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:01/13/2023

  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.

  in Jan 12, 2020 when i started my business which is called the reno guy i have purchased a service/ subscription with Vistaprint.ca the subscription was annually which i was paying automatically from my credit card.today when i was trying to check my billing to put it in my taxes i noticed that i have been charged not only annually which is ****** but also they were charging me 20$ a month for the same website i am managing, even tho i have requested few times along the way the assisst of their agent to help me and they assured me since then that everything is okay, disregarding the fact that i am paying twice for the same service.when i reached out to the customer service all he could say that he is sorry and they can offer me 6 months as a courtesy, there is no courtesy required, what needs to be done is they refund the money that they collected unlawfully in full as its the same website, and for an extra service i've never used, only the annual one which i was managing and working with, and in 2020 when i was chatting with their agent and asked about the help to set that website he assured me that its done and all system ********** being paying for the same website and service twice, they are company that should have systems in place to know whats being paid for what, not clients.i am asking now that they refund in full, and i want everyone to know about them coz i dont know how many is dealing with this and they havent found out yet.and only today that they cancelled it.

  

  Business Response

  Date: 01/17/2023

  Hello ******,
  
  We are truly sorry to learn that you have been charged for a duplicate website on your account.
  As requested, we have gone ahead to process a full refund for the charges that you have incurred.
  While we're able to complete a full refund for all the payments, only the recent amounts will be refunded to your card.
  The remaining charges will be sent to you as a check refund,please see the details below:
  The amount of $186.30 will be refunded to your card, please allow 3-5 business days for this to be available on your card.
  The amount of $600.30 will be sent to you as a check refund,please allow 2-3 weeks to receive the check in the mail.
  Once more please accept our sincerest apologies for the inconvenience that this has caused.
  Please feel to contact us directly if you have any further questions or concerns.
  
  Intraday
  Intraday Coordinator
  **************

  Customer Answer

  Date: 01/17/2023

  [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:01/06/2023

  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 checks from Vista Print a subsidiary of Cimpress. I paid for my order and never received it.

• Initial Complaint

  Date:12/28/2022

  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 custom thank you cards, and due to our desire to get the thank you cards sent to the recipients as soon as possible, paid extra for delivery on 12/23. This would give us the long Christmas weekend to complete them and send them out when the post office opened after the holiday. For reasons I still have yet to be provided, VistaPrint delayed my order, and has, as of this writing, still not shipped the cards. Upon requesting further information, a very unhelpful chat customer support representative stated that because I had requested assistance with this matter a day before (12/27), a reprint had been ordered, so it will now ship on January 3rd, whereas had that not happened, it would have shipped December 27. VistaPrint has taken a loyal customer in me of over ten years and thousands of dollars spent and punished him by further delaying his order without explanation nor apology. I insist upon a full and complete refund of this order, and a thorough explanation and apology as to the utter incompetence demonstrated by the company.

  

  Business Response

  Date: 12/29/2022

  Dear *****
  
  Thanks for your recent order VP_21P3X2HR.
  
  I received your complaint from the Better Business Bureau and I would like to take this opportunity to sincerely apologize for the issue. 
  I tried calling you today but I received your voicemail and I left a detailed message regarding the issue.
  
  We will take responsibility for the delay with your order. During the holiday season, we experienced backlogs caused by various reasons 
  which included our recent migration to our new website. Unfortunately, your order was affected by one of these issues. I checked your 
  account and the replacement order that was submitted will be delivered between today Dec. 29, 2022 and tomorrow Dec. 30, 2022. 
  I will also process a full refund for the cost of the order. You will receive an email with the details of the refund.  
  
  Again, I apologize for the issue. If you have any questions or concerns please feel free to contact me via this email.
  
  Kind Regards,
  Candy ************ Customer Advisor.
  
