UPDATE 2: Sent a letter directly to Fred Meyers. No response…read more..
UPDATE:
Despite repeated assurances from your team, I was once again surprised to discover that my second order had been canceled (despite you already having the embroidery done and in my account!)--without notice and without any clear or credible explanation. This repeated pattern of behind-the-scenes decision-making, particularly in the absence of any valid trademark issue, is both frustrating and unjustified.
During my July 15, 2025 customer service chat with your representative Mia, I was explicitly told that Order #2308024 was "currently with our art team to be digitized" and that your team would "reach out if we run into any further issues." I reasonably relied on this assurance and expected that the order was moving forward without issue. At that same time, I was told that my prior order had been canceled due to trademark concerns--despite the fact that the designs included only the word "Buckingham" and the phrase "Wisconsin Badgers." I disagree that those terms, used in that context, presented a legitimate trademark concern.
Nonetheless, I acted in good faith and was prepared to submit alternative designs. However, it has since become clear that, after you became aware of the complaint I filed with the Better Business Bureau, your tone and treatment toward me shifted dramatically--from courteous and helpful to adversarial and punitive. The cancellation of Order #2308024, despite your prior confirmation that it was in production, appears retaliatory and not based on any genuine business or legal justification.
This shift is troubling and suggests that your decisions are being driven not by policy or customer service standards, but by resentment over my BBB complaint. If accurate, that would be a serious breach of customer trust.
Your actions also contradict Queensboro's stated mission of "Helping people share who they are with the world." Canceling custom orders without meaningful explanation--or even the courtesy of notification--does nothing to support that mission. Most frustratingly, the most recent canceled order was intended for my son to wear during his varsity football photo shoot--a meaningful milestone that was missed due to your actions.
Likewise, your handling of this situation is inconsistent with your stated company values:
Always do the right thing
Value relationships above all
Innovate & have fun!
Regrettably, this experience reflects none of those ideals.
My experience with Queensboro has been nothing short of frustrating and deeply disappointing.
Order No. 2294945 was placed on my behalf by their customer service team via the chat feature, since the website wouldn't allow me to complete it myself. Shortly after, I received a text and email titled "ACTION NEEDED: We Need Your Help to Move Your Queensboro Order Forward." At that point, the chat function was disabled, leaving me with only email correspondence--which proved slow, unhelpful, and ultimately fruitless.
The core issue centered on the logo I submitted--an image that had previously been used and embroidered by Queensboro for my wife's order. Despite this clear precedent, their team refused to use the same file, citing unclear and inconsistent reasons. I then submitted several alternative logos, each unquestionably free of any copyright or trademark concerns. All were rejected without meaningful justification.
Worse still, I encountered a rude and dismissive representative named "Sav," who--without provocation--implied that Queensboro might refuse to do business with me merely for asking whether my revised logo submissions were acceptable.
Things escalated further when, later that same day, I filed a formal complaint with the Better Business Bureau. In apparent retaliation, a representative named Matthew Howell canceled my second order (No. 2309294) and refused to allow me to use the credits I had rightfully earned. This punitive response to a legitimate customer complaint is completely unacceptable and unprofessional.
Not only was I denied service and product without valid explanation, but I was also penalized financially for voicing dissatisfaction with how I was treated.
Queensboro may promise value, but their customer service, accountability, and professionalism are sorely lacking. I would strongly caution anyone considering doing business with them. Buyer beware.
