Excel Promotional Products

The final product is a disaster. Without approval, company shipped the order to us and ignored our requests to remedy the situation.
This company has a long list of complaints against them on several different websites including the Revdex.com. All of the complaints have a similar pattern where the customer is duped by a great looking rendering of their product, but once the bill is paid they get an awful product and a cold shoulder from a revolving door of "sales representatives." The following is our frustrating experience with this shady organization.

During the quoting process we were provided a beautiful rendering of a patch at a good price. Customer service employees seemed friendly, responsive, and verbally exclaimed they'd work with us until we were satisfied.

--March 17th - (Purchase date) We purchased 200 custom patches for a total of $290. Purchase was completed over the phone using our company***. A receipt was promised, though one was never provided....All signs of professionalism and responsiveness disappeared almost immediately after they had our money.

-- March 23rd, 2020 - Our sales rep (Ryan) emailed a picture of the first "sew-out" sample. It was an utter disaster, but it was the first pass so we provided a lengthy bulleted list of what needed improvement.

-- March 27th, 2020 - A new "sales rep" (Lacey) emailed a picture of the second sew-out sample which was only slightly improved and still extremely sloppy. Once again, we provided a list of all the issues and asked for a new sample.

-- April 7th, 2020 - We receive an email from Lacey saying that the patches were complete and ready to ship and she needed to confirm our shipping address. We requested a picture of the patch they intended before we'd confirm anything and received no response.

-- April 15th, 2020 - Having received no response from Lacey/Ryan, we reached out to find out what was going. A new "sales rep" named Todd responded with the SAME picture Lacey sent to us on March 27th. We AGAIN provided a list of needed fixes. Todd said he'd have it all taken care for us.

-- April 21st, 2020 - SURPRISE!! We were surprised to receive a box full of horrible looking patches. We emailed the company asking for details. Surprisingly, Lacey responded the next day stating that she'd have a manager call us.

-- April 30, 2020 - Still no response, we reached out once more and again explained that we were willing to work with them to fix this situation or that we needed a refund.

-- May 8, 2020 - No response from a manager, now extremely frustrated we reached out and asked what was going on and that we wanted a refund in full. We sent an email and then called their 800 number. A guy named Brendan remarked that he was the manager and would fix the situation. He requested we send a picture of the patches and ANOTHER list of things we had issues with.

-- May 12th, 2020 - We sent Brendan the list of issues making clear our growing frustrations, but now thinking we were speaking to a manager noted that we were willing to work with them to remedy the situation.

-- May 18th, 2020 - No reply from Brendan so we sent yet another follow up. Brendan responded saying he was taking it up with his "Owner" and would get back to us "immediately the following day."

-- May 22nd, 2020 - Still no response from Brendan, Lacey, Ryan, Todd or this owner. We demanded communication. Brendan responded via email mid-afternoon and said he was going straight into the "Owner's" office and would get back to us before close of business.

-- May 26th, 2020 - The date of this complaint, Brendan has still not returned a call or email as was promised multiple times.

We are out the money we paid, have no usable patches for our fundraising event and have endured over two months of run-around with this company. This is not a professional company, they prey on customers and it needs to be recognized.

