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:06/23/2023

  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 **** single sided Traditional Kraft cup sleeves on May 16 and received a confirmation email at 12:26 showing that my order was received and had been paid for. On May 23 I received a jpg with a sample to approve. I approved it. According to the website "custom sleeves are printed and shipped within 3-5 business days." It's been 5 weeks since I placed the order. There is no response on their live chat. No one answers the phone. There are links to instagram, ******** and ******* on their webpage - but there are no such accounts. At this point I'm really not sure it's a real company. If it is a viable, actual company - I would really love for them to just finish the job and ship me what I've paid for. If this is some sort of scam I just want to know so I can proceed through my credit card company and attempt to get my money back.

  Business Response

  Date: 06/23/2023

  ****,
  
  You sent us an email yesterday to inquire about the status of your order at 2:06pm.  Between 2:06pm and 2:46pm you sent 14 additional messages to follow up on the original request.  You received a reply to your email from our customer support team at ****** advising you of the status.  It appears as though this inquiry was submitted between the time of the first email and our reply as well.  While we do apologize for the order taking slightly longer than normal to fulfill, please understand that we do respond to all customer support inquiries in the order they are received and do ask that customers allow a reasonable amount of time for a reply.  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: 06/26/2023

   
  Better Business Bureau:
  
  The 14 messages were comments on the "live chat' that no one answered. Each comment is apparently counting as a message in order to make me sound like a crazy person instead of a legitimately irate customer. Many of those messages where "hello?" Their own website says that custom sleeves take 3-5 days. Mine took slightly over 5 weeks. So "slightly longer" is also a description that I think is exaggerated in order to discredit my legitimate complaint. Still haven't received sleeves, but they have shipped. It was pretty obvious they didn't actually print the order until they received my complaint. I can only hope now that the order does actual match the proof they provided and the order is as promised.

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

• Initial Complaint

  Date:06/20/2023

  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 placed an order for some custom printed plastic cups on April 26, 2023 and paid in full. The company stated that it would be a 4-6 week lead time for delivery which I was fine with. I did get an email the next day with a proof of the design which I approved. The experience after that has been terrible. It is now over 7 weeks from the when I placed the order and there has been no communication from Sleeve Supply. I have emailed numerous times, left a voice mail, and tried without success to use their online chat function. No one ever responds back. I would like to know when I can expect my order. If extra time is needed to complete the order I would be fine with that but I would expect that they would at least make some sort of effort to communicate that to me... but that is not the case. They clearly don't care about their customers, either that or this is just a big scam. If I don't get resolution I will be contacting my bank to dispute the charge.

  Business Response

  Date: 06/20/2023

  Hi ******,
  
  Thank you for contacting us regarding your recent order.  We do sincerely apologize for the cups in this order taking slightly longer than normal.  We have received a significantly higher than normal order volume in the weeks leading up to the peak season and are working as quickly as possible to fulfill all orders in the order they were received.  It looks like the cups in this order are currently on track to be completed and shipped on Thursday of this week. You will receive an email containing the shipment tracking info as soon as it becomes available.
  
  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: 06/27/2023

   
  Complaint: 20207795
  
  I am rejecting this response because: The response from Sleeve Supply stated that my package would be shipping on "Thursday of this week" which would have been 6/22. It is now Tuesday 6/27 and I still have not received a shipping confirmation email. My complaint will not be resolved until I have firm confirmation that my package has shipped and has reliable tracking information.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/27/2023

  Hi ******,
  
  The cups in this order are currently in transit to you with *** tracking # 1ZR201480317143208.
  
  Please let us know if there's anything else we can help you with!
  
  Thank you,
  Sleeve Supply Team

  Customer Answer

  Date: 07/05/2023

   
  Better Business Bureau:
  
  I did finally receive my order and the product is satisfactory. I do find it a little ridiculous that I had to file a complaint with the BBB just to get any kind of response from Sleeve Supply. They really need to do better and have lost a customer as I won't be ordering from them again.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/07/2023

  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 placed a re-order and paid in full on 04/04/2023. Their site said 2-3 weeks, its been 2 months. No response to emails, phone calls, or live chat. Complete silence from this company. In the past they have ran late on orders, but now running late and no response to request for status updates makes me think they are out of business. I would just like my order delivered or a complete refund of funds.

