ComplaintsforPrinterpix

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a custom calendar on Sunday, August 25. Their website states that they have a 1-3 day production time, so I chose economy shipping which had a delivery time of 5-8 days. I initially contacted the company on September 5th when the status of my order started to say - internal server error - which concerned me. I was told that they were updating their software systems but not to worry - my order was in the last stages of production, but she couldnt tell me anything further. I sent my first email to the company on September 7th, because I was still nervous about the internal service message, and frustrated by the lack of information and dismissive nature of the *** that I spoke with. Ive attached my correspondences with the company. I received the same responses as the agent I spoke with in the first email I received. I responded with a detailed message stating my concerns, and I received the exact same response word for word but from a different agent. I let them know this, and received a response that they were escalating this request to a relevant department, and Id receive a tracking number sometime soon. I called the company the next day and was connected with a manager who was supposed to respond with an update the following day. I have received no response, my order still says internal server error when I check its status, and its now been 3 weeks since I placed my order and the occasion that I needed it for was today, so I have no use for this item anymore. I should have had this item in my hand by this past Wednesday at the latest. Instead Ive been disregarded and dismissed by agent after after agent and Im done with it. As a company you have an obligation to do what you say when you say youre going to do it. Never have I ever had to diligently contact a company for something that I ordered to have zero results. I want my order cancelled wand my charges refunded. I have emailed the company as well to make sure that this was clear to them.

  Business response

  09/23/2024

  Hello ****,
  
   
  Thank you for contacting Printerpix.
   
  This email is a confirmation that your refund of $37.32 has been processed for order# ********
  The reference ID is: Return Request No: RR-PIX202460930
  This may take 5 - 10 business days to appear back in your account, depending on your financial institution.
   
  If you have any queries, please do not hesitate to contact us.

  Customer response

  09/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I find that this resolution is the best outcome that I can expect. I received further correspondence from the company stating that a refund had been issued, but I would still receive my order, and a promise of a complimentary item to help make amends. I then received multiple emails asking me to confirm the receipt of my original purchase, which I have never received. I finally responded to the messages stating that fact, and was told that after further investigation there had been a technical issue with my order, and they could not complete it. FYI - its been a month since I placed this order with a 1-3 day promised turnaround. Im so disappointed that I didnt receive my item - it was a gift for a special occasion that has now turned into a dismal experience in deplorable customer service. Also, the promise of a complimentary item almost feels insulting. Why would I spend more time designing a product with your company when you were never able to deliver on the original product that I took the time and energy to design? Instead of a different, complimentary item, why wouldnt you just send me the one that I ordered?? 
  Regardless, my charges were finally refunded from the company, and I have seen them reflected in my account,

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

• Initial Complaint

  09/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have ordered from this company more than once now, and each time the package was delivered to the wrong address due to using Apple Pay and it changing the shipping address to an old address that I dont have access to. I usually make these orders as gifts and have them sent straight to the recipient. Well, each time I always catch it on the confirmation email and reach out to support immediately after ordering before the package ships to have it corrected and each time Ive been reassured by the representative *************************** that she has fixed the problem and would be delivered to the right address and even sends a new confirmation with the correct address. Until I receive the shipping confirmation tracking number, and it stills gets sent to the ORIGINAL WRONG ADDRESS after *************************** sends a new confirmation with the new address that must be edited/fake. I have never received any type of compensation or refund for all the inconveniences and lies that Ive been told with this company.

  Business response

  09/10/2024

  Hello *******,
  
  Thank you for contacting PrinterPix.
  
  
  We extend to you our sincere apologies for the inconvenience caused.
  
  
  Before processing the further request, I don't want to lose you as one of our preferred customers, I would ask for a chance to serve you better and process a replacement for this order.
  
  
  We are happy to process a replacement for this order. Kindly confirm the shipping address again, and we will ensure we get it right this time. 
  
  That being said, rest assured that we will get this issue sorted out for you. Once again, I sincerely apologize for any inconvenience caused.
  
  
  I look forward to hearing from you soon.
  