Failure to contact me to advise there was a two week delay in manufacturing and Guaranteed delivery of my item which made the item useless to us.I had
I had ordered 20 custom patches to be delivered by 2/25/20. I initially approved the artwork and after payment was sent an email stating I'd be receiving a tracking # immediately after. That email was not received. After not hearing from the company and having several email unanswered, with one week till the event, I phoned the company. Ryan states there was a delay in shipping due to China's situation. I asked why I had not been notified as he knew this was a very time sensitive matter. He stated he'd t to contact the factory and call me Right back. I never received a call. I called Ryan the next day and he stated that the patches were not made and he would look into it. I reminded him that they were time sensitive, he assured me a call back. No call was returned and the weekend passed. I called first thing Monday morning, a week before the deadline and he responded by sending yet another artwork which needed approval. The artwork was different and was unacceptable. I called and stated I would likely need a refund since it was not going to make it in time and he said he'd look into refunding, as my debit card used was no longer in use, so I'd need it refunded to a different source. Later in the evening I emailed to tell him I'd definitely need to cancel since the artwork was wrong and it was too late. The next communication was an email. (Attaches) stating that yet a new design would need to be approved before anything was made. I called the company and he said he received my email (after I had asked) and he said the new artwork, which was ALSo unacceptable, needed approval. I stated it was incorrect and needed a refund as it was now too late and I had another company doing the patches which would take 24 hours and they'd ship overnight for about half the code, and their artwork was what I had originally wanted. He refused to refund me and said I had approved the order, which I had not approved either of the designs which were causing the "hold up." I then spoke to another individual who hung up on me after telling me I had approved artwork. I stated Ryan had sent me two addition designs which were both unacceptable.
He claimed I had approved them and the patches were now made, which I had been told not an hour before that they were not yet created. The patches are manufactured in China. This company failed to follow up, fabricated a story that I had approved artwork on 2/17 and 2/18, and refused to refund me when they failed to contact me
In the many ways, that the order would not make the guaranteed arrival date. They had become extremely aggressive after I had stated I had them made quickly for half the cost. Their story seemed to change after my statement. No final artwork was ever approved by me, and they threatened to send the incorrect work to me, after the date required, so as not to receive any refund. I specifically stated repeatedly that I needed it for this date and was repeatedly reassured it would arrive on time. They then later claimed I needed to approve what "you already approved" which was completely different from the initial proof many weeks earlier when I believed the manufacturing was already underway, but still is not as I refuse to approve a design which is not satisfactory with a company who takes weeks off from responding but only does when they feel they are losing a sale. These items are no longer necessary as I have them being done by a reputable place who responds to messages and works with what is a satisfactory finished product.

Final patch did not match the proof design agreed upon. Company will not take steps to correct issue.
negative experience. The proof that was made looked amazing! But the final product was horrible. Colors and details were completely off. It was explained to me that using the fine woven process would produce a higher quality patch with more details. This was not the case.

I was told that there is a disclaimer which states "We are not responsible for differences in fine details of the approved design and the actual patches delivered due to manufacturing limitations." As a consumer, we are not the experts therefore rely on the company to explain what there "manufacturing limitations" are.

company said there is nothing they can do and will not offer to fix the problem.

Order date: Oct 3rd, 2019
Payment amount: $304.00
Sale Rep: Lacey

This company was great to work with and the patch they made for me was out of this world. Will do business with again!!

No customer service - Non responsive to customer - does not honor service satisfaction guarantee to amend their own mistakes
What does it take to get a response from this company and be treated with customer care? Perhaps filing a compliant such ss this. Maybe the company would have shown more concern and handled this much differently, with actual customer service and professionalism, if they had known what this customer could have represented in revenue from potential future business.

The negative customer experience in doing business with this company is not based upon monetary reparation, but to the total lack of professionalism and disregard for the customer, which has been unconscionable. This conduct, despite all of my genuine efforts to communicate and resolve matters for their botched order handling has only incentivized me to lodge this complaint so that other consumers may take notice ... Caveat Emptor, "Let the BUYER BEWARE".

In short, after working with their company representative, Clyde, Excel Promotional Products LLC, dba Challenge Coin Junction which included numerous customer driven one way email and telephone communications. The only responses ever received were requests for "URGENT" approvals. Nevertheless, I placed a $3500 order in May 2018 which after several unnecessary proof revisions, the price originally quoted increased 100%. After being forced to negotiate a final cost settlement, the items were never delivered by the deadline date as promised. In fact, an attempted delivery was made almost two (2) weeks later and refused. As such, the good news is that the payment was disputed through a third party and the charges were credited back to me. However, not without suffering damages with respect to the absence of the items for the children's event needed and for their intended use.

To-date, even with post order follow-up communications to still salvage the order for everyone's benefit, I have never received a single response from this company to acknowledge and address this customer's issues.

Nevertheless, the final product, although never received, appeared to look good, however, the company has fared horrendously with regard to the mis-representation of fees, inadvertent or not, even to the admission of their own sales representative; lack of providing personalized service to guide the customer through the selection and design process; and the total absence of customer service/care.

As per the company's own published corporate philosophy statement, so much for assuring "100% Satisfaction". Just words!

