Complaints

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

• Initial Complaint

  Date:12/19/2024

  Type:Sales and Advertising 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 ordered envelopes from this business. They charged $304.08 to my credit card. However, they never sent me a confirmation email. When I reached out to them, they said they have no record of my order and they couldn't refund it. However, they charged the card. They still won't refund me, so I had to dispute the card with the bank. I think this website is probably a scam.

  Customer Answer

  Date: 12/19/2024

  This is a screenshot of the charge on my card. I can't include a confirmation email, because they did not send me one. They just charges my card, but they say they have no record of the order, can't fulfill it, and can't refund it. 

• Initial Complaint

  Date:11/19/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an order that was not what I ordered and furthermore was printed poorly and the complete wrong color. I never approved a proof on the order because they kept sending me the wrong thing. I made mulitple attemps to call the company and could never get anyone on the phone. I did finally speak to someone after several 30+ min long calls on hold waiting to get to someone. They refuse to refund my purchase of $230.61 and $164.93 for the orders that I did place that they sent something totally different and not what I ordered for.

  Customer Answer

  Date: 11/21/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *** *****
  
  
   
  
  

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Absolutely terrible quality and customer service! AVOID AT ALL COSTS. I placed two custom envelope orders, and both orders arrived with serious defects (black ink stain dots everywhere, yellow lines through the addresses, tilted return addresses). They looked awful and totally unprofessional! I used the chat feature on the Envelopes.com website and was promised one order would be reprinted by my deadline, but Envelopes.com never sent the reprint. I then contacted them by phone and chat at least 6 times over the course of 2.5 weeks and they always promised an email resolution or callback. I was even told over the phone that someone from Tier 2 support would callback within 2-3 minutes. Of course, they never did. I never received any communication. I finally just mailed the envelopes as-is, since I had a deadline and the company was sending me around in circles. Now, they won't give me a refund since I can't send the envelopes back. I made every effort to get the matter resolved before my deadline, but this is clearly a scam. They send an awful product with zero quality control, and then send customers down a customer service rabbit hole. Mailings are typically time sensitive. Customer support will leave you hanging so you're forced to use their terrible product with no refund or reprint.

  Business Response

  Date: 11/13/2024

  My name is ******* and I am the Manager of **************** at ********************. First and foremost, I would like to extend our sincerest apologies for the experience the customer encountered with her recent orders. We take full responsibility for the inconvenience this has caused and deeply regret that our service did not meet expectations.

  I am truly sorry for the oversight regarding the reprints for the two orders. It was not our intention for our customer to receive products that did not meet her needs or to miss an important deadline. This situation does not reflect the high standard of service we strive to uphold for all our customers.

  As soon as I became aware of this issue, I took immediate action to rectify it. I have processed full refunds for both of the orders and expedited these refund requests to ensure they were completed as quickly as possible. For your reference, I am attaching documentation confirming these refund transactions.

  Additionally, I am reviewing both orders and our internal processes to identify the cause of these lapses and ensure that steps are taken to prevent such occurrences in the future. We are committed to improving our systems and training to better serve our valued customers.

  Once again, I apologize for the inconvenience and disappointment this experience has caused. Our customer's feedback is invaluable, and we truly appreciate your patience and understanding.
  
  Sincerely,                                                                                                                                                                                                                                                                                                                                                                                                  *******

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. It is unfortunate that this business has such poor customer service practices that customers must resort to ******************** complaints. I do hope the company is actually working to improve internal processes and policies.
  
  Thank you,
  ****
  
  
  
   
  
  

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Remittance envelope. 250 @ ******. Ordered 9/14, company said there was a problem with the proof on 9/17. Company said there was a completely different problem with the proof on 9/19. Company approved artwork. Called on 9/24 and company said they were shipping out that day. Called on 9/27 (I had 2 day shipping) and they said the envelopes would be shipped 10/26! I asked for the case to be escalated, I was told numerous times I would get a call back and didnt in the days in between. They told me theyd see if they could print that day and overnight it. Received a call 5 hours later, at the end of the business day, stating that they do not have those envelopes and cant print them because they dont have them but they will on October 26th. They have items listed on their website that they dont even have. Further, they waited until the end of the work day to inform me - I can't order an overnight now. Despicable company, horrible structure for customer service, and no transparency. They said they would refund my money in 5-7 business days. If their time frame for refund is anything like their time frame for printing, Im concerned.

