Complaints

This profile includes complaints for Cimpress USA, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cimpress USA, Incorporated

  275 Wyman Avenue Waltham, MA 02451-1200

• 

  Vistaprint

  170 Data Dr North Waltham, MA 02451-2222

• 

  Vistaprint

  447 Advance Blvd Windsor, ON N8N 5G8

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:02/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 4, 2025, I placed order # VP_R4N30SBP for 50 custom keychains at a promotional price of $162.26, with a promised delivery date of February 13th. I received conflicting emails regarding its status. Initially, a delay to February 20th due to printing issues was communicated on February 10th. Then, on February 12th, I received two contradictory emails: one offered cancellation due to ongoing problems, the other stated my order was cancelled (without my request) and a refund ********* of February 17th, I have neither the merchandise nor the refund. A customer support chat with "*********" on February 17th resulted only in her stating a refund would be processed. No apology was offered.I am extremely dissatisfied. The repeated delays, conflicting information, unauthorized cancellation, and lack of refund are unacceptable. I was offered a new order, but the promotional price will not be honored. This has impacted my business, as these keychains were for a promotional event.I request an immediate full refund and a formal apology. I have a transcript of the customer service chat with ********* available for review.

  

  Business Response

  Date: 02/20/2025

  Complaint Summary

  
               On February 4, 2025, the customer placed order # *********** for ** custom keychains at a promotional price of $162.26. The order was to be delivered by February 13th. However, the customer received conflicting emails regarding the status of their order. Initially, on February 10th, a delay to February 20th was communicated due to printing issues. Subsequently, on February 12th, the customer received two contradictory emails: one offering cancellation due to ongoing problems, and the other stating that the order was cancelled without the customer's request and a refund had been issued. As of February 17th, the customer had neither received the merchandise nor the refund. A customer support chat with "*********" on February 17th only resulted in her stating that a refund would be processed, without offering an apology as requested by the customer. The multiple delays, conflicting information, and unauthorized cancellation have led to extreme dissatisfaction. The customer has requested a full refund and a formal apology.

   

  Investigation:

               I have compiled a timeline detailing the updates and actions taken for your reference below:02/09/2025- The initial order was rejected due to a file upload issue.
  Action Taken: Processed replacement order under same order ID: VP_R4N30SBP.
  Email sent to customer informing about the identified file upload issue for order id: **************/10/2025- The replacement order that was processed on 02/09/2025 was rejected.
  Action Taken:
  2nd replacement was done under the same order id: VP_R4N30SBP.
  Another email was sent informing about the technical issue we experienced.
  Customer was also advised that a separate email was sent about merchandise credit, please disregard as the credit was used to cover the replacement order. No action is needed on your part.
  The design was recreated and saved in My Projects page with the recommendation to use this file for future orders.02/11/2025- The 2nd replacement that was processed on 02/10/2025 was unfortunately rejected again.
  Action Taken:1. An email was sent to the customer informing the customer of the technical glitch we encountered. Customer was offered other options below: You're welcome to wait for the issue to be resolved after which we'll reprocess the order for you with an updated date of delivery. Choose a similar product. You can start browsing here .Opt for a Merchandise Credit of the order value. Credits are valid for a year and can be applied to other Vistaprint purchases. Opt for a full refund.2. Cancellation of order id: VP_R4N30SBP has been processed in order to process a new order. A new order was processed (Order ID: VP_QZTHV89W) in hopes that this can be fulfilled using the new file. Regrettably, the new order was rejected as well.02/18/2025- Customer reached out to CARE advising that cancellation wasn't requested.
  ********* provided clarification that the design was unable to be printed which generated an automated cancellation and hence the email. ********* offered an alternative product or process either a credit or a refund. Customer agreed to receive a refund.

   

  Detailed Description of Opportunity
  
  1. Technology- The order was repeatedly rejected even after remediation, due to a file upload error.
  2. People- The customer was confused of the conflicting information received via email. Customer was upset that he was not able to get clarity of the contradicting emails informing about order cancellation. credit and refund request. The customer's expectations regarding the refund were not properly managed therefore adding to the customer's frustration.

   

  Solution provided
  
  Full refund amounting to CAD162.26 has been issued by CARE. Customer outreach has been conducted by *** courtesy of ******** *******. Customer was offered 2 items to choose from - Planet LED Flashlight with Metal Keyring & Planet LED Flashlight Keyring - Laser Engraved. Added both products to his projects and applied the design/logo. Customer will choose from the 2 to order as he is currently busy and cannot place an order at the moment.

