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:05/07/2025

  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.

  Hello,I try resolving this directly with The Box Maker, I send them a letter in the mail on February 28, 2025. It was delivered on March 10, 2025. I have heard nothing from them regarding this matter. Attached is the letter, orders and shipping information. Please let me know if you have any more questions. I truly appreciate any help with this and thank you,***** Here is the letter I send for context of the problem:Friday, February 28, 2025 Dear ***************** Maker Teams,I am reaching out to formally report a serious issue regarding my Fantatspack account. It appears that someone from your company granted access to my personal account to my ex-contractor without my authorization. Fortunately,****** was able to help me regain control of the account, but I am deeply concerned about this breach of trust and *********** ex-contractor, ******* ******, accessed my account to place two unauthorized orders in September and October 2024, used my personal reward points for discounts, and utilized my artwork on your website without my permission or compensation. As a 1099 contractor for ***************************, he had no legal rights to this artwork. I also have reason to believe he may have downloaded past files from my account, which I have ordered from your company for the past three years and can now be reordered at any time.Unauthorized access of this nature is not only a violation of customer trust, its fraud and has also resulted in significant financial loss for me. I expect a prompt resolution to this matter and a response outlining the steps being taken to address it.Please feel free to contact me if you require further information or wish to discuss this matter further. Thank you for your immediate attention to this issue.Sincerely,***** *********** ******************************************************************** ************************** or **************

  Business Response

  Date: 05/18/2025

  We have reached out to the customer acknowledging receipt of their complaint and responded via email as requested. 

  Customer Answer

  Date: 05/22/2025

  Dear ****,

  
  Thank you for your response. While I appreciate that steps have now been taken, I must be honest in expressing my deep dissatisfaction with how this issue was handled overall.

  
  I initially contacted customer service in November 2024, and it is extremely troubling that my concerns were not escalated or reported at that time. This signals a serious breakdown in your internal policies and raises red flags about how customer security is prioritized within your company. This was not a minor issue it involved unauthorized access, account control, and theft of intellectual property artwork. That it was not treated with urgency is unacceptable.

  
  Additionally, while I understand you did not receive my February 28, 2025, letter, the fact that it was delivered and still went unanswered points to another failure in your companys process. Proper handling of customer correspondence, especially when related to account breaches, should be a basic standard not an exception. I only received a response after filing a complaint with the Better Business Bureau, which should never have been necessary.

  
  Furthermore, I feel your message completely downplays the severity of this situation. After conducting my own research, I discovered that Fantastapack **************** directly gave ******* ****** access to my account, enabling him to reorder using my stolen artwork. This is a direct breach of copyright and digital trust. As Director of Marketing, you are surely aware of the seriousness of enabling unauthorized use of intellectual property especially when it is facilitated by your own internal processes.

  
  Lastly, while I acknowledge the gesture of the ******* reward points, the reality is that I can no longer do business with Fantastapack. Your company has shown it does not protect the independent contractor or their creative work. If this had happened to a national brand, it would be headline-worthy and yet, Ive received no acknowledgment that you will take any meaningful action to prevent this from happening again.

  
  What is especially disheartening is that despite knowing ******* Hoopes phished for access and used stolen artwork, you have not indicated any intent to sever your business relationship with him or Texas Capitol Semiconductor. That silence sends a clear message: protecting a larger client matters more than protecting the rights of a smaller contractor. And that, above all, is what I find most disappointing.

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

  
  

  Business Response

  Date: 06/06/2025

  Dear *****,

  Thank you for your detailed response and for clearly outlining your concerns. We deeply regret the distress and frustration this situation has caused you, and we sincerely apologize for the shortcomings in how this matter was handled.

  We fully acknowledge the seriousness of the unauthorized access to your account. Your experience fell far short of the standards we aim to uphold at ************, and we are truly sorry for the lapses in our customer service and communication processes. We understand your disappointment and the loss of trust in our company, and we respect your decision to no longer do business with us.

  In response to your concerns, as noted we have thoroughly reviewed and updated our internal processes to ensure incidents like this do not occur again. These changes are designed to strengthen account security, improve customer service responsiveness, and safeguard customer information. While we cannot disclose specific details about other business relationships due to privacy policies, please be assured that we are committed to maintaining ethical practices and protecting all customers equally.

  We recognize that the restoration of ******* reward points does not fully address the impact of this situation, and we regret that we were unable to resolve this matter to your satisfaction sooner. Your feedback has been instrumental in helping us identify and address critical areas for improvement, and we are grateful for the opportunity to make necessary changes.

  We hope this response addresses your concerns, and we wish you the very best in your future endeavors.

  Sincerely,
  **** *****

  Customer Answer

  Date: 06/06/2025

   
  Better Business Bureau:
  

  Per The Box Maker - Thank you for taking my ex-contractor privacy seriously and I wished you would have done the same for me, its amazing you are taking privacy seriously. Thanks for the ******* Schrute Bucks. I am "accepting" this in protest knowing that they are an evil corporation protecting another evil business and nothing is going to change.

  WARNING to all creatives stay away from The Box Maker unless you want to get screwed over but in the end you might get ******* Schrute Bucks.

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