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:06/14/2023

  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 these post cards that were print and cut incorrectly. I reached out to their customer service by chat and email 4 times over two weeks. I received no response from the emails and was run in circles by the chat.

  Business Response

  Date: 06/28/2023

  Dear *******,

  I have read your case and emails with our customer service department. 

  I noticed that a reprint was offered and a 50% refund if you wanted to keep the cards.

  Are you asking for a full refund AND still keep the cards? Feel free to email me directly ( I am the sales Manager at Overnightprints.com). I would like to get this resolved for you as quickly as I can.

  Regards

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

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

• Initial Complaint

  Date:06/12/2023

  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 **** brochures on April 30th and then experienced a list of delays on delivery to our client. We had an initial estimated delivery of early May and then after their delays we had another estimated delivery of the 14th of May. They finally arrived in 3 separate deliveries beginning on May 29th. The brochures were loosely packed and showed up damaged.Almost every brochure is unusable due to creases, bends, black smudges, "worn" edges and poor paper quality. We have scheduled 3 separate phone appointments to speak with a manager and have never received the calls as promised. We have had at least 4 or 5 chat conversations and still no resolution. I have emailed the files and a refund request which they have refused. The phone number for the company has been disconnected and I was told by a chat representative that they have "changed" their system and we are not able to call them.

  Business Response

  Date: 06/15/2023

  Hi ****,

  I am ****, sales manager at ONP. My assistant, ***************************, will reach out to you today with options. I think we can reprint the entire order if needed and send it next week.

  You are a valuable customer, and we appreciate doing business with you. 

  Feel free to contact me directly if you need additional help: ****************************************************

   

  Regards

   

  **********

• Initial Complaint

  Date:06/08/2023

  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.

  Greetings,I ordered prints (business cards) for a fast turn around of 3 days for Friday and delivery to my home before leaving for a flight the folllowing Monday. The Print did not make it, so I reached out to the company and updated the delivery address so that I could have them for the convention (which was a week long).They were not printed until the following week, so I requested to cancel the order. I was informed that they could refund the priority shipping fee but they still must charge for the prints. I accepted this, and attempted to change the address back to my home. When the website didn't comply, I reached out to them directly to inform them of the address changes needed. They responded and days later the package shipped, to the wrong address in **** ** (I'm in **) and I reached out to them. They have informed me that is shows as delivered and end communication. They have not refunded the shipping, and have ignored repeated attempts at contact. I ordered for delivery Aprile 21, and it was delivered May 4th to the wrong location. Pictures of communication included.Please help me resolve this issue.

  Business Response

  Date: 06/15/2023

  Hi ******,

  I am ****, Sales Manager for ONP. I am trying to catch up with BBB complaints. I am sorry I have not responded sooner. 

  I know you have gave you a bad impression on your 1st order with us, I apologize for it.

  I noticed that a store credit was issue on June 12 as well as a discount code. 

  Do you feel confortable with this? If not, I am here to listen to your request and suggestions. Feel free to contact me directly at ***************************************** I can upgrade your account to Gold membership if you want to give us another opportunity in the future and I will assign a person to follow up on your order until shipped.

  Kind regards,

   

  **********

   

• Initial Complaint

  Date:06/06/2023

  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.

  I should have read all of the previous reviews and complaints. I recently made an overnight order and received the exact same responses many of the other customers have submitted on this website.I placed my order at 9:20am Central on May 31st. I chose their website, literally named Overnight Prints, because of the guarantees on the website for next day delivery. I needed these business cards for a conference this weekend, and paid the $56 dollars in overnight shipping costs to receive these on Thursday, June 1st. At 11:50pm Central on Wednesday, May 31st, I emailed customer service because my order still showed in production [based on what I know of shipping, the fact it didn't ship earlier that day meant I was not likely to receive it by Thursday]. **************** responded with standard apology language, and noted many "unforeseen" delays. Looking at this page, they have been having "unforeseen delays" for months now. The chat agent and customer service rep both "flagged my order to be expedited" but thats clearly not happening anymore.As of this writing on June 2, at 12:44pm, my order is still showing in production [and I emailed customer service again at ******* asking to just cancel my order and issue an immediate refund. If they do not issue me the refund I will dispute the charge on my credit card because I did not receive the service or product on the date guaranteed. I am hoping they do the right thing and issue the refund. I will update this complaint accordingly.