  
  Issued credit of honored discount amounting to CAD ***** for customer to place an order without contacting us.

  Customer was advised during call for all actions taken, email sent as final step. Case has been resolved.

  Customer Answer

  Date: 02/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 24, 2025, I was at work and was logged into my work email account, which is a Gmail Workspace account but is not attached to my VistaPrint account. I was on **********************'s website browsing their products, but was NOT LOGGED IN to my account. I couldn't find what I was looking for, so I exited the VistaPrint page on my browser and began looking on a different website. Five minutes later, I received a text message from VistaPrint that said: "Hey there! We noticed you eyeing something on our site...come back and take another look: *******************************". My account is signed up to receive promotional text messages from VistaPrint, but VistaPrint should have had no way of knowing that I was viewing their website because I was not logged into my VistaPrint account AND I was not logged into the email that I use in association with my VistaPrint account. I have received marketing texts before, but only when I was signed into my account. I believe Instagram is monitoring my IP address, both at home and work, and the Text message was proof of that. I did file a complaint with VistaPrint, but it is under investigation. They were distracted by the *********** text I received right before the text I was talking about and it took the support staff a while to realize which text I was talking about within the thread. I believe VistaPrint is surveilling me without my knowledge or consent. I have not yet received an explanation.

  

  Business Response

  Date: 02/10/2025

  Hi ******,
  
  
  Thanks for contacting Vista.
  
  
  I apologize for the confusion this whole ordeal has caused you.
  We did find this to be expected behavior. I've included a screenshot of the sign up unit which links to our terms and privacy which discuss our cookie policy. These cookies are how we are able to send these sorts of personal messages like the customer received and they do not have to be logged in. The cookies in question are from the time you were logged in. Clearing the cache and cookies or using other devices prevents this from happening.
  
  
  As an abundance of caution we have opted you out from receiving future communications from us. If they would like to opt back in they can reply "START" to *****.

  Customer Answer

  Date: 02/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/12/2024

  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 December 10th 2024, paid an extra $35 for express shipping, to which Vistaprint said it would be here Tuesday December 12th. I contacted them to remedy the issue. The agent "******" told me there was nothing they were going to do, and that I needed to call **** Why pay extra and get a guarantee date, if you're not going to follow thru with it and remedy the situation? What a horrible business to work with!

  

  Business Response

  Date: 12/17/2024

   We were able to reach the customer and agreed to refund only the shipping cost as order has been delivered as well.  Issued the refund as promised. No further action is required.

• Initial Complaint

  Date:12/06/2024

  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 for checks they want me to wait 2 weeks its not fair when they charged me for expedited shipping I shouldnt have to wait this long to have my order

  

  Business Response

  Date: 12/13/2024

  On December 9, we reached out to inform the customer that the checks had been shipped via *****, with an expected delivery date of December 11. Additionally, the 3-To-A-Page Checks and the Economy Large 3on Binder were scheduled for delivery on December 12. According to our records, all items have now been successfully delivered. 

• Initial Complaint

  Date:12/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sold be goods that they do not have. This is fraud and they keeping lying about the delayed and they have no intention of doing anything about this

  

  Business Response

  Date: 12/07/2024

  The customer sent a follow-up email using a different email address, *************** and requested a callback late Friday evening. I informed the customer that the expected ship date had been moved due to stock availability, with the new expected ship date showing as 12/14/2024. However, I emphasized that we cannot guarantee this date.
  The customer expressed dissatisfaction and stated they would reach out to an attorney, accusing us of being a fraudulent company selling goods that are not in stock.
  I advised the customer that a partial refund of $32.51 had been processed from their order. We offered the option for the customer to wait for the items to be delivered, and in the meantime, we could process an additional partial refund of $63.19 from the remaining balance of $126.39. If the order is still not shipped by the 12th or 14th, we will process the remaining amount as a refund.
  Alternatively, we offered to refund the remaining $126.39 and cancel the order if we could not deliver it on time.
  
  The customer decided to choose an alternative item while waiting for the original order. He selected the Oakley Kitchen Sink Backpack.
  The customer agreed, and an email has been sent to confirm that the Oakley Kitchen Sink Backpack has been ordered (VP_0KRGFMDW). The original expected delivery date was 12/19/2024, but I was able to select an earlier delivery on 12/13/2024.
   I will reach out to the plant on Monday to confirm availability and send an update once I receive a response.
  
