Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/6/24 I ordered an item from printerpix, when I received it i was not happy with it so I contacted them to get a refund and send it back, they contacted me but gave me the run around therefore they didnt honor their customer satisfaction agreement and assist me in returning to get my refund.

  Business response

  01/29/2025

  Hello Susi,

  
  The customer designed and ordered 1 ************************ through our self-service portal.

  Our website provides guidance throughout the design process, but since the project is created by the customer, any design-related mistakes are their responsibility.

   

  However, we do take full responsibility for any manufacturing or transit defects, as outlined in our Terms & Conditions.
  ************************************************************

  
  After reviewing the order, we confirm that it was printed exactly as submitted. Therefore, we are unable to offer a refund. However, if you are unhappy with the final product, we would be happy to offer a free replacement blanket if you modify and resubmit the design.

  
  Please let us know how youd like to proceed.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Around December 30 I was scrolling on ******* and bought a Groupon for printer packs as I thought it would be a good gift for myuncle for Christmas that same day. I went on the website every teamed it and paid the $10 shipping so this day, I have not gotten my package nor I gotten an update and continuously have reached out and have been ignored at this point. I dont know what else to do. Ive checked reviews online and Ive seen people had the same problems.

  Business response

  01/29/2025

  Hello *****,

  
  The original order ******** was produced and shipped on January 8, 2025, via *****.

  
  Here are the tracking details:

  
  Tracking Number: ************ / 74890986345751836718

  
  Tracking Link: ***** Tracking: ******************************************************************************************************************

  
  Delivery Status: Delivered on Thursday, January 16, 2025, at 10:53 AM

  
  Please let us know if you need any further assistance.

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased on 12/5/24 and was told 99% of orders would arrive by 12/24 for christmas. I got an email that the order shipped on 12/9, but have not received any updates since 12/12 which I only got via the tracking number. **************** has been completely unhelpful, they have not gotten back to me to provide updates. They told me they'll look into it but have heard nothing since. I even gave them time to reply before I filed a complaint with my bank. They ignored that as well. I haven't filed that yet but will be right when I am done with this request. I want the item to be re-shipped out to the delivery address because clearly my package is lost at this point. I want the business to ship out a new item, and refund for my trouble. i have a very sad niece who didnt get her gift for christmas.

  Business response

  01/20/2025

  Hello ******,

  
  I wanted to provide you with an update on your original order, ********. It was produced and shipped on 12/9/2024 via *****. You can track the shipment using the following link:

  
  FedEx Tracking Link for Original Order:
  
  *****************************************************************************************

  
  Current Status: The order is currently stuck with the delivery company due to an issue with the address provided. We have sent multiple requests to correct your address.
  
  ***** ******
  PSC 103 BOX 2764
  APO
  ARMED FORCES EUROPE 09603-0028
  ***

  
  However, we are happy to process a replacement order for you if you provide us with the correct and complete delivery address.

   

  
  Please let me know if you'd like to proceed with this.

  Customer response

  01/23/2025

   
  Complaint: 22795334
  
  I am rejecting this response because I want you to re-verify if the item can be delivered to the original address I entered which is: 

  
  PSC 103 Box 2764 

  APO 

  Armed Forces Europe 09603-0028

  USA 

   

  IF and only IF it cannot be shipped there, then you may ship a new item to:

  ****** ******

  *********************;

  ******* NE 68462 

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

  Business response

  01/29/2025

  Hello ******,
  
  Thank you for your response.
  
  As the original order could not be delivered to the initial address, we have processed a replacement order and updated it with your new address:
  
  ****** ******
  ******************************************************
  ***
  
  Additionally, I have requested our production team to prioritize this replacement to ensure a quicker turnaround.
  
  Please let me know if you have any further questions.
  

  Customer response

  02/03/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a customized photo on 1/17/2024. It was scheduled to arrive on 12/23/ 2024 and didn't. I have contacted Printerpix several times and was informed that it would arrive before Christmas, as It was a gift. The picture never arrived; I made several attempts to contact Printerpix regarding my purchase to no avail. I was informed on 1/7/2025 that the order had been returned to Printerpix ( No one informed me at all). The person I spoke to informed me that they will send the order to me and that she will have it expedited. She also stated that she would email me with the confirmation and that she would update on 1/8/2025. She didn't. I contacted Printerpix this morning to follow up (1/9/2025). I was informed that the photo had to be re-created and that it would take 3 to 5 business days and after that It would take 5 to 7 business days to get to me. I asked about the order being expedited and was informed that she would not be able to do it until after it was re-created. I informed the representative that I spoke with that this whole experience has been very inconvenient and asked about compensation; she then hung up on me. When I attempted to call back the line just when to hold and no one ever picked up the phone. At this point I do not know if I am actually going to receive my order or not, therefore I need BBB's assistance with this matter.

