Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/02/2024

  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.

  - Bought a custom magazine as a birthday gift on ******. - Paid for 2 day express shipping so I would receive it in time. - Seller guaranteed item would ship on 11/27 for a delivery date of Dec 3rd. - Seller didn't ship on 11/27. They sent me a message saying they would ship on 11/29. - Today is Dec 2nd and the item still has not shipped. I've tried to contact them MULTIPLE times. Seller does not respond to emails and DOES NOT ANSWER THE PHONE. I needed this by Dec 3rd and it is clear now that I won't be receiving it in time. I had to order this elsewhere and would just like my money back.Poor ***************************** I would not ever use again.

  Business Response

  Date: 12/19/2024

  The order was cancelled and refunded in full back to the customer on December 3rd . 

• Initial Complaint

  Date:10/25/2024

  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.

  Hi,I ordered printed copies of a book I made and when they were delivered, they all had a defect on the back cover. I got in touch with customer service and after they asked me to send numerous videos and photographs of the defect, they still have not refunded me, not even a discount. The employee who I have been exchanging messages has been delaying this for over a week and I need some help getting a refund because I need to have these defected copies reprinted soon. I think if you send someone a product and it has a clear **** on the cover, that those should have been redone and sent to me in good condition. If they make an error, they should not have customers pay for that error. It's not right.Thank you for your help,Christjne

  Business Response

  Date: 10/29/2024

  
  We are in contact with the customer and we replied to them on October 25th, The order is being reprinted and our client is aware of this.

• Initial Complaint

  Date:04/30/2024

  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.

  Order #: ******* I spent an hour working with Mixams print specialist to ensure I uploaded my art prints correctly in time for an art show. I was informed to move the art in by the measure of the bleed to avoid the edges of the art being cut off. I received the prints and each one had an errant white edge. I reached out seeking a reprint due to the issue and they refused on the grounds that my art did not reach the edge of the paper. I informed them that I followed their print experts instructions and to please review the correspondence. Theyve ignored this email and all subsequent follow up emails. I am now out of close to $100 and without prints for my event. No one ever picks up their custom service phone number.

  Business Response

  Date: 05/14/2024

  Hi there

  We have worked with the customer on this order to fix their artwork to contain the correct amount of bleed and a reprint is underway for them as a gesture of goodwill with expedited shipping.

  Thanks

  Customer Answer

  Date: 05/15/2024

   
  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,
  
  Kit Grey

• Initial Complaint

  Date:02/01/2024

  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.

  Summary: The merchandise Mixam sent me was of shoddy quality and did not meet the specifications of my order, yet they offered me only a 15% refund.Full complaint: order *******, paid 12/7/23. I ordered a printing of 100 copies of a hardcover book. The book was supposed to include endpapers (a universal design component of hardcovers), in this case black ones. Mixams website features this explanation: Endpapers are double-folded sheets of paper made using slightly heavier paper stock than a book's inner pages. They appear just inside a books front and back covers. One half is attached to the book cover with durable adhesive, and the other is detached. In Mixams first printing of my book, each copy was missing the detached half of its endpapers, an error that Mixam graciously acknowledged by agreeing to do another printing free of charge. The second printing contained a similar error: the detached half of each black endpaper was again missing, and in their place was a white sheet of the lighter-weight interior paper stock, unattached to the black endpaper. It is an error that makes a hardcover book instantly recognizable as being of unprofessional quality.Mixam admitted that the books would look better with a black flysheet rather than a white one. But they dishonestly insisted that the two added sheets of white interior paper constituted endpapers, and they laughably claimed that the integrity, quality, and usability of the books are not effected. For that reason, Mixam said, they would offer me only a 15% refund.Although I explained repeatedly that the books did not meet the specifications of my order, that what they claimed were endpapers did not correspond with either their websites description of endpapers or the universal definition of endpapers, and that there was no way I could sell books of such obviously unprofessional quality, Mixam refused to ***** me a full refund, leaving me with 14 boxes of worthless books.

