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:01/30/2025

  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 had ordered, paid for and signed off on a proof sent to me by International Plastics. I was supposed to receive 6x4 mailers (see invoice and proof) that I had paid $3286,96 for my order of plastic mailers.
  
  When I got the mailers they were shorter than the proof I had approved. I messaged Danielle and she had stated the machines cut the bags and sometimes they can be shorter than what the proof shows. Since we mail our products out, the mailers have to meet the minimium 6x4 dimension per the **** website. These bags are shorter than the 4" I had requested and paid for. After letting Danielle know I wasn't able to use them and after trying, several bags were returned since we had to try trimming the mailing labels to fit the bags, the barcode that needed to be scanned by **** was cut off and our labels were also sticking to other customers mail since they were hanging off.
  
  International Plastics only gave me a 25% discount, leaving me out $1983.02 on product I cannot use. We threw every bag away since we weren't able to mail anything in them. As stated in my Google Review, it's not the customers responsibility to babysit the machines at International Plastics. They are the professionals and they need to double check products being mailed to customers PRIOR to sending them out to make sure they meet the proof the customer signed for and paid for.
  
  I only recently found out I could have disputed the charge but my bank was unable to assist due to the time that had passed. It's important for other customers to know how this business operates and how they will keep your money and send you product that contradicts the proof you signed off and paid for. They didn't even offer to remake the product. Horrible customer service and deceptive business practices.

  

  Business Response

  Date: 02/05/2025

  Dear Cindy R*****,
  
  The customer ordered the wrong custom item. We did all we could to satisfy the customer as documented below. 

  
  Timeline:
  2/12/24: Customer submitted website RFQ for custom-printed poly mailers
  2/13/24: Custom quote and artwork proof provided and approved
  4/01/24: After the customer received the order he raised concerns about a product not being a bubble mailer and also the dimensions being a fraction off of the 4" width
  4/09/24: We provided quote with a discounted price for the bubble mailer
  4/19/24: Customer decided to work with the original poly mailers and forego the quoted bubble mailer
  5/31/24: 25% credit was issued to CC for the mistake aht was not ours, and the customer accepted
  1/30/25: Secondary BBB complaint filed, over 8 months after credit acceptance
  
  Product Specifications:
  4" x 8" poly mailers ordered for 3.5" products
  Quote clearly stated ¼" manufacturing tolerance
  **** labels require a 4.5" width (intended use not disclosed during ordering)
  Products met the custome customer-ordered specifications and industry tolerance standards
  
  Key Considerations:
  
  Resolution Timeline:
  25% credit accepted May 2024
  Products used during the 8-month gap
  No complaints during this period
  Long delay suggests initial satisfaction
  BBB complaint filed January 2025
  
  Product Usage:
  Customer used products despite concerns
  No return request at initial complaint
  Continued usage after credit issued
  No documented **** rejections until BBB complaint
  Poly Mailers were within industry tolerances
  
  Resolution Efforts:
  Immediate response to May 2024 concerns
  25% credit issued promptly
  Discounted bubble mailer quote provided
  Customer declined alternative products
  All specifications documented and shared
  Industry-standard tolerances explained
  
  Documentation:
  Customer statement: "I understand I signed off without reading that they were poly bags."
  RFQ, Quote, and Order confirmation specified poly mailers
  Customer-approved artwork proof
  No bubble mailer request documented
  All tolerances stated in the original quote
  
  Manufacturing Standards:
  ¼" tolerance is industry standard
  All products met specifications
  Quality control checks performed
  Similar specifications accepted by USPS
  
  We maintain complete documentation of all specifications, approvals, quality checks, and communications. Our business practices are transparent, and we remain committed to customer satisfaction while maintaining professional manufacturing standards. The resolution provided was accepted and used by the customer for an extended period before this secondary complaint was filed.
  
  We did all we could to satisfy the customer. Please feel free to call me to discuss further.
  