I ordered 200 custom design pins from ***. They changed the design without my consent and are refusing to refund me.
To Whom It May Concern,

The following is a description of the events regarding my $482.00 transaction at EXCEL PROMO ***

On March 9th 2018, I ordered 200 custom design pins from ***. I spoke to a representative named Clyde on the phone, who guaranteed a delivery date in New York by March 21st 2018. I attempted to contact the company a few days leading up to the delivery date, but did not get a proper response or tracking number for the order. I arrived on New York one day late due to a snow storm, and realized the day after the guaranteed delivery date that the pins had not arrived. I called the company, and a sales representative named Brendan W answered. He has been my point of contact ever since. Brendan let me know that the pins had been late because the design I sent them was too intricate for the pin size. They had simplified the design of the pins without my consent. Brendan offered to re-produce the pins in a larger size with the original detail of the design, but that was not an option for me because of scheduling - the pins were to be used on a four week concert tour, and at this point the tour had already started. I asked Brendan to send me what the simplified design was, which he never did. One week later I received the pins, and the pins were noticeably a different design, so I asked for a full refund.

I have been on 11 phone calls over the course of a month and a half with Brendan ever since. He at first rejected giving me a refund completely, and told me the owner of the company has been notified of the situation but will not give me a refund. I have asked him on several occasions to connect me with the owner or the accounting department, and he has refused every time. I have sent emails to the accounting department, called and left voicemails, but have had no response. 2 weeks ago, Brendan finally told me he spoke to the admin team and my refund was being processed. I was to receive it in 3-5 business days. I waited 5 business days and did not receive the refund, so I called again and Brendan told me it would take another 3-5 business days. After 2 weeks, I call again and Brendan admitted that I would not be receiving the refund. I have asked him several times to send me an email confirmation that I would receive the refund, and he has refused every time.

I have also offered to return the item on two occasions. Since they are custom pins, Brendan never followed through with the return process.

Regarding the pin design, it is mostly text, with FOUR TO EIGHT layers of abstract lines around it that distort the text. The pins that they sent me only has TWO layers of abstract lines around it. Although the designs may be similar, I paid a graphic designer design these pins for me, so I noticed a difference immediately.

Please let me know if you have any questions.

I ordered 4 unique lapel pins from company, 3 of the 4 were delivered with errors and the company refused to remake them or refund the cost.
- Purchase date: 9/27/17
- Sales Rep: Jenifer C / Brendan W
- Payment Amount: $1,319.00
- Payment Method: credit card
- The problem was reported to company upon receipt of the incorrect products on 11/6/17
- I've attempted to resolve the issue with the company since 11/6/17 via both email and phone. The company has flatly refused any offer or option for resolution.

My graphic design company provided our own final artwork to be reproduced on 4 custom lapel pins; we signed off on their watermarked digital proofs from our original artwork and agreed to go into production. Lapel Pin Junction / Excel Promos somehow still managed to deliver 3 out of 4 products we ordered with misspellings and intensely refused to remake the products, and also failed to resolve or to even discuss options for a proper resolution. Photographs can be provided to demonstrate our final artwork for production, their watermarked proofs, and images of the final and incorrect products.

Lapel Pin Junction / Excel Promos Terms and Conditions explicitly state:
"We back each and every Lapel pin order with outstanding customer service practices, and our 100% quality guarantee."

"Standing behind our products 100%. TheLapelPinJunction.com backs each and every order with our 100% Quality Guarantee. We will replace (at no additional charge to you) defective product that equates to 5% or more of the order total that is found to have defects in materials or workmanship."

The company also attempted to claim different terms for reporting a claim to them, as well as other inaccuracies than what is clearly outlined in their own Terms and Conditions as a reason not to resolve the dispute. They clearly don't even know their own legal terms they attempt to enforce.

In addition, when I filed a dispute claim with my credit card after the company refused to properly resolve matters, Lapel Pin Junction / Excel Promo, without my authorization, Excel Promo on two occasions charged back my credit card after I disputed their products with my credit card company. Likewise, during the initial payment the company claimed that after a credit card is run all credit cards numbers "are destroyed after the initial payment in order to protect against data loss." That statement was clearly not an accurate representation of how they purport to handle data security or customers credit card information.

The company has failed to remake, replace, refund or offer a proper resolution on any product or service.

The company also failed to follow proper US Customs and Border protection laws and illegally does not label either the country of origin (Made in China) on their products, nor does the company include proper health warnings required by law which should have been disclosed and reported specifically for deliver to California residents in that the product may contain chemicals known to the State of CA to cause cancer and birth defects or other reproductive harm.