  
  Stay Safe! With love and care from Printerpix!

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Father's Day gift, charged in 6/10. I paid for expedited shipping to get it on time. The delivery date was supposed to be the day before Father's Day. It arrived the day after father's day. I called and the last I spoke with promised to refund the shipping cost. That was almost 3 months ago. I called today since I still never received the refund. The first guy I spoke to told me I was already refunded, then when I told him I was not refunded he said to hold and he just hung up on me. I called back, the last I spoke with told me that I already raised a dispute and that proof of delivery was given to me so no refund. I told her it was delivered late and I was already promised a refund if shipping. She said no I'm not gonna get any refund because it's already resolved internally. This company is ran horribly. It seems like these customer service **** on the phone just say whatever to get you offer the phone. I've been hung up twice in total from their ****.

  Business response

  08/13/2024

  Hello *****,
  
  Thank you for writing to us at Printerpix.
  
   We'd like to confirm that your order was shipped from our manufacturing facility and Your item was delivered at the front door or porch at 11:48 am on June 18, 2024, in HOMESTEAD, ** 33033.
  
  ********************************************************************************
  
  
  We want to confirm that your refund of Shipping charges $11.99 has been processed for order# ********.
  
  The reference ID is Return Request No: RR-PIX202460270.
  
  This may take 5 - 10 business days to appear back in your account, depending on your financial institution.
  
  
  Feel free to contact us if you have any questions.
  
  We will be happy to help you.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a customizable blanket as a gift for my best friend. When I placed the order I used Apple Pay which changed my shipping address to an older address. I tried to contact them 7 minutes after placing the order and could not get a hold of anyone. I called again the next day, there was 2 phone numbers, one was for the UK and the other was an automated line that told me to call back during business hours even though the website says available 24/7. Then I get an email a couple of hours later telling me that the custom blanket I ordered has already been shipped which feels impossible. Then today, less than ************************************************************************************* they can send out a replacement if I pay for shipping. None of that makes any sense so I asked for a refund instead and they told me I dont qualify for a refund because I didnt reach out 24 hours after placing the ordereven though it was 7 minutes and I have proof of that. I included the screenshots of my email I sent and the email of order confirmation. Im also including the numbers I called that I got off their website and my receipt, with time stamps showing it was less than 24 hours after placing the order. Either this is a scam company or they run a messy business.

  Business response

  08/07/2024

  Hello *****,
  
  Thank you for writing to us at Printerpix.
  
   We'd like to confirm that your order was shipped from our manufacturing facility to the following mailing address and delivered on August/5/2024 at 9:30 AM:
  
  KAYLA H
  *******************
  PROVO
  **** 84606
  ***
  
  *****************************************************************************************
  
  We sincerely apologize for any inconvenience caused.
  
  
  Feel free to contact us if you have any questions.
  
  We will be happy to help you.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received this ******* ***** with a hole in the bottom. It appears the hole is for some kind of stand to prop the photo up. I contacted Printerpix numerous times and continue to get the complete runaround. I sent them pictures to explain a part was missing and they replied saying that it had been escalated and the part would be sent. 3 weeks later no part so I just followed up and now they say the photo stand piece is a separate item I must purchase!! I explained this is false advertising because their website clearly depicts a ******* ***** with some type of diamond stand where the hole is in my product. Why would I purchase a photo that lies flat on a surface? A complete lie because if that was the case I would have been given that option at checkout. The photos of the same product on their website clearly depicts some sort of ******* stand to prop up this product. The worst customer service I have ever experienced, I wish I would have read these reviews first. Complete fraud and false advertising. All I am asking for is the missing part or a complete refund of the money I wasted on a product falsely advertised.

  Business response

  08/07/2024

  Hello ******,
   
  Thank you for contacting Printerpix.
   
  This email is a confirmation that your refund of $16.16 has been processed for order# ********
  The reference ID is: Return Request No: RR-PIX202460104 
  
  This may take 5 - 10 business days to appear back in your account, depending on your financial institution.
   
