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:03/25/2025

  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.

  We purchased a backdrop display for tradeshows approximately 10 months ago, and unfortunately, the product has been problematic since the beginning. The fabric backdrop does not fit securely into the frame and frequently comes loose during events. Weve had to come up with our own temporary fixessuch as buying and using shimsjust to keep the display functional.This particular order cost us around $4,200, and in total, weve spent close to $10,000 with this vendor. Given the amount weve invested, its especially disappointing to be dealing with a basic product defectand even more frustrating to experience such poor customer service.Ive reached out to customer support several times to try to resolve this issue. Communication has been inconsistent and difficult. Most recently, after spending time chatting with a representative, I was asked to submit a support ticket, which I did immediately. The next morning, I saw the ticket had been marked as resolved without any communication or actual resolution.All Im asking for is help addressing this issue, which I believe could be solved by adding some rubber pieces sewn into the fabric to help it stay in place. Im not asking for a full replacement and would even be willing to purchase the partsif someone would just work with me to identify a *********** this point, it feels like the company is not interested in resolving the issue or maintaining relationships with long-term customers. I just want to speak with someone who can help.

  

  Business Response

  Date: 03/29/2025

  Hello *****,
  
  We sincerely apologize for the inconvenience caused.
  
  We always strive to provide high-quality products and offer a 180-day warranty, as stated on our website. For your reference, please find the attached screenshot detailing the warranty time frame.
  
  Upon reviewing your order details, we found that the warranty period for this order has already passed. Additionally, after verifying the details on our end, it appears that the issue is related to installation. Our team has contacted you via email and provided guidance and proper assistance for correct installation.
  
  Furthermore, we did not receive any product issue inquiries within the warranty period. The communications we received were pre-sales inquiries related to purchasing products or requesting installation guides, and our team provided assistance accordingly.
  
  If you have any further concerns, please feel free to contact our team, they will be happy to assist you.
  
  Thank you.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23113132
  
  I am rejecting this response because:
  regardless of how long your warranty period is the product does not work as intended. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/02/2025

  Hello *****,

  We're sorry to hear that you're not satisfied with the product.

  After reviewing the images you provided, it appears that the fabric edges were not installed properly, which may be affecting the product's functionality. Our team has already reached out and shared a video explaining the installation error. The edges should be folded before being inserted into the hardware, but it seems they were installed directly without folding inward. Additionally, our team is available to assist with the connectors to align the two frames in a straight line.

  As mentioned, the 180-day warranty period has expired, as the order was delivered in July 2024. Unfortunately, we can only provide a resolution if the product falls within the warranty coverage.

  However, as customer satisfaction is our priority, wed like to offer you a $100 store credit, which will be added to your account. You can use this credit on your next purchase within 180 days from the date it is issued. Any other applicable discounts can also be combined with the store credit as per our offer terms.

  Please let us know if youre comfortable with this resolution so we can proceed with adding the credit to your account.

  Thank you!

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23113132
  
  I am rejecting this response because: This does not resolve our issue. We do not want a $100. We want to be able to use what we have. We spent close to $5000 on this order. We should be able to properly use it.

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

• Initial Complaint

  Date:01/29/2025

  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 an order with Banner buzz, took over 20 days to product 4 very basic items. All of them came wrong. Logo had wrong color, window decal that was for inside, came for outside. Shirts were awful quality. **************** was awful in dealing with the issue and instead of resolving it, kept asking for more photos and waiting my time with multiple calls. Their final response came saying that they do not guarantee exact color matching and that even tho I sent them the exact color code, I should have sent Pantone + Color Bridge Coated colors but never once did their design team mentioned that or asked for a different color code. I've uploaded my logo sticker with the right color place in the "green" area of the logo decal they sent me.

  

  Business Response

  Date: 01/30/2025

  Hello ******, 
  
  We are sorry for the inconvenience caused to you.
  
  As per your concern, all of the products have been shipped out same as per the received order details. Please find the attached invoice for your reference.
  
