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:10/29/2024

  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 have emailed called and reached out multiple times to them. And no financial results. I went and placed an order for hats for acquaintances friends and family they even pre ordered told them what CustomInk had stated guaranteed time custom ink emailed me back saying there will be a delay. Ok fair enough they offered me $100 credit so like a dummy I went ahead and doubled upon my order to receive the 100$ creditoff Im now in $1500 worth of hats and there was no $100 credit which they finally credit back into my card BUT HERES THE KICKER yet again on both orders first and second now theres another delay its been over a month and now I have people asking for there money back plus -1500$ that I paid them I lost all credibility in the sale of the product Im not even sure if people would even want them by now due to long overdue wait that they promised its been over a month and still no product I still want it however it tainted and garnished my character multiple times to my people I truly believe the fair thing to do is to at least financially give the products at cost half off or full money back idk what to do please help

  Business Response

  Date: 11/14/2024

  Custom Ink apologizes that the customer's experience did not meet their expectations, and for the frustration caused by the delay on their first order.

  - A review of the customer's case shows that their initial order, placed on October 16th, was delayed due to unforeseen circumstances. Custom Ink notified the customer about this immediately upon being made aware of the delay on October 24th, along with a revised delivery date of November 7th. As a gesture of apology, we also issued a $100 voucher for a future purchase.
  - The customer placed a second order on October 24th and encountered issues applying the voucher. Our customer service team promptly refunded $110.25 to the customer's credit card on the same day.
  - The first order was delivered a day earlier than the revised date, on November 6th, and the second order arrived on time on November 8th.
  

  We value the customer's business & regret any inconvenience caused, we hope that we can better service their needs in the future.

• Initial Complaint

  Date:09/29/2024

  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.

  Did an online design for homecoming shirts. Closed the order and submitted it. After they took the money out of my account they then contacted me to tell me that they could not print one of the logos I had on the shirt because of copyright infringement. Okay, fine. However they told me that they would not refund the $5 per shirt that I paid for the emblem without cancelling the whole order and reordering. I told them I could not cancel the order because I needed the shirts and to print them without the design. We then called back the following day and spoke with someone else who agreed to refund us $144.99 for the logos that would not be printed on the shirts. We were told we would receive the funds within 48 hours. A few days passed and nothing then I get an email that says I need to fill out a w9 and send it back. Did that. Received another email stating I had to submit it to a portal and I would receive a link. Never received the link. It has now been 8 days still no refund, no link for a portal. It seriously should not be that hard to refund money for something that was not received. Im still hopeful that my order will be delivered before 10/4 as that is the estimated delivery date and now I have to have someone else print the logo and pay them for putting it on the shirts. I want the refund that I was promised. I did receive an email stating that I would receive the refund of $152.99 after submitting the w9. Why should I have to submit a w9 its not that hard for someone within that company to fill out the w9 and return the funds. I am about to dispute the refund amount with my card company as this is getting ridiculous. Not only did the company have my design on their end before the order was even placed but no where on their site does it say anything that they will not print certain designs due to copyright infringement. I want my refund the logos that I paid for $152.99 and I want my order shipped promptly.

  Business Response

  Date: 11/01/2024

  We understand your frustration with the refund process and apologize for the inconvenience. We worked with our IT department to resolve the technical issue with the refund of $152.97. At this time we have emailed the portal link for the customer to fill out a W-9, and as soon as we have that information from the customer we will issue the refund within 3-5 business days.
  
  Regarding the copyright infringement issue, we do state on our website that we cannot print copyrighted images - which is located here: ****************************************************************
  
  Our records show that the order shipped on Tue Oct-******* and delivered on Thu Oct-03-2024. We sincerely apologize for the inconvenience we caused this customer and hope that we can better service their needs in the future.

• Initial Complaint

  Date:09/23/2024

  Type:Delivery 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.

  Ordered almost 200 shirts, got rounds and rounds of wrong colors printed that did not match my approved proof. No dedicated customer service, no one ever followed up with me I had to call to check status every time. Dragged on for 2 months I couldnt take it anymore so asked for a refund. They couldnt refund me the entire amount for some god knows what reason and didnt follow up with me about the remaining refund. Just a horrific experience.

  Business Response

  Date: 10/15/2024

  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and order a WOW experience for our organizers. Our records show that we attempted to work through seven different design iterations, and two different methods of printing to meet the customer's desired final product. Artwork must be altered somewhat in order to translate it from the computer onto fabric, it's unfortunately never a 100% exact match in colors.
  
  Once the 6th proof image was sent, the customer did approve it, then called back later that day to reject it for another attempt. Ultimately, the customer was unhappy with the options we provided, so we issued a refund at their request.

