Complaints

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

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  Digital Room, LLC

  8000 Haskell Ave Van Nuys, CA 91406-1321

• 

  Next Day Flyers

  435 N Midland Ave Saddle Brook, NJ 07663-5527

• 

  48 Hour Print

  6410 Eastland Rd Ste E Brook Park, OH 44142

• 

  PrintPlace.com

  1130 Avenue H E Arlington, TX 76011

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  48 Hour Print

  6410 Eastland Rd Ste E Brook Park, OH 44142

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:09/01/2022

  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.

  We placed our order with ************* on July 21, 2022. Order #******* included ***** 28-page calendars with artwork from local school children. Total was $5,386.62 which we paid this in full before the order could be printed.When we received the order, we bundled calendars for disbursement to area schools and community organizations. We had already disbursed many calendars when we noticed serious errors in printing. In a random fashion we found calendars in which months were missing, duplicated or out of order. I was on vacation when the defects were discovered, so one of the staff members of our ******************* called the company. I was confident that the issue would be resolved with great customer care consistent with my past experiences. I returned from vacation to find that the exact opposite had happened. The rep used a dismissive tone and explained our only two options. The first option was that we go through the ***** affected calendars (******* pages) and count the defective ones. When we stated that this was an impossible task, we were told that our only other option is to ship the ***** calendars to them to count. There was no stated guarantee that even these steps would result in a reprint. I called the company and received the same news. I ask to speak to a manager and was transferred to ****** (she gave no last name). Her tone was similar to the callous and dismissive (and with language peppered with victim blaming). After I processed the horrific treatment and impossible resolutions, I researched the company to find horrible reviews for quality control and customer service. I discovered the parent company in my research and called to ask for a manager. No one has returned my call from 48 hrs ago. The company has our money. We have a defective product. Trust is broken so a reprint has no value. We have and will put in countless hours for damage control. Only a refund with bring resolution to this lack of quality and care.

  Business Response

  Date: 09/06/2022

  Thank you for your feedback. As we reviewed the order, the manager's options were aligned with our policies.
  
  Per our terms and conditions; Defective product refunds and reprints shall not exceed the amount paid by the User or $1,000.00 (whichever is less). Determination of defect is at the sole discretion of 48HP. In most cases, Users will be requested to share digital photos documenting the product defect and/or ship the defective products back to customer service. All complaints must be registered within two (2) days of receipt of a printing job.
  
  The order was delivered on 8/2/22 and the issue was reported on 8/25/22. Any complaints received, customers are required to provide us with the estimated quantity affected as well as images/video. Images were provided, however, they only show 4 out of 5k calendars had an error. Customer claims to have only ***** of the ***** in her possession. According to the customer, examining the remaining items would take too much time.
  
  As part of the inspection process, the manager offered to pick up the order. Customer stated they discarded the boxes. The manager offered to ship the customer boxes and would have ***** retrieve the remaining items, customer declined. Attempts to resolve this issue have not been successful due to the customer's unwillingness to cooperate.
  
  For us to move forward with the claim, we will need the entire remaining calendars returned for inspection and accurate count before a concession is approved.

  Customer Answer

  Date: 09/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Imagine someone goes to a restaurant for a meal. They pay in advance for the food, but they trust that all will be satisfactory because they have been to the place before. When the meal is served, they take a bite of one of the items to find that it is spoiled. They let the server know the issue and the server replies that the customer must eat all items on the plate to prove that all items are spoiled. The alternative is that the customer can take their plate to the kitchen where the staff will eat the food to determine if all items are spoiled. At that point the restaurant will let the customer know what (if anything) they would do to make the customer satisfied. The customer is bewildered and astonished at the lack of care and concern so they ask for the manager, who confirms that this is indeed the policy for the restaurant. The meal is already paid for so the customer has no reasonable options for resolution.
  
  This is a ludicrous scenario. It is unconscionable that a company that delivered a defective product would demand that the customer work to right the wrong done to them. Yet it is representative of what has happened in our interactions with *************. The response of the company to our complaint proves that they will not waiver in the most unreasonable offers for resolution. The only two options offered required intense hours and labor (the boxes are numerous and very heavy) - 15 boxes approximately.
  
  For the record, I will address the errors in the company's response to our complaint. We did not state that we would not participate in their required options. On the contrary, please see an email that I sent to ****** that states we would start counting. The email was never read according to the read receipt I requested. I requested that the email be added to our file. The response states that we only showed 4 defective calendars. The email - if they had read it- clarifies that the photos simply represent the issues we have found - not the total number of defective calendars. We have much more work to do to uncover the exact number of defective calendars which are randomly placed in the boxes. I have included a video which I didn't realize was an option for us. The video clearly reveals the errors in the calendars. When I spoke with ****** (before I sent the email) I requested that a manager of the parent company contact me so that I could attempt to make an appeal for a reasonable resolution. I never received a call.
  
  After recovering from the shock of the poor and unimaginable treatment, we have determined that ************* will not do the decent thing and bare minimum of customer care. We have assumed and felt that we are the victim of a scam. Given this broken trust, we have decided that we will not ship the calendars back because we have no assurance from the company that we will get them back (and we have paid for them). We are cutting our losses and have begun the laborious task of pulling the defective calendars out. We have gone through about a fourth of the ***** that we could retrieve from our initial disbursement, and the total of defective calendars at this point is at about 10% of the total. The process at this point has taken 8 hours. We anticipate that it will take another ***** hours to go through the remaining calendars. (This ***** hour requirement placed on us is the first option that was offered to us to resolve the issue.)
  See Attachment/File: trim.C4628D0D-4F5D-4E7A-BC85-982D443DBB4E

  Customer Answer

  Date: 09/16/2022

  Good ***************************** has contacted me separate from this complaint. They have made an offer to us for a partial refund that is unsatisfactory. I had hoped for better, but they are not giving due consideration to our complaint.
  
