Business ProfileforMARCO Promos

This was my first order with Marco Promos. The site and their instructional video on converting images, claim they convert images but the Promotion Specialist (PS) I was assigned to never offered this option. I had to call & speak w/a different PS to get assistance. I had already sent an updated image to my assigned PS but was still charged for having their Graphics Team take care of it. I do not know if they did updates to my file & did not take the time to see after the headache I went through to get that initial step done. I requested then to be assigned to a new PS, but that, & additional requests were ignored. After this, I was quoted when my order should ship. I agreed twice to proceed with the order because I was attempting to get it by a specific date. After the estimated shipping date had passed, I was told the date was misquoted & my order would ship in 3 weeks instead of 7 business days! This was after I contacted the same PS since the initial date had passed & I’d received no update. The order was NOT shipped within 3 weeks. I had to continue emailing him & calling to speak w/PSs to find out when the order would ship. Each time I was told “today”. That went on for over a week. I was also told the package would be shipped overnight & I would receive it the day after shipment. That was not the case. My order was finally shipped on 10.27 (approved on 09.29). By 11.2 it had not been received. My assigned PS again offered no help so I called to speak with another PS. She sent my order to the Resolutions Department & let me know it may be 48 hours but I would probably receive a call the next morning. By the next evening, I had not received a call but my order arrived. Some of the items were already marked up because of how they were shipped. I am completely exhausted with this company & genuinely disappointed with the lack of customer service, the time for order completion, and the lack of precautions to prevent damage during shipment.

We have had a conversation with the customer regarding her order. There were several touchpoints that were not followed through to their entirety...which allowed our customer to feel that we were not following through on our promise to deliver on time. We are using these failed touchpoints as training opportunities so that our team continues to provide the service MARCO has been known for and prides ourselves on for the last 60 years. Due to these errors, we will be refunding our customer in full for her order. Submitted: 11/12/2023