ComplaintsforPrintlino Printing

• Initial Complaint

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a flag from this company on Etsy on June 6th. On June 14, I received an email from them saying they are no longer selling on Etsy, however, they had my order ready and wanted me to confirm that I wanted it.I responded and told them yes. A week later, I received the same exact email and responded and said yes.I have tried hunting for a way to contact them via phone or email and the only email I can find is the same email that sent me these auto emails.I am pretty sure no one is monitoring or caring about this order, and I'm super frustrated. I just want my order!

  Business response

  07/09/2024

  Thank you for reaching out and sharing your concerns. I understand the frustration you're experiencing with your order.
  Unfortunately, Etsy canceled all orders from our shop, and we no longer have access to order details through their platform. As the contract for your purchase was with Etsy, we recommend opening a case with them to secure a refund.
  If you would still like to receive the flag, you're welcome to place a new order directly through our website. Please note that this would require a new payment, as we haven't received any funds from Etsy for the canceled orders.
  Let me know if there's anything else I can assist you with!
  

  Customer response

  07/10/2024

   
  Complaint: 21946338
  
  I am rejecting this response because: You sent communication earlier via etsy and to my personal email stating I would still receive my product.

   

  if you dont have the order details, why would you send me x3 communications (see the entire string of attachments) that expressly state you have my order ready to ship and to let you know if I still wanted to send them.

  I responded to your emails twice and NO ANSWER. You never told me it wasnt coming or you didnt have my order details. Its a shame I had to contact the BBB to get answers from you.

  You are conflicting yourself when you state you didnt have the order when you DIRECTLY state you have the order and are working on shipping it, not once, but 3 times! Its clear you have been lying and dont want to own up to your falsities. 

  Buyer beware. You cant trust these guys.

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

  Business response

  07/15/2024

  Again, you need to open a case with Etsy. Not with us! You will get a full refund!
  
  
  Unfortunately, Etsy canceled all orders from our shop, and we no longer have access to order details through their platform. As the contract for your purchase was with Etsy, we recommend opening a case with them to secure a refund.
  If you would still like to receive the flag, you're welcome to place a new order directly through our website. Please note that this would require a new payment, as we haven't received any funds from Etsy for the canceled orders.
  Let me know if there's anything else I can assist you with!

• Initial Complaint

  06/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order for a tent and a banner stand, Order #PLOV6Y9 and never received the tent. I have an email from Printlinos artwork/production department stating they hadnt produced the tent after the banner was shipped. And I have an email confirmation of the shipment showing only the banner was shipped. They later tried claiming the tent was shipped but provided the tracking for the banner shipment. This has been going on since last June. I filed a complaint with my bank and the company responded with tracking number for the banner shipped. I provided all of the email correspondence/ proof that the tent never went into production according to their emails and the fact that I never received the tent. Printlino responded to my bank stating that I should reach out to them directly for a resolution. They claim they dont issue refunds but there would be a resolve. The only resolve there could possibly be is to produce the tent if a refund was not an option. I reached as requested and the company completely stopped responding to my emails and there is no phone number to call them. As soon I figured out the companys legal name and registered agent I will filing a lawsuit.

  Business response

  07/07/2024

  DearT. ********,

  
  I hope this message finds you well. I am ******, the owner of Printlino. I want to address your concerns regarding the order for the tent and banner stand personally.

  
  Firstly, I sincerely apologize for any inconvenience this situation may have caused you. According to our records, the shipment for your order, including the tent, was dispatched and the tracking number provided was 1Z96985EP234298221. It appears there may have been a misunderstanding regarding the delivery of the tent.

  We understand your frustration, especially after the chargeback situation with your bank where we confirmed the shipment details. It is regrettable that the tent did not reach you, potentially due to external factors such as theft, which are beyond our control.

  However, we are committed to resolving this matter to your satisfaction. As a gesture of our commitment to our customers and to rectify the situation, we would like to offer to reprint the tent for you at a 50% discount. This is an exceptional offer to ensure that you receive the product you ordered.

  We value your business and would like to mend this relationship. Please let us know how you would like to proceed. You can reach us directly at this email, or for more immediate assistance, feel free to contact our customer service team via ********************.
  
  Thank you for your understanding, and we look forward to resolving this matter swiftly.
  