  Delivery Timeframe:
  The delivery date depends on the shipping method selected at checkout. Your order was scheduled for delivery on January 29th but arrived ahead of schedule. For urgent orders, we offer multiple shipping options at checkout to accommodate faster delivery needs. Please find the below tracking details for your reference. 
  
  FedEx Tracking Number: ************ and 771642999108
  
  Decal Application:
  Only one decal was ordered with the inside glass application, and it has been processed accordingly. All other decals were processed with the outside application.
  
  Color Discrepancy in Decals:
  Your order was processed using the exact color code you provided: #DFE0D2. However, please note that BannerBuzz does not guarantee exact color matching, as printed colors may vary slightly from what appears on a screen or monitor. This is stated in our Terms of Use. For the best match, we recommend providing Pantone + Color Bridge Coated colors, which were not included in your order. This option is available on the product page, allowing customers to enter the code while placing their order. The design team will process the order based on the provided details.

  Top Quality:
  The product has been shipped according to the specifications listed on the website.

  That said, as your satisfaction is our priority, we have initiated a refund request for your order. Once approved, it will be processed within two business days, and depending on your bank, the amount may take up to seven business days to reflect in your account.
  
  As your feedback is important to us, we will surely consider it to make the customer experience better. If you have any other concerns then kindly let us know, we will be more than happy to assist you with the same.
  
  Thank you. 

• Initial Complaint

  Date:09/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My event date was September 21st. On August 26th I ordered a banner that had no issues. The team fixed exactly what i needed. Because of the good experience, on August 30th i went back for a time sensitive product. I had to go back and forth back and forth with your design team. Things were different with this product for whatever reason. Finally after multiple phone calls, I was finally informed that art work needed to be redone. So i was had to do a different form of design through the online design tool. I was told the item would go be here on the 10th. Instead! I got a text message on the 10th saying my item couldn't be delivered because Afterpay didnt migrate over the right customer information. Ive had to cancel my event because we all of our appointments for marketing at our community partners locations are unable to be done because we dont have our display for the table.

  

  Business Response

  Date: 09/14/2024

  Hi ******,
  
  We sincerely apologize for the negative experience you had with us.
  
  At BannerBuzz, we always aim to provide fast and efficient service to all our customers. After reviewing your order details, we understand your concern about the delay. 
  
  Upon your confirmation over the call, we have manufactured and shipped out the Stretch Table Covers. Please find the below tracking details for your reference. It will be delivered to you soon, before the 21st of September. 
  
  FedEx Tracking Number: 778513035119
  
  However, since you faced an issue, we can provide you the full refund of the Stretch Table Covers as your satisfaction is our priority. If you are fine with the same, then kindly confirm so we can proceed further with the refund process of the order (US322680801725053670). 
  
  We are sorry to inform you that we will not be able to provide you the refund of the Outdoor Banner product (First purchase, US322060801724274386) as it was delivered on time as per the updated shipping method. 
  
  Thank you. 

• Initial Complaint

  Date:08/13/2024

  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.

  I placed an order with BannerBuzz on June 1, 2024 for a custom canopy. This canopy was to replace the original one bought several years prior that faded and be used with the original hardware (frame). I noted that in my order. I provided the original design, order number and asked that the background simply be changed from blue to white. The canopy arrived and doesn't fit the frame. I opened my first of three tickets on July 1, following all of their instructions to take videos and pictures (found here ************************************************************************************). Tickets were closed essentially saying, try again we don't know what we're doing, open a new ticket. Four more tickets followed from July 1 to Aug 8, each were closed with no contact. Ticket numbers are ********, ********, ********, ********, and ********. Each ticket I stated that I am following direction to open a new one, referenced the original and ask that the ticket is not closed. I now see the original ticket ******** status is Waiting on Third Party with no notes and no contact to me. I don't know who the third party even is. All videos and pictures can be found in the ****** drive listed above. Uploaded is a photo showing the difference in canopy size.

  

  Business Response

  Date: 08/17/2024

  Hi *****, 
  
  We apologize for the inconvenience and appreciate your feedback. You are a valued customer, and we hope to work with you in the future for any advertising needs. We understand it may be difficult to reconsider after this experience, but we want to assure you that it wont happen again.
  
