ComplaintsforPersonalizationmall.com, LLC

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a personalized wind chime on Tuesday, June 18, 2024. I chose economy shipping because according to Personalization Mall's ETA upon checking out, I should have received my purchase well in advance of the date I needed it by. However, once ***** received my shipment, it has been sitting in a warehouse for 5+ days with no movement at all. I reached out multiple times to Personalization Mall and essentially was told that there is nothing they can do- once the order has already been shipped, "our delivery partner, *****, follows the economy shipping method that you select." Had I known the item would be sitting in a warehouse, and I would have to allow for an additional 5-8 business days, not the "fast turnaround" as advertised on Personalization Mall's website, I would have paid for more expedited shipping. This has been an unfortunate experience and poor customer service standards as I was looking forward to my mother in law receiving this item from all of her grandchildren in proper time for her party.

  

  Business response

  06/27/2024

  We sincerely regret that the customer missed the shipping information both on the order when being placed and on the order confirmation sent immediately after order completion. While we do offer expedited manufacturing and shipping options we also offer cost effective options such as Economy which this customer selected with a stated 4-5 business days for manufacturing and an additional 5-8 business days for delivery. We have attached both the order and the order confirmation where the manufacturing time and delivery time are clearly stated.  Lastly this customer has been a loyal customer for the past two years, placing multiple orders, many using the Economy shipping option. 

  When the customer called and wanted to upgrade her shipping option, unfortunately, the order had already shipped and we could not upgrade the shipping for the customer as our contract does not provide for shipping upgrades. Further the Economy shipping option cannot be upgraded once shipped. We most certainly would have had the package delivery option upgraded if it was possible. 

  Once again, we do understand the customers frustration and do regret that we were unable to accommodate the upgrade request.

  Customer response

  06/27/2024

   
  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

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a custom heart shaped stepping stone for Mothers Day on May 4, 2024. I received the product on May 10, 2024. As soon as I received it I opened it and it was broke in half. I immediately called the company and spoke to a representative. She stated that she would send me an email and to take a picture of the product and send it to the email address along with the order number that had been hyperlinked in said email for a refund because it was out of stock and could not be replaced. I did this immediately within minutes of receiving the email. I waited 13 days and heard nothing. I contacted the company again through a request on their website, was told again to send a picture, which I did. It has been another 9 days and I still have heard nothing. This stepping stone was not that expensive but would just like my refund as requested.

  

  Business response

  06/03/2024

  We most sincerely regret that the customers order was damaged in transit. We do see that as described by the customer, a request for photo of the damaged item was requested via email. We have not, however, received the requested photo of the damaged item. I will send another request under separate cover to the customer with my direct email address to have the photo sent and will then issue the requested refund immediately upon receipt of the photo. Once again, we do regret that the item was damaged in transit.

• Initial Complaint

  04/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered product on 3/20 and was stated in ad that it would ship in 1-3 days. Called and was then told it was 7-10 days. Told representative that ad stated 1-3 days and then was told it was a miscommunication error on their part and refunded delivery fee. I was told item would be shipped by 4/3. Item was not shipped and i received email on 4/5 stating that one necklace would be shipped and there was a problem with the other and was not given a date for the second necklace. I was refunded the cost of second necklace. I want a full refund due to this company not being compliant with original advertisements.

  

