ComplaintsforDiscount Mugs

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My organization placed an order for 100 custom logo retractable phone chargers with Discount Mugs on November 29, 2023. Upon arrival and inspection, the logo tagline was blurry and difficult to read. Not only did they not look presentable but they didn't even work. My organization has tried all sort of ways to get the charger to work by using different computers, different phones, different USB outlets, having it locked and unlocked but we are having no luck. I have communicating with a rep named ******* and I have complied with all her requests and sent over video and photos but I'm getting nowhere. My Order #is DM5755936

  

  Business response

  12/21/2023

  Thank you for considering Discountmugs.com for your custom needs. You are valued as a customer and every feedback is important to us. On behalf of our business, I sincerely apologize for any dissatisfaction you may have experienced with the defective items you received.
  
  
  In line with this, I have processed a full refund for the retractable phone chargers. This will be approved within ***** hrs. Once approved the money will be credited back to your card within 5-7 business days. You will receive an email notification together with the transaction ID of the refund once it has been approved.
  
  
  Let me know if you have other concerns.

   

  Discount Mugs

• Initial Complaint

  12/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 36 mugs (1 unit) with a personalized design. Was sent 3 mugs and charged $0.91 per mug plus shipping for a total of fifty something dollars. I received 3 mugs, print was not completed as on my receipt. I called and was told this price was for one mug, which is NOT how the website presents. Also, I was told I should have gotten 1 mug, but was sent 3??! Seems like this is a scam. None of what the phone rep said is what is on the site. The mugs I did receive are not even the picture I wanted on the mug. How is it OK to do this to people? If this is their price, it's $50 for shipping one mug??!!! Scam alert.

  

  Business response

  12/07/2023

  Hi *****!
  
  
  Thank you for considering Discountmugs.com for your custom needs. You are valued as a customer and every feedback is important to us. On behalf of our business, I sincerely apologize for any dissatisfaction you may have experienced with the order you received.
  
  
  As per checking the order, you placed 1 mugs instead of 36 mugs and it's an error on our production that we have sent you ****** instead of 1. Again, we sincerely apologize for the inconvenience this has caused you.
  
  
  I have now submitted a refund for this order, this will be approved within ***** hrs. Once approved the money will be credited back to your card within 5-7 business days. You will receive an email notification together with the transaction ID of the refund once it has been approved.

   

  Discount Mugs

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 36 mugs with my business logo imprinted. The logo was not really imprinted but appeared like a kind of sticker. It didn't surprise me that these stickers came off and or chipped when exposing them to a regular dishwasher. **************** offered me 15% in store ********************** as a make right. Disappointing.

  

  Business response

  03/21/2023

  Hi *****,
  
  
  We would like to thank you for considering Discountmugs.com for your custom needs. We value you as a customer and want to do everything in our power to ensure that you are completely satisfied with your order. In line with this, we apologize for any dissatisfaction you may have experienced with the Mugs you received.
  
  
  In line with this, I have now submitted a full refund request on your order, this will be approved within ***** hrs. Once approved the money will be credited back to your card within 5-7 business days. You will receive an email notification together with the transaction ID of the refund once it has been approved.
  
  Let me know if you have other concerns, and will be happy to assist you.

   

  Regards, 
  **** ******* ******
  Social Media Coordinator
  ************** | Ext 2897
  
  Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed.

  Customer response

  03/22/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased ****** Custom printed Pens. They are in the shape of Unicorns. All of the pens have the unicorn head broken off. We contacted them multiple times. They first told us they would fix the issue. Then someone else contacted us and said it's not their problem. ***************************** told us that the heads are aesthetic and because the pen still works that it's not their problem. It's a big problem. The reason we purchased the pens was because they are in the shape of a Unicorn. Except we got pens with no heads on them! They were delivered on January 31st from an order that was placed January 26, 2023. Invoice number DM5432735. We either need them to take the pens back and fix them all, replace them with pens that have heads on them or refund us and take the pens back. This is terrible.

  

  Business response

  02/11/2023

  Hi ******,

  We would like to thank you for considering Discountmugs.com for your custom needs. We value you as a customer and want to do everything in our power to ensure that you are completely satisfied with your order. In line with this, we apologize for any dissatisfaction you may have experienced with the Pens you received.
  
  Neverthless, we understand that you find the quality of the item not within your standards. We will use your feedback on our continuous product evaluation to further improve our list of merchandise and services.

  We have processed a full ISC (In-store credit) for the pens. Let me know if you need anything else.

