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BBB Accredited Business since

PersonalizationMall.com, Inc.

Additional Locations

Phone: (630) 910-6000 Fax: (630) 910-6006 View Additional Phone Numbers 51 Shore Drive, Burr Ridge, IL 60527 View Additional Email Addresses http://www.personalizationmall.com View Additional Web Addresses


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that PersonalizationMall.com, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for PersonalizationMall.com, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 62 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

62 complaints closed with BBB in last 3 years | 35 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 4
Delivery Issues 2
Guarantee/Warranty Issues 7
Problems with Product/Service 44
Total Closed Complaints 62

Customer Reviews Summary Read customer reviews

27 Customer Reviews on PersonalizationMall.com, Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 26
Total Customer Reviews 27

Additional Information

BBB file opened: October 02, 2000 Business started: 05/01/1997 Business started locally: 05/01/1997 Business incorporated 04/15/1998 in IL
Type of Entity

Corporation

Business Management
Ms. Jean Randolph, Customer Relations Mgr.
Contact Information
Principal: Ms. Jean Randolph, Customer Relations Mgr.
Business Category

Internet Marketing Services Stationery, Card & Gift Stores Gift Shops Internet Shopping Marketing Consulting Services (NAICS: 541613)

Method(s) of Payment
We offer our Customers several convenient payment options. We accept most major credit cards including Visa, MasterCard, Discover and American Express. We also accept PayPal for your convenience. We do not accept cash, checks or COD.
Refund and Exchange Policy

We make personalized gift-giving easy, fast and letter-perfect -- we guarantee it!

Our buyers select only the highest quality gifts, which are then customized just for you! We inspect every item again for quality and accuracy before it ships to you or someone special.

We guarantee our personalized products to be free of manufacturing errors or product defects. If there is a quality issue with your order, you may return it in new condition and in its original packaging for a prompt exchange for the same item, or immediate full refund. Understandably, personalized items cannot be accepted for return unless there is a manufacturing error or product defect. All refunds or exchanges must be made within 30 days of receipt.

We want your order to be made just the way you want it! We understand that everyone makes mistakes (including us!)
Please review your personalization and order details before submitting your order. Check spelling, dates and names carefully. You are welcome to email us at service@personalizationmall.com if you have questions about personalization, before placing your order. Understandably, we are not able to accept cancellations or changes to orders once they are placed, as they are immediately sent into production. NOTE: PersonalizationMall.com also reserves the right to cancel your order at its discretion should the order be deemed inappropriate for language, content or material.

Understandably, no refunds can be issued for orders delayed due to adverse weather conditions. Thank you for understanding.

Alternate Business Names
Personalizationmall.com, Inc.

Customer Review Rating plus BBB Rating Summary

PersonalizationMall.com, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 51 Shore Drive

    Burr Ridge, IL 60527

  • 8102 Lemont Rd

    Woodridge, IL 60517 (630) 910-6000

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Shortly after we had to put our 4 year old Yorkie to sleep due to health issues, we ordered an engraved pet pendent from this website for our daughter as *** was her pup and she was extremely upset over the ordeal. We received the item in the mail on Friday, 07/06/2016. In a matter of approximately 4 days, the pendant was worn less than 10 hours. It was not worn in a pool, in a shower, exposed to any type of water or chemicals, etc. It was either worn by my daughter or encased in the box it came in. Within 4 to 5 days, the paw from the paw print had already fallen off or worn off and pieces of the lettering were already starting to wear off. Upon phoning and emailing my complaint, I was basically (in no uncertain terms) called a liar and forced to send in a picture of the item. After reviewing the picture, I was told that it was exposed to chemicals and wasn't eligible for a return. The problem is that this is NOT true. I was then told to send the item in for a review by the quality control team at MY OWN COST! At this point, I am sending in the pendent, but I have no desire to receive any product from this company any longer due to the customer service experience and the attitudes of the phone reps.

Desired Settlement: I would like a refund of the product. Not a coupon or store credit, but an actual refund. I would also like a refund of the money I spent to send the product back for review (this should have been paid for by the company originally since it was at their request).

Business Response: We are currently waiting for the item to be returned to us for chemical analysis.    Our manufacturer of the item has clearly informed us that this is and the only instance of this nature reported to date.   We are unable to proceed until the item is received and tested.

Consumer Response:
Complaint: ********

I am rejecting this response because: I should not have had to pay for shipping to send the item back to you for chemical testing.  That is ridiculous. 

Sincerely,

***** ******

Business Response: Customer was advised via email on July 7th at 4:05 pm that the return postage would be covered.

7/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought my father something from the website for Father's Day. It never got there even though I was guaranteed shipping by that date. It ended up being lost at the post office so since I called to let them know the issue cause it didn't arrive I was told they would send out a replacement and return my shipping. They never returned my shipping cost. After speaking with an employee and a supervisor to explain the issue my shipping never got returned and they refused to return my shipping. I will never order from them again. This is very upsetting.

Desired Settlement: I would like my shipping back!!

Business Response:

We apologize that your gift order for Father's Day was not delivered as promised.    A review of the tracking still reveals the package is stuck in transit.    Our Customer Relations Department has been in contact with the customer and she opted for a replacement to be sent.  

Consumer Response:
Complaint: ********

I am rejecting this response because: My order was never delivered by fathers day which this was guaranteed shipping. That's the whole reason why I pay for that shipping. Its for it to arrive at that time. To make this right I should receive my shipping back as well as a replacement. Not to mention I also stated that since its late I need this to be shipped out as soon as possible. It was listed as standard shipping which its a whole week to arrive as opposed to 4 days. I don't think I'm asking very much to get my shipping back especially since that's what two employees had told me to begin with.

Sincerely,

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

Business Response:

The customer opted for a replacement to be sent.    We do not issue any additional refunds.

Thx

 

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


7/13/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a personalized item to be delivered to a San Francisco address. The order was never delivered. Customer service said *** refused to leave it on the doorstep and wanted the receiver to come and get it. It was then returned to the company and I was notified that the delivery had not occurred. The item ordered was time sensitive and it was now almost a month later. The disinterested customer service rep said I provided an incomplete or incorrect address. I did not. I assured her the address I provided was correct and complete. In fact, that same day the intended recipient received other items I had shipped from other stores. Delivered as intended to her doorstep by ***. She repeatedly told me they do not refund personalized items. This failure to deliver was through no fault of my own and, unfortunately, due to the delay the item purchased was no longer relevant and I asked for a refund given their failure to deliver the item. She said she would see about that and to hold on. She then disconnected me. I called back and got a rude, unpleasant CS rep. She repeatedly told me they do not refund personalized items. I said they failed to deliver. She said they are not a delivery company. She then said it was returned because I provided a wrong address. I did not. She said I contacted *** to change the delivery. I did not. I asked for a supervisor and she refused. She did, however, offer to allow me to pay for them to reship the item to the exact same address. I declined and restated that the item was now irrelevant and I wanted a refund. She said they do not give refunds on personalized products and my options were to pay to have them reship the item to the same address or they could dispose of the item. Several follow up emails to customer service ended with the same result. They are sorry that I am not satisfied but they are not willing to do anything other than reship for a fee or dispose of the item.

Desired Settlement: I believe I should receive a full refund of all charges.

Business Response: We are sorry that your order never reached the intended recipient.    We make every effort to ship and deliver all packages as most are time sensitive.   We did a full review of the order tracking and *** has confirmed a *** My Choice change was processed on May 19th.   We are unable to issue a refund for the package.    We can reship the gift and waive the shipping charge.  

