Initial Business Response /* (1000, 5, 2014/02/26) */
[redacted]
We are very sorry that the order has not been delivered. A review of the tracking does indicate an incorrect address and...
that the package will route back to PersonalizationMall.com. We have received an alternate shipping address and a replacement order was shipped today[redacted] We apologize for this delay and any inconvenience this may have caused.
Horrible. I wish I saw reviews before I ordered. I ordered a large wine glass for my sister in law and it came in broken. They only wrapped the stem of the glass. When I originally called they were kind and said they would overnight me a new one. When it hadn't arrived and I called they told me they don't work on the weekend and I would get it Tuesday. Not knowing what to do because I needed it that day I simply asked who to contact if I needed a refund. The woman on the phone told me to refuse the shipment when if came. Next thing I know I am getting an email that they cancelled my shipment. When I contacted them to find out why they said it was becase "I said I would refuse the shipment". I never said. They states that if I want a new one I need to reorder it and that I couldn't recieve the sams sale price. I will never order from them again and I hope you dont either.
Initial Business Response /* (1000, 5, 2014/12/22) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
We are sorry that our customer made a spelling error on her recent order. Customers are asked several times during the...
ordering process to confirm the details of their orders. In addition, a box must be checked confirming the correct information. If a mistake is made, we do allow customers a generous 30% discount to reorder the same item with the correct information. PersonalizationMall.com has sent 2 products and also paid to ship both orders. The item was on a daily deal at the time of the reorder - the item was purchased with a 34% discount. Once items have been personalized, they are not eligible for a return or exchange. Customers are also informed on our checkout page that orders can't be canceled or changed once placed.
The original order was manufactured exactly as ordered by the customer. The customer has to confirm the personalization during the order process to proceed to the checkout page. We confirmed with the customer she provided the incorrect information. A...
change was made in our warehouse and the pillows began shipping in a vacuum sealed bag. This information was given to the customer in an email in May 31st. PersonalizationMall.com filled the orders correctly and will not be issuing any refund.
Complaint: [redacted]
I am rejecting this response because:
I do not want to make another purchase from this company. Such a horrible experience !!
[redacted]
The magnet was reviewed by our Quality Assurance Dept. and the item was free of all defects, including rips. The item was processed and manufactured correctly.
My daughter and I ordered two Mother's Day Gifts for her Mom from this company. Both items arrived recently but one was an engraved item where Mother's was misspelled. It was engraved as Morher's instead.
We contacted their Customer Service Department immediately to explain what had happened and the girl proceeded to blame the error on my 15 year old daughter who had found this company on-line and was so proud of herself for ordering the gifts for her Mom.
This kind of response is completely inappropriate and there should be a complete credit made to my credit card for the amount of that item.
Moving forward, I have told my daughter not to use this company ever again because of their complete lack of concern for a mistake that was made on their part. There was never any compassion during our call with their customer service department, and they tried to pass the blame on to their customer instead of addressing the problem in an appropriate manner.
Worst customer service ever. I bought a necklace and it came back with the engraved initials completely off center. Contacted customer service. Was told the quality assurance team thought it was acceptable. They did nothing for me. Had to throw the necklace in the trash.
We will not be honoring any type of additional refund on either order. We let our customer reorder the item at no additioanl charge once the store credit was issued for the item. We tell customers during the ordering proces to check their information because...
orders are not able to be changed or canceled once placed.
I ordered a Songbird Wedding plaque as a Christmas gift. In short, the personalization prompts asked for me to enter the established year into a space, and I entered 2017 as prompted. All seven examples on the site show the plaque with the line reading with the abbreviation EST. and the year. My gift simply came with the year, not the EST. 2017. I have contacted customer service repeatedly by phone and email, and gave them other examples of other products on this site that offer the buyer clear direction in personalization. Of interest, this company has added a prompt now to this very item. Buyers are now prompted to add EST if desired.
My only goal was for this item to be replaced at no cost to me, this company has offered to allow me to reorder at half off. Given the fact that this company did change it's site based on my experience, I believe that I am not the only person who has had this issue. I am more than disappointed that this company won't make good on this item.
We are happy to explain this process and walk the customer through PayPal checkout. We requested she contact us on 11-29 so we can walk her through and we have never heard back.
