Complaintsfor4 All Promos LLC

• Initial Complaint

  10/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed and paid for a rush 1 day order on Wednesday 10/4/23 and by Friday 10/6/23 I was notified that no stock was available for one of the products. This is unacceptable and is even worse I haven’t been able to speak with a manager over the phone. This is NOT PROFESSIONAL. The company is providing me with item options that do not satisfy the consumer and the company expects that I take the items they want but the consumer does not want?! That’s illogical! The company is not taking its responsibility for their mistake, since they don’t want to ship the replacement item we are requesting (almost same price) and pay the next day shipping, which should be the company response to this unreasonable mistake!

  

  Business response

  10/10/2023

  We are sincerely sorry that we were unable to complete the order of bags.  The account manager had reached out to the customer within 1-2 days of us placing the order in production about the item being out of stock.   We try to suggest a replacement item as quickly as possible when a stock issue comes up.   The account manager had offered 2 similar bags that could be produced within the customers time frame, within a similar budget but they were not what their client had requested.  The order has been canceled and a full refund will be issued.
  

  Customer response

  10/10/2023

  
  Complaint: ********
  
  I am rejecting this response because a company cannot accept an order already paid, and then, 2 days later, inform that there is no stock, especially when a rush 1 day order was requested. Is not a matter of providing replacements, is a matter of truthful information at the moment your place an order. The company definitely need to improve their stock system, because this simple error had caused me a tremendous amount of work and issues. I do not recommend anyone to purchase from than company. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  10/10/2023

  Our website does not show a live stock availability.  When an order is placed we check the stock level with our vendors before sending the order in.   However, stock changes daily due to order volume and we are to be notified by our production team within 1-2 business days of an issue with the order. We are very sorry that the inventory was depleted once this customers order had been received and acted appropriately once notified.

  Customer response

  10/10/2023

  A company CAN NOT offer a 1 day service if they don't even know what stock they have available!! And if you can not guarantee stock, then you should revise your business model! Please, be serious!! Don't play games with our time and our money!

• Initial Complaint

  08/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Please see the order information below. I work as the ******* ******** for the ******** ******** *** ******** ************. We have recently launched a loan program for our community and to spread the word, had ordered the below custom tote bags to hand out at the farmer's market. The order was placed on 7/31/23 and after repeated emails and phone calls, we have not only never received our order, but now we aren't even getting any response. The last person I spoke with assured me that 'Caitlin' would be in touch with an updated delivery date, but that was 2 weeks ago. Still no tracking number, no emails returned, and now I can't reach anyone on the phone. They have just taken our money and disappeared. This is fraudulent and unacceptable. Not to mention the fact that now I have no totebags to hand out, nor do I have the funds to request them from another company. The launch has not gone as planned and I look like I am not doing my job. Please help! ******* Order Date: 07/31/2023 - 3:02pm Shipping Method: *** Ground Products Subtotal: $594.00 *** Ground: $33.03 Subtotal excluding taxes: $627.03 Sales Tax: $0.00 ------ Total for this Order: $627.03 Products on order: 100 x Wide Cotton Canvas Grocery Bag - $394.00 ($3.94 each) SKU: 145-CN12813 5 Day Production Color: Natural Imprint Color 1: Kelly green Imprint Color 2: Gray Imprint Color 3: Kelly green Imprint Color 4: Gray Design: 2 color- 2 locations- Different art 4 x One time setup charge for Wide Cotton Canvas Grocery Bag, SKU: *********** (per imprint color) - $200.00 ($50.00 each) SKU: setup

  

  Business response

  08/31/2023

  We are very sorry for the delay in the order of bags for this customer.  There seemed to be an issue with receiving the customers emails and the production time for a 4 color / Full color process had taken longer than expected.  The order of bags has already shipped and the account manager has been in contact with the customer today.  She has received the *** tracking number to follow until they deliver on 9/2.   We will be sure to follow up with her to make sure the custom colors printed are correct!

  Customer response

  09/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  With your assistance, I was finally provided information about the order, and now the order has been received. I am not thrilled with the colors and certainly won't be using this vendor again, but I did at the very least receive the product ordered. Thank you for your help.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for slingback bags for our back to school program. The day they arrived, I contacted the company for a return. After several attempts, they finally contacted me and stated there was a 20% restocking fee. I tried to work with them and requested a wavier. They stated they would only waive the fee it if I placed another order. The reason I am trying to return the bags are the material is thin, flimsy and of poor quality. They are not as stated/pictured on website. Company is trying to charge a 20% restocking fee that was not noted on their website nor was it noted when the order was placed. I need assistance getting full refund from the company, plus the free return shipping costs as they stated on their website.