  Warm regards,

  
  

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had ordered a product from Printlino in November that should have been delivered in 1-2 weeks. The order was never fulfilled or delivered, still to this day 6 months later. After reaching out to their customer service countless times via email, phone, messages, Etsy, and texting, I left them a negative review on ****** which got their attention and they immediately responded and acted like they would remedy the situation. Nothing happened. 2 months ago, I spoke to the owner on the phone and he promised to make the situation right by fulfilling my order AND printing an additional banner for free to make up for the bad customer service experience I encountered as he admitted it never should have happened. Since then, he has not responded to any of my emails or fulfilled the order. *** called and texted and emailed many times and received no follow up about the status of my order. Finally upon emailing them one more time, which threatened me contacting my credit card company to refund me for the order, ****** responded back apologetically that theyd issue me a refund in 3-5 business days, followed immediately by a negative one star review on my own businesss ****** profile saying how rude I am. Not only did I still not receive my product, or any compensation for the energy/time fighting with them about this, (and still waiting on that refund) but theyre now also trying to slander my own small business. Very unprofessional.

  Business response

  05/22/2024

  Thank you for bringing your concerns to our attention. I would like to clarify a few points regarding the orders you placed with us at Printlino.
  Firstly, for the order you placed via Etsy, I'm pleased to confirm that it was fulfilled and delivered according to our records, and we appreciate the positive review you left for this transaction.
  Regarding the second order, unfortunately, we did not receive a print-ready file from you, which is necessary for us to proceed with production. Without this crucial component, we were unable to fulfill this specific order.
  I also want to address the situation that arose following interactions with our staff. It is our policy to maintain a respectful and professional environment. After a review of the communications, we felt compelled to cancel and refund this order when threats of negative reviews and derogatory remarks towards our staff were made. This decision was not taken lightly.
  Regarding the reviews on ******* it is regrettable that this has resulted in further misunderstanding and frustration. We always aim to resolve customer issues amicably and efficiently, and it's unfortunate that in this instance, our efforts have not met your expectations.
  Please rest assured that your refund is being processed and should reflect in your account within the stipulated 3-5 business days. We sincerely apologize for any inconvenience this situation may have caused and regret that we were unable to meet your service expectations.
  We value your business and would appreciate the opportunity to resolve any remaining issues. Feel free to contact me directly if there is anything more we can do to assist you.
  Warm regards,

  Customer response

  05/24/2024

  
  Complaint: ********
  
  Hello! Thank you so much for your response. It has been FIVE full business days of the 3-5 business day window, and I have not received any refund yet.
  
  
  In response to Printlinos response: Yes I did have a wonderful experience 2 years ago when I purchased a banner on Etsy, which is why I left a great review and ordered from you again, this time through your website. Your design team actually sent me a visual proof of my banner image via email on November 28th with the file looking perfect and ready for printing (see attachment), and it should have been all ready to print but was never produced or shipped out. I then had resent the file via Dropbox on April 15th again after speaking to ***** over the phone because he said you guys lost my file, and he had promised to print and send an additional banner for all of the poor customer service I had received over the course of several months. He admitted none of this should have happened. I have written proof of sending the file over to you both times, in November and in April, confirmation of your team having and editing it in November for printing, along with following up via email several times kindly asking if the file was received in April. I never received any written response from you about my file not being usable so what youre saying now is untrue. I have all of these email conversations saved and ready to show. The only times you have responded to me trying to remedy this, is when I left a negative review publicly, and contacted BBB as shown here. But I have proof of endless messages and emails of me respectfully contacting you asking where my order was, and being ignored over and over again over the course of 6 months. Back then would have been the time to mention my file was not usable, not now.
  
  
  What you consider derogatory messages and emails were me getting fed up after being ignored, asking where my order was, and explaining how I would leave bad reviews and get a refund from my credit card company if I did not receive the product. None of these were rude or uncalled for given the circumstances. Do you just expect your customers to remain silent after you provide poor customer service and ignore them over and over again? You going out of your way to leave my own business a negative review on my page was inappropriate, irrelevant and a form of slander, since you have not actually utilized my businesss services or purchased anything from me.
  
