Providing high quality personalized gifts has always been a top priority for our customers at PersonalizationMall.com. We have researched this issue further and have decided to replace the item at no additional cost. We are sorry that a defective item was received...
and that we were not contacted soon after the gift was delivered. We also apologize for the delay in resolving this issue and for any inconvenience this has caused.
I purchased a personalized address stamp. The quality is terrible. I have yet to get a clean print of my address since purchasing it. It also took longer to get to me than anything else I have received in the mail for years. I will be returning the product.
The item purchased was a personalized bud vase. We understand the importance of providing our customers with accurate information when making purchases on our website and we include all relevant information. The copy for this item clearly indicates the rose is not...
included (bolded). The rose is an add on that can be purchased for $89.95.
Initial Business Response /* (1000, 8, 2014/07/11) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
We are sorry that our customer is not satisfied with her recent purchase. We will authorize the item to be returned for a...
refund. The refund will be processed 1-2 days after the item has been received in our warehouse.
Initial Consumer Rebuttal /* (3000, 10, 2014/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need to be emailed a return label so I can return this product.
Final Business Response /* (4000, 14, 2014/07/25) */
Due to our return policy, we do not have a return label to send. We will include the return shipping fees in the product refund.
We are sorry that the customer is not satisfied with the bowls recently received. These were a design your own option with a small and very blurry map image used for the item. The preview shown matches the finished product.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
However, I did want to clarify a point on the company's response. The company's first response was to state no replacement would be sent for the defective item. After additional calls on my part, the company said it would replace if I again paid for sipping, which was almost as much as the cost of the item. I had already paid appromimately $7 in shipping for a defective item. To again have to pay this amount for the company to replace it's defective item is not right. I note that the company did not refund shipping for the defective item. At no time did the company offer a refund as an alternative.
Thank you for your assistance. The company should have stood by its products without you having to intervene.
Sincerely,
[redacted]
Personalization Mall misrepresented their product on line. I ordered an "engraved garden stone" as a gift for a family member for this holiday season. As soon as I received it I knew I could not give this gift and called to inquire about returning it for a refund. They will not answer your request for a return on the phone live with you - they say you must email this request with a picture of your product and that you will receive a response via email as well. They never did respond via email. I had to call 3 more times to inquire about a response on returning this awful product and then finally the lady admitted they will not accept my return. The "engraved rock" is a fake hollow rock-shaped item that does not look anything like a rock in person when you see it. The "engraving" is a black sticker that will surely come off immediately in the garden. The description and picture online are misleading and the customer service is awful. I also wrote a review of their product -which they have not published. I am out $30 now and Personalization Mall could care less - they hide behind email and the supervisors are always "in a meeting". I have never done business with a company that cared so little about customer satisfaction - which is why I had to come out to the Revdex.com and share my experience so others can learn about this company before doing business with them. Shady business practices!
Complaint: [redacted]
I am rejecting this response because: I should not have had to pay for shipping to send the item back to you for chemical testing. That is ridiculous.
Sincerely,
[redacted]
Terrible, terrible customer service. I ordered a door mat and chose a color that appeared to be a sort of brick red on their site. What I received was a sort of deep mauve/purplish color. When I questioned it they said I received the right product and there was nothing they could do. I will NEVER purchase from them again. Thankfully I had the protection of my credit card company but I should not have had to go that route. Very, very unethical.
Absolute WORST CUSTOMER SERVICE ever. They show my order as delivered but I never received it. Was home all day on the day they SAY it was delivered! They will not replace it and it was ordered for a Christmas gift. The Rep (Jennifer) was horrible. No customer service skills whatsoever. Interrupted me at least 5 times when I was trying to explain the situation. DO NOT ORDER FROM HERE.
We are sorry that this error occured during the ordering process. A review of the order clearly indicates the incorrect size cards were selected. Our copy also states to purchase the 3x5 cards for the particular box ordered. This was...
explained also via phone when we were contacted. We also reviewed the new order and the correct cards were not purchased. The new order was for an apron and purse.