  Business response

  01/20/2025

  Hello *********,

  
  I wanted to provide you with an update on your original order, . It was produced and shipped on 12/24/2024 via ****. You can track the shipment using the following link:

  Tracking link: ***************************************************************************************************************************************

  
  USPS Tracking Link for Original Order

  
  Latest Update on Original Order: Your item was returned to the sender at 11:51 am on January 6, 2025, in ***********, ********, due to the forwarding order for your address no longer being valid.

   

  
  We have processed a replacement order after confirming your address again. The replacement order number is RED553458, and you can track it here:

  
  USPS Tracking Link for Replacement Order:
  

  ***************************************************************************************************************************************
  
  Latest Update on Replacement Order: Your replacement order was delivered at or in the mailbox at 2:55 pm on January 17, 2025, in ******, DE 19713.

  
  Please let me know if you need any further assistance.
  
  

• Initial Complaint

  01/08/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two custom puzzles and a metal print on December 18, 2024. I received an email that day from Printerpix stating "order now get it by Christmas." My email confirmation stated "Orders placed for Christmas delivery will be manufactured and shipped to arrive in time for Christmas." Two of the three items were gifts for my mother in *******. I planned to hand deliver them to her when I traveled there just after Christmas.I received an email on December 23, 2024 stating they were having production problems and my order would be delayed. I tried to contact Printerpix via its online chat function but could not get support from a human being even though its website states "Real People Not Bots 24/7 Support." I emailed and submitted an online ticket, asking if two items could be expedited or shipped to *******. I was told that was impossible.The puzzles arrived January 3, well after they were supposed to. The metal print still has not arrived. I've now called and emailed multiple times, after many unsuccessful attempts to chat with a human on the Printerpix online chat function. **************** is very poor. They do not answer questions about their terms (100% satisfaction guarantee) or their false statements that the order would be delivered by Christmas. I've been told someone would call me back to address my issues. Never received a call back. I paid $144.70. I have asked for a full refund and a shipping label to return what I received but Printerpix has only offered to refund what I paid in shipping. Website states "Free Returns 100% Money Back Guarantee." They will not honor my request to return the products for a full refund since they failed to deliver by Christmas as promised.

  Business response

  01/20/2025

  Hello ****,
  I wanted to update you regarding order ********. It was produced and shipped on 12/31/2024 via *****
  Additionally, the refund request (RR-PIX202564147) has been completed with a transaction ID of pmmzgdkn. The refunded amount is $34.97, issued due to the delay caused.
  
  Let me know if you need further assistance.

  Customer response

  01/21/2025

   
  Complaint: 22786719
  
  I am rejecting this response because:

  Printerpix engages in deceptive advertising and does not live up to its own terms and conditions for purchases.  Printerpix advertised that orders placed by Dec 18 would be delivered by Christmas.  See attached email that I relied on when ordering.  I ordered by Dec 18.  See attached order confirmation which again stated my order would arrive by Christmas.  My sales order, also attached, confirms I ordered by Dec 18.  Printerpix did not deliver on time, making it so I did not have Christmas gifts I planned to give to my mother and my family. Printerpix shipped my order on Dec 31 and it did not arrive until January 10 as Printerpix's attached document confirms. 

  Printerpix's terms and conditions (*********************************************************************************************************************************************************) state "Unless otherwise noted, Company will make best efforts to dispatch merchandise within a maximum of 15 business days of the receipt of a properly completed order, but this is only an estimate. Because of this we have a 15 business day waiting period after dispatch before any product will be resent. Company shall not be liable for any loss, damage, cost or expense related to any delay in dispatch or delivery."  "Unless otherwise noted" is key because Printerpix noted in its ads that orders place by Dec 18 would be delivered by Christmas.  The same terms have a "100% Satisfaction Guarantee" stating that its goal is complete satisfaction with "Services and Products" and  "If youre not 100% happy, let us know and well do whatever it takes to make it right. Our 100% Satisfaction Guarantee means we wont rest until youre happy whether that takes a reprint of your order or a refund." Due to Printerpix's advertisements, Christmas delivery was a material term of the contract and the reason I decided to place an order with Printerpix.

  I have asked for a full refund but Printerpix has denied this request, contrary to its own terms.  It has merely refunded shipping I paid, but this does not remedy Printerpix's breaches by not delivering any of the three items I purchases until well after Christmas.  The extremely late products are now worthless to me because Christmas came and went without All I ask is for Printerpix to live up to its own terms and conditions and issue me a refund. 

