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:01/24/2025

  Type:Service or Repair 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.

  ********** is a business that publishes a book that one has written over the course of a year. This opportunity to record my husband and my memories, family, and pictures was gifted to us by our son who paid $100.00 upfront. I am not asking for reimbursement of my son's cost. I received the two books ordered as shown in the pictures. The title of the book is not centered, nor does the color of the book chosen run from the spine to the edge of the book. I have emailed Memorygram several times detailing the issues and asking for a refund. I sent the company copies of the photos showing the errors. I have offered to return the books so the company can show these to their publisher. It is my thought that the company would be reimbursed by their publisher, and then, in turn, my expense would be credited to my charge card or a check would be sent to me. I have since reordered two additional copies after having discussed the title and color errors of the previous books. I received the corrected copies. Now I have purchased and been billed for 4 books, two of which are unacceptable. As I mentioned I have received no communications from Memorygram addressing this issue. My total cost for the two "defective" books was $156.00.

  Business Response

  Date: 02/14/2025

  Thank you for reaching out and for sharing your experience. We sincerely apologize for any frustration this has caused.
  
  At Memorygram, all books go through a DIY (do-it-yourself) approval process, meaning that customers must review and approve their final draft before submitting it for printing. Since our system does not alter the layout after submission, the books were printed exactly as they appeared in your final preview. That being said, we absolutely want you to be happy with your purchase and are sorry that the original books did not meet your expectations.
  
  Were glad to hear that your reordered books arrived correctly, and we appreciate you giving us the opportunity to make those adjustments. While we do not typically offer refunds on printed books since they are custom-made, we understand the concern and have issued a refund of $156 for the two original books as a courtesy. You should see that reflected in your account soon.
  
  We truly appreciate your feedback and will use it to continue improving our process. If theres anything else we can do for you, please dont hesitate to reach out.

  Customer Answer

  Date: 02/18/2025

  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.
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:12/09/2024

  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.

  In approximately July, I ordered 2 memory books as gifts for my children. They arrived in September and had some issues, mainly with pictures. I was told to go thru the book and correct any issues and reorder. On October 10th I placed the reorder. I received an email stating "Thank you for your order along with an order number. The books have never arrived. I sent emails and left phone message. On Nov.5th an email arrived sating it was being sent to the tech team to resolve the whereabouts of the order. No books have arrived and responses to my email and phone message I left. I am heartbroken. These are to be gifts for my adult children.

• Initial Complaint

  Date:11/22/2024

  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.

  On April 1, 2024 I purchased 2 memory books from Memorygram. I have been having issues since July 28. I have not received the books and sent several emails and text messages to no avail. After several months of correspondence I requested a refund and they but I was promised the book would be printed and sent to me on September 26. I have not received the books. On October 14 I asked for a tacking number that was never sent to me. On 11/16 I text again for an update and still have not received one. I requested a refund and I have not received the refund or the books.This order has been issue after issue from my account not downloading, to not being able to open my account, to the printing.

• Initial Complaint

  Date:02/19/2024

  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 ordered 3 copies of my personalized book from Memorygram. Upon ordering, I submitted the cover and wording I wanted, as well as emailed the business to confirm. They confirmed the cover would look exactly as submitted/sent to them (see emails). However, they printed and sent me 3 books that were different and incorrect.The seller admitted total fault and that the items sent were incorrect, yet are unwilling to work with me to come up with a reasonable solution. The books were time sensitive, which is why I took the extra step to email them upon ordering, to confirm the accuracy. Despite the issue being 100% the sellers fault, they are not willing to work with me to make up for this huge error that has caused a lot of disappointment and inconvenience. These were very special items for my grandfathers birthday, and now the cover of the book does not match my original book that I ordered through this company on 9/17/23. There is also a blank page in the middle of the books that should not be there. I believe they should take responsibility and be willing to offer at least a partial refund if I want to keep the incorrect books. Additional errors include a blank page in the middle of the book that should not be there, and the white line on the cover photo where the photo was not cropped fully to the frame (which was not present upon my submission photo or my original ordered copy).This company also has false advertising, as they show that you are able to place pictures throughout your book chapters (see pictures from their ads). However, that is not the case. You are only able to stack them all at the end of the chapter.

  Business Response

  Date: 05/24/2024

  Hi *******
  
  We tried to resolve your issue as swiftly as possible. Your books came with the name and title in different places on your cover in your mockup and we do apologize for that. All the internal stories, chapters and everything else was correct. As soon as the issue was identified we offered to send you new books free of charge while keeping the original books.
  
  After what you said to our team, demanded a 75% refund, refuse us to reprint and send you new books while still keeping the original books, refuse to return the books you had for a full refund, file a chargeback, and then write negative reviews about us online. 
  
  At the end of the day, you received a refund and we hope your family is enjoying the books you have. 
  
  Also, we do allow user to place pictures throughout the book chapters.

  Customer Answer

  Date: 05/24/2024

  Complaint: 21313903
  
  I am rejecting this response because:

  False statements were made.

  -You stated you swiftly worked to solve the problem, when I had to file a claim through PayPal before getting any response from you regarding the issue.

  
  -You stated that other than the title and author being switched, everything else was correct. The front picture had a white line and was not centered correctly, and there was also a blank page in the middle of the book that shouldnt have been there.

  
  -You did not take into account the time sensitivity of the items, which again was why I emailed prior to ordering, to confirm the cover. You wanted to re-print the books, but they would not have arrived in time. You refused to work together to come to a solution in regards to a partial refund. I never demanded anything. I made offers and asked questions to try and work together to come to a reasonable solution. Instead of owning up to your error and working together, you told me I had a deeper issue going on. It was only thanks to PayPal that I was able to get a partial refund for this error you caused.

  -You stated I received a refund, but to be clear, it was a partial refund, at less than half of what I paid.

  -Lastly, at the time I created and ordered my books, there was not a way on the website to place pictures throughout the chapters like you advertised. You also advertised that you could re-order books, but in reality, I had to re-do the cover and re-submit the book. If I could have just re-ordered a copy of my original book like you advertised, perhaps this issue could have been avoided.
  

  I hope you can do better in the future with the quality of your work and your customer service skills because they were severely lacking in my opinion.

• Initial Complaint

  Date:07/12/2023

  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.

  July 10th purchased a memorygram product. Also on July 10th a payment was deducted from my account for $22.25 Within 2 days I realized it would be impossible to fulfill my purchase due to illness and time constraints. I requested a cancellation and a refund of the $22.25 I was told I purchased this during a sale and therefor is non refundable. I see nowhere where it states this. In their help section this is what I found: "We are happy to offer a 7 day risk-free money back guarantee from the date of your purchase. Please email us at ******************** with your request and we will process your refund as long as no books are printed. Printed books are custom and cannot be returned or exchanged. This policy excludes special offers. I'm getting no resolution. Your assistance is appreciated.

  Business Response

  Date: 05/24/2024

  Hi ******
  
  We apologize we are just getting around to responded to BBB items. This one is a head scratcher as we have never sold a product for that amount. Its possible our customer service team could not find your order. If you did place an order with us, please email us and mention this review and we will get it resolved ASAP.