Complaints

• Initial Complaint

  01/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/15/2022 2:20:29 PM I purchased coupons that can be used at a later date for (1) 20x16 inch Metal Print, and (1) that offered 3 @ 14x11 inch Metal Prints for a total of $90.93. My first attempt to communicate with the business through emails was on Dec 17 @1:01pm, and received a reply but was not a solution as they assumed the coupons came from some other place and told me to go there. These coupons, as it shows on my receipt, came from them, which I sent them a copy of, along with screenshots of it not accepting the coupons as they say they are "UNrecognized codes." If you look at the code you, it almost appears as if old ones from 2019 as it is contained the date within the code. Response was generic and seems they seem to be delaying with a solution. I also asked about any expiration dates, no reply. Couple more emails, with no replies, and then I asked for a refund and still nothing... that was the 21st of Dec. I then opened another ticket ********* telling them to see ticket ******* for reason of this ticket... then looking at the 2 numbers you can see there are many between the two... Should be a big warning sign attached to their website... A BIG FAT RED "F"...

  Customer response

  01/05/2023

  business has given me a refund.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dec 4th I ordered a custom photo blanket from Printerpix.com. The website said if you ordered before Dec 12th it would arrive before Christmas. A few days later I attempted to contact the company because I wanted to know what date I should expect the package since I was going out of town for Christmas & wanted to know if I needed to change the shipping address to where I was going since it was "Still in Production". The customer service agent who answered the chat couldn't tell me any more than what I already knew. I asked for a manager to call me. A young woman called & informed me that I would receive my order 12/16/22. A few days later I got an email my order had shipped w/ tracking info. I tracked my package 12/14, it was in *********, ** (4-hour *** drive from me) 12/16 came & went, I tracked it again it was reflecting still in homestead and "No scheduled delivery date available at this time". I called ***** who stated the package had been lost & to contact Printerpix to get them to file a claim or sent me a new order. I have called & emailed the company every other day since then stating exactly what ***** said. All I've received back are generic emails that state the same thing."Your order is w/ the carrier wait up to 2 weeks for it's arrival, if you haven't received it by then contact us". What am I waiting 2 weeks for, ***** has already said the package is lost. Today I finally got a person on the phone "*****" who stated that they would reprint my ************** back out. I asked that they not use ***** again, she said she'd make note of my request but couldn't guarantee anything. Also she stated that my order would be expedited, then proceeded to tell me it would still take 9 business days of production & 4 business days for shipping. I paid through Amazon pay, even Amazon contacted them & still haven't received a response. My daughter's Christmas was destroyed as my order was her only gift as it was EXTREMELY special. I want a replacement & a refund.

  Business response

  01/23/2023

  Hello, 

  I apologise for any shortcomings from our end regarding this order. 

  We have ensured a replacement order has been issued and delivered. 

  Order: RED485173 

  Tracking details: ***********************************************************************************************************************;

   

   

• Initial Complaint

  12/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order placed December 10, 2022 for photo book. Paid additional shipping for Christmas guarantee. $25 shipping paid. Their advertising was if you order before December 12 it's guaranteed before Christmas. This was ordered two days prior to that cut off and I paid the extra expedited shipping to assure it. As of this date 12/23/22 they have not even updated the order! Nothing shipped. I have emailed and only gotten replies from Michael that they are working on it. This is unacceptable. They advertise Christmas guarantee and nothing comes. No updates... nothing!

  Business response

  01/13/2023

  Hi, I have checked on this order and I can see that on the 25th of December a refund was issued for the amount of $25.95. 

  We have also emailed to explain why there has been a delay in production and delivery. 

  The order was delivered on 29/12/22 * ************************************************************************************* 

  As shown in the tracking link. 

  We do apologise for any delays caused and he was ensured the customer has received the help needed. 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order: ******** Order Date: 12/5/2022 9:22:00 AM Order: ******** Order Date: 12/5/2022 9:08:52 AM Order: ******** Order Date: 12/5/2022 1:51:13 AM -----------Ordered 15 days ago. Impossible to get ANYONE from support on phone, email or live chat.. status shows tracking numbers but the post does not show them in their system. I ordered plenty of time in advance to receive by Christmas, even with your site claim guaranteed delivery before Christmas. Seems the only way to get a response from this company is to file a complaint with the BBB. Someone needs to take accountability for their business and start fielding customer calls/concerns.

  Business response

  01/13/2023

  Hi,

  I have checked on the order statuses for the three orders mentioned above. 

  Order 64173750 - Was delivered on 20/12/22 - *********************************************************************************************************************************************;

  Order 64174383 - Was delivered on 20/12/22 - ***********************************************************************************************************************************************;

  Order 64174387 - Was delivered on 23/12/22 - ******************************************************************************************************************************;

  I can see that the complaint was made before the three orders have been delivered. 