  It just occurred to me this morning, that perhaps I should have directed their negotiations to the BBB complaint instead of contacting me directly.
  
  Please advise. Thank you,
  
  ***************************

• Initial Complaint

  Date:08/26/2022

  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.

  Ordered vinyl banner Uploaded image Was sent request to approve proof Was approved Banner was shipped and received Banner is blurry, splotchy and in poor condition After proof was approved Company stated it would proceed through a 33 point check system to make sure everything is ok No such point check system occurred They sent product knowing it was faulty Contacted customer support day product arrived Would not accept return

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/26) */ Contact Name and Title: ****** *****, ** *** Contact Phone: XXXXXXXXXX Contact Email: *************************** I have reviewed the order and the customer's file was not good for printing. We did include notes with the proof as per below: 2022-08-20 09:52:50 PT OUTSTANDING ISSUES Poor image quality. The image contains smudges or distortion.(please provide vector file) The original customers file is visibly blurry as is the proof we generated for customer to look at. Our notes clearly indicate that the file should be replaced with a vector file. The customer approved the proof as is, no replacement file we given. 08-21-2022 10:30:22 Customer Job Item Status: Sent Proof (Prepress) 08-21-2022 10:30:22 Customer Item Modified - Proof Approved Job Item Status: Approved I have uploaded the customer's original uploaded file (jpeg) and our proof file (PDF) which she approved. Customer was given proof notes that the file was not print worthy. It is at that point the proof should have been disapproved and furnished us a replacement file. Once you hit approved, the order moves to production. If the customer would like a replacement banner, I am willing to replace it at no cost but we need a good vector file to print. I can be contacted directly for the replacement banner Consumer Response /* (3000, 7, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company did not provide any correspondence stating image was not print worthy In fact, even per their own notes as detailed above, zero action was taken on behalf on company to address the issue Furthermore after a proof is approved by the client, according to their documents-they are to do a 33 point inspection of proof which clearly they failed to do If a company knows they are printing a faulty product-they should expect their customers to want refunds Company is using deceptive practices by not actually performing 33 point inspections after proof is approved per their own guidelines Business Response /* (4000, 9, 2022/08/31) */ I am sorry the customer thinks we are being deceptive, when we are not. The 33 point file review is done prior to any proofing with customer's original uploaded file per our Quality Assurance in the help center and it states: All files go through a free 33-point human and computer inspection to spot any errors in the design. Our prepress team checks for technical issues in artwork dimensions, resolution, bleed/safety areas, and more. Our prepress team did the 33-point inspection of the customers original file and found issues with the file which was noted with the proof the customer downloaded and approved. Maybe customer did not see the file issue notes when the proof was downloaded but they were included per our prepress team. We do not do another inspection once the proof has been approved. Approving the proof signifies you have reviewed the proof, carefully read any issue notes and are releasing the order for printing. As I stated prior, we will do a free reprint with a higher resolution file or we will issue a refund, whichever the customer prefers. Consumer Response /* (2000, 11, 2022/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund is requested Thank you

• Initial Complaint

  Date:08/20/2022

  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.

  On 8/5/22 I received a print order (#********) I purchased with ********** I immediately called ********* upon receipt of the order, as the paper quality and color consistency of the postcards were incorrect. I had placed 2 previous orders (#******* + #*******) of the same design as a test to ensure ********* could provide what I needed. I then placed a larger order of the same design with variation in text across 12 postcards. I have reached out to ********* 5 times (*********************** and *********************************** on 8/16/22, *************************** on 8/11/22, ************************** on 8/5/22 and all the aforementioned on 8/19/22) and have not received any follow up regarding a resolution. I keep being asked to send pictures (which I have 4 times) and keep being told someone will reach out to me, and no one has. The service I have been receiving in resolving this issue is unacceptable, and there is no sense of urgency in rectifying the issue. I have also been treated as if the issues I am communicating are not true. As I have explained now to 4 different people, I understand that ********* representatives are looking at a computer with digital files and information, but I have the postcards physically in my possession. The dismissal specifically of the paper quality issue is frustrating and I am being treated as if I am lying or as if I am ignorant to paper quality. At this rate I would like a full refund of the ***** as I will now have to find another printer that can execute this job with consistency.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/23) */ I am sorry that you did not get the quick response to your concerns that you should have. I did reach out to the Resolution Specialist, who reached out to you. She stated you sent her photos which she could not open and asked to have the order picked up for inspection. We would like to get the order back to inspect for paper quality and color inconsistencies. This is hard to determine via photos. Once the order is returned back to us, we will gladly refund your purchase. We will issue a call tag for the product to be picked up from you. We will inform you when the call tag has been issued and pick up is usually the following day. Consumer Response /* (2000, 7, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:06/01/2022

  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.

  I placed my order may 01. order XXXXXXX. I never received my order. Contacted them several times through chat. May 18 they said they issued a refund. Never received my refund. They keep telling me it on the way. My bank never got it. Please send my money back!!

  Business Response

  Date: 06/02/2022

  Business Response /* (1000, 5, 2022/06/01) */ I have looked into the order and we did refund the customer's payment method on ***** Credit Memo XXXXXX issued. Issued $ ***** as Refund. ***** ******** ********** ******** Also I have attached the refund receipt from our accounting department Consumer Response /* (2000, 7, 2022/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just looked i received my refund. Thank you