ComplaintsforTotally Promotional

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased product 3/1/24 with guaranteed delivery date of 3/7/24. THEY made a mistake on the initial proof, plus rep was unavailable to correct until the following day. This shifted guaranteed delivery date to 3/8/24. I accepted this, but let the rep know that they absolutely had to be there on that date, which she guaranteed me that they would. Printed on the bags were the dates 3/8/24-3/10/24. Of course, they missed the date, after assuring me several times that they wouldn't. Immediately they changed their tune, offered me a $160.50 credit as my only option. At this point, the bags are completely useless to me, and to anyone. I wanted a full refund. I then went thru the dispute process with my credit card. In their response they stated "Unfortunately, although, we promise to meet production deadlines, Totally Promotional is not responsible for delays due to our shipping carriers" If that is the case, which I can respect, they should not be advertising "guaranteed delivery dates". It is completely false. They could offer guaranteed shipping dates, but you cant guarantee delivery and also not take any responsibility for said delivery.

  Business response

  06/18/2024

  6/18/24
  This letter is in response to case # ********. Vault - ***** ******* placed an order for custom Tote Bags with our company. When they placed their order, they agreed to all our Terms stated on our website.
  The customer placed the order (********) on our website on 3/5/24.
  When they paid for the order, they agreed to our Terms and Conditions on the Final Ordering Page as well as their quote.
  See Attachment – Return Policy
  **************************************************************************
  ********************************************************************
  We sent them a quote and they approved on 3/5/24. We processed their payment upon receiving their approval email.
  See Attachments – Approval and Payment
  Their billing and shipping address is below.
  Vault
  ***** *******
  **** *** ****
  ***** **** *****, ** *****
  The order was produced and shipped out to the customer on 3/6/24 and was delivered on 3/12/24.
  *****************************************************************************************
  See Attachment - Delivery
  The customer filled out a ticket on 3/7/24 unhappy that UPS delayed their packages. Unfortunately, although, we promise to meet production deadlines, Totally Promotional is not responsible for delays due to our shipping carriers. Our products are sold Freight on Board (FOB) and are owned by the purchaser once the shipping company picks them up.
  Due to the custom nature of their order, their order is not eligible to be returned or refunded in full. We did refund the rush fees they paid due to UPS’s delay.
  See Attachment – Email and Refund
  We are very sorry that UPS had shipping delays. Per the terms, the customer agreed to when they accessed our website, the order is not eligible to be returned or refunded in full. We already refunded the maximum amount they can receive, which was the rush fees they paid. The order is considered the customer’s property once the shipping carrier picks it up and Totally Promotional is not held liable for any delays due to the shipping carrier.
  
  Sincerely Yours,
  ******* ******
  Warranty Manager
  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order # *********************** (Previously referred to as order ******** by ******* ******, totally promotional) Name: ******* ********** (Husband to ******* **********) Date Placed: 4/23/2024 Product Name: ******* Description: Natural Beeswax Lip Balm... Choose Lip Balm Flavor: Tropical Total $190.66 All 250 lip balm / chap sticks were received but not what was ordered. Flavor selected was Tropical. There is absolutely ZERO flavor. The website and even the order describes the item as having flavor, even as having a customer CHOOSE the flavor desired. At no point does the website mention that this 'flavor' is a scent. We have 'flavored' lip balms from other companies that are really flavored as advertised, however these are not. The order would not have been placed if advertised as scented verses flavored or if there was a notation clarifying that the 'flavor' chosen is just a scent. The actual lip balm itself is not great at all. We were VERY dissatisfied and asked for a refund with the understanding that we would ship these items back to vendor. We reached out to the company several times via email and was told no returns, that they would only offer a 15%discount on the order. Why should we pay for there misleading advertising? This is wrong and needs to be fixed. I just want our money back and these items gone. ******* **********

  Business response

  05/17/2024

  5/17/24
  This letter is in response to case #********. ******* ********** placed an order for custom lip balm with our company. When they placed their order, they agreed to all our Terms stated on our website.
  The customer placed the order (********) on our website on 4/22/24.
  When they paid for the order, they agreed to our Terms and Conditions on the Final Ordering Page as well as their quote.
  See Attachment – Return Policy
  **************************************************************************
  We sent them a few quotes on 4/22 – 4/23.
  They approved on 4/23/24. We also have a link to the terms in our quote email.
  See Attachments – Quote and Approval
  We processed their payment upon receiving their approval.
  Their billing and shipping address is below.
  ******* **********
  ***** ******* ***** ***
  ************, ** *****
  The order was produced and shipped to the customer and was delivered on 5/9/24.
  ****************************************************************************************************
  See Attachment - Delivery
  The customer contacted us unhappy with the lip balm. We explained that it is the industry standard is to use the word flavored for lip balm. Anything that goes on your mouth is typically identified by flavor. Unfortunately, as this is a customized order it is not eligible to be returned or refunded.
  See Attachment – Email and Return Policy
  We are very sorry that the customer is unhappy with the lip balm. As stated previously, it is the industry standard is to use the word flavored. Anything that goes on your mouth is typically identified by flavor. The lip balm they received is correct and the order does not have a manufacturing defect. Therefore, due to the custom nature of their order, the order does not qualify for a return or a refund per the Return Policy they agreed to.
  Sincerely Yours,
  ******* ******
  Warranty Manager
  