  

  Customer Answer

  Date: 12/29/2022

  [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:12/12/2022

  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 paid for a premium membership at Vistaprint.com. $75.00 a year. It states you get UP to 40% off ALL products. I have made purchases and they received the discount. I tried to get a new product yesterday and it did not get a discount. I called the help line ************** and they told me that we only get a discount on certain products. There is no list on products you ONLY get the discount, and it clearly does not say that in their advertisement. They are doing false advertisement. Screen shot attached.

  

  Business Response

  Date: 12/14/2022

  Hi *****,
  
  We must first apologize for any inconvenience that this has caused you. We have read your complaint and I can truly understand your frustration.
  
  It was advised by our Pro Advantage Team that you have been contacted by one of our Representatives from that Team and will be issued a 40% refund on the ***** shirts that were affected in your order.
  
  It may take 3-5 business days to reflect on your account. Please note that processing times for refunds are determined by your financial institution and will reflect on your statement within the next 1-2 billing cycles.
  
  We apologize once more for any inconvenience that you may have experienced and can assure you that this is not a typical experience. I hope that it had resolved your issue.
  
  If you have any additional questions, please feel free to call us at ************** or email us at: [email protected] Friday 9am 7pm, and Saturday & Sunday 9am 5:30pm ET.
  
  If you are calling outside of the above hours, please call the ********** Team **************,Monday Friday 7am 3am, and Saturday & Sunday 8am 8pm ET.
  
  Thank you for choosing Vistaprint.
  
  Intraday
  Intraday Coordinator
  **************

  Customer Answer

  Date: 12/14/2022

  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 truly appreciate that Vistaprint.com provided me with a $40 off my premium membership but that does not stop from their false advertisement tactic. They mention in their ad that it's up to 40% on ALL products. They need to change the verbiage and state up to 40% on SELECTED items. An employee from vistaprint.com did inform me they have a tiny disclaimer somewhere on their website (that no one would ever see). Vistaprint. com products are good and most of their customer service reps have been great but what they are doing with their advertisement on the premium membership is very bad business and mis-leading. They need be held accountable.  
  
  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: 12/21/2022

  We appreciate the customers feedback and will be more than happy to review and see how best we can make the verbiage re the discount much clearer on our website. Thank you.

  Customer Answer

  Date: 12/21/2022

  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. 

  Sounds great. As soon as the verbiage is changed, I will be more than happy to dis-miss this complaint.  Please let me know when it has been changed.
  
  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,

  *****

   

   

• Initial Complaint

  Date:12/02/2022

  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.

  On November 10, 2022 I ordered 20 holiday cards to be printed by Vistaprint. It was order number VP_9LCQVJZ7 and the full order cost, including shipping, was $55.50. I received an email confirmation for the order. The confirmation said expected delivery was November 23, 2022. On November 19, 2022 I received 20 blank envelopes but no printed cards. On November 22, 2022 I received an email telling me my order was delayed and would be received "1-2 days after your original promise date". That would have been on or around November 25. No cards were ever received. On November 28, I contacted Vistaprint via ******* asking for an update. They replied that same day with the following: "Thank you for the information, **. We've checked the order and the cards are still in production. The delays were caused by an issue with the foil printing on the cards and the team is making it gets printed properly. The cards will be shipped out right away once the printing has been completed. You'll receive an email with tracking details once shipped out. To compensate for the delay, we've refunded the shipping cost and an email should've been sent to confirm this. Apologies for any inconvenience caused."They issued a refund of the shipping charges in the amount of $12.80 on November 29 but gave no firm update of when the order would be received. I contacted them again on November 29, December 1, and December 2 but they have not replied to any of those requests for an update on this order. Since these are holiday cards, they are not going to be usable after mid-December if we don't have enough time to mail them before the holidays. The lack of customer communication and responsiveness has been shockingly bad.

  

  Business Response

  Date: 12/06/2022

  Dear AJ,

  
  
  We have received your complaint as it relates to the delay of the Christmas Cards.