  Business Response

  Date: 06/15/2023

  Dear *****,

  I am ****, Sales Manager for OvernightPrints. First, I want to apologize for missing the *** of your business cards for the conference. 

  I read your case I noticed your cars were shipped on June  and arrived on June 5th. We indeed requested an Overnight service to ****** here is a link for details on the shipping: *******************************************************************************************************;

  We will deal directly with ***** on this case. In the mean time, I can offer you 2 options:

   1. If you definitely do not need/want the cards, please feel free to return them to our facility (it can be via **** cheap service). We will refund 100% of your order.

  2. I hope you at least liked the cards and can use them. We will refund 100% of the shipping fee.

  Feel free to contact me directly at **************************************** if any additional questions.

  Kind regards.

  Customer Answer

  Date: 06/15/2023

   
  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.

  I appreciate the response.  I will be accepting the refund on the cost of shipment.

   

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

• Initial Complaint

  Date:05/30/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 have been ordering from overnight prints since ****. The last two orders have been seriously delayed! I ordered 5/18/2023 through paying EXTRA FOR BITGIT (buy it today get it tomorrow) to be delivered on 5/19/2023. Today, 5/26/2023, the order is STILL in production. They refuse to give me an ETA on delivery and refuse to give me a refund. No phone number to call, same answers every time I inquire.I am not sure what happened to this company that USED to be fabulous but they cannot deliver their promises. ******* was supposed to receive this time sensitive order over a week ago, I would like a refund.

• Initial Complaint

  Date:05/23/2023

  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.

  ORDER ID: ********* On 5/2/23. I ordered business cards from Overnight Prints. On 5/3 a charge of $18.58 was reported on my debit card. I was told my business cards would be delivered on 5/14. I've made several attempts to find out the status of my order, yet I continue to get the same excuse, "my order is still being processed." I've read the BBB reviews and see many people have the same complaint, a lack of communication after payment, and never receiving their order. I am seeking a full refund for services not rendered.

  Business Response

  Date: 06/14/2023

  Dear customer,

  I have checked the history on your account and found that your order was delivered in full and no defects on May 27th. We apologize for this delay.

  I also want to invite you to revise our ToS, (scroll down to # 4): *******************************************************
  "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." .

  I also confirm that a refund for the shipping service difference was issued on June 1st AND no other refund request have been made directly to our company. I do not understand why are you approaching BBB for a full refund without reaching out to our CS department first.

  Nevertheless, I can authorize a Full refund as soon as you ship back 100% of your order (at your expense), as we believe that, even that we have a clear statement on our ToS section, probably you want a full refund because you are NOT going to use your business cards.

  Please confirm in order to inform shipping instructions.

  Regards

• Initial Complaint

  Date:05/22/2023

  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.

  On May 4, 2023, I ordered custom made business cards from www.overnightprints.com. My order number is *********. I was promised delivery on May 5, 2023. I have contacted overnightprints through email 3 times and had yet to get a response from their team. My client needed these cards for an event on May 8, 2023 that was out of state. The cards did not arrive until after they had boarded the plane. As a result we had to pay more money to get the cards reordered and printed at the location of the event, leaving the original ones from overnightprints un-usuable. I would like BBB to help me get my payment back in full. Thank you!

  Business Response

  Date: 06/13/2023

  Hi,

  I am confused about this complaint. I would like to invite you to revise our terms and conditions at ***************************************************************** our terms and conditions, we cannot prevent delays from shipping providers. You did not requested (nor paid) for an Overnight shipping service, not even Next-Day shipping service. 

  Your order was placed on May 4th at 1:08 PM. Your order was shipped next day as promised. There is no conversations or request made to our customer service department asking to expedite the order (by selecting a faster shipping method), nor we receive a direct request from you for a refund.

  How did you expect to get the cards delivered on May 5th (the next day) ?
  
  By looking at the product printed (business cards), they were for an event happening on June 1st (they are dated in the front side of the card), so I assumed they were used in the event, or, will you return all the business cards (at your expense) ?

  We cannot offer a refund.