  

  Business response

  07/09/2023

  The customer received blank bags (not personalized)  that they ordered from our website directly.  We do offer free samples of our products that have an individual cost under $10.00 so they may test the product for quality before placing an order.    On 6/29 They stated to their account manager that they were too thin/flimsy and inquired on how the can be returned.  The account manager replied a day later stating "I will reach out to production for RMA info to return and there will be a 20% restocking fee upon return, do you want a  sample of the bags below to see if these work instead?" and offered a different backpack to consider.  Since these were blank bags and not printed we are able to accept a return but there is a 20% restocking fee imposed from our supplier.  There was nothing wrong with the product that was shipped and this is the return process for blank goods to be restocked and refunded. If there was an issue with the products printing or damages we would have picked up the order for the returnand refunded them in full.

  We do strive to ensure that the item purchased is the correct product received, printed, engraved or embroidered correctly and arrives based on the requested date received by our account managers to meet the specified event date.  Our staff lives by our '100% Complete Satisfaction and Lowest Price Guarantee' motto. Simply put we will do whatever it takes to ensure your order is the best choice for your event, is in good condition and arrives on time."  However, this guarantee does not apply to a blank product.

  We have provided the customer the address for which the bags may be returned to at their cost.  Once they have been returned we can process the refund minus the 20% restocking fee.  As a courtesy we have offered to waive the fee if the customer chooses to place an order for a new bag.  

   

  Customer response

  07/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  As stated on their website, there is no restocking fee. There was something wrong with the bags. It should have been told there would be a restocking fee when the order was place and it should be stated on their terms and conditions. I have attached their terms and conditions in the attachment. There is no mention of a restocking fee.  If that is not part of your terms, how can you charge us. The restocking fee is between you and your supplier. Look at the picture if the bags and you can see there is a problem with the bags. Poor stitching, they look awful and nothing like the picture you advertise.
  Sincerely,
  
  ******** *****

  

  Business response

  07/10/2023

  This information has been reviewed and the bags are a smaller "budget" sling backpack. Size: 13" W x 16" H x 6" D
  We sell many items with different levels of quality and a sample is encouraged before placing an order to ensure it is the best product for their needs.

  Our Terms and Conditions that the customer is referring to pertains to printed products and the condition of the product, not the level of quality. The bags are as ordered.
  "Complete 100%  Satisfaction!  Simply put, we will do whatever it takes to insure that you receive what you ordered, in good condition, and on-time"

  REFUNDS: We stand behind our Complete Satisfaction Guarantee and if the product is different than how it is pictured or described on our site we will gladly refund your money. In addition if the personalized product is not the way you approved it we will refund your money without question.

  Blank products to be returned do incur a restocking fee for processing and  the labor to return it to the warehouse  As a one time courtesy we will waive the fee  and obtain the authorization and supply it to the customer.

   

  Customer response

  07/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am thankful for then time waiver of the restocking fee.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On dec 13 I ordered ******* ******* calendars that were to take 5 days to produce and were to be delivered on Dce 28. After that day came and went I tried their instant messaging chat, a phone call and an email trying to find out where the calendars were. I was told they'd look into it but they never got back to me until jan 10 when I was told the calendars were shipped. When I received them they were the wrong calendars - they sent scenic America. I email them on jan 13 explaining I was sent the wrong calendars and was once again told they'd look I to but a week later and nothing. At this point January is almost over I just want a refund.