  Customer response

  05/19/2024

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

  For more background – My husband personally purchased this lip balm as a gift for me to support the military nonprofit I manage. Had I known, I would have suggested we purchase lip balm from another company, such as *********************************** as I know others have purchased from there and have had great experiences. Their lip balms are advertised as flavored and are, unlike Totally Promotional.
  “Flavored” lip balm was purchased. What was sent was “scented” and not flavored. The excuse of industry standard isn’t acceptable, and the advertising Totally Promotional pushes is incorrect and misleading to the extreme.
  What was shipped was NOT what was ordered. See previous images provided – we did not order “scented” lip balm and never would have purchased it had it been advertised that way. This is a scam and we would very much appreciate our money back. If Totally Promotional would pay and provide a shipping label for the box of products, we will gladly ship them back to them. 

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

  Business response

  05/21/2024

  We are sorry you are unhappy but the product you received was the product ordered. In the future, we recommend you order a sample to prevent issues like this.

  Customer response

  05/21/2024

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

  What was ordered was NOT received. You advertised flavored lip balm and it isn't. All supporting documents have been previously provided. 

  Before this proceeds to the next level, I really hope we can resolve this and move on. 

  I suggest:

  Our invoice was $190.66. Refund at least $170. Once refund is processed, I will ship items back to Totally Promotional at my expense. 
  

   

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

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on April 19, 2024. I received an email from them stating that the estimated delivery date is 5/1/2024 but if you need expedited delivery please contact your sales rep. I then emailed them directly and received an email from ********* ****** who then guaranteed me that the items will arrive on 5-1-2024. Today is 5-2-2024 still no cups. I received a phone call from ********* today finally after calling 20x the day before with no answer. I ask her would my cups at least arrive today. She says that she’s unable to give me that information. Completely unacceptable. I then ask for her managers number. She then refuses. But tells me her name is **** *********. She says she could provide her email but thats it. I said that unacceptable I’m asking to speak with her directly regarding this matter and you’re refusing. I then go on to ask for my refund. Then she says they would need to investigate this matter before issuing a refund. I ask what’s there to investigate? I ordered cups, received a guaranteed delivery date that came and went now I need my refund. To order something then be reassured about the delivery date all for it to not happen is bad business. I ordered these for my sisters 40th birthday that i wanted to make special. These cups were part of my decor and how my guests would consume drinks. Now I’m out $84 and forced to buy more. It’s absolutely ridiculous! This company lacks professionalism and customer service. As an Ohio based business owner myself I find this ridiculous because I live in Ohio and this company is based in Ohio. To please my customer I would have drove miles to correct the mistake my company has made and i was never given that option nor was I given a sincere apology.

  Business response

  05/02/2024

  5/2/24
  This letter is in response to case #********. ****** ****** placed an order for custom cups with our company. When they placed their order, they agreed to all our Terms stated on our website.
  The customer placed the order (********) on our website on 4/19/24.
  When they paid for the order, they agreed to our Terms and Conditions on the Final Ordering Page as well as their quote.
  See Attachment – Cancellation Policy
  ****************************************************************************
  We sent them a quote on 4/19 with an Estimated Delivery Date of 5/1.
  See Attached – Quote
  They approved on 4/19/24.
  We processed their payment upon receiving their approval.
  Their billing and shipping address is below.
  ****** ******
  **** **** **** ** ***
  *********, OH *****
  ****** ******
  **** ****** ***
  *********, OH *****
  The customer emailed us on 5/1 threatening to sue our company.
  See Attachment – Customer Email to Rep
  We received a ticket on 5/1 at 2:56 PM, unhappy that she had not received her order. Upon investigation, we saw where the sales rep did inform the customer the guaranteed date was 5/1. Unfortunately, at that time, it was not possible, to get the order out for them to receive for today, 5/2.
  We cancelled the order and refunded the customer in full.
  See Attachment – Email and Refund
  We are very sorry for the miscommunication with the sales representative. Unfortunately, due to a current high volume of orders, it was impossible for us to get the order to her by today, 5/2. We cancelled her order and refunded her in full. We did apologize to the customer via email and phone communication when they called in today, 5/2.
  Sincerely Yours,
  ******* ******
  Warranty Manager

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on January 5, 2024 and was matched with an account manager who should have advised me about the product and the logo I was attempting to order on a product. (I was attempting to repeat an order from a few years ago.) She raised no concerns, so I approved the proof. The original order looks amazing and I was happy to order with them again. However, when the order arrived, my business name is not legible. When I contacted the company for a refund, I was told I approved the proof so nothing to be done. I can not use the product because of how bad it looks. The photo shows the new order above the old order.

  Business response

  01/25/2024

  1/25/2024
  This letter is in response to case #********. **** ***** placed an order for custom Luggage Tags with our company. When they placed their order, they agreed to all our Terms stated on our website.
  The customer placed the order (********) on our website on 1/5/24.

