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

  447 Advance Blvd Windsor, ON N8N 5G8

• 

  Vistaprint

  170 Data Dr North Waltham, MA 02451-2222

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:10/18/2023

  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 ordered a shirt from Vistaprint with my company logo. The logo portion of the shirt still included the backing of the print and is therefore incomplete. Essentially, the vendor did not complete the process of adding the logo for a finished product. I originally notified Vistaprint customer service on September 8, 2023 and have followed up (3) times without a response. For reference, the Vistaprint reference code is: ref:_00D417e46._50007bvuns:ref ]

  

  Business Response

  Date: 10/23/2023

  To Whom It May **************** am writing to provide an update on the steps taken to address the customer's complaint registered with our company, which has been filed under case number #********.

  Upon receiving the customer's complaint, we promptly initiated the following steps to address the issue:

  1.Acknowledgment and Contact: On Friday October 20, 2023, we attempted to reach out to the customer by phone, as a proactive measure to address their concerns and facilitate direct communication. Unfortunately, there was no answer, and a voicemail was left.

  A follow up email notification in response to their initial complaint. We expressed our sincere apologies for any inconvenience they had experienced and offered our assistance to resolve the matter.

  2.Customer Feedback: In our email to the customer, we encouraged them to share any additional information regarding their concerns to help us better understand and resolve the issue to their satisfaction.
  
  3.Customer's Response: On Monday October 23, 2023, the customer responded to our email, reiterating their desire for a refund and stating that they did not wish to engage in further discussions about the matter. 

  Given the customer's clear preference for a refund and their reluctance to discuss further, we have initiated the refund process. We have also informed the customer that they do not need to return the item as we do not typically request items to be returned in such cases.

  We take customer satisfaction seriously, and we regret that the customer did not allow us the opportunity to remedy the situation by sending a corrected item at no charge, which is a standard practice for us in such cases.

  We have processed the refund using the same method of payment used for the original purchase and will ensure the customer is promptly notified once the reimbursement is issued.

  We are committed to resolving customer complaints promptly and to our customers' satisfaction, and we continue to be available to address any further inquiries or concerns from the customer.

• Initial Complaint

  Date:09/20/2023

  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.

  VISTA PRINT bought my website hosting company webs.com and decided to get rid of all websites from webs.com, so, they send emails in July that they tried to move my art website to another builder which is not compatible and they couldn't by technical reasons, so we should move websites to another place by ourselves until AUGUST 31, they gave couple of months only to do that. However, I found out about it only in September, when my website which I build for many years was simply deleted. Not everyone read e-mails in time. I don't want to build new one, I want my old website and possibility to move it where I want together with my domain name which they blocked asking me to pay for something extra with it - 3 emails, which I don't need. They refunded money, what I paid to them, but it is not a question of money, it is my time, years of work, I want my website back. Why do I need domain without my website? I just can register new one if I should do everything from scratch. Also, technically, the content is mine, they can't just delete it. To recreate my website will take a lot of time and not possible - I don't have anything left, how it even looked is very difficult to recreate with completely different tools. What about moral compensation? It happened not only to me. I talked to support and they said that all websites, free and paid are just gone. People has business websites and so on. And they say - we are sorry. We refunded money. There is not everything just about money, If you care about your reputation , you suppose to take care about your own customers.I want to include here link to customer reviews for EXACT HOSTING company, which holds all domains from webs.com, situation is very bad - ****************************************************** It explains situation of what happened.

  

  Business Response

  Date: 09/29/2023

  Dear Better Business Bureau,

  Thank you for sharing this complaint with us.

  We are currently still investigating and will provide a response as soon as possible.

  Intraday
  Intraday Coordinator
  **************

• Initial Complaint

  Date:08/11/2023

  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.

