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:01/14/2025

  Type:Sales and Advertising 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 ordered prints from this website on 01/05/2. Their website stated production times were 1-2 business days. I paid over $30 for expedited 1-2 shipping. I contacted the website on 01/06 to confirm order and was very clear that I needed the prints by 01/10/25 at latest. They assured me this would be possible. Come 1/10/25, the prints were not delivered & the tracking information had not been updated in two days. Still showed package was in ****. I had to scramble and receive prints from elsewhere. On 1/13/25 I sent prints of love an email to inform them I did not receive the package and no longer needed it and would like a refund. They ignored half of what I said and told me to personally reach out to ****, blaming the carrier and not taking responsibility. The response was very generic and impersonal. At this point, I do not know if I am getting scammed. But would like some help asap.

  Business Response

  Date: 01/27/2025

  She has already been fully refunded on both parent and child orders. This order was effected by 1/9 being deemed a non-business day this year which was observed for the day of memoriam for President ***** ******.  This was problematic on both our part and the customer's part as both failed to incorporate that into our turnaround time and the customer failed to incorporate that when she ordered. Since we were made aware of it in a very short period of time, this hiccup is understandable on both parts. She was fully refunded her on the 14th with a very sincere message, and provided a courtesy coupon as an extra layer of gratitude. She seemed to be satisfied with the resolution, based on her response.

  Customer Answer

  Date: 01/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will add that I was very communicative and direct on which day I needed the product by and it was never communicated of the holiday affecting production & shipping time. Business should take full responsibility for this neglect. I am satisfied with the full refund.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:09/11/2023

  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.

  So we ordered some custom programs for our wedding on Sunday September 3rd we opted for express delivery because the wedding was on September 7th. The advertised shipping was 1-2 day shipping and although Monday was a holiday at the latest they should have arrived on September 6th. They ended up arriving on September 7th in the afternoon. The wedding was in the morning. My now wife reached out to the merchant explains the urgency of this matter and they wouldn’t do anything about it. We even asked if we could go to the post office where they showed to be on tracking and they said no. My wife then asked for a refund and they also said no. We told them that their shipping said nothing about holidays or business days it was a rushed shipping 1-2 days and although we accounted for the Monday holiday at the latest they should have been there by the 6th. I do not believe this was a mistake by the deliverer it was a mistake by the merchant (Prints of love). They must have made the programs late on their end and now will not refund us the money. I want to deny the credit card charge but I will wait to hear back from you guys on what to do. It was a lot of money and they have no empathy towards the fact that we do not need these whatsoever.

  Business Response

  Date: 09/14/2023

  Hi there,

  We have received your complaint and apologize for any inconvenience. We have reviewed your order and would be happy to offer explanation:

  Your order was placed and received on 9/3 at 2:30 PM MST and was prepped and sent to production first thing the following business day. Since Monday, 9/4, was a Federal holiday (Labor Day), all production facilities were closed to observe the holiday and resumed the following business day, 9/5. Your order was then completed and shipped with 1-2 day express delivery service on 9/6 and shows delivered at 10:52 am on 9/7. All our products list their production turnaround expectations on their ordering page across the top as well as below the image of the item being purchased. Cards are advertised requiring "1-2 business day production." We had also included messaging regarding the holiday closure and possible delivery delays at checkout prior to confirming the order. Our turnaround expectations are also available in our FAQ and Help section: ************************************************************* 

  Unfortunately, we were not made aware of the event need-by date till after the order had already been shipped. We do not allow for pick ups at our production facility, nor would we have been able to arrange to pick up a package we no longer had possession of as the order had been shipped by the time we received any contact regarding it. We had also informed Elizabeth that if the order did not arrive within our turnaround expectations, that a refund would be offered. However, it appears the order did arrive within our advertised turnaround timeframe. For additional details regarding our Returns & Refund policies, please follow this link: **********************************************

  Best,
  Prints of Love

  Customer Answer

  Date: 09/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There was nothing sticking out saying the holiday would push the date out. In fact when you selected shipping there was nothing indicating that it was business days. My wife worked online retail for years and I’m sure she would have caught something. Unless tucked down in corner or in fine print I’m sure she would have seen it. I do not believe this was visible like it should have been if it was there.

  we can’t use these they are pointless obviously at the time they arrived. My wife offered to pick them up or do whatever she could do to get them on time. She spent many hours making them and when she was done she was excited to get them. We placed the order only to find out they wouldn’t get here on time when nothing indicated there would need to be day(s) for production and that one of them would be a holiday which nothing would be produced. So now I have over $200 and 20 plus hours wasted down the drain. I don’t think so. I think this needed to be made more clear on the website if it was there…
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 09/15/2023

  Thanks for your reply.

  While we understand your frustration, you're welcome to view our advertised production turnaround on each of our available items pages. Expectations are not listed in fine print but are available to view in the header that explains the item details at the top of each item's page; just before making your selections to place your order, as well as below the item image to the left. Turnaround is also available to view at checkout just beneath the coupon code box, which would have easily been seen when entering the discount to receive 10% off your order. All turnaround expectations are advertised as business days - Federal holidays are not considered business days.

  Our Return & Refunds policy states that once an order is released to production, it is too late to cancel and receive a full refund. Since your order was produced and received within our advertised turnaround expectations, a one-time courtesy refund of 50% can be provided. If you wish to proceed with this refund, we'd recommend reaching out to us directly for faster resolution.

  Best,
  Prints of Love