I attempted to order a few gifts for a baptism and mothers day - a little while after ordering I realized I went with the personalization in the example "holy communion" and it should of said "baptisim" - I immediately called them (it was within the hour... maybe even within a half hour) - I told them about the mistake and asked to get it corrected. I spoke with someone by the name of Teri (although, when I asked for her name she said "what are you going to do with my name?")... She said she would have to call over to check and see if they had already started the order and placed me on hold - she came back on and said "yes they had" I asked "you called over there" she said "yes" - it did not seem like enough time had lapsed for her to call any where and check. She began to try to rush me off the phone - I became more persistent that something needed to be done - I had paid for the expedited shipping on a product I will not use - I asked to speak with a supervisor. She tells me "Only certain call types can be transferred to a supervisor and this is not one of them" I said "So me asking to speak with a supervisor is not enough of a reason to actually be transferred to one?" She told me the supervisor was busy... she then offered me the cost of the item (not including the gift box or the expedited shipping cost)... Me feeling desperate to order the correct item took what she offered to re-order the item but then had to pay an entirely new cost for expedited shipping. She tried to rush me off the phone before I could even figure out where to find this "gift card" she sent me with the cost of the item. I got her name, got off the phone and reordered. Feeling highly upset I looked for a corporate office number and got the same office I had called originally. This time I talked to the receptionist and asked to speak with the supervisor - I was told that I could be transferred to the supervisors voicemail and she was "certain the supervisor would get back to me as soon as possible"... I left my message and waited two hours before posting on their [redacted] page. I posted about my experience and how I was still waiting for a call back from the supervisor. Personalization Mall deleted my comment... I went back to their [redacted] and left another comment - stating I was still waiting a week later and I couldn't believe they deleted my previous comment. I got a response from personalization mall stating - "a credit was issued to you for the cost of the item - we consider this item closed" ... they considered the matter closed - me still waiting with questions that weren't answered - still very much so wanting to discuss it with a supervisor how my call was handled - why it wasn't transferred to a supervisor at my request - Why I had to paid for expedited shipping twice and why I still had to pay for the gift box... - But THEY decided the matter was closed. Not caring at all about my opinion as a customer or caring at all about keeping me happy as a customer. Which is unfortunate for them because I had been a good customer to them previously and would continue to do so if they had made it right. Unfortunately, they had no interest in doing so... It has been about another week now since the last comment I left on [redacted] and today went back to see if anything else was posted on it. I noticed they AGAIN deleted my comment - So I was going to leave another only to find it appears they must of blocked me from commenting? Blocked me from commenting after two negative comments because they didn't want to contact me and make matters right. At this point I realized they left me with no other choice... they are simply trying to push me away with out attempting to fix the problem. So disappointed in this company...
Ordered a wedding canvas and the quality was horrible. When I called they told me that I picked a poor quality photo. When I ordered the cavas it showed great quality. They refused to give e a refund. I will never again order from them.
I ordered a customized blanket for my adult son that featured the name of his dog on it. The website gives the dimensions, but they also feature a photograph that shows a chair that looks like an adult chair, with the blanket across it so I assumed this was a blanket/throw for the couch. I was wrong. It is so small, you actually couldn't wrap his dog in it anyway. Its also supposed to be fleece but it's so thin - it wouldn't keep anyone or anything warm, and its not material that would absorb water, if you were using it for a dog to wipe them down or something. I called customer service and was mocked and basically taunted by the person who answered the phone, and then she laughed at me and hung up. I called back to speak to the customer service supervisor and was put through to Jean's voice mail. Apparently Jean is the owner. She should be ashamed of herself. Its great that you started this business, but stop ripping people off and offer products you know people would be pleased to own. This blanket is a joke and I feel like the pictures are misleading. Your customer service department needs an over haul Jean. How could you train people to behave that way? Warning: don't purchase anything from this company unless you don't mind kissing your money goodbye.
The store credit was issued as a courtesy to compensate for the mistake made during the ordering process. We are unable to issue any other type of refund for a situation like this.
I bought a yard stake in May this year and within 6 months it was peeling, yes peeling off the stake. When I notified the company they told me that there was nothing they could do because it was past the 30 days of purchase. They also told me that I should not have had it out in direct sunlight.
" We can verify that it does state on our website in the product description: Keep out of direct sunlight to prevent fading. We do again apologize but can verify that the weather will eventually fade the personalization on the magnet. We would never suggest leaving the item out all year round exposed to the elements."
I did not mention anything about fading, I said the stake was peeling off the stake. No one buys yard stakes to take in at night or put on their yard at certain times of the year. Don't buy anything from this website. What bothers me is I bought a gift for someone earlier in the year , I am just praying that it does not start peeling off too...
I noticed that there is not a single positive review about this company which is depressing. Here is my honest review!
I have ordered gifts several times. I have not had any problems with shipping or with customer service. The quality of the items are great! I ordered some wine glasses and when they were delivered, 3 out of 4 of them were broken. I immediately called customer service and they were friendly. She talked me through what I should do and put in a replacement order while I was on the phone with her. I have had very pleasant experiences with Personalization Mall and I will continue doing business with them!
