. Your words are lies. You are a *****. You are a thief and worst of all, you keep lying about it.
  
  You will be held accountable for this.

  Business Response

  Date: 04/28/2025

  Hi *****,

  Thank you for your response and I want to start by sincerely acknowledging your frustration. Your message has been heard loud and clear, and I truly understand the anger and disappointment youre feeling. This situation has clearly gone on far too long, and I deeply regret that your experience with us has led to this level of distrust.
  
  You're right to expect better better communication, better accountability, and, most importantly, resolution. I know that repeated responses with no meaningful progress only add to your frustration, and Im sorry that our prior messages have felt impersonal or unhelpful.
  
  Please know that we take these concerns seriously. Im personally escalating your case to ensure that it receives the attention it deserves. While I understand words may not mean much at this point, I have escalated your concerns and the payout request. Again, I apologize for the hardship this has caused and appreciate your continued patience.

  Please do not hesitate to reach out should you have any other questions or concerns in the meantime. 

  Best, 

  Sierra 

  Customer Answer

  Date: 04/29/2025

  STOP LYING!!!!
  
  YOU DID NOT ESCALATE ANYTHING!!!! YOU DONT EVEN KNOW WHAT MY ACCOUNT INFO IS OR THE ***** ASSOCIATED WITH IT, SO HOW COULD YOU ESCALATE IT?!?!
  
  JUST STOP LYING!!!!!
  
  YOU ARE A *****, YOU ARE THIEF AND WORST OF ALL YOU ARE A LIAR!!!!
  
  I've been told by Spring my payout has been "escalated" 100 times! AND IM STILL NOT PAID, MY CUSTOMERS STILL ARENT GETTING THEIR PRODUCTS!!
  
  AND YOU STILL ARE STEALING!!!!!!
  
  
  YOU WILL FACE JUSTICE FOR THIS, MARK MY WORDS!

• Initial Complaint

  Date:04/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting 3 months for an order from back in december of 2024 And in constant contact with support. They just give me the run around and robotic answers. When I asked for it to be canceled and me refunded. They gave me more run around about having to send it to another team to review my request which would take another several months I argued with them for an hour. I had to threaten legal action for them to refund me on the spot Do not use this company they are not what they used to be. They went bankrupt and had to merge with another company. Avoid at all costs. I even deleted my teespring store

  Business Response

  Date: 04/18/2025

  Hi ******, 
  
  Thank you for reaching out, and I want to sincerely apologize for the delay and the frustration you've experienced throughout this process. We completely understand how disappointing this situation has been, and Im sorry for the inconvenience its caused.
  
  After reviewing your order history, I can confirm that a refund was processed on March 21st, and the funds should have returned to your original form of payment. If you havent seen the refund reflected on your end, we recommend checking with your payment provider, as processing times can vary slightly depending on the institution.
  
  Again, Im truly sorry for the time and effort youve had to spend to get this resolved. Your feedback has been shared with our team to help ensure better communication and faster resolution in the future.
  
  If theres anything else I can assist you with, please dont hesitate to reach out.
  
  Warm regards,
  Sierra 

• Initial Complaint

  Date:04/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to work through their customer support since February. I have 2 people who ordered items that never received them but were charged. 1 was in Early January and the other was in early February. They were charged, I was shown payout options. I requested payouts. I never received the payouts nor did they receive their items. I have been in contact with customer support since January via email and they still have not resolved the issue, they wont even let me know when the issue would be resolved. Their customer service chat does not connect you with an agent and does not clear so you can try to reconnect. And there is no phone number to call to get in touch with an agent. My payouts were requested 1/6/2025 and 2/20/2025. The orders that were not fulfilled were placed on 1/5/2025 and 2/11/2025. The site wont let me see their order numbers.

  Business Response

  Date: 04/14/2025

  Hi *******, 

  Thank you for reaching out, and I sincerely apologize for the frustration and inconvenience this situation has caused. We understand how important it is that your customers receive their orders and that you're kept informed throughout the process.