Consumer Response:
Complaint: ********

I am rejecting this response because: I never communicated with *** to make any change to the delivery. *** has subsequently delivered other packages to the same address (purchased from a more reliable company) without incident. Personalization Mall is dishonest and unreliable. No resolution other than a full refund will be acceptable. 

Sincerely,

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

Business Response:

The tracking clearly indicates the delivery change was processed by *** on May 19th.   The customer did not contact our office until June 8th to discuss the issue of the package not being delivered.    We are sorry that the shipment never arrived but PersonalizationMall.com and *** did follow all standard protocols associated with this shipment.     Therefore, we are unable to issue any type of refund.

7/11/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed the order for Father's Day well in advance to receive it in time for this upcoming Father's Day on Sunday. They charged me shipping of $10.99 which I paid because I wanted to get the items in time. The package arrived today, Thursday, and they shipped it so carelessly that the item I ordered was literally in MULTIPLE BROKEN PIECES (the item that was broke was a fragile, personalized, mug). On the shipping box, there was NO indication that the contents were FRAGILE nor was there any packaging material to prevent the mug from shattering into multiple pieces. I contacted the company, requested them to overnight the same item so that it would arrive in time for father's day which they declined to do since they said "it wouldn't get there in time" even though they could ship it overnight. I then asked for a refund for the product as well as the refund of $10.99 for the shipping that i paid. They were extremely unaccommodating and unprofessional on the phone even though this was due to THEIR issue of not packaging it correctly. They refused to refund my shipping but only refunded it for $1.00. I am requesting that they FULLY refund my shipping price of $10.99 and as well as refund my entire order for the inconvenience and disappointment for not having the Father's Day gift in time. The order number for this is order # ***********

Desired Settlement: I would like my shipping price of $10.99 refunded back onto my credit card as well as a refund for the entire order refunded due to the inconvenience and disappointment for not receiving the Father's Day gift in time due to their negligence.

Business Response: We are sorry that your mug arrived damaged.   All orders are packaged to ensure they are delivered securely and as promised.    A refund has been processed for the full price of the mug and we will adjust the balance of the shipping charges.   Please allow 24-48 hours for this transaction to post in the account.   We also apologize for the delay and any inconvenience this situation has caused.

Consumer Response:


Complaint: ********

I am rejecting this response because we are requesting a FULL REFUND on the shipping cost, not a partial shipping refund  


Sincerely,

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

Business Response: We will not be refunding the balance of the shipping since a replacement was shipped and there were other items on the order.  

6/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally placed my order for one pillow with birthdates of grandchildren for my mother for Mother's Day. The pillow arrived to my mom's job nice and fluffy in a box BUT with the wrong birthday for the latest grandchild. They of course blamed me for this error. However, I ordered the pillow the day the child was born 05/06/2016, they sent the pillow dated 04/27/2016. Why would I have put that birthday in for someone that was born the day I ordered the pillow. In fact, I waited for her to be born purposely before ordering. Needless to say I had to buy another pillow at full price with the correct date. And pay for shipping again. A week later the second one arrived BUT it was only the pillow case. No stuffing, shipped in a plastic bag. Of course I was furious because I paid full price but my mom received half the product. After sending many emails with pictures of packaging they finally agreed to send the right item. That item arrived today and of course it's WRONG again. Another pillowcase no pillow, no stuffing. This is just ridiculous. When you talk to customer service they have an attitude after it is clearly their error. NO CUSTOMER SERVICE. Cannot send what they sell. I should get a refund at this point since the correct item has not been sent. And since I have paid for the same 1 item twice and have yet to receive it. At this point I don't even want the product. Just refund my money and stop these people from trying to scam others.

Desired Settlement: The business should refund my money and shipping fees since they will not send the product that I ordered in it's entirety.

Business Response: The original order was manufactured exactly as ordered by the customer.    The customer has to confirm the personalization during the order process to proceed to the checkout page.    We confirmed with the customer she provided the incorrect information.   A change was made in our warehouse and the pillows began shipping in a vacuum sealed bag.   This information was given to the customer in an email in May 31st.    PersonalizationMall.com filled the orders correctly and will not be issuing any refund.

6/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi - this company sold us a product that doesn't work at all. The most they have offered is for us to return the item at our expense and store credit. We purchased a personalized travel tumbler and the lid doesn't work. When you fill the tumbler, liquid doesn't come out unless you turn it upside down and shake. This of course doesn't work when you're trying to drink out of a travel device. They shipped a second cap and it has the same design flaw. The air hold is pinned sized and right next to the outgoing liquid hold. When you fill the tumbler and turn it to try and drink, the liquid simply covers both holes preventing any air to go into the tumbler.

Desired Settlement: We would like a refund because this business isn't able to provide a working product. Since their product doesn't work, they should pay for return shipping as well. Thank you

Business Response:

Quality Control is a top priority at PersonalizationMall.com.    This item has been on in our product line for many years - using the same parts.    We have the product being tested further for any type of defect.   We will issue the refund back to the original form of payment - please allow 24-48 hours for this to appear on the account.   We also apologize for any inconvenience this situation may have caused.

Consumer Response:
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,

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

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I attempted to order a few gifts for a baptism and mothers day - a little while after ordering I realized I went with the personalization in the example "holy communion" and it should of said "baptisim" - I immediately called them (it was within the hour... maybe even within a half hour) - I told them about the mistake and asked to get it corrected. I spoke with someone by the name of **** (although, when I asked for her name she said "what are you going to do with my name?")... She said she would have to call over to check and see if they had already started the order and placed me on hold - she came back on and said "yes they had" I asked "you called over there" she said "yes" - it did not seem like enough time had lapsed for her to call any where and check. She began to try to rush me off the phone - I became more persistent that something needed to be done - I had paid for the expedited shipping on a product I will not use - I asked to speak with a supervisor. She tells me "Only certain call types can be transferred to a supervisor and this is not one of them" I said "So me asking to speak with a supervisor is not enough of a reason to actually be transferred to one?" She told me the supervisor was busy... she then offered me the cost of the item (not including the gift box or the expedited shipping cost)... Me feeling desperate to order the correct item took what she offered to re-order the item but then had to pay an entirely new cost for expedited shipping. She tried to rush me off the phone before I could even figure out where to find this "gift card" she sent me with the cost of the item. I got her name, got off the phone and reordered. Feeling highly upset I looked for a corporate office number and got the same office I had called originally. This time I talked to the receptionist and asked to speak with the supervisor - I was told that I could be transferred to the supervisors voicemail and she was "certain the supervisor would get back to me as soon as possible"... I left my message and waited two hours before posting on their ******** page. I posted about my experience and how I was still waiting for a call back from the supervisor. Personalization Mall deleted my comment... I went back to their ******** and left another comment - stating I was still waiting a week later and I couldn't believe they deleted my previous comment. I got a response from personalization mall stating - "a credit was issued to you for the cost of the item - we consider this item closed" ... they considered the matter closed - me still waiting with questions that weren't answered - still very much so wanting to discuss it with a supervisor how my call was handled - why it wasn't transferred to a supervisor at my request - Why I had to paid for expedited shipping twice and why I still had to pay for the gift box... - But THEY decided the matter was closed. Not caring at all about my opinion as a customer or caring at all about keeping me happy as a customer. Which is unfortunate for them because I had been a good customer to them previously and would continue to do so if they had made it right. Unfortunately, they had no interest in doing so... It has been about another week now since the last comment I left on ******** and today went back to see if anything else was posted on it. I noticed they AGAIN deleted my comment - So I was going to leave another only to find it appears they must of blocked me from commenting? Blocked me from commenting after two negative comments because they didn't want to contact me and make matters right. At this point I realized they left me with no other choice... they are simply trying to push me away with out attempting to fix the problem. So disappointed in this company...