  
  At the end of the day, I am still entitled to a full refund for not receiving the product I paid for 6 months ago (it is now after 5:30PM on the 5th business day of the 3-5 business day window you promised me, this time frame starting last Friday, so where is my refund?) I would also like the actual product I had been putting endless time and energy into fighting for for 6 months now, and as an apology for this whole situation, AND for wrongly slandering my business. Since ***** had offered to remedy this situation to me 2 months ago with a free banner as compensation for this issue, there is no reason for you to not honor that promise anymore. The files were sent to your drop box multiple times, there is that file still accessible in our email correspondence from November 28th and another one in a Dropbox fie from April 15th, so it should be accessible to you and all ready to print! I look forward to your response.
  
  
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order with this business on Oct 13 2023 and still have not received my order. I also sent multiple messages to the owner which gave me excuse after excuse. Now it's over 90 days and I can't file a dispute with my credit card. This business is a SCAM and stealing money from a lot of people.

  Business response

  02/06/2024

  The buyer never upload a print ************* to us. 
  We refund the customer last December 2023.
  

  Customer response

  02/07/2024

   
  Complaint: 21185803
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  02/08/2024

  I'm not sure why the company would lie and say that I never sent the art work and that they refunded me back in December. Clearly from the conversions that I have attached you can see neither one of those statements is true. This company needs to be stopped from stealing peoples money.

  Business response

  02/25/2024

  The buyer never upload a print *************.
  We make a full refund to the buyer.

  Customer response

  02/26/2024

   
  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

  01/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a printed tent from this business approx 3 months ago. The business owner has told me for months and months that he will ship it out and has not. Every time I contact him he makes up an excuse which I have proofs of. The business has been paid almost $700, refuses to refund me, and has not provided the product ordered. They have since stopped responding as of approx 3 weeks ago.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a pop up banner in July and only used it twice. While taking down in august the pole bent. It's not a strong product at all and the metal is very thin. The banner itself has the vinyl pieces string coming off and i have photos that are date and time stamped to prove how long i had it since i got the item. It wasnt even a month. I brought this item from this company on Etsy and tried to resolve my issue that way but since i already used it Etsy cant try to resolve issues if the item was received. This seller dont backup their products but take the customers money. I cant even use the item so it was a waste of my money. You can review the reviews from other buyers on their Etsy acct as they had this same issue. This company also *** their prices on edgy and have their prices for the same product on their website a lot cheaper.Since they didnt want to replace their thin metal pole, I would like a full refund back and they can always have this item. The banner itself is cheap, the pole is very thin and cheap and lastly the bag is very thin and fells like its made with paper. This company doesnt back their own products.

  Business response

  11/13/2023

  Thank you for reaching out to us and sharing your concerns regarding your recent purchase, order number **********, delivered on July 11 via *** (tracking number 1Z96985EP232819831). We take customer feedback seriously and strive to ensure satisfaction with all our products.
  We understand your disappointment with the pop-up banner and the issues you've faced. After carefully reviewing the photos you provided and analyzing the situation, it appears that the product may have been subjected to handling that deviates from our recommended guidelines. Our assessment suggests that the damage to the pole and banner might be due to significant force or misuse, rather than a manufacturing defect.
  We always encourage our customers to follow the provided setup instructions carefully to prevent any accidental damage. Unfortunately, as the product was not returned to us, we are limited in our ability to fully assess the condition.
  While we empathize with your situation, our policy on refunds and replacements takes into account the nature of the product's usage and the time elapsed since purchase. Given the circumstances, and considering that the product was used and not returned, we are unable to offer a full refund or replacement in this case.
  We value your business and would like to offer a goodwill gesture to help rectify your experience. Please let us know if there's another way we can assist you or if there are any other products you might be interested in. Our team is committed to ensuring your satisfaction and we hope to have the opportunity to serve you better in the future.
  Thank you for your understanding.
  Sincerely,