  Business response

  04/09/2024

  We have reviewed his order, the associated tracking and spoken to the warehouse and find that the information regarding delivery time is showing on the item description "Please Note - This product takes an additional 10-12 business days on top of standard production time".  Our standard production time is 1-3 business days. Unfortunately, the customer missed the information stated in the description. We further see that only one necklace was shipped due to a quality issue with the 2nd item and the customer was refunded for the shipping charges. We then see that the customer requested a refund for the item that was delayed in shipping and received a Store Credit. We then see that after communication with one of our Supervisors, this customer was refunded in full. We sincerely regret the delayed shipping of the second item, however, believe that we have more than adequately resolved this issue and have closed this complaint.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order date: 12/01/2023 Order #********* I purchased a robe for my daughter as a Christmas gift. It was washed before she wore it and the embroidery on one of the letters started coming undone. I thought perhaps it was a loose thread, however, each time it is washed it gets worse which indicates the *** (the middle letter) will eventually be unrecognizable as a letter. I purchased 3 other robes along with other items ($353.39) and they do not have this issue. In fact, the reason I chose this company is because my husband received this robe a couple years ago and it still looks great. This is obviously a defect in this particular item due to the embroidery process part of the manufacturing. I contacted the company on March 19, 2024 after the third washing. Before that, I was hoping it would not get any worse and perhaps I could fix it somehow. They replied this is not a defect in manufacturing but they also said if it was a defect in personalization they would correct it. This seems like a contradiction to me since they are not willing to offer any type of resolution. They also replied they have a 30 day return period. This problem did not arise until the middle of January. She did not wear it right away and it wasn't as bad as it is now after subsequent washings. This is a personalization company. I would not have purchased the robes from them if they were not personalized.

  

  Business response

  04/04/2024

  We have reviewed the order as pertains to this customers complaint and find that the item is indeed showing defective personalization.  We have issued a no charge replacement order for the defective item and advised the customer of this transaction and issued an apology for the defective product and not properly addressing the issue. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered towels for my son s birthday with his initials. They sent the wrong color. I called and was supposed to get a call back never happened. Called again and was treated even more rudely than before . This is a criminal company that belongs to a flower company that has the worst reviews. I even emailed them a picture.i offered to send it back

  

  Business response

  02/05/2024

  We have reviewed this customers complaint and the order and photo provided. We see that the customer ordered a "vanilla" towel. Vanilla is NOT white it is an off white beige tone as shown on the site. We are aware that the colors shown on screens can vary, however, there is no way that this towel could have been deemed as white in any format and refute any allegations to the contrary. This is a totally unwarranted complaint. We do see that one of the Supervisors refunded the order in full. This issue is closed.

  Customer response

  02/06/2024

   
  Complaint: 21213804
  
  I am rejecting this response because:

  vanilla is off white. No brown. Instead of an apology just aggressive words. Rest assured I will never buy from you again . Btw I am still waiting for the supervisors call for weeks ago
  
  Sincerely,
  
  *******************

  

  Business response

  02/06/2024

  We sincerely regret that the customer still feels that the product is brown, however, the customer is entitled to their own opinion as is the ***************** Team. Additionally, the customer spoke with a Supervisor on the second call and did not agree with the Supervisors findings which are the same as ours.  We would like to note that after the conversation with the Supervisor a full refund was issued on 1/31/24 and the customer was notified of the refund. This issue is closed.

  Customer response

  02/06/2024

   
  Complaint: 21213804
  
  I am rejecting this response because: please check your reviews. you have no manners no it s closed
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I designed 3 photo blankets online, and was satisfied with the way the pictures and previews appeared on my screen -- they were clear and bright -- so i placed an order. I just received the blankets and 2 of the 3 are really bad quality. They don't look anything like the previews shown during the ordering process. I contacted their customer service via email and they replied asking for me to send them photos of the blankets and to tell them whether i wanted a replacement or refund. I sent them the photos and I asked for a refund. They got the pictures and said they "determined the item was made according to the design parameters created by our ******************* They refused to refund my money, even if i returned the blankets. They offered a 20% discount if i wanted to order the blankets again (!!), which obviously I will not do. I wrote back saying that I was not interested in spending more money with them via a 20% discount, and I reiterated that I wanted a refund because the items received did not match the lighting or clarity of what was in my order preview. The pictures on both blankets are dark and dull. You can hardly see my dog's face. It's just like a dark blob. I sent them pictures of what the previews looked like along with the pictures of the actual blankets, and i'm also attaching them to this complaint, so you can see how different they are. As you can see, the images in my order preview were bright and clear. The items they sent are unacceptable and their refusal to stand behind their product, when even the photos themselves show how different the blankets look, is terrible customer service. Together with tax and shipping, i paid approximately $80 for these two blankets. I am requesting that amount to be refunded.