  I've had my domain and website through vistaprint for years and last month received an email stating that they were merging with wix (we had a months notice and were also informed of an increase in price, not optional, just letting us know we'd be charged over 50% more). Once this merger happened, I followed instructions to transfer my domain but it didn't work, initially I was told not to worry because it had been connected, which I contested (I was correct) but no matter what instructions I was given, it didn't work because there was an internal error, which I sent screenshots of to the company - I kept being passed back and forth between vista and wix. *** from wix emailed stating that I needed to contact vista and to have them go in my account and change something to enable me to connect my domain, which I did and they completely ignored me. I then found a generic email from vista in my spam which stated they had made the decision to move my domain to hover. I emailed them stating I had no idea what this meant and that someone needed to explain and also emailed hover to see if they could explain and again, was ignored. I sent 2 more emails (one straight to their email and one through their wesbite) asking for an explanation and was yet again ignored. I have no idea what is going on with my domain, that I have paid for, or my website. All of my bills have been paid on time, I am a paying customer and I am being completely ignored. I just want to understand what is going on with my domain and website so that I can manage it and keep it running smoothly. Again, I am a paying customer, have been for 6 years now and I am owed a response and explanation from the company!

  

  Business Response

  Date: 08/21/2023

  Hello,

  Thank you for bringing this complaint to our attention. 

  We've tried on multiple occasions to reach the customer but have not been successful.

  We will continue reaching out until we are able to connect with the customer and get the issue resolved.

  Sincerely,

  Intraday

  Intraday Coordinator

  **************

• Initial Complaint

  Date:06/23/2023

  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.

  I've been a loyal customer of ********************** for two decades. But this most recent purachse 4 months ago was a disaster. It took over 4 month and two attempts on their part to finally deliver the purchase and the purchase was for 100 business cards. When finally received Two days ago I got ONLY ONE CARD. NOT 100. ONLY ONE. IM EXTREMELY Disappointed with VISTAPRINT .ONLY ONE SINGLE CARD... NOT MY FULL ORDER OF 100 CARDS I PAID 43.00$ (including shipping) FOR BACK OVER 3-4 MONTHS AGO. I have been in constant contact with them it's been a huge night.are this company has become nothing of what greatness it used to be and the delivery is horrendous. Or any customer to be honest. I feel cscammmed by this company that ised to be my favorite company i tried over and over and over again to work this out with them. But this is clearly a scam now.I would like AN IMMEDIATE FULL REFUND. I HAVE PHOTOS INCLUDED TO PROVE ONLY ONE CARD ARRIVED. I am ashamed of VISTAPRINT. This is straight up a scam. They must do better. I honestly cannot do business with VISTAPRINT . Eventhough i so want to believe this is a major mistake and will never happen again and i can actuallly continue doing business with VISTAPRINT AND THEY ARENT A TOTAL SCAM?!Please ************* for VISTAPRINT that I will get a full refund . Immediately and this will never ever happen ever again. Second- I want a discount for free 100 cards to make up for this COMPLETE TOTAL DISASTER that's cost me money in LOSS OF customers and business $$ without business cards for months and months. And I want expedited SHIPPING WITH THE ACTUALL 100 CARDS NOT ONLY 1 PLS.Best wishes always, ******

  

  Business Response

  Date: 07/04/2023

  Hi ******,

  Thank you for bringing this to our attention.

  We are sorry to learn that you received only 1 Business Card when you were expecting 100 cards.

  We recently spoke and figured out that the particular cards ordered did not have 100 quantities available as such a full refund was issued for the order as per your request.

  We also decided to assist you with ordering the correct cards that will provide the quantity you were looking for; we issued a credit to your account so that you can use the credit to process a free order for the Business Cards that will allow you to get the desired quantity.

  We apologize for any and all inconvenience and assure you that this is not a typical Vistaprint Experience.

  We value your business and appreciate you as our loyal and valued customer.

  We thank you for allowing us to make things right and keep you satisfied, Have a Wonderful and Productive Day.

  Sincerely,
      
  Intraday
  Intraday Coordinator
  **************
  

• Initial Complaint

  Date:05/30/2023

  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.

  I work for ****************************. We submitted two orders with Vistaprint on 5/12/23 and 5/25/23 and were charged taxes despite being a tax-exempt organization.I requested a tax refund and was told Vistaprint could not provide one, just that they could apply the tax exemption toward future orders. Because I will now be in debt to Pasco County for these taxes, I would like a refund.

