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:12/17/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Mixbook. I am extremely dissatisfied with their handling of my order, and my experience has been marked by significant frustration, poor customer service, and a breach of ********** order, which consisted of personalized photo books, was delivered to the wrong address. Despite the error, I have received no meaningful response from Mixbook or their delivery partner, ******, who is responsible for the delivery.I placed my order on December 2, 2024, and the value of the order was $254.87. I contacted Mixbook twice by email, on December 13 and December 16, but received no response to either email. Additionally, I spent 1 hour and 13 minutes on hold with ****** on December 13, and was promised a response within 24 hours. I also sent a photo of the front of my house as requested, but have yet to receive any follow-up or response from them.Mixbook offered me $27.97 as compensation, which is entirely insufficient considering the inconvenience, stress, and time Ive spent trying to resolve this issue. The photo books contain private personal information, and I have no idea where they were delivered. The lack of communication and resolution from both Mixbook and UniUni has made this experience even more frustrating.I am seeking immediate confirmation that my reprinted order will be delivered by the promised date, an investigation into why the initial order was misdelivered, and appropriate compensation that reflects the inconvenience and stress I have experienced.I have taken multiple steps to resolve this issue through both Mixbook and UniUni, but have not received a timely or satisfactory response. I am now reaching out to the BBB to assist in facilitating a resolution.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue promptly.Sincerely,**** ***** Phone: ************ Order #*******

  

  Business Response

  Date: 01/07/2025

  Thank you for reaching out and welcome to Mixbook!
  
  I appreciate your message and for alerting us to this matter. After conducting a thorough review of our customer information for **** ***** and examining our internal records, we can confirm that the book was successfully reordered the book and the estimated delivery time will be on the 14th of January.
  
  If the resolution, is not into the liking of Mr. **** please reach us back again to see on how we can address the issue.
  
  Thank you once again for bringing this to our attention and let us know if there's anything else we can help you with.
  
  Best regards,
  ******
  
  Mixbook Customer Happiness Team

• Initial Complaint

  Date:11/23/2024

  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.

  I spent several hours on a project. I placed the order which went thru. Then I sent an email asking why I wasn't offered a place to put my discount code in. They immediately cancelled my order. I didn't cancel the order. I tried to reach out for help. The response was very slow and they kept sending the help site. I didn't get to speak to anyone and now they won't respond at all.

  

  Business Response

  Date: 12/12/2024

  Thank you for reaching out and welcome to Mixbook!
  
  I appreciate your message and for alerting us to this matter. After conducting a thorough review of our customer information for ****** ****** and examining our internal records, we can confirm that the book was successfully reordered and subsequently delivered on November 29 at 4:33 pm PST.
  
  Thank you once again for bringing this to our attention and let us know if there's anything else we can help you with.
  
  Best regards,
  
  El
  Mixbook Customer Happiness Team

• Initial Complaint

  Date:04/03/2024

  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 AM BEING HARASSED CONSTANTLY WITH **** MAIL FROM THESE PEOPLE. I HAVE EMAILED THEM MULTIPLE TIMES ASKING THEM TO REMOVE MY NAME AND ADDRESS FROM THEIR MAILING LIST AND THEY HAVE TOTALLY DISREGARDED MY REQUESTS. I AM THEREFORE ASKING BBB TO HELP MY GET THESE PEOPLE TO STOP SENDING ME **** MAIL AS I HAVE NEVER DONE AN OUNCE OF BUSINESS WITH THEM EVER NOR DO I EVER WANT TO IN THE FUTURE. THE POSTMARK OF THEIR NEVER ENDING **** MAIL IS ***********, **. I HAVE NO IDEA IF THIS IS A MARKETING COMPANY WHO THEY ARE PAYING TO HARASS ME WITH THEIR **** MAIL OR THE **** MAIL IS COMING DIRECTLY FROM THEM. ALL I KNOW IS I WANT IT TO STOP AND THEY HAVE NOT HONORED MY REQUEST FOR THIS.

  

  Business Response

  Date: 04/23/2024

  Thank you for directly reaching out to Mixbook Customer Happiness Team regarding this issue.
  
  Please know that we have already added ********************* to our Direct Suppression List last August 13, 2023. Hence, her email at ******************** should have not received any of our mails from then on. Also, it appears that this email address has no active Mixbook account but we do have other ********************* on our records. Hence, it could be her other email address that's receiving the mails.
  
  No worries, we'd investigate on this further ensure all customers under direct suppression list receive no advertisings from us.
  
  Once again, thank you for the heads up. We're here for other inquiries needing of further assistance!

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21526311
  
  I am rejecting this response because:

  It seems these Mix Book people do not understand the complaint or have not read it.  This complaint has to do with junk mail ONLY!  This complaint has nothing to do with unwanted emails.  This complaint has to do with junk mail from these Mix Book people coming from a marketing company they are paying to hound me with this junk.  If they removed my name and address from their mailing list in August of 2023 then why is the junk mail continuing?  Answer, because I am being hounded with junk mail from a marketing company they are paying to do this.  That is what this complaint is about and that is what I want to stop, the junk mail from these marketing people Mix Book is paying.  Find out the name of the company you are paying to hound me with your junk and contact them and tell them to remove my name and address from all their mailing lists so this incessant junk mail stops.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/30/2023

  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.

  I ordered a photobook to use during my wedding proposal. I paid for express shipping and everything to make sure it arrived days before I needed it. When it arrived they had put someone else's cover on the book. I contacted them right away about getting it fixed. They said they would have it reprinted right away and shipped the fastest way possible. Days later and got no update so I contacted them again. I was told it had been reprinted and should arrive in a week! A wk! 9 days to reprint and ship is not doing anything to fix their mistake in time for the important occasion. I even looked on their site and according to it I could order a new book and it would arrive the same day they had just told me. How is that them trying to make it right when it had supposedly already been reprinted.

  

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to Mixbook and for raising this issue with ** directly.
  
  Upon checking, **************************** has been refunded in FULL last September 4th due to the issues with their order. **************************** has been in contact with our team and they address this issue right away via email.
  
  The refund may take up to 5 - 7 business days to be back and reflected in the payment method used when they placed an order. I would suggest contacting **************************** that this has been resolved on our end.
  
  Let me know if there's anything that we can help!
  
  Best,
  *******************

• Initial Complaint

  Date:12/25/2022

  Type:Delivery 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.

  *Three Orders/Invoices #s *******-$70.10, *******-$54.17, and *******-$139.33 were ordered with anticipated/promised delivery by Christmas. *As of this date Orders/Items #s *******, 20x16 Metal print-$70.10; *******, 16x20 Metal print-$99.99; and *******, Full Photo calendar-$54.19 are not received. (Attached email dated 12/24/22)*Email from **** dated 12/20/22 @ 1:16p informs, "...if no order is received by December 23-24...you can keep the delayed orders even after the order is refunded." (Attached email dated 12/20/22)Request refund for items not received by 12/23-24 as promised by **** on 12/20/22. The total for these items per invoices is $224.28. Mixbook is offering $148.29 a difference of $75.99. Willing to accept $80.00 Mixbook credit to use with other applicable coupons as a fair resolution.

  Customer Answer

  Date: 01/30/2023

  To date the issue is resolved. Thank you 
  ^******* (from a mobile device)