ComplaintsforOvernight Prints

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 23rd I ordered 500 double sided business cards and 50 8.5" x 11" Booklets. A good portion of my business cards have defects, and that didn't bother me as much as the 25 missing booklets. I contacted the company on June 6th when I noticed and have been contacting them weekly ever since without resolution. I want a refund or I asked them to ship the books ASAP. I needed these weeks ago. They are unhelpful, their chat doesn't fix the issue, they take days and weeks to respond to emails and they just keep telling me to make another order and not checkout and then they can print and ship. I have done this twice, and still no booklets. I want a refund now.

  Business response

  06/25/2024

  Dear customer,

  I am reading the history on your account and noticed there is a replacement order for the missing booklets from today (June 25, 2024). I also see that the customer service has been following up with your order. The main issue with your fist order was a file issue that delayed the production process. We offer a file revision for $1, this is actually a very low fee and it is actually to encourage our designers to manually review a file and fix it for free if there is a minor issue. I would really recommend this service specially on time sensitive orders or orders where a special attention is required. Unfortunately, machines are not 100% accurate, and you declined this service in your order (958514085).

  Please let me know if the new order for 25 booklets (*********) is resolving this matter but, if you need anything else, please feel free to email me directly at ****************************************************

   

  Regards

  Customer response

  07/04/2024

   
  Complaint: 21893367
  
  I am rejecting this response because: The shipment was not being held up because I didn't choose the optional $1 proof on my booklets.  I received 25 booklets in a similar variation just fine without the proof option being selected, yet these 25 booklets were left out of my order with almost the same cover and everything, just different wording.  When I reached out the first time, I was told that the reason was a shortage of staff and a slowdown on printing times.  I reached out multiple more times and kept being told different things.  It has been almost 2 months.  I asked for a refund the last time I reached out since no one seemed capable of helping me.  Still to date, I have not received the refund OR the booklets I paid for back in May!  This is UNACCEPTABLE!  
  
  Sincerely,
  
  *******************************

  Business response

  07/15/2024

  We offered you options to resolve this matter. We reprinted the order. If the report came out with defects, then you will need to place a ticket and attach pictures. I also gave you my direct email to help you in a more personalized way, but you have opted out to not email. 

  I recommend you to read our Terms of Service (that you have accepted before when pacing your order) section: ******************************************************* where it clearly states:

  "Limited Warranty for Products Ordered. Overnight Prints guarantees prints you order and pay for will be in accordance with CMYK industry standards for pleasing color. We offer no guarantee of "match-print" color fidelity and cannot prevent slight color shift throughout an order. Overnight Prints does not guarantee color will match the preview as it appears on a customer's monitor, because monitor *********************** vary."

   

  Also, we state "Overnight Prints does not offer any compensation for customer errors under Limited Warranty for Products Ordered." There was a dalay because your file was incorrect. and "If you decline the file review service, the design will be printed as it appears during the approval step. It is your sole responsibility to ensure that all materials submitted for printing are formatted correctly."

  "If an order is delayed as a result of the fault of Overnight Prints, the sole remedy shall be that Overnight Prints may (a) upgrade of shipping type, (b) compensation of the shipping difference paid in the form of a store credit. "

  We are closing this claim on our end as we do not see additional compentation beyond a reprint that was already shipped. Nevertheless, feel free to reach out directly if you wish to discuss further.

  Regards

  **********

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An order was placed on 5/27/24 for 25 booklets and 25 double-sided post-cards, with expedited shipping to arrive (according to their website) BEFORE June 1st. The next morning, I received an issue with the files, saying there was not enough bleed to print. I contacted them immediately and they were responsive and said the files are good to go and will still be finished and delivered in time before our event on June 2nd. I reached out June 5th via their online ticket system and chats because there was no phone number. I was told by the rep that the director of production was busy and he would email me within the hour. Still nothing. Two days later, I attempted to open another ticket and chat with another rep online. The rep ignored my question and sent me straight to an AI Chat Bot which looped me back to the ticket system. I finally received the order on Friday, June 14th, nearly 2 weeks AFTER the promised date and nearly 3 weeks after the order was placed. The prints were faded and it looked like the printers were running low on toner, causing banding in the large blocks of color. The job would have been returned even if it was delivered on time. The lack of response to a loyal customer was astounding. It is disgruntling to know I can pay extra to have something promised to my door at a specific date then get the runaround for weeks. Is there anything your company can do to really press this issue and get my money back? Thank you for your help. I truly appreciate all you do to protect consumers in this chaotic and predatory market.