  

  Business response

  01/23/2023

  We are very sorry for the error in sending the wrong calendar.  The account manager had stated she was reaching out to the factory about a replacement set of calendars but since the customer has requested a refund in stead we are processing the request with our accounting team.  The customer should see the refund process completed within 14 business days.  Our accounting team will send a credit memo by email once the process has been completed on their end.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date October 12th was when I ordered a leather notebook portfolio case with personalized name of *** ******* *** for my boyfriends birthday gift and never received it sent emails around October 20th-25th. And again in the beginning of November no reply back and sent another one today they got paid for it and I'd like my money back or the item I ordered

  

  Business response

  12/19/2022

  The item the customer had ordered was on backorder until January.  Our customer service team had reached out on 10/12 with the original alert as well as an alternate product as a replacement if the customer was willing to switch items.  (see Attachment)

  There was no answer from the customer.  The customer reached out on 11/11 and our customer service team replied that they had reached out back in October and asked the customer how they wished to proceed (see 2nd attachment) - again no answer.  On   12/2 a 3rd attempt was made  without a response (see 3rd attachment).  As of today we will officially cancel the order and refund the amount to the customer.  They should see the refund process completed within 14 business days. Our accounting team will send a credit memo by email once the funds are successfully transferred back.  
  

  
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 100 ornaments from 4allpromos on 11/18/22. The estimated delivery was 11/29/22. I had checked the status of my delivery on 12/1/22 due to not receiving it, and according to the website it was still in production. I email my sales representative Caitlin P*** and 6 days passed with no response. I tried chatting and calling their customer service team but they advised me Caitlin was the only one who can help me. I followed up by email. Finally after calling and expressing my frustrations to a worker on the phone they spoke with Caitlin directly and advised her to respond to my two emails. This is when Caitlin finally informed me that my product was out of stock, 9 days after it was supposed to be delivered. At this point I told Caitlin I need this product by 12/14 and I am needing alternatives provided or else I would be escalating the issue. She responded and said I would receive the new ornaments by my event and would provide the shipping information shortly. Shipping information was never received and I reached out two more times for the shipping information reminding her of my 12/14 deadline. No response. At this point it’s passed the date and I have zero update on the status of this order and if the new order was ever put in the system. Terrible customer service.

  

  Business response

  12/15/2022

  We are very sorry that the original item the customer had ordered was out of stock once the order was sent to our production team.  The sales rep had offered some alternate ornaments to choose from and the customer had selected one to proceed with on 12/8.  We sent the change to our team for them to continue processing the order.  The customer emailed on 12/13 stating that if they did not receive the shipment by end of day 12/14 then they were requesting to cancel the order and receive a refund.  We have sent the refund paperwork to our accounting team and  they should see the refund process completed within 14 business days. Our accounting team will send a credit memo by email once the funds are successfully transferred back.  
  

  Our production team is supposed to alert us to a stock issues within 24 - 48 hours after receiving the order and we will suggest a replacement as quickly as possible when a stock issue comes up.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on Nov. 2nd 2022 for 48 custom mugs for a company event. When I placed the order, it stated it was a 7 day turnaround which was perfect. About three weeks later, after hearing nothing and the order status wasn't updated, I contacted support and they told me they had to look into it to see what was going on. I called back three or four times over the next few days and kept getting the runaround. Finally we were given tracking information, apologies, etc. The mugs arrived a full month after placing the order, and they were incorrect. The ones we ordered were supposed to have an inside color that matched our logo. The mugs we received were all black. When talking to our sales rep Caitlin yet again trying to get this sorted out, we were told they no longer had the mugs we ordered and offered us a 30% discount, to keep the terrible mugs we never ordered. We asked for a full refund, and have now been ghosted by them. This was an order of over $800, we received the wrong items, and this has been a terrible experience overall.

  

  Business response

  12/14/2022

  We are very sorry to hear that the wrong color mug was printed for this customer.  Our inventory had been mislabled in storage and an all black version had been printed instead of the black with orange interior as on the  order.  Since this was a 4 color printed logo with very fine detail on these mugs the production time did take longer than normal.  The customer reached out to the sales representative with photos asking to have a corrected set printed however the orange interior is out of stock and discontinued by the manufacturer.  The sales rep offered a 30% refund if the customer wished to keep the incorrect color. She also presented alternate mugs to choose from.  Since neither of these solutions was acceptable a full refund will be issued once the original set has been picked up by ***.  The sales representative has sent the customer an email stating we will send call tags with *** to make the return as easy as possible. 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I processed an order on October 13 and paid in full, only to be told after a week later that the items I order were out of stock, I decided to be proactive and replaced my order with a similar item, after so many attempts to contact the company by email, over the phone and online chat to verify the status of my order, finally they got back to me by email and told me they would deliver my order soon. I just received my order (stuffed Lions for a Fundraiser event) which are already late, since the event already past and the order is incomplete, I order 225 Lions and only got 215 and some of them came with the wrong logo. Again, I'm trying to contact this company to no avail, no one answer the phone, the online chat is closed and no one answer to my emails. I been dealing with a simple order for over a month now.

