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:11/16/2023

  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 have two accounts with CustomInk, one of which I did not open.Someone recently tried to steal my identity and I want both my CustomInk accounts permanently deleted. I have chatted with support at least 10 times, sent many requests to have my accounts deleted, emailed support many times and CustomInk refuses to delete my accounts or even respond to me. I've included the associated email addresses with both accounts. *************************** **********************

  Business Response

  Date: 12/08/2023

  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and order a WOW experience for our organizers. As noted, the customer spoke with a Custom Ink representative in November regarding account deletion. The rep provided information on how to formally submit the request via the Custom Ink Privacy Webform that can be found here: ******************************************************************************************************************** as described in our Privacy Policy that can be found here: *************************************** 
  At the customer’s request, a Custom Ink representative filed an additional tech ticket on behalf of the customer to check the status of the removal. The customer interacted with a Custom Ink representative via chat on December 6th. They were informed that the tech team will process the request as soon as possible, and it is expected to be completed within the next two weeks. We apologize for this frustrating experience, but should there be any additional feedback or questions regarding this issue, the customer may contact our Service team directly at any time.
  

• Initial Complaint

  Date:05/11/2023

  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 set up a family reunion custom t-shirt order link on custom ink website in February 2023, in order to notify family via ***************** postal delivery mail of a family reunion to take place in July 2023. Upon creating the t-shirt order link, the link would allow me to extend the date to May 14, 2023. I called the company and informed them that I had a family reunion in July 2023, would it be possible to extend the link out to a further date once I created it, I was told yes "all i had to do was call in to extend the link deadline. upon calling in on 5/11/2023 today, I was told that I could not extend the deadline and had to pay for 100 shirts in order to get the 40 or so shirts that are so far ordered. I am asking for an extension to order the ************************************************** t-shirts by June 23, 2023.

  Business Response

  Date: 11/29/2023

  From: **************************************** <***************************@customink.com>
  Date: Wed, Nov 29, 2023 at 12:18 PM
  Subject: Custom Ink Complaint #******** Follow-up Response
  To: <[email protected]>, *********************** <********************@mybbb.org>, *********************** <******************@mybbb.org>
  
  Hello,

  Custom Ink Response:
  
  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and order a WOW experience for our organizers. As noted, the customer spoke with a Custom Ink representative on May 11th regarding their request to extend their group order form. The representative researched with our tech team and reached out to the customer that day via email to let them know that due to technical limitations of how the group order form platform works, there was no way to further extend the original group order form beyond 90 days. It appears the customer filed this BBB complaint on May 11th and continued to work with Custom Ink after the complaint was filed, as follows: The customer reached out on May 11th to share their dissatisfaction, and then on May 12th to reiterate their original request. A Custom Ink representative advised a potential workaround to meet the customer’s needs by launching an additional group order form. The customer worked with Custom Ink representatives May 15th through May 26th, successfully finalizing their order on May 27th. We apologize for this frustrating experience, but should there be any additional feedback or questions regarding this issue, the customer may contact our Service team directly at any time. 

• Initial Complaint

  Date:03/21/2023

  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.

  Terrible experience with ordering shirts. Placed a rush order to be delivered by yesterday and paid the extra money. Not only are the tshirts no where to be found but when I called to find out where they are, I was told they haven’t even been shipped yet! Then I was told someone would call me right back with an update. Never heard back! I called back again and was put on hold for over 10 minutes! I still do not know when the shirts are arriving. Your customers deserve better!

  Business Response

  Date: 04/21/2023

  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and order a WOW experience for our organizers. Upon researching this complaint, it appears that the customer was able to resolve the issue with a manager on March 21st via a phone call. As promised during that conversation, our intention was to get the order delivered by March 22nd, but unfortunately the quickest method resulted in a delivery on March 24th. During the March 21st phone call, the manager also confirmed that regardless of the delivery, a full refund was issued in the amount of $213.27 as a courtesy because although we were attempting to do get the order delivered on time, we were unable to guarantee it. We again apologize for this frustrating experience, but we hope to be given the opportunity to wow the customer in the future. Should there be any additional feedback or questions regarding this issue, the customer may contact our Service team directly at any time. 
  
  

• Initial Complaint

  Date:02/14/2023

  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.

  I created a fundraiser with CustomInk LLC. I raised $399 for my ******* ******** team using their website. Patrons purchased t-shirts and also donated money through www.customink.com. It was explained that once the fundraiser was complete CustomInk would send me a check for funds raised. This check was expected mid-November. After 45 days I never received the check and requested that another be mailed out. I spoke with ***** on December 20, 2022 and she assured me that the first check was canceled and that a new check would be mailed out. After 45 days I contacted them again because I never received the check. I spoke to ******** on 2/7/23 and she informed me that I could have the funds sent to me via ******. On February 8th they informed me that they would not send the funds because I had already received the check and cashed it. They sent me a form that they created and under funds it simply states "check cashed". They say that I would have to file a complaint with the bank on my own.

