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:04/10/2023

  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.

  Ordered overnight delivery for cards, never received said business cards yet they only wanted to credit my account for the $65 overnight fee. They said they cannot refund my purchase even though they promised overnight prints and I now have no use for the cards I ordered. They attempted delivery not until over 1 week after delivery was supposed to happen and I'm assuming it's only due to trying to prove they tried to deliver something even though it was over a week late.

  Business Response

  Date: 04/11/2023

  Hello there, thank you for contacting us. We do apologize that you were unable to get the order by the estimated delivery date and for any inconvenience that this may have caused. Our team has looked at the complaint and we have looked over the email communication that you had with our team and no where did we state that we would refund the entire order. Our team did advise that we would refund the shipping difference due to the fact that you were unable to get the order by the estimated delivery date.

• Initial Complaint

  Date:04/05/2023

  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.

  Ordered business cards from company on 3/19/23. Ordered from them because they advertised "free shipping, which Vista Print doesn't give you". Overnight Prints said they would send out my cards on "next business day" because I ordered on a weekend. Finally I contacted them on 3/24/23 via email, which I have, and asked where my order was. They responded the next day stating, "Greetings. Thank you for your email. I bring my apologies for this delay and any inconvenience caused. We, unfortunately, experienced some internal troubles which didn't allow us to complete and fulfill the order in a timely manner. We're working on your order full-time. Once we have a new ETA for your order we will let you know. Best regards Amjed" . Received email on 3/30/23 with a bogus tracking number...would not work within the email. I tried it on ********* and ***** with no luck, so I went to their, Overnight Prints, website, today 04/04/23, where the tracking number signaled to me that my product was delivered to me on 3/31/23. It was not. Very upsetting because these were business cards for my business. Didn't have them when I needed them which made me look unprepared to prospective clients. Possible loss of funds and clients.

  Business Response

  Date: 04/06/2023

  Hello there, thank you for reaching out to us. We do apologize that you were not able to get the order by the estimated delivery date and for any inconvenience that this may have caused. From looking at the tracking number, we can see that the shipping company that delivered your order is GLS. If you use the the tracking number we can see the delivered date and a photo of the delivery that was made. Here is a link: ********************************************************************. We look forward to hearing from you.

• Initial Complaint

  Date:04/05/2023

  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.

  I placed an order for business cards that I needed for an event on Feb 15, 2023. I ordered from Overnight Prints in plenty of time to get them. I ordered on Feb 7, 2023, in time to receive them on Feb 8, 2023. I contacted them on no less than ten times with complete directions about what i need and when. I instructed them that if I didn't have them on time they were of no use. A women finally called me on Feb 13, 2023. She told me they had not been completed. I told her not to print them if they would not be on time.

  Business Response

  Date: 04/06/2023

  Hello there, thank you for reaching out to us. We do apologize that you were unable to get the order by the estimated delivery date and for any inconvenience that this may have caused. We do everything in our power to get the product from our hands to yours, but there are a variety of factors that play into that process, and we cannot guarantee shipping dates because of this. We know that this is frustrating for you, of course, so we do offer a store credit for the difference in shipping from when you paid to receive it to when you do receive it. If a order has been sent to production then we can only refund the shipping.
  

• Initial Complaint

  Date:03/30/2023

  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 placed an order online for our church for 250 Easter postcards on 3/6/23, order # *********. We were expecting to received them by 3/13. We have used them before and they shipped fast. Around the 3/13 I checked back when I realized I never received an update. I reached out and got a generic response and paid for upgraded shipping to hopefully get them before the following week. Since then I've gotten the run around sighting "printing delays", even though our order had not printed they "could not" cancel it. I requested a refund for the upgraded shipping and was told that would only happen once we received our order. Well today our order finally arrived, over 2 weeks late. The problem is only 7, SEVEN, postcards out of 250 have arrived. I've tried reaching out and their phone number no longer works and they have stopped responding to the chat feature on their website www.overnightprints.com I simply want the $139.49 original cost and the $22.08 additional shipping refunded, which I don't believe to be unreasonable at this point. Also, one of the 7 postcards that actually arrived has ink smeared on it as. you can see in the picture so even if we got enough or on time their print quality has seriously tanked since our last order.

  Business Response

  Date: 03/30/2023

  CAS-******-S2K0X9

  Business Response

  Date: 04/03/2023

  Hello there, thank you for messaging us. From looking at the notes we can see that a manager was involved in the last communication between us. The order has been refunded, please know that refunds can take 3-8 business days to clear. This result may vary depending on your financial institution. If you have further questions, please feel free to contact us again.

• Initial Complaint

  Date:03/27/2023

  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.