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a custom blanket for a Christmas gift. I received the blanket which was lovely, but the label they attached to the bag it was placed in, stuck to one of the pictures on the blanket. It has the perfect "square" of the label on the face of one of the pictures and has pulled away the material. I immediately emailed them when I received it on 12/10 with pictures showing what happened. Asked if they could reprint and send a new one since it's a Christmas gift. No response. I did a live chat on 12/12, 12/13 and 12/14 and was told that "she" would be calling me in five minutes. Whoever "she" is has never called. I have email confirmations of the conversations that I have had with the three different people who I was "chatting". I would realistically like a new blanket but at this point just want to be refunded my money so that I can purchase another gift to replace this one.

  Business response

  01/13/2023

  Hi, 

  I would like to apologise for the inconvenience caused. 

  I have checked and seen that the replacement was not offered straight away. 

  We have ensured a replacement has now been issued. 

  Replacement Reference: ********* 

   

  Business response

  01/30/2023

  Hello, 

  We completely understand and we will ensure a full refund for the amount paid on our website will be refunded. 

  *************** - This is the refund reference. 

  Regarding the voucher code used *********** - this will have to be refunded from the voucher company and this email can be used as a reference. 

  Customer response

  02/01/2023

  
  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

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had several orders from this organization that have been delayed, not followed through, and damaged metal prints. I cannot get a real representative on the phone. I have ordered two 40X30 metal prints on order #********. They arrived poorly packaged and arrived with damage to both. I was told they would refund the order. Still waiting for the refund to post.I placed another order #*********, for the identical, 2 40x30 metal prints, to replace the damaged prints.That order arrived with both metal prints damaged again. ( no change in packaging )

  Customer response

  12/20/2022

  I ordered 10 calendars on the Printerpix website. While checking out, it said you can get up to 9 more free. That was not the case.
  After several emails ( since you cannot talk to a representative), a woman called from ******.
  I ended up having to buy the extra calendars. It took 3 weeks to actually get them.
  But it's tough since ******* is several hours ahead.
  I ordered 2 40x30 metal prints for a client in **********. Order #CO60F63956( ******** )They arrived with so little packing that the corners were bent. It took me two weeks to finally get a supervisor to get a refund started.
  I reordered them ( ********) since the representative said it was not normal to ship them without protection.
  They arrived in worse condition that the first two. I sent emails with photos and videos showing the damages. I have not heard
  anything from the representatives that they received the photos and videos.
  
  
  Refund
  

• Initial Complaint

  12/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had purchased a 25$ groupon for 100 holiday picture cards w envelopes from printerpix. When i went on printerpix site i saw they had free cyber monday shipping because it was cyber monday and purchased my cards under those choices. When i checked out i was charged an additional 20$ PLUS 23$ more shipping on top of my 25$ spent on groupon. I contacted company and they basically said it must have not applied?? I kept trying to contact someone with NO RESPONSE! I get the cards finally and the quality is horrible. I would like a resolution to this problem and a refund for the shipping and the additional 20$ i should NOT HAVE BEEN CHARGED! the reviews for this company are horrible and now i know why.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a Groupon Purchase for Printerpix for 175 holiday cards, I placed the order with Printerpix using the Groupon number. I paid $30 for shipping and received exactly 1 card, and 1 envelope. They claim my original order was only placed for 1 card, so they will not honor the original Groupon and give me the 175 cards since its now a used Groupon and nothing can be done to fix the original order.I've since looked and 1 card should only be $6.99 in shipping, since they charged $30 in shipping, I assumed that was for my entire order of 175 cards, which is a logical assumption. They continue to stick to their story that I placed the order wrong, and they've done nothing wrong.If nothing else, they owe me $28 in over charging me for shipping.I have now placed a second order with them, costing me even more money, so I think I'm due at the very least a full refund of $41 plus the $32.48 for shipping & tax,

• Initial Complaint

  12/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Groupon voucher for 100 Christmas cards from printerpix. I used their website to design my card and ordered 100 cards using the Groupon. I paid $26 on top of the Groupon to ship those 100 cards. When I got my receipt, it stated I ordered 1 card and that is what I received in the mail.I have been trying to get in touch with customer service at **********************, which doesn't seem to exist much, as there is no phone number, they don't answer emails, and I have gotten very minimal response through ******** messenger with no resolution whatsoever. I would like a refund, at very least for the shipping, as I did not get the 100 cards I paid to ship. I would love to be refunded for the 100 cards I missed out on also since the Groupon is now void as it has been used (on only 1 card out of 100).The lack of response from their business has been extremely disappointing, as I have been trying for over 3 weeks with no response. My order was ******** and I paid with Amazon pay for the shipping and a Groupon voucher. I have attached the receipt showing I paid the shipping and used the Groupon while only getting a quantity of 1 card.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed order ******** for a special blanket for my daughter who lost her Guinea pig recently on October 27th. I received an email that they were working on the order October 30th. There was no further communication on the item I ordered since them. I tried to email them and my email was refused. I tried to contact their customer support chat and they gave me the run around. I just want my daughters present.

*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. ↩