Desired Settlement: Refund for the expedited shipping on the item and gift box that wasn't needed

Business Response: We will not be honoring any type of additional refund on either order.     We let our customer reorder the item at no additioanl charge once the store credit was issued for the item.    We tell customers during the ordering proces to check their information because orders are not able to be changed or canceled once placed.  

5/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 2 different return address self-inking stamps for our home address last night after PersonalizationMail.com customer service hours of 8-5 CT. In the process of making my order, via ******, my order "disappeared" and the cart was empty. I could not located it anywhere. Apparently, the order went through without letting me know on the screen that I was working on. The business automatically sends a confirmation email, but I did not get it immediately. I looked for the order everywhere and I could not find it. So, I went through the long process of placing the exact same order again. This time, a confirmation number came up on my screen, as expected. I waited to make sure it came to my email too. By then, an email had come through on the first order. Since I could not call or "chat" with anyone, due to their limited hours, I called at 8 am CT today. The lady that I spoke with told me that people come in at 3 AM and process orders, so my stamps were already made, ALL FOUR of them!!!! I do not need FOUR return address stamps. She was not willing to correct, help, cancel, etc. either of my orders or offer an added discount or anything. She just gave me a black and white response. This is costing me a lot of money.

Desired Settlement: I would like a refund, preferably, as I do not need FOUR return address stamps. The other option would be store credit.

Business Response: We apologize for the confusion and technical difficulty you experienced on our website.   We have issued a store credit to your account that is availble for immediate use for two of the stampers.   This can be combined with any coupon or promotion and never expires.  

Consumer Response:
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,

**** *****

5/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a gift on their website, which directed me to personalize the item on four lines, which I did. The picture of the item squished my personalization onto 3 lines, which I went back and corrected so that it would print legibly on 4 lines. When the item came in, my 4 lined correction apparently didn't go through and I was given an item with the squished and completely illegible 3 lines. The font was so tiny that I couldn't make out half the words. I called customer service to see what they could do to remedy the situation. The representative told me she would review it and get back to me. She didn't bother to call me back; instead, she emailed me a few brief lines simply stating that the company could do nothing since if they reprint it, it would print exactly the same way again. I am shocked that company that does this kind of work would even allow a completely illegible item to leave their building, and that they refused to do anything to remedy the problem!

Desired Settlement: I would expect that this company, if reputable, would offer me a replacement of the item I ordered, with my personalized message spanning 4 lines, as I'd corrected it to, instead of squished illegibly onto 3 lines.

Business Response:

We allowed the customer to place a new order at no charge.   The new order was delivered on May 14th.

4/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered an item from this online retailer and was extremely dissatisfied when the item arrived and looked cheap and tacky vs. looking nice in the online photo. The company states that their policy is not to accept returns of personalized items. The item in question could be disassembled and resold. There is no engraving, printing, or embroidery on the item, therefore it is not truly a personalized item as the store would claim. I contacted the company several times and they agreed to issue a store credit. I do not want a credit because I no longer trust that I will receive quality merchandise. In addition, I do not want to do business with a company that does not value customer satisfaction.

Desired Settlement: I simply want a refund so I can sever all ties to this company that has no concept of customer service.

Business Response:

We are sorry that you were not satisfied with the necklace you recently received.    This item is not personalized so we are able to accept it back for a refund back to the original form of payment.    We do apologize for the miscommunication in prior email exchanges.   We will notify you once the item has been received and your credit has been processed.    We also apologize for any inconvenience this has caused.

Consumer Response:  
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,

*** *******

4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered Easter baskets last year for my family and wanted one more after the birth of my son. The website advertised the same basket as a STANDING basket and that is not the case. It does not stand alone with these new hinges. Manager **** stated it's a new style and refused to refund or cover return shipping costs. When I asked for her supervisor she said she didn't have one and told me to go look up corporate names when I asked for them. Proof of deception: ********************************************************************************************************************

Desired Settlement: I expect a full cash refund for this purchase.

Business Response: We are sorry that you are unhappy with our new Easter basket design.    Our copy clearly indicates that the handle does not stand up on its own.    Our Merchandising Department added that notation so customers were well informed prior to purchasing.   The item can be returned for a refund minus all shipping fees.  

Business Response:

We will be happy to issue a refund once the basket is received back in our warehouse.    The product was advertised correctly in the copyblock - clearly indicating all information pertaining to the handle.    In addition, we have several images of the item showing the handle down.  We will send an email notification once the refund has been issued.   

Consumer Response:
Complaint: ********

I am rejecting this response because:I would like a complimentary return shipping label. And no, it was no advertised honestly. The basket does not stand up on it'd own as pictured on your site.

Sincerely,

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

3/25/2016 Problems with Product/Service | Complaint Details Unavailable
3/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Very poor image quality when produced on one of their products: order # ********* *** ********** I ordered 16 total of these custom ceramic cereal bowls to be reproduced with my custom images in 2 separate orders. When I got the first order I saw that the quality of the image when reproduced on the bowl was horrible. The clarity of image was deplorable, not as it was in the image I had uploaded to the website. I own a business & have worked with many companies who reproduce my images on various substrates including ceramics as this bowl is. This company's image quality was totally unacceptable. My client refused it immediately. When I sent a photo of the first blurry bowl as produced & the printed image with excellent clarity that I had uploaded to this company, their customer service said it was not their fault the reproduction was unclear but rather the fault of my original image. They also pointed out to me that I approved the image during the ordering process. Of course, on the webpage that your image is "approved" on, this company reduces it in size to more than half the original, making it impossible to tell what the exact clarity will be in the final piece. The company did offer a re-do at a discounted price. Time-wise this is not something I could do nor would I pay more money to chance a re-do. My other order for 15 bowls had already shipped so nothing could be done for that order. I received those 15 bowls today & the clarity of their images was just as bad.

Desired Settlement: Since the product is unacceptable as produced & therefore rejected by my client, I am asking for a full refund of the two orders: $325.24 + $28.94 = $354.18

Business Response: We are sorry that the customer is not satisfied with the bowls recently received.   These were a design your own option with a small and very blurry map image used for the item.    The preview shown matches the finished product.  

2/27/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a gold and lacquered dipped rose with a personalized vase and card for our 9th anniversary #**** on the website. The vase and card arrived at my lady's job but there was no rose. I called customer service and the woman on the phone was not helpful and was being rather sarcastic and I was pissed. She stated that in the description(that I never even bothered to look at) it says that the rose is not included. I stated that this was false advertising at its best because I only found this site and product after googling "gold dipped roses". The picture even shows a rose how i wanted and the vase merely icing on the cake. She further became rude by telling me (in a rather sarcastic tone) that i can still purchase the rose separately and have it delivered at a later date and this is the only option here because its not our fault you were misled. This infuriated me because the whole thing is ruined now because the rose that was in the picture was not included but the entire time I spent personalizing the vase and card I never saw any of this. I really feel cheated here because why is the dipped rose even in the picture if its not part of the package? Long story short she would not transfer me to any manager or supervisor and hung up on me.