  Placed order 3/10 for 100 business cards. Received 50 on 3/22.The 50 I received are not usable. Damaged & with a white stripe across the top.Sent jpgs & all documentation to **************** on 3/22. Received an automated reply with case number.#CAS-760014-R3R4Q4 Order # ********* At first I only wanted a reprint & to be sent the full order.I had also wanted a refund for the huge price difference between what they charged me $32.03 & what I would have paid on 3/22 (per their website) $13.45. I sent them screen shots of that as well.I sent them another email on 3/25 with all the same information.To date, beyond the initial automated reply, I have heard nothing.Now I want full refund of $32.03.Sent them email today indicating that.

  Business Response

  Date: 04/03/2023

  Hello *****, thank you for bringing this to our attention. We do apologize that you were unable to get the order in a reasonable fashion. I have taken a look at the order notes and can see that one of the customer service agents is responding to you via email and has received your newest email. Once the agent has a moment to look at the new email, she will correspond with you.

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19854333
  
  I am rejecting this response because: First of all they don't even know my name. Addressed me as ***** in the reply. Secondly, the ONLY thing they have done since I had to open up the case with the BBB to get ANY kind of reply from them, is their asking for more pictures. I had already supplied several with my intial complaint to them. They still have made no mention of the fact that they shipped only 1/2 of the order or the credit which I am demanding. It's now been nearly a month since I placed the original order. As far as I'm concerened they are only stalling as they have done from the get go. They short shipped a defective product & they know it. The only thing they have to do that will be ACCEPTABLE is issue me a credit.......PERIOD.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/05/2023

  Hello there, thank you for writing back to us. We do apologize for using the wrong name. Our team looked at the order notes and can see a refund has been initiated today. Please know that a refund can take 3-8 business days, depending on your financial institution. If you have any further questions, please feel free to message us.

  Customer Answer

  Date: 04/05/2023

   
  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......Assuming I do get the refund. 
  If I don't you will be hearing from me again.

  FINALLY.....it only took 20 emails, 4 chat sessions, 2 weeks and having to resort to a BBB complaint to get any kind of response from them. And even with that they tried to wiggle out of a refund by being " very happy to offer you (me) to choose one of these two options as a compensation for the defective product:
  Reprint of your order without additional charges for you. Please be aware that the shipping terms will be the same ones that you chose when you placed your order. OR 50% Store Credit of the product cost of the affected sets that you can spend on your next order."

  Thanks for your help. I doubt very much that I would have received a reply much less a refund without the assistance of the BBB.

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

• Initial Complaint

  Date:03/27/2023

  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.

  On February 24th, 2023, I placed an order for business cards with this company; the total amount paid was $68.50. The delivery time given to me was originally March 9th, but then it was changed to the 10th because of some design issue. The company also provided me with a portal to show the status of the process. From February 25th, the portal showed the cards were in production and never moved. I never received any communication from the company, so on March 9th I reached out to them to see if the cards were still going to be received on March 10th. At that time I was told that they had some internal issues that prevented my cards from being printed and someone would email me with a new date. At that time I requested to have the order canceled because I needed the cards on March 15th for a presentation I had to make. I was told the order could not be canceled or if I insisted I could only get the shipping back because the order was almost complete. On March 16th because I had no received no communication from them I again emailed to get an update on the delivery and was told by the online support that she had no visibility of the status and someone would email me. Again no emails or calls were forthcoming. Again I asked for the cancelation of the product. Finally on March 20th, after reaching out once more with no one being able to tell me when the cards would be delivered, I ordered business cards from another company (Moo.com) and relayed this to Overnight Prints to tell them the business cards were no longer of use to me. On March 21st I received a communication from Overnight Prints telling me my business cards had been shipped. Again I reached out to them to tell them I did not want the cards and wanted a refund and expressed my dissatisfaction that I had been lied to on the 9th when I had been told the order was almost complete. Today the cards were delivered despite my protestations and I don't want or need them. I am so unhappy with this lack of service.

  Business Response

  Date: 04/03/2023

  Hello ****, thank you for contacting us. We do apologize that you were not able to get the order by the estimated delivery date and for any inconvenience that this may have caused.
  Please advise as per checkout, receipt, and your order confirmation, the Estimated Delivery Date section exactly states that the Estimated Delivery date given, is Estimated. No mention of guarantee or "promised" delivery date is given on our site for your order. I have included a couple of links for information regarding our Estimated Delivery dates below. ************************************************************;
   ***********************************************************************************************;
   I understand that this unforeseen delay is inconvenient. I can offer you the difference in the shipping of this order, which is for the difference in the Estimated Delivery Date ordered vs the Actual Date Received. Once your order is received, please contact us so that we can process a store credit for the difference in the shipping accordingly. Thank you for your time and patience with this matter. 

