ImprintReviews 

I've had nothing but issues since Imprint. Hell, I've not even received the new card yet!! They supposedly have sent me TWO replacement cards of which I have gotten NOTHING. Paying the freaking bill was a colossal nightmare. I love She'll gas. But I am closing my account. The incompetence of Imprint is truly outstanding. They certainly excel and being unable to operate a legitimate enterprise. Shame on Shell Oil for their lack of proper due diligence

Let me preface this with, I have been a loyal Shell customer for the last 25 + years. Needless to say, if I could have left a zero, I would have. No customer service, no response online etc. I am closing my account and never ever setting foot in a shell station again. I do not know who was responsible for this, but they ruined a good business model.

I am appalled at the Imprint leadership team, why did they think they were ready to roll this out.
What a disaster. I had auto pay on ky Shell card. Imprint staff told ne that I need to set that up with them. I did onlynro find out that they took my auto pay pmt twice. They did reverse one of them. I have 4 authorized users. I ordered cards online. Never got them, I talked to a customer rep, he cancelled my online order and he reordered them. That was 2.5 weeks ago, still no cards. This is the worst experience ever and Shell will feel it.

I had my first telephone interaction with IMPRINT today (since chat wouldn't work). I've had a Shell Card for MANY, MANY YEARS! I won't get into everything, but I'll just say that giving them "1 Star" is the most generous thing I've done in a VERY, VERY LONG TIME. I'm not going to walk away from this bunch...I'm running! (and Shell too for taking a very long time customer and giving me to this processing place)

If I could give them a zero I would. Never received cards, unable to reach a human. I have been a Shell card holder since 1999 - this new transfer to Imprint has been atrocious. Worst customer service ever. Shell has lost a customer.

No way to talk to a real person and the hold music sucks.
They never answer the phone, and fighting with the AI is ...

So far the transition of the Shell Credit Card to Imprint has been terrible. I never received the first cards and had to re-order new ones. I still have not received my Imprint cards and it's mid-June. There is no way to talk to a real person through the app, online, or on the phone. Just endless auto-Bot loops. Ironically, the first card showed up today in the mail, but I can't activate it apparently because it was already canceled! Imprint, you need to fix your system, instill trust in your company, and get customers' cards to them post haste. And start putting live customer service reps on the phone!

Shell and Imprint don't even deserve one star! Everything everyone has said about this situation is spot on! Shell canceled my card prior to the new one being received, never did get it. My husband got his new card but had issues using it. I've been waiting since May 18th to receive mine and now received an email stating that Imprint isn't capable of handling joint accounts and I now have to apply for a new card after having the account since 1999! Not happening! Shell has made an Epic failure out of this and we will no longer be using their services.

I've had my Shell credit card for many years. In May 2026 the account was switched from Citibank to Imprint, the new platform. I was coaxed to set up autopay, which I did. When they transferred my old balance (less than $35) to the new account, they applied it twice, double billing me. I have spent hours and days on the phone with Imprint trying to get a human to straighten this out. After dancing through their automated phone menus and being on hold for hours, no one ever answered. This is terrible customer service, and the double billing issue still exists. If I hadn't set up autopay, they couldn't have double billed me. So I immediately disabled the autopay, but the double charge still exists. I guess they screwed me out of the amount, but they screwed themselves because I will NEVER use this card again.

I also got transferred from our old Shell Citibank to Imprint. Made a payment to the new Imprint service per their instructions on May 29 have contacted them about 40 times got a live person on the phone four times with also my bank representative. They have lost over $800 in payments with no resolution and every time it’s a runaround on the phone with absolutely different information and no resolve. I’m scared to make any more payments to this card until they can find my money. How could shell allow this to happen? This literally is insanity. It had me in tears the other day after four hours on the phone and getting nowhere and the customer service is absolutely terrible just reading off prompts. I have kids in college and this is how they were getting gas now I’m gonna have to figure out another way. I’m probably just going to apply for another credit card and send it to them. However I can’t close this card till they find my payments and I can settle it up. Terrible terrible terrible it’s all I can say.

After decades as a Shell credit card holder, this rollout has been beyond dismal. I never received my card. My secondary cardholder received and activated hers. She tried to use it twice. It has been declined both times. I’ve spent at least five hours on hold or fighting bots with customer service. Finally reached a human who had no grasp of the English language. This is beyond wretched, and I will be looking for another gas credit card immediately. Major fail, Shell. Major fail.