  Thank you

  Best regards,
  ****************************;
  Social Media Coordinator
  
  

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 25 custom water bottles for my business totaling $491.59 on 1/10/23. This was a custom design of my business logo and custom color using a custom branded CMYK formula from my Media team. I worked with ***, in customer service on this order. He took me offline, to his private email halfway through the transaction. He assured me they could match my brand color. Multiple proofs that came back for approval did not match, so I did not approve them. At one point the charge went through on my credit card, even though I had not approved a proof. At that point, I told him to cancel the order and credit my card. He asked to submit one more proof, and this one matched, so I approved this proof. The product arrived, and the product does not match the proof. The product is useless to me since it does not match all of my branded products. I contacted DiscountMugs, without response. I left a review on their site, and was contacted. They offered an in house credit, but that is useless to me if they cannot match my brand's CMYK color. I feel misled that they could match my CMYK color, and I don't like that they charged me before I even approved a proof. I made sure to meet the 24 hour requirement of denying proofs to avoid charge. I expect refund.

  

  Business response

  01/31/2023

  ******************,

  apologize for the message that *** relayed to you. Unfotunately, for CMYK, we will get the closest color but not guaranteed that it will be an exact match. 
  
  In line with this,  I have now submitted a full refund request on this order, this will be approved within ***** hrs. Once approved the money will be credited back to your card within 5-7 business days. You will receive an email notification together with the transaction ID of the refund once it has been approved. If you any other concerns, just let me know, I will be more happy to asisst you.

  Thank you for understanding and patience.

  Sincerely,

  Best regards,
  ****************************;
  Social Media Coordinator

  Customer response

  02/02/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I just ordered 6 polos for a client with simple artwork to be embroidered. I never received an email a proof so their "online system" approved it after 24hrs. I never even received a notification that they had not received approval. I just received the shirts and the main part of the artwork looks so bad you can hardly read the text. When I told them about the problem they said they could not fix it. Yet the text on the artwork was a nice BOLD text and theirs looks like a skinny mess! On top of the bad text, they also printed the shirts wrong by printing black where it should be white.On top of this when Discount Mugs screwed up all they want to do is give me a 6-month store credit instead of a refund. I used a $200 store credit for the order. This $200 store credit was because of another screw-up less than a month ago that was again their fault. At that time the customer service agent offered me a refund of $129.04 but pushed a store credit on me and gave me a $200 store credit. After this s**** up I kindly asked that they keep their store credit and just give me the original $129.04 from the previous screw-up as they originally offered it to me, so they could still offer it to me now. However the other customer service agent says he can't do that. The only refund they would issue is the $50.24 but that does not cover the $200 store credit that I have to give up.

  

  Business response

  11/18/2022

  Hi ****,
  
  
  We received your claim regarding your recent concern. Again, we sincerely apologize for the trouble this has caused you. Rest assured that your feedback will be heard and we will use these kinds of feedback to make our product and service better.
  In line with this, we already processed the $200 In-store Credit to you. Here is the code A91FFE9855  for your In-Store-Credit additional information will be sent to your email.
  
  If you need any help, just let us know. 
  Have a great day!

   

  Best regards,
  ****************************;
  Social Media Coordinator
  ************** | Ext 2897
  
  Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed.

  Customer response

  11/21/2022

   
  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

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/27/2022 I placed an order for 100 clear tote bags personalized with my logo for $560.46.I have multiple emails stating that the delivery date would be 11/03/2022. On the 3rd I reached out to find out the status of the order since I needed these bags for an event I was holding. I was told it was an estimated delivery date and the only way they can ensure delivery is to pay for expedited printing and shipping. I was told i would hear back from them shortly on the *** of my order. I was also told that I was not able to receive a refund since I already approved the proof. I never heard back from them. When I go to the website and put in my order number (DM5348145) and email it gives me an error. At this point the event that I needed the bags for has come and gone. It's now 11/08/2022 and I still haven't heard from anyone, received tracking information or anything. I just want my money back.

  

  Business response

  11/09/2022

  Hi *****,
  
  Thank you for reaching us and we sincerely apologize for the inconvenience this has caused you.
   I have now submitted a refund request amounting 560.46 , this will be approved within ***** hrs. Once approved the money will be credited back to your card within 5-7 business days. You will receive an email notification together with the transaction ID of the refund once it has been approved.
  
  
  Best regards,
  ****************************;
  Social Media Coordinator
  ************** | Ext 2897
  
  Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ORDER NUMBER: DM5298770 ORDER DATE: 09/08/2022 I ordered 500x mini footballs (stress balls) with one color logo printed. The ***** arrived you can barely see the logo (nothing like the proof they sent) and the logo rubs off with your finger. I reached out to customer service and emailed with a *************************** who replied: "We have received final confirmation from our claims department indicating that your request for your claim has been declined as the order appears to have been processed correctly as per your approved proof and payment selections and an order reprocess will only yield the same results as the art processed on your order has reached the maximum imprint area as well as the best possible quality with the artwork provided. As discussed, you may refer to our terms and conditions of service regarding your claim approvals and reasons for decline here:" The footballs are printed horribly and were not acceptable. Logo rubbing off is not ok, the color imprint was not acceptable. Terrible feeling to be told "too bad, we are taking your money and not replacing the product". The company I work for orders a lot of logoed products - we will NOT order from this company again. It would have been easy to correct this issue with a reprint of the order.