  Customer response

  11/16/2023

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

  Customer response

  11/17/2023

  This information that is coming from the business is not what was told to me from the supposedly owner ****** in my communication with him on 8/9/23 when I advised him of my issues and did a report on Etsy. He not once said i could retuned it or other options. I have had multiple pop up banners and have had them for years and they are fine so I know how to properly assemble and work the item. This item is clearly cheap and made with cheap material. This is an ongoing issue with your item as you can tell from the reviews from some of your customer as they stated the same with the cheap material. Youre not standing by your product at all. You cant blame your customers on the thin and not good quality of your items. So please dont state that i didnt handle it the proper way. This item was only used twice and upon using it twice these issues were seen. This shouldnt happen if your item is made with good material and used with experienced customers. 
  You need to stand and respect your customers and stop trying to blame them. No vinyl should shred after the 
  you can review your reviews as i have seen many that state about your poorly made items and your lack of customer service from ******. 
  own up on your items and refund me for this purchase. I dont mind sending this back on your expense. 
  i have screenshots from customers reviews that state the same thing 

  Business response

  11/21/2023

  Thank you for reaching out to us and sharing your concerns regarding your recent purchase, order number **********, delivered on July 11 via *** (tracking number 1Z96985EP232819831). We take customer feedback seriously and strive to ensure satisfaction with all our products.
  We understand your disappointment with the pop-up banner and the issues you've faced. After carefully reviewing the photos you provided and analyzing the situation, it appears that the product may have been subjected to handling that deviates from our recommended guidelines. Our assessment suggests that the damage to the pole and banner might be due to significant force or misuse, rather than a manufacturing defect.
  We always encourage our customers to follow the provided setup instructions carefully to prevent any accidental damage. Unfortunately, as the product was not returned to us, we are limited in our ability to fully assess the condition.
  While we empathize with your situation, our policy on refunds and replacements takes into account the nature of the product's usage and the time elapsed since purchase. Given the circumstances, and considering that the product was used and not returned, we are unable to offer a full refund or replacement in this case.
  We value your business and would like to offer a goodwill gesture to help rectify your experience. Please let us know if there's another way we can assist you or if there are any other products you might be interested in. Our team is committed to ensuring your satisfaction and we hope to have the opportunity to serve you better in the future.
  Thank you for your understanding.
  Sincerely,

  Customer response

  11/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: this business and company is a joke. They just copy and paste the same response without even reviewing that I contacted them less than 30 days of receipt in the item. I have work with marketing items for over 20 years. I know how to use install a proper put away items. Your products are cheap, and you do not stand behind them, as previously stated from other customers, and had the same issues. I already reached out to your owner and even ask about returning or getting a new home so your response about not returning item in a timely manner. It was never giving me the option to do so by your owner. If no resolution is resolved, I will just fall in dispute with my card company related to this transaction.

  
  This information that is coming from the business is not what was told to me from the supposedly owner ****** in my communication with him on 8/9/23 when I advised him of my issues and did a report on Etsy. He not once said i could retuned it or other options. I have had multiple pop up banners and have had them for years and they are fine so I know how to properly assemble and work the item. This item is clearly cheap and made with cheap material. This is an ongoing issue with your item as you can tell from the reviews from some of your customer as they stated the same with the cheap material. Youre not standing by your product at all. You cant blame your customers on the thin and not good quality of your items. So please dont state that i didnt handle it the proper way. This item was only used twice and upon using it twice these issues were seen. This shouldnt happen if your item is made with good material and used with experienced customers. 
  You need to stand and respect your customers and stop trying to blame them. No vinyl should shred after the 
  you can review your reviews as i have seen many that state about your poorly made items and your lack of customer service from ******. 
  own up on your items and refund me for this purchase. I dont mind sending this back on your expense. 
  i have screenshots from customers reviews that state the same thing 
  Sincerely,
  
  *******************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I order a custom 10x10 logo canopy/ tent for my son football team. September 23, 2022 through Etsy. Everything seemed okay I was back and forth with them editing the logo, once we agree I pay the full amount of $585.75 USD. I get notified that I will get this package in two shipments one the aluminum tent and one the custom cover. Well is been almost 5 months and ** still waiting on my order. I have contact them and they say they are going to return my call, emails, and they havent! I also had requested my refund and havent received anything!I am very disappointed with this fraud Bussines, because I had told them I was pregnant and if they can help me deliver it fast that will help. I could of used this $500.00 for my babies needs.

  Business response

  12/01/2022

  Hello,

  We are not aware of any complaint. The payment went to Exposmart and not to Printlino.
  
  According to my records, this tent was shipped with FedEx FedEx 277299080450. I send a copy of the tent roof we make.

   

*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. ↩