ComplaintsforMemorygram.com

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 3 copies of my personalized book from Memorygram. Upon ordering, I submitted the cover and wording I wanted, as well as emailed the business to confirm. They confirmed the cover would look exactly as submitted/sent to them (see emails). However, they printed and sent me 3 books that were different and incorrect.The seller admitted total fault and that the items sent were incorrect, yet are unwilling to work with me to come up with a reasonable solution. The books were time sensitive, which is why I took the extra step to email them upon ordering, to confirm the accuracy. Despite the issue being 100% the sellers fault, they are not willing to work with me to make up for this huge error that has caused a lot of disappointment and inconvenience. These were very special items for my grandfathers birthday, and now the cover of the book does not match my original book that I ordered through this company on 9/17/23. There is also a blank page in the middle of the books that should not be there. I believe they should take responsibility and be willing to offer at least a partial refund if I want to keep the incorrect books. Additional errors include a blank page in the middle of the book that should not be there, and the white line on the cover photo where the photo was not cropped fully to the frame (which was not present upon my submission photo or my original ordered copy).This company also has false advertising, as they show that you are able to place pictures throughout your book chapters (see pictures from their ads). However, that is not the case. You are only able to stack them all at the end of the chapter.

  Business response

  05/24/2024

  Hi *******
  
  We tried to resolve your issue as swiftly as possible. Your books came with the name and title in different places on your cover in your mockup and we do apologize for that. All the internal stories, chapters and everything else was correct. As soon as the issue was identified we offered to send you new books free of charge while keeping the original books.
  
  After what you said to our team, demanded a 75% refund, refuse us to reprint and send you new books while still keeping the original books, refuse to return the books you had for a full refund, file a chargeback, and then write negative reviews about us online. 
  
  At the end of the day, you received a refund and we hope your family is enjoying the books you have. 
  
  Also, we do allow user to place pictures throughout the book chapters.

  Customer response

  05/24/2024

  Complaint: 21313903
  
  I am rejecting this response because:

  False statements were made.

  -You stated you swiftly worked to solve the problem, when I had to file a claim through PayPal before getting any response from you regarding the issue.

  
  -You stated that other than the title and author being switched, everything else was correct. The front picture had a white line and was not centered correctly, and there was also a blank page in the middle of the book that shouldnt have been there.

  
  -You did not take into account the time sensitivity of the items, which again was why I emailed prior to ordering, to confirm the cover. You wanted to re-print the books, but they would not have arrived in time. You refused to work together to come to a solution in regards to a partial refund. I never demanded anything. I made offers and asked questions to try and work together to come to a reasonable solution. Instead of owning up to your error and working together, you told me I had a deeper issue going on. It was only thanks to PayPal that I was able to get a partial refund for this error you caused.

  -You stated I received a refund, but to be clear, it was a partial refund, at less than half of what I paid.

  -Lastly, at the time I created and ordered my books, there was not a way on the website to place pictures throughout the chapters like you advertised. You also advertised that you could re-order books, but in reality, I had to re-do the cover and re-submit the book. If I could have just re-ordered a copy of my original book like you advertised, perhaps this issue could have been avoided.
  

  I hope you can do better in the future with the quality of your work and your customer service skills because they were severely lacking in my opinion.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  July 10th purchased a memorygram product. Also on July 10th a payment was deducted from my account for $22.25 Within 2 days I realized it would be impossible to fulfill my purchase due to illness and time constraints. I requested a cancellation and a refund of the $22.25 I was told I purchased this during a sale and therefor is non refundable. I see nowhere where it states this. In their help section this is what I found: "We are happy to offer a 7 day risk-free money back guarantee from the date of your purchase. Please email us at ******************** with your request and we will process your refund as long as no books are printed. Printed books are custom and cannot be returned or exchanged. This policy excludes special offers. I'm getting no resolution. Your assistance is appreciated.

  Business response

  05/24/2024

  Hi ******
  
  We apologize we are just getting around to responded to BBB items. This one is a head scratcher as we have never sold a product for that amount. Its possible our customer service team could not find your order. If you did place an order with us, please email us and mention this review and we will get it resolved ASAP.

*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. ↩