  When they paid for the order, they agreed to our Terms and Conditions on the Final Ordering Page as well as their quote.
  See Attachment – Return Policy
  **************************************************************************

  We sent them a quote on 1/8 using the JPG file they provided. They did not approve of the initial proof and their sales rep informed them we no longer had the artwork from their last order on file and they would need to supply vector artwork in order to receive the same design.
  See Attachment – Rep Email
  
  The customer did not supply vector artwork but we recreated their design the best we could using what they provided and they approved. We did warn about the fine details in their design on the mockup.
  See Attachments – Quote and Approval
  
  Their billing and shipping address is below.
  Enchanted Wanderings
  **** *****
  *** ***** **
  *********, ** *****
  
  The order was produced and shipped to the customer and was delivered on 1/24/24.
  *****************************************************************************************
  See Attachment - Delivery
  
  The customer filled out a ticket on 1/24 unhappy with the tags.
  We confirmed the design they received what exactly what they approved. We offered them a discount off the tags on a new order.
  See Attachment – Email – Email 5
  
  We are very sorry that they are unhappy with the tags. However, based on our email exchange, the order is not authorized for a full refund. They received what was approved on the mockup. Totally Promotional cannot accept returns for printed items that pass our production quality standards. ***Once shipped, orders meeting Totally Promotional’s satisfactory standard are NON RETURNABLE*** We offered them a discount on a new order; however, we would need the vector (AI) file.
  
  Sincerely Yours,
  ******* ******
  Warranty Manager

  
  
  
  

  Customer response

  01/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: They do not stand behind the quality of their product and did not provide accurate guidance durning the proposal process.
  
  Sincerely,
  
  **** *****

  Business response

  01/25/2024

  Hello,

  We are sorry that they are unhappy with their product and our response. However, the sales representative did inform them during the proofing process that we no longer had their artwork from 2020 on file. We requested a vector file and they did not supply one to us. The file they supplied instead of a vector file was a frozen, pixelated, image. We sent them a mockup using the files they provided to try to get the best print possible. Unfortunately, if they were unhappy with the design on the mockup, they would've needed to reply to the sales rep informing them of the issues. The sales rep would've requested a vector file (AI) again as what they sent was not a vector file. The customer did not reply with a correction or issue with the last mockup sent to them. They approved of the design and the tags they received printed exactly as the customer approved of them. Again, we are very sorry that the customer is unhappy. However, due to the custom nature of the product and since they received what was approved; the order is not eligible to be returned for a full refund or a free replacement. 

  Thank you,
  ******* ******
  Warranty Manager

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/2/24, I ordered plastic drinking cups from Totally Promotional. I ordered two sizes, with custom logos, for my mother's birthday party. I spent $263.96 on these cups. These cups reek of petroleum. The smell was immediately obvious when we opened the box. They are absolutely unusable. We showed them to several people who agree the smell is toxic. These were supposed to be used for mixed drinks, water, and soda for the party, but we could not let our guests drink out of something so toxic smelling for fear they would get sick. I immediately contacted Totally Promotional, offering to ship them back. They insist this is the smell of the ink and not a defect. They offered me 15% back which I accepted, but even after running some of the cups through the dishwasher, they still reek of a gasoline smell over 3 weeks later. They were not usable for our party, and since the smell lingers, I once again told the company I would send them back, and let them know I'd be filing this complaint if not. If this scent is in fact from ink, then I am deeply worried about their process, quality inspections, and materials, and do not think the company should be selling these. People are putting their mouths on them, drinking liquids out of them, and I think that the company's practice should be looked into, as the scent highly suggests they are not fit to be drank out of. They would not escalate my complaint and would not allow me to send them back. They also do not have a spot on their website for reviews, you have to be invited to review. I do not want other consumers to purchase these and have the same experience I did, and I would hate for anyone to get sick from these petroleum-scented cups and manufacturing process.

  Business response

  01/22/2024

  1/22/2024
  This letter is in response to case #********. ********* ******* placed an order for custom cups with our company. When they placed their order, they agreed to all our Terms stated on our website.
  The customer placed the order (********) on our website on 1/2/24.
  When they paid for the order, they agreed to our Terms and Conditions on the Final Ordering Page as well as their quote.
  See Attachment – Return Policy
  **************************************************************************
  We sent them a quote and they approved with their payment on 1/3/24.
  See Attachments – Quote and Payment
  Their billing and shipping address is below.
  ********* *******
  *** * *** *** *** **
  *** ****, ** *****
  ********* *******
  ** ******* ***
  **********, ** *****
  The order was produced and shipped to the customer and was delivered on 1/7/24.
  ****************************************************************************************************
  See Attachment - Delivery
  The customer filled out a ticket on 1/8/24 unhappy with the cups.
  We confirmed the smell was the smell of the ink. Unfortunately, that is not considered a manufacturing defect. Therefore, the order is not eligible for a return or refund per the policy they agreed to when they placed the order. We did offer them a discount on the cups, which they accepted.
  See Attachment – Email – Email 6 and Refund
  We are very sorry that they are unhappy with the cups. However, based on our email exchange, the order is not authorized for a full refund. We have already refunded the agreed upon discount back to their card. The Return Policy states: Totally Promotional cannot accept returns for printed items that pass our production quality standards. ***Once shipped, orders meeting Totally Promotional’s satisfactory standard are NON RETURNABLE***
  Sincerely Yours,
  ******* ******
  Warranty Manager
  

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: I want someone to evaluate these cups for safety. They reek of gasoline. I cannot imagine this company thinks people can drink out of them. This is clearly an issue with the materials you are using. I can mail them back, or to BBB to evaluate. 
  