  Business Response

  Date: 02/02/2024

  We are aware of our clients concern and are sorry that the fixed and loose end pages do not match in color.
  However this is the only way we can produce this specification and quantity at this price, but we accept that this could have made clearer.
  The one page loose end papers are inserted at the very front and very back of the books by us and do not form part of of the printed artwork supplied by our client, these are blank pages that do not contain any artwork content or text and as such does not detract form the intention of the books content nor does this make the books unusable or able to be sold. The white loose end paper matches all of the inner pages and as all of the rest of the books are to a high quality and well produced and printed.
  We feel our offer of a 15% print cost refund is a fair offer in the circumstances.
  

  Customer Answer

  Date: 02/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their offer of a 15% refund.

  I accept the offer only because Im left with no other choice.

  I was pleased with the high quality of the photo reproductions in the books I ordered from Mixam, particularly for the price. But the sloppiness of the books binding was unacceptable.

  Mixams printers made a foolish binding error in the first round of printing and a similar error in the second. I resent that Im being forced to pay for their mistakes.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/29/2024

  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.

  I am a visual artist who has been publishing small edition books over the past few years. I recently printed an edition of 52 books with Mixam. I went through the proper steps in preparing my files, checked my proof, and even contacted production to confirm that my file looked good, since I had an issue with my sample book. I was assured by production that my file looked good and that they would take extra care with the allignment at the spine. When I received my books all the books had a visible line on the back cover from spill over at the spine. I immediately contacted customer service and sent images of the problem. **************** responded that there is up to .08 inches movement acceptable in printing. I asked for a reprint in two communications, but did not receive any accommodation of a reprint or discount. After not hearing back, I had to give up pursuing a reprint and move forward to meet my scheduled release date. I ended up manually covering the line with marker, which helped to camouflage Mixams printing error. If the movement at the spine is a common problem, this should be clearly communicated at production, not after the books are printed. I am just a small customer, but when Im paying $20 a book, I would expect the quality to be better. I should also mention that there is no opportunity to speak directly with customer service. All communications happen through messages and email, so there is a built in delay in problem resolution. I believe Mixam intentionally makes it hard to get any resolution in hopes that customers will simply give up. I am dissatisfied with my experience with this company and will not use them again.

  Business Response

  Date: 01/31/2024

  The customer has challenged movement on the cover and spines of the books, this is still being investigated, but sadly the person handing this complaint had to take emergency leave on the 22nd January due to a sudden bereavement of a close family member, we have added an out office message to their emails, but as the customer had emailed us back before this happened, they would not have known the alternative email address to contact us on. We can now reach out to the client again to continue discussing this with them and to reach a resolution.

• Initial Complaint

  Date:06/06/2023

  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.

  I tried out Mixam in early May 2023.I was pretty pumped to get my zines from Mixam (order no. *******) until I opened one of my boxes only to find glaring printer errors that did not match my proof.Mixam had made glaring printing errors in every one of the hundreds of copies of my zine I ordered through them intended for an upcoming event.These printing issues were so obvious (and so unlike my proof) that had a human being taken ***************************************************************************** they'd have caught it and that's probably where this saga would have ended.And if not, surely they'd just send me a new order of corrected prints as quickly as possible, right?Nope.Instead of efficiently and quickly resolving the issue by just sending the corrected reprints next day air, Mixam flung me into its deluged support pit, where I've now dwelled for over a week (order no. ). Here in the support pit, a series of often confused Mixam support reps pop in daily to tell me they're making every effort to have my zines shipped to me before the rapidly approaching event.However, I've seen no sign of getting my replacements and my deadline is now a week away. Inexplicably, they keep asking me to log into my account and perform manual steps, again and again.But what pushed me to finally make this review was really something else: Mixam today informed me that the amount I paid on my original order was not enough because they've since introduced a new tax charge.Now that's new. No company I've ever dealt with has had the nerve to try something like that.What a nightmare! Hours spent dealing with support and nowhere near resolution for a simple and straightforward problem. And now they want me to pay *more* for them to reprint an order they clearly and openly screwed up.How can a company operate like this? Is this tax stuff even legal? This is easily one of the very worst customer experiences I've encountered in a very long time.

