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:09/04/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered cups from this business at the beginning of this year around the time of January. It was a large order around $5,000. I received one part of the order but it's now September and nothing else has come in. I have emailed the company almost 10 times and have not received a response. I am worried the company collected my money and is not going to send the product. I'd love to find a way to get in contact with them.

  Business Response

  Date: 09/04/2024

  Hi *****,
  
  It looks like the hot cups in this order have been on hold for several months as we never received a final approval of the sample proof despite numerous follow up attempts.  We have gone ahead and cancelled the item from the order and a full refund has been issued.  It looks like you reached out to our customer support team directly today as well so we will reply to that inquiry as well.  If you need further assistance regarding this order please reach out to our customer support team directly at *********************************************************.
  
  Sleeve Supply Team

  Customer Answer

  Date: 09/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The refund for this will suffice. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/03/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 500 (***** oz) Custom Traditional Kraft Cup Sleeves on 7/7/2024 from Sleevesupply.com (order # *****) and never received them or the promised email showing they were shipped. I've contacted them several times through their website contact form, email, and ******** page, and have received no response. I either want my money refunded ($56.59) or my order delivered.

  Business Response

  Date: 09/03/2024

  Hi *****,
  
  Thank you for bringing this to our attention.  It looks like you also contacted our customer support team regarding this over the weekend and we have already responded to that inquiry.  The order has been cancelled and refunded as per your request.
  
  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

  Customer Answer

  Date: 09/10/2024

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

• Initial Complaint

  Date:08/28/2024

  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.

  The first time I contacted them, they responded right away. But after I paid and placed my order, they went silent. I submitted my artwork and paid online, but it took two weeks of me repeatedly reaching out before I finally got an email saying they received my order but were having trouble with their email service. This has been going on for a month, with the same excuse about not getting my emails. I specifically bought the sleeves because I needed them within the 15-day turnaround they promised. I still don't have even a proof of my order to ok the production to proceed. this company is a scam! They have a online messenger that doesn't work at all and no phone number to contact then

  Business Response

  Date: 08/28/2024

  ****,
  
  We'd be happy to provide some clarification for the delay you experienced with this order.  The original proof was sent for you to review shortly after the order was placed on 8/5.  Despite numerous follow up attempts, we did not receive a response to the proof until 8/21.  Your response to the proof indicated that one of the graphics was missing however only one was uploaded when the order was placed.  Once we had both files our designer did get to work arranging the proof but this process did take some time as the images were not properly formatted to fit the layout of the sleeve.  
  
  We're sorry to hear that you aren't pleased with the service you received but please understand that there were some unusual circumstances surrounding this order.  We have gone ahead and cancelled the order following this complaint.  You should be receiving an email confirming the cancellation and refund momentarily.
  
  Sleeve Supply Team

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22205087
  
  I am rejecting this response because:

  they made me waste almost one month before they resolved and move forward with my project And now they just abruptly canceled my order  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 08/29/2024

  Hi ****,
  
  We're not quite sure why you have rejected the response.  We explained in detail the reasoning for the delay you experienced in our previous response.  You listed "refund" as a desired outcome for this case so we processed the cancellation and refund in accordance with that request. The payment has already been refunded in full on our end and you should have received an email confirming this yesterday.

• Initial Complaint

  Date:08/27/2024

  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.

  - We placed an order on 11/13/2023 for 1000 8oz Custom cup sleeves.- The total order cost was $278.10 - Based the website and shipping, we were expecting to receive the order on the last week of November 2023.- On 12/13/2023, after the event we needed them for had passed, and long after the projected turnaround time, we received a proof of the design from SleeveSupply.com.We approved the proof that same date as the proof image looked good.I emailed on 1/17/2024 asking for an update as to when our order was to be delivered to me.- On 2/20/2024 I emailed again and requested an update.Today is 8/27/2024, we are working on the planning of the same annual event and have not yet received the order we placed on 11/13/2023. Our next step will be for us to pursue civil complaints as this appears to be theft / fraud.Please don't utilize this company.