  Business Response

  Date: 04/21/2023

  ***** **************************************** ********************************************************************************************************* ***** **** *** *** **** ** **** ** ******** ******* ** ******* ********** * ****** *** *** *********************** ************************************** ********* ********* *********************************
  
  Response:
  
  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and order a WOW experience for our organizers. Upon researching this complaint, it appears that the customer has made further progress working with Custom Ink and the customers bank after they filed this BBB complaint on March 6th. Our most recent correspondence with the customer was on March 21st and we have not heard from them since. Hopefully that means the issue has been fully resolved with the customer and their bank, but if not, please know that they may reach out to our Service team directly at any time and wed be happy to help to the best of our ability. 
  

  Customer Answer

  Date: 04/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

   

  Custom Ink has noted that my issue was resolved and it absolutely was not.  Yes I was in contact with them on March 21st but they responded that they were still waiting on a response from the bank.  I have attached my email to this response.  On May 22nd Custom Ink responded stating that they were waiting on a response from the bank.  I have yet to hear from Custom Ink with a resolution nor have I received the funds raised by OUR FAMILY MEMBERS on their website.  
  
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/26/2023

  We apologize for any ongoing frustration and confusion with this complex issue. The customer reached out to our Service team via email on April 21st, and on April 24th a Custom Ink representative  replied with the following information, as provided from our Accounts Payable team: "This process can take up to 2 months to process after the bank receives the affidavit. I am very sorry this is taking time to dispute the cashed checked, but we have to wait for ***** ***** to complete this process." As always, the customer may reach out with any questions or concerns by replying to that email or giving ** a call at ************. We look forward to a satisfactory resolution. 

  Customer Answer

  Date: 04/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/07/2023

  Type:Order 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 placed two large custom ink orders for our elementary school. BOTH orders have had numerous errors. The first order we were credited $400 for the errors. The second order custom ink has repeatedly denied compensating us for the errors. We have failed to receive shirts that were ordered, the shirts have been printed incorrectly, and overall it's just been abysmal. We wish to receive our $400 credit in the form of cash and check for all of the inconveniences. Given that we have spent thousands of dollars on these shirts, I do not think this is egregious given the parent complaints we are having to deal with because shirts are missing, printed wrong, and the wrong size.

  Business Response

  Date: 06/07/2023

  From: **************************************** <*****************************@customink.com>
  Date: Wed, Jun 7, 2023 at 8:48 AM
  SubComplaint #********
  
  *****************************************
  E-mail: *********************
  
  Response:
  
  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and order a WOW experience for our organizers. After the customers order from January 11th experienced a delay due to extenuating circumstances, we first issued a $100 voucher on January 19th. On February 2nd the customer emailed to inform us of concerns regarding the printed design and sizes. A member of our Service team replied on February 6th requesting additional information to best address the concerns. Upon discovering where the miscommunication occurred during the ordering process, the Service Rep offered to reprint the order with corrections at no additional cost to the customer. The Service Rep requested an exact list of what the customer was missing so that they could issue a replacement, and they also offered a partial 30% refund on the order due to the inconvenience as a result of miscommunication. The customer agreed to this resolution via email on February 8th. On February 10th the Service Rep replied to confirm the shipping address for the replacement items and to confirm a name and address for the partial refund check to be sent. The customer confirmed the name and address of their own for the check, also on February 10th. The Service Rep and the customer had a few additional email interactions through February 13th, reconfirming additional sizing/color choices. As of February 14th, the customer agreed that everything on the reorder and partial refund via check was satisfactory. On February 15th the Service Rep emailed the customer to let them know that the replacement order was successfully created, and to reach out with any further questions. We have not received further correspondence from the customer since that time. We apologize for this frustrating experience, but should there be any additional feedback or questions regarding this issue, the customer may contact our Service team directly at any time. 
  

• Initial Complaint

  Date:01/18/2023

  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 Dec 27, 2022 I ordered a shirt from customink.com for guaranteed deliver by Jan 11, 2023. Having heard nothing from CustomInk, I reached out to them on January 6, 2023 to confirm my order would still arrive by January 11. I was told "There are no concerns with this order. It is set to ship out today to deliver 1/11."On January 7, I still had not received a notice that order had shipped so I reached out again. On January 8, CustomInk responded there was a printer issue and the order is now on track to deliver 1/18. This was not acceptable as I needed the shirt for a trip I was leaving on 1/13. CustomInk refunded my order but would do nothing further to help insure I received the shirt before 1/13. I had to reach out to another printer and submit a rush order for $72.13 to receive the shirt in 3 days, which they were able to successfully deliver. CustomInk needs to be held accountable for the entire $72.13 because it's due to their negligence and miscommunication that I suffered these additional damages.