  As you have requested, we have refunded in full which will be credited to your account within 6 - 7 Business days. Please feel free to reach out to us if you have any further questions or concerns. 
  
  Thank you. 

  Customer Answer

  Date: 08/19/2024

   
  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:07/16/2024

  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.

  We ordered from this company twice before, and this most recent order, I ordered 2 banners from Bannerbuzz. Unfortunately, we only received one. I have gone back and forth with customer service without a resolution. They keep telling me that they send two, which they did not. They requested a video of the shipping tub and received banner, and I obliged and waited for a follow up. Never happened so I had to reach out to them. And they still kept saying that they sent two. We just want the other banner that we paid for and to never do business with this company again. I understand misakes happen, but the unprofessionalism of this company implying we are lying is beyond disgraceful. If we do not receive the banner or a refund within 48 hours, I am disputing the credit card charge. I am done trying to resolve the matter with this con artist company.

  

  Business Response

  Date: 07/18/2024

  Hello *******,

  We apologize for the inconvenience you experienced. We strive to deliver products exactly as ordered, perform quality checks before shipping, and provide efficient service to every customer. It's unfortunate that you encountered an issue.

  Upon reviewing your order details, we see that our team has contacted you via email and initiated a refund request for one of the banners as per your requirements. Once approved, the refund will be processed within 2 business days. Depending on your bank, it may take up to 7 business days for the amount to reflect in your account.

  If you have any other concerns, please let us know. We are more than happy to assist you.

  Thank you.

• Initial Complaint

  Date:05/23/2024

  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.

  Order #US314118811714442771 ************ absolutely refuses to do refunds and you'll end up running around in circles with random Indian customer service people. My order was placed months ago and I never received my business cards. They got stuck in *****, and when I asked where they were, they sent me the wrong tracking information multiple times. They then proceeded to tell me it's my problem and that I need to contact the courier. The only items I did receive were such poor quality that I asked for a refund on the order. I have gone back and forth with them 5 or six times over the past few months JUST TRYING TO GET MY MONEY BACK. Each time I get a new random Indian person who tries to convince me that they'll handle it and fix it. I NEEDED THIS STUFF BY A SPECIFIC DATE AND IT PASSED WEEKS AGO. I WANT A REFUND AND TO SPEAK TO SOMEONE STATESIDE. ************ is atrocious, spend more and use Zazzle, at least their all based in *******. Banner Buzz outsources EVERYTHING to *****. BEWARE. DO NOT USE THEM AND STAY FAR AWAY. ABSOLUTE SCAMMERS.

  

  Business Response

  Date: 05/27/2024

  Hello ******,
  
  We are sorry for the negative experience you had with us.
  
  After reviewing the order details, it appears that you have not received the custom business cards and are dissatisfied with the quality and printing of the *************** Display.
  
  We always look forward to delivering a quality product on time and providing efficient service to every customer. This is very unfortunate that you have faced an issue.
  
  As you have shared your concern with us, we have initiated a refund request for custom business cards and 3 *************** Displays as per your requirements. Once approved, it will be processed within 2 business days. Depending on your bank, the amount may take up to 7 business days to reflect in your account.
  
  Moreover, we will surely consider your feedback to make the customer experience better. If you have any other concerns, then kindly let us know; we will be more than happy to assist you.
  
  Thank you.

• Initial Complaint

  Date:05/17/2024

  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 purchased a custom imprinted canopy for my son's business on September 25, 2023. I ordered the 10X10 canopy advertised on the website, but when it arrived, and we tried to put it on the 10X10 frame we had, it turned out to be 5 inches short on each side. When I contacted Banner Buzz and told them, they said they recommend we buy their frame to fit the canopy. I pointed out several times that was like me ordering a 26" tire for my car, and they sent a 24" tire, so I should buy a car to fit the tire???? They are either ignorant or oblivious. Nowhere on the website does it say the frame must be ordered with the canopy or it may not fit. I will not throw more money down the drain to a company that says it guarantees its work, then refuses to fix the problem.