  
  
  As per our conversation earlier today, I have processed a free order for the Christmas Cards with the Foil option removed.

  
  
  For confirmation, your free reorder number is:VP_8CF9MD1R and is scheduled to arrive by December 9th, 2022. 

   

  I have also issued a full refund for the original order as per our agreement; You should see this refund on your online statement within 3-5 business days. 

  
  
  Please accept the free Christmas Cards as a token of our apology for the inconvenience.

  
  
  Again, I apologize for any inconvenience caused by the experience.   
  
  
  Sincerely,
  
  Intraday
  Intraday Coordinator

  Customer Answer

  Date: 12/06/2022

  [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:10/19/2022

  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 am a grieving young widow, I recently lost my young 41 year old husband to the hands of improper medical care and infringing on medical rights. I was in the process of ordering some posters for a memorial service for my husband **ming up at the end of the month. Spent hours preparing some posters, with topics found on government websites, things that my late husband educated on as a license health/life insurance agent. As well as **mmon questions all should be asking their healthcare providers to achieve better / safer medical experiences /care. Nothing written was **nspiracy in nature threatening, sexual, racist etc. nothing went against their guidelines. However, someone in the printing facility did not agree with our medical stance and our fight to get justice in his wrongful death, and did not like us asking questions on posters to help with better medical freedom/information. Way to make sure one has informed **nsent. Things we all should be able to get in healthcare. Because one of the employees did not like what she read, they decided not to print this. Leaving me with no way to get this done in time for my husbands memorial for our own private family use. I have lost so much already. My entire life has changed and this whole year has been about loss. Vista print has basically spit in the face of a grieving widow and the grave of my husband, with their lack of empathy and **mpassion. Some things are more valuable than money. Thats human empathy and **mpassion and understanding. All things this **mpany seems to lack. When i tried explaining to them what this was used for. My backyard of my own home. Why i was ordering. They simply responded with a generic response that they have the right to refuse service to who they want. I feel very discriminated against. I feel judged, I feel let down. As both myself and late spouse have financially supported this ** for years. This is their response in return. Im crying non stop. Feel targeted.

  

  Business Response

  Date: 10/28/2022

  Vistaprint sincerely sympathizes with ******************* loss.

  Vistaprint apologizes for any inconvenience caused by the cancelation of her order, however Vistaprint has made a decision not to print materials containing this content which is pursuant to Vistaprints Terms of Use: https://www.vistaprint.com/terms-of-use

  Please accept our apologies.

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

  

  Business Response

  Date: 10/31/2022

  Vistaprint sympathizes with ******************* loss.  We apologize for any inconvenience caused by the cancelation of her order.  Since the beginning of the pandemic, VistaPrint found itself being asked to print certain Covid-related content that we felt that was disinformation that was potentially harmful to the VistaPrint community and society at large, based on the scientific and medical evidence as we best understood it.  In general, when we have determined it appropriate, we have routinely declined to participate in what we believe is the spreading of harmful disinformation and/or other inappropriate content.  We have expressly reserved our right to exercise this discretion in our General Terms and Conditions, and we decided to exercise that right in the case of Ms. ******** order.  Just as ****************** is well within her rights to hold her own views and beliefs with regard to the content that she asked us to print, at the same time Vistaprint acted well within its own rights to see things differently and decline to print that content.  Please be assured that we gave ****************** a full refund when we cancelled her order.
  
   

• Initial Complaint

  Date:10/16/2022

  Type:Customer Service 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 am genuine ****** off right now. I have been a customer since ************************************************************************************************************************************************ feature your website offers, you locked my contest and after providing my biometrics and getting it verified, I am still having trouble unlocking my contest.My account was already active and already have used your service before, your customer service reps refused to help and when I made a new login and now am being penalized AFTER payment was processed and the contest ran for 2 days?! Im vomiting as we speak, I hate this stress and its unfair to all the designers who worked so hard and now can't get paid at all, this isn't fair whatsoever. Also I don't get emails because of the Apple ID sign in is preventing emails from coming in ID number ******* ************************************* New with ********* ************************ Old with Munchies

  

  Business Response

  Date: 10/17/2022

  Hi ****,
  
  Thank you for taking the time out of your busy schedule to speak with me today.
  