• Initial Complaint

  Date:09/19/2024

  Type:Delivery 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.

  DO NOT order from this company. I ordered custom hats for my wedding coming up this weekend 3 weeks ago and paid for Rush Delivery to be delivered by last week. The order was not delivered last week and was pushed to this week. I spoke to a CustomInk *** three times this week and was promised each time that my order would be here before Friday when I needed them by. Twice they assured me I did not need to find an alternative solution & then it was guaranteed to be delivered by then. Now with only a day before we need them, we have ********* there is no time to fix this. I'm sure CustomInk will respond to this and remind me I'm getting a full refund, but that does not change the fact they are ruining part of our wedding weekend. It's too bad companies like this cannot be held accountable for broken promises

  Business Response

  Date: 10/15/2024

  We are so sorry to hear about the delay with this recent order and the impact it has had on the customer's wedding weekend. We understand how important these hats were for their special day, and we deeply regret that we failed to deliver on our promises.
  
  We have reviewed this case and identified several areas where we fell short, including:
  
  - There were unforeseen delays in our production process that we did not adequately communicate to the customer.
  - We also found that the customer's email address was entered incorrectly initially, it was missing the *** in Gmail. Therefore, we did not properly inform of the revised delivery timeline and provided false assurances over the phone.
  
  We have issued a full refund for the order, including the rush delivery charge, totaling $594.09 as well as vouchers totaling $150. We will forward this information to the corrected email address. While we know this does not make up for the disappointment and inconvenience caused, we hope it offers some compensation. We are committed to learning from this experience and improving our processes to prevent similar situations from happening again. We are investing in additional coaching for our customer service representatives to ensure they provide accurate information and manage expectations effectively.

• Initial Complaint

  Date:08/28/2024

  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.

  This includes but not limited to all the correspondences with the company named Custom Ink. I purchased some ****************** my family member named ****** ***** and I, from Custom Ink for our Family Reunion on August 30 2024 which is in two days, now. We paid almost a thousand dollars for T's shirts not including the banners. There is a misspelled word on the Banners and T-shirts and Custom Ink only wanted to correct the Banners only with the same information the banners have on it. The word "embraces" is written embrace when the hugs are plural form. Custom Ink made the ***** and written in correctly. ***** P, from custom Ink blocked all my telephones and ******** *. wrote an email stating that April 22, 2024 events via telephone conversation made the team at Custom Ink not want to help my family which is false information because ***** ***** my cousin and I purchased T-shirt almost a thousand dollars after this date and I also purchased two banners with the same information that the T-shirt has on it. We have been frauded by Custom Ink to correct their product with our t-shirts and waiting on the banners that Custom Ink is supposed to ship on September 9, 2024 after our family reunion with only a credit of half of what I paid out of pocket not including my voucher. We have not done anything wrong to Custom Ink but we requested our T-shirts to be corrected as the banners are in process to be correct withheld of what I paid return back to my bank account, ********************** team ignored my request and blocked me from calling after the money was taken and now stating that the company so no longer working with me and my family after almost a thousand was paid. this is fraudulent action on the part of a business. Please help. We would like our full refund that we paid in real time for before we were blocked from the company for no reason at all. Please confirm and call me. Thank you. I will be waiting. I also have all real time documentation to prove each statement.

  Business Response

  Date: 09/20/2024

  We sincerely apologize for the inconvenience this experience has caused, as Custom Ink strives to provide exceptional service to all our organizers. We understand that this situation has been frustrating, and we'd like to clarify a few details for transparency.
  
  Our records indicate that in April 2024, although we were unable to verify the reported problems, we made several exceptions and completed replacement orders as a gesture of goodwill. At that time, we also informed the customer that, due to difficulties with adhering to our resolution process, we would be concluding our business relationship after fulfilling these commitments.
  
  In August 2024, our Sales team unintentionally processed two new orders. We fulfilled the customers requests to ensure her satisfaction. We have done our best to address all concerns and appreciate the opportunity to serve. However, we have now respectfully concluded our business relationship.

  Customer Answer

  Date: 09/23/2024

  Attention BBB, this includes but not limited to all the correspondences related to this case number 22207019.

  Please see attached Documentation from Custom Ink. The information that was presented is falsified. I have made over 40 calls and work with Custom Ink in purchasing T-shirts in 2020 and now, in 2024 with T-shirts and banners.

   Custom Ink received our payment for almost thousand dollars each time and refused to send the billing statements and my repeated requested for CEO to contacted me due to the treatment of being blocked by all our telephone numbers after receiving our almost thousand for banner including vouchers from Custom Ink this year for errors and delays. 