Providing high quality personalized gifts has always been a top priority for our customers at PersonalizationMall.com. We have researched this issue further and have decided to replace the item at no additional cost. We are sorry that a defective item was received...
and that we were not contacted soon after the gift was delivered. We also apologize for the delay in resolving this issue and for any inconvenience this has caused.
I purchased a personalized address stamp. The quality is terrible. I have yet to get a clean print of my address since purchasing it. It also took longer to get to me than anything else I have received in the mail for years. I will be returning the product.
The item purchased was a personalized bud vase. We understand the importance of providing our customers with accurate information when making purchases on our website and we include all relevant information. The copy for this item clearly indicates the rose is not...
included (bolded). The rose is an add on that can be purchased for $89.95.
Initial Business Response /* (1000, 8, 2014/07/11) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
We are sorry that our customer is not satisfied with her recent purchase. We will authorize the item to be returned for a...
refund. The refund will be processed 1-2 days after the item has been received in our warehouse.
Initial Consumer Rebuttal /* (3000, 10, 2014/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need to be emailed a return label so I can return this product.
Final Business Response /* (4000, 14, 2014/07/25) */
Due to our return policy, we do not have a return label to send. We will include the return shipping fees in the product refund.
This is the worst place ever to do business! They do not correct errors and have the rudest customer service ever
Customer was advised via email on July 7th at 4:05 pm that the return postage would be covered.
We are sorry that the customer is not satisfied with the bowls recently received. These were a design your own option with a small and very blurry map image used for the item. The preview shown matches the finished product.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
However, I did want to clarify a point on the company's response. The company's first response was to state no replacement would be sent for the defective item. After additional calls on my part, the company said it would replace if I again paid for sipping, which was almost as much as the cost of the item. I had already paid appromimately $7 in shipping for a defective item. To again have to pay this amount for the company to replace it's defective item is not right. I note that the company did not refund shipping for the defective item. At no time did the company offer a refund as an alternative.
Thank you for your assistance. The company should have stood by its products without you having to intervene.
Sincerely,
[redacted]
Personalization Mall misrepresented their product on line. I ordered an "engraved garden stone" as a gift for a family member for this holiday season. As soon as I received it I knew I could not give this gift and called to inquire about returning it for a refund. They will not answer your request for a return on the phone live with you - they say you must email this request with a picture of your product and that you will receive a response via email as well. They never did respond via email. I had to call 3 more times to inquire about a response on returning this awful product and then finally the lady admitted they will not accept my return. The "engraved rock" is a fake hollow rock-shaped item that does not look anything like a rock in person when you see it. The "engraving" is a black sticker that will surely come off immediately in the garden. The description and picture online are misleading and the customer service is awful. I also wrote a review of their product -which they have not published. I am out $30 now and Personalization Mall could care less - they hide behind email and the supervisors are always "in a meeting". I have never done business with a company that cared so little about customer satisfaction - which is why I had to come out to the Revdex.com and share my experience so others can learn about this company before doing business with them. Shady business practices!
Complaint: [redacted]
I am rejecting this response because: I should not have had to pay for shipping to send the item back to you for chemical testing. That is ridiculous.
Sincerely,
[redacted]
We allowed the customer to place a new order at no charge. The new order was delivered on May 14th.
Terrible, terrible customer service. I ordered a door mat and chose a color that appeared to be a sort of brick red on their site. What I received was a sort of deep mauve/purplish color. When I questioned it they said I received the right product and there was nothing they could do. I will NEVER purchase from them again. Thankfully I had the protection of my credit card company but I should not have had to go that route. Very, very unethical.
Absolute WORST CUSTOMER SERVICE ever. They show my order as delivered but I never received it. Was home all day on the day they SAY it was delivered! They will not replace it and it was ordered for a Christmas gift. The Rep (Jennifer) was horrible. No customer service skills whatsoever. Interrupted me at least 5 times when I was trying to explain the situation. DO NOT ORDER FROM HERE.
We are sorry that this error occured during the ordering process. A review of the order clearly indicates the incorrect size cards were selected. Our copy also states to purchase the 3x5 cards for the particular box ordered. This was...
explained also via phone when we were contacted. We also reviewed the new order and the correct cards were not purchased. The new order was for an apron and purse.