  Business Response

  Date: 08/27/2024

  Hi ********,
  
  The lead time for custom sleeves is 15 business days from order date to ship date.  It would never take close to a year for an order to be fulfilled.  Your order shows that it was fulfilled back in December of 2023.  We have not received any communication from you in the time since then so we would have had no way of knowing that the sleeves were never delivered.  We do wish you had reached out sooner to allow us an opportunity to find out what might have happened to the shipment and take necessary steps to replace the sleeves.  We're sorry to hear that you felt the need to take such a drastic measure.  We have gone ahead and issued a full refund for the order.  If you have any additional questions regarding this order please feel free to reach out to our customer support team at *********************************************************.
  
  Regards,
  Sleeve Supply Team

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22204058
  
  I am rejecting this response because: It is inaccurate. Review of the prior complaints with this company show a pattern of similar issues, and similar deflecting responses.
  I never received any tracking information or any package from SleeveSupply.
  The business did not respond to my multiple emails inquiring about the status of my order.
  
  With the over $150 dollars spent on shipping there should've also been a tracking number sent to me for the package they claim to have shipped. Those tracking numbers are often sent through the package carrier, so if somehow there was a lapse in communication from SleeveSupply the tracking number still should've made it to me if the SleeveSupply package had in fact shipped. We would also all be able to look up proof of delivery using that tracking number, but they don't have that as it was never shipped. 
  
  Additionally, after filing this complaint, their representative reached out via the same email address I had tried to check-in with, and to the same email that I ordered with, without delay or hesitation. 

  Yes the money should be refunded as the product that was purchased was never shipped. They have acknowledged that the order has now been cancelled and the transaction refunded, and I am thankful for that.
  However this complaint will not be closed until the funds have been verified to be refunded back to my credit card.

  Thank you.
  
  *******************************

  Business Response

  Date: 08/28/2024

  Hi ********,
  
  As mentioned in our correspondence yesterday, tracking information is emailed automatically for all orders at the time of shipment.  We're not quite sure why our emails weren't reaching you but we had not received any correspondence from you since February of this year so we had no way of knowing that the sleeves in the order were never delivered.  A full refund for the order was issued yesterday as soon as you brought this to our attention.
  
  Sleeve Supply Team

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22204058
  
  I want to add for the record that SleeveSupply in response to this claim, evolved their story from claiming they had no contact from me at all regarding the lack of delivery or communicating about my order after the order was submitted, to now, in their last submission admitting they did receive an email from me in February. February is still 3 months after the delivery should have been delivered to me.
  SleeveSupply admits they received an email in February, they did not however, reply to any of the emails I sent, including the one in Feb. when I was requesting information on my when I should expect my delivery.
  The only communication from them other than the initial order confirmation and artwork approval messages, came 8/27/2024, yesterday, after I filed my complaint. 
   
  *******************************

• Initial Complaint

  Date:08/20/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order in May 2024. I still have not received it. I cannot get a response on email. *** tried to call but the phone number listed is NOT a working number. We have a small business and things like this really set us back, believe it or not. Order ***** was placed. Im so severely disappointed.

  Business Response

  Date: 08/20/2024

  Hi *******,
  
  It looks like you emailed our customer support team regarding this order last night and our team has already responded to you.  If you have any further 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: 08/20/2024

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

• Initial Complaint

  Date:08/07/2024

  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 completed my order and waited weeks for them to send the proof. Once sent, they did not have it correct. I told them it was supposed to be two-sided, and they then took another week to respond. They have no phone number on their website for customer help, and they are very slow to respond. I responded on their ******** that they were slow, and now I am blocked. I am ****** dollars into a product I don't know if I will receive or not. Horrible customer service and please stay away.

  Business Response

  Date: 08/09/2024

  Hi *****,
  
  We're not quite sure what lead to the filing of this complaint but do want to provide some further clarification on the details.  The lead time stated on our website for custom cold cups is 4-6 weeks.  Your order was placed on 7/15/24 which means the expected delivery window would be 8/12-8/26.  You first emailed us on 7/23 asking if there was an issue with the order and we replied the same day to let you know that everything looked good on our end and that the order was still progressing on schedule.  You emailed us again on 7/30 telling us that we are very slow and hard to get in contact with.  We replied to that email in 11 minutes to again re-assure you that the order was still progressing on schedule.  You replied to that email on 8/1 acknowledging that you were now aware of the lead times but were not at the time of ordering.  We had not heard from you since your reply on 8/1 until this complaint was filed on 8/7.  There does not appear to be any justification for the complaint as every email you have sent to our company was responded to in a timely manner and your order was still progressing on schedule and expected to ship on Monday, 8/12. 
  
