Complaints

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/19/2022, I placed an order for 45 holiday cards and 35 4 x 6 photo prints. The photo prints are grainy, blurry, and unclear. I am not pleased with the quality of the 35 photo prints. These are not the way the pictures looked before printing, and it was not the way they appeared on the computer before ordering. The order number is ********. I have contacted the company a few times through their website about the quality concerns I have about my order. I have attached images of the blurry prints as well each time that I contacted them. But I have not heard back from anyone in response. When I try to call the number on their website, it simply directs you to contact them through the website. I used a ******* for the cost of the holiday cards, so I was not charged for the cards in the order through PrinterPix. The photo prints were the only additional cost that I paid. The cost of the photo prints order with shipping was $27.13. I have uploaded a picture of the charge that was included in my online billing, as I was provided with no receipt with the order, and the order cost is not shown on the website under my account. Please help me in reaching the company to provide me a refund for the 35, poor-quality prints that I received.

  Business response

  01/01/1900

  Business Response /* (1000, 5, 2022/11/02) */ Dear ****, we are sorry to hear you are not happy with your recent purchase from us. As explained from our support team, any photo uploaded by our customers is printed as it is submitted at the time of purchase, we do not decrease the resolution or photo quality in any way. If a low-resolution image has been uploaded for printing, unfortunately we cannot guarantee good printing results. As per your request and gesture of goodwill, we will go ahead and process a refund for the item and shipping charges, totaling $13.14. Please kindly allow 7 business days for this to be cleared into the original payment method. If you have any questions or wish to discuss anything further, please do not hesitate to get back in touch with our support team. Kind Regards, Printerpix Team Consumer Response /* (3000, 7, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello. Thank you for your response. Printerpix charged me $27.13 for my order. My request is for a refund of the photo print order in full: $27.13. (Not $13.14 as stated in the reply) Please reevaluate the refund.

• Initial Complaint

  10/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on August 28th, 2022, order number ******** for a total of 6 photos in black frames. One of the photos I received came in a maple frame and does NOT match the set and what I had ordered. I had contacted printerpix about this issue and spoke with both Josh M******* and Jennifer W*****. On more than one occasion I thought this issue was being resolved but I now have a triplicate of a different frame that I only needed one of and still did NOT get the replacement for the photo in the wrong colored frame. After not receiving any replies from the support team I decided to once more attempt contact with Aaron R***** in the Live Chat option on 10/10/22 who advised that he would handle the matter and that I would receive a confirmation email. It is now 10/15/22 and I have not received any order, processing or shipping confirmations. I am beyond dissatisfied at the incompetence of the customer care team at printerpix. I hope now this will help to get things rectified.

  Business response

  11/22/2022

  Business Response /* (1000, 5, 2022/11/02) */ Dear ******, We are sorry for any inconvenience caused to you. From looking at your account details we can confirm our support team have processed a replacement for order number ******** (********* processed on 9/28/2022 and shipped on 9/30/2022 and delivered on 10/6/2022 at 2:32 PM -**************************************************************************************************************** We can also see an additional order ********** placed for you free of cost on the 8/28/2022 which is due for delivery tomorrow 11/3/2022 by end of day estimated between 9:20 am - 2:55 pm. If you require anymore assistant or wish to discuss anything, please do not hesitate to contact our support team who will be more than happy to help you. Our best wishes, Printerpix Team

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 1, 2022, I ordered a photo book. That book was never delivered. After NUMEROUS attempts to get help over a period of weeks, I was assured a copy would be re-sent and would arrived by September 19th. That did not happen. Now, I am once again getting a run around. Even more interesting, the telephone number that I used to contact them before no longer connects to anything but a recording that says to contat them only through the website? You tell me what the problem is. WHERE IS THAT BOOK???

  Business response

  10/10/2022

  Consumer Response /* (2000, 6, 2022/09/23) */ 53 days later, the order was received. I was told a duplicate would be sent because the original was "lost." Didn't happen. I was told a lot of things that did not happen. Never will I place another order with this company. Enough said.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction 11/29/2021, paid $93.94 for two photo vouchers described as buy one get one free with free shipping. These vouchers were unable to be redeemed on the business website. I have been in contact with the business several times via email with replied correspondence but no resolution to the problem. they were unable to assist me with the issue in redeeming my voucher and now State the vouchers are expired. I would like my money fully refunded. I did not ever successfully order or receive any merchandise from this business. Order number:********* Voucher number one:***************** Voucher number two: ****************

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/06/09) */ We are really sorry for the time it took to resolve your enquiry. The vouchers you had purchased were valid for the relevant products, but may bore a separate shipping fee each. As per our recent contact, the vouchers were cancelled and a full refund processed on May 31, 2022 to the value of $93.94, under Transaction ID********** We hope this issue is now resolved. Please reply to the last Ticket #1712843 for any further questions or concerns you may have. Thank you for bearing with us. Best wishes, Printerpix Team

• Initial Complaint

  05/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a photo blanket from them and they promised and guaranteed shipping and delivery before Mother's Day. I ordered the blanket on 4/26/2022 and their promotion stated that if you ordered before a specific day they would guarantee your order would be delivered before mother day. I called four days in a row and got a different response each day about my order. The first day they told me they were finishing up the final touches. The next day the told me I was awaiting shipping and the were going to ship it that day. Then I called the next day about it and they told me they were putting the final touches on it again. I called today 5/6/2022 and spoke with a supervisor who said he guarantees my package would be here. He also stated that he was going to call me or email letting me know the shipping information before they closed for the day. He did not do anything. My order number is ********