  

  Business response

  10/20/2022

  Hi ********,
  
  
  We would like to thank you for considering Discountmugs.com for your custom needs. We value you as a customer and want to do everything in our power to ensure that you are completely satisfied with your order. In line with this, we apologize for any dissatisfaction you may have experienced with the Stressballs you received.
  
  Neverthless, we understand that you find the quality of the item not within your standards. We will use your feedback on our continuous product evaluation to further improve our list of merchandise and services.
  
  
  
  I have processed a replacement order for the stressballs, as per your request we will now use WHITE as imprint color. We will let you know once it ships out.
  Again, we sincerely apologize for the inconvenience and thank you for your understanding.
  
  
  Your feedback is an essential component for our effective change. While we use your helpful review to further improve our products and services, we hope this unfortunate circumstance does not impede on an opportunity to work with us again in the future. Let us know if we did well in resolving your current concern. Feel free to share your new experience through any of below platforms:
   
  BBB: https://bit.ly/DiscountMugsBBBReview
  Google: https://bit.ly/DiscountMugsGoogleReview
  Facebook: http://bit.ly/DiscountMugsReviews
  Trust Pilot: https://bit.ly/DiscountMugsTrustpilotReview
  Reseller Ratings: https://bit.ly/DiscountMugsResellerReview
  

  Customer response

  10/21/2022

   
  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. Thank you for doing the right things. 
  
  Sincerely,
  *************************************

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order with DiscountMugs.com for 288 custom shot glasses.Order arrived in August 2022 and was unacceptable.Extremely poor quality! All glasses arrived greasy, oily, sticky. Completely filthy.All were printed in the wrong color with a cream color instead of the bright white that was requested.Each and every one of the 288 imprinted logos easily chipped and flaked off of the glass.After contacting DiscountMugs.com multiple times they appear unwilling to issue a refund or replace the product. Recent emails and phone calls have not been returned to us.We might accept a replacement of quality product, but at this point we just want our money back to put an end to this.

  

  Business response

  10/17/2022

  Hi *******,

  Thank you for reaching us and we sincerely apologize for the inconvenience this has caused you.

  We see that you already filed a chargeback case to your bank with the reference number ch_3LQJGAAL9VY6HFb91JGbbXm7 , and we are now pending with the bank's final decision. 

  Once we receive the decision or any updates, we will reach out to you as soon as possible.

  Let us know if you have other concerns. Have a great day.

   

  Best regards,
  ****************************;
  Social Media Coordinator
  ************** | Ext 2897
  
  Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed.
  

  Customer response

  10/18/2022

   
  Complaint: 18233299
  
  I am rejecting this response because: I do not understand it. This is not an acceptable response. What does it mean that Discount Mugs is awaiting a decision from my bank? Discount Mugs should simply refund my charges now.
  
  Sincerely,
  
  *******************************

  

  Business response

  10/21/2022

  Hi,

  Thank you for your response and we sincerely apologize for the inconvenience.

  Regarding your concern, here is the chargeback flow or the process it will go through if you file a chargeback case:

  Once a transaction is disputed, the issuing bank withdrawals the funds from the business without prior authorization.
   -No refunds can be initiated by the merchant during the claim period.

  When the business replies with supporting evidence on the case, the issuing bank reviews and settles the dispute.
   -If the case settles in the cx favor, customer will receive a refund directly from their bank and they will receive notification the case closed in their favor and funds will be made available.
   -If the case settles in the businesses favor, funds are returned to the merchant and case is closed.

  Once a chargeback has been initiated, customer can either drop the case or wait for their banks final decision.  

   

  Hoping for your understanding.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered pens from Discount Mugs with my business information. When the pens finally arrived the information on the pens was so small that you need reading glasses in order to make out what the inscription on the pen says. I contacted customer service and they told me they would do something about the situation. After several emails and pictures of the mishap they basically have left me with the impression that they plan to do nothing about the situation. I requested a refund or discount or replacement I will return the pens if needed.

  

  Business response

  09/16/2022

  Hi ******,

  We would like to thank you for considering Discountmugs.com for your custom needs. We value you as a customer and want to do everything in our power to ensure that you are completely satisfied with your order. Regarding your concern, we already processed a full refund on your order. Please be advised that the refund will reflect back to your account 5-7 business days (depending on your bank). Let us know if you have other concerns, we will be more happy to assist you. Have a great day.

   

  Sincerely,

  Discount Mugs

  Customer response

  09/19/2022

   
  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,
  
  *************************

*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. ↩