  

  Business Response

  Date: 05/31/2023

  Hi - Sorry to hear you had a bad experience with us. Just to be clear, you are in no way in debt to Pasco County for this amount.

  Customer Answer

  Date: 05/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  According to county policy, employees are responsible for repaying taxes if we place an order and are charged taxes. We are tax exempt. Please provide a refund for the taxes on these two orders.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 06/01/2023

  Dear *******,
  
  Thank you for reaching out to us regarding the issues you faced with getting your refund for the sales tax charged on your recent orders with Vistaprint.
  
  As we discussed via phone the sales tax changed on the two recent orders have been refunded as per your request.
  
  Also, you have submitted your tax exempt certificate so that your future orders will be exempt from being charged any sales tax.
  
  An email notification has been sent confirming the refund for the sales tax charged on your recent orders.
  
  It was my pleasure assisting you and trust that you will have a great rest of day.
  
  Sincerely,
  
  Intraday
  Intraday Coordinator
  ************** 

• Initial Complaint

  Date:05/29/2023

  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.

  Please discontinue using my personal information for your products and marketing.

  

  Business Response

  Date: 06/05/2023

  Dear ****, 
  
  Thank you for choosing Vistaprint for your printing needs.
  
  I am writing to you with an update and an apology regarding your Better Business Bureau complaint.
  
  I reviewed your account and found that an order was placed with ** for Business Cards and I do hope that they were satisfactory.
  
  Please be assured that we do not use any customer's personal information for advertising and marketing.
  
  Any information that is used on a product, will be shown to you on other products in the event that you may want to purchase another product.
  
  However, this can only be seen by you once you log in.
  
  I truly hope that this information is helpful and if you have questions or concerns, please reach out to ** at *************. 
  
  We appreciate your business and apologize once more for any inconvenience caused. 
  
  Intraday
  Intraday Coordinator
  **************

• Initial Complaint

  Date:05/29/2023

  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 orderded 150 hang tags with logo for my daughters batmitzvah *********** short shipped me 67 tags. The party is in less than a week and the company told me delivery on the missing tags would be June 2nd. I need them by June 1st. I told them to overnight them to me and they refuse to overnight them. This could have easily been solved by someone walking the tags to fed ex and shipping them overnight and they are refusing to do so, so know i do not have enough tags for the party. I want the company to honor their promise, print them today and overnight them to me so i have them in time.

  

  Business Response

  Date: 06/01/2023

  Hi ******,
  
  Thank you for contacting us regarding your order number: VP_3WVZVJBL for Hang Tags.
  
  We must first apologize for any inconvenience that this has caused you.We have read your complaint and I can truly understand your frustration.
  
  Upon reviewing your account, I have seen where you contacted our **************** Team and was assisted with a replacement order scheduled to be delivered by June 2, 2023, which you noted would be too late.
  
  The issue was escalated for a rush delivery by June 1, 2023.
  
  Based on tracking details, I am seeing as communicated the delivery was rushed and is scheduled to be delivered by end of day June 1, 2023.
  
  To review details of this order,please log into your Vistaprint account and go to Order History. You may also track your order online: *** Tracking number: 1Z7R44E21372563881.
  
  We apologize for any inconvenience that you may have experienced and can assure you that this is not a typical experience and hope that it had resolved your issue.
  
  If you have any additional questions, please feel free to call ** at ************** Monday-Friday 8am- 3 am Est. Saturdays-Sundays 8am-6pm Est.
  
  Wishing your daughter a happy Batmitzvah!

  Thank you for choosing Vistaprint.
  
  Intraday
  Intraday Coordinator
  **************

• Initial Complaint

  Date:05/16/2023

  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.

  Tried to stop receiving emails. They will not stop emailing. I go to their unsubscribe link and it has an error message every time. Almost like this is done on purpose.

  

  Business Response

  Date: 05/19/2023

  Dear *****,
  
  Thank you for reaching out to us regarding the issues you faced with unsubscribing from our promotional/advertising emails sent from Vistaprint.
  
  We are sorry to learn that the unsubscribe button in the emails sent did not work and you kept receiving and error message, this should not have occurred as such we will look into the issue.
  