  Were currently working with a new print partner to address and fulfill all delayed orders as quickly as possible. If any of your customers have not yet received their items, please feel free to direct them to *************** so our team can investigate each case and provide a resolution that works best for them.

  Regarding your payout requests from January 6 and February 20, Ive escalated this matter to the appropriate department to see if we can prioritize processing. For any additional questions or updates on the payout process, youre welcome to reach out directly to **************************.

  We truly appreciate your patience and understanding as we work to resolve these issues. Please dont hesitate to reach out if theres anything further I can do to support you.

  Best regards,

  Sierra
  

  Customer Answer

  Date: 04/14/2025

  I would like to have clarification as to what you are referring to regarding obtaining a new partner? I have also been working on trying to get this payout for months without any resolution. Lastly, you suggest that I try to contact people who ordered from you and did not get their orders? That is a bit much to ask from something that can go out as a link to people. This situation is extremely frustrating because your company is holding money that was spent for a product that nobody received, as well as holding the promised commission on the purchase of those items. Please let me know a time frame for this situation to be resolved. Thank you.

  Business Response

  Date: 04/16/2025

  Hi *******, 

  Thank you for your response and I truly appreciate you taking the time to voice your concerns.

  To clarify, we are now working with a new print partner to help us get caught up on all delayed orders. This transition was necessary due to unforeseen issues with our previous vendor, and were actively working to resolve the backlog and get everything back on track as quickly as possible. We genuinely appreciate your continued support and patience during this time.

  Regarding customer outreach, please rest assured theres no expectation for you to personally contact anyone on your own. If any customers reach out to you directly, youre more than welcome to share our support [email protected] our team can work with them individually to provide a resolution.

  We also understand your frustration around the payout delay. I can confirm we are currently processing all outdated payouts, and Ive escalated your request so it receives the appropriate priority. We know how important this is and sincerely appreciate your understanding as we work through it.

  If you have any other questions or concerns, please dont hesitate to let us knowwere here to help and want to ensure this is resolved for you.

  Warm regards,

  Sierra

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sweater on February 27 with an arrival date of March 8-10. The item has still not come, even though over a month has passed. In response to my most recent email, the company wote, "As much as we would like to provide an ***, were unable to at this time. We prefer not to give you a specific date and risk missing it." I am requesting that the company send this product as soon as possible ("Finish the Job") and ideally issue a full refund.

  Business Response

  Date: 04/14/2025

  Hi Max, 

  Thank you for reaching out, and please accept our sincere apologies for the delay and any frustration this has caused. Your order is currently in the production process and is expected to ship within the next week or so. As soon as its on the way, youll receive an email with tracking information so you can follow its progress.

  To make up for the inconvenience, weve issued a refund for 50% of your order total. You should see that reflected in your original form of payment shortly. We truly appreciate your patience and understanding, and were working hard to ensure your order gets to you as quickly as possible.

  If you have any further questions or concerns, feel free to reach outwere here to help.

  Best regards,

  Sierra 
  

  Customer Answer

  Date: 04/14/2025

   Hello,

  I appreciate the 50% discount and the expectation that shipping will occur within the next week. However, I still worry because the item was originally supposed to arrive five weeks ago, and my most recent communication with the business indicated that there was no way to know when the product would be shipped. It has been "in production" since I ordered it back in February. Is there any guarantee that it will be shipped within a week, or any remedy if it actually takes much longer than that? I've still received no explanation as to why the item has been in production for nearly two months.

  Best,
  *** *******

  Business Response

  Date: 04/16/2025

  Hi Max,

  Thank you for your message, and I truly appreciate your continued patience.

  First and foremost, I want to sincerely apologize for the extended delay and lack of clarity around your order. We understand how frustrating this experience must be, especially given that your item was expected to arrive weeks ago and has been showing as in production since February.