  Business Response

  Date: 10/03/2024

  I want to sincerely apologize for the inconvenience the customer experienced regarding her recent order with us. We deeply regret that the item that was ordered was out of stock and that we did not communicate this in a timely manner. This is not the level of service we strive to provide, and for that, I am truly sorry.
  

  As soon as I became aware of the situation, I ensured that the customer's refund was processed right away. While I understand that this does not make up for the frustration caused, I hope this resolution brings some peace of mind.

  Please know that we are taking this matter very seriously. We are working closely with our teams to improve our communication and customer service processes to prevent similar issues from occurring in the future. Our customer's experience has highlighted areas where we need to improve, and we are committed to making those changes.

  Once again, we apologize for the inconvenience, and we appreciate your understanding. I am attaching a copy of the refund receipt here. Should you have any further concerns, please do not hesitate to reach out to us directly.

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

  Customer Answer

  Date: 10/04/2024

  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 and the matter has been resolved.
  
  I add that this company that does not follow their own policy for printing and shipping time, I will not be using it again. 
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/24/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  COMPANY: Envelopes.com PRODUCT ORDERED & DATE: 1000 custom printed envelopes, May 9, 2024 GRAND TOTAL: $708.80 I received a confirmation email shortly after that my order have been received. Per their website, once artwork is reviewed, they will reach out to you for proof approval. After 8 business days, my order status had not been updated and I had not received any further correspondence. I contacted their online customer service chat. I told them I never received a proof or shipment confirmation. The rep sent me the same "preview" I had seen the day I placed my order. This seemed poor practice for a printing service. I approved what they sent me as it reflected exactly what I uploaded. The following day (May 22), I received an email that my order had shipped. On June 3, I received my order. I reviewed the envelopes. All of them had some form of flaw - black printer marks across the back of every envelope, ink fading, double printing (artwork printed on top of each other), etc. I immediately contacted their customer service via phone. I was given instructions to provide proof of the flaws - I did so with photos and video. I inquired when to expect an answer. The rep told me by the end of the day. I never heard back. My boss contacted them by phone on June 7 to find a resolution. We were told a re-print would be taking place. We insisted on a confirmation email of this re-print. We received a single sentence email from the rep on the phone stating our "reprint request had been approved" and it would be shipped June 11. We received the second print on June 13. Upon review, the colors of the artwork were incorrect and the same flaws were apparent across most envelopes. I contacted support via email this time. They continue to drag their feet on providing the product I was promised or issuing a refund. I've provided them exact counts on the amount affected. We are going on month two of this fiasco, speaking to them weekly, and have yet to find a resolution.

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  I finally got a complete answer from the company. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. They have offered a full refund. I have attached the screenshot of the email.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/20/2024

  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 placed a large order from the company that has yet to be delivered. I have called or written customer service on a near daily basis. I explained to them that they have put my small business in jeopardy as I need the envelopes I ordered to fulfill my own orders. Every day for the past 5 days they have told me that the order would be sent that day and overnighted. And each day, it has not been sent. I get the same answer every day that it will definitely be sent that day. At this point I assume they are a complete scam.

  Business Response

  Date: 06/21/2024

  Dear BBB,
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration caused by the issues with ******'s recent order of jumbo envelopes.
  Upon reviewing the details provided, it is clear that there were unforeseen challenges with our printing press, which affected our ability to fulfill the order as requested. Despite our efforts to rectify the situation promptly, including servicing the press and attempting alternative solutions, we encountered restrictions that prevented us from meeting the customer's design specifications.
  We regret any miscommunication or delay in updating the customer about the status of their order. We understand the importance of transparency and timely updates, and we acknowledge that our internal and external communication regarding this matter fell short of our usual standards.
  As soon as we were made aware of the full extent of the issue, we took immediate action to issue a full refund for the order. We had the refund expedited and processed the same day that we found out the job could not be printed up to the customer's standards. We understand that this does not fully compensate for the inconvenience caused, and for that, we sincerely apologize.
  Please be assured that we have addressed these internal communication gaps and are taking steps to ensure that such issues do not recur in the future. We value our customer's business and appreciate their understanding.
  If there are any further questions or concerns, please do not hesitate to contact us directly.
  Thank you for your attention to this issue. I have attached a copy of the refund receipt for your records.