  Per our conversation earlier, we spoke about the challenges you experienced while trying to access the contest you created in your 99 designs account.
  
  You explained that you tried to access your account on 99 designs and was not able to log in with your email address *********************** You got locked out from your accessing your contest due to a card usage issue. The issue was that your card details did not match the information on your account,  a requirement that you were unaware of.
  
  This issue led you to create a different account using your Apple ID. The new account did not have your contest on it. You reached out once more to customer service and a representative was able to assist you by explaining the issue and helping you to regain access to your account.
  
  We sincerely regret the inconvenience that this issue has caused you and that your contest only ran for two days. We understand how important this matter is to you and is very happy to learn that the problem was rectified and hope there will be no more occurrences in the near future.
  
  We appreciate your years of loyalty as a customer and the feedback you provided. We will see to it that your feedback gets to the correct department to improve the customer experience within our organization.
  
  Thank you,
  
  Intraday
  Intraday Coordinator
  **************

• Initial Complaint

  Date:08/02/2022

  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 need help! We are a premium customer with Webs.com. This company was acquired by Vistaprint. For the past 4 years the company has been telling us that our website was going to be merged to the new Vistaprint side. Well for three years pur website capabilities on our server has been minimal and we can not even change the format on the website. We have called many times to customer service with no results, all they say is we are doing a merger and that's why you don't have access to the features. We have been stuck within these two companies merger for three years now with no positive outcome. We are a small nonprofit that supports military families and we need our website. I have contacted both vista print and webs with no positive results while we are paying for premium services.

  

  Business Response

  Date: 08/05/2022

  Hi ******************,
  
  I am truly sorry to hear about the challenges you are experiencing with your website subscription.

  As per our telephone conversation I have reviewed the issue. while we are able to give an estimated time to complete the migration of 6 months, there is no guarantee that we will complete the transition within this timeframe due to unforeseen issues that have developed. We are unable to provide a specific date for the migration of your website however it is being processed.

  Please be assured that we are working on having the issues you are experiencing resolved as soon as possible and and we will follow-up with the progress of the migration. 

  If you have any questions or concerns, please contact our ************************ at ************** 

  I sincerely apologize for any inconvenience caused by this issue.
  
  Thank you for your time and do have a great day.
  
  Intraday
  Intraday Coordinator
  

• Initial Complaint

  Date:07/25/2022

  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 ordered business checks on July 8, 2022. The date of arrival was to be July 21, 2022. On July 19, 2022, I called their customer service to inquire regarding my order as it was two days away and had not been shipped. The lady in customer service assured me I would receive my order on the 21st. Obviously, I did not and still have not. I called the customer service number again four days ago to request a refund on my order and was told I would receive a refund, I have not. I want my order cancelled and I want a refund on my money spent on this printing order.

  

  Business Response

  Date: 07/26/2022

  Hi ******************,
  
  I am truly sorry to hear about the challenges you have experienced with your order.
  
  I have reviewed your account and found your order was refunded on Friday July 22, 2022.  It will take 3-5 working days for the refund to appear in your account. Refunds are made to the payment method used. (https://www.vistaprint.com/customer-care/help-center/************/)

  Therefore you should see the refund reflected between Wednesday July 27, 2022 and Friday July 29, 2022.
  
  Multiple voice messages have been left advising you of the actions that were taken and the processing time for the refund.
  
  Please contact our ************************ at ************** for further assistance on the matter.
  
  I sincerely apologize for any inconvenience caused by this issue.
  
  Thank you for your time and do have a great day.
  
  Intraday
  Intraday Coordinator