  

• Initial Complaint

  Date:11/19/2024

  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.

  Vistaprint advertised that any order of 250+ would receive $80.00 off. That would have brought my total down to $170.66. The advertisement clearly states that the offer can be stacked with the language "plus stack your savings" with an additional 30% off Holiday Cards. The total before discount of my holiday cards was $198.51. With 30% off, they would have been $138.98, an additional $59.55 off if they were following their own advertising, bringing the total down from $170.66 (with the $80 off from achieving 250+ in the cart), to $111.11.Instead, my cart tells me I have to spend an ADDITIONAL $58.90 (the discount total of the cards) to achieve the $80 off. This is not stackable (as advertised) if they are penalizing for the card discount and asking me to spend MORE money than my subtotal. It's a bait and switch and NOT THE FIRST TIME I've caught Vistaprint with something similar. I understand that they typically only allow one promo code in regular orders; however, this ad clearly states the ability to STACK and is misleading consumers into thinking they are doing ***** takes time to resolve these issues and I was not happy with a consumer *** who stepped out of their lane and suggested that I should be taking my child to the hospital rather than resolving a complaint. I would like a store credit which matches the above advertised price for the order.

  

  Business Response

  Date: 11/22/2024

  The FAMILY coupon promotion ended on 20/11/24 hence this is no longer valid. This is a tiered amount that will reflect as savings if the product total (on base price) reaches the product total tier. The Customer was still unreachable via phone and unresponsive to email in the 48hr contact attempts we made. Issued $25 Shopper Credit as courtesy and email sent explaining the promotion.

  Dear Katrin,
  Good day!
  Despite our efforts to reach out to you by phone in the past 48 hours, we were unable to speak with you personally.
  Upon review of your account, the screenshot you provided with the Better Business Bureau that shows  cart with 70 Christmas cards and ********************************************** your Projects. 
  The FAMILY coupon promotion ended on 20/11/24 hence this is no longer valid. Based on the screenshot provided, the 70 Christmas card actually reflected a 57% off from the base price of ******. The discounted price showing in ***** is the discounted price $113.50. The Return address labels though was not included in any of the sale promotion at that time. The total amount that was taken off on your cart at that time was $94.56 which exceeded the maximum $80, because it was stacked with the sale we have for the Christmas cards plus the order met the tier amount of $135 spend. Please note that *** will still be added in the final cart page.
  Today, I'm excited to say we have better ongoing promotions that can give you more savings! Our Christmas cards are on Black Friday preview sale of Up to 50% off. Don't forget to sign in to your account and update your Christmas Cards before the sale ends on November 24 to enjoy bigger savings!
  
  As a one time courtesy, I have issued a $25 store credit on your account good for 1 year and can be combined with any items on the cart at checkout. Please feel free to reach out to Customer Care via phone, chat or email for further assistance on discounts or any concerns you may have or you can also reply to this email.
  We look forward to do business with you again. Have a great day!

• Initial Complaint

  Date:10/04/2024

  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 September 26 I paid for a priority delivery of an order which was supposed to have been delivered on October 4, it never was, so I called *** which informed me that vistaprint put the wrong information on their label and didn't answer any of the requests for corrections. I called vistaprint where I was told that they will overnight a replacement as I need this morning of 10/7/24. When I checked later on the order, the delivery date was 10/10 which is after i need it, and much later than what i have paid delivery for. When I contacted customer service again they said it's not their problem. I will now have to put in rush order somewhere else which will cost me more. So I am demanding full refund, plus whatever difference that I will incure printing this somewhere else.

  

  Business Response

  Date: 10/08/2024

  Hello *****,

  I hope that this email finds you well.

  I am writing to share that the order, VP_PTHR5PL2, has been refunded in full; an amount of $75.62. The order was replaced and has been shipped. You may expect the replacement on or before October 09, 2024. Should you receive the items, and no longer need them, you may discard of them as you see fit. Our records show that you contacted our CARE team and were assisted as well.

  Please accept our sincerest apologies for any inconvenience that this may have caused. This is certainly not the experience that we want you to have.

  Please feel free to reach out to us if you have any other concerns at ************** between 7 am - 3 am, Monday - Friday or 8 am - 8 pm, Saturday - Sunday EST.Thank you for choosing Vista or through any available means on our support page found here - *****************************************************************.

  Thanks for being a valued Vistaprint customer, and have a great day!