  We tried calling you via phone however we were not successful, the necessary steps have been taken on our end to ensure you no longer receive the promotional/advertising emails from us as per your request.
  
  Also, we sent you an email with additional steps for you to take to ensure that the process is complete and these emails will no longer be sent to you.
  
  We kindly ask that you review the email and follow the steps provided, please not it can take up to 10 days for email communications to stop. Also, you will always receive order confirmation emails and shipping confirmation emails (if you place an order with us).
  
  We thank you once more for bringing this to our attention so that we could get the issues resolved. Have a Bless day from Vistaprint.
  
  Sincerely,
  
  Intraday
  Intraday Coordinator
  **************

  Customer Answer

  Date: 05/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I AM STILL RECEIVING EMAILS FROM THEM! THEY DID NOT REMOVE MY EMAIL FROM THEIR LIST!
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 06/08/2023

  Dear *****,

  Thank you for reaching out to us.

  We have reached out to our engineers regarding the fact that you stated you are still receiving promotional emails from ** at Vistaprint.

  A thorough investigation was done, and our team has advised they are no longer seeing your email in our system which means you are no longer receiving emails from **.

  Our engineers advised that your email address no longer exists in our database which means we are no longer sending emails to you. However, you could still get a transactional email if you placed an order, you could get an apology if something is recalled, or if an order is late, but you will not receive promotional emails. It is possible you are seeing an ad in your inbox, an affiliate email with an offer from Vistaprint (but not sent by **) or a display ad within a social media platform.
  
  This response is to advise that your email and account no longer exists with **********************, and we are no longer sending emails to you.
  
  We sincerely apologize for any inconvenience caused.
  
  Sincerely,  
  
  Intraday
  
  Intraday Coordinator
  
  **************

• Initial Complaint

  Date:04/13/2023

  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.

  Made an order of advertising postcards on April 2nd, 2023. paid for faster delivery service and when *** lost or didnt deliver the postcards vista print said they would reprint and redeliver however made no attempts to get me my order in a timely fashion as it is now 4/13/23 and the postcards still havent been sent out when they were reordered 4/10/23. was told ******* able to deliver was 4/19/23

  

  Business Response

  Date: 04/18/2023

  Dear *****,
  
  Thank you for choosing Vistaprint for your printing needs.
  
  As discussed, I have issued a full refund for the cost of the Postcards in your order.
  
  An email will be sent with the details, and it may take 3-5 business days to reflect on your bank statement.
  
  I sincerely apologize for the inconvenience and disappointment you experienced.
  
  Intraday
  Intraday Coordinator
  ************** 

  Customer Answer

  Date: 04/18/2023

  [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:04/05/2023

  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 am the owner of OUR DESTINY OUR FUTURE FOUNDATION which as a 501 (c)(3) nonprofit organization that was established in memory of my daughter who was murdered. I have been working on putting promotional and marketing materials together and purchased a subscription from VistaPrint. On 4/4/23 I cancelled my pro membership in error and then when I realized my error I reached out to get this corrected because it affected the costs of items I currently need to order for an upcoming event on 5/4/2023. The only option I was given was to pay for another subscription for another year when I have already prepaid and then wait for them to refund my money. I have a fundraising event and don't have money to throw away. Now I am in a position where I am out the money I paid, no longer have my subscription unless I pay again so the items I need to purchase for my event I have to pay full price rather that the 40% discount I was receiving, and the customer service was lacking. I have to leave messages and request a call back. This is extremely frustrating and bad business. I work with several other nonprofits and will be advising them to work with 4imprint going forward. They have better programs for nonprofits as well as customer service that actually assists the customer unlike ********************** that only put in tickets and wait to see if you get contacted back.

  

  Business Response

  Date: 04/17/2023

  Dear ******,
  
  Thank you for choosing Vistaprint.
  
  We have made multiple attempts to reach you, but we were unsuccessful.
  
  We will continue to try as we look forward to speaking with you.
  
  If you have a specific time or number that you prefer us to contact you, please advise.
  
  Intraday
  Intraday Coordinator
  ************** 

  Customer Answer

  Date: 04/20/2023

  [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,
  
  ****************************************