I attempted to order a few gifts for a baptism and mothers day - a little while after ordering I realized I went with the personalization in the example "holy communion" and it should of said "baptisim" - I immediately called them (it was within the hour... maybe even within a half hour) - I told them about the mistake and asked to get it corrected. I spoke with someone by the name of Teri (although, when I asked for her name she said "what are you going to do with my name?")... She said she would have to call over to check and see if they had already started the order and placed me on hold - she came back on and said "yes they had" I asked "you called over there" she said "yes" - it did not seem like enough time had lapsed for her to call any where and check. She began to try to rush me off the phone - I became more persistent that something needed to be done - I had paid for the expedited shipping on a product I will not use - I asked to speak with a supervisor. She tells me "Only certain call types can be transferred to a supervisor and this is not one of them" I said "So me asking to speak with a supervisor is not enough of a reason to actually be transferred to one?" She told me the supervisor was busy... she then offered me the cost of the item (not including the gift box or the expedited shipping cost)... Me feeling desperate to order the correct item took what she offered to re-order the item but then had to pay an entirely new cost for expedited shipping. She tried to rush me off the phone before I could even figure out where to find this "gift card" she sent me with the cost of the item. I got her name, got off the phone and reordered. Feeling highly upset I looked for a corporate office number and got the same office I had called originally. This time I talked to the receptionist and asked to speak with the supervisor - I was told that I could be transferred to the supervisors voicemail and she was "certain the supervisor would get back to me as soon as possible"... I left my message and waited two hours before posting on their [redacted] page. I posted about my experience and how I was still waiting for a call back from the supervisor. Personalization Mall deleted my comment... I went back to their [redacted] and left another comment - stating I was still waiting a week later and I couldn't believe they deleted my previous comment. I got a response from personalization mall stating - "a credit was issued to you for the cost of the item - we consider this item closed" ... they considered the matter closed - me still waiting with questions that weren't answered - still very much so wanting to discuss it with a supervisor how my call was handled - why it wasn't transferred to a supervisor at my request - Why I had to paid for expedited shipping twice and why I still had to pay for the gift box... - But THEY decided the matter was closed. Not caring at all about my opinion as a customer or caring at all about keeping me happy as a customer. Which is unfortunate for them because I had been a good customer to them previously and would continue to do so if they had made it right. Unfortunately, they had no interest in doing so... It has been about another week now since the last comment I left on [redacted] and today went back to see if anything else was posted on it. I noticed they AGAIN deleted my comment - So I was going to leave another only to find it appears they must of blocked me from commenting? Blocked me from commenting after two negative comments because they didn't want to contact me and make matters right. At this point I realized they left me with no other choice... they are simply trying to push me away with out attempting to fix the problem. So disappointed in this company...
Ordered a wedding canvas and the quality was horrible. When I called they told me that I picked a poor quality photo. When I ordered the cavas it showed great quality. They refused to give e a refund. I will never again order from them.
I ordered a customized blanket for my adult son that featured the name of his dog on it. The website gives the dimensions, but they also feature a photograph that shows a chair that looks like an adult chair, with the blanket across it so I assumed this was a blanket/throw for the couch. I was wrong. It is so small, you actually couldn't wrap his dog in it anyway. Its also supposed to be fleece but it's so thin - it wouldn't keep anyone or anything warm, and its not material that would absorb water, if you were using it for a dog to wipe them down or something. I called customer service and was mocked and basically taunted by the person who answered the phone, and then she laughed at me and hung up. I called back to speak to the customer service supervisor and was put through to Jean's voice mail. Apparently Jean is the owner. She should be ashamed of herself. Its great that you started this business, but stop ripping people off and offer products you know people would be pleased to own. This blanket is a joke and I feel like the pictures are misleading. Your customer service department needs an over haul Jean. How could you train people to behave that way? Warning: don't purchase anything from this company unless you don't mind kissing your money goodbye.
The store credit was issued as a courtesy to compensate for the mistake made during the ordering process. We are unable to issue any other type of refund for a situation like this.
I bought a yard stake in May this year and within 6 months it was peeling, yes peeling off the stake. When I notified the company they told me that there was nothing they could do because it was past the 30 days of purchase. They also told me that I should not have had it out in direct sunlight.
" We can verify that it does state on our website in the product description: Keep out of direct sunlight to prevent fading. We do again apologize but can verify that the weather will eventually fade the personalization on the magnet. We would never suggest leaving the item out all year round exposed to the elements."
I did not mention anything about fading, I said the stake was peeling off the stake. No one buys yard stakes to take in at night or put on their yard at certain times of the year. Don't buy anything from this website. What bothers me is I bought a gift for someone earlier in the year , I am just praying that it does not start peeling off too...
I noticed that there is not a single positive review about this company which is depressing. Here is my honest review!
I have ordered gifts several times. I have not had any problems with shipping or with customer service. The quality of the items are great! I ordered some wine glasses and when they were delivered, 3 out of 4 of them were broken. I immediately called customer service and they were friendly. She talked me through what I should do and put in a replacement order while I was on the phone with her. I have had very pleasant experiences with Personalization Mall and I will continue doing business with them!