   

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

  Sales Manager

   

   

• Initial Complaint

  Date:05/22/2023

  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.

  I made an order on April 16th and paid $31.59 for 2 day shipping. I needed the products I ordered before April 26th for an expo I was attending. I did not receive my order until May 11th. Almost a month past the date I was supposed to get the products. I tried contacting them when I realized the products wouldn't arrive in time and they told me they would refund me when I received the products. I've tried contacting them since and received no response. I would like a full refund on everything.

  Business Response

  Date: 06/12/2023

  Dear *******,

  In apologize for the inconvenience caused.

  I noticed that you indeed received your order. Yes, It arrived 20 days late. At the moment we offered a refund for the shipping difference, something that you agreed on and we proceed with refund.

  I now see that you are asking for a full refund on a product that it is not dated or marked (magnets) for a specific event.  I am also reading customer service agent notes and there is no full refund offer. So, I do not understand why are you asking for a full refund on a product that you are keeping and can use to promote your business? Could you please provide an email from customer service agent offering a full refund on your order?

  This was your first order with our company, and I deeply regret that we messed up on this. Would you consider a coupon for $40 and use it in your next order AND, as soon as you place your order, you can email me directly at ***************************************** and I will personally follow up on it?

  Again, thank you for your feedback and we apologize for this situation.

  Regards,

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

  Sales Operations Assistant

   

   

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20088727
  
  I am rejecting this response because:

  I never accepted the refund, it was done automatically. I no longer need the products they were for a specific event. I have requested a full refund from the beginning.

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

  Business Response

  Date: 06/15/2023

  I understand.

  As you are not needing the product any longer, please ship the entire order back to our address in *********.

  I will request full refund processing as soon as I receive tracking #.

  Regards

   

  **********

  Customer Answer

  Date: 06/16/2023

   
  Better Business Bureau:

  Tracking number is 9405509205568726379916. Please let me know when you initiate the refund. Thank you for your help on this.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

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

  Business Response

  Date: 07/05/2023

  Hi, I am not sure what was the delay.

  I will get our sales operations assistant to contact you ***************************************** ti update you on your refund.

  Thank you for your patience.

  **********

  Customer Answer

  Date: 07/07/2023

   
  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. I received my refund, thanks for your help.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/15/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 a time sensitive order for Postcards for a client for a specific dated even (Invitations) I chose the overnight option so it would be back in time to get it in the mail before the event. I contacted their "Live Chat" and was assured that they would meet the deadline and it would be delivered on time, the deadline came and went, I spoke to several different agents, oddly all sounding the same, almost word for word responses to the last agent, after I had to find a local option to rush print the postcards, and days after the deadline had passed, I contacted overnight Prints to cancel my order, which at the time still had not been printed, the agent assured me that it would be cancelled and a refund would be issued and I would be contacted via email to confirm this, today I looked and my print job is still in production and after talking to 2 different "Live Chat" agents, they informed me that will not cancel my order and a refund will not be issued, that they will let me know when a tracking no# is ready for my order that the deadline has already passed.. this used to be an incredible company, I have been a client for over 15 years, and within the past year things have gotten awful, the last job before this one, was in production for over 5 weeks, it was suppose to be a 3 day turnaround.. please be carful of this company, no customer support or customer service

  Business Response

  Date: 05/17/2023

  Hello there,

  We sincerely apologize for the delay in delivering your recent order of postcards. We understand that you had specific time constraints for an event, and we deeply regret any inconvenience caused by the late arrival. We would also like to address your concerns regarding the information provided by our customer agents. We take such claims seriously and would like to investigate the matter further. It is against our policy to cancel and refund an order after it has already gone into production, as this disrupts our production process. We apologize if there was any miscommunication or misunderstanding during your conversation with our agents.
  We are committed to providing excellent customer service, and we understand your frustration with the recent experiences you have had with our company. We apologize for any lapses in support and service that you may have encountered. We value your longstanding patronage over the past ******************************************************************** the past year. Please be assured that we will look into the issues you raised and take appropriate measures to improve our operations and customer support. Your feedback is extremely valuable to us as we strive to enhance our services and ensure a more positive experience for all our customers.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20060226
  
  I am rejecting this response because:

  When I first contacted Overnight Prints about cancelling my order (Days after the due date that I paid extra to have met)  The job had not yet been printed, this was confirmed by the Agent and they assured me that they had gone ahead and taken all the correct measures on their end to cancel the job. The agent said I would receive conformation of this via email.  