Initial Business Response /* (1000, 5, 2014/02/26) */
[redacted]
We are very sorry that the order has not been delivered. A review of the tracking does indicate an incorrect address and...
that the package will route back to PersonalizationMall.com. We have received an alternate shipping address and a replacement order was shipped today[redacted] We apologize for this delay and any inconvenience this may have caused.
Horrible. I wish I saw reviews before I ordered. I ordered a large wine glass for my sister in law and it came in broken. They only wrapped the stem of the glass. When I originally called they were kind and said they would overnight me a new one. When it hadn't arrived and I called they told me they don't work on the weekend and I would get it Tuesday. Not knowing what to do because I needed it that day I simply asked who to contact if I needed a refund. The woman on the phone told me to refuse the shipment when if came. Next thing I know I am getting an email that they cancelled my shipment. When I contacted them to find out why they said it was becase "I said I would refuse the shipment". I never said. They states that if I want a new one I need to reorder it and that I couldn't recieve the sams sale price. I will never order from them again and I hope you dont either.
Initial Business Response /* (1000, 5, 2014/12/22) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
We are sorry that our customer made a spelling error on her recent order. Customers are asked several times during the...
ordering process to confirm the details of their orders. In addition, a box must be checked confirming the correct information. If a mistake is made, we do allow customers a generous 30% discount to reorder the same item with the correct information. PersonalizationMall.com has sent 2 products and also paid to ship both orders. The item was on a daily deal at the time of the reorder - the item was purchased with a 34% discount. Once items have been personalized, they are not eligible for a return or exchange. Customers are also informed on our checkout page that orders can't be canceled or changed once placed.
The original order was manufactured exactly as ordered by the customer. The customer has to confirm the personalization during the order process to proceed to the checkout page. We confirmed with the customer she provided the incorrect information. A...
change was made in our warehouse and the pillows began shipping in a vacuum sealed bag. This information was given to the customer in an email in May 31st. PersonalizationMall.com filled the orders correctly and will not be issuing any refund.
Complaint: [redacted]
I am rejecting this response because:
I do not want to make another purchase from this company. Such a horrible experience !!
[redacted]
The magnet was reviewed by our Quality Assurance Dept. and the item was free of all defects, including rips. The item was processed and manufactured correctly.
My daughter and I ordered two Mother's Day Gifts for her Mom from this company. Both items arrived recently but one was an engraved item where Mother's was misspelled. It was engraved as Morher's instead.
We contacted their Customer Service Department immediately to explain what had happened and the girl proceeded to blame the error on my 15 year old daughter who had found this company on-line and was so proud of herself for ordering the gifts for her Mom.
This kind of response is completely inappropriate and there should be a complete credit made to my credit card for the amount of that item.
Moving forward, I have told my daughter not to use this company ever again because of their complete lack of concern for a mistake that was made on their part. There was never any compassion during our call with their customer service department, and they tried to pass the blame on to their customer instead of addressing the problem in an appropriate manner.
Worst customer service ever. I bought a necklace and it came back with the engraved initials completely off center. Contacted customer service. Was told the quality assurance team thought it was acceptable. They did nothing for me. Had to throw the necklace in the trash.
We will not be honoring any type of additional refund on either order. We let our customer reorder the item at no additioanl charge once the store credit was issued for the item. We tell customers during the ordering proces to check their information because...
orders are not able to be changed or canceled once placed.
I ordered a Songbird Wedding plaque as a Christmas gift. In short, the personalization prompts asked for me to enter the established year into a space, and I entered 2017 as prompted. All seven examples on the site show the plaque with the line reading with the abbreviation EST. and the year. My gift simply came with the year, not the EST. 2017. I have contacted customer service repeatedly by phone and email, and gave them other examples of other products on this site that offer the buyer clear direction in personalization. Of interest, this company has added a prompt now to this very item. Buyers are now prompted to add EST if desired.
My only goal was for this item to be replaced at no cost to me, this company has offered to allow me to reorder at half off. Given the fact that this company did change it's site based on my experience, I believe that I am not the only person who has had this issue. I am more than disappointed that this company won't make good on this item.
We are happy to explain this process and walk the customer through PayPal checkout. We requested she contact us on 11-29 so we can walk her through and we have never heard back.