  If you have any queries, please do not hesitate to contact us.

  Customer response

  08/12/2024

   
  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

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a Rush handling picture book with a selected delivery date of 7/25/24. I placed The order on 7/16/24. I have yet to receive the item, the hold times to get through on the phone are over an hour and impossible. The emails barely get answered and they lie everytime. I was Told 3-5 business days for production. We are at 7/31:24 and my item status has not changed and I cannot Get to a manager. I feel this company has ripped me off!

  Business response

  08/02/2024

  Hello,
  
  Thank you for writing to us at Printerpix.
  
   We'd like to confirm that your order was shipped from our manufacturing facility to the following mailing address and Estimated delivery Today, August 02 between 1:45 P.M. - 5:45 P.M:
  
  *****************************
  ***************
  ******
  ******* 30132-4497
  ***
  
  ***************************************************************************************************
  
  We have offered a refund of $5, from the order for the delay caused as discussed with you by CSR team.
  
  We sincerely apologize for any inconvenience caused.
  
  
  Feel free to contact us if you have any questions.
  We will be happy to help you.
  
  

  Customer response

  08/02/2024

  The *** tracking information provided by printerpix says that 2 shipments, are being shipped to *****, **. I ordered 1 picture book, and I live In ******, ** that tracking information provided is not my shipment nor to my address. 

  Customer response

  08/02/2024

  The *** tracking information is not for my mailing address as you see in the pictures that it is being delivered to *****, ** and my address is in ******, **. Also that says 2 shipments. I only have one picture book. There is also a picture of my order status on their website. This is inaccurate information provided. 

  Customer response

  08/02/2024

  Hello, 

  my item with the link the company provided to BBB the items were delivered to *****, ** not to my address as they stated in the response to the BBB. 

  Customer response

  08/02/2024

  Ive attached an email from today 08/02/24 from PrinterPix, stating that ***** not *** as they stated in the response to the BBB has my package and now there is a new tracking number. I do Not know what to trust from this deceitful company. 

  Customer response

  08/05/2024

   
  Complaint: 22066201
  
  I am rejecting this response because:

  Date Sent: 8/2/2024 3:34:25 PM
  The *** tracking information is not for my mailing address as you see in the pictures that it is being delivered to *****, ** and my address is in ******, **. Also that says 2 shipments. I only have one picture book. There is also a picture of my order status on their website. This is inaccurate information provided. 
  
  Sincerely,
  
  *****************************

  Business response

  08/07/2024

  Hello,
  
  Thank you for writing to us at Printerpix.
  
   We'd like to confirm that your order was shipped from our manufacturing facility to the following mailing address and Delivered On Friday, August 02 at 3:31 P.M. at Receiver:
  
  *****************************
  ***************
  ******
  ******* 30132-4497
  ***
  
  ***************************************************************************************************
  
  We have offered a refund of $10, from the order for the delay caused as discussed with you by CSR team.
  
  We sincerely apologize for any inconvenience caused.
  
  
  Feel free to contact us if you have any questions.
  We will be happy to help you.

  Customer response

  08/07/2024

   
  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

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 2 photobooks from Printerpix on 4/24/24, order #********. When I received the photobooks, they contained a misprint. Initially I sent an email to ************************************ on 5/28/24, to see how to get this issue resolved because their website states, " Free returns, exchange, or money back guarantee on all orders." I received a response from *************************** on 5/29/24. The final email I received from **** on 6/4/ 24, stated, "While we are unable to alter the outcome of the previous order due to the automated nature of our systems, I would like to make amends by offering you a 50% discount on your new order with us. It is our priority to ensure that you receive the high-quality products you deserve." Not satisfied with this response I called Printerpix on 6/10/24 and spoke to *********************. **** sent an email recapping our conversation with instructions to mail the photobooks to ************************************ and to email a copy of my shipping receipt to ************************************. However, the package was returned to me with a message from the ************ "Return to Sender Unclaimed, Unable to Forward, Return to Sender." Therefore, I am requesting a total refund of $140.43, which includes the cost of the photobooks, $129.03 and shipping the package, $11.40. I then submitted a follow-up order #********, for 2 new photobooks on 6/20/2024. Initially I was told by *************************** via email on 6/4/24 that I would receive a 50% discount on a new order and that she would provide me with a discount code with my reply to her email. However, when I replied to her email, I received a response from ********************* instead of ****, informing me to place my order and that a refund for 50% of my total would be refunded. Upon placing my order, I emailed **** to inform her of my purchase and not received a response. I am requesting a refund for this order in the amount of $17.50. That is a grand total of $157.93.

