Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/02/2025

  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 reordered and paid for ****** plastic cups on April 10 2025. I have tried to contact them several times in the last 30 days via their web chat and on the phone to get an update on my order and have received 0 communication. As of June 2 2025 I want to cancel the order and get a full refund.

  Business Response

  Date: 06/02/2025

  Hi *****,
  
  Thank you for contacting us regarding your recent order. We have received your email inquiries and did reply to each of them.   The ************************************************************************************* transit and estimated for delivery on Thursday of this week.  If you have any additional questions regarding the order please feel free to reach out to our customer support team directly at *********************************************************.
  
  Thank you,
  Sleeve Supply Team

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23407613
  
  I am rejecting this response because:

  I haven't received an email from Sleeve Supply in *************************************** May. Please send tracking info if the cups are on their way. 
  
  Sincerely,
  
  ***** Czech

  Business Response

  Date: 06/04/2025

  Hi *****,
  
  Our support team responded to order status inquiries from you on 5/9 as well as on 5/17 to let you know that the cups would be finishing production at the end of last week.  As mentioned in our previous reply, the order is currently in transit and scheduled for delivery tomorrow.  You can view the *** tracking info for the order from the order status page of your account.  If you have any additional questions regarding this order please feel free to reach out to our customer support team directly at *********************************************************.
  
  - Sleeve Supply Team

• 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.

  Ordered ***** custom printed disposable cups from Sleeve Supply on August 22, 2024. We have still not received the product. On January 16, 2025 I contacted the company about the status of our order. I received an email response stating that they will be shipped shortly. On March ****************************************************************** that email I stated that I expect to receive product by April 7, 2025. I have not received any product. Their tracking information indicates that the product was shipped and delivered to a Florida address in February and then returned to sleeve supply. We are in ********* and it was obviously delivered to the wrong address.

  Business Response

  Date: 04/10/2025

  Hi ***,
  
  It looks like you reached out to our customer support team regarding this earlier this morning and we did reply within 6 minutes so we are disappointed to learn that you have chosen to file an additional BBB complaint.  You originally contacted us a couple months back to let us know that the cups in your order never arrived. We responded to you the same day to let you know that we would be ******* two replacement cases into production ASAP to correct this.  We did ship the cups within the following week but they were again returned to us after *** made 3 attempts to deliver the packages but was unable to due to the business being closed.  The business at the address you provided does not open until 4pm and *** deliveries generally occur earlier in the day.  If you decide to have the cups re-shipped at any point in the future we would insist that they be sent to a different address.
  
  We have gone ahead and issued a full refund for the order per your request.  If you have any additional questions regarding this order please reach out to our customer support team directly.
  
  ********************** Team

• Initial Complaint

  Date:03/20/2025

  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.

  Ordered cups on February 10 and they took payment of $230.35. No proofs have been sent, no cups supplied. No reply to requests for information made on 19 March 2025.

  Business Response

  Date: 03/21/2025

  Hi ****,
  
  We do apologize if there was any confusion regarding the lead time for the custom cups.  We try to make that information as clear as possible on our website.  Your order was placed on 2/10 so it would be expected to be completed and shipped on 3/24.  The order has been progressing on schedule.  You contacted us via email to inquire about the status of the order just before 4pm on 3/19 and filed this complaint the following morning.  We replied to your email less than 24 hours after it was sent and do sincerely wish you would have allowed us a chance to respond before taking such a drastic measure.
  
  We have gone ahead and processed the cancellation and refund as a result of this complaint.  You should have just received an email confirming this as well.
  
  

• Initial Complaint

  Date:01/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for custom printed sleeves on December 19th, and received a confirmation email. Placed an order for custom printed cups on December 28th, and received a confirmation email. Today is January 16th and I am yet to receive an update, shipping/tracking info, or REPLY to my attempts at emailing them to find the status of both orders (totaling nearly $600). I am beginning to wonder if I have been scammed and need to contact my bank to file a report to get my money back.

  Business Response

  Date: 01/20/2025

  Hi *******,
  
  It looks like you did reach out to us via email last week and have since received a reply.  We were able to get the proof for your custom sleeve order approved so they can now be shipped and your custom cold cup order is still progressing on schedule.  If you have any additional questions regarding either order please reach out to our team directly at *********************************************************.
  