In my decades of handling credit cards, this Rakuten Amex from Imprint has been the worst of them all. Card kept getting declined for no apparent reason. Very hard to reach a customer service human that has the power to do anything about it. Each call is no less than 45 minutos between hold times and transfers to different departments. To resolve the declines, they lock the account and ask you to send them verification information, like an ID and a selfie. OK, done. But the declines still happened. Then they ask you to submit an invoice that needs to match the exact merchant name and amount attempted to charge. If the name doesn't match to a letter, they reject the invoice and there is apparently no way to go past that. Absolutely absurd processs that I have never experienced with other credit cards. Closed it after 40 days as I got sick of wasting time on the phone every time I call them, and unable to use the card anyways. Oh the AI bot couldn't close the account --had to wait to speak to a human. This joke of a company, Imprint, should go out of business soon with these customer unfriendly practices. DO NOT GET A CARD ISSUED BY IMPRINT. Good riddance.

Absolutely horrible! Outright incompetent liars! I've waiting for a card since March. They make it impossible to get through. Customer service agents lie and say anything to get off the call! Shell corporate is incompetent for hiring and contracting these idiots!

this is the worst credit card I have ever used in 50 years of my credit history. First of all, I got the co-brand card Turkish Airlines Miles&Smiles VISA (issued by Imprint cc comp.) The advertisement read like, by having this THY Miles&Smles, I would have "lounge access" and other benefits like priority check in, etc.. it is all lies,, none of those applied to the Imprint Visa card.. I tried attempted many times to have access to THY Lounges in L.A.X, or Istanbul Airport.. this card doesn't even deserve to use or co-associate themselves with Turkish Airlines #1 worldwide airline carrier in the world... they barely transferred the miles I earned with charging the visa to Miles&Smiles program., and come to find out my bonus miles will be transferred after I complete a year with them (and they probably hope that I will stay with them after the year..) until then it will take 8 to 12 weeks ( that's what the customer service agent told me on the telephone.) to transfer the miles..!! Agents totally unaware of what they are doing.. it is so unfortunate.. and such a lousy company.. but the worst thing is they associate themselves with those other companies that they co-brand the cards, i.e. THY, Crate&Barrel, H&M and so many others..

I paid my total balance 10 days via my bank. I keep getting a message that my payment is due. My bank paid them and gave me the confirmation number. No human to help clear this up on the imprint end.

I have had the citi shell card for years with excellent customer service. Now you cant even talk to a human I have several drivers that work for me . Every time they go to fuel up the transaction is declined. There is plenty of avaliable credit . This is a terrible thing as a true shell customer. If has consumed atleast 8 hrs of wasted time that I have had to pay my guys to stand around and waite for me to come pay for the fuel. We usually use $2000.00 to $3500.00 a month in fuel . Hate to say it i will be canceling my card and going with Texaco or Mobil. Your services suck! Worthless . Never had these problems as i pay my bills to run my buisness. If I ran my buisness the way you run this I would have no customers!! I wish there was negative stars because even 1 star is to much positive feed back. Im out and know several others as well. Thanks for nothing. Do not get this card!!!

I can't verify the last 4 digits of a card I have not received by mail. I am unable to contact anyone in customer support. Why would Shell treat their customers this way? I believe it is because we, the customers, helped this corporation succeed, and in return, we are left without any support or contact.

🛑IMPRINT🛑NO (ZERO) CUSTOMER SERVICE🛑AI BOTS ONLY🛑NEVER RECEIVED NEW "SHELL" CREDIT CARD🛑ON (PHONE) HOLD FOR OVER 2+HOURS🛑ZERO SUPPORT🛑I'M CLOSING MY SHELL ACCOUNT DUE TO (IMPRINT SNAFU) AND (IMPRINT FUBAR)🛑

Imprint is horrendous. I had a Shell card for over 30 years with no problem. I made a $135 payment before the transfer which wasn’t credited, somehow an extra $100 was added to a zero balance and customer service is non existent. Waited an hour twice and got disconnected. Made complaints to two state agencies. I think I will close this account and maybe that’s what they want.

Impossible to talk to an actual person and the website is confusing as hell. The worst is 0 stars possible?