  Business response

  08/01/2024

  Hello Crystal,
  
  We extend our sincere apologies for the inconvenience you were caused.
  
  We verified this situation. We would like to notify you that the project you made was printed exactly as your first purchase was. 
  
  Yes, we acknowledge that we only provide a 100% guarantee policy in the event that an issue arises during order shipment or from our production team.
  
  
  
  Since these are customized items, we are unable to verify the customized photos that our customers have provided; instead, we print the exact identical versions of the projects that you have given.
  
  On the other hand, our team provided a 50% discount on your subsequent purchase of two books of the same size, as well as a free order for two new books.
  
  The invoice for the complimentary order we had previously ordered for you is also attached as for reference.
  
  Please do not hesitate to contact us if you need more information.

  Customer response

  08/05/2024

   
  Complaint: 22039274
  
  I am rejecting this response because: Printerpix's refund policy states, "Our 100% Satisfaction Guarantee means we won't rest until you're happy-whether that takes a reprint of your order or a refund."  There are no stipulations to this policy.  I was not happy with the product, and I am requesting a full refund.  Also, when I reached out to Printerpix to request a refund, they were going to ***** my request as long as I mailed the two photobooks to them at the address they gave me, *****************************************, which I did, and they rejected the package (see attachment).  Furthermore, once the package was returned to me, I reached out to Printerpix on multiple occasions as referenced by screenshots I submitted in my initial BBB claim, and they would not respond.  Now as soon as I filed this claim, they are emailing me wanting to resolve the issue.  I want a full refund of $140.43 for my first order and I want a refund for $17.50 for my second order which totaled $34.99, because they promised me a 50% discount as referenced by the attached documents.  Thus, I am requesting a total refund of $157.93.

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

  Business response

  08/07/2024

  Hello Crystal,
  
  We extend our sincere apologies for the inconvenience you were caused.
  
  We verified this situation. We would like to notify you that the project you made was printed exactly as your first purchase was. 
  
  Yes, we acknowledge that we only provide a 100% guarantee policy in the event that an issue arises during order shipment or from our production team.
  
  
  
  Since these are customized items, we are unable to verify the customized photos that our customers have provided; instead, we print the exact identical versions of the projects that you have given.
  
  On the other hand, our team provided a 50% discount on your subsequent purchase of two books of the same size, as well as a free order for two new books.
  
  The invoice for the complimentary order we had previously ordered for you is also attached as for reference.
  
  Please do not hesitate to contact us if you need more information.

  Customer response

  08/07/2024

   
  Complaint: 22039274
  
  I am rejecting this response because:  I do not want to continue to dialogue with this vendor that is why I submitted my complaint to the BBB.  This vendor is not honoring their return policy.  I want a full refund.  I do not want their offer to purchase anything else from them.  Why would I accept their offer to purchase two free books when I am unsatisfied with their service.  This is ridiculous.  I am demanding a full refund.  I have reviewed this consumer's rating with the BBB, and they have several complaints that have been filed against them for this very issue. 

  If the BBB cannot help me then I plan to file a complaint with the ************************ and/or USA.gov.

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

  Customer response

  08/08/2024

  In the business' last response, they stated that they offered me a 50% discount on my subsequent order, however, I never received the discount.

   

  Thanks,

  ***************************

  Customer response

  08/08/2024

  In the business' last response, they stated that they offered me a 50% discount on my subsequent order, however, I never received the discount.

