5 On Your Side

Apex photo company develops bad reputation with customers

Posted September 15, 2016 6:12 p.m. EDT
Updated September 15, 2016 6:50 p.m. EDT

— A local company offering deals on turning photos into canvas prints has a failing grade with the Better Business Bureau after receiving hundreds of complaints.

MyPix2.com offers to “bring your photos to life” in different products, but they’re currently dealing with more than 500 complaints filed with the Better Business Bureau this year because of orders that have not been received.

The Better Business Bureau put out an alert Thursday about the company, which is located in Apex. The majority of complaints involve customers not getting the canvases they paid for.

5 On Your Side has also received complaints from upset customers, many of whom bought deals for canvases through Groupon and Living Social.

When customers placed their orders, the company said products typically ship in 10 to 15 days. Brandi Massey ordered five canvasses in April and is still waiting to receive her order. Other customers said it took as many as four months to receive their canvasses.

A manager at My Pix 2’s office admitted Thursday that the company is overwhelmed with orders, saying they experienced a “perfect storm” of many orders coupled with unforeseen supply issues. Owner Damon Rando said in an email that the company is “truly sorry” and “working diligently” to get the backlog resolved.

Rando said MyPix2.com hopes to be back to their normal shipping times by the first part of October. Massey was told her order has recently shipped.

As a result of the Better Business Bureau alert, MyPix2.com recently added a little banner at the top of its website warning about “some production delays.” Customers now have to click through the banner to find out canvass prints now take five to six weeks to ship.

Thursday afternoon, the CEO of the Better Business Bureau said My Pix 2 has responded to every single complaint but they currently have an “F” rating with the organization.