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19850652
  
  I am rejecting this response because I do not wish to have a store credit because I will never order from this company again. I would like to have the difference returned to my PayPal account please? 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/05/2023

  Hello there, thank you for getting back to us. We have informed out customer service team of your request and will have the amount refunded. You should be receiving an email shortly regarding the refund. Please know that a refund can take 3-8 business days depending on your financial institution.

  Customer Answer

  Date: 04/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I am totally unhappy with the customer service provided by this company, I am happy to accept the refund for expedited shipping that was taking in order to close this case.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/22/2023

  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.

  I ORDERED 6DAYS AGO PAID FOR FAST OVERNIGHT...WHICH SAID 4 DAYS IT IS NOW 6 AND STILL SAYS IN PRODUCTION I ONLY ORDERED *************************************************************************************************** MAYBE THATS THE PROBLEM...YES THEY ANSWER BUT JUST KEEP SAYING.ITS COMING.I NEEDED THEM FOR SOMETHING ON FRIDAY...YESTERDAY...MAYBE i WILL JUST STAY WITH THE **** THAT I KNOW TREATS MY ORDER JUST AS IMPORTANT...AND I DONT EVEN KNOW IF THE QUALITY IS GOOD YET.Update...it is now Wednesday my status is still order arrival date for last Friday I have sent emails and done live chat...asked for money back...to no avail. They tell me its coming but status never changes...they said i can't get my money back because its in production.i said for 8 days...i said you are supposed to be fast and yet this is the longest to even produce my order(compared to the other company)...i would suggest not using them...I expressed several times on the live chat that I needed the cards for AN EVENT AND THATS WHY I PAID EXTRA FOR THE THURSDAY ARRIVAL THEY JUST SAID SORRY IT SAYS IN PRODUCTION SO ITS COMING...I SAID FOR HOW MUCH LONGER ITS NOW 8 DAYS IN PRODUCTION..SORRY I AMJUST A CHAT PERSON..I SAID I TRIED TO EMAIL...ITS SO FRUSTRATING ..THERE IS NO DIRECT PERSON TO GET AN ANSWER..ITS LIKE MY ORDER HAS BEEN PASSED OVER AND NO ONE CARES...THIS IS THE SECOND ATTEMPT AT USING THIS COMPANY...AND THE LAST. i DIDN'T GET THEM IN TIME FOR THE EVENT BUT I STILL NEED THEM FOR MY MEETINGS...AND THE MONEY BACK FOR SHIPPING.

  Business Response

  Date: 03/22/2023

  Hello there, thank you for bringing this to our attention. We do apologize that you were not able to get the order by the estimated delivery date and for any inconvenience that this may have caused. We do everything in our power to get the product from our hands to yours, but there are a variety of factors that play into that process, and we cannot guarantee shipping dates because of this. From looking at the order we can see that the business cards are ready but we are still waiting on the magnets to be completed. Once the order has been completed you will receive an email with a tracking number for the the package.

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19634656
  
  I am rejecting this response because: It still says the same thing on my account no updated delivery date They keep saying they are working on it but I find that hard to believe they are an overnight business that has now taken 10day for a simple order. There is no way to directly contact them...the live chat is an outside party so help there. And every time I email or chat they just keeping reqpeating  we are working on it and now they respond here but still no change...until I recv them in my hand and they are what all their "reviews" are on their site say they are (all reviews onlly three words each..) I do not accept. I paid for them to be quick and its been one of the slowest.
  
  Sincerely,
  
  Rachael M

  Business Response

  Date: 04/11/2023

  Hello there, thank you for the review. We do apologize that you were not able to get the order by the estimated delivery date and for any inconvenience that this may have caused. To compensate for the delay, we can issue the difference in shipping in the amount of as a store credit or refund. Please let me know which you prefer so I can get that processed with billing. Please confirm acceptance of the offer and let us know your preference so we can input this request with billing as our offer is good for 30 days (about 4 and a half weeks). 
  

• Initial Complaint

  Date:03/20/2023

  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.

  I purchased some decals with a die cut. The diecut was so far off they we unusable. I sent pictures of the die cut, they agreed to send full refund and at their request to throw the rest away. After 1 week I did not receive the refund, I contacted them. They decided not to give full refund and needed more pictures as I explained they were thrown away at their request. It's not right for them to offer and then decided to not offer the refund. It'd bad business ethics. They did not contact me of changing the refund. Now I am without my products and no full refund.

  Business Response

  Date: 03/22/2023

  Hello ******, thank you for reaching out to us. We do apologize that your order arrived in a defective state, we would like to help but we are confused regarding your comments. We did not find any email correspondence between you and our team where it was stated that we would provide a refund if you threw away the product. The only emails we can see are us asking for additional photos, can you please provide this emails showing these statements so we can properly address them? We appreciate your time and hope to hear from you soon.

• Initial Complaint

  Date:03/20/2023

  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.

