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:03/05/2025

  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.

  February 20, 2025 ordered a poster. Order Number ******. Price was ******. A separate unknown ****** charge showed up on my credit card from Posterburner. February 21. Contacted Posterburner via email and reply email states ****** charge would be voided/credit/refunded within 3-5 business days. email per ****** ******** Waited until yesterday...more than 5 business days.....charge still appears on my credit card. 2nd and 3rd follow up. No response(s) per Posterburner.

  Business Response

  Date: 03/31/2025

  Hi ******

  I apologize for the delay in the refund.  I see it was processed on 3/7/25 and the funds have been returned on your card.

• Initial Complaint

  Date:02/23/2025

  Type:Billing 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 a canvas gift around January 6 2025 to be shipped to where i am stationed at **** ********* in south Korea, army i used this service before and never had a problem when the beginning of February came i still hadn't received the order i emailed customer service and spoke to a ****** who apologized and assured me that i would be receiving a refund instead not only have i not received my money back i have been emailing them everyday concerning this matter and they either ignore my emails or respond with a newspaper article all i want is my money back for a product i ordered from them and never received i also beetle every email as well

  Business Response

  Date: 02/24/2025

  Hi *****,

  I apologize in the delay in getting back to you.  We had a really bad snow storm, which rarely happens in this area, so everything was shut down last week.  The CS team assigned me your ticket and I was waiting to see if the tracking would update.  For APO addresses, the only option is **** and alot of times they will not scan in packages.  But it has been long enough now that I went ahead and processed the refund.

  Business Response

  Date: 02/24/2025

  Hi *****,

  I apologize.  I explained in the previous response what happened and how **** is unreliable with scans, and they are the only service available to APO addresses.

  I also processed the refund and let you know that.  I have attached the refund receipt from this morning.

  Customer Answer

  Date: 02/24/2025

  They have finally resolved the issue and just refunded my money thank you all so much!!!!!

• Initial Complaint

  Date:10/31/2024

  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.

  On 10/17 I placed an order through poster burner for two 24x36 posters with the premium paper/ink option and picked **** priority mail as the shipping method (because I don't trust ********* *** dollars and some change. A few days later I get an email saying my order was shipped via ***** and the tracking shows my package "sitting" in the ********* ******a facility for several days now. Its worth noting this facility is known for losing/theft of packages so much that a news station even did a segment on it! I tried emailing, and have only gotten a few replies that look automated, and can't get anyone on the phone either. This would not have even happened if posterburner had shipped my order via **** like I specified at checkout. I just want my order remade and sent to me via **** priority mail as per what I paid for. That's it.

  Business Response

  Date: 10/31/2024

  H* ******,

  I apologize.  We started upgrading most packages from ******** ** ***** ******* because **** had so many problems in early 2024.  It looks like your package is stuck and I will have it reshipped today with ****.

  ****

  Customer Answer

  Date: 11/05/2024

  
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/22/2024

  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.

  To whom it may concern, I make this complaint against Posterburner/Openprints very reluctantly. I guess I require three things: 1. I need a response to my urgent, immediate issue regarding order #*****, placed on October 2, 2024, in order to rectify the return of my copyrighted materials, apparently sent to the person that ordered what I received on October 12, 2024. I immediately emailed a picture of the mistaken images to let them know what happened. (Image attached). 2. I am an artist with a storefront on Openprints for several years. I have not promoted the store so have very low sales there, but have never been able to receive what I've earned after trying several times. I would end up dropping it after delay in contact because it was such a small amount. But when I recently ordered on October 2, I also inquired about that issue and cannot get a response, neither by phone nor email, except to acknowledge receipt of the inquiry about my print order and to ask for an order number. My earnings are less than a hundred dollars and yet it is my money. It makes me suspicious of foul play of some sort. 3. At this juncture, I am wary of my original art somehow being out in the world without my knowledge, so I guess I am asking for guidance as to how to assure that my very large files for storefront orders that exist on their servers are safe and not unlawfully proliferated. I probably also need guidance as to how to be sure removal of my original art files from their servers is possible, since I have called and emailed several times with no response since October 12th and it is now October 21st. It feels like being ghosted, as they say. I have emails and phone calls for your reference and have included the picture of the mistaken prints sent to me as well as pics of the images I uploaded for printing on the day of my order to their site. Thank you for your help with this matter.

  Business Response

  Date: 10/22/2024

  Hi *********

  I apologize.  It looks like the CS team wasn't able to fully understand the issue in the email thread and sent this to me to handle, and I missed it.  I apologize for the delay.  I'm emailing you now to resolve all the issues with your order and openprints store.  

  ****

• Initial Complaint

  Date:06/26/2024

  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.

  This company has zero customer service to rectify shipping issues. Multiple phone calls are not answered. Multiple voicemails are not returned. Multiple emails are left unanswered. ***** confirms this OpenPrint order is lost in transit. Either refund my order or print a new poster and ship again.

  Business Response

  Date: 06/26/2024

  Hi ***********,

  It looks like you emailed in yesterday and this was escalated to me this morning.  It looks like there is a long delay once the package got to your destination facility.  We will reship the poster today.

• Initial Complaint

  Date:06/10/2024

  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.

