Imprint Reviews 156

So, we got the email stating that our Shell credit card had change to Imprint. Never heard of them. I wnet in though and signed up so when the change happened, we would be set. It was a little difficult but managed to get through it. My biggest issue was they were asking for personal info that no one else did; like having to log into your bank account to sync the payments and having to give them my phone pass code. Not sure I like that. When we had to pay our bill, my husband likes to pay by phone (go figure). the number on the statement is still the old Shell number number the new Imprint number (frustration #2). I went to pay on line and after syncing everything was able to pay. However there is no confirmation # to reference if anything goes wrong.( frustration #3). We also only received one card not two. I went online and added myself to the account to get another card. It has been two weeks and still no card even after the site said I should have in 5-7 business day. All calls have been over 1hr and disconnected.(frustration # 4). So after over 40 years of having a Shell card, will probably not use again unless it is an emergency.

Very disappointed with the Shell Credit Card transition from Citi to Imprint.

I noticed an incorrect interest charge posted to my account on May 19. When I contacted support through the online chat, the virtual assistant could only provide generic responses and repeatedly directed me to call customer service.

What's even more frustrating is that there is apparently no way to dispute a charge online. Customers are forced to call a support number, where hold times are extremely long. In 2026, requiring customers to spend significant time waiting on the phone just to question a small, potentially incorrect charge is unacceptable.

The previous experience with Citi was far more customer-friendly. Since the migration to Imprint, it feels like customer service has taken a BIG step backward.

I have been on hold for over 2 hours, my last bill (balance of $26.63) was paid to Citi inadvertently due on 6/2, now I need to pay imprint? I want to speak to live person to resolve. Now my call ended because they are busy. wow

I don't want to even give them 1 star, but that's the lowest I can give. Terrible customer service. Billed twice for my balance, couldn't reach anyone, so now they are using my money as a credit. I have not received the additional card we requested, but being asked to activate it. They want the card number to activate, but I haven't received it, so I don't have a number. When I dealt with viritual agent, it told me 6 times to call, but when u call, you are put on hold for hours without any response. Imprint sucks!!!

I had to give one star just to be able to write this review, otherwise it would be a negative star. It's now June 3, 2026 and I still haven't received my new card. I'm unable to check the status of where my card is, or access my new supposed account as i dont have a card yet. The customer service line is always busy, I've waited on hold for an hour, only to be told by the chat bot, we're sorry no agents are available, and then the phone disconnected. This has happened not just once but multiple times. The AI chat bot is not helpful at all, I've even went thru it to order a replacement card, and cancel the not mailed card. Only to go thru the process, then be told the chat bot can't help, and I need to speak to a representative. After having my shell account of 30+ year's this is the treatment you get. Shell you've lost my business.

Why would Shell allow Imprint to abuse the trust of their customers? Promised a call back from Imprint and 5 days later no call. The AI assistant says I was issued a card and it would be at my home in the mail in 10 days. That didnt happen. Days later the voice says I was issued a "virtual card". That hasnt happened. I do need a physical card. Frankly, as filthy as most Shell stations/stores are in DFW area I am ready to cancel my card after 61 years. If this fiasco affects my credit rating I am all for a class action lawsuit against IMPRINT and SHELL.

They never answer phone did not apply a payment to account Balancw was 166 paid 100 said I still ow d 102 something does not compute and I have not used the ca d for 2 weeks

Shell switched my credit card to Imprint Visa. I never received the card. There is literally NO WAY to speak to a human being to rectify the situation. I have tried chat multiple times, which was useless, called customer service and got an endless loop of a recording, and finally was transferred to a representative after screaming "representative" 95 times into the phone on my fifth call. Or so I thought...48 minutes of annoying music and I never spoke to a human. I am sad to say I am done with Shell. Not happy - it was very convenient but this disregard for customer service is outrageous.

