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:12/19/2024

  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.

  I paid Minted $400, including expedited shipping for Christmas Cards. Numerous delays occurred, with extreme difficulty reaching customer service to get a resolution. The customer service phone number gives an option to press a button to text chat, it doesnt work. The AI customer service is unusable. The employee I finally reached offered a partial discount but I am still waiting for goods, as are many many other customers, as shown by their social media. There has been no outreach, no message, no explanation of the problem to help their customers better understand. I will not have my order by Christmas when it was promised to be delivered over a week ago.

  

  Business Response

  Date: 12/27/2024

  We reached out to this customer and are sorry for their experience. Our supply chain was affected by staffing and resourcing shortages beyond what was anticipated that impacted specific orders and resulted in significant delays. We agree that we could have communicated better and been more efficient at resolving the issue in a timely manner. The customer's order was delivered Tuesday 12/24 with ***** tracking ************. As part of our apology, we have reimbursed the customer the full value of their order.

  Customer Answer

  Date: 12/27/2024

  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:12/19/2024

  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.

  Placed my order for holiday cards with minted on 12/10/24. I purchased RUSH next day shipping for $34.95 so my items would "arrive no later than 12/16/24." I noticed that on 12/15 my order was pushed back to 12/17, so I called and spoke with an agent at Minted. She said she was sorry and she would expedite the production of the cards and waive the RUSH shipping I had already paid for to get them out to me in time. She said they would still be delivered by 12/16 and that she was very sorry. So of course they did not arrive by 12/16 or 12/17. I called again after and tried to get through on the phone with wait times longer than 45 minutes many times throughout the day, I could not get through. There is an option to press 7 on the phone to start a chat via text. That option never send a text link to start a chat. I went online to see if they had a online chat option, they do. I waiting and waited and finally someone came on. They went through the same thing, saying sorry and telling me my cards are priority to be processed and will ship out the next day. This went on for three days. It is not 12/19 and I have now been on the phone waiting to speak with a supervisor for almost 2 hours. I also just learned that my cards were produced and ready on 12/16 and have just been sitting waiting to ship. I am astonished at the incredible amount of lying that has happened with each agent I have spoken with. Each said that my order was not produced. I have been given a total of 25% discount on this order plus the free shipping. The amount of time that I have spent waiting on hold and speaking with people has now been over ten hours. They are not prepared for the high volume of holiday orders and just keep allowing customers to order despite the fact that they know they are well behind on their current orders. It says on their website that if you order by 12/20, you will have your holiday cards will be delivered by Christmas. I want a full refund and a written apology.

  

  Business Response

  Date: 12/27/2024

  We reached out to this customer and are sorry for their experience. Our supply chain was affected by staffing and resourcing shortages beyond what was anticipated that impacted specific orders and resulted in significant delays. We agree that we could have communicated better and been more efficient at resolving the issue in a timely manner. The customer's order was delivered Saturday 12/21 with ***** tracking ************. As part of our apology, we have reimbursed the customer the full value of their order.

• Initial Complaint

  Date:12/19/2024

  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 am a Minted More member and have ordered our Christmas cards and sons birthday invites etc. from Minted for years so it pains me to write this. I placed two separate orders on 12/10. The first order was the actual Christmas cards themselves. The second order was for the envelope liners and stamps that go along with the Christmas cards. Both orders added up to over $400. The first problem was with the order for the envelope liners and stamps. I received a message a few days after the order was placed saying I needed to approve the proof for the envelope liners for them to be shipped and that the new *** for delivery was 12/23. The envelope liners were not altered in any way and I was completely confused why they were a part of the proofing process. After spending about an hour on hold and speaking with a customer service representative and manager they fixed the issue and expedited the shipping on the stamps and liners and I received them as promised. I thought all was fixed and well. I was wrong. My Christmas cards were promised to deliver by 12/20 which is tomorrow. I checked on 12/17 they were still in production. I messaged customer service expressing my concerns about them arriving on time and they assured me that they would. Then on 12/18 I checked back and they were still in production. I called customer service and waited on hold for 45 before having to hang up because I had to walk in to my sons Christmas program. I refused to call back and waited on a long hold again so I started another live chat in which I explained my concerns and frustrations. They assured me that my order would ship yesterday and deliver today. Well today the order is STILL processing. I have zero hope at this point that they will deliver as promised. I have wasted so much time, money, energy on this and have been stressing about the whole thing the entire time. On hold again now - 40 min. Will never use Minted again.