Desired Settlement: I would like to be reimbursed fully because that is definitely FALSE ADVERTISING at its best. I only clicked the website because of this particular rose I was looking for. If that is a problem then I definitely don't see how their rating can seriously remain an A+ and definitely needs to be dropped drastically.

Business Response:

The item purchased was a personalized bud vase.    We understand the importance of providing our customers with accurate information when making purchases on our website and we include all relevant information.   The copy for this item clearly indicates the rose is not included (bolded).    The rose is an add on that can be purchased for $89.95.

2/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a personalized item from this company. The item looks NOTHING like what they advertise. The item is pictured as a slab of wood/bark with names of your choice carved into the wood. In bold print on the page where I ordered it does say that the item is not actually a wood carving but a picture of one. I completely understood this fact. The picture appears to have some dimension to it as if it is all bark and just the names are a print out. When the item arrived I could not believe my eyes. The entire thing is a blurry print out glued to a slab of wood. It was not even centered and the entire thing is crooked. I understand personalized items are not usually refunded but this item was ridiculous and they are completely ripping people off with it. I looked through the reviews and numerous people have complained. I contacted the company only to be told personalized items are not refundable. I just bought a $20 piece of firewood. I am not one to complain unless their is a valid reason and this company needs to quit selling this item and the people who have purchased it deserve a refund for false advertising and such a poor product. If they continue to offer this item they need to show an accurate picture of the item. I understand sometimes pictures are deceiving but the item they are showing in the advertisement is clearly nothing like the item you are purchasing.

Desired Settlement: I would like a refund for my purchase and I feel they should quit selling this item as the picture and description are not accurate.

Business Response: We have been made aware of complaints on this particular item.    Our Quality Control Department is in the process of doing further testing on the item.    We have issued a full refund back to the original payment method used on the order.    We apologize for the delay and any inconvenience this situation may have caused.

Consumer Response:
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,

***** *****

2/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing to ask for your help in obtaining a refund of $65.89 from Personalization Mall for an order I placed at Christmas. The items ordered were personalized youth-sized Santa hats but the items received were adult-sized hats. I returned the hats for a refund but instead Personalization Mall only issued a store credit and also refused to cover the shipping charges, insisting that the hats were the correct items ordered. I have spoken over the phone and emailed with their Customer Service repeatedly, hoping to resolve this myself. I explained to them that I know for a fact that the hats are the wrong size, as I had made a separate order for another youth-sized hat from them, and it is considerably smaller than the two they claim are also youth-sized but they refuse to acknowledge their mistake.

Desired Settlement: A refund (not a credit) of $65.89. Detailed below: 35.90 2 hats at 17.95 each 16.99 Express Shipping 7.05 Return shipping (to send hats back to Personalization Mall) 5.95 Re-shipping costs (for Personalization Mall to send hats back to me) $65.89 Total

Business Response: We are sorry that the personalized Santa hats were not the correct fit for your needs.    Providing our customers with correct information before the ordering process is a top priority at PersonalizationMall.com.     The copy on our website indicates the youth hats are 10 inches in diameter.  Once they were returned, our Quality Control Department confirmed this to be correct.    The order for youth hats was manufactured and shipped correctly.  

2/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a keepsake box ingraved as a gift. When i recived it the hinge appeared broken as the bix wouldnt shut all the way it also had scratch on the side and scratch on the bottom. When returning product the company said i ahould just give this one as thw gift until i recieved a new one In the mail. I refused as this was a gift and i would not give a gift like that. Whwn I called They said they would only give me a in store credit as they found nothing wrong with the box. I again said the box would not shut and they still said they would not give me my money back because they seen nothing wrong with the product,no scratches and they said the box shut. I also had to spend my own money to ship the broken product back to them.

Desired Settlement: Full cash refund!!

Business Response: We are sorry that you received a defective item in your order.   We will be happy to change the refund from store credit to the original form of payment.    Please allow 24-48 hours for this transaction to post on your account.   We apologize for any inconvenience this may have caused.

Consumer Response:
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,

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

2/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 2 personalized lambs for baptisms. One came in good condition (still had some plastic stuff around the embroidery, but I was able to pull that off and it looks great). The other one has 2 letters that you can't see half of the letters. Contacted customer service, they requested that I send a photo. I did so. Got a reply back stating that their Quality Assurance Team determined that the item was made correctly and that a replacement one would be made the same. It's not correct. I have ordered a few of these in the past from this company and they have always looked great. This one is NOT right. After talking to customer service via online chat, I was frustrated and called customer service. The lady was able to pull up the picture I had sent to another lady and she stated the same thing, they could not do anything to make it right. I asked to speak to a supervisor and she denied me speaking to a supervisor. I told them I am happy to send this one back to them if I can have the correct one made. They denied me any sort of resolution in form of a replacement or money back.

Desired Settlement: At this point I would desire a refund, as this gift is junk and I will not be gifting it as I had planned. A replacement would have been my ideal resolution if they would have been willing to work with me so I could get the replacement in a timely manor before the baptism takes place.

Business Response: We are sorry that you received a defective item in your shipment from PersonalizationMall.com.   The item has been reviewed again and we are sending a replacement.    This will go through an additional QC inspection prior to shipping.    We apologize for the delay and any inconvenience this may have caused.

1/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an engraved frame that was around $40 online. I previewed the item online and the item was completely legible. When it arrived, it was not legible at all. I emailed the business, sent them detailed photos, and spent time emailing details back and forth with them for a few days. They are refusing to fix the frame so that it is legible and they are not returning my money. This is fraud because if a service is not completed correctly, where it is not at all legible, it is a damaged product and a damaged product needs to be fixed or payment needs to be returned.

Desired Settlement: I need this frame to be adjusted to where it is not damaged and it is legible OR I would like my money returned to me.

Business Response: We are sorry that you were not satisfied with the personalized frame recently received.     Our system is 100% automated which is why we are able to generate a preview of your item during the ordering process.     The preview was authorized as entered when the order was placed.    Instructions are also given to advise not to enter the text in all upper case letters.     Our policy as previously advised would be to allow a reorder with a 30% discount.     The order would have to be placed again using upper and lower case letters as advised.    Another preview will generate for approval.

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

The preview I had seen was legible, which I have stated several times.  I also had nothing that was obvious at least, that told me to not use caps because of issues with legibility.  Again, the item that came to me is damaged so to reorder it and have to pay for it again is not an appropriate response for a business to use.

Sincerely,

***** ******

1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 2 personalized picture frames as gifts for my daughters for Christmas.. I specifically ordered horizontal frames for the 8x10 pictures... I received 2 vertical frames instead.. My packing slip states horizontal but that is not what was in the box.. I immediately contacted the company who told me they sent what I requested... They never apologized or offered to rectify the situation they offered to re-order the frames at a discount... Not fix the problem as it was their fault but re-order at another expense.. I will never order from them again as they are the most dishonest company that I have dealt with... I will also be filing a review for them to read..

Desired Settlement: The correct order I placed to be sent at no extra cost to me.

Business Response: We are sorry that the frames arrived with the incorrect layout.    These frames are manufactured using an automated process which is also why we are able to generate a preview during the ordering process.    We requested photos of the frames on December 14th for Quality COntrol to review and also determine if there was a file error at that time.    The images have never been received and phone messages were never returned to assist us in resolving this matter quickly.   Images can be sent to *************** and we will be happy to send new frames after QC review.