  Sincerely,
  Vistaprint Support.

• Initial Complaint

  Date:08/27/2024

  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 attempted to use VistaPrint to reorder business cards as we have ordered numerous items from this company since establishing an account. When the password and other information was entered it stated "wrong email or password."

  

  Business Response

  Date: 09/16/2024

  Hello,

  You may find the response to the customers complaint below:
  
  We reviewed the account details associated with the provided email address. It was discovered that the email address on file had been updated to **************************** and the account is currently registered under the name ***** *********. This change may have been made by an authorized user or during a routine update.
  

  We contacted ****** *****-********* on September 16, 2024, to address the issue. ****** initially provided the email address **************************************** for the account she was attempting to access. We informed her of the changes to the account, including the updated email address and account name. ****** was advised that we would need verbal permission from ***** ********* to proceed with any further assistance. She was unaware of these updates and confirmed that ***** *********, a member of her company, would be the appropriate contact for any account-related matters.
  

  To ensure account security and accurate support, we have informed ****** that we require direct authorization from ***** ********* to assist further. This step is crucial to protect the integrity of the account and verify that any actions taken are authorized by the current account holder. ****** agreed to make contact with ***** ********* regarding the account details to move forward with this issue. No further action is required on our part at this time.
  
  Sincerely,
  Intraday
  Intraday Coordinator
  **************
  

• Initial Complaint

  Date:08/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It says still in progress I've tried calling couldn't understand the person was not speaking English I've tried emaling they canceled my order then made another one that was supposed to be here on 8/21 but it never arived they keep on telling me please be patient that I well get my order then something went wrong with printing I still want my order

  

  Business Response

  Date: 09/18/2024

  To Whom It May Concern,  

  I am writing to provide an update on the actions taken to address a recent customer issue filed with our company, **********************. The complaint was received from ****** ******** regarding his dissatisfaction with the purchase of Wall Calendars made throughout February 12, 2024 to July 29, 2024.  

  Upon receiving ******** complaint, we immediately initiated an investigation to understand the nature and extent of his concerns. Our customer service team attempted to reach out to ****** via phone on four occasions to discuss the matter directly, but unfortunately, we were unable to connect with him.  

  In response to ******** complaint, we sent him an email outlining our sincere apologies for any inconvenience or dissatisfaction he experienced. We've reviewed the resolution/quality issues along with order cancellation issues regarding the calendars and have provided the following options to ******:  

  1.)Refund: We offered a full refund for purchases with copyright content and also a full refund requested by ****** for quality/resolution issues, including any associated shipping costs, upon providing us with his order numbers to expedite the process.  

  2.)Reprint: Alternatively, we offered to resubmit the calendars with quality/resolution issues twice; however, upon reviewing the images uploaded by ******, we noticed that the resolution is of low quality, as such, the reprints did not resolve the issue. We recommend that high resolution images be uploaded in order for us to print a higher quality.

  We emphasized our commitment to rectifying the situation promptly and ensuring ******** complete satisfaction with our products and services. Additionally, we expressed our gratitude for his patience and understanding throughout the process.  

  As of the writing of this report, we have received a response from ****** stating "I contacted BBB because I had several issues not with this order with other orders as well plus this order so I'm sorry I won't retract anything I said to the BBB so stop harassing me already by calling me 6-9 Times a day and p.s. I never got an email either please no more phone calls enough is enough".

  We take customer feedback seriously and continuously strive to improve our offerings and customer experience. We appreciate the opportunity to address ******** concerns and are committed to resolving the matter to his satisfaction.  

  Should you require any further information or assistance regarding this matter, please do not hesitate to contact us.  

  Sincerely,  

  Intraday  

  Intraday Coordinator  

  ************** 

• Initial Complaint

  Date:08/16/2024

  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.

  When I click on the unsubscribe button after receiving unwanted emails from VistaPrint.com the link to unsubscribe takes you to a page that says reduce emails and gives an explanation why you dont have to unsubscribe. The option to unsubscribe is not on this page. There is only the option to reduce emails. I called and they requested way more information about me in order to unsubscribe and only then gave me a word of mount promise. I do not want emails from this company and I have made several attempts to unsubscribe. They have made a his extremely difficult and frustrating. The button to unsubscribe should take you to an unsubscribe option. Not just reduce emails (the only option provided).

  Customer Answer

  Date: 08/27/2024

  I have not heard from the business in response to my complaint.