  Sincerely,
  
  ********* *******

  Business response

  01/23/2024

  Hello,
  
  The cups are run through a convection oven when the ink is cured. This process effectively burns off chemical containments as well as cures/adheres the ink to the cup decreasing ink migration and leachability. We have also received certification about the inks safety from the supplier. We are very sorry that the customer is upset regarding the smell of the ink. However, scent is subjective and it depends on the individuals sensitivity to scent. The ink itself will not make anyone sick and the cups are safe to drink out of. The cups on this order are not eligible for a return or a refund per the policy they agreed to when they placed their order. 

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

  Thank you,
  ******* ******
  Warranty Manager

  Customer response

  01/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have asked several people to smell the cups. Everyone has agreed that they are toxic-smelling and that they wouldn't drink out of them. I am not overly sensitive to smell. I even ran some through a dishwasher and they still smell strongly of petroleum. There is something wrong here. I have offered to return them. They are 100% not useable. No one will drink out of a cup that smells like this. 

  I also notice that there's no way to leave a review on the company site. I have to question the validity of their reviews, considering the number of negative reviews on Better Business Bureau, and the overwhelmingly positive reviews on their own site. 

  I would like to return the cups for a full refund. 

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

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 11/17 Order# ******** Ordered koozies for my business and provided my logo. Company charged me 2x, they did refund me the over charge. Regardless unprofessional they didn't even tell me. I received my order and it was incorrect. They filled in the picture of our logo so our frogs didn't have eyes. The associate claimed the lines were too small and we aren't eligible for a refund. The company should have emailed me prior to charging me that they couldnt match the logo I provided on a koozie. Instead they lied that approved it which I didn't and sent me 200 koozies that are unusable to me because they are not our logo they look awful . Horrible customer service here.

  Business response

  11/20/2023

  11/20/2023
  This letter is in response to case #********. Two Frogs Brewing Co - **** ****** placed an order for custom Pint Glass Sleeves with our company. When they placed their order, they agreed to all our Terms stated on our website.
  The customer placed the order (********) on our website on 11/7/2023.
  When they paid for the order, they agreed to our Terms and Conditions on the Final Ordering Page as well as their quote.
  See Attachment – Return Policy
  **************************************************************************
  We sent them a quote and they approved by providing their payment through the link on the quote on 11/7/23.
  See Attachments – Quote and Mockup
  When they paid through the link, they paid twice and we refunded the duplicate payment back the same day they provided it to us. We did not double charge them, as they had to provide payment through the link.
  Their billing and shipping address is below.
  two frogs brewing co,
  **** ******
  ***** **** ****
  *** **** ******* ** *****
  The order was produced and shipped to the customer and was delivered on 11/17.
  ****************************************************************************************************
  See Attachment - Delivery
  The customer filled out a ticket on 11/17/23 unhappy with the imprint. We reviewed the photo they supplied and it matched the mockup we had on the quote that we sent to them.
  We state on the quote: If you approve of the digital mockup and order details, please pay via the link below. If you need changes to your digital mockup or any portion of your order, such as billing address, delivery date, or a sales tax exemption, please reply to this email.
  The customer did not reply but paid via the link and therefore approved of the mockup they received.
  See Attachment – Email – Email 4
  We are very sorry that they are unhappy with the pint glass sleeves. However, based on the mockup they received, the design printed as they approved it. Due to the customized nature of our products, Totally Promotional cannot accept returns for printed items that pass our production quality standards. At this time, they do not qualify for a full refund or a free replacement as the design printed as they approved.
  Sincerely Yours,
  ******* ******
  Warranty Manager

• Initial Complaint

  08/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased personalized sanitizer spray for my daycare. i requested the logo and text. the mock up the company sent me to approve isn't the product i ordered. The writing on the spray bottle is unreadable because of the text color and bottle material. The mock i received and approved, the text was on a label and the bottle was cloudy white. I never received a mock of the product as i received it, which is unreadable. There is know way i would've ordered an unreadable product.

  Business response

  09/12/2023

  9/12/2023
  This letter is in response to case #********. ******** **** - ******* ****** placed an order for custom hand sanitizers with our company. When they placed their order, they agreed to all our Terms stated on our website.
  The customer placed the order (********) on our website on 8/15/2023.
  When they paid for the order, they agreed to our Terms and Conditions on the Final Ordering Page as well as their quote.
  See Attachment – Return Policy
  **************************************************************************
  We sent the mockup attached to approve.
  See Attachments –  Mockup
  The customer paid for the order approving of the mockup they received with their payment.
  Their billing and shipping address is below.
  ******** ****
  ******* ******
  *** ******** **
  *********, ** *****
  The order was produced and shipped to the customer on 8/24 and was delivered.
  *****************************************************************************************
  The customer filled out a ticket unhappy with the labels on the hand sanitizers. We confirmed that they received the design approved and that it printed as it was placed on the clear label.  
  We informed them that the imprint passed inspection and therefore did not qualify for a replacement or refund.
  See Attachment – Email – Email 7
  We are very sorry that they are unhappy with the hand sanitizers. However, the photo they sent shows the design was correct and passes inspection. We state on the mockup that it is not meant for exact color matching. Per the Return Policy, they agreed to when they accessed our website, due to the customized nature of our products, Totally Promotional cannot accept returns for printed items that pass our production quality standards. We confirmed that what they received pass our standards and therefore, they do not qualify for a refund or a replacement.
  Sincerely Yours,
  ******* ******
  Warranty Manager
  