  This is horrible business practices for any business to treat any customer that paid for two years almost a thousand dollars each time in sales.
  I have everything documented in real time as proof. please see attached emails. 
  Please have Custom Ink to send our statement of purchase from 2020 and 2024. 
  All our family requested was all of our items to have the identical log on the banner as well as our t-shirts that we ordered in advance. 
  This transaction has been in place for two years in 2023 and 2024. If, there was any problems, it should have been resolved before any money was given for any products and no one said anything until we had a problem with a letter missing from the banner and our telephones numbers were block as if we did something wrong to the Company, Custom Ink. 
  Please review all the information and if, you need anything else please, feel free to contact me. 
  Custom Ink do not deserve to be in business with treating hard working customer as we did something personal to the company and all we did was purchased items ranging from T-shirts & banners this year, in 2020, we purchase T-shirts only.
  If, we are going to be treated worse than dirt after paying almost a thousand dollars in 2024 &2020, please send All our money back and we will be happy to take our business to another company but no one wants to spend almost a thousand dollars each year that we did business and be treated like you have a personal grudge against our family for requesting our product on time and identical log on the t-shirt and banners. 
  Please confirm. Again, please send me an email so I can send the recording to you as proof that nothing was done unintentionally with making our order. I gave Custom Ink a review on ****** in April for the deplorable treatment that the satisfaction team was giving our family. If, Custom Ink did not want to do business any more with my family it should have been in writing at that time. We received nothing until the banners was missing a letter before our family Reunion in August 2024.
  Please request proof as I am presenting to verify their statements and please have their CEO to contact me along with All my paid receipts from 2020 and 2024 purchases from Custom Ink.Please include the Voucher that I used for my family Banner.
  In addition, I recorded each transaction and communication with Custom Ink and we had no problem until the banner was missing a letter from the logo. 
  I look forward to hearing from you soon via email and telephone also.
  Thank you for all that you do. 
  

  Delivered Aug 18, 2024, **** Tracking#1Z6953240397683654
  
  Shipping Address:
  **********************
  ********, SC 29108-1937
  US
  Billing Address:
  **********************
  ********, SC 29108-1937
  **
  Payment Type:
  Credit Card
  Subtotal:
  $216.76
  Service Charges:
  $0.00
  Service Discounts:
  -$0.00
  Tax:
  $8.17
  Order Total:
  $62.47
  
  Decoration:
  Printing
  Order Item 1:
  Full Color 6' x 3' Vinyl Banner
  One Size 2

  Customer Answer

  Date: 09/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22207019
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 10/11/2024

  Attention Dispute Resolution Team 3, drteam3@mybbb.****  at BBB:
  I am following up on my Complaint Number: Complaint ID: ******** against Custom Ink LLC.
  Please send me an Update today from my response from September 19 & 23 2024.
  Thank you.
  
  

  Customer Answer

  Date: 11/08/2024

  Attention BBB: I am rejecting Custom Ink Response due to the following attachments that I sent earlier to response to this complaint when I received the response on September 23, 2024.This includes but not limited to all the correspondences with this complaint. 

  I called again today, and I asked for a live person to speak with instead of leaving a voicemail for ******** *****. I received ***** on the phone. 

  I also followed up again to see the status on October 11, 2024. I also called and spoke with ***** after leaving two messages on a voicemail for ********* *****. ***** stated that was out of the office. ***** the employee of BBB stated that he saw my response and inquiry regarding my complaint status. 

  I stated to ***** that i would send the attachments again as real time proof and i have all the telephone conversations record and the actual purchase from Custom Ink website for what i paid each time. 

  Immediately, after the last purchase of T-shirts and Banners my family telephone calls were blocked from Custom Ink after the company made a mistake and left off a letter from the word "embraces" that supposed to match the banner with the *** shirts. 

  Custom Ink did not follow through on their word in April of ************************************************************ August with our Banners and T-shirts for our ****** Family Reunion, 

  We request Full refund of all the money paid since Custom Ink has blocked out our the telephone numbers after receiving our almost thousand dollars for our orders this year and the other year we paid in full the amount that was given. any compensation was given was through Custom Ink not us because we are the one to followed through and keep our word.

  We are happy to leave with everything that we paid into the company with no issues due to horrible treatment that was given by custom ink. 

  The statement above is falsified and not true all. Custom Ink treated us like the company has a personal problem with us by blocking our telephone number so we could not communicate after receiving our money. 

