Complaints

This profile includes complaints for Greenvelope LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Greenvelope LLC

  Mercer Island, WA 98040-4622

  
• 

  Greenvelope LLC

  1411 Fourth Ave, 1550 Seattle, WA 98101

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:01/22/2025

  Type:Billing 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.

  There are packages are set in quantities of 20 for each specific card so for example if you only use 14 and have 6 left over then those don't roll over to your account they are just lost which is ridiculous in my opinion. If you pay for something you should be able to use it at anytime.

  

  Business Response

  Date: 01/28/2025

  Hi *******, 

  I am sorry for any confusion or frustration. That is correct that when purchasing a single mailing plan, this purchase will apply only to the specific mailing and cannot be split up across multiple mailings. This is because many of our costs are incurred on a per-mailing basis (with a large portion being the commission paid to the artist who created the design), so your purchase is only covering the costs of sending that specific mailing. However, you not need to send to all of your guests at once, so you can continue to add and send to guests until you hit your limit for that event. 

  
  We do try to make this clear by labeling the packages as either Single Mailing or Unlimited Mailings, but I do understand if that was missed. Unlimited Mailing packages are more expensive but will apply to all mailings in the account. 
  
  Similarly, because many of our other internal costs (such as payment processing fees, etc.) are a flat rate per payment, allowing purchases for individual people, or even smaller tiers like 5 or 10 people, would end up making the overall cost more, even if the individual increments from tier to tier were a little less expensive. We have looked at (and tested) smaller tiers, but in the end, this was both a more negative experience for our users and not viable for the business over time.

  I do hope this helps clarify, but please do let me know if there is anything else we can assist with. 

  Regards,

  ***** ******

• Initial Complaint

  Date:08/09/2024

  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 paid $106 for an annual subscription. Enjoyed using the product. I recently received an email for their support team that say I need to pay them more because i am using the "clone" feature and circumventing their subscription plans. Many issues with this a) In their TOS - that language is buried b) 2nd they are asking me to pay more c) The clone feature was NEVER disabled for my account - as if its a trap d) They are saying that if - i change the wording in an email campaign it would "fit" with their rules and be permissable - ************ is a scam - The terms explains this are hidden deep in their policy - If they did not want me to use the clone feature then disable it - ********************** personnel is less than cooperative - in fact they are saying any refunds are not applicable Remedy - Give me a refund - Shut this company down

  

  Business Response

  Date: 08/12/2024

  Hello, 

  As discussed previously, I am sorry for any confusion. I do see you purchased a membership that allows for unlimited different mailings (IE: Invitations, Save the Dates, Announcements, etc.) to be sent digitally to up to 50 people each. For example, if you had 20 events throughout the year, you could send an invitation for each of those events as long as each has 50 people or less on the guest list. 
  
  However, each mailing must be unique in purpose. This means you cannot create several invitations for the exact same event in order to invite more than 50 people to that without purchasing a larger single mailing or upgrading the membership to match the number of people needed for this event. 
  
  This is similar to how a restaurant may have unlimited refills but will have limitations such as one table cannot share the same cup and that cup cannot be brought back on a different day to be used for more refills. 
  
  While the limitation that each mailing must be unique in purpose is in our terms and conditions, this is also stated directly on our pricing page (******************************************) when looking at your Unlimited Mailings packages and when selecting a package within your account. 
  
  We do have a cloning feature which you mentioned that allows you to copy another mailing over to a new mailing without having to recreate it from scratch. This has many legitimate uses. For example, many businesses host the same event every year, so they will clone last years event so they can make updates for the new event and send out this new invitation. The cloning feature is not intended to copy an event over and over to be able to send the same invitation to more than 50 people without paying for more people. Because of this, the first time you clone within a membership we give a popup that states Wait! Please review our cloning terms.
  
  VI. Unlimited Membership Use
  A. Event hosts purchasing an annual membership are able to create unlimited mailings/events as long as each mailing is for a unique purpose. Cloning and creating a mailing/event in order to get around purchasing a larger package will flag your account for review. Continuing to behave in this manner will be deemed abusive and cause suspension of your account without refund. 
  
  You can upgrade just a single mailing (rather than the entire membership) from within your mailing to prevent this issue and make list management easier in the future.
  
  You then are required to choose This doesnt apply to my case or Take me to the upgrade page. You selected that this does not apply to your case then continued to use the cloning feature to copy your invitations multiple times without upgrading to a paid package. We do not disable the ability to clone as it is very commonly used legitimately, but we do make sure you are aware that you cannot use it to avoid upgrading to a larger package. 
  
  You also stated that we told you that if you change the wording in an email campaign, this would Fit within our rules. We did not state this and this is not the case. Each mailing must be unique in purpose (IE: a new event or holiday). If the only reason you are creating a new mailing is to be able to send out to more people, this is not a unique purpose. Updating the wording but still being for the same event does not make this unique in purpose. 
  
  While you stated this limitation is buried in our terms and conditions, it is stated clearly on our home page when viewing pricing, when choosing a package, and further we required you to read these terms and confirm you are not using the cloning feature this way. You chose to select This does not apply to case and then break those terms.
  
  Based on how many times you have cloned each of your invitations, you have already used considerably more of our service than you have paid for, so no refund is applicable. As of this time, we have not suspended your account which means you still have access to tracking and recipients can still view the sent mailings. If you would like to continue to send, you can reach out to provide options on the best packages based on what you will be sending in the future. However, if you continue to break the terms of your membership or behave unprofessionally to our staff, your account will be fully suspended without a refund. 

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22116379
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************