  

  Business Response

  Date: 12/27/2024

  We reached out to this customer and are sorry for their experience. Our supply chain was affected by staffing and resourcing shortages beyond what was anticipated that impacted specific orders and resulted in significant delays. We agree that we could have communicated better and been more efficient at resolving the issue in a timely manner. The customer's order was delivered Saturday 12/21 with ***** tracking ************.

  Customer Answer

  Date: 12/28/2024

   
  Complaint: 22710439
  
  I am rejecting this response because:

  IT DID NOT DELIVER. YOU ALL DID NOT PUT MY INFORMATION OR ADRESS ON THE SHIPMENT CONTAINING THE ADDRESSED ENVELOPES. I HAD TO SPEND HALF MY DAY TO DRIVE TO THE ***** DISTRIBUTION LOCATION AND THEY HAD TO TRACK DOWN THE DRIVER TO FIND THE UNLABELED PACKAGE FOR ME TO GET THE ENVELOPES. BY THE TIME I GOT THEM THE POST OFFICE WAS CLOSED (It was a Saturday). FORCING ME TO MAIL THE CARDS OUT MONDAY MORNING 12/23. OUR CHRISTMAS CARDS DELIVERED TO OUR RECIPIENTS SEVERAL DAYS AFTER CHRISTMAS BECAUSE OF YOUR MISTAKES. 
  

  NOT TO MENTION YOUR HORRENDOUS CUSTOMER SERVICE - EXTREMELY LONG HOLD TIMES TO THE POINT THAT IT WAS IMPOSSIBLE TO REACH ANYONE. THESE ARE NOT SUPPLY CHAIN ISSUES. I CAN SEE FROM YOUR RESPONSES TO COMPLAINTS IN THE PAST THAT YOU ALL HAVE USED THAT SAME EXCUSE FOR YEARS. 
  

  COMPLETELY UNACCEPTABLE. AGAIN, THIS HAS BEEN A ABSOLUTE NIGHTMARE. 

  I AM OUT SO MUCH TIME AND ENERGY. 
  

  IF I AM NOT ISSUED A REFUND IN FULL, I WILL BE DISPUTING THE CHARGES WITH MY CREDIT CARD COMPANY. 

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 01/08/2025

  Our customer service team has been in contact with the customer and has refunded the full value of her order.
  
  We take this situation very seriously and appreciate the opportunity the customers feedback has provided. Our processes should ensure each shipment has the correct destination address and recipient name, which should match what the customer provided. We will use the feedback to investigate internally and improve our procedures to minimize the risk of a similar issue happening again and impacting our customers.
  

• Initial Complaint

  Date:12/19/2024

  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.

  Placed order with ************************ on 12/4/2024. Still have not received order and cannot get anyone at the company to answer my questions, or engage in online "help chat", or answer my emails regarding this matter. According to my account with this business, part of my order has shipped but the second part has not and there is no estimate of when it will ship, and I cannot get in touch with anyone at the company to get help.

  

  Business Response

  Date: 12/28/2024

  We reached out to this customer and are sorry for their experience. Our supply chain was affected by staffing and resourcing shortages beyond what was anticipated that impacted specific orders and resulted in significant delays. We agree that we could have communicated better and been more efficient at resolving the issue in a timely manner. The first portion of the customers order arrived Thursday 12/19 with ***** tracking ************, and the remainder with ***** tracking ************ is ready for the customer to pick up at a *************. As part of our apology, we have reimbursed the customer the full value of their order.

• Initial Complaint

  Date:12/19/2024

  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.

  This is the second year in a row that Minted has over promised and under delivered. We paid $712.42 for 250 photo holiday cards plus rush delivery. We placed the order on 12/12 and it was promised to be delivered on 12/18. Currently the "estimated" date is 12/20. The problem is that Minted has no accountability with respect to customer service. I cannot even get any clarity around when we might receive our order. I am not even clear that we will get it by Christmas. When you reach out to customer service, they direct you to a bot chat response. When you request an agent, you either get an immediate "agent not available" or you are kept on hold (currently right now for 35 minutes) to get an agent to respond by chat. I have tried to call the phone number and get wait times of 45 minutes or longer. I want at least a partial refund of our $712.42. A large part of the "value" of ordering an holiday card is that it arrives on time to mail for Christmas. When Minted fails to execute on that, they have failed to provide the product we paid for.