  Thank you

  
  

• Initial Complaint

  Date:06/10/2024

  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 placed an order on 05/21/2024 for 100 envelopes for my save the date. I ordered about 48 with variable address and the rest without. When ordering I was told they would ship within 5-7 business days. 7 business days later I had not received a proof, tracking information, or had any communication about my order. I reached out to the ***************** and was told it looked like my order would ship around 06/05 but the timeline might adjust depending on the printing. I received my order 06/05 and found that I was shipped 100 envelopes with the same anddress instead of the order. My fianc and I have both been attempting to get a straight answer on the reprint process since opening the box. We spoke to multiple people on the Live Chat and requested a phone call with the order management team multiple times. After 24 hours we were finally able to get on the phone with a member of the **************** team who assured us the order was being reprinted and would be shipped 06/07. When we had not received any updates my fianc called again and was told the order would ship by EOD on 06/07. At this time the order has not shipped. The companys lack of professional courtesy and honesty is shocking. We have been lied to by multiple members of the order management team about the status of our reprint. This has been the single most disappointing and frustrating experience of wedding planning and custom printing I have ever experienced.

  Business Response

  Date: 06/11/2024

  Upon reviewing the details of the order and the series of events that led to the delays and errors, it is evident that there were significant breakdowns in our processes that resulted in multiple issues with the order. I take full responsibility for these oversights and mishaps.
  I want to assure you that upon becoming aware of the situation, I took immediate action to rectify it. Despite our best efforts to expedite the process, it became clear that we would not be able to meet the customer's deadline. As such, I made the decision to issue a full refund to alleviate any further inconvenience or disappointment on the customer's end.
  I want to assure the ********************** that I take matters like this very seriously. I have taken steps internally to address the root causes of these issues to prevent similar occurrences in the future. We are committed to learning from this experience and improving our processes to ensure that our customers receive the high-quality products and service they deserve. I made sure that the refund was processed the same day and am attachng a copy of the refunud reeipt for your records.
  If there is anything else we can do to make this right or if you have any further concerns, please do not hesitate to reach back out. Our customer's **************************** is of the utmost importance to us, and we are here to assist in any way we can. I am taking immediate actions to make sure that this does not happen again and am sincerely sorry for our inability to meet the customers expectations.

• Initial Complaint

  Date:05/17/2024

  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.

  The absolute worst company, I have ever dealt with. I ordered envelopes from this company, I paid for expedited processing. They were supposed to arrive no later than within 10 business days. It has now been close to a month. I have called and live chat with this company multiple times (sometimes multiple times a day) to find out where my order (Order # **********) was. I would get different answers, that my order was being printed. I requested a refund multiple times and Their customer service failed to communicate throughout this process of any delays and had different excuses each time I called.

  Business Response

  Date: 05/20/2024

  Upon investigating the matter, we found that the order experienced unforeseen production delays, which regrettably extended the processing time beyond our standard timeframe. We recognize that this falls short of the service standards we strive to uphold, and for that, we extend our sincerest apologies.
  It's worth noting that the order was shipped on the same day the complaint was filed, though we understand that this does not excuse the initial delay in processing.
  In acknowledgment of the inconvenience the customer experienced, we are issuing a full refund for the shipping charges associated with the order. The customer can expect to see this credit reflected in your account within 5-7 business days.
  We want to assure you that we are taking steps to prevent similar occurrences in the future. We are reviewing our production processes and implementing measures to enhance efficiency and minimize the likelihood of such delays happening again.
  Once again, we apologize for the inconvenience we caused the customer. We value her business and the trust she placed in us. If there's anything else we can do to make this right or if you have any further concerns, please don't hesitate to reach out to us directly.