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

  Business response

  01/22/2025

  Hello ****,
  
  Thank you for reaching out.
  
  I wanted to update you regarding order ********. The order was produced and shipped on 12/31/2024 via ****, and delivery has been successfully completed.
  
  As a resolution for the delay, a refund of $34.97 has been processed for the shipping charges (Refund Request: RR-PIX202564147, Transaction ID: pmmzgdkn).
  
  Unfortunately, as the product has been delivered, we are unable to issue a refund for the product charges. However, we remain committed to ensuring your satisfaction and are here to assist with any further concerns or questions.
  
  Please feel free to let us know if theres anything else we can do to assist you.

  Customer response

  01/23/2025

   
  Complaint: 22786719
  
  I am rejecting this response because: 

  Printerpix continues to ignore the issue here. I challenge Printerpix to address the issues I've raised and live up to its own terms and conditions which offer 100% satisfaction and a refund.  I've previously placed the link to Printerpix's terms and attached the ads I relied on when I decided to order the products from Printerpix. I ask that Printerpix forward this complaint to its legal department because its customer service department continues to ignore the issues I have raised.

  My order was delivered more than two weeks after Christmas, on January 10.  It contained a puzzle that I hoped to complete as a family (a holiday family tradition) while my daughter was visiting from ******** for the holidays.  It also contained a puzzle and a metal print for my elderly mother, who lives in an assisted living home in ********  I traveled there for a few days between Christmas and the New Year to see her and was going to hand deliver these gifts to her.  Due to Printerpix's failure to live up to its end of the bargain and deliver the gifts by Christmas--the only reason I ordered the gifts from Printerpix--the items are now worthless to me.  My mother's puzzle and metal print, containing a photo of her five adult children, will be dated by next Christmas and since she is 82 years old and in declining health, she may not be here by next Christmas.

  Again, I should reiterate that Printerpix needs to address these issues and offer me a full refund plus return shipping.  I am zero percent satisfied, and according to Printerpix's own terms which are part of the contract, I am entitled to a full refund.  If Printerpix does not live up to its own terms, it is in violation of  laws which prohibit false advertising and deceptive business practices, in addition to breaching is contract with me.  The Utah Consumer Sales Practices Act prohibits business from: "after receipt of payment for goods or services, fails to ship the goods or furnish the services within the time advertised or otherwise represented."  Utah Code 13-11-4(2)(l). I previously asked to cancel the order and a refund, but Printerpix has ignored these requests, violating Utah law by not refunding my money within the time.  I have emailed Printerpix with these requests and done it via Printerpix's online chat function before my order was delivered.  *******, where Printerpix is located, has similar laws.  

  Please refund my money and pay for return shipping or I will have to escalate this further.  Also, if I do not get a response from Printerpix's legal department rather than its deficient customer service department, I will have to escalate this further.  

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

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order from the company Printerpix that was worth over $100. The delivery was supposed to arrive December 9th, 2024. As of today Jan 7th, 2025 the product has not arrived, *** told us they never received the product and the company has not responded to emails recently.

  Business response

  01/16/2025

  Hello ****,
  
  Thank you for writing to us at Printerpix.
  
  We want to confirm that your order was shipped from our manufacturing facility to the following mailing address and delivered On Tuesday, January 07 at 2:43 P.M. The package picked up at the the **** facility:
  
  **** ****
  PO BOX 750834
  *********
  ****** 99775-0834
  ***
  
  *************************************************************************************************
  
  We sincerely apologize for any inconvenience caused.
  
  
  Feel free to contact us if you have any questions.
  
  We will be happy to help you.

  Customer response

  01/16/2025

   
  Complaint: 22780914
  
  I am rejecting this response because the package never arrived at the post office where my PO Box is located. Either the business shipped it to the wrong post office or the package never arrived

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

  Business response

  01/22/2025

  Hello ****,
  
  Thank you for writing to us at Printerpix.
  
  We want to confirm that your order was shipped from our manufacturing facility to the following mailing address and delivered On Tuesday, January 07 at 2:43 P.M. The package picked up at the the **** facility:
  
  **** ****
  PO BOX 750834
  FAIRBANKS
  ALASKA 99775-0834
  ***
  
  *************************************************************************************************
  
  We sincerely apologize for any inconvenience caused.
  
  
  Feel free to contact us if you have any questions.
  
  We will be happy to help you.