  This is unprofessional and rude behavior for a company. Please help us received our full amount of money paid in this company so we can locate one that do not lie and treat us like an enemy after they received our money in full. Thank you. We look to hear from you soon. 

  Please see all the real time attachments and please reach out to me if, you need anything because i have all the proof in real time. 

  Please confirm that you received everything as i mentioned to ***** this morning when i called to get an update status on my complaint. 

  Thank you, i will be waiting. 

   

   

   

• Initial Complaint

  Date:07/21/2024

  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.

  Seller guaranteed delivery, package was not handed to carrier. Multiple agents gave differing explanations and no action taken, however multiple agents assured a full refund if guaranteed shipping date passed. Now refund is being denied and a coupon is being offered instead.

  Business Response

  Date: 08/05/2024

  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and order a WOW experience for our organizers.  Custom Ink does offer a refund in certain situations, however the policy includes a return of the product(s). Our records show that out of over 20 phone calls placed from the customer to our company, there was an instance on July 10, 2024 where one of our representatives miscommunicated this policy. They did advise the customer we would issue a refund without further explaining the required return. In light of the information our research has uncovered, we issued a refund totaling $1004.91 back to the customer as well as the individuals that paid separately toward the order. We certainly apologize for the confusion and frustration that followed.

  Customer Answer

  Date: 08/09/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:04/27/2024

  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 made a group order on 3/28/2024. It was for a team of individuals all from out of town here working a project together for a limited time. I decided to make shirts to remember the project and time spent together. *** built trust with these people over years of honest hard work, and all trusted me with getting the shirts done and they were all willing to participate. When I made the initial order, it was clear that I wasnt going to reach anywhere near my goal, the amount of shirts I was guessing we would need. I read the fine print and found that if I didnt make the goal, Id have to pay the difference out of pocket, or cancel the entire order and start over. I was forced to cancel everyones order and start over. On the second go, custom ink employee reached out over the phone and told me they couldnt do the design on the shirt type I had chosen. They recommended I go with a more expensive shirt, raising the price of each. I did. When I was guessing 20 was a good reachable goal, they said they would put it in as 25. (I now wish I had read all the terrible yelp and BBB reviews earlier). Only 21 shirts were ordered. I had to buy an extra 4 just to make it go through on time. They said the shirts could all be delivered to my address to save the ppl ordering money but the shirts were never delivered. The original delivery date was 4/24/2024. I received an email saying it would be 4/25/2024 as they were delayed and that they would give me a $50 voucher on my next order. I dont want to spend more money to use a voucher, I want the money back for all the people who trusted me. This is embarrassing. Its 4/27/2024 now. Yesterday I waited forever to talk to some Sleezeball that told me they were showing as being shipped. Useless. The people who were here for the project have all traveled back to their homes across the states. Even if the shirts were to arrive, Id have to spend even more money to ship them to each person.I want a full refund immediately!

  Business Response

  Date: 05/08/2024

  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and order a WOW experience for our organizers.  As noted the customer placed an order on April 9th for a delivery date of April 24th.  After experiencing printing delays we reached out to the customer to inform them of said delays and an updated delivery schedule of an estimated delivery date of April 25th.  Unfortunately we were unable to deliver this customer's order on time and it instead delivered on May 1st at 3:34pm.  The customer requested a discount for the delays on 4/29 which is completely understandable, one of our service representatives emailed the customer and offered a 10% discount and also advised the customer that we can issue a refund by check but they needed to fill out a W9 since the order was paid paid for by multiple parties and fulfilled to one address (Customer was an organizer for a group of purchasers).  The customer reached back out to us requesting we refund each individual directly,  our service representative responded on Friday May 3rd informing the customer that our system does not allow for partial refunds to be given to each individual and that is why we offered to issue him as the organizer a refund check to be disbursed to his purchasing group.  We are incredibly sorry for this inconvenience for the customer and certainly want to issue him his requested discount, we just cannot do it in the manner in which he is requesting.  As of May 8th we still have not received a response from the customer to remedy this situation, the customer may contact our Service team of *********************** directly at any time.
  
  

• Initial Complaint

  Date:04/26/2024

  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.

  On April 18th, a design was approved for 39 products with Custom Ink. Custom Ink knowingly printed 39 products with the ** ************* logo. They collected $1400 from our group. They offered multiple products to print the design on. My group chose a 80/20 material mix sweatshirt as one of the products to purchase. When we received the order, we noticed that the sweatshirt was the exact same as the 50/50 mix sweatshirt (which is significantly cheaper). When we reached out to Customer Support, they initially said they cant reprint the sweatshirt, as they did not have a license to print the ** *** Cobras logo. I pointed out that they already have, on 39 products. I am including the email traffic of terrible customer service that we have received. Instead of creating one sweatshirt with the ordered material and completing the order, ********************, the representative helping me, or maybe Custom Ink as a whole, decided to try and tell me they cannot print the one logo and instead, said if we want a refund, we must return all 39 items. They said to return the items after telling me they dont get items back. So did Custom Ink commit a crime? According to ********************, theyve already made money on a copyrighted item.