  Business Response

  Date: 04/21/2023

  From: **************************************** <*************************************************@customink.com>
  Date: Fri, Apr 21, 2023 at 1:28 PM
  Subject: Updates on pending complaints - Custom Ink
  To: *********************** <******************@mybbb.org>

  Complaint #******** 
  
  *************************
  
  Response:
  
  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and order a WOW experience for our organizers. As the customer confirmed, after the extenuating circumstance led to an unexpected delay in their order, we first issued a $25 voucher as a courtesy towards future use. Upon discovery that the order would not arrive in adequate time for the customers needs, at the request of the customer we canceled the order and issued a full refund for the entire original purchase price of $41.41. To confirm, the order and transaction were fully canceled/refunded on Custom Inks end as of January 8, 2023. The $72.13 the customer references in their complaint is a separate order they placed with a different company, unaffiliated with Custom Ink. Should there be any additional feedback or questions regarding their Custom Ink order they may contact our Service team at any time. For concerns on their order with any other company, they will need to direct feedback to that company directly. 
  

  Customer Answer

  Date: 04/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: their negligence cost me an additional $30.72.  Their response does not address this fact.  A $25 coupon means nothing for a company that cannot deliver on their timelines despite proactiveness on my part to confirm status.  
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/08/2022

  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.

  I began a group order 9/15-9/30 to raise money during Cancer Awareness Month. Those funds raised by the *** ***** **** ****. would be match by local organizations in the city of New Haven CT to present to ****** ****** Hospital in New Haven. Products were to be mailed to costumers individually. Orders came in and the sizing did not match the approved proof. Custom Ink updated the sizes for youth not adults. Custom Ink stated they would compensate me. They said the checks were in the process to be delivered 2 weeks after the orders close. After calling and asking for an update, I was told 10/28. Called again 10/29 and was told I should receive the check 11/4. Numerous calls, emails and online chats. Only solutions were to cancel "sent" checks and reissue them. When asked where are they mailing the checks, they send me the correct address for me that they have on file yet I haven't received anything. Over the phone, tell me to check all of my mail (as if I a child). They say it may come in a Custom Ink Branded envelop and it may come in generic envelop. I have checked every thing. They said direct deposit in not an option because it was a group order not a fundraiser (which is not written in their language anywhere). They asked me if I would like the funds delivered to another address. I told them no, my home address is the most trustworthy. Here we are 12/8 and I have not received any refund payments totaling $909.22. The *** ***** **** **** ******* of the *** ***** **** ****. has been extremely embarrassed as well as personally. I have damaged trust and weakened my reliability with heading a fundraiser within my organization. I am not sure what else to do. Custom Ink will continue to have excuses and offer the same solutions which isn't working. Can you please help me to resolve the issue.

  Business Response

  Date: 06/07/2023

  Complaint #********
  
  *****************************
  
  E-mail: ************************
  
  Response:
  
  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and order a WOW experience for our organizers. As the customer has described, our Service team confirmed that they were issuing two refunds via check in the amounts of $479.22 mailed on 11/4/22, and $430.00 mailed on 12/2/22.  As of 12/8/22 when the customer reported they had not received the first check, the Service Rep partnered with our Accounting department to cancel and reissue that check for $479.22, mailed on 12/16/22. On 12/13/22 the customer confirmed that they successfully received the $430.00 check. We have not received further correspondence from the customer since that time. We apologize for this frustrating experience, but should there be any additional feedback or questions regarding this issue, the customer may contact our Service team directly at any time. 
  

  Customer Answer

  Date: 06/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:08/02/2022

  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.

  There was/is a price discrepancy on their website between what is shown as the price, and then the actual price checking out. I’ve included images with time and dates in the top left corner to show this happened within a minute of each other. The difference is about $100 for 150 Koozies. I talked with their customer service, who didn’t offer a solution. Pricing advertised should match the price I’m being charged — even if it’s an error on the part of CustomInk. As such, I think I should get a coupon code/store credit that reflect the price difference between what was promoted and what it stated.

  Business Response

  Date: 06/07/2023

  From: **************************************** <*************************@customink.com>
  Date: Wed, Jun 7, 2023 at 8:48 AM
  Subject: Re: CustomInk LLC - Business ID# *******

  Complaint #********
  
  *************************
  
  E-mail: *****************
  
  Response:
  
  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and order a WOW experience for our organizers. We are unable to find any records in our system matching this consumers information. If they discovered a bug or error on the website that they reported we do appreciate their pointing it out to us, and we apologize for any confusion. Should there be any additional feedback or questions regarding this issue, the customer may contact our Service team directly at any time.