  Ordered from overnight prints because they promised speedy delivery. Ordered 2 sets of **** business cards on 02/24, was supposed to be delivered "estimated before: 03/08". The cards didn't ************** until 03/08. After days and days of requesting supervisors, being lied to about "someone called you and left a voicemail" when they did not. Finally received a call today 03/17. Saying they will be delivered today. They get here, and the back of one is complete jumbled words. The wording is not in the place on any template or sample that was emailed or on my order history. Every single chat representative is rude and has a smart mouth, they provide no help except to irritate you even more and promise to assist you or that someone will call you to assist you, but no one does. Every number I call for them, says disconnected or not available. How can this be a legit company with no number? No real representatives, and to finally get the product and it looks completely messed up. Knowing whoever boxed the order, could see that it was messed up. Trying to get a refund, or my cards remade and I am still being sent in ridiculous circles. They just cant admit that they messed up and fix it, instead they say that they tell you it wont be there on time by saying its "estimated" delivery date. Then they have no right to name themselves OVERNIGHT prints, if they cant even get an order put out in 2 weeks.

  Business Response

  Date: 03/22/2023

  Hello there, thank you for bringing this to our attention. We do apologize that you were not able to get the order by the estimated delivery date and for any inconvenience that this may have caused. From looking at the email correspondence, I think there was a little confusion. The agent that was emailing you offered a reprint at no cost to you. They were stating that the shipping method is going to be the same but its still free with the reprint. If you would like the reprint please make sure to email the customer service agent back. We look forward to hearing from you soon.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19616725
  
  I am rejecting this response because: 

  They are saying I can place a new order free, but I would have to make a whole new card and layout because for some reason the proof they sent showed correct, but the misprint was with the layout and wording on the card. I dont want to have to REMAKE a whole new card, for them to send the proof, and it be correct, then send me **** misprinted cards just like the last order. Ive already missed the marketing event the cards were for, so I dont feel like Im asking too much to refund the misprinted cards. 
  

  I want a refund. I have already ordered and got the layout printed by *******, who got them printed same day, so a reprint or a discount code for my next order, doesnt help. The quality is no better than staples, and they were cheaper. Got my product same day, with a full refund guarantee if I was unhappy.

  I want a refund for that part of the order. 

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

  Business Response

  Date: 04/06/2023

  Hello there, thank you for messaging us back. I looked at the notes on your order and can see that a refund was initiated on our end so if you need any further questions regarding the order, please feel free to message us.

• Initial Complaint

  Date:03/20/2023

  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 for **** prints was placed on 03.13.23 with a delivery date of 03.16.23. The original cost was $366.94. I chose their company specifically because of their advertisement of guaranteed shipping times. I originally used standard shipping, thinking that it would arrive in time. On the day of supposed delivery (*****) I checked the online status, and the order had not even been fully processed let alone shipped. I then paid an extra delivery fee ($67.36) for overnight shipping (literally in the name of their company) with a new delivery date of 03.17.23. On new delivery date (03.17.23) I checked the order status again and nothing had changed. I contacted through the online chat and was told that they had been having "technical issues" and that there had been "some delayed orders." After asking when the order would actually arrive, I continually was told they can't guarantee anything because of the issues, but that it most definitely would not be the next few days. I then used a local same-day printing company to get the prints I needed because they are invitations I need to send out before I fly out of the country the day after tomorrow. I asked for the order to be canceled and a full refund, which was denied, saying that the order was too far along, even though it was nowhere close to actually being sent. After repeatedly stating that the prints would be no use to me because of how late they were arriving, the answer was still that they would only reimburse shipping costs, and that I should just wait. They advertise on-time delivery as one of their biggest selling points, and entirely failed to follow through. I would like a cancellation of the order and a full refund of the original cost ($366.94) and the additional shipping cost ($67.36). I am attaching screenshots of the customer service chat, the receipts for the order, and the webpage that speaks so eloquently about the timeliness of their deliveries. Order number is *********.

  Business Response

  Date: 03/22/2023

  Hello there, thank you for contacting us. We do apologize that you were not able to get the order by the estimated delivery date and for any inconvenience that this may have caused.
  Please advise as per checkout, receipt, and your order confirmation, the Estimated Delivery Date section exactly states that the Estimated Delivery date given, is Estimated. No mention of guarantee or "promised" delivery date is given on our site for your order. I have included a couple of links for information regarding our Estimated Delivery dates below. ************************************************************;
   ***********************************************************************************************;
   I understand that this unforeseen delay is inconvenient. I can offer you the difference in the shipping of this order, which is for the difference in the Estimated Delivery Date ordered vs the Actual Date Received. Once your order is received, please contact us so that we can process a store credit for the difference in the shipping accordingly. Thank you for your time and patience with this matter.