  
  

  Customer response

  09/12/2023

  
  Complaint: ********
  
  I am rejecting this response because 
  Complaint: ********
  
  I am rejecting this response because: this company purposely sold my company a product they knew wasn't what I approved. The disclaimer states, color may appear different. I'm not disputing the color of the product,  I'm disputing the mock visual.  the mock I approved verses the product I received. The mock,Total promotions used to display my product for my approval was clearly sabotaged to project a viewable product.  Total Promotions stated in an previous email,  they used a white background when doing my mock. Well, the writing on the label with the background used was viewable. However, it's not viewable in person, nor is it viewable when I use a white background.  I would like to know why Total promotions didn't do my mock with just the label, no artificial background? What was the white background used for when presenting my mock up? I've attached pictures of the product i received with and without a background. The letters and logo arent as readable as they are with the background used for the mock.

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

  Business response

  09/14/2023

  Hello,

  We did not state that we used a white background. If you view the email attached, you can see the difference between the mockup they received and the one for the white label. We stated that the colors of their design would show up better on a white label versus the label they ordered. The label on the mockup, is the label they ordered, the clear label.  The clear label reflects the color of the tube of hand sanitizer and is also listed as clear in the left column of the mockup they received. The customer received what was ordered, approved and it passes inspection. We cannot refund or replace their order at this time. 

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

  Sincerely Yours,
  ******* ******
  Warranty Manager

  Customer response

  09/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: this company is submitting false mock ups for customer approval. 

  In our previous email on August 31, ******* stated, the template itself has a white background.  What's the difference in the white background,  rather they purchase it or the add it themselves. At the end of the day, the company is responsible for what they sale and portray as their product. If ******* understands the white background that comes with the template gives the illusion that the text will be transparent/viewable, yet they as a company know it's not, why not disclaim that information to the consumer. False Advertising to make $100 is why.! Again, change in color and change in transparency are two different issues. Both should be disclaimed!

  Lastly,  why would I ask you to redo the exact image??? It's not readable and you know it's not readable! I would request you make it right with a white label and update your discalimer for your consumers. Stop hiding behind fake words and discalimers that are made soley for, company 
  discretion so you can make a sale. I know for a Fact, your company has this issue often.

  Listen, I understand $100 may be a lot to loose for your company but your bigger than my company, so imagine how i feel. Don't pick and choose the consumer you will make it right with, make it right with all your customers. Be honest, Admit when you've made a mistake and make changes to avoid future mistakes.  Business integrity goes a long way!

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

• Initial Complaint

  07/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchase date 07/24/2023. Total price $57.37. Order number ********. Emailed last night stating I needed to cancel because of a double booking with our wedding venue and needing to change our wedding date. Company responded today saying they could refund all but $20. I advised them I would be re-ordering once I had a new date but as of right now I don’t have a new date and it’s not my fault the venue canceled this close to our date. All I want is a full refund so I can reorder when I get a new date. Or honestly I would accept them to pause the order until I get a new date and then they could continue with the new date once I have it.

  Business response

  07/28/2023

  7/28/2023
  This letter is in response to case #********. ***** ********* placed an order for custom cups with our company. When they placed their order, they agreed to all our Terms stated on our website.
  The customer placed the order (********) on our website on 7/24/2023.
  When they paid for the order, they agreed to our Terms and Conditions on the Final Ordering Page as well as their quote.
  See Attachment – Cancellation Policy
  **************************************************************************** 
  As they approved of the design online, it automatically went in to production on 7/24/2023.
  Their billing and shipping address is below.
  ***** *********
  **** * ********* ***
  ********, IN *****
  The customer placed a ticket wanting to cancel the order due to their wedding being postponed. We contacted them informing of the cancellation fee.
  See Attachments – Email
  The customer was upset with the cancellation fee, however, as the order had been in production for two business days at the time of the cancellation request, we could not waive the cancellation fee. The customer stated to not proceed with the order so we cancelled per their emailed response.
  See Attachment – Email 2 - Email 5
  We processed the refund on 7/26 minus the cancellation fee.
  We are very sorry that the venue they chose for their wedding was double booked. Unfortunately, as the order was in production, we could not cancel and refund in full. Once an order is in production it cannot be paused and the design cannot be changed. They agreed to our Terms and Conditions when they placed their order. In our Cancellation Policy we state, once an order has been submitted to production, Totally Promotional cannot guarantee that you will have the option to make changes or the ability to cancel your order. Applicable fees will be assessed to process any changes or a cancellation made at this point. Charge amounts depend on the extent of work already completed. We will advise you in writing of any and all costs incurred prior to making changes or cancellations with us. You will be responsible for payment of those charges without dispute. They do not qualify for a full refund per the cancellation policy they agreed to when the order was placed.
  Sincerely Yours,
  ******* ******
  Warranty Manager
  
  

  Customer response

  07/31/2023

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

  The website does not give you the option to continue unless you “approve design” so there was no way for me to continue without approving the design and I did not find out about my venue until the next day and I contacted as soon as I found out. It had not been 2 business days. It hadn’t even been a full businesses day when I emailed. See all attachments. 
  