  Business Response

  Date: 05/22/2024

  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and order a WOW experience for our organizers.  Our records show that on April 16, 2024, the representative placed the t-shirt order at the customers direction. The representative did not identify the ** *** licensed image, and our automated system erroneously did not flag the licensed content. These misses caused the initial order to print and ship to the customer. We acknowledge that we should not have printed the licensed ** *** content, however when a situation like this occurs, we make our best faith effort to get the products back to salvage our relationship with the licensor. As a resolution, this customer was refunded $58.74 for the one sweatshirt that was unsatisfactory. Additionally, we offered the customer to do one of the following: Return all 39 items for a full refund, or return all 39 items and well reprint an alternative design free of licensed content free of charge. We emailed this information to the customer on April 26, 2024, to which they responded with alternative options that we cannot fulfill, as they would involve printing the licensed content again. We apologize for this frustrating experience, and hope it can be resolved satisfactorily; the customer may contact our Service team of *********************** directly at any time.
  

  Customer Answer

  Date: 06/05/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We had to suggest a refund for the one errored item but they did ***** it, which resolved the issue. 
  
  Regards,
  *********************
  *********************
  
  

• Initial Complaint

  Date:04/08/2024

  Type:Sales and Advertising 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 tried to order a custom shirt which the cancelled saying they didnt have the license to print the logo. However, on their website they state that if they had any questions regarding licensing they would reach out regarding it. Instead, it was just cancelled. I have the license agreement for the **** Ryders logo which was sent but theyre quicker to cancel than to respond when you show that you have a license agreement to reproduce a logo.

  Business Response

  Date: 04/17/2024

  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and order a WOW experience for our organizers. As noted, the customer created an order online on April 8th.  After placement this order was flagged in our system due to licensed content needing approval for processing the order.  A representative sent an email informing the customer of this issue and that we would be unable to print as requested, the customer provided a membership license to **** Riders but this membership license does not allow the member to print their logo on any product.  The agreement the customer shared states: "Any request to license ** Intellectual Property or to duplicate, manufacture, sell and/or distribute any item or product that incorporates the ** Intellectual Property shall require: (1) that the member become a Wholesale Vendor, as defined in the Wholesale Vendor Agreement, provided upon request; and (2) **s prior express written approval."  We emailed the customer on the 11th with this information and did offer to update the design for the order so we could proceed, we have not received a response from the customer so the order was canceled being we could not move forward with it as is.  We apologize for this frustrating experience, and hope it can be resolved satisfactorily; the customer may contact our Service team of *********************** directly at any time.
  
  

• Initial Complaint

  Date:12/14/2023

  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.

  December 11, 2023 I started my own t-shirt design on customink.com. I contacted customink.com via website chat and by phone a few times and asked for assistance with editing my design. After a few attempts at them using generic clipart that did not satisfy my design idea, I emailed and made several calls to make sure my design idea was understood. Finally they said, if you make a payment of $25, they would have their art team draft up my idea and share it with me. After the payment was made on December 13, 2023, I asked them if they were finished with the design. This is after several failed attempts that I were shown online in my account. I called and reached someone new this time. They said they are not able to design my shirt because it violates trademark and licensing. I asked for a refund and they refused to refund the design fee. Again, it is after several failed attempts on their own that show their own design that also violated trademark and licensing. If they provided my with three different designs and then instructed me to pay $25 to edit my design, isn't it fair to say they should have told me to begin with that they are not able to implement my idea because it's in violation of trademark and licensing? I've also asked to speak to a manager to resolve this matter and they said a manager would contact me. At this point I haven't heard back from anyone at Customink.com.

  Business Response

  Date: 11/07/2024

  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and order a WOW experience.  In this instance the customer paid for a service to have a design made for them but the sales team member assisting did not connect with content and licensing issues within the design before charging for the service.  Because of this we have refunded the customers $25 design fee and have also issued them a $100 voucher for this mistake and inconvenience.  We sincerely apologize for the inconvenience we caused this customer and hope that we can better service their needs in the future.

  Customer Answer

  Date: 11/18/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  Please close this complaint. They did refund my money. 
  

  
  

  
  Regards,
  
  *** *****