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:04/10/2024

  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.

  On February 14th, 2024, I ordered ****** custom sleeves for my business from Sleeve Supply. I paid $977.40. This is the third order I have placed from them, I received the previous two orders within 5-6 weeks but as of April 9th, 2024 I still have not received my order. I have tried reaching out to the company via email with no response, and I have tried calling the phone number on their website multiple times but no one ever answers. To clarify, this was not a new design and they are not waiting on any information from me. This was a reorder of a previously ordered product.

  Business Response

  Date: 04/10/2024

  Hi *******,
  
  Thank you for contacting us regarding your recent order.  It looks like the sleeves in this order are currently on track to be completed and shipped on Friday of this week.  Tracking information will be sent via email as soon as it 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

• Initial Complaint

  Date:03/11/2024

  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 with this company on 1/31 and have not received the product and communication has completely fallen off. When I call the company, the phone goes to a voice mail box that doesn't even have a company recorded message. Emails are ignored. I was told on two occasions the product was going to ship to me. It's a relatively small amount of money but it's already paid since I paid online with my company credit card. It's the principle. Don't order from this company.

  Business Response

  Date: 03/14/2024

  Hi *****,
  
  It looks like you have already been in contact with our customer support team regarding this order earlier this week and last.  As of the time this complaint was received it appears as though all items in this order have been successfully delivered.  If you require any further assistance with the order please feel free to reach out to our customer support team directly at ******************************* for the fastest response.
  
  Thank you,
  Sleeve Supply Team

  Customer Answer

  Date: 03/15/2024

   
  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:03/07/2024

  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.

  On February 2nd, 2024 I put in an order for ***** disposable cups, ***** disposable lids, and 500 customized disposable cup sleeves. On February 3rd I received an email from Sleeve Supply with a proof of my custom cup sleeves. On February 6th I approved the proof. I then did not hear from Sleeve Supply nor did I received any receipt or confirmation of payment despite $203.66 paid from my business' credit card to Sleeve Supply. After an extended amount of time with no update from them I, through their website, submitted a Contact Form on February 29th to inquire about my order status. Later that day I received the following response from ***************************** whose title is "solutions specialist":"Hi *****,I'd be happy to assist you with this. It looks like the sleeves in this order are currently on track to be completed and shipped by end of day today. You can expect to receive an email containing the *** tracking info for the order within the next 24 hours.Please let me know if there's anything else I can help you with!Thank you".Satisfied, I waited for the promised *** tracking email. By March 6th I had received no *** tracking email or any kind of communication from Sleeve Supply or ********************. That same morning I sent the following email:"Hi ******, I still have not received a *** tracking email. Let me know if there's a problem with the order. Thanks, *****".On March 7th I had yet to hear back via email, so I called the number supplied through ********************************* email, **************, and left a voicemail when there was no answer. I then called the number on the Sleeve Supply website, **************, and again got no answer and left a voicemail. I called a second time a short while later and again was sent to voicemail. I called a third time from a different phone and again was sent to voicemail. This has greatly impacted my business as I relied on this company for a product needed for my operations and am now behind on my project schedule.

  Business Response

  Date: 03/08/2024

  Hi *****,
  
  We're very sorry to hear that you felt the need to submit an inquiry for this order.  It looks like you did inquire about the status of your order on 2/29 and received a response the same day.  As mentioned in our emailed communications, this order is currently in transit to you and scheduled for delivery on Tuesday of the coming week.  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

• Initial Complaint

  Date:03/01/2024

  Type:Customer Service 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.

  SUBMITTED ORDER on JAN 31, 2024. APPROVED PROOF on Feb 5, 2024. SENT EMAIL ASKING FOR UPDATE on FEB 28. No response. SENT CHAT MESSAGE on FEB 28. No response. CALLED Feb 28 and 29, no answer. SITE STATES 15 business days, but cannot get a reply or response. Trying to get update but this is so unprofessional. Id like a refund!! TOTAL SCAM.

  Business Response

  Date: 03/01/2024

  Hi *****,
  
  Please keep in mind that the lead time provided on our website is an estimate.  We cannot always guarantee an order will be fulfilled in exactly 15 business days and do apologize for this order taking slightly longer than normal.  You emailed us to inquire about the status of this order yesterday and did receive a reply today advising you that it was expected to be completed and shipped tomorrow.  Since the order has not yet been fulfilled as of the time this inquiry was received, we have agreed to go ahead and cancel the order per your request.  
  
  You should have just received an email confirming the cancellation.  Please allow up to 2-3 business days for the refund to be reflected to your card statement.
  
  If you have any additional questions regarding this order you can reach out to our customer support team directly at *********************************************************.
  
  Thank you,
  Sleeve Supply Team

  Customer Answer

  Date: 03/01/2024

   
  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:02/02/2024

  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 ordered sleeves for hot drink cups. We used this company after one of our franchisees had order sleeves from this company and where they were delivered. So we didn't think to check the credentials of this company.
  
  Order was placed Dec 15 (see attached order confirmation). We haven't received the sleeves, and
  - all calls remain unanswered;
  - all emails remain unanswered.
  Like the company closed it doors, but still took our money knowing they'd be closing their doors. Or perhaps there is something else going on, but we just cannot get in touch with the company.