  The next day I checked and noticed that the job had still not been cancelled, so I contacted the "Live Chat" and spoke to what I assumed was a live agent, they confirmed that the request had been made, and that the Job had not yet been printed, I sent the policy and procedure section from Overnight Prints web site about cancelling an order and it states "Orders that have already been printed can not be cancelled" And at the time of my second request to cancel the job still had not been printed..this was verified by Overnight Prints Agent...They said they would follow up and apologized and said it would be taken care of, and that I would be getting an email conformation, The third day had passed since I first asked for my job to be cancelled (Due to Overnight Prints completely missing the deadline...even though I was assured I would have my printed material on time).  

  The third day I contacted Overnight Prints again, and that is when they said they would not be canceling the job, and that I would not be getting a refund, I asked if the job had been printed and the response was ..."soon" I explained that I was already assured that the job had been cancelled days before by two different agents.. I explained that I paid for a service that did not happen, that I chose and paid extra for the BITGIT* (Buy it today Get it tomorrow*) this deadline was completely missed and was told there was technical difficulties in *********************** and it would still arrive on time... 

  By the last agent, I was told since I insisted that my job be canceled that they would do it, (For the supposed 3rd time) but I would not be getting any type of refund, I questioned how they can keep a customers money when they did not provide the service that the customer paid for? they said I would get shipping back, and I said that is my point, you have to issue the shipping as a refund, because the service did not happen, and they utilize a 3rd party shipping company and it would be unethical to charge for a service that did not happen, in the same way the service I paid for with overnight prints did not happen, I asked at that time to be connected with a Supervisor, they took my work and personal cell phone no# and said someone would be calling me shortly...this did not happen until a day later (Day 4) the order still was not canceled, and went to print..even though I was told by 3 different agents that it was cancelled over 3 days.. so by Overnight Prints purposefully not cancelling the order, and delaying the response , created the loop hole that sadly and apologetically they could not refund the job because it was already printed and was getting shipped. which took all the responsibility to their customer off the table, It is awful that a company would delay action just to s**** over one of their customers..I paid for a premium service that did not happen, I completely missed the clients deadline, and had to find a local option at double the cost to provide the service which I promised my client, and was completely dismissed and strung along by Overnight Prints, until they finally printed what they promised was already cancelled, this is why I am not accepting their cut and paste apology, do the right thing, and make it right, my small printing job absolutely means nothing to them, but the amount of money on my end for me to fix their error was a huge amount to me

  On a side note, I am still waiting on another print job from Overnight Prints that has not been completed for over a month, I paid for a 3 day service..  

   

  OverNight Prints has absolutely no regard for their small powerless customers, I hope in this case they are made to be responsible to their promises

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

• Initial Complaint

  Date:05/15/2023

  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 have an order for 2 items from this printing company and was suppose have them in hand today(May,12, 2023) and they have not even shipped them yet. They will not tell me when they will be shipped and the customer service will not let me talk with a supervisor. They are asking me for my phone number but I am not sharing it due to all the lies and delays. This order was me giving this company a second chance. My first order a year ago was late and I could no use the printed material due to the date received and they would not give any compensation for the bad order!!

  Business Response

  Date: 05/17/2023

  Hello there,

  We sincerely apologize for the inconvenience you have experienced with your recent order, and we appreciate you bringing this matter to our attention. We have carefully reviewed the notes on your order and our customer service records, and we would like to address your concerns. We understand that you have been waiting for your order, and we apologize for any delays in shipping it. We regret any frustration you may have experienced while trying to reach a supervisor. Our customer service team strives to provide prompt and effective assistance, and we apologize if you encountered difficulties in speaking with a supervisor. Your feedback is important to us, and we take your concerns seriously. We are committed to improving our operations and customer service based on valuable feedback from customers like you. If there is anything else we can do to assist you or address any remaining issues, please do not hesitate to contact us directly. We are here to help and resolve this matter to your satisfaction.