  

  Business response

  11/02/2022

  We are very sorry about the stock issue we had with this original order, we always try and recommend an alternate product when there is an out of stock issue.  We have already contacted our production facility about the missing qty of stuffed animals and we should have them completed and delviered by early next week.  The sales rep has already reached out to the customer with this information.

  The customer emailed the general sales email today just after noon and her email was forwarded to the account representative to review and offer a resolution. We try and respond within 24 hours of receiving an email.

  Customer response

  11/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  When we decided to go with a similar product since the original was out of stock, the replacement product cost less than the original order, we were promised a refund $125.55 since October 24th and as today we have not received a refund to our card.
  
  Sincerely,
  
  ****** *********

  

  Business response

  11/10/2022

  The sales rep shipped out the missing 20 items and had submitted the  refund paperwork for the difference of what was owed to be processed by accounting.  The refund of $155.25 has been processed with accounting on 11/4  - I am attaching a copy of the transaction record in the customers account.  

  Customer response

  11/15/2022

  
  Complaint: ********
  
  I am rejecting this response because: As today 11/15 I have not received a refund.

  The original item was not available and the replacement item was lower in price, I asked for a new invoice showing the correct item and the adjustment in price and never received anything, no refund yet for the difference between the original item I paid for and the one we actually received.
  
  Sincerely,
  
  ****** *********

  

  Business response

  11/15/2022

  The transaction receipt has been attached as proof from our accounting team.  The refund had been processed on 11/4 for $155.25 to ** ****** ** *****.  We recommend the customer check with their bank or credit card issuer about their process time.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 8/25/22 for 1000 pens for my company. My credit card was charged for this purchase. As of 10/7/22 I still had not received my order. Their website only says "order created", there is no shipping date or tracking number available. I have repeatedly called and emailed without any satisfaction. Only when I threatened reporting them to BBB and my credit card company did they respond. I was told they would send my order out immediately. I have emailed to get a follow up, but am receiving no response. The order still shows the same thing, no tracking number or shipping date. This level of customer service is unacceptable.

  

  Business response

  10/24/2022

  We are very sorry that we were not able to provide the pens that this customer had requested.  There was an issue with the artwork when we sent it to production to be printed which wasn't relayed to us in a timely manner.  Once discovered the timing was too late and we have issued a full refund for the order to the customer.  Refunds do take up to 14 business days to be completed by accounting and they will send a memo once it has been processed.  This situation was not typical in out process and our vendors are usually very good about reaching out to us within a day or two of receiving an order for print.  

  Customer response

  10/24/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order, Order #*******, on 8/25/22 for customized chocolates which was to be used for an upcoming event. Artwork was approved after I received an email that it would cost additional with two colors (original logo sent). Once they sent that email, I approved it immediately 9/2. I emailed my rep many times for confirmation of my order, two emails, 9/8 and 9/9 with NO response. I paid for 7-day production, so I thought they would have confirmation 6-7 days after artwork approval. I used the chat feature TWICE on the website, inquiring about my order, and was given a rude response telling me to contact my rep (which I had done). I then sent my rep two emails, asking to cancel the order on 9/13, with NO response. I got an email on September 14th, that he had contacted his rep and MAY be able to have my product to me by 9/15, this was AFTER I told him to CANCEL. The next thing I know, I was sent a tracking number and the order was overnighted to me -- with a solid blue logo, NOT the logo I approved or was charged extra for. This was ALL after I told him to cancel our order due to NO response and lack of confirmation. I have emailed several times since, asking to speak to someone about a refund, with NO response. I have offered to send the product back and send ALL email correspondence, which confirms ALL of the above. Absolutely NO response. TERRIBLE, HORRIBLE customer service!!!

  

  Business response

  10/17/2022

  We are very sorry for the mix-up with this order of chocolates and the 1 color logo that was printed.  The sales rep had received the message from the customer about the cancellation after requesting to have a new batch printed for her.  The order details had been submitted correctly with the 2 color artwork however the production team failed to follow instructions.  We have responded to the customer and are issuing a full refund for the order.  She has been told she may keep the original order and there is no need to return them.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