  Business response

  06/17/2024

  Hello ******,

  BBB has contacting me directly with your complaint. I apologize for the bad experience on your latest order. I have read the tickets and unfortunately our production team could not deliver on time. Our agents do their best to keep customer updated and "pushing" orders with production, unfortunately we have missed your and additionally, the quality did not meet your expectations.

  What can we do to compensate this mistake? Would you be interested in store credit for a new order (plus a 10% discount) or a full refund on this order? 

  Feel free to email me at **************************************** if you want to reach out to me directly.

  Regards

  **********

   

  Customer response

  06/18/2024

   
  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. I would like to accept their offer of a full refund. I am no longer interested in utilizing their business for any future needs so the store credit/discount option will not be needed. 
  
  Sincerely,
  
  ***********************

  Customer response

  06/27/2024

  I'm still awaiting my refund from the company. Is there any way to prod them and urge a prompt response?

   

  Thank you.

  -AS

  Business response

  07/03/2024

  yes you can, please email ****************************************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The last two orders I have placed with this company were placed on tight deadlines. Paid a large amount for expedited shipping. and both times the orders got hung up in production and will not be here on time. Both times they were desperately needed but this time is especially important because it is my husband for his business. i am so disappointed and it sounds to me like they do this to many many customers and somehow are still allowed to operate knowing they don't ever deliver their product.

  Business response

  06/17/2024

  Dear Customer,

  We are confused about your complaint. here, you mentioned 2 orders:

  1. 542164466: This order was fully refunded on May 18th. This order was placed on May 16th (Tuesday) at 5:39 PM. Your file was incorrect, not fully bleed and our designers fixed it for free. Then, on May 18th you requested to cancel the order and we procedd with a full refund. So I do not understand why this order is part of your claim.

  2. 594510355: This order was placed on May 28th (Tuesday). You selected and paid for a fast delivery service (NOT overnight) and our platform showed you an estimated time of delivery of June 3rd BEFORE placing and paying for your order. This order was shipped on May 31th and delivered on JUNE 2. PLease ***** receipt on this link: *****************************************************************************************. This order was delivered ONE DAY BEFORE the promised date. May I ask why are you filing these claim then?

   

   

   

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DO NOT USE THIS PLACE: I used to be able to depend on OvernightPrints. I don't know what happened over the years, but I submitted a ticket 6 days ago because of a c*** print job that I wanted replaced. I've emailed service@ and tried chatting multiple times to which the non human told me they'd find a human and it never happened. So I guess I'm just out of luck.

  Business response

  05/17/2024

  Hello *****,

  I apologize for the bad quality product you received. I can confirm that your order was fully refunded on 5/15/2024. Please allow it 3-5 business days for refund to show up in credit card statement.

  Should you have any questions please le me know,

   

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

   

   

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered postcards and paid a large amount to have them next day. They arrived much later and were terrible quality. They asked for a picture after a several day delay; I provided it. They asked for another picture after another delay. I would like a full refund.

  Business response

  01/04/2024

  Hello,

  We do not understand why this complaint in the BBB. This order was fully refunded on December 27th, 2023.

  May I ask if there is anything else pending from our side?

  Regards

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

   

  Customer response

  01/04/2024

   
  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. I had made the complaint before they resolved the situation, after many attempts to resolve. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** #*********. My mom passed away which was a very emotional and painful time. Her memorial service was scheduled for August 17, 2023. I designed a 16-page booklet to capture sacred family memories and uploaded my order on 8/9 to print 100 booklets. I paid additional shipping cost to expedite shipping to ensure the booklets arrived on time for the funeral. The upgraded shipping that I selected at checkout on the Overnight Print's website indicated delivery by 8/14/23. I received a shipping confirmation email from Overnight Print with *** TRACKING #1Z7R05700391205282. On 8/14 I tracked delivery status to make sure everything was on track. The arrival date was changed to 8/17 in the evening, which was the exact date of the funeral which was scheduled in the morning!!! I contacted *** immediately and they informed me that shipping was not expedited as next day shipping. It was picked up as regular ground shipping, and I wasn't able to offer *** additional payment to get the package to arrive on time for the funeral. How devastating at such a sensitive occasion. I just paid $298.13 to Overnight Prints and also had to go to Staples to get copies of the booklet printed on plain white paper to hand out to guests at the funeral, which was not the glossy ******************** I wanted for my mom's funeral. Furthermore, the cost was very expensive so I was only able to get 40 copies and thought I would pass those out to friends and save the quality booklets for family, which I would mail out to family after the funeral. THE ***** NEVER ARRIVED. I went to the local *** office and no one could find the order. As of today, 12/14 Overnight Print still shows my order "IN TRANSIT" as the status. Since August I've been trying to settle this matter with OP VIA Online chat, yet unable to speak with a live person.