  Unfortunately, we recently ran into an unforeseen issue with our previous print vendor, which caused unexpected setbacks across several orders. That said, I want to assure you that this issue has since been resolved, and we are now working with a new, more reliable print partner. Our team is actively working to catch up on all delayed ordersincluding yours.

  After reviewing your order, I can confirm it is now in the early stages of production with our new partner. While we cant offer an ironclad guarantee just yet, we fully expect it to ship within the next week. You will receive an email update with tracking information as soon as it leaves our facility.

  In the meantime, Ive gone ahead and escalated your order to ensure it's prioritized for timely fulfillment. We genuinely value your understanding and are here to make this right. If you experience any further delay beyond this week or have any questions in the meantime, please dont hesitate to reach outwell do everything we can to support you.

  Thank you again for bearing with us.
  

  Warm regards,

  Sierra 
  

  Customer Answer

  Date: 04/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action (including the discount offered) and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *******
  
   
  

• Initial Complaint

  Date:04/09/2025

  Type:Order 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 license my designs to ********************************************* (operating as Spring) who print and sell them online as tee-shirts and mugs and the like. The terms of their operating agreement are that they will pay out my share of profits within three weeks of a request. I requested a payout in the amount of $1,303.90 on December 21, 2024. Nearly four months later they still have not processed the payment and send automated responses to my emails. They do not list a phone number. They also owe me an additional $483.10, requested 4/4, for a total of $1787.00

  Business Response

  Date: 04/10/2025

  Hi *******, 

  Thank you for reaching out, and I want to start by sincerely apologizing for the delays in your payouts. We fully understand your frustration, and you have every right to expect better communication and timely payments especially after such a significant delay.

  The payout issues you've experienced stem from a necessary rebuild of our tech stack, which unfortunately created challenges in verifying and processing orders. This has directly impacted many creators, including yourself, and we take full responsibility for the disruption it has caused.

  Please know that **** already begun releasing past-due payouts and are continuing to do so until all accounts are brought current. Your specific payouts $1,303.90 requested on December 21, 2024, and $483.10 requested on April 4, 2025 have been flagged and escalated internally to ensure they are prioritized. The total amount of $1,787.00 is being reviewed, and were committed to getting these payments processed as quickly as possible.

  Supporting our creators is at the heart of what we do, and we deeply regret that we've fallen short of that promise. We're actively working to ensure this situation does not happen again and to rebuild trust moving forward.

  Thank you for your continued patience. I will follow up with a status update shortly, and please dont hesitate to reach out directly if you have any further concerns.
  

  Best, 

  Sierra 

  Customer Answer

  Date: 04/10/2025

  The terms of payment are 3 weeks. It's nearly 4 months since I requested the first payment. I don't see how 'necessary tech rebuild' justifies not paying your licensors. I no longer think these apologies and guarantees are being made in good faith.

  Business Response

  Date: 04/14/2025

  Hi *******, 

  Thank you for your message, and I want to start by sincerely apologizing for the continued delays and the frustration this situation has understandably caused.
  You're absolutely right to expect timely payment, and we acknowledge that the delay youve experiencedwell beyond our standard 3-week termsis unacceptable.

  The recent tech infrastructure rebuild did cause significant disruption to our order validation process, which unfortunately impacted payouts across the platform. That said, we fully recognize that these challenges do not excuse the delay in fulfilling our obligations to our licensors.

  We truly value our creator and licensor partnerships, and I want to personally assure you that your concerns are being taken seriously. Ive escalated your payment issue internally to ensure it is prioritized, and I will continue to advocate for a prompt resolution.

  Your trust is incredibly important to us, and we are committed to restoring itnot just through words, but through action. If you have any further questions or would like direct support, please dont hesitate to reach out to our Creator Support team at **************************.

  Thank you again for your patience, and please do not hesitate to reach out should you need anything in the meantime. 
  

  Warm regards,

  Sierra