  

  Business response

  02/05/2024

  Tell us why here...We have reviewed the customers complaint and the order with all correspondence related to the issue as described.  We have reviewed attached both the photos that the customer provided and the preview shown and agree with our ***************** Team that the customer received exactly what was ordered. The issue, if we understand it correctly is the brightness. Please note that the preview is a digital replica of the item showing placement on the item. This is not the actual fleece fabric that the customer ordered. The photos will produce as **** due to the fabric and it is unrealistic to expect bright and shiny. We are very sorry that the customer had expectations beyond what is possible. The customer may return the two blankets for a refund for the merchandise only as a one time courtesy.    

  Customer response

  02/06/2024

   
  Complaint: 21174792
  
  I am rejecting this response because: you can see from the photos already included that the blankets are MUCH darker and blurrier than what was shown to me as a preview when creating them and checking out. 
  
  Sincerely,
  
  *****************************

  

  Business response

  02/06/2024

  We have stated our position regarding the blankets and as previously stated the customer needs to return the merchandise to receive a credit for the merchandise only. 

  Customer response

  02/06/2024

   
  Complaint: 21174792
  
  I am rejecting this response because i don't want a credit from this store. they already tried to get me to reorder from them, at first only offering a tiny discount. i wouldn't trust them with another order in the future. they should have immediately offered to take the blankets back at their expense and refunded my money so that i could try to get a replacement present. 
  Sincerely,
  
  *****************************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a personalized stocking and ornament from Personalization Mall's website Dec 5, 2023. Their website advertises 1-2 day dispatch, however the label for the products was created Dec 9th and the package was not shipped until December 28th. Clearly this is after Christmas and they knowingly were sending an ornament for Christmas of 2023. I complained and I have received false information, despite providing screenshots and facts. Today the package did arrive, the products are intact, honestly not great quality, probably a C+ level, but the main issue being clearly on the package it states it was shipped December 28th, directly beside their electronic signature.

  

  Business response

  01/15/2024

  We have reviewed this customers orders and note two things: the order was placed on December 5, 2023 at 8:17 a.m. and it was stated in a bold flag on line that International orders, of which ****** is,  placed after November 30, 2023 were no longer guaranteed for Christmas Delivery and would manufacture and ship after all guaranteed orders were shipped. Additionally, we always endeavor to provide our customers with all the information necessary on our site for our customers to make an informed purchase and to that end we list the following: ****** Shipping
  
  PersonalizationMall.com offers economy shipping service to ******. Orders are shipped M-F, via FedEx ************************** Service. Please allow 15-20 business days (business days are Mon-Fri)  after the "Ships In Days" listed next to your item. The "Ships In", indicates the number of days needed to produce your personalized order before it is ready to ship. Some items are produced in our remote manufacturing facilities and may arrive separately. Note: these items have longer lead times as indicated. Lastly, the Ships in 1-2 business days is for customers that are requesting Rush or ***************** and live in the contiguous 48 states.

  We are very sorry that this customer missed all of the information available on our site.

  Customer response

  01/18/2024

   
  Complaint: 21116719
  
  I am rejecting this response because:
  

  It was written in bad faith. They acknowledge the date I purchased the product was Dec 5th, but proceed to say I didn't read all of the provided information. 

  It was an elementary student being reprimanded saying "I'm sorry you feel that way" and not a company taking accountability that the product was not shipped until December 28th, after the holiday it was for, also an act clearly not in good faith.

  I have been refunded by Personalization Mall, and I'm not looking for anything further, but I do not accept what they have written

  
  Sincerely,
  
  ***************************

  

  Business response

  02/05/2024

  We sincerely regret that the customer missed the information regarding shipping to ******. The cut off for potential Christmas Delivery to ****** was stated on a bold red flag on the home page of our website as November 30th, 2023. Please do note that due to the Customs aspect of International Shipping we do not offer any guarantees to our International Customers. This order was placed December 5, 2023. Orders guaranteed for Christmas delivery are processed ahead of orders that are not guaranteed such as this order.  Additionally ****** Shipping is stated as:

  PersonalizationMall.com offers economy shipping service to ******. Orders are shipped M-F, via FedEx ************************** Service. Please allow 15-20 business days (Mon-Fri)  after shipment for delivery. 