  Business response

  12/14/2023

  Dear *****,

  First, although months late, I want to say I am sorry for your lost.

  I am checking you account an surprisingly I did not see any notes from our agents, and cannot find any tickets related to this claim.

  We have clear instructions on issuing store credits or refunds on these type of cases, we do not want to add extra stress to any person who is going through this process.

  I apologize your claim and order was not handled properly by our team. I am sending your request to our billing area to issue a full refund on your card.

  Should you need anything else from me or our company, please feel free to email me at ***************************************** I am the Head of Sales and **************** and revise every ******************** claim personally.

  Kind regards,

  **********

  Customer response

  12/18/2023

   
  Complaint: 21007369
  
  I am rejecting this response because:
  Overnight Prints offered a refund, which I appreciate. However, I also requested a reprint of the booklets that I never received. These booklets were for my mom's **************** which held deep sentiment. I believe this request is reasonable in comparison to the devastating inconvenience caused by the mishandling of this order. I would feel compensated by having the booklets I've waited 4 months to receive. The customer should not be on the loosing side of business. I am a graphic designer and have entrusted Overnight Prints with printing projects for my clients since 2017. Yet this particular order was my own personal project that was very dear and important to me. I would like to have the opportunity to pass out booklets to those guests and family members who were not able to receive a booklet which served as a memorial keepsake.

  PLEASE REPRINT ORDER - 100 BOOKLETS AND SHIP TO MY HOME ADDRESS ON FILE:

  520 ******, APT 103, **********, ** 32960

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

  Business response

  12/20/2023

  Hello *****,

  I would like to make sure your request. 

  The order was already refunded, but in addition to a refund, you want the booklets for free?

  If this is correct, I am sorry but we cannot do that. As a business, we have policies to follow and do our best to keep our customers satisfied. I would, though, be able to talk to a senior director and request a store credit for $100 that you can use in a future order, whether for the booklets or for another customer.

  I hope this helps.

  Kind regards.

  **********

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered business cards that were very late. When they arrived they were horrible. They were cut unevenly and it looked very bad. I send them pictures of the cards and they offered to redo them. I agreed. The cards never came and theyre refusing a refund. They only want to give credit but after all of this I want my money back and to take my business elsewhere.

  Business response

  11/20/2023

  Hi, could you please provide you order number? I could not find it with the email provided.

  Thanks,

  **********

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Oct 8th I ordered 250 postcards from overnight prints. I paid an additional $33.84 to have the shipping rushed so I would receive them by Thursday, Oct. 12th. I noticed that the order was not moving out of production so I contacted the customer service via chat (Because the number they have listed online is no longer valid) and the first agent just kept reassuring me it would be there in time. The second agent said they were having large internal delays and apologized for the delay but would not give me a day they'd be shipped, and delivered, and would not accept my request to cancel the order. The third agent I told them to cancel the order because it would not arrive in time and I'd have to order the postcards from somewhere else. Again the agent said I'd have to submit a ticket because she could not approve the cancellation. Before my cancellation request would be approved from the submitted ticket the order shipped and arrived after the date I needed to pass the postcards out. I refused the delivery and again put in a ticket to request a return. I finally got an approval to refund the shipping but I received an email today 11/6 that they cannot refund me for the order. I cannot call and ask to speak to a manager and I feel it's wrong to pay for a product that I cannot use. Please help me by finding a number I Can call to speak to a manager or request a refund in my behalf. I have pictures/screenshots of my conversations with the customer service agents if you need them.

  Business response

  11/09/2023

  Dear ***********************,

  I apologize that this order and our communication did not meet your expectations. You have been a loyal customer for several years and we should have handled this case better.

  I will request to refund the rest of the order today.

  Feel free to reach out to me directly, I am the Head of Sales at ONP, at ****************************************************

  Kind regards,

  **** V

   

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered overnight business cards. They came on time but had a chunk cut out of almost all of the cards. They were unusable. They will only offer me a store credit. So I'm out the money, I didn't have cards when I needed them, and I still don't have usable cards.

  Business response

  09/26/2023

  Dear customer,

  I apologize your first experience with our company was not as expected.