  Sincerely,
  
  ***** *********

  Business response

  08/02/2023

  Hello,
  The website will give you an option to not approve if you add a special request. As you can see in the image she provided, ********, we state if you add a special request to your order and checkout, your order will be assigned to one of our representatives. However, if you just put in your information and approve of the design using one of our templates, you will need to approve to proceed with the order. She did not add a special request and approved of the design in the shopping cart. By doing so, as we state online, the order goes straight to production. 

  Unfortunately, as the order was in production, we are unable to refund her in full. We proceeded per our cancellation policy in telling her the cost to cancel. We proceeded with the cancellation per her email to not proceed and refunded her all but the cancellation fee. No further refunds are possible at this time. 

  Thank you, 
  
  ******* ****** 
  Warranty Manager 

  Customer response

  08/02/2023

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

  That doesn’t even make any sense. What a scam of a website, I will make sure everyone I know knows to never order anything personalized from here. And I have disputed this with my credit card company as well. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  07/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with this company and paid for rushed expediting and they GUARANTEED the order for delivery on July 14. I reached out to them several times to let them know the order looked like it would not be arriving on time. I tried to get help and even asked them if they could help me get another order placed and expedited so the order would arrive by the guaranteed date in time for the event it was ordered for. They “reached out to ups” and by this they didn’t even take the time to call, just emailed. I took the initiative to call UPS and they had let me know the package was now considered “lost” and it is up to the sender to file for a refund of the contents inside. I reached out to the company to tell them this, asked them to please file this complaint and to refund my money. They refuse to refund my money saying the package “may show up”. It doesn’t do me any good now that it is days after the party and GUARANTEED delivery date. I believe this company is operating totally u ethically and misleading customers and misrepresenting their promise with “guarantees” that won’t be held up and refusing to refund the product. My event was ruined by not having these items, which also threatens my livelihood. They are operating unethically and I would like an apology and to be refunded for this order.

  Business response

  07/20/2023

  This letter is in response to case # ********. ***** ****** placed an order for custom cups and napkins with our company. When they used our website, they agreed to all our Terms stated on our website.
  The customer placed the order (********) on our website on 7/10/2023.
  When they paid for the order, they agreed to our Terms and Conditions on the Final Ordering Page as well as their quote.
  See Attachment – Terms, Delivery Delay and Return Policy Terms
  ****************************************************
  ********************************************************************
  **************************************************************************

  Per our Delivery Delays Terms, that they agreed to:
  “Guaranteed” dates are considered estimates and should not be mistaken for an absolute in hands date. Although, we promise to meet production deadlines, Totally Promotional is not responsible for delays due to our shipping carriers. Our products are sold Freight on Board and are owned by the purchaser once the shipping company picks them up.

  We sent them a quote on 7/10, on the bottom of the quote; we also provide a link to our Terms and Conditions for the customer to review. They approved of the order.
  We processed the payment they provided, when they placed the order, upon receiving their approval.

  Their billing and shipping address is below.
  ***** ******
  **** **** ** *** *
  Santa Monica, CA 90403

  We produced and shipped the order to them on 7/11/2023. The shipping carrier is waiting for the customer to pick up the package. ****************************************************************
  See Attachment – Delivery

  The customer placed a ticket due to the shipping carrier not delivering it on time. We refunded the rush fee back to their card as the delay was due to the shipping carrier.
  See Attachments – Email – Email 8 and Refund

  As we state on our website, by them using our website they agreed to be bound by our stated Terms and Conditions. If they did not agree to those terms, they should not have used our website or placed an order. In our Delivery Delay Terms, it states that the customer is owner of the package once it is picked up and that we cannot be held liable for any delays with the shipping carrier. We followed our policy by refunding the rush fee back to their card. Since this is a customized product, they are not eligible for a full refund. We have refunded the rush fees for both the napkins and cups back to their card. They are not eligible for a full refund per the policies they agreed to when they used our website. They are also not eligible to return the package per the Return Policy they agreed to when the order was placed.

  
  Sincerely Yours,
  ******* ******
  Warranty Manager

  
  

  Customer response

  07/20/2023

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

  They are misleading customers with their “guarantee.” They know full well that people are not reading all fine print when placing an order and are misrepresenting things with their “guarantee.”

  Additionally, I reached out multiple times via phone and email alerting them that they order was not registering with ups and asked that we get a rush order executed so that I could still get the materials I needed in time for the event. Their representative, ****, refused to help with this and would not connect me with anyone else at the company.

  Also, it does not seem ethical that a company’s terms can be that THEY are the only evaluator of if a product is satisfactory. So per them, they can send me damage product and there is no recourse because they gave it their stamp of approval? 
  

  Also, I spoke to UPS and since the package was lost and not delivered in the 1-5 days all ground packages are supposed to be delivered in, they have to cover the cost of the package, but that has to be requested by the shipper—which is another thing that makes no sense bc TotallyPromotional says they are no longer responsible for a package once fit leaves them, but they are the ones entitled to the money back from UPS?