1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: purchased two items from them based on their examples shown on their website. The product that arrived was of very poor quality and not like they had shown on their website. I tried to resolve issue with them directly, but continued to get the wrong information and no help. First contact, i explained how i was unhappy with their poor workmanship. They told me they could not help me further unless I took a photo of the item to show them the problem. SO, I did take two photos of the items and sent them to them. They never said anything about seeing the photos, but their reply then was "you need to send us the item so our quality control team can inspect the items".. first they need a photo, then they want me to return them to them. Then they said, I need to return them before they can determine if there is anything they can do. mailing at my cost too. I tried to explain that this was for a gift (Christmas) and the time it took emailing back and forth and now combined with shipping to "see if they can do anything" .. It appears obvious to me, they prefer to have an unhappy customer, rather than deal with a problem properly.

Desired Settlement: all i want is a replacement of the product that was poorly manufactured. My photos were very clear and they should have sent me a replacement when they viewed them. .

Business Response: We are extremely sorry that your recent order from PersonalizationMall.com did not meet your expectations.   Orders go through a quality check process before they are packaged to leave our warehouse.   The photo you provided has been reviewed in further detail and we have issued a full refund back to your original payment method.   Please allow 24-48 hours for this transaction to appear on the account.    We apologize for the delay in resolving this issue and for any inconvenience this may have caused.

1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Let me start out by saying I've been a loyal customer for about 2 years. I Ordered a bracelet I was not happy with. It's advertised for an aunt (you would think an older woman) but it looks like it's for a child. I spent 25$ plus shipping for this and it looks like a kindergarten class got together and did some crafts. I had emailed about my problem only to be told I would have to PAY to ship it back myself! By the time it shipped and I got a resolution Christmas would have been over and I either needed a replacement bracelet or a refund asap to use the money for something else but nope. I was refused. I posted on their ********* posted pictures of the problem, and asked for a supervisor to contact me & THEY DELETED ALL MY NEGATIVE POSTS! I wasn't being threatening I was telling the god honest trust and they deleted all my posts! NOT ONLY THAT..they blocked me from ever posting on their wall again! So very immature and unprofessional! If you don't want people to know about you terrible service, you need to change! This only didn't happen to me, but to someone else with a similar problem but with a watch. All of her posts were deleted as well. Terrible company deleting posts for negative feedback. Now in stuck with this bracelet that's worth about 5 dollars. I will never shop there again. Personal Creations has way better customer service. Thanks for nothing & for the incompetence.

Business Response: We do apologize that you were unhappy with the overall quality of the bracelet recent received from PersonalizationMall.com.   The images sent were reviewed and you have been refunded for the item.    We are sorry for the delay resolving this for you and for any inconvenience this situation may have caused.

1/8/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered (5) memorial frames with 1 of several beautiful verses offered by this web site for my brothers to honor our Dad who recently passed. The advertised frame on the web site was displayed against a dark gray background, I could see writing but it was not legible which I reasoned was because the picture was not a close up. The verses were available for review on another page which I could read & which I approved. When the frames arrived I could read the font size of the name, the birth & death date if I put something behind the clear glass, but the verse font is very difficult to read. The font size is smaller than this print; it is done with white etching on a piece of clear glass. I called Cust Serv & was told inability to read the verse was not a qualification to return the item! I was told the item had to be displayed against a grayish color wall to read it! The concept is wonderful, the design is very poor. It was very emotional to choose the verse because of the grief one feels over the loss of their loved one. The verse represents that love, the frame degrades it. The piece of glass received is not the advertised frame. I could read the sample frame offered for review before ordering. Cust Serv insinuated "older" people have problems reading it. I have 20/20 vision. Therefore, based on the Illinois law "******* ********* ***** ********* ***; in the conduct of any trade or commerce are hereby declared unlawful whether any person has in fact been misled, deceived or damaged thereby", I request the following; this web site to stop displaying their etched glass items against an atypical backgrounds.; the 3, 4 & 5 star reviews are not an honest portrayal of the end product; I would like to return & be reimbursed in full for the (5) glass pieces without the high cost of return shipping I read on some reviews. I will be glad to forward a picture of what I received to prove the inaccuracy of the advertised product. Thank you for your time.

Desired Settlement: Web site to discontinue using the type of photography that does not accurately display etched glass items. If this glass was displayed against a white background you would see the writing is not visible Stop playing on words to describe the item.

Business Response: We are sorry that you were not satisfied with your engraved frames recently received.     The frames received match the preview approved during the ordering process.   They are all laser engraved and have been a top selling item for PeronalizationMall.com for many years based on the high level of customer satisfaction.     Our return policy does state that we are unable to accept returns on personalized items.    

12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 27, 2015, @ 11:20 pm I placed an order for two personalized ornaments. A little more than an two hours after I placed the order I realized that I had made a mistake on of the ornaments. I immediately sent out an email. The following morning I called and rec'd a message that their office was closed. On 11/29/15, I rec'd an email in essence stating too late - too bad. They stated that under the place your order button is a disclaimer stating that I will not be able to cancel the order once I submit the order. However, I paid for my order using Pay Pal which is a quarter page above the submit order button - I did not scroll as far. The strange thing is that once I entered my info in paypal and authorized payment; I was directed to an order confirmation page - my order was already placed and I was not afford the luxury of a final look at the order. 99 % of what I purchase is online and 75 % is using paypal. What is the standard is that after I authorize payment i'm redirected to the online retail site and finalize the order. When I brought that to their attention I was told it's too late by then. Dawn the customer service Team Leader stated that once I viewed the personalized item I click that it is correct. True. But that button does not indicate that this is the "point of no return". I added that I tried to stop the order where I was told that customer service does not work 24 hours a day and that they receive 1000s of emails. I argue that if you are going to operate a business that takes orders 24 hours a day and is in production 24 hours a day there needs to be a system in place to stop an order within an allotted time limit - if you do not have a customer service rep available. Bottom line is there is a flaw in their system where anyone who uses paypal bypasses the Submit Order or Place Order button which by the way this complaint was handle by their customer service department - they will and have exploited. I note that I'm not trying to get anything for free and I reordered the incorrect item two days later and guess what it shipped with the item that I ordered two days earlier - so much for their we ship within 24 hours and therefore can't change orders. I also had placed two order on 11/20 that did not ship until 11/23 and 11/25 - not 24 hours.

Business Response: We are sorry that we were initially unable to make the correction on the ornament.   Customer was advised via email, the disclaimer always appears stating we can't change or cancel any orders once placed - even when using PayPal.    

Consumer Response:
Complaint: 10978280

I am rejecting this response because: show me where it says that when using PayPal it does not.  When I review u item it's said click if correct nothing about no changed no refund only on the bottom of their  order page which u do not see when using pay pal I repeat show me where.   

Sincerely,

Maria *********

Business Response: We are happy to explain this process and walk the customer through PayPal checkout.    We requested she contact us on 11-29 so we can walk her through and we have never heard back.

12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: finished product not as previewed

Desired Settlement: redo or credit refund

Business Response:

Thank you again for your recent orders with PersonalizationMall.com.    We are sorry for the personalization confusion on the ornament you recently received.     We have issued a full refund back the credit card used for payment.   