  Business response

  06/23/2022

  Business Response /* (1000, 8, 2022/05/25) */ Dear *******, We regret the delay caused in receiving your order from us. Upon investigation with our logistics team, we can see an internal delay occurred from our carriers when transporting from manufacturing facility to our distribution centre, which unfortunately resulting in a delay in the overall delivery. From checking the tracking details: ************************************************************************************************************************************ We can see it was marked 'Delivered' on Monday, 05/16/2022 at 13:04 PM. Please accept our sincere apologies. Due to the delay we are going to refund you for the entire amount spent with Printerpix. Please allow 3-5 business days for this be processed back in to your account (Refund reference). If there is anything else you wish to discuss please do not hesitate to reach out to our team on resolutions@printerpix.com. Best Wishes, Printerpix Team

• Initial Complaint

  04/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a photo book fro Printerpix using a ******* on 3/26/22. I paid for upgraded pages. I did receive confirmation email with an order number. I also received about 3 emails afterwards saying that I had a project that was still not ordered. I checked and it was the book that I had just received confirmation for. I called and got a rep on the phone and explained about the emails saying that I still needed to order my book. She assured me that everything was fine. Because I had ordered this as a birthday present , I checked for tracking about two weeks later and no tracking info. I have reached out about 3 times by chat, 3 times in phone, and sent in a request. No response from the online request yet. All reps say the same thing, it is in production and two have expedited it! I mentioned that maybe there was a glitch because book is showing in my project folder as not having been ordered. I was assured that that was not the case. Needless to say, the birthday deadline was missed and now I'm afraid that the project will be deleted on the 26th because the site says that's what will happen after 30 days of inactivity. It took me 5 hours to make the book and I don't want to lose it or my funds.

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/05) */ Dear********** Thank you for confirming to our customer support team your order no. ******** has arrived and you're are satisfied. If you have any more questions or concerns please do not hesitate to respond to our support ticket ******** Best Wishes, Printerpix

• Initial Complaint

  04/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased two 11 X 11 Debossed Leather Photo Albums from Printerpix on March 19, 2022. I spent nearly a month putting the photos together for these albums. I used a coupon I had purchased from *******. On March 22, I received an email from Anna, a customer service rep for Printerpix, telling me the books were out of stock and asking me to redesign the books in a smaller size and submit them to be printed. I returned the email asking if the books could be substituted with another 11X11 album instead. I was told no. I asked how long the books were expected to be out of stock. I was told 2-3 weeks. I advised Anna that I would like to wait for the books I ordered. On March 28th, I received an email from Anna telling me that they could place the new order. I re-uploaded my books. On the 30th, I received an email from noone in particular saying that the finishing touches were being put on my order and they would notify me when they were shipped. I then received another email from Anna telling me to upload my books. I sent her a copy of the email I had just received regarding "finishing touches" and asked whether she still needed me to upload books again. I received no response from her. I re-sent the email to her on April 5. I did not receive a response from her but received an email from Ivan, another customer rep, telling me my order had been canceled per my request. I have spoken to 3 different people on the phone; each assured me a supervisor would call me back before the end of the day. Noone has called; noone will return my emails either. I would like my albums.

  Business response

  05/23/2022

  Business Response /* (1000, 5, 2022/05/05) */ Dear *****, We are very sorry to hear of the delay and inconvenience caused in resolving your order concerns. Our support team have been trying to contact you to help resolve your order concerns that you have raised (ticket reference: ********) Please can you kindly reply to advise the best time to connect with you so we can help you fulfil your order. Best Wishes, Printerpix Team

• Initial Complaint

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I completed an order in Feb. 26 2022 for a photo album. It was noted that production would take 3-5 business days and shipping would be another 7-10 days. I have many times trued emailing and live chatting anf get told differe t times for production and shipping and can't get a straight answer. It has not shipped yet as of today and I still can not get an email answer to my questions. And on the live chats just get told that the times their site says is not correct and the times are longer.

  Business response

  04/07/2022

  Business Response /* (1000, 15, 2022/04/07) */ Dear ***** We are really sorry for any delay and inconvenience caused to us. From looking at your account we can confirm your order was delivered on 24/02/2022. Please see the update from the courier website: Your item was delivered at the front door or porch at 1:36 pm on February 24, 2022, in ********************* ********************************************************************************************************************************* Also, we can see you contacted our support team on Feb 25 to confirm you have now received your order and enquired about the front cover design. If you have any further questions or wish to discuss anything further, please reply to the ticket with our support team on Ticket #******** Best Wishes, Omar B***** Consumer Response /* (3000, 17, 2022/04/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The front cover design was crooked. They said that was my error. I created this album off a template They had on their website. All I had to do was add pictures. There would be no way I'd be able to move the shape or position of the template. Ir took way longer than I was told for it to be made and shipped. Business Response /* (4000, 26, 2022/05/24) */ Dear ****, Please find below your free replacement code to re-create your order for free of cost: *********** Alternatively, if you do not wish to get a reprint, we can offer you a refund instead. Please let us know if you wish to for this option. If there is anything you wish to discuss or would like assistance with, please email our resolutions team on ***********@printerpix.com and we will be get right back to you. Best Wishes, Printerpix Team Consumer Response /* (4200, 28, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a refund of the product I do not want to order another one for free through them. Business Response /* (4000, 30, 2022/05/30) */ Dear ****, Thank you for confirming your desired resolution. To confirm a full refund has been processed for your order number: XXXXXXXX. Refund value: $55.45. Refund reference: *****XXXXXXXXXX. Please allow up to 3-5 business days for this to be cleared back in to your original payment method. If there is anything else we can assist you with please do not hesitate to contact our support team on ***********@printerpix.com referencing your order number. Best Wishes, Printerpix Team

*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. ↩