• Initial Complaint

  Date:05/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Envelopes.com is so unreliable that it almost screwed up one of the biggest fundraisers my foundation has all year. I ordered 1000 envelopes for my invitations and paid an extra $250 to get the envelopes printed with the recipients addresses. I placed the order on April 10th and I finally had them shipped on April 30th. I was able to receive them on May 7th and, to my total astonishment, they had delivered 1000 envelopes all with the same address on them! I called immediately and explained the issue, considering that I had to send out the invitations by Saturday because I was about to leave for Europe for work on Sunday. I had to send those envelopes out, otherwise my carefully planned fundraiser would have no attending guests!I called multiple times and nobody, I repeat nobody, would understand the horrible situation I was through. They kept saying that it will take UP TO 72 hours just to talk to the printing department and from 3 to 11 days to have the job reprinted. I cant believe that they werent willing to fix the problems they created by expediting the printing to the same day and ship the envelopes overnight. Such a deplorable and unreliable company with a very, very poor customer service.

  Business Response

  Date: 05/14/2024

  It has come to our attention that a customer received an order from us that did not meet their expectations. We understand that the order was delayed initially, and when it was finally fulfilled, there was a printing error resulting in incorrect addresses on the envelopes. We sincerely apologize for the inconvenience and disappointment this has caused.
  Upon receiving the customer's complaint, we promptly investigated the matter and reached out to the customer to advise him that the order needed to be reviewed before we could reprint and the other avenue we could take would be to refund the customer. However, we understand that our customer was dissatisfied with the resolution timeline, as they requested a reprint and same-day shipment, which unfortunately could not be accommodated due to production constraints.
  Nevertheless, we take full responsibility for the oversight and the subsequent delays in resolving the issue to the customer's ****************************. We are committed to continuously improving our processes to prevent such occurrences in the future and to ensure the highest level of service for all our customers.
  As a gesture of goodwill, we have provided a full refund to the customer and have taken steps to address the underlying issues to prevent similar incidents from happening again. We value our relationship with our customers and strive to uphold the highest standards of quality and service excellence. I have attached a copy of the refund receipt for your review.
  Once again, we apologize for any inconvenience caused to the customer, and we thank you for bringing this matter to our attention. If you require any further information or assistance, please do not hesitate to contact us.

• Initial Complaint

  Date:01/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered envelopes from this company on 1/8/24. I paid for expedited processing. They were supposed to arrive no later than 1/16/24. I have called and live chat with this company multiple times (sometimes multiple times a day) to find out where my order was. I would get different answers as our machine broke or we messed up your order or we cant give you an update. I would ask to speak to a supervisor or provide me a phone number to someone else - their customer service team would not let me speak to anyone. It got to the point where I said I would stay on hold if they were able to go to their production team and find out an ETA. They would then hangup on me (this happened twice). I requested a refund multiple times and they said they had to put in a request but wasnt able to tell me who that request was being sent to. I unfortunately had to order from another company because these didnt arrive on time when their company website stated they would arrive. Their customer service failed to communicate throughout this process of any delays and had different excuses each time I called.

  Business Response

  Date: 01/31/2024

  Good Afternoon,

  I am sincerely sorry for the delay you experienced in receiving your order from Envelopes.com. We understand how important timely deliveries are, and we deeply regret any inconvenience this may have caused.

  We acknowledge that our customer service team did not provide you with the level of support and responsiveness you deserved during your inquiries, and for that, we extend our sincerest apologies. We take full responsibility for the lapse in communication and assure you that we are taking immediate steps to address and rectify this matter within our customer service department.

  To make amends for the inconvenience you've faced, we would like to offer you a full refund for your order. Your satisfaction is our top priority, and we want to assure you that we are committed to improving our processes to prevent similar occurrences in the future.

  Your refund has been submitted and you will see the funds back in your account within 5-7 business days.