Consumer Response:

 
Better Business Bureau:

I would rather have received the ornament I ordered; however, I accept the refund.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a birdsnest necklace from this online company on 11/23 for an Xmas gift. The description of the item states that the "eggs" are pearlescent (or have a pearlized sheen). When I received the item, the blue "egg" for September was not at all pearlized - it's a rather garish blue color that in no way matches the rest of the eggs. Not only that, it's not even the same size! It's larger than the other two eggs which makes it look even worse. This is not at all what is advertised on the website. The description on the website is false and the pictures of the color is misleading - it shows what looks like a pearl sheen like the rest. This is not the product I wanted. If I knew the blue was different I never would have ordered the necklace. I originally sent in the photos to an email and within just a few minutes received one back saying the item is correct and a replacement item would be the same- they clearly did not take the time to research the issue! They have no problems backing up poorly made product. (After posting on ******** my displeasure) I was eventually told that I could return the item for merchandise credit - but I have no desire to purchase anything from this company ever again. I left multiple messages for the Supervisor, Judy, it has taken me an entire day to get her on the phone. Her solution is to send the necklace back so her quality control specialist can look it over - presumably to tell me that there is nothing wrong with it and then I have no choice but to be stuck with a merchandise credit. Judy has now told me to send the item back to them (at my cost) so her quality control department can look at it and make a determination - which most likely means telling me AGAIN that the product is correct and then I'm really in a bind - I'll have to accept the credit since they'll have the item. Terrible company with awful products and worse customer service.

Desired Settlement: I would like a full refund for the item.

Business Response: We are sorry that the necklace you recently received did not meet your expectations.     This item ships from one of our remote warehouse locations and after further review it was discovered that there was an error with the blue stone.    A review of the order documentation clearly indicates the item was sent back.    We will refund the full order and the return shipping to the original payment method.   Our Merchandising Department puts major emphasis on making sure all items are represented clearly and as shown on our website.   Again, we apologize for any inconvenience this situation has caused.    An email will be sent shortly after the refund has been issued.

Consumer Response:

 
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,

 

 

 

******* ****

12/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered Christmas cards and ornaments on Dec. 6, 2015, which did not arrive until Dec. 15th. The envelopes were the wrong size for the cards. I called the next day (Wed., 12/16) and requested overnight shipping of the correct envelopes. That request was denied, but I was told they would ship them "expedited" and I should receive them by Saturday (12/18), which was less than ideal, but still ahead of a deadline (12/19) needed to get them out for a church program. The tracking information indicates the envelopes will not arrive until Tues, 12/22, rendering the "Christmas" cards practically useless as they will not be delivered in time and miss the deadline for delivery for the church program. The company again, today, refused to ship envelopes overnight to remedy the situation and offered a 50% discount on the cards. $11. This does not even begin to make up for the horrible experience and inconvenience and in no way solves the problem of getting the cards out ahead of the deadline.

Desired Settlement: I would like a full refund for the cards, OR the envelopes overnighted so that they are useable. Either way I'm afraid way we will bear the stigma and inconvenience of not being able to return Christmas cards to friends and family, when we ordered nearly a MONTH in advance.

Business Response: We are very sorry that you received the incorrect size envelopes with your shipment.    We have confirmed the issue and have refunded the cost of the cards as well as your shipping fees on the order.   We apologize for the delay on the replacement envelopes as well and any inconvenience caused by this situation.     Please allow 24-48 hours for the refund to appear on your credit card.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11003310, and find that this resolution is satisfactory to me.

Sincerely,

Sarah ****

12/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order yesterday between 3 and 4pm for several personalized items. I spent over $115 with the company. I realized an error in the purchase by 7pm and attempted to contact them, however their offices were closed and I could not speak to a person, so I sent an email. I contacted them this morning at 8 am to request one of the items be stopped and for a refund on that item. The customer service representative Shawna was very rude and not at all helpful. She denied a refund and also told me she cannot stop the item from shipping, even though it had not yet shipped. She provided no options to help resolve my issue. I asked to speak with her superior and she denied that, saying this was not a supervisor issue. I again asked to speak to her supervisor and she said Jean is not in until 9am and I will have to callback then. I asked if the call is recorded because of how rudely she spoke to me, and she said no. I asked that Jean call me back at my cell and she said she would give her the message. I have no guarantee I will receive a callback. I continued to ask what she could do for me and she told me there is nothing she can do, then abruptly ended the call. I am requesting a refund for the leather money clip and I do not want it delivered to my address. I placed my order less than 12 hours ago and it's Christmas. I am hoping for a quick and simple resolution and I will continue to be a customer of personalization mall. I am happy with my other 3 items.

Desired Settlement: Refund for the amount of the money clip item and no delivery of that item. I would like to continue to receive the other items within the order.

12/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered (7) personalized photo cereal bowls. They all arrived with significant manufacture defects. If you provide an option to upload photos, I will share the photo details of the defects. There are white dots in the faces in the photos where their photo transfer equipment did not transfer the photo properly. On the top of all the photos there is smudge/smears where you can see that the equipment was out of alignment causing additional defects. There are scratch marks across the photos which happened during manufacturing process as there is a clear coating on top of the scratch marks.

Desired Settlement: I view it as unprofessional to ask a customer to pay for return shipping of products that arrived damaged. I also don't particularly want photos of my family to end up in some sort of discount bin for them to on clearance do to defects. I am willing to accept $57.52 which is a 50% refund to avoid the hassle of paying for return shipping. I would also be willing to accept (7) replacement bowls instead of a refund.

Business Response: This issue has been resolved thru *******

Consumer Response:
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.  It is unfortunate that the business would not come to it's own remedy to provide good customer service. It required filing a ****** and BBB case in order for them to do the right thing. 

Sincerely,

******* ****

11/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It looks so amazing online. It looks real carved wood, and when I open my package I was so SO disappointed. I almost cried because it is sooo cheap looking. This is for my wedding and I am not putting this cheap thing out. I paid money for something the photo did not promise. Also, the quality of the item like the "carved" aspect is like someone went Walmart and printed a picture got some glue and glued it on the wood, its so pixalized. I simply wanted a refund for this because how upset I am, and then they tell me that personilized items were non-refundable? Since when? I know almost every site that does these can have them refunded and stupid me trusted this site. Major scam for this site.

Desired Settlement: I want all of my money back that I paid for purchase and shipping. I will be returning this item because I don't even want to look at it anymore.

Business Response:

We are very sorry that you are unhappy with your recent purchase from PersonalizationMall.com.   Please return the item and we will issue the full refund upon receipt.    Please send to the address below:

PersonalizationMall.com

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

*****  ******* *******

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

 

We will confirm receipt and inform you that the refund has been issued.   We are sorry for any inconvenience this may have caused.

11/25/2015 Problems with Product/Service | Complaint Details Unavailable
11/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an engraved shot glass, and engraved plaque, a gift box and an easel from this business on 11/06/2015. On 11/09/2015, I received an email that my items had shipped via **** I subsequently received an email from *** that my package would be delivered on 11/12/2015. I did not received the package on the 11th or the 12th due to a *** error with my address, which was very frustrating. So, I finally found my package on the inside of my gate the afternoon of 11/16. When I opened the box, the plaque and gift box were damaged. So was the outside of the shipping box. I called this business to report the damage and was asked to either email pictures of the damage or mail the items back at my expense and I would be reimbursed by the business once the damaged goods had been processed. I sent pictures of the damages via email and received a partial refund. I requested an explanation as to why I was not refunded for the shipping and never received a response. I also requested a breakdown of the refund and did not receive a response to that request. I also requested a prepaid label to return the easel and was told that since the easel wasn't damaged, they could not sent me a label to return it and that I would have to return it and they would reimburse me for the mailing charge. My complaint is, I have received damaged items from this business and they are still charging me the entire shipping fee and causing me to have to spend my money to mail something back that cannot be used since the main item was damaged. To start with, they did not wrap the items securely. The plaque was in the gift box and there was no packing material between the gift box and the shipping box. All of the packing materials were on top of the items.