  Customer response

  01/22/2025

   
  Complaint: 22780914
  
  Hello:

  The package has been delivered now and i received it finally. Now that this has been resolved, what solutions can your business provide for the very late delivery and missing the Christmas deadline that was guaranteed?
  
  Sincerely,
  **** ******

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against ************************** regarding an unresolved issue with an order I placed, which has not been satisfactorily addressed despite multiple attempts to resolve the matter directly with the company.On December 10, 2024, I received a photo collage blanket that I ordered on December 5th as a Christmas gift. Upon arrival, the blanket was not only printed off-center, but there were also noticeable ink splotches across the background in many areas. The quality was significantly below the standards expected, especially given that the item was intended as a gift.I contacted Printerpix customer service on the same day to report these issues. After not receiving a timely response, I followed up multiple times through email and their online chat service. Each time, I was either directed to send photos or met with delayed responses. On one occasion, a representative named Peach ****** acknowledged the problem and promised a refund as well as a replacement. Despite this assurance, no refund has been processed, nor has any replacement been ************* subsequent attempts to reach a resolution have been ignored, and the lack of accountability and responsiveness from Printerpix has been disappointing. The details of my interaction with their customer service are documented and include multiple emails and chat logs that underscore the lack of effective resolution and customer support.Given the situation, I seek the BBB's assistance in obtaining a full refund of $100 for the defective product and an acknowledgment of the poor service rendered by Printerpix. I believe this complaint is justified due to the company's failure to honor its commitment and the significant inconvenience caused.Thank you for your attention to this matter. I am hopeful for a prompt resolution.Sincerely,***** ******

  Business response

  01/16/2025

  Hello *****,
   
  Thanks for contacting Printerpix. 
  
   
   We will be glad to help you.
  
   In order to notify you, we have replaced the order for you and attached the screenshot and order number below. 
   
  Please feel free to contact us if you have any further questions. 
  We wish you a good day.

  Customer response

  01/16/2025

  I have read the response and will accept this issue as resolved IF the replacement actually arrives and is printed correctly.  I have not received any tracking information or shipping notification as of yet.  

  Customer response

  01/21/2025

   
  Complaint: 22772387
  
  I am rejecting this response because:

  I have read the response and will accept this issue as resolved IF the replacement actually arrives and is printed correctly.  I have not received any tracking information or shipping notification as of yet.  
  
  Sincerely,
  
  ***** ******

  Business response

  01/22/2025

  Hello *****,
  
  Thank you for writing to us at Printerpix.
  
  We'd like to confirm that your replacement order was shipped from our manufacturing facility to the following mailing address on 1/15/2025:
  DELIVERED
  Monday
  12/9/24 at 10:49 AM
  
  ***** *****
  275 FAWNWOOD CIR
  *********
  ******** 71730-8634
  ***
  
  ******************************************************************************************************************
  
  We sincerely apologize for any inconvenience caused.
  
  
  Feel free to contact us if you have any questions.
  
  We will be happy to help you.

  Customer response

  01/22/2025

  Replacement received. 

  Customer response

  01/22/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a metal print for a Xmas present. I sent them the picture. What they sent me was a poor version of it. So dark compared to the picture that you can barely make out the boys silhouette sitting in front of the mountains. They sent me a reply saying heres the pic you sent us and is exactly the same we printed on metal for you. If you looks at the pics you can see the difference.

  Business response

  01/14/2025

  Hello *********,
  
  Order Number: 64499039
  
  The customer designed and ordered one MetalPrint 24x16 using our self-service portal. The order was created and finalized by the customer, and our website provides clear guidance to assist with the design process. Any creation errors are the customers responsibility, while we take full accountability for any manufacturing or transit defects, as outlined in our Terms & Conditions.
  
  We have printed the product exactly as it was finalized by the customer. The project was created using a very dark image, which naturally results in differences between the soft copy and the printed product due to the material's texture. However, the product was printed with the best possible quality.
  
  Regrettably, we are unable to offer a refund or replacement for issues arising from the customer's design choices.
  
  Thank you for your understanding.

  Customer response

  02/08/2025

  I apologize for replying.  Printerpix has finally reached out and offered a refund if I return the order.  I sent the order to them and just received the refund 2 days ago.  Thank you for your assistance. 