  This customer not only received the order but was refunded in full for the order. We regret that the customer only rates the purchase as a C+ as we receive excellent reviews on both products purchased.

  Customer response

  02/06/2024

   
  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

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order #: ********* This item requires 3 AAA batteries and I have tried several different sets of batteries along with brand new ones purchased from the store and the light in not working on the sign. Can you please send a replacement for this order and let me know how to return the defective piece to you.

  

  Business response

  01/15/2024

  We have reviewed this order and the associated complaint and see that a Chargeback was filed which prevented any further communication with the customer regarding the issue. The customer called and was advised that they only way we could assist is if the Chargeback were reversed, which the customer complied. We have now issued a replacement item which is scheduled for delivery on or before January 19, ****. We sincerely regret that the item was defective and have corrected the issued.

  Customer response

  01/17/2024

   
  Complaint: 21077165
  
  I am rejecting this response because: no replacement shipment has been processed and still waiting for a response from this company.
  
  Sincerely,
  
  ***********************

  

  Business response

  02/05/2024

  This customer was advised that a replacement was issued and we are showing that the replacement was delivered:

  Tracking Number:
  92612901081010553031869884
  Copy Add to Informed Delivery
  Latest Update
  Your item was delivered to an individual at the address at 11:38 am on January 20, **** in ****************, ** 33712.

  Unless there  is an issue with the replacement order, we consider this issue closed.

  
  
  

   

  Customer response

  02/05/2024

   
  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

  12/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order for my first grandchilds Christmas. It was guaranteed to arrive prior to Christmas and two of the custom books never arrived. Contacted company many times. I have submitted a dispute through my credit card company also.

  

  Business response

  01/09/2024

  We have reviewed the customers account and can confirm that the books were lost in transit and fully refunded including shipping which does not excuse the lack of a timely and appropriate response to her inquiries. We are most sincerely sorry for not providing this customer with the **************** she deserved. We fully understand her anger and frustration and know that we cannot replace the very special gift for her grandson's first Christmas. We can assure her, however, that this issue is being looked into and will be strongly addressed. Personalization Mall places a very high value on our customers and are devastated that we have failed this customer. 

  Customer response

  01/10/2024

   
  Complaint: 21053928
  
  I am glad you are supposedly looking into this but at this point it seems like a cya.  I reached out multiple times to find out what was going on and was told multiple times they would look into it and get back to me.never heard back.  Seems as if this is the same kind of response.  I did get the refund but it was never about money it was about ruining my first granddaughters Christmas!  You shouldnt guarantee a delivery of something so special and not have the decency to fix the issue or contact the customer.  I will never use your company in the future.
  
  Dissatisfied customer,

  
  
  *******************

  

  Business response

  01/15/2024

  Once again we sincerely regret that our carrier lost the package and initiated an investigation into the issue. The carrier just responded that they were unable to locate the package and apologized for the issue. Unfortunately, during this busy season this situation does happen and we are very sorry once again that the customers very special gift was not available for giving. Additionally, we once gain sincerely apologize for the lack of **************** to which this customer was entitled.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Web site states Fast turn around 1-2 days, on their website which i took a screenshot of and does not have and * stating this us not the case. I placed customized christmas ornament order on Dec 10, 2023 that was not shipped until Dec 21, 2023, which was too late for me to receive for Christmas, since I was leaving for Christmas on Dec 22, 2023 and would not receive in time for Christmas. When I called customer service she began arguing with me that it could take up to 6 business days which should have been shipped on Dec **************************************** time, but it did not. I want a refund, order was not delivered on time. Also contacted them about 40% off coupon didnt apply immediately after placing order and got no response.

  

  Business response

  01/02/2024

  We have reviewed the order and the customers complaint. Due to a quality issue with the customers order, we did not ship the ornament in a timely fashion as we will not knowingly ship defective merchandise. Due to the shipping delay on our part, we expedited the package which was delivered on December 22, 2023 and refunded the customers shipping. We apologize that our efforts to provide a reasonable solution were to no avail and have provided the balance of the order to the customers PayPal Account.

*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. ↩