Worst experience ever shame on shell
For two weeks tried to get a human to discuss not getting two cards. Finally gave up and will go to a different gas station. You cannot cancel the account, you cannot get a human on the phone, automated system says you have to speak to agent which doesn’t exist and have sent multiple emails. Shame on Shell for going with this company, lost a lifelong customer

IMPRINT IS A TOTAL SCAM!!!!!!!!! The transition from Citi to Imprint for the Shell Performance Mastercard has been an absolute nightmare. I have spent hours dealing with endless AI phone loops, unhelpful automated chat systems, and impossible wait times just trying to reach a live representative. Important account information—like payment due dates and statements—is completely inaccessible. Dealing with this company has been the most frustrating credit card experience I have ever had, and it is a massive downgrade from the previous issuer. I highly advise being incredibly cautious when dealing with Imprint Payments. These are the kind of things that happen when you work with uneducated people or uneducated people are allowed to run a company. STAY AWAY FROM THIS COMPANY!!!!!!!!!!!!

Beware! DON'T USE IMPRINT AS NEW SHELL GAS CARD. I have owned and trusted my Shell gas card for over 40 years. Paid off balance every month. Imprint took it over at an alarmingly high 34% interest rate. Can you say "predatory lending"? I have been on hold for hours because the only way to cancel the card is by phone. I have spoken for way too long with annoying chat bot to no avail.

The transition of my Shell card to Imprint has been a disaster. No way to access my account, make a payment or speak to a human. Sorry Shell, we're done.

I WAS a Shell customer for years, but no more. Sucks too that my credit score went down because it was one of the cards I had for a long time, all that history is now gone. As others have stated, total nightmare. I dread calling cancel this account.. So tired of AI. I should be able to cancel my account on the website. Makes no sense to have people call in, to talk to no one.

Absolutely the worst I have been trying to close this account for over a month now. No one ever answers the phone you were hung up on after an hour on wait. No one response to emails. The automated system will refuse to close the account stating that I have a balance even though I have a small credit. This is absolute ridiculous and I suggest that we start a class action lawsuit against this company.

Update: finally filed a complaint with Better Business Bureau. This finally got them to resolve my issue and get them to respond. They have since close my account anyone who was looking to do this. I recommend you take this avenue as it finally gets them to do something.

If I could score a negative rating I would! 4 days of trying to call customer service either no one being connected. Waiting 1hr 45 min an a call, attempted to leave information for a call back-no call back received and even tried chatting with no assistance what so ever. We will be closing this account one we cal reach customer service. Worst experience ever!

My card never arrived and it has been reordered and still never arrived. You go throurgh HELL and back to get to an agent and they never answer the phone.

I will never use shell again!!!

Received policy documents that I could opt out of sharing my information for marketing purposes at any time and to email to do that. I received an automated reply that they can't service accounts via email and to call them. I had a 30 minutes conversation with several longs holds attempting to do that. The conversation ended with them "putting a note on my file with my request" and said they were unable to send any written or email confirmation that they did that. My request to escalate the request was ignored. Clearly the company does not stand by its agreements with the customer and reflects poorly on the brands they partner with.

Used the Imprint Crate and Barrel credit card for interest free purchase. Paid it off and Imprint has failed to report the 0 balance for over 60 days. As a result my credit score is negatively impacted for carrying a balance.

I am having the same issues that everyone else is. You can't speak to a Representative, the AI Bot is no help, you can't close your account out with speaking to a Representative and they keep sending me emails to setup a automatic withdraw to pay my bill and I won't do that and you can't pay your bill over the phone. What was Shell thinking? I have been a Shell customer for a long time, but after I pay the bill off I will be closing my account. Check out the number of complaints on the BBB. I hope someone will start a Class Action Lawsuit.
Since this last review, I finally spoke to a Customer Service Representative at Imprint.Co and she confirmed my payment was received and applied to my bill and I also her to please close out my Shell Imprint account which she did and sent me the confirmation notice, I do still have a small balance
to pay. After I spoke with her I started receiving return phone messages from Shell Imprint.Co and a email, to which I informed them that I had taken care of the issue, In order to completely remove any of our account information from their website we need to email customer service to take care of that but you need to make sure your balance is paid off. I will only Shell when I have cash. Thank you.

Terrible. They make it impossible to contact them