  We're not quite sure what we could have done to better serve your needs in relation to this order but it sounds like our company just might not be a great fit for your business.  We have gone ahead and processed the cancellation of this order and have issued a full refund.  You should have already received confirmation of this as it appears you have been in touch with our customer support team today as well.
  
  Regards,
  Sleeve Supply Team

• Initial Complaint

  Date:07/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My company bought custom coffee cup sleeves from sleevesupply.com on May 31, 2024. This complaint is being filed on July 9, 2024. We paid $344 for custom sleeves and our bank cleared the transaction on May 31, 2024 in the amount of $344. The order number indicated on the emailed receipt is *****. We have had no communication from the company since the email dated May 31, 2024 even though through the ordering process my business partner was under the impression that we needed to approve a proof sent by sleevesupply.com. We received no email with a proof or any contact, for that matter, since the initial email dated May 31, 2024. I realize that it takes 15 days to produce and ship the order. This has far exceeded the allowable 15 days. My business partner and I have made multiple phone calls to the number indicated on the BBB website and have left messages with our callback number, sent emails to their ******************************* email address, filled out the contact us form on the website, filled out several chat requests on the website, and have yet to receive a reply from the company. There is no phone number listed on their website, no phone number I could find via an online search, and their ******** page provides no information that is useful in reaching them. In conclusion, Sleevesupply.com has been paid for goods which it has not fulfilled and is unable to or unwilling to contact us regarding this order. We would like to be contacted immediately regarding this to either have the items sent to us as soon as possible or refund the order.

  Business Response

  Date: 07/10/2024

  Hi ****,
  
  It looks like you reached out to us via email prior to submitting this complaint.  Our team did respond to that email and this order has already been fulfilled.  You should have received an email containing the shipment tracking info for the order.  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

• Initial Complaint

  Date:07/09/2024

  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.

  We were due to receive our order weeks ago, and can not get in touch with anyone from the organization. No one answers the phones, emails go unanswered and order tracking is not updated. We paid for rush production, and are still behind by 2 weeks and still can't get a response from anyone. We are going to have to order with another vendor, due to lack of communication and not knowing if our order of $1,600 is ever going to arrive. We need these cups in time for a Grand Opening. Just terrible, while pricing is good - its not worth the hassle or stress to not have cups to move product for a small business.

  Business Response

  Date: 07/10/2024

  Hi *******,
  
  We're very sorry to hear that you felt the need to file a complaint against our company for this order.  It looks like we have been communicating with a few different people from your company regarding this order so it's possible those messages have not been reaching you.  Our customer support team has been in touch with both ******** and *** regarding this order and we have communicated expected delivery dates to them.  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:07/03/2024

  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.

  Placed an order online and Merchent never sent item. (I received nothing.) complete scam

  Business Response

  Date: 07/09/2024

  Hi ****,
  
  We're very disappointed to hear that you felt the need to file a BBB complaint against our company.  The lead time for all of our custom products is clearly stated on our website.  You contacted us after placing your order to indicate that it was needed earlier than the anticipated delivery date.  We rushed the order into production ahead of schedule in order to accommodate your rush deadline and it was successfully delivered on Monday, 7/8 per your request.  If you have any additional questions or concerns regarding this order please feel free to reach out to our customer support team directly at *********************************************************.
  
  Thank you,
  Sleeve Supply Team

• Initial Complaint

  Date:04/19/2024

  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 8 cases of sleeves on 01/04/2024, order #*****. I have not received the order as on April 19th, 2024. I wrote an email to the company on 3/11/2024, and have not received a response. I tried to call the company this morning to request a refund and the ***** number seems like a personal cell phone and cuts off after a few seconds of recording. Their social links lead nowhere and it appears to be a sham corporation. Now I'm out almost $500 because I didn't read the terrible reviews of this company. They should be banned from doing business as an e-commerce platform if they can't keep track of their orders and handle complaints in a timely manner.

  Business Response

  Date: 04/19/2024

  Hi ******,
  
  Thank you for bringing this to our attention.  We're very sorry to hear that the sleeves in this order never arrived.  Unfortunately, we do not have any record of an email sent from your address since the order was placed.  We have gone ahead and processed the cancellation 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 *********************************************************.
  
  Thank you,
  Sleeve Supply Team