  Business Response

  Date: 02/06/2024

  Hi ******
  
  It looks like you have already been in touch with our customer support team regarding this order.  Your order did require some additional graphic design work which did unfortunately delay the process.  As indicated in our reply last week, this order has been shipped and will be delivered to you by the end of this week.  If you have any additional questions regarding this order please reach out to our customer support team directly at [email protected].
  
  Thank you,

• Initial Complaint

  Date:01/28/2024

  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 purchased personalized coffee sleeves and coasters. I recieved the sleeves, but never received the coasters. I have tried contacting the company multiple times in multiple ways. They dont answer the phone or return messages. They do not answer the chat feature on their website. They also do not respond to emails. Their website states the coaster should be completed within roughly 15 days plus shipping. It has been almost 2 months. At this point they have basically stolen my money! I would like a refund for the product and shipping I never received.

  Business Response

  Date: 01/29/2024

  Hi ********,
  
  Thank you for bringing this issue to our attention.  We're very sorry to hear that the coasters in your recent order never arrived.  We have gone ahead and cancelled that item from the order and have issued a full refund.  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,

  Customer Answer

  Date: 01/29/2024

   
  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:01/24/2024

  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.

  NOV. 02, 2023 SUBMITTED ORDER. NOV 27 ASK FOR UPDATE. STATED IT WOULD BE 4-6 WEEKS, THEN TRANSIT TO MY LOCATION. 2-3 DAYS. CALLED MANY TIMES NO ANSWER AND NOW NO ANSWER TO EMAIL WEBCHAT OR ********* TRYING TO FIND OUT WHAT IS GOING ON WITH MY ORDER AND IF THEY ARE STILL IN BUSINESS.

  Business Response

  Date: 01/25/2024

  Hi ******,
  
  It looks like you have already been in touch with our customer support team regarding this order and we have replied to each of those emails.  Upon reviewing the *** tracking information we have on file for the order I can see that part of the order was delivered yesterday with tracking # 1Z4812450339038635 and the remainder is scheduled for delivery tomorrow with tracking # 1ZR201480314506778.  
  
  If you have any further questions regarding this order please feel free to reach out to our customer support team directly at *********************************************************.
  
  
  

  Customer Answer

  Date: 01/25/2024

   
  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. But I will say every email was not responded too. and I still have yet to receive the tracking information from Sleeve Supply. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for personalized cups in August. Have never received shipping information and have never received product. No one answers their phone. No one has returned my phone call or emails. Voicemail has no company name, just "leave a message."

  Business Response

  Date: 12/13/2023

  Hi *******,
  
  Thank you for contacting us regarding your recent order.  It looks like you did email our customer service team regarding this order on 11/29 to inquire about the status and we did reply the same day.  Your order was delayed because when you placed the order you had selected the "repeat order" option despite it actually being a first time order.  As a result of this, when our production team went to print the order on its scheduled production day, we did not have a plate on hand for your design.  Selecting the first time order option adds the one-time setup charge to the order which covers the cost of manufacturing a plate for the new design.  
  
  We advised you on 11/29 that we did go ahead and cover the cost of manufacturing the plate for this order at our expense as a courtesy and that the cups would be expected to be completed and shipped this week.  That is still the case and the order is still on track to be completed by the end of this week.  The tracking information will be emailed to you as soon as it becomes available.
  
  If you have any further questions regarding this order please be sure to reach out to our customer support team directly at *********************************************************.
  
  

• Initial Complaint

  Date:12/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received a promo for holiday items, one should be able to assume they would arrive for this years holidays. The promo code also said ALL custom products with NO limits. I did not receive the discount on ALL custom products as you can see on the invoice. This company does not respond to emails asking for a correction to the invoice to include the discount. They do not respond to emails, phone calls, or chat. I have asked for shipping and discount information from them. I thought they had improved, but I have been misled in that thought. I would like the product delivered for this week or a full refund.

  Business Response

  Date: 12/06/2023

  *******,
  
  We have responded to every email you have sent in reference to this order.  The Black Friday promotion that was offered was applied to both items in this order.  You emailed us after placing the order after noticing it had not been applied to the second item in the order and we replied immediately to confirm that a credit had been manually issued back to your payment method.  The lead time for all of our custom products is made clear on our website.  For the seasonal custom sleeves it is 7 business days from order date to ship date.  Based on when this order was placed, the sleeves would be expected to be shipped today and they are.  Tracking information will be sent via email as soon as it becomes available.
  
  If you have any additional questions regarding this order please reach out to our customer support team directly at ********************************

• Initial Complaint

  Date:11/29/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on August 12, 2023 for an order of custom cold cups, with a listed lead time of 4-6 weeks. It has now been more than ****************************************************************** communication from this company. I have called and emailed every number and email listed on their website. I will be moving forward with a dispute and/or legal action. Read these reviews and AVOID this company at all costs.

  Business Response

  Date: 11/30/2023

  Hi ****,
  
  Thank you for bringing this to our attention.  We're very sorry to hear that two of the items in this order never arrived.  We are going to be ******* to replacement cases into production today and those will be shipping with *** # 1ZR201480318576507.  If you have any additional questions regarding this order please feel free to reach out to our customer support team directly at *********************************************************.