  

  Business Response

  Date: 12/27/2024

  We reached out to this customer and are sorry for their experience. Our supply chain was affected by staffing and resourcing shortages beyond what was anticipated that impacted specific orders and resulted in significant delays. We agree that we could have communicated better and been more efficient at resolving the issue in a timely manner. The customer's order was delivered Monday 12/23 with ***** tracking ************. As part of our apology, we have reimbursed the customer 25% of the value of their order as well as the price of shipping.

• Initial Complaint

  Date:12/19/2024

  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.

  I placed an order for Christmas cards with Minted.Order Placed 12/9 Paid a surcharge for expedited shipping to arrive by 12/12 Order was delayed Cards arrived on 12/14 Envelopes have not arrived (I paid a surcharge for envelopes to have addresses printed)I have spent hours on hold with customer service and using their online chat function The one time I got in contact with a representative, they assured me my order was being produced and would be delivered by the next day At this rate, I will have to purchase and address my own envelopes. I have gotten a refund for the expedited 3-day shipping, but as I will have to buy and address my own envelopes, I should at least have that portion refunded too.Every day when I check my order status, the delivery window is pushed further The most concerning part is Minteds lack of transparency and chancing delivery dates without notifying customers. Their social media is also flooded with comments of customers experiencing similar challenges.

  

  Business Response

  Date: 12/27/2024

  We reached out to this customer and are sorry for their experience. Our supply chain was affected by staffing and resourcing shortages beyond what was anticipated that impacted specific orders and resulted in significant delays. We agree that we could have communicated better and been more efficient at resolving the issue in a timely manner. The customer's order was delivered Saturday 12/14 with ***** tracking ************ and Monday 12/23 with ***** tracking ************. As part of our apology, we have reimbursed the customer 20% of the value of their order.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22708892
  
  I am rejecting this response because: The amount refunded by the business is less than the additional cost I had to incur to fix their error. I paid ~$70 for printed, addressed envelopes to be delivered with my order. I paid ~$35 for expedited shipping to receive this order by 12/12. The order was delayed so significantly, without helpful communication from the business, to 12/23. Because the order was for Christmas cards, a 12/23 delivery date was unacceptable. While the business refunded my fee for expedited shipping and provided a 20% refund of ~$30, I am still at a negative financial position. I was completely unable to use the envelopes I paid a surcharge for to have addresses printed. Additionally, I had to go purchase my own envelopes and spend time addressing them. At a minimum, the business should refund the total ~$70 cost of the pre-addressed envelopes. Ideally, they should refund the entire order, as I spend 10+ hours of my own time trying to resolve the issue with their customer service team and then travel, shopping, labor time to get and address my own envelopes to enable delivery around Christmas time.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/06/2025

  Our customer service team has been in contact with the customer and has refunded them for the cost of the envelopes in accordance with the customers wishes. Please see the attached emails showing our outreach to the customer on 1/2/2025 and the customers reply on 1/3/2025.

  Customer Answer

  Date: 01/07/2025

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

• Initial Complaint

  Date:12/19/2024

  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.

  After ordering Christmas cards I noticed they were taking a while in production. I took to social media and saw hundreds of others werent receiving their orders at all. Especially after paying for expedited shipping. I asked customer service if my order was in fact going to be on time as Im heading out of the state shortly after. They assured me I was given expedited shipping for free to ensure an on time delivery. Finally my order was done but spent 5 days at the facility before sending it to *****. The shipping wasnt even expedited as promised. It will not be delivered on time which I asked if that would be an issue to change it to the address Ill be at. They said that will be done. Never happened. Spent hundreds of dollars to not receive my order.

  

  Business Response

  Date: 12/27/2024

  We reached out to this customer and are sorry for their experience. Our supply chain was affected by staffing and resourcing shortages beyond what was anticipated that impacted specific orders and resulted in significant delays. We agree that we could have communicated better and been more efficient at resolving the issue in a timely manner. The customer's order was delivered Friday 12/27 with ***** tracking ************. As part of our apology, we have reimbursed the customer the full value of their order.

