ComplaintsforSuperValueChecks

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered checks for new bank account November 9, 2023 and have not received them. When I click on check status and enter my info I get an error message. I contacted them 1x asking for a refund and explained that I would contact BBB if my refund was not processed in timely manner.

  

  Business response

  11/30/2023

  We reached out to **************** by phone and email immediately after receiving her complaint. She requested a refund for her order shipped via **** and we honored our satisfaction guaranteed policy. We transmitted a refund on 11/28/23. If she has not already received her order, it should arrive any day now. We are committed to ensuring every SuperValue Checks customer is 100% satisfied with their order.

  Customer response

  11/30/2023

   
  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,
  
  *************************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  THE COMPANY CLAIMS HEADQUARTERS ARE IN **************, ****. WHEN THE ***** WAS PLACED, I WAS ASSURED THAT ALL OF THE PRINTING WAS BEING DONE IN **************, ****. AFTER 1 WEEK I CALLED TO GET TRACKING FOR THE ***** AND WAS GIVEN A TRACKING NUMBER FOR ***** THE TRACKING SHOWS THE PACKAGE BEING SHIPPED FROM *******, **. I CALLED THE COMPANY BACK AND THEY SAID THEY ONLY SHIP FROM **************, ****. I TOLD THEM COULDN'T BE POSSIBLE BECAUSE THE SHIPMENT WAS COMING OUT OF *******, **. I ASKED SEVERAL TIMES IF THE PRINTING WAS BEING DONE IN *****. I WAS ASSURED IT WAS NOT, HOWEVER, THE ACTUAL SHIPPING PARTNER IS DHL GLOBAL SHIPPING. I HAVE RECEIVED MANY PACKAGES FROM ***** AND, THE PREFERRED SHIPPER IS DHL GLOBAL SHIPPING. WHEN I CALLED BACK, THE PERSON ON THE ***** SAID THEY HAD JUST FOUND OUT THAT THEY HAVE A NEW PRINTING PLANT IN *******, **. I CHECKED *******, ** AND ************** **** FOR A BUSINESS NAMED SUPER VALUE CHECKS AND COULD FIND ONLY A PO BOX IN ****. I SAID IF THAT WAS THE ***** WHY WAS THE PACKAGE GOING TO TAKE 12 DAYS TO SHIP FROM *******, **. THEY SAID THAT WAS GROUND SHPPING FROM **. I SHIP EVERY DAY FROM ********** TO THE EAST COAST VIA ***** IT NEVER TAKES 12 DAYS **********. I WOULD LIKE A FULL REFUND FOR THIS ***** DUE TO FALSE ADVERTISING. I ALSO WOULD NEVER HAVE *****ED THE CHECKS IF I NEW THEY WERE BEING PRINTED IN *****. I WOULD NEVER HAVE GIVEN MY SECURE BANKING INFORMATION TO A COMPANY THAT WAS GOING TO SEND IT TO *****,

  

  Business response

  11/08/2023

  We reached out to ****************** immediately by voicemail and email after receiving her complaint on Friday, 11/3. We have not yet heard back, but want to reassure her that all our products are made in ******* and her order was securely printed and shipped from ************** as indicated by her shipment tracking. Our customer service supervisor attempted to reach out by phone again on Monday, 11/6.
  
  As the customer service representative let her know, we did recently transition our check printing facility which may have caused the confusion. The **** address ****************** is referring to on our website remains in use for order processing, but not for check printing. Once electronically processed and verified for security, all check orders are printed and shipped from our ** facility via trackable DHL delivery.
  
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered checks from this company. Paid an absurd amount of money for "**** delivery". It has been 3 weeks and all it keeps saying is "IN PRODUCTION". I contacted the company wanting to cancel my order, and they said they can not because it is "IN PRODUCTION". I asked them about their "100% CUSTOMER SATISFACTION GUARANTEE" and they had no response. I sent an email through their website today waiting for a response.

  

  Business response

  10/24/2023

  We immediately contacted ********************** on Thursday, 10/19/23 after receiving his complaint regarding a delay with his order. We responded to the customer by email and also left him a voicemail letting him know we apologize for the delay in production and that he would receive both his order and a full refund. His order was shipped out on Friday, 10/20/23. Our ******** Service Supervisor reached out again on 10/23/23 to ask how he'd like to receive his refund and ********************** requested it be deposited into his account. We honored our Satisfaction Guaranteed policy and transmitted the refund on 10/24/23.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered checks 11/12/2021 for $6.43 never arrived, had a couple surgeries and the order was forgotten about, never received *********************** today and stated they will send out a "Check" for $6.43 as refund Do not trust a refund sent by mail if they cant even send the order through the mail Submitting a complaint as backup, in case the check does not arrive...

  

  Business response

  02/08/2022

  Our customer service supervisor was able to reach ****************** by phone today (2/8) and the customer has been refunded fully. Her response to ********************** complaint is as follows....

  "We held ********************** refund check because whenever a customer does NOT receive his checks, we like to double check the information on the order to confirm the address and not have the same problem with the refund check (not being delivered).  The refund check was processed 2/1.  In this case, when I called to confirm, the phone number was not his number.  ******** address on the order was from ******** not TX so we simply had concerns of the order being potentially fraudulent.  I found a phone # in public records but it was for his father *************************** V not our customer who is the *******************************  His father gave me the same phone for his son as whats on the BBB complaint.  When I first called the number there was no name; I left a message that I would be calling back & to watch for my caller ID hoping to talk to him.  
  
  Today, I was able to speak to our customer and we verified that the phone he gave on the order is a typo.  He confirmed the address & stated he never received his checks.  His main complaint was that because we ship checks, our standard delivery should have some type of tracking or delivery confirmation.  I did bring up the trackable methods we offer for those very reasons.  He feels it should be standard with no extra charge to customers for security.  I told him we are mailing his refund check #***** via Priority Mail to ensure he receives it.  He was very pleasant on the phone and appreciated our follow-up."

  We do offer 100% Satisfaction Guarantee on all SuperValue Checks products and have honored this guarantee by refunding ********************** full order via Prioirty Mail and in following up directly with the customer with all due diligence.

  Thank you!

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

  SuperValue Checks

*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. ↩