  So basically, they are able to get the money that I pod refunded by UPS and could then do the right thing and refund my money, but they refuse to do so?

  I see that there are many other complaints about this company on the BBB site. Action needs to be taken here. You, as a regulator of businesses, should not allow this company to keep swindling people and be able to keep doing it without repercussions. As a business, they should do the right/moral thing and refund this order.

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

  Business response

  07/20/2023

  Hello,
  

  I am very sorry but we will not be receiving any refund from UPS as this package was not lost. The only time UPS will refund is when they lose or damage a package. At the time this customer called and spoke with ****, they had not filled out the ticket for us to start an investigation with UPS. **** kindly explained to the customer that they needed to place the ticket so we could contact UPS and start our investigation. The customer called in immediately after placing the ticket wanting a response but that was not possible as we would've just received the ticket and needed time to investigate and contact UPS. 

  At this time, this customer has not viewed the product or told us of any damages regarding the order. Her complaint with our company was on the amount of time it took UPS to deliver the order. 

  I do apologize but we refunded the rush fees per our policy. They do not qualify for a full refund as we did produce and ship the order on time. We are truly sorry for the amount of time it took with UPS but that is unfortunately beyond our control. We followed the policies they agreed to by refunding the rush fee when it did not arrive on time. 

  Delivery Delays and Transfer of Ownership Merchandise:

  Totally Promotional will not be held liable for any specific damages or consequential claims that exceed the invoiced value of the merchandise purchased if the merchandise is not delivered on a specified date or is delayed in transit based on circumstances beyond our control. Delivery dates are “estimates” made in conjunction with freight carriers. “Guaranteed” dates are also considered estimates and should not be mistaken for an absolute in hands date. Although, we promise to meet production deadlines, Totally Promotional is not responsible for delays due to our shipping carriers. Our products are sold Freight on Board (FOB) and are owned by the purchaser once they are picked up by the shipping company. 

  Thank you,

  ******* ******
  Warranty Manager

  Customer response

  07/21/2023

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

  This company is corrupt and swindlers. I am urging you as the BBB to take a look into this company and the numerous complaints against them and take action against them. If they are allowed to keep doing this to people, they will just continue to keep operating in the corrupt and unethical manner they do. The are allowed to steal from customers with no consequences. Please take a look at all the complaints about them sending damaged or incorrect product to people and the only recourse the company offers is 10% off a future order.

  I spoke to ups and they marked this package as lost and said when they do so, the customer is entitled to a refund. Totally Promotional is lazy and just does not want to put the effort in to dealing with ups—-just like they didn’t when i first reached out.

  additonally, in regards to the call with ****—I asked multiple times to speak to someone who would help me get a rush order initiated. Keep in mind, I did not tell her that I was expecting it for free, just that I wanted to place a rush order  she would not allow me to speak to anyone and she clearly doesn’t know what she’s doing. Had I been able to speak to someone and get a rush order placed, I could have gotten cups for the event in time.

  this company has no care for customers and profits off of their losses. I could have lost my job given this mess up, yet they don’t offer any empathy, remorse, or even a sincere apology. If they were an ethical company who values customers and business, they would be offering a full refund or at the VERY least  partial refund. However they would rather die on this hill they are standing on than try to help a customer. It’s shameful.

  I am going to reach out to UPS again as should totally promotional.

  I will do everything I can to ensure this company isn’t allowed to swindle other customers moving forward. 

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

• Initial Complaint

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I submitted an order for 100 blank koozies 05/11/2023 at 8:53pm est. I noticed the shipping said they wouldn’t arrive for an entire week so contacted customer service via email 05/12/2023 at 1:05pm est. i submitted a ticket as their response suggested. Then called at 1:48pm est 05/12/2023 to see if they could be shipped faster or if I should cancel. I was told to wait a couple hours and check back if I hadn’t heard from customer service because they were actively checking to see if the product could be rush delivered. I emailed again at 2:29pm est 05/12/2023 asking if there was a resolution or if I should cancel. At 3:25pm est 05/12 I received an email stating they were still waiting to hear back from production and if I canceled I would be charged a 10% fee for “work that has already begun”. What work needs to be done on blank kooozies? The 10% fee is absurd. I asked for a manager contact information and was told that there was no one to provide because the woman emailing is the warranty manager. I don’t feel that I should have to pay the 10% fee. That equals out to $14.36. We aren’t talking a lot of money here it is just the principle of the matter. I did inform the warranty manager I would be posting reviews and informing my crafting groups of the issues I have dealt with this year (my previous 2 orders this year were short a few koozies which I informed the company of and received a refund). I don’t know if they are under new management this year or what but I have never had such a poor experience with totally promotional as I have had in 2023 and I have been ordering from them for years. I would like an apology from the warranty manager and a complete refund of my money paid 100%.

  Business response

  05/16/2023

  5/16/2023
  This letter is in response to case #********. ***** ****** placed an order for blank can coolers with our company. When they placed their order, they agreed to all our Terms stated on our website.
  The customer placed the order (********) on our website on 5/11/2023.
  