• Initial Complaint

  01/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Re: order ********, est delivery was 12-2-24, as of 1-3-25 has not been delivered. No tracking number on website."11-26-24 We are working on creating your personalized photo gift! Please allow up to 96 hours for the next update. Thank you.11-30-24 Our team are busy putting a touch of magic on your personalized order. Well send you another email with more updates as your order progresses. Thank you.12-18-24 Your parcel has been passed onto the courier. You will receive further updates once your package is out for delivery.Enter your tracking number N/A to follow your order on our courier's site."Other orders with issues: 64509322, 64509316, 64509311, 64509307- all arrived past the estimated delivery date, one was much later and is showing no such order when I try to file a ticket. Defective printing in at least 15/40 calendars from these orders. **************** is abysmal. I cannot get resolution in any form- email, chat, phone, or **** that replies on Trustpilot. I am unable to fulfill orders placed for a small animal rescue fundraiser or even give people an estimate of when they might get their orders. I am furious with this company, their lack of regard for customers, the poor quality of product, no restitution or offer to reprint the defective calendars despite being reassured by a chat agent 12/2/24 that it is 100% satisfaction guarantee. I emailed Printerpix 12/22/24 to the email listed on Trustpilot reply from ****, requesting refund of $239.91 (Groupon value $134.96 + shipping $19.99 x 5 = $99.95 + rush fee $5), and rush reprinting of 30 calendars (20 replacements, 10 for the missing order). This does not cover the loss of expected sales for a nonprofit fundraiser, which were expected to be an additional minimum of $525. There has been no response.Also emailed 1/2/25, 12/18, 12/17 multiple times, 12/13 multiple times, 12/11 multiple times, 12/6, chat 12/2, (dates not recorded), then 12/17, 12/19, 1/3.

  Business response

  01/14/2025

  Hello ******,
  The original order (Order No. ********) was produced and shipped on 12/18/2024 via FedEx.
  Tracking Number: 61290986345751532768
  Tracking Link: Track Your Package
  Delivery Status:
  Delivered on Sunday, 01/05/2025 at 13:27
  Additionally, a refund (RR-PIX202462518) of ***** was processed from the economy shipping charges for the delay caused.
  Transaction ID: ********
  If theres anything else we can assist you with, please let us know.

  Customer response

  01/20/2025

   
  Complaint: 22764137
  
  I am rejecting this response because:
  
  A $5 refund for the rush processing for an order for calendars placed BEFORE Thanksgiving (due to be delivered Dec 2, 2024) that was delivered AFTER the New Year, is not sufficient. We have lost funds for our nonprofit's biggest fundraiser, since calendars are generally only worth anything in December and then must be discounted. $5 is laughable for the amount of money, time, and effort put forth towards resolving this issue, and the very poor customer service ********************** provides.
  
  Sincerely,
  
  Kelsey

  Business response

  01/22/2025

  Hello ******,
  Thank you for reaching out.
  As per our records, the original order (Order No. ********) was produced and shipped on 12/18/2024 via *****. The package was successfully delivered on Sunday, 01/05/2025, at 13:27.
  We have already refunded the economy shipping charges (Transaction ID: ********, Refund Reference: RR-PIX202462518) as a goodwill gesture to address the delay caused during shipping.
  Unfortunately, since the product has been delivered, we are unable to process a refund for the product charges.
  If you have any further concerns or require assistance, please dont hesitate to let us know.

  Customer response

  01/22/2025

   
  Complaint: 22764137
  
  I am rejecting this response because:

   

  Please do check your records again. You did NOT refund the shipping cost of $19.99, you only refunded the $5 RUSH production additional charge, that I was actually told would be refunded on Dec 2, 2024, long before the calendars were even produced or shipped.

   

  If you send me a prepaid return envelope I will gladly return the 10 calendars for a refund because they have marred printing and are of a subpar, thinner quality than the other 40 calendars I received. I do not have faith that if I pay to ship them to you I will be refunded, as reviews in the past people have done so and the products were returned to sender, with the person out both the original amount paid AND the shipping to try and return the product to receive a refund. I have no trust in this company.

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

• Initial Complaint

  01/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed order #******** on December 19, 2024 and paid for Rushed 1-2 shipping. I have not received this order nor a refund despite my request. Their customer service uses automated responses and continues to send the same message about not having shipping information to provide, despite my specific request for a refund.

  Business response

  01/10/2025

  Hello ********,
  
  Thank you for writing to us at Printerpix.
  
  We want to confirm that we have replaced the order and shipped it from our manufacturing facility to the following mailing address on 12/24/2024:
  
  We shipped the order on time; the delay was caused by **** Please find the proof of tracking details:
  
  ******** ******
  *************
  *************
  *********** 39564-2577
  ***
  
  *******************************************************************
  
  We sincerely apologize for any inconvenience caused.
  
  Feel free to contact us if you have any questions.
  
  We will be happy to help you.

*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. ↩