Desired Settlement: I would like a breakdown of the amount refunded to me and also refund of part of my shipping fee for the damaged items.

Business Response: We are sorry for the delivery of damaged merchandise.    The refund was applied once the images were received and reviewed as indicated.   The shipping was not adjusted because there were other items on the order with applicable shipping.   There will be a $3.00 credit applied in addition to both refunds that were previously issued.   We apologize for for any inconvenience.

Business Response: We are sorry for the delivery of damaged merchandise.    The refund was applied once the images were received and reviewed as indicated.   The shipping was not adjusted because there were other items on the order with applicable shipping.   There will be a $3.00 credit applied in addition to both refunds that were previously issued.   We apologize for for any inconvenience.

Consumer Response:
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,

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

Consumer Response:
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,

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

11/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I spent a lot of time on this site for gifts.When I went to delete an item in my cart...I was unable to. It kept taking me to checkout!!! The worst and "trickiest" I have experienced while shopping. I just wasted 2 hours!!!!

Desired Settlement: I will not waste any more time unless they contact me and resolve this issue with me.

Business Response: We are very sorry that you experienced difficulty on our website.    We do see a recently completed order that is in transit.    We also tried to reach you via phone to assist you and gather further details as to what you experienced.    Please contact me at your convenience and I will be happy to speak with you further.    Our toll free number is *************    Again, we are extremely sorry that you had difficulty on our website and look forward to speaking with you soon.

11/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 10/11/15 I ordered 4 personalized frames which I was able to personalize myself. You were able to arrange names on the photo frames how you wanted, and you were then able to view these before submitting your order. 2 of the frames I received was not like the ones that I had personalized and was then able to view. On both frames some of the letters are slightly cut off because they are too close to the edges. On one of the frames that I viewed, part of the S in Sarah was slightly cut off but you knew that it was an S. In the frame that I received, you can not even tell that it is an S. So what is the purpose of being able to view your personalized product if that is not how your product will look when you receive it. I would not have ordered these frames if this was how they would have looked when I viewed them. On 10/11/15 they sent me an email confirmation on my order and pictures of the frames that I had ordered and they were the same pictures that I had viewed when I submitted my order. After receiving my order on 10/13/15 I called the company and talked to a representative named ***** and told her about the frames. She told me to email pictures of the frames that I received to *****m@pmall.com which I did on 10/14/15 along with the pictures that I was able to view before submitting my order. Clearly by looking at these pictures, you can see where the mistakes were made. I also wrote in the email about all the mistakes that I saw on the frames that I received. The mistakes on the frames were not on the photos that I viewed. The other 2 photo frames turned out just like the pictures that I viewed before submitting my order. On 10/15/15 *****M emailed me back stating that the images that I had sent her were reviewed by our Quality Assurance Team and they have determined the item was manufactured correctly. We are sorry that you are unsatisfied with the item, but a replacement would be manufactured the same way. We sincerely appreciate your business and look forward to serving you again in the near future. I spent $71.29 on this order. On the receipt that I received with my order it says We are committed to customer satisfaction. Well I am definitely not a satisfied customer. I have ordered from this company before and had planned on ordering from them in the future. As of now that will not happen. In my eyes this is not good customer service. The website gives you the opportunity to view your items before submitting it. Therefore I think the company needs to check the actual items with what the consumer is viewing before shipping orders out. This is my order number # 290934049 and the frames are THE ****** FAMILY frame and THE ********* FAMILY frame and the item number for those are # *****. This purchase was made by credit card.

Desired Settlement: I feel that they can make this right by either replacing the 2 frames that I ordered as viewed on their website or refunding me $43.44. Which would be #18.60 for each frame totaling $37.20 and $6.24 for shipping back to my credit card. This would be committing to customer satisfaction.

Business Response:

We are very sorry for this situation.    A replacement order was entered for the frames and shipped yesterday, November 10th.     Delivery will be made in the next 2-4 days.    We apologize for the delay and any inconvenience this may have caused.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me.

Sincerely,

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

11/16/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: It is incredibly poor customer service is asking the customer to pay for shipping for defective merchandise. That's unheard of. I have worked in customer service, including retail and online orders, for 10+ years and was asked to pay shipping to send back a defective pillow. I ordered a defective pair of jeans two weeks ago and the company paid full shipping and refunded me. It does not appear ethical not to work with me to rectify this problem since your product picture does not meet the product that I received. It does not make sense for me to pay to ship defective merchandise to be "inspected". That's like having the person who built a house do the quality assurance inspection. I previously sent a picture to **** and she said the print was not on straight because the pillow needed taken out of the cover and straightened. I have done that and the pillow text still is not straight and the pillow still has smaller print than what is shown on the website. Sent to the company upon contacting customer service twice to fix this problem: I will be contacting the Better Business Bureau and making a review and comments as much as possible to inform future customers of the discrepancies in your product pictures and the customer service received.

Desired Settlement: Refund or replacement with product that matches what is shown on website. Pillow should arrive with straight text on pillow and the text should extend/cover entire pillow.

Business Response:

We apologize again for this situation.    As informed, a refund was issued to the credit card on November 4th.   

Consumer Response:
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.  ****** was particularly helpful to arrange my refund.  

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

6/25/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I AM COMPLETELY DISGUSTED WITH THE WAY I WAS TREATED BY PERSONALIZATION MALL. I AM FIGHTING TO GET MY MONEY BACK THAT I AM ENTITLED TO BACK TO MY CREDIT CARD. I PURCHASED A PERSONALIZED GIFT THAT CAME BENT IN THE MAIL SO I IMMEDIATELY SENT IT BACK. I RECEIVED A EMAIL BASICALLY STATING I AM A LIAR AND THAT THE PRODUCT WAS NOT BENT. THE EMAIL ALSO STATED I WOULD GET A STORE CREDIT. I NEVER ASKED FOR A STORE CREDIT AND ACCORDING TO THEIR WEBSITE, I SHOULD BE GETTING AN IMMEDIATE REFUND. I ALSO SPOKE A CUSTOMER SERVICE REP MARY***************** THAT TOLD ME IF I SENT BACK THE ITEM VIA USPS I WOULD BE REIMBURSED FOR SHIPPING THE ITEM BACK WHICH WAS $7. I AM ENTITLED TO MY REFUND AND WOULD LIKE IT BACK IN THE METHOD I PAID.

Desired Settlement: REFUND FOR THE ITEM AND THE PROMISED REIMBURSEMENT FOR SHIPPING CHARGES BACK TO MY CREDIT CARD FOR ORDER #*********

Business Response: Initial Business Response /* (1000, 8, 2015/06/05) */ Contact Name and Title: Jean ************** Contact Phone: ****************** Contact Email: *************** We are sorry that our customer was not satisfied with her recent purchase from PersonalizationMall.com. Our customer was instructed that a store credit would be issued after the item was reviewed by our Quality Control Department. The return shipping was also included in the store credit. Initial Consumer Rebuttal /* (3000, 10, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no reason why I am being issued a store credit. I am entitled to my money back in the format in which I paid. Final Business Response /* (4000, 12, 2015/06/22) */ Contact Name and Title: Jean ************* Contact Phone: ****************** Our return policy was explained. We are sorry but we do not issue refunds on items that were manufactured and delivered correctly.