  When they paid for the order, they agreed to our Terms and Conditions on the Final Ordering Page as well as their quote.
  See Attachment – Cancellation Policy
  **************************************************************************** 
  
  As it was a blank order, it automatically went in to production with the estimated delivery date range of 5/18 – 5/22.
  
  Their billing and shipping address is below.
  ***** ******
  **** *********** **
  ***** **********, ** *****
  
  The customer placed a ticket wanting to rush the order. However, we had to reach out to the production facility to see if it was possible as it was already in production. They emailed in to customer service wanting to cancel the order if we could not guarantee the rush. We emailed the customer explaining the situation and told them the cancellation fee if that is how they wanted to proceed.
  See Attachments – Email
  
  The customer was upset with the cancellation fee, we sent it on to the resolution committee and they agreed the cancellation fee is correct per the Cancellation Policy they agreed to when the order was placed.
  See Attachment – Email 2 and Email 3
  
  We processed the refund on 5/15.
  See Attachment - Refund
  
  We are very sorry for any confusion regarding the order. They agreed to our Terms and Conditions when they placed their order. In our Cancellation Policy we state, once an order has been submitted to production, Totally Promotional cannot guarantee that you will have the option to make changes or the ability to cancel your order. Applicable fees will be assessed to process any changes or a cancellation made at this point. Charge amounts depend on the extent of work already completed. We will advise you in writing of any and all costs incurred prior to making changes or cancellations with us. You will be responsible for payment of those charges without dispute. They do not qualify for a full refund per the cancellation policy they agreed to when the order was placed. 

  
  Sincerely Yours,
  ******* ******
  Warranty Manager
  

  
  

  Customer response

  05/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  the cancellation terms are gray. It says they cannot guarantee which indicates it is not cut and dry. If my 10% fee means that much to them that is sad. I have ordered from totally promotional 3 times this year- the first two orders were short of product ordered so I called and got the refunded amount back on the items not shipped. Guess I should have attached a 10% fee for the time and effort it took to correct their mistake. I attempted to cancel the order well before 24hrs of submitting and it wasn’t even going to ship for another what 5 days? The order was for BLANK koozies so what work went in to production?  Makes zero sense to me why they have decided to dig their heels in the ground on this refund. The amount refunded has not shown in my bank as of yet so I’m not fully convinced they are even refunded a partial fee. I don’t know if this company is under new management this year or what but the way they conduct themselves in 2023 is not like any other year I have encountered and I have been ordered since 2019 I believe. I will NEVER place another order from you again and will warn anyone seeking product of how this has gone down. Shame on you for taking a policy that does not clearly state no refunds it says it may have a fee for a lousy $10. You would think your reputation with a repeat customer that has spend hundreds if not thousands at your business would be important but Totally promotional has proven otherwise. Not to mention that my prior two orders had errors. Grace should’ve been given in this situation as I had given them grace in handling their prior two errors. 
  Sincerely,
  
  ***** ******

  Business response

  05/17/2023

  Complaint: ********
  Hello,
  We are very sorry for any confusion regarding the order and that the customer is unhappy. However, we were originally trying assist them on this order by contacting the production facility to see if the date they were requesting the order by was possible. However, prior to receiving that response, they contacted wanting to cancel. At that time, it was possible to cancel but not without the cancellation fee. We proceeded with the cancellation per their approval.
  The reason why we cannot guarantee a cancellation once an order is in production is due to the number of steps it takes to complete an order. Had her order not been able to be cancelled, we would have emailed her letting her know it was not possible at that time.
  The 10% cancellation fee is non-negotiable as we do state in our cancellation policy; Applicable fees will be assessed to process any changes or a cancellation made at this point. Charge amounts depend on the extent of work already completed. We will advise you in writing of any and all costs incurred prior to making changes or cancellations with us. You will be responsible for payment of those charges without dispute.
  The cancellation fee is not a set amount as it is dependent upon each order. Even blank items have a production time that is necessary before they ship. We review the information prior to emailing the customer to inform them of the cost to cancel.
  As for their other orders, we review each ticket based on the current order they are placing it on. This customer only placed one other ticket this year and referred to her previous order in that ticket. The amount she said was missing on both orders was under the 5% we state in our over/under policy on our website. Normally we would only refund the missing for the individual order. However, we made an exception when we refunded for the four total she said she was missing between the two orders.
  We processed the refund on 5/15 for the cancellation minus the 10% cancellation policy. It can take your card provider 3-5 business days to reflect it on your statement. We supplied an image of the receipt in our previous response but I have provided it again on this response. 
  ****************************************************************
  ****************************************************************************
  Sincerely Yours,
  ******* ******
  Warranty Manager
  

  Customer response

  05/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  This is unacceptable. I will not accept a response that include keeping the 10%. This policy is a slap in the face. Yes there was one ticket that referenced BOTH orders that were incorrect. The fact that you have a clause about a 5% over/under should be embarrassing. If someone placed an order for a set amount of product it should be filled as ordered- having a built in cushion to allow for poor workmanship is crazy.
  

   As previously stated if the $10 means that much to the business then it is what it is. Just know I will never order from totally promotional again and will never recommend this sham of a company again all over $10 and how this cancellation was handled.

  In the future I STRONGLY recommend having a customer service relations department because this is obviously out of the skill set of the person replying that refused in previous emails to give me any other persons contact information. 

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

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