ComplaintsforCustomInk LLC

• Initial Complaint

  03/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  02/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  01/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an order about 5 months ago but since they did not have the product I needed they said they could put the order on hold till it came in stock, after 5 months I went with another company for my order and ask for them to refund me my money. I informed them that the card I used I ad changed bank and that account was no longer open. I requested they refund though another option they refused and still proceeded to refund me to the card with the account that was closed. After several attempts pf back and forth with them they refuse to refund my bank I have called multiple times and they have no recorded of even that they tried to do the refund so even if my account was open I would still not have gotten my refund. I see they have multiple situations similar to mine so I would like them to cut me a check of what I am owed $368.40 Order Number ********

  Business response

  03/25/2022

  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and campaign or order a WOW experience for our organizers. The order and transaction were fully canceled/refunded on Custom Inks end as of November 2021. Regardless, as the customer shared that they had not seen a record of the funds, our Satisfaction and Service teams partnered with the customer and their financial institution to ensure full resolution. As of March 7, 2022, the customer informed Custom Ink that they received the funds from their bank in the form of a check. Should there be any additional feedback or questions, they may contact our Service team at any time.
  
  

• Initial Complaint

  10/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have had several orders through CustomInk; Business/Personal/Group. One of the most recent fundraiser, the *********************** Fundraiser was one to assist with the medical costs of a close friend. The fundraiser closed with a delivery date of September 24th. I've called multiple times, left multiple messages and emails with no response. *** has since passed away and a lot of the family is contacting me wondering where their tshirts are. I've honestly never had this issue before and understand constraints with supplies but to be this late is very poor service and I feel this needs to be address and compensated.

  Business response

  03/25/2022

  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and campaign or order a WOW experience for our organizers. This organizer reached out to our Satisfaction and Fundraising Teams to share their concerns about their fundraising campaign. A resolution was reached in October 2021, which included Custom Ink offering a voucher for future use. We have continued to work with this organizer, and look forward to offering them the support and service they've come to expect from us over the years. Should there be any additional feedback or questions, they may contact our Fundraising team at any time.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I began a fundraiser through Custom Ink for a very large shirt order (est. 150+ shirts). The close date for the fundraiser was selected for 9/24/2021, and was confirmed multiple times with employees. For an unknown reason, the fundraiser was closed by Custom Ink 5 days early on 9/20/2021. I spent the entire day on the 20th calling approximately 10 times trying to get through to someone in customer service because over 50 shirt order had not yet been placed. On tuesday, I began calling again and finally got through to someone. I was told that a 2nd fundraiser would have to be created, and that we would have to meet our order minimum again of 69 shirts and would have to increase the price of the shirts. I explained that the first mistake of the fundraiser closing early was the fault of Custom Ink, and their 2nd mistake was not answering their phones when I tried to correct this mistake. Therefore, I should not have to reach a new minimum that I have already met or be charged more.

  Business response

  03/25/2022

  We apologize for this frustrating experience, as Custom Ink strives to make every interaction and campaign or order a WOW experience for our organizers. This organizer reached out to our Satisfaction and Fundraising Teams to share their concerns about their fundraising campaign. A resolution was reached in October 2021, which included Custom Ink offering an additional supporting donation to the charity the organizer was raising funds for with the t-shirt fundraiser. Should there be any additional feedback or questions, they may contact our Fundraising team at any time.

*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. ↩