  

  Business Response

  Date: 05/21/2024

  Hello ****, 
  
  We are sorry for the inconvenience caused to you. 
  
  The canopy topper has been shipped out according to our standard process. Each company has its own unique manufacturing standards, so it is not guaranteed that products from different manufacturers will fit well together.
  
  Upon reviewing your order details, we see that you initiated a chargeback through PayPal, which has been resolved in your favor. The order amount should have been credited to your account. Unfortunately, we cannot take any further action. For updates, you can certainly check with the PayPal. 
  
  If you have any other concerns, please feel free to contact us. 
  
  Thank You. 

  Customer Answer

  Date: 05/21/2024

  Thank you for the response, however, on March 19, 2024, Pay Pal re-charged me for the charge back, as you can see from the attachment - they said I would have to take this up with my credit card company but I have not had any luck with them either. I just don't understand how you can advertise a canopy that is 10X10 and then send something 5 inches shorter all around, and think this is good business? I would appreciate any assistance you can provide. I am also including a copy of their website information - please note there is no disclaimer stating if you buy a 10X10 canopy - IT MAY NOT FIT! Thank you. *********************

  

  Business Response

  Date: 05/22/2024

  Hello ****, 
  
  We are sorry to note your disappointment. 
  
  However, as mentioned, the chargeback has already been closed in your favor. As a result, we do not have any amount to refund for your order. PayPal must have been credited the amount to your account. For further updates and assistance, please contact PayPal. Attached are screenshots of the chargeback status for your reference.
  
  Moreover, we will surely consider your feedback to make the customer experience better. 
  
  Thank You. 

  Customer Answer

  Date: 05/22/2024

  On February 15, Pay Pal put a stop on the payment to Banner Buzz and they ceased billing me the ****** in question. On March 19 Pay Pal reinstated the charge, as they said this was a matter for my credit card **************** I am still paying for the Banner Buzz charge on my account. It was not a  chargeback, but a hold on the charge while they investigated. Once they determined it was a credit card item, they reinstated the charge. This fee is still on my account with PayPal.

  Thank you for your assistance.

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

  

  Business Response

  Date: 05/23/2024

  Hello ****, 
  
  Thank you for your clarification and the additional details.
  
  Please be assured that we do not have any funds with us from your order since we lost the chargeback. 
  
  According to the "PayPal charge hold and re-charge" file you shared, the transaction on February 25th shows "-$423.79" and the transaction on March 19th shows "$423.79" without a minus sign. Considering that, it seems like amount has been credited to your account. 
  
  As previously mentioned, you can contact PayPal for further assistance. 
  
  Thank You. 

  Customer Answer

  Date: 05/23/2024

  Thank you, but your math is off AS USUAL.  Forgive the sarcasm, but this is laughable. The original charge was ****** in September. ****** was put on hold in February (making it a zero balance, BUT then it was recharged in March!!! so I still have a balance  of ******. Perhaps I need to draw a diagram.

  

  Business Response

  Date: 06/03/2024

  Hi ****,
  
  After reviewing your details, we understand that you are claiming that the amount has not been credited to your account. However, for further updates, we kindly request that you contact PayPal. We have already been charged a dispute fee of $15.00 and your order amount of $423.79 on May 6th. PayPal has withdrawn these funds for a chargeback settlement, which you can see in the attached PayPal settlement history. Unfortunately, we do not have any of your funds to refund, and we are unable to assist you further in this matter. Please be assured that we are not misleading you; all details have been verified on the PayPal portal.

  If you have any other concerns then kindly let us know, we will be more than happy to assist you. 

  Thank You. 

  
  

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21725425
  
  I am rejecting this response because: I already contacted PayPal and ************** and both institutions said that no such chargeback was issued to Banner Buzz. I also stated to Banner Buzz that this document does not prove that it was submitted by PayPal - their office logo is not present, no business address, no email return address. This could  easily have been created by anyone. According to Pay Pal, they determined in favor of Banner Buzz and the full amount was charge to me. I have reinstated my complaint with PayPal and **************.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/10/2024

  Hello ****,

  We empathize with your situation.