  
  Sincerely,
  
  
  Mark M******  |  Chief Operating Officer
  _________________________________ 
  International Plastics  | "The Flexible Packaging Experts Since 1964"
  *** ******** ****** 
  *********** ** ********** ******
  
  
  ************ **** 
  ****************** 
  *************************

  

  Business Response

  Date: 02/07/2025

  Thank you for your detailed message. Let me address all concerns again with documented facts and evidence:
  

  Order Details (Invoice #987273):
  You ordered "4 x 8 + 1.5 Lip 2.5 Mil White/Gray CoEx Poly Mailer"
  9,000 units at $207.35 per 1000/M = $1,866.15
  Print plate one-time fee: $400.00
  Total with tax and shipping: $2,462.04
  

  Documented Timeline:
  February 23, 2024: Order placed and approved
  March 28, 2024: Order delivered
  May 2024: Initial concerns raised
  May 31, 2024: 25% credit ($490.48) issued and accepted
  No communication until January 30, 2025 (8 months later)
  

  Regarding Your Concerns:
  You acknowledged: "I understand I signed off without reading that they were poly bags"
  The quote and order acknowledgment clearly stated ¼" manufacturing tolerance
  Your 3.5" seed packets fit within specifications
  Even at full 4" width, shipping labels would overhang (industry standard is 4.5")
  

  Important Facts:
  All documentation shows poly mailers were quoted, ordered, and delivered as specified
  Manufacturing tolerances were clearly stated and acknowledged
  Resolution was accepted and products were used for 8 months
  No concerns were raised during this period
  All specifications met documented industry standards
  

  There has been no deceptive practice - we delivered exactly what was ordered to specification, provided prompt resolution when concerns were raised, and maintained clear documentation throughout. The credit was accepted and the matter was considered resolved until this new complaint, 8 months later.

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  On the phone call, I had asked for bubble mailers since that's what we've been using since 2020 (see attachments). I have to reiterate, this is when Danielle and I agreed to disagree on my request for bubble mailers. When the poly mailers showed up, I was confused, but still going to try to use them. So when I said "I understand and signed for poly mailers" this is correct since I had intended to use them. The proof I signed off for does not show the margin of error (see attachment). I did communicate, after I was only offered a 25% discount. At the time, I thought this was the only option I had. What International Plastics has not  disclosed, is that I had made multiple calls right after the bags arrived (see screenshots) I called and spoke to Danielle -see attached on 3/30/24 to let her know I was dissatisfied ( her phone number in the emails is ************ * ***). This is the opposite of what I.P has claimed as far as no communication until  5/30/24. In addition, I had expressed that I was not satisfied via phone call within the 30 day "100% Satisfaction Guarantee"  period. That I.P. advertises on their website (see attached) I've provided phone records. In addition, I also left a negative review for I.P that went unanswered or replied to, no one reached out to me when I expressed my dissatisfaction. The emails will show there was no apology and no reference to the "100% satisfaction guarantee" that they have on their site. It says they will arrange a return and  no one tried to make anything right or come to a happy medium with me. On 5/30, the email shows I had to make threats to get any type of refund. I.P also stated I "used the bags", we tried a few times last season and this season but after all the returns, we threw them away. I.P also stated our envelopes will fit in the bags, we have different sized envelopes (i.e. our seed bundles are in slightly wider envelopes), but we also include a folded up invoice that doesn't fit and our 4x6 labels still hang off the edge. This can be seed in previous images provided. 

   

  The 100% satisfaction guarantee states "If you are not 100% satisfied with your order, please contact our customer service department within 30 days. We will help you arrange the return and provide a replacement, a credit to your account, or a full refund.". I was not provided with a full refund, only 25%. In the email no one made an arrangement or offered to provide a credit. This is deceptive and false advertising. I have to disagree with I.P that a "prompt" remedy was made. It took multiple phone calls after the bags were received. I did call the "satisfaction guarantee" phone number (**************) on 3/30/24 shown on the website within the 30 days as per the screenshots. 

  International Plastics did not honor their 100% satisfaction guarantee, nor did they initiate any effort to make things right, or apologize. They did not reply or respond to the negative review I left on ******.

  
  
  
  Regards,
  
  
  
  ***** *****