  I noticed that a full reprint of your order was offered but you did not accepted it. May I ask why? We do not expect to return the business cards, not sure if 100% of them have a bad cutting, instead, we want you to keep the card and we will send you a new set of cards.

  If this option still does not work for you, we will proceed with your full refund.

  Regards

   

  **********

  Customer response

  09/26/2023

   
  Complaint: 20649140
  
  I am rejecting this response because:
  I ordered overnight prints because I needed them for an event the next day.  Even the ones without a chunk taken out still had frayed edges.  I had to go to Staples and make same day cards.  That was a lot more money in addition to what I paid Overnight Prints.  I was counting on OP and you let me down.  I do not trust it will be correct.
  Sincerely,
  
  ***************************

  Business response

  10/12/2023

  Greetings,

  I understand you are not satisfied with our answer, we have offered:

  1. Free reprint of your order

  2. Full refund as a store credit

  3. 50% refund to your credit card.

  These 3 options has been rejected on your end despite of you accepted our terms and conditions when you placed the order.

  "6. DEFECTIVE PRODUCTS
  Overnight Prints must be contacted via e-mail at ********************************** or by phone at within 30 days of receiving your order. Overnight Prints require fanned out photos to show a sampling of the defective product from the front, middle, and end of the package(s) prior to taking any action.
  If the product is not deemed defective, and customer chooses to keep the product, ********************** can issue a 50% store credit for the product cost towards a future order. If the product is deemed defective, and of Overnight Prints error, we will reprint the order with the same delivery terms ordered."

  As we see you will only accept a full refund to your credit card, please mail back 100% of your cards to our facility and let us know the tracking # as soon as you ship them.

  Feel free to contact me directly if you have any additional questions.

  Regards

  **********

  Customer response

  10/13/2023

   
  Complaint: 20649140
  
  I am rejecting this response because:

  You stated in the last response that you were. not asking for the cards back.  I threw them away. All of them.  It's clear we will not agree, and I just don't care anymore.  I will be leaving an honest review on yelp and ****** reviews.

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

  Business response

  10/16/2023

  I understand and respect your decision. We will also proceed accordingly.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered **** business cards from Overnight Prints on 8/8/23. I paid extra for expedited shipping with a delivery date of 8/14/23. On 8/14, my cards had not even moved into production. I contacted customer service. I was told they would make sure it was known that I needed my cards by 8/22 at the latest for a marketing function. I was told to contact customer service again when my cards arrived and I would be given a discount for the late arrival. On 8/21, I contact customer service again. My cards are now in production. I explained that I needed them to be expedited and shipped to me for my function in 2 days. I was told they were positive they would ship them ASAP. Finally, after making other arrangements for my function, I receive the cards on 8/29. On 8/30, I contacted customer service regarding the late delivery since I was told I would receive a discount. I received an email 8/31 stating they have applied an $18 credit for my NEXT purchase. I explained that I do not want to make another purchase with them due to the already poor service. I told them I would be happy to send these back since I no longer need them anyway and get a refund and I was told they would not refund an unauthorized return. The business is overnight prints and they take 3 weeks to deliver. At no time was I contacted and notified of the delay. They made no effort to rectify the problem. ($18 credit on another purchase is not in any way helpful to rectify the current poor business conduct) I expected much more from this company. I am now out the $180 to them plus another $300 to another reputable company that was able to provide me with what I needed in a timely manner.

  Business response

  09/08/2023

  Dear ****,

  I apologize your first buying experience with us did not meet your expectations.

  We do our best to keep a 100% on-time delivery, unfortunately, we missed the delivery date with your order.

  I understand a store credit do not satisfy your claim as you do not want to do business with us, but the agent offered this compensation following company's policies (stated in our term of service: ******************************************************* , part 4); nevertheless, I hope you were happy with our quality and our pricing, which based on your claim, it was 40% less than what you paid with the other vendor, so I would like you to keep the product and offer you a 50% refund, not a store credit.

  Please email me directly at **************************************** so I can proceed with your refund.

  Regards

  Customer response

  09/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not fully satisfactory to me, but I will to agree to the terms. I just wish the company would have offered this in the beginning and it would not have come to an official complaint.
  
  Sincerely,
  
  *******************

  Business response

  02/21/2024

  Hello ****, you are totally right about your complaint. Looks like our team missed issuing the refund offered.

  I have requested to process your refund today. Again, I apologize for this situation.

  Regards

  **********

*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. ↩