  Business Response

  Date: 06/08/2023

  Hi *******,
  
  It looks like you did email our customer support team earlier this week and have since received a response.  We were able to confirm that your order has been completed and shipped and is currently in transit to you with *** # 1ZR201480399444631.  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:05/04/2023

  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 order #***** on 4/23/2023 for ***** custom printed coffee sleeves for a total with shipping of $129.34. The website stated that I'd receive a photo proof of a sample via email within 24 hours of the order being placed, with shipment happening within 15 business days after that. After 5 days of waiting for the proof, I still had not received an email and reached out via the website's live chat, phone call - where I left a message, and email. I continued to reach out via all three channels daily and still have not been contacted nor received a proof or update on my order. While the website leads you to believe this is a professional company, it appears this is a scam of some sort and nobody is available to address any concerns or actually complete the order.

  Business Response

  Date: 05/04/2023

  *********,
  
  We do sincerely apologize for the slight delay in getting your proof to you.  Occasionally, proofs can take a bit longer to generate, especially during periods of higher than normal order volumes or in instances such as this one where a special request is being made. All of the lead times listed on our site are counted from the date an order is placed until is ready to ship.  This means that even if the proof does take a bit longer than normal to be sent or be approved, it does not delay the order in any way.  Your place in our production queue is reserved at the time the order is submitted. It looks like we were able to process the cancellation of this order and a full refund has already been issued.  If you have any further questions regarding your order please feel free to reach out to our customer support team directly at *********************************************************.
  
  Thank you,
  Sleeve Supply Team

• Initial Complaint

  Date:04/26/2023

  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.

  We ordered and paid for ***** custom logo plastic cups on 2/15/24 and have not received them. We have tried to contact Sleeve Supply via email, phone, and chat via their website on numerous occasions starting several days ago. They have not returned any and seem to be off the grid.

  Business Response

  Date: 04/26/2023

  Hi *****,
  
  It looks like we did receive an email from you around 10am on the day this complaint was filed and we did respond the same day within a few hours to advise you that the order is still on track to be completed and shipped this week.  ******* tracking info for the cups will be emailed to you as soon as it becomes available.  If you have any other questions regarding this or any other order please feel free to reach out customer support team directly at ******************************* for the fastest possible response.
  
  Thank you,
  Sleeve Supply Team

  Customer Answer

  Date: 04/30/2023

   
  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:04/07/2023

  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 my second order with Sleeve Supply on December 14th, 2022. No cups to this day. I've called, but no one has answered. I've emailed twice. This is not professional and a huge inconvenience to my business.

  Business Response

  Date: 04/10/2023

  Hi *****,
  
  Thank you for contacting us regarding your order.  We're very sorry to hear that the cups in this order did not arrive.  Since you have requested that the job be completed, we will be ******* the cups into production tomorrow and will have them ready to ship out by Wednesday 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 service team directly at ******************************* for the fastest possible response.
  
  Thank you,
  Sleeve Supply Team

• Initial Complaint

  Date:03/17/2023

  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.

  After placing an order the morning of March 15th, I did not receive a proof within the time period the website mentions (24 hours), so I tried calling the company to get an ETA. The phone number I called had no answer and no voicemail. I reached out via email the afternoon of the 16th. I received no response. I reached out once again via email on the 21st and finally received a response. They said they'd have the proof to me by the end of the day. The next day I still had not received the proof so I reached out again. I received the proof that evening. It was blurry- the size recommendations on their website are far too small- so I resubmitted larger png files of the graphics. After approving the second proof on the 23rd, I heard nothing until I reached out again March 1st to check on the status of the order. I was told at that time that I would receive a shipping notice within the week. 8 days later I had not received any further information, so I followed up yet again. I sent an email follow up the follow two days and on the 10th told them I would be canceling my order if I didn't hear back about shipping. They responded the same day to say it was too late to cancel the order. I was told it would be shipped by the start of the next week. I heard nothing and followed up on the 14th. I have not heard anything since about my order. I called my credit card company today to report the fraud.