  Customer Answer

  Date: 12/27/2024

  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:12/19/2024

  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.

  On December 7, I placed an order for Christmas cards and selected rush shipping for an additional $34.95. I paid a total of $635 for the order, with delivery promised by December 17. As of today, the cards have still not arrived, and Minted has not taken any action to resolve the issue. My Christmas cards remain undelivered.

  

  Business Response

  Date: 12/26/2024

  We reached out to this customer and are sorry for their experience. Our supply chain was affected by staffing and resourcing shortages beyond what was anticipated that impacted specific orders and resulted in significant delays. We agree that we could have communicated better and been more efficient at resolving the issue in a timely manner. The customer's order was delivered Saturday 12/21 with ***** tracking ************. As part of our apology, we have reimbursed the customer 20% of the value of their order as well as the cost of shipping.

  Customer Answer

  Date: 12/27/2024

  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:12/18/2024

  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.

  This is the 3rd year Ive used minted for holiday cards. The first 2 years were great. This year has been horrible. I still dont have my cards. I ordered the cards on 12/8/24 and paid for them to be shipped to me by 12/13/24. I called customer service and was informed that they had just gone to printing as they were stuck in production for some reason. They would refund my shipping fee and expedite the order over night. -12-16-24 - on hold for 25 mins. Spoke to agent who actually refunded the shipping this time. Told that it would definitely be here by 12/18 -12/17/24- I was told that it was printed and a ticket was put in to expedite it overnight.12/18/24- (4 pm Eastern) on hold for 42 mins. I was told they would refund my order 25% and a ticket was put in to find out the status. There was no tracking number so it still hadnt been shipped. It would take a few hours to get a response. I asked if I would get a phone call and wasnt promised that. I said I would call back if I hadnt heard anything. 7 pm eastern- on hold 10 mins and suddenly disconnected 8:12 pm - finally got through to agent after being on hold for ************************************************************************ At this point I couldnt get through again due to them closing. I have names of every agent I spoke to but wont share them here.Not only is it absolutely horrible that its been 10 days since Ive placed the order and the cards havent been shipped, but they continue to advertise on their website that if you order today then you can have your items before Christmas.

  

  Business Response

  Date: 12/27/2024

  We reached out to this customer and are sorry for their experience. Our supply chain was affected by staffing and resourcing shortages beyond what was anticipated that impacted specific orders and resulted in significant delays. We agree that we could have communicated better and been more efficient at resolving the issue in a timely manner. The customer's order was delivered Saturday 12/21 with ***** tracking ************. As part of our apology, we have reimbursed the customer 75% of the value of their order.

  Customer Answer

  Date: 12/27/2024

  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:12/18/2024

  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 ordered 70 foil Christmas cards from ************************ on 12/11. I paid an additional $34.95 for Rush shipping and my delivery date was supposed to be 12/17. It is now 12/19 and my order has not been delivered and still shows it's in production. The website also says they have upgraded my shipping to the quickest possible due to my order not arriving on time. This is unacceptable as I have already paid for the quickest shipping option so this resolves nothing for me. Furthermore, my sister ordered 150 foil cards on 12/12. That is double the amount I ordered and a day later than I did and yet her cards were delivered today on 12/18. I don't understand nor do I appreciate how someone who ordered a day later and over double the amount got precedence over an order with half the amount and ordered a day earlier. Minted clearly lies about their delivery dates. They even have a chart on their website that shows when a product will be delivered based on the day you order. So I ordered appropriately and yet my order will still be delayed by what will now be 3 days. Their customer service is also a joke. It takes forever to get in contact with someone through both the online chat and on the phone, and I waited over 45 minutes for both and still no one to talk to. I can't wait hours on end to speak to someone. It's ridiculous. I've resorted to emailing them which who knows how long it will take for someone to get back to me and at that point it will be Christmas and my cards will be ridiculously late. These cards are not cheap and to have these issues is not worth the money for their terrible service and false advertising. Year after year they get away with this and I'm sick of it.

  

  Business Response

  Date: 12/27/2024

  We are very sorry for this customers experience. Our supply chain was affected by staffing and resourcing shortages beyond what was anticipated that impacted specific orders and resulted in significant delays. We agree that we could have communicated better and been more efficient at resolving the issue in a timely manner. The customer's order was delivered Friday 12/20 with ***** tracking ************.