   

  Thanks,

  ***************************

  Business response

  08/13/2024

  Hello Crystal,
  
  We extend our sincere apologies for the inconvenience.
  
  Our CSR team made you an offer of two compensations after verifying this issue.
  
  One, we provided you two books at no additional cost, which were placed for you on June 19, 2024, under order number 64442998.
  
  Additionally, we gave a 50% discount on your next purchase of two books of the same size. This means that you should get in touch with us when you're ready to place your next order for the two books of the same size, and we'll help you take advantage of the 50% discount.
  
  As far as we can tell, following this problem, you haven't placed any orders with us.
  
  Please do not hesitate to contact us if you need more information.

  Customer response

  08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will accept the response even though I am not satisfied with the response.  I will write a review of this company and warn any potential customers to steer clear. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The items were never received and I was promised a refund multiple times and Never received it. I have tried to contact the company so many times and continue to get the runaround. This company always promises to follow through with a refund, but never does.

  Business response

  08/01/2024

  Hello *****,
  
  Thank you for writing to us at Printerpix.
  
   We'd like to confirm that your order was shipped from our manufacturing facility, and your item was delivered to a parcel locker at 2:53 pm on July 22, 2024 in ********, CA 92011.
  
  ****************************************************************************************
  
  We sincerely apologize for any inconvenience caused.
  
  
  Feel free to contact us if you have any questions.
  
  We will be happy to help you.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a blanket on 6/22/24. When it finally arrived I opened the package and the blanket was poorly crafted the color was awful and not right. They missed sewing the seam in multiple places. I contacted Printerpix they asked that I send pictures in an email so I did. After almost a week of not hearing a response I called and requested a refund and that I want to shipped the blanket back. They said they dont have free returns but on their website it clearly states free returns. I went ahead and paid almost $12.00 to ship it back to them. 7 days later it was back on my front porch. I called them again and I keep getting the run around on how to handle on get my refund back. Ive been on hold sometimes for over 2 hours. This is a pathetic excuse. Please help me resolve this and get my refund.

  Business response

  07/23/2024

  Hello *******,
  
  Thank you for contacting PrinterPix.
  
  
  
  We extend to you our sincere apologies for the inconvenience caused.
  
  This email is a confirmation that your refund of $103.76 has been processed for order# ********.
  
  The reference ID is: Return Request No: RR-PIX202459704
  
  This may take 5 - 10 business days to appear back in your account, depending on your financial institution.
   
  If you have any queries, please do not hesitate to contact us.
  
  

• Initial Complaint

  07/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  placed an order on 7/2/24. recieved emaikl confirmation order updates in 96 hours. no order update as of 7/14/24n submitted tickets 10 days ago and still no reply. send emails asking to cancel order and issue full refund. no replies

  Business response

  07/19/2024

  Hello ********,
  
  
  Thanks for contacting Printerpix. 
  
  Since there are more fraudulent transactions occurring, we usually conduct fraud verification over the phone to double-check the information provided; our concern team attempted to contact you over the phone several times, but we were unable, which is why the order was canceled.
  
  Please indicate if you would like to place an order with us or have your refund processed. If you would like to place an order, simply add your project to the cart, and we will take care of the rest.

  Customer response

  07/19/2024

   
  Complaint: 21988419
  
  I am rejecting this response because: there were no attempts to contact me nor was the amount refunded. i work for tmobile and there are no records of any call from the company, this a blatant lie and i have had to file a dispute with my bank due to no refund being issued from the fraudulant company. i have also filed with the ** in NM
  
  Sincerely,
  
  *************************************

  Business response

  07/23/2024

  Hello ********,
  
  Thank you for contacting PrinterPix.
  
  
  
  We extend to you our sincere apologies for the inconvenience caused.
  
  This email is a confirmation that your refund of $51.47 has been processed for order# ********.
  
  The reference ID is: Return Request No: RR-PIX202459618
  
  This may take 5 - 10 business days to appear back in your account, depending on your financial institution.
   
  If you have any queries, please do not hesitate to contact us.

*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. ↩