ComplaintsforDiscount Mugs

• Initial Complaint

  08/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I've placed my order on Thursday, Aug 25. Funds taken from bank and cleared on the 26th of Aug. I've phone them from Friday to Tuesday, Aug 30th, as my order showed online pending, although the funds were taken from my bank. They constantly replied that they cannot meet my estimated delivery date, as this was just estimate and that they waiting to production line to let them know when it can be shipped. No one could give me a clear answer, always they will come back. Also when I entered my order number on the website tracking, if showed an error. They explained it is because the order is not release awaiting the financial office to clear the payment. For the past 4 day I phoned them, they phoned me to ask what is latest date that I need the items and I told them the date. The next day they will phone again with the same question.During this whole time the order showed pending status. Just spoke to them, it's been 5 days since I placed the order, 4 days since the payment was deducted and I request to cancel the order. Just received an email from them saying the payment was declined... THIS COMPANY IS FRAUDULEND. They keep there customers on a line, don't give them any feedback and then claim the order can only be delivered 3-4 weeks later than the estimated date on the website when placing the order.

  

  Business response

  08/31/2022

  Hi ******,
  
  Thank you for reaching us and we sincerely apologize for the inconvenience this has caused you. 
  
  Regarding your concern, we already returned the payment back to you. Usually, it takes ***** hours, depending on your bank, for the money to reflect back to your account. Kindly check it from time to time. 
  
  In addition, as per your request, we already cancelled your order since the target deadline will not be doable.
  
  Again, we sincerely apologize for the trouble and 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.
  
  Sincerely,
  Discount Mugs

• Initial Complaint

  07/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made an order with Discount Mugs on 7/11/22 for promotional items. I made the order because it says in the email that the estimate delivery date was July *****. I needed these items by the 28th. I received no phone calls, or email communication from them regarding my order, so I waited until the 27th to follow up with them on the status. The customer service representative told me it would be another 1.5- 2 weeks until I received my order, and they can't issue a refund. This is false advertising since the delivery date that was told to me was *****, which was the only reason I made the order.

  

  Business response

  08/09/2022

  Hi Emilie,
  
  We received your claim on BBB. Again, we sincerely apologize for the inconvenience this has caused you. I already processed a full refund on your order. Please be advised that the refund will reflect back to your account 5-7 business day. 
  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. 
  
  Best regards,
  **** ************************************ 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

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  OI ordered 102 at .49 each from them with free shipping over $50. I received 1 in the mail with a **** of over $52 as of which $49 was for shipping (of 1 cup that weighs 1 ounce) I tried to get them to fix the problem and they said sure with another $200. All ****** kept telling me is that the shipping is really a setup fee.ITEM PRICING:Price ( 1 @ **** ):$**** Base Color Price :$0.00 Subtotal :$**** Shipping:$49.00 Item Total:$49.49 I said i would send the product back for a refund and was told no!

  

  Business response

  07/22/2022

  Hi Kandy,
  Thank you for reaching us. We received your claim regarding this order.
  We sincerely apologize for the triouble this has caused you. 
  In line with this, I have processed a full refund on your order. Please be advised that the refund will reflect back to your account in 5-7 business days.
  Let me know if you have other concerns.

  Best regards,
  **** ************************************ 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

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an online order for 350 custom promotional shopping bags for an event. The order was estimated for a for 5/5/22, which was several days before the event. Having not heard any order information regarding *************., I contacted the company for order status. They indicated they were having "production delays" and the order would be sent several days after my event. They offered to "rush" it to me for a 50% extra charge. I declined. I asked to speak with a supervisor, but nobody called me back. Their delay put me in a terrible position to meet the commitments I made for my event.

  

  Business response

  05/05/2022

  Hi ****,

  Hope this finds you well. We sincerely apologize for the inconvenience this has caused you and to your event.

  In line with this, we have processed a full refund on your order. The refund will reflect back to your account in 5-7 business days.

  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 you have other concerns.

  Best regards,
  **** ************************************ 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

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Transaction: 3/24/2022 Paid: $428.24 Product ordered: 36 custom print mugs Invoice #: DM5073450 The mugs that I ordered for a non-profit organization were poor quality with errors. The letters were already peeling upon arrival. There was visible adhesive and many cups were actually dirty. I reached out in a chat and received a bogus email to send pictures. Then I created a ticket and got no response at all. Since then, I cannot access my account with them. It appears they have disabled it.