  Business Response

  Date: 06/07/2023

  A full value order credit has been applied and the customer has reordered using these funds. the complaint is resolved

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20151735
  
  I am rejecting this response because:

  I have not received my order. Additionally, I note that the company did not address its attempt to hit me with a bizarre new fee after for the order they openly botched.

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

  Business Response

  Date: 06/20/2023

  Order *******, is a new order separate to the original complaint order and this has been delivered on June 19th as per attached screenshot and in line with the Estimated shipping and delivery dates within the order, the Tax was written off for the client, but this was due to new tax Nexus charges being introduced between the first order being placed and this order, but we have removed that cost for the client. All existing complaint issues have been resolved and the new order has been delivered. We consider this now closed. There was a new complaint for another order 1025715,  but that has now been resolved with reprints which are in progress. We can see no outstanding issues open or any further contact from the client since June 16th.

• Initial Complaint

  Date:05/08/2023

  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.

  I printed comic books with the company Mixam. We have done business with them on multiple occasions. This most recent event is the only time Ive had an issue with said company. On January 26, 2023 I ordered ***** copies for my independent comic book. Item #1, 800 copies had a cover with a title and item #2, 200 copies had a special artwork cover. The total cost with shipping and taxes came to $3203.67. We have always done a digital confirmation in the past and had no issues at all. This time around 800+ copies of item #1 were cut too short which caused some of the artwork and lettering to be cut off. 180 copies of item #2 had a white line along the cover that should not have been there. We were also missing 20 of the item #2s. None of these issues were present once we confirmed the digital proof. The items were delivered on February 13, 2023. The boxes were damaged on top of the improper cut and white line on the covers. We proceeded with the refund process on February 14, 2023. We followed the instructions given to ** by Mixams care team. Then contact with their care team slowed down immensely. I had to call every week for 8 weeks to get a reply back to my emails and submissions. Then on April 20, 2023 they agreed to refund ** half of time #1 but said there was nothing they could do for item #2. Again, the white line on the cover was not in the original artwork file so that had to be a mistake on *****************. Now it is May 8, 2023 and I have not heard back from their care team. *** sent multiple emails and called again in order for someone to reach out for more information on my refund. Im not sure what else to do thats why Im reaching out to the Better Business Bureau to hopefully resolve this situation.

  Business Response

  Date: 05/19/2023

  The refund has now been actioned and client contacted

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair 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 spent about ***** dollars on Order ******. It arrived two days late, with next to no protective packaging. It had snowed today, and the box was wet, meaning the books are unsellable and I am out ***** dollars. The company said their US reps can't issue refunds in spite of over 20 images sent of the extent of this damage.While I understand that they cannot control the water damage from **** it could have been avoided or mitigated if they had put any level of protective packaging on this extremely expensive order.In addition to the careless condition of the shipping, the actual print job was abysmal. There were imperfections on almost every page that were not present in the manuscript, such as scratches, dots, and weird markings everywhere, and even the few books that were not damaged by the callous nature of the company's packaging were unsellable and amateurish. The images in the book look like photocopies.Attachments below for images of both the exterior damage and poor print that was delivered. I am now waiting on a reasonable resolution from Mixam on this exceptionally frustrating situation, and I am open to changing this review pending that. But that has not happened yet and I am now out a month's rent and I have to explain this nonsense to 75 people who ordered my book.

  Business Response

  Date: 03/01/2023

  This complaint has been resolved with the client.

  Customer Answer

  Date: 03/07/2023

   
  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,
  
  ***********************