  On 5/5/24 my son ****** ordered a decal from Posterburner.com and when we placed the order, WE screwed up and ordered it with black lettering, instead of white. So, on 5/6/2024 I placed another order for the same decal with white lettering. I repaid and never once complained as it was our screw up with forgetting to change the color of the lettering. Well both prints arrived a day apart and they BOTH had black lettering so I contacted the company via email on 5/9/24 to let them know the order was wrong. I received a reply from ****** ******* and they asked for a picture of the actual print to be able to see what is wrong and how they can help me. I sent the picture and was then told I just hadn't received the second print yet even though I had clearly told them I had both of them. Then I had to send a photo of both prints together so they would believe me, which I promptly did. They reprinted and sent me another one off my order with the white writing requested and it came in with black writing again so I emailed yet again with a picture of my sons order that we knew was wrong, and the two prints off my order so they could see them all the same. After a few days I received a reply that I had to cut all 3 in half in order for them to reprint. I refused to cut the one my son ordered as that one had nothing to do with my incorrect order, but I did cut the other two and sent them the picture as proof, even though I don't feel I should have had to cut them. They finally reprinted again and when it arrived it is now with white writing but it is missing the birth and death dates that were on the bottom. Emailed again and sent picture proof. After going back and forth with being told it was white on white so I just couldn't see them, I got them to realize the dates were missing. Reprinted AGAIN, and still wrong. Now they are refusing to answer my emails and all I want is my money back as their production team obviously can't follow what is ordered. No reply. Over 30 days.

  Business Response

  Date: 06/13/2024

  Hi ****,

  I apologize.  It looks like we redid and reshipped your decal 3 times.  It also appears that our replies to you in customer service may not be getting received.  It looks like we are not able to satisfy your requests on this decal so I processed a refund just now.

  Customer Answer

  Date: 06/23/2024

  Sorry, my email has been messed up. I did get a refund and I appreciate your assistance with this matter. ****’ *****

• Initial Complaint

  Date:03/26/2024

  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.

  Online trying to get a poster for a gift for someone which I ordered in January I received a tracking number from post office but when we receive the item empty bags were delivered to the house. I sent an email to the company. They said they will send another one in the mail, and for the second time an empty bag comes to the house. Just want my money back fighting to do that for the past six weeks.

  Business Response

  Date: 03/29/2024

  Hi,

  
  I apologize.  The post office will put that bag in the package if the poster is damaged in transit. This is ultra rare and I have never seen it happen twice and we have been shipping posters for nearly 20 years.  I will provide a refund.

  Customer Answer

  Date: 03/31/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:12/12/2023

  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.

  Purchased a custom poster on 11/25/23. They advertised 2 day print and ship time. 18 days later and several communications via email, I have not received my purchase. As of today, the **** tracking number says they haven't received it for shipping. Company won't refund me until I receive it and return it to them. The item was a gift needed by 12/10/23 and now I don't need it, because I had to get a replacement elsewhere. I don't think they have any intentions of refunding me and I wonder if it's a scam.

  Business Response

  Date: 12/12/2023

  Hi,

  
  I apologize for the long transit time and lack of scans.  This holiday season has been very slow with ****.  All of the prints are making it there, but depending on what hubs the package hits, they can sit for multiple days, multiple times in transit.  If it is too late to be of use, we have an easy process to get a refund.  And if it is not delivered by christmas we will provide a refund.   But it is in transit it is just moving slow without scans.  Again, I know that is super frustrating (we are really frustrated too as it makes our customers angry, but we are seeing all packages eventually get delivered.) 

   

   

  Customer Answer

  Date: 12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I did not order this during the holiday rush. I assure you I have made a lot purchases without this kind of delay. After 18 days, I consider this package lost. I would like a refund. If I ever do receive it, I will gladly return it because it is no longer needed.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/19/2023

  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 ordered a print days ago and it is still in the “inspection phase” even though I ready it takes 3-5 business days to ship. It’s been beyond that and no movement. I’m now getting worried this is a complete scam. No number to call either just email….screams sketchy…and this was a very important picture I wanted framed for someone else. Now I get to give them nothing.

  Customer Answer

  Date: 09/19/2023

  Name is *** Greene 

  Business Response

  Date: 09/22/2023

  Hi ***,

  I apologize.  The print shipped earlier this week and is out for delivery now with Fedex 596798915822276.  I apologize for the longer than normal production time.  But it is being delivered today.

• Initial Complaint

  Date:07/10/2023

  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.

  July 1 2023 I ordered 2 topographical posters from a file I sent of land my son owns. Birthday gift. When the order was complete the website gave me a order number #617308 I took a screen shot of my order and the order number. Usually you get a confirmation email. I never got one. They sent me an email reminder telling me I still had an order in my cart. Since I paid and got an order number I felt this was wrong. I emailed them 2x and the emails were sent back to me. I've called once or twice EVERY DAY since I placed my order to find out if I did something wrong or if it went through but I can't get anyone on the phone. It's a voice message that says they'll get back in 24 hours. I started to call the number to place an order instead figuring I'd be sure to get someone through an order taking line but no one answers there either. Another voice mail saying they'll get back to you. All I want is to find out if they are still in business and if my order went through. If not then I'd like my money back. But no one will get back to me. I guess my next step is the bank. This is 10 days now. ***** ********

  Business Response

  Date: 07/10/2023

  Hi ******

  
  I apologize for the communication issues.  We did have an issue with our email from around 6/27/23 to 7/5/23.  They have since been resolved and your order did go through, and the tracking can be found at https://***********************************************************

   

  Customer Answer

  Date: 07/10/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********