ComplaintsforPromoleaf, LLC

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We recently placed Order #***** with Promoleaf for a set of 36 mugs with custom etching of our pictorial mark. Before placing the order, we received a sample from Promoleaf of a mug representing the item we would be customizing and receiving. I have photos that demonstrate that there is no etching of any kind on the bottom of the mug. However, all of the mugs we received have 'Made in China' etched in a large font into the bottom. This was not indicated on the product listing, nor shown in any product photos, nor on the sample mug. I do recognize that the country of origin is to be indicate somewhere but it does NOT need to be etched into or printed onto the mug and it's often a sticker, as Promoleaf even acknowledged. Now, we're left with 36 mugs with huge text on the bottom that was never disclosed and was completely and totally absent from the sample mug, all product photos, the product listing, and more. Since this is a custom piece of art, having anything printed anywhere that was not in the provided artwork, shown on the proof, or displayed on the physical sample, is misleading and completely unacceptable. I am requesting as a result a full refund, or a reprint of the order without the mark on the bottom of the mugs.

  

  Business response

  02/15/2024

  Hi, 

  
  The Country of Origin is clearly listed on the product page on our website. Some items will ship with a sticker listing the country of origin and some items have this printed or etched somewhere on the product. This is required by law. We have no control as to how this is applied at the factory level overseas. If a non made in China mug was required, we should have been asked or told this, and we would have directed the customer to a more appropriate mug. Again this country of origin is listed on the website where the mugs were purchased. We offered a fair discount for the inconvenience but a full refund for already personalized and printed item isn't something we are able to do. 

  Customer response

  02/15/2024

  
  Complaint: ********
  
  I am rejecting this response because it fails to properly address the complaint. I acknowledge that the country of origin is listed on the product page on the website but it is not indicated anywhere that it would be permanently written onto the mug. In fact, I literally talked to one of your team members yesterday who wrote, "In the past a sticker has been used for this, however the supplier has recently updated the method that the information is shown on the item. That is beyond our knowledge." You acknowledge that even you were not expecting it to be written onto the mug. Your comment precisely captures the very essence of our complaint here. The change was beyond your knowledge - and so it was also beyond ours. But changes to your raw materials are within your realm of control and responsibility, not the end user purchasing from you. If the change to a printed declaration of origin was made, and you did not know, and did not inform us, and did not make it known in the product photos, or on the product sample... well, that's definitely a problem and not one whose burden we should be forced to bear. Quite frankly, the printed declaration was not disclosed anywhere and the fact that it is printed runs contrary to what your own team expected. And the fact that the sample mug, which we also paid for, didn't accurately reflect the item is unsatisfactory given the nature of your service.

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

  

  Business response

  02/21/2024

  As stated we have no control of how the Country of Origin is posted on a product, but it's illegal to alter or hide that. We are willing to do this order at cost which would be a refund back to you of $200.87. We cannot give a full refund on this order as the country of origin is clearly stated on the page and at no time did you express to us that your product couldn't be from China. 

  Customer response

  02/21/2024

  
  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. I will accept a refund of $200.87 on the order back to the original payment method.
  
  Sincerely,
  
  ******* ******

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