  

  Business response

  04/22/2022

  Hi ******,

  Good day !

  I apologize for the inconvenience about your order. We have processed a full refund on your order.

  The refund will be credited back to you within 5-7 business days.

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

   

  Sincerely,

  **** ************************************ 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.L

• Initial Complaint

  04/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This complaint is in regard to order DM5040364. I ordered luggage tags with our business logo. The picture on their website has printing on the back (name, address, etc.); however, the product arrived with the back blank. I contacted DiscountMugs via their website and received a response asking for images, which I supplied. After not hearing back for a few days I emailed again and was then asked (by a new customer service person) to supply another image. I did. Then, nothing again for a week. The next time I reached out I was asked to send a video (by yet another different customer service person). I did. A week later, nothing. I first contacted their customer service department about five weeks ago but the issue is still not resolved. The most recent email from them, which I received on March 30, said that they sent a "follow-up request to production." At this point, I definitely feel like I'm getting the run-around, and I need help to get them to actually follow-up with getting the issue resolved.

  

  Business response

  04/05/2022

  Hi ********,

  Hope this finds you well. We received your claim about your order and we apologize for the inconvenience this has caused you.

  Regarding your concern, we have sent you an e-mail in regards to the offers that we have for this claim. 

  Looking forward to your response.

   

  Best regards,
  
  **** ************************************ 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

  04/11/2022

   
  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.

  HOWEVER, THIS ISSUE HAS NOT BEEN RESOLVED.  I was contacted by a **************** on 4/5, but I have still not received a credit.  I will be okay with the resolution if they follow through.  

  
  Sincerely,
  
  ***** Campbell

  Customer response

  04/13/2022

  This complaint is in regard to order DM5040364. I agreed to the resolution offered by the business on 4/5/22; however, it has been over a week and they have not followed through on what they promised (store credit). This manner of customer service is consistent with my experience over the last six weeks that I have been trying to get this resolved. I need help getting the business to honor their promise.

  

  Business response

  04/19/2022

  Hi ********,
  
  Hope this finds you well.  We know that this has been really frustrating on your side and we sincerely apologize for the inconvenience this has caused you and we are really thankful for your support to our business for the longest time. We apologize for the delays in resolving this issue.
  
  Regarding this matter, since you mentioned that you will not be having enough time to place and to receive a replacement for this we already processed a full refund for the luggage tags.
  
  We are doing our best to make our business better and to provide our customers the excellent service that we can. Looking forward to your response and hoping that you will still consider us for your future events.
  
  Best regards,
  **** ************************************ 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

  02/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order from DiscountMugs.com in December for a February event. The order was for drinking glasses with a logo and was ordered a bit early to ensure no product delays. Upon visual inspection, the order looked fine. A few weeks later, prior to the event, I washed the glasses (obviously). The logos come clean off in warm water - by hand or by dishwasher. DiscountMugs.com refuses to assist as the claim was made past 30 days. I would assume DiscountMugs would want to deliver quality products to repeat customers and find it odd they won't rectify a situation that is ost obviously a defect and would prefer to hide behind a policy statement.

  

  Business response

  03/09/2022

  Hello ****, 

  
  Hope this reaches you well.  I still have not received any correspondence from the emails and voice messages I left. 

  Please be advised that you are still welcome to respond and call us back for any further assistance. Again, we sincerely apologize for the overall inconvenience. 

  
  Sincerely, 

  Discountmugs 

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  DiscountMugs.com is using false/misleading information to save money on the backend. - -Placed an order to have tote bags SCREEN PRINTED on 11-18-2021 -Received HEAT-PRESSED VINYL totes on 12-02-2021 (some were already peeling and falling off) -Contacted to inform the same day (12-02-2021) and spoke with ******** who made the "initial claim"- with NO RESPONSE or follow-ups (I requested email contact so I can have everything in writing for my graphic design work). -Contacted again about a week later- with NO RESPONSE or follow up. -Contacted again on 12-14-2021, spoke to ******** who gave me the name of ********, and said the second person I contacted did not put ANY notes in the system or claim. -Contacted again on 01-03-2022, spoke to ******** ******** being the first to follow up with me, sent an email requesting more images of the "damaged" product. (While some products were damaged, ALL products were HEAT PRESSED AND NOT SCREEN PRINTED so not sure why they even need "damaged" images- they just need to see that it is not screen printed and send out the correct order.) -Today is January 11th, 2022. Almost 2 MONTHS since placing the order and over a month of getting the run around instead of giving me what I paid for.