  Please be assured that the document submitted is directly from the PayPal portal. According to the previously shared document and screenshot, the case was closed in your favor, and the amount was debited from our account on May 6, 2024. We do not hold any funds on our end.

  Since you have faced an issue, we have contacted PayPal and had a word with ******. As we can see that a PayPal executive, ******, has contacted you and explained that you need to reach out to your financial institution for an update on the refund, as we are unable to assist you further with this matter.

  Thank You.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21725425
  
  I am rejecting this response because: I contacted both PayPal and ************** and have been informed that no such withdrawal of funds from Banner Buzz was ever  made on May 6 or at any other time. According to **************, as of yesterday they were still investigating the matter and would inform me if and when a debit of funds from Banner Buzz would be refunded to me. Banner Buzz submitted tome a note showing the funds debited from their account, however, there was no letterhead or identifying information from Pay Pal or **************, which is why I questioned the validity immediately. I believe they are trying once again to defraud me. Thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/02/2024

  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 April 14, 2024 - I placed an online order for 500 business cards and 500 rack cards. The company took 5 days to provide the actual designs as requested (three separate times, they left things off of the proof that was on the original order). Once designs were approved, the company shipped my order in two parts. The business cards were received correctly designed on Friday, April 26. On Monday, April 29, I received a box of rack cards for a ************************ located in *********. I immediately called to alert the company. They requested a photo. I quickly complied. I was told they would re-ship my order. Imagine my surprise when I checked the online system that evening, and no "ticket" had been created. I created a ticket, attaching the same photos. On May 1, 2024, i received an email stating they understood the error and needed MORE PHOTOS (one of the box, and one of the label). I went in to attach the photos, but my ticket was closed. I opened another ticket and attached the 3 photos, and stated through the system I wished to have the order reshipped. On May 2, 2024 - I was emailed to say it would take at least 7 days to reproduce the order, and 5-7 additional days for shipping to the **. (Company is actually located in *****.) I was required to tell them if I wished them to proceed. I went online again, to find the ticket closed AGAIN. I then CALLED and was told that I must reply to the email. I replied YES, and requested to speak to a Supervisor. I was told **** (Supervisor) would contact me within an hour, he was too busy for a dissatisfied customer. This company deserves to lose their accreditation. ZERO urgency to correct THEIR shipping mistake and closing tickets before replacements had been mailed is INCOMPREHENSIBLE!!!!!

  

  Business Response

  Date: 05/03/2024

  Hello ****, 
  
  We are sorry for the negative experience you had with us. 
  
  Our aim is to deliver a fast and efficient service to every customer. However, upon checking the order details, we can certainly understand your concern, and this is not the ideal experience we want our customers to have at BannerBuzz.
  
  As we can see, one of our supervisors has called you back as per your request. Moreover, your feedback is important to us, we have forwarded it to the teams concerned to make the customer experience better.
  
  Rest assured, we've fast-tracked the process, and we're working to ship your product as quickly as possible. Your order is already in production, and we'll send you the tracking details once it leaves our facility.
  
  Thank You. 

  Customer Answer

  Date: 05/03/2024

   
  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:03/27/2024

  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 3/20/24 I placed a reorder of business cards I have gotten twice before. Knowing I needed them quickly, and that the files were on hand, I selected to not go through proofing. The original delivery date was April 3rd of 2024. Someone at Banner Buzz decided my files were not up to par, and sent a proof anyway. The proof wasn't any different than my files stored on my account. When they updated the delivery date to April 8th, I was upset and told them I would like expedited shipping comped, as I did not want a proof, I wanted them to be printed and sent quickly.I have been given the run around by more than five customer service reps. *** of which have tried to push my paying for upgraded shipping, until the chat rep said it was actually impossible to upgrade after payment, and that the cards were finished so a refund could not be issued. I was told that my order was "on hold" while we worked out a solution, why were the cards printed?At the end of talking with the chat rep, and finally getting him to upgrade my shipping (because they can absolutely do so) I was given a delivery date of 8-10 days from the 26th of March, around the originally promised delivery date.I late received an email that evening saying my order would still be arriving on April 8th, due to "unforseen delays". If my cards are fully finished, why would there be a delay? I requested a cancellation, when my order was supposedly "on hold" and hadn't entered production. They refused multiple times. I requested my shipping upgrade be comped then, so they'll arrive in time for my event and by the date I originally paid for. They refused every time I asked. I have also requested they cancel my order, and "reorder" it with expedited shipping since the cards are already there and no one has responded to this solution.I have emails and screenshots, I also have printed proof that these cards are up to standard based on the file already given, so the proofing process was completely avoidable.