  Thank you,

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22822169
  
  I am rejecting this response because:

  I still have not received shipping confirmation, nor any further communication. For a product to take a month and a half to ship is excessive. At the very least, you should be letting customers know that you average 2 months for them to receive their products, AND communicate through the process. It is very obvious based on your record here on BBB that this is a frequent issue with your company. I would like to know when my 2 orders will be shipping, and get the shipping confirmation issue. At that point this issue will be resolved. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/29/2025

  *******,
  
  The lead time for every product we offer is clearly indicated on each product page.  Your order was placed on 12/19/24 and you filed this complaint on 1/17/25.  You have not waited 2 months for any product nor will you.  Our customer support team has already been in touch with you to assist with getting the two proofs approved.  Your custom sleeve order has already been shipped and is currently scheduled for delivery on Friday with *** tracking # 1ZR201480307053155.  The tracking information was sent to you via email as soon as it became available.  The custom cold cups are also progressing on schedule and will be fulfilled in accordance with our stated lead times.
  
  We're sorry to hear that you are disappointed with the amount of time it has taken to fulfill your order but we do try to make this information as clear as possible to customers when ordering.  We also offer a rush option for the custom cold cups for customers that have a more urgent need but you did select the standard processing speed for this order.
  
  If you have any further questions regarding either of your recent orders please feel free to reach out to our customer support team directly at *********************************************************.
  
  Thank you,

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order #***** on November 5th, 2024 in the amount of $1,337. This was my second cup order from them. their website states 4-6 weeks lead time. I've tried reaching out through email, call, and message on their website eight times and heard nothing back from them. I have no idea on any timeline on the items I bought and NO ONE on their team is communicating with me.

  Business Response

  Date: 12/17/2024

  Hi ****,
  
  We're very sorry to hear that you felt the need to file a complain in regard to this order. It looks like you did reach out to our customer support team last week and have since received a response.  You are correct in that the lead time for custom cold cups is 4-6 weeks.  Your order was placed on 11/5 so we have just now reached the 6 week mark.  The cups in your order have finished production and are currently being prepped for shipment.  You will be notified via email as soon as the shipment tracking info becomes available.
  
  If you have any further questions regarding this order please feel free to reach out to our customer support team directly at *********************************************************.
  
  - Sleeve Supply Team
  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22684697
  
  I am rejecting this response because: Future customers should know it takes weeks and multiple attempts to receive responses back from Sleeve Supply. Only once I filed a complaint with the BBB did I magically get a response back.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 12/17/2024

  Hi ****,
  
  It does not take weeks to receive a response from our company.  Most emails are answered in no more than a few hours.  We replied to your most recent inquiry on 12/13.  We were not notified of this complaint until earlier this morning, 12/17. We're sorry to hear that you feel you did not receive a quick enough response but we can assure you that filing a complaint does not expedite the response time in any way.
  
  - Sleeve Supply Team

• Initial Complaint

  Date:11/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Its been over 6 weeks No product No updates Reached out several times and nothing But they take payment in FULL ************ is terrible and should be shut down

  Business Response

  Date: 11/21/2024

  Hi ****,
  
  It looks like you did reach out to our customer support team earlier today and we were able to confirm that the cups in this order have been completed and shipped.  If you have any further questions regarding this order please feel free to reach out to our support team directly at *********************************************************.
  
  Thank you,
  Sleeve Supply Team

• Initial Complaint

  Date:11/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a reorder with Sleeve Supply on September 15, 2024. Payment for the order cleared my bank the following day (9/16/2024). I've emailed multiple times without a response. Sleeve supply falsely advertises their lead time as 4-6 weeks. It's been over 2 months and my order remains "unfulfilled" per their website. Sleeve Supply won't respond to any emails with requests for an update on my order or to cancel my order. Sleeve Supply uses ******* and I'm aware of their policy to report individual storefronts for scam/fraudulant activity, including failure to fulfill their orders. I'll give Sleeve Supply a few more days to respond before filing a complaint with ******* against Sleeve Supply's individual storefront and dispute the charges with my bank/credit card company. I've advised Sleeve Supply of my intent in one of several emails.

  Business Response

  Date: 11/20/2024

  Hi ********,
  
  Thank you for contacting us regarding your recent order.  The cups in your order are currently on track to be completed and shipped by the end of this week so you will not have any issue receiving them within the next two weeks. You will be notified via email as soon as the tracking information for the order becomes available.  If you have any additional questions regarding this order please feel free to reach out to our customer support team directly at *********************************************************.
  
  Thank you,
  Sleeve Supply Team

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22580405
  
  I emailed Sleeve Supply and advised them that I would be proceeding to report them to ******* and dispute the charges.  Then and only then did I receive any sort of email after numerous of failed attempts.  They suggested they emailed me yesterday.  I've requested the email be sent to me again as I didn't receive it, but again didn't receive a response.  I haven't had an issue receiving emails when they actually respond to them and I don't believe only one of my emails was actually received.
  