  

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2022/01/13) */ Hi ***, Please accept our sincerest apologies as we take full accountability for whatever errors took place in processing your order correctly. We empathize with your frustration and can certainly understand your disappointment regarding this matter. Due to the imprint limitation of the item selected, we have confirmed that a replacement batch will not be doable at this time. Given this, the requested reimbursement has now been processed on our end. Actual crediting on your card may take up to 5-7 business days depending on your financial institution. Kindly advise if you need further assistance. Thank you. Sincerely, DiscountMugs Consumer Response /* (2000, 8, 2022/01/18) */ They gave me MOST of the money back. That is fair enough on my end as I know they had to break even with the bags themselves. I still believe they should change their web content as it is misleading. Also their follow up customer service was horrible. I am done with this company after the refund but want others to know about how they do business.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed order on October 26th, 2021 with a delivery date of November 9th, 2021. Order contained 100 squirt bottles that were to be given to children as gifts at an event on November 27th, 2021. With expected delivery date being 2+ weeks prior to the event, no issues should have occurred. After several days going by with no tracking info being sent after the expected delivery date, I decided to call customer service to get tracking information. I was told the bottles were still in production and would be a few more days (this was November 15th). I waited a few more days and called again (November 17th) and was promised the bottles would be shipped that Friday (November 19th). When I did not get tracking by Monday (November 22) I called yet again and was told they would ship the next day (November 23). I just called in again today to get the "tracking information" and was instructed that there is no way that the bottles would be done in time to ship. I have been given the run around by this company for weeks, only to be told that 100 kids would not get their gift this year. These were not meant for adults or to be sold, but rather gifts for children and this company took full advantage of us. We could have canceled the order weeks ago and found something else, but now because of the refund delays, we wont get our refund for days if not weeks and nothing can be done for the kids. This company instantly took the money from our bank account but refuses to refund instantly. They sold products claiming to be in stock but was not. Scammed our organization (and others from what I just read) by lying and misleading us.

  

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/11/30) */ Hi *******, Please accept our sincerest apologies as we take full accountability for whatever errors took place in processing your order correctly. We empathize with your frustration and can certainly understand your disappointment regarding this matter. The requested reimbursement has now been processed on our end since last 11/23. Actual crediting on your account may take up to 5-7 business days depending on your financial institution. Again, we apologize for the overall inconvenience. Thank you. Sincerely, DiscountMugs Consumer Response /* (3000, 7, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response is NOT accepted. I asked the first time I called, what the delay was and was informed that your company sold product marked as "in stock", when in fact you did not have stock available and that this is a common occurrence. I was promised a during this initial call that the product had arrived just 1 day before my scheduled delivery day (November 9th) and that your company was rushing into production so we could get our product as promised. When a week went by I called again and was told it would ship within 48 hours and I would receive tracking information. When 4 business days passed (weekend in between) I called a 3rd time and was still promised they would arrive in time. My final call I asked specifically to STOP BEING LIED TO and it wasn't until 3 days before our event that I was informed I would NOT get them in time. This was days before the holidays, so DO NOT use that as an excuse. Your company sold product it did not have. Your company continued to lie to me (the customer). Your company continued to mislead me (the customer). You violated numerous consumer laws and your A+ rating should be stripped from you. I am not the first and doubt I'll be the last that you take advantage of. Business Response /* (4000, 11, 2021/12/08) */ Hi *******, We understand your sentiment about this matter. Apart from the agreed reimbursement, we have also internally continued to consolidate data related to OOS and prod delay concerns so our production team can improve their overall process. Again, we apologize for the overall inconvenience. Your feedback will be used for improving customer experience and adjusting our actions to our customers' needs. Thank you. Sincerely, DiscountMugs

*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. ↩