  

  Business Response

  Date: 03/28/2024

  Hello, ****. We apologize for the inconvenience you have experienced with BannerBuzz. While we strive to provide the best possible service to all our customers, we recognize that mistakes can occur, and we are committed to learning from them.
  
  We understand that despite your re-order, a proof was sent, which subsequently pushed your delivery date, and you have been asked multiple times to expedite the order and pay for it. This error occurred because our agent inadvertently referenced your previous order details. We acknowledge that the delay is a result of our failure, and we take full responsibility for it.
  
  We want to assure you that we have already waived the excess charges and dispatched your order. We sincerely ask for your patience as we anticipate its arrival before the event date, and we hope it will meet your needs. In the event that you are unable to use the order for your event, we are committed to issuing a full refund.
  
  Additionally, we have responded to your email, aiming to gain a better understanding of your concerns and seeking a satisfactory resolution to this matter. We apologize once again for any inconvenience caused. 
  
  Thank you for your patience and understanding.
  
  Warm regards,
  BannerBuzz. 

  Customer Answer

  Date: 04/03/2024

   
  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. The order did arrive by the initially paid for delivery date. Im just upset I had to fight so hard for my simple order.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/26/2024

  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.

  On March 22nd, I ordered a flag from BannerBuzz for $36.78. The next day I received an email from their support, saying I can't have the item shipped to an *******, and that I should provide a physical address. I am an active duty servicemember currently overseas, and cannot do that. I requested to cancel the order, and the worker said "Since your order is not in production, we can certainly cancel it". They did continue trying to get another address from me, but I kept denying, as I would like my refund. At this point I was already frustrated as they hadn't explained why the can't ship to an APO box. Another support member took over the conversation, and said, quote:" And we do understand that as it could not be delivered to APO, so you wish to cancel it; however, the order has already been printed and packed, so we regret to inform you that we don't have the option to proceed with cancellation. "Clearly someone lied here. He also explained that *****, who they ship through, will not ship to an APO. I at least got the explaination, but it doesn't eliminate the fact that someone lied, and now I can't get my refund. Its only 40 dollars, but the staff still lied about the status of the order, and is refusing to make-up for their shortcoming.

  

  Business Response

  Date: 03/26/2024

  Dear *******,
  
  We sincerely apologize for any inconvenience and frustration you experienced, especially as an active duty servicemember relying on timely and reliable delivery, particularly to APO addresses.
  
  Upon thorough review of the details surrounding your interaction with our customer support team, we acknowledge the miscommunication regarding the status of your order and the potential for cancellation. We regret any confusion this may have caused and take full responsibility for the inconsistency in the information provided.
  
  Understanding the challenges associated with shipping to APO addresses, particularly to military installations or deployed personnel, we recognize the need for alternative solutions to ensure the satisfaction of our valued customers in such situations. While our primary shipping partner, ****** does not extend delivery services to APO addresses due to logistical constraints, we are committed to finding viable alternatives to meet your needs.
  
  As a gesture of goodwill and to rectify the situation, we have initiated a full refund for your order, totaling $36.78. Please allow 5-7 business days for the refund to reflect in your account.
  
  Once again, we extend our sincerest apologies for any inconvenience caused. We truly value your service and appreciate your understanding as we work to improve our processes to better serve you and all our customers.
  
  If you have any further questions or concerns, please do not hesitate to write to us at ************************************
  
  Sincerely,
  BannerBuzz