  They vaguely suggested, in their response to the BBB, that the cups were on time and to be complete and ready for shipment by the end of the weekend, but have failed to be clear whether it will be this weekend or any weekend in the future.  They did however suggest I would receive the product within the next two weeks.  The cups are not on time.  The cups are well past their lead time and I've been very patient. By the end of day Monday, I would like proof of shipping in the form of a tracking number with an estimated delivery date to ensure they are actually coming and in the time frame they've promised to ensure it's not false per their posted lead times.
  
  Sincerely,
  ******** ****

  Business Response

  Date: 11/22/2024

  Hi ********,
  
  We received an email from you today (11/22) at 2:21pm indicating that you had not received a response.  We replied to that email at 2:28pm to advise you that we did reply to your inquiry yesterday and to re-iterate that the cups would be completed by the end of this week.
  
  You had indicated in your initial complaint that you would still be interested in moving forward with the order as long as the cups could be delivered within two weeks and we acknowledged that would be the case in our response.  We're not quite sure why that response was rejected but do hope you'll accept it this time as the cups have already been completed per our previous reply and are set to ship out on Monday.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22580405
  
  Sleeve Supply claims they responded to me (the customer), however they responded to the ********************'s inquiry.  I ended up seeing their response to the BBB at a later time and eventually received a response, personally and directly to my email address.  It appears Sleeve Supply has difficulty responding to the clients they take money from until the BBB gets involved.
  
  Sleeve supply suggested in their response that my order was "on track".  While it's not "on track" with their posted 4-6 week lead times, I received a tracking number.  When I last checked the provided tracking number, *** did not have my package and therefore couldn't provide any information on the package.  I will check the provided tracking number tomorrow (11/26/24) for an update.
  
  Because my complaint is regarding delivery and I've yet to receive the product, I've rejected their response.  I'll be happy to accept the response if the cups arrive and in the condition they're supposed to be in.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 11/26/2024

  Per our previous response, the order has been shipped and is now in transit to the customer with *** tracking # ******************.  This information has already been provided to the customer.
  
  

• Initial Complaint

  Date:10/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for some plastic cups and paid for expedite service. I have not received the product, no answer when I call, and no answer back from email.

  Business Response

  Date: 10/30/2024

  Hi *****,
  
  We'd be happy to address your concerns.  It looks like when you placed this order you had selected the "repeat order" option so that the one-time setup charge would not be applied.  Because of this, we did not have a plate on hand to prinit your design on the originally scheduled production date which did result in a delay.  We have gone ahead and processed the cancellation and refund of the order per your request.  You should have just received an email confirming this as well.  If you have any additional questions regarding this order please feel free to reach out to our customer support team directly at ********************************

• Initial Complaint

  Date:10/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 1000 ct cups for my wedding on October 2nd and paid a RUSH fee to have them delivered before my wedding on October 26th (which, YES, is in 5 days!). We were told by the info on the site that they would be rushed and shipped by at least the 17th of October. I have had NO word from this business on our order. I have tried to communicate to them in any which way possible. They do not answer the phone, their contact us page is a joke. I have even messaged them on their FB and left a comment (which they have deleted). I just want word back on this. We will have no cups at our bar for our wedding if these are not sent. If they are not able to be sent in time, I will dispute this charge, I wont need these cups after our wedding, it would be pointless. DO BETTER. People are spending their hard earned money to purchase products from a business and are continuously disappointed - overnight them and please your paying customer!!!!

  Business Response

  Date: 10/21/2024

  Hi ******,
  
  It looks like you have already been in contact with our customer service team regarding this order.  We have gone ahead and processed the cancellation and refund for the order following this complaint.  You should have already received an email confirming this as well.  If you have any further questions regarding the order please feel free to reach out to our customer service team directly at *********************************************************.

   

  Thank you,

• Initial Complaint

  Date:10/14/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No product delivered. No emails returned. Its been over 3 months since I ordered, I do have an email conformation of the order.

  Business Response

  Date: 10/14/2024

  Hi Frank,
  
  Thank you for bringing this to our attention.  We're very sorry to hear that the items in this order never arrived.  We have gone ahead and issued a full refund for the order in response to this complaint.  You should have just received an email confirming this as well.  If you have any additional questions regarding this order please feel free to reach out to our customer support team directly at [email protected].
  
  - Sleeve Supply Team

  Customer Answer

  Date: 10/14/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22407757, and find that this resolution is satisfactory to me.

  I will confirm their email of a credit issued.

  I would have rather got the product but 4 months wait is to long not to think I was scammed.

  I appreciate your help in this situation. 
  
  
  
  Sincerely,
  
  
  
  Big Frank Schuler