I have been a customer of Vistaprint's pro membership for businesses for 1-2 years, and before that I ordered from Vistaprint exclusively for my business, specifically for their stand up envelopes.

What has appealed to me in the past is their quick turnaround time, as our company works on tight deadlines.

Everything has changed the last 6 months, and the customer service has gone completely downhill.

Over the summer I had a situation where my item wasn't able to be delivered due to an error in VistaPrint's checkout system. I bounced around from customer service agent to customer service agent until the manager promised to directly call to the mail carrier and call me back by the end of business day. We were on a tight deadline and needed the items right away, so haste was important. Instead, she emailed and didn't get back to me for 2 business days. When I told her I couldn't use the items for this project anymore because our deadline was past, she refused to refund me the cost of my order and was argumentative and defensive. When I called back to cancel my account, a manager above her was able to apologize, refund me for the items that I never was able to use, and convinced me to give VistaPrint another chance and keep my account.

Fast forward 2 months later, and I had two back to back orders of stand up envelopes arrive in terrible condition. I had been reordering these envelopes for these products for 2 years and received consistent, high quality results until these orders. The bags were clearly much lower quality, thinner, were split and broken at the seams, melted in the corners, and the edges of the bags were jagged and sharp--one of my employees actually cut herself on the bag. We were able to salvage some of the bags to use in one order, and then when we went to salvage and bag the second order, we realized that the volume of the bag had changed completely and was unable to hold the same amount of product, specifically it held about 30% less product than before, even though it was advertised as the same dimensions and volume as before. The reason for this was that the base of the bag was heat sealed all the way around about 1/2cm in, which made the bottom of the bag not open up fully and so the usable dimensions of the bag changed. Clearly the company changed manufacturers because the quality and size of the product was completely different for these two separate orders.

When I called about the issue, the customer service was robotic and unapologetic. I spoke to 4 different people and every single person said they would look into it and get back to me and follow up, and not one of them did.

Meanwhile, while this is going on, I had several other pending orders for standing envelopes, none of the order statuses were updating on my end of my account. When I asked for an update, i was assured they would arrive on time. The scheduled arrival days came and went and when i emailed to inquired, i was told, unapologetically and without accountability, that the manufacturer had cancelled the order long ago, and i was never notified. So then I was calling vistaprint again, trying to get my order reinstated. Everyone told me the same thing, that they would look into it and try and get the order reprinted and rushed and call me back right away, and no one did. I even got disconnected from a woman, who did seem like she wanted to help, and when i called back they said she was on a new call already but would call me back as soon as she was done. She never called. Finally, I spoke to someone who did get the orders replaced, but he promised it would be done by the end of the day and it wasn't until two more days that i had even heard back about it, even though he knew the importance of our deadline.

And, guess what? None of the ten orders that i have placed since Sep 30 have updated their order statuses in the backend of my account have updated since i have placed them.

Needless to say, it's clear that manufacturers have changed, communication is sloppy, and product quality is poor. I will absolutely be cancelling my account once all of these products have arrived, no one will be able to convince me otherwise this time, and I encourage any business owner not to be fooled by the low minimums and quick turnaround times, you can get these products much cheaper elsewhere with way better customer service if you do a little research.