  Business Response

  Date: 03/17/2023

  Hi *******,
  
  We do sincerely apologize for this order taking a bit longer than normal.  As we indicated in our earlier communications, the image file you provided for this order was too low of a resolution to print initially as we do require vector files for our full bleed print service.  Our graphic designer took care of manually vectorizing your image at no additional charge which did take a bit of time due to the high level of detail in the design.  The sleeves in this order did finally finish production earlier this week but you had also requested to cancel the order by the time it was ready. Although we are normally unable to cancel a custom product order once it has entered the production stage, we did make an exception in this case and issued a full refund per your request.  The 5 cases of sleeves are complete and are currently on hand in our warehouse.  If you change your mind or ever have a future need for them please feel free to reach out and we will be happy to get them shipped out to you.
  
  Again, we apologize for any inconvenience you may have experienced with this order.
  
  Thank you,
  Sleeve Supply Team

  Customer Answer

  Date: 03/21/2023

   
  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:02/27/2023

  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 order from Sleeve Supply on 8/9/2022. I placed an order for custom sleeves and customs plastic cups for my restaurant, and PET lids. It is now 2/27/23 and I have not received anything but the sleeves. I have attempted to contact the business 4 times. I have tried emailing, responding to the order email (which the email says to do if there are issues) and their live chat option. Never once have I received a response. I am a small business and deciding to spend the extra money on custom plastic was a big one. Im extremely disappointed. I loved the coffee sleeves, and I would order more, but how am I to know that I will actually receive them.

  Business Response

  Date: 03/03/2023

  Hi *****,
  
  Thank you for contacting us regarding your recent order.  It looks like you had emailed our customer support team at the same time as this inquiry was submitted and I do see that we have already responded via email to advise that your order has been completed and shipped.  If you have any further questions or concerns regarding this order please feel free to reach out to us directly at *******************************.
  
  Thank you for your continued patience with this order.
  Sleeve Supply Team

• Initial Complaint

  Date:01/31/2023

  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 on January 18th at 11:40AM after speaking with a representative via the messenger app on their website. I reached out to them because the website said they were having issues with lead time and I needed the product I ordered for January 29th. I simply asked if that was possible, *********** got back to me and said yes it was to just put in the notes the time I needed the product by. So I did. I paid the company and received an email saying payment went through and then nothing. I reached out to the company via phone and through there website messenger on Friday January 27th and Saturday January 28th and then on Monday January 30th asking where are products are at and why they were never shipped. Still no response. Attached you will see my communication with them and then also the invoice from them.

  Business Response

  Date: 02/01/2023

  Hi ****,
  
  Thank you for contacting us regarding your recent order.  I do sincerely apologize that we were unable to expedite this order in time for your deadline and for any trouble you may have had getting in touch with us.  I have gone ahead and processed a full refund for this order per your request and you should have just received an email confirming this as well.  If you decide that you would still like to receive the sleeves or if you have any additional questions regarding this order please feel free to reach our support team directly at *******************************.
  
  Thank you,
  Sleeve Supply Team

  Customer Answer

  Date: 02/01/2023

   
  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:12/02/2022

  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 purchased custom coasters almost a month ago and have emailed and called repeatedly with no response. Now I'm out $200 and have nothing to show for it.

  Business Response

  Date: 12/21/2022

  Hello,
  
  Thank you for contacting us regarding your recent order.  We received a request via email on 12/7 from ******************** to cancel this order.  The cancellation was processed at that time and a refund was issued.  If you have any further questions regarding this order please feel free to reach our customer support team at *********************************************************.
  
  Thank you,
  Sleeve Supply Team