5/25/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On 4/30/15 I ordered Mother's Day frames from Personalizationmall.com on my credit card in the amount of 48.79. Order # *********. I checked my tracking info on 5/4/15 and it stated my package was delivered to the mailroom, I live in a building and we do not have a mailroom. I checked the association building to see if a package was left, and with my neighbors and still no package. I called Personalizatonmall and spoke with Maureen who said the deliver guy is not required to get a signature for a delivery and that he took a picture of where he left it. The picture look like it could be any unsecured hallway in any of these buildings. She then told me there was nothing they could do once the package is delivered it is out of there control. So I have no idea where my package was delivered. I have no Mother's Day gifts and they are not going to give me my money back.

Desired Settlement: All I wanted was the items I purchased, but if I cannot get them by Mother's Day I just want my money back.

Business Response: Initial Business Response /* (1000, 5, 2015/05/12) */ Contact Name and Title: Jean R./CRD Manager Contact Phone: ****************** Contact Email: *************** We are sorry that this shipment was never received. UDS, the delivery company confirmed the correct location for the delivery as well as VPOD that they use. We are unable to issue a refund.

3/24/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Order# XXXXXXXXX Order Date 1/22/15 @ 12:25am 36x24 "Paradise Island" personalized print on canvas. Purchase price $48 + shipping $11.40 = $59.40. Poor quality, blurry picture. Found many other negative reviews (same issues) of this product after attempting to resolve this issue. The scores of negative reviews are hidden at the back; no doubt for this very reason. Here is a sample of them... Disappointed With Poor Quality Of This Canvas! (Rancho Cucamonga, CA) - March 6, 2013 I sent away for this personalized canvas as a special wedding gift for my daughter and her new husband; She hesitated to tell me that the quality was very poor of the canvas print and actually looked quite cheap overall. Being that I sent this from out-of-state before attending the wedding, I asked my daughter to call the company to ask for any recourse (refund or replacement), but she felt the company representative dismissed her concerns and basically said there was nothing to be done. I felt really bad but just sent the new couple a check instead and will not be ordering further from personalization.com. Thanks. Terribly dissatisfied (Charlotte, NC) - December 28, 2012 When I received the product I was very unhappy that I spent so much money on an item that was poor quality. The pictures on the website looked great, however when I received my order it was awful. The picture was very "pixel-y" and the personalized wording was poor. I ordered this to give as a gift but once I saw how bad it looked, I would never want to give this to anyone. Not what it looks like Layton, UT) - December 10, 2012 I ordered this for my newly married brother and the picture looks fake and the words that you personalize look like a poorly printed computer font. It is also hard to see because it's the same color as the sand. I was really hoping the names in the sand would look realistic but it's aweful, even the picture looks unrealistic. Very disappointed and wish I could return it. I'm to embarrassed to give it to my brother, not even suitable for décor in the garage. Waste of money! Want my $30 back. 1.0 out of 5 stars computer generated (Brookfield , WI) - November 27, 2011 Did not expect to get a product that looked so computer generated. Does not even attempt to look real. Ordered something similar years ago as a wedding gift from another site and the names where actually written in the sand; it was not computer generated. Very disappointed in the way this product turned out. Quotes taken directly from their website, and there are many, many more. Immediately upon opening the package, I saved the box and contacted Personalizationmall.com (1/27/15 @ 6:00pm). Company requested photographic evidence of the poor quality, so I emailed pictures to ************. She emailed me again, asking for further photos, I provided them via email. After over half a dozen emails and two phone calls, they have finally agreed to refund only the purchase price, and not the shipping ($11.40). I would not have purchased the item if I knew it was of such poor quality. I have no desire to keep this item and will happily send it back, but I don't feel like I should be required to pay the initial shipping $11.40 or the additional $11.40 to return their defective item. I should not have my refund reduced to compensate for the shipping of their subpar product. I can provide the BBB with the pictures that clearly show the poor quality. Corresponding employees: ****************** (last name witheld)

Desired Settlement: Despite the inconvenience of it all, I am requesting only that Personalizationmall.com return what is rightfully mine. I am seeking the cost of the item plus shipping. $48.00 purchase price, $11.40 shipping, (and an additional $11.40 if they would like me to ship the picture back to them). Happy to do so.

Business Response: Initial Business Response /* (1000, 8, 2015/03/05) */ Contact Name and Title: ******************* Contact Phone: ****************** Contact Email: *************** We are very sorry that our customer is unhappy with her canvas print. Customer has sent in a few different sets of images to be reviewed by our Quality Control Department and we can conclude that the item has been manufactured correctly. This particular design has been on our site for years and averages a 4.5 star review rating. We have advised our customer that we will process a refund once the item has been returned to us - she will be responsible for the shipping fees. Initial Consumer Rebuttal /* (3000, 10, 2015/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Personalizationmall.com, Inc has a reputation on social media of dismissing customer complaints regarding the poor quality of items with the canned response of, "We have determined that item was manufactured correctly". It is my belief that their reason for doing so is because most customers are unaware of the recourse available to them via the Better Business Bureau. That, and most customers will give up, allowing Personalizationmall.com to continue their shady business practices. The item I purchased was misrepresented on the website. I certainly would not spent my hard earned money on a blurry canvas picture if I had been aware of the poor quality. Per their request, I sent several photographs with a dollar bill laying on the canvas that clearly illustrates how blurry the image is. I was given the same canned response they give all unhappy customers. Just because the company claims an item was "manufactured correctly" to their standards does not mean that the item is of acceptable quality. The item is misrepresented on the website. Even when clicking the "enlarge" button, the image appears clear on the website. The item that arrived to my home is extremely blurry. It is obvious that Personalizationmall.com expects to continue getting away with this. There are MANY customers who have reported the exact same issues with this particular item to Personalizationmall.com; most of which are buried in the last several pages of reviews. The item was misrepresented. I am requesting the return of the purchase price + initial shipping. I kept the box and will gladly ship the canvas back to Personalizationmall.com if they pay the return shipping charges. To that end, all will be restored, and this unpleasant situation can be concluded. Final Business Response /* (4000, 12, 2015/03/24) */ The customer will be refunded for the item only once the item is sent back to us. Due to the 4.5 star rating and vast majority of favorable reviews we are unable to refund any shipping as previously stated. We regret that our customer is unhappy with their purchase but will process the refund immediately upon receipt.

3/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered gifts for my wife on 2/9/2015 and was guaranteed shipping by 2/14/2015 I received my gifts late and e-mailed personalzationmall.They told me that I would be refunded my shipping costs on 2/18/2015.I have yet to receive any money for their error.I have tried to contact them with no response at all.I have shopped with this company before for x-mas and they were late then also.Personalzationmall refunded my shipping cost then.I do not think they should be able to offer a guarantee if it is false advertisement.

Desired Settlement: I would like to receive my shipping costs. (refunded)

Business Response: Initial Business Response /* (1000, 8, 2015/03/24) */ Contact Name and Title: ******************** Contact Phone: ****************** Contact Email: *************** We are very sorry that the package was not deliverd on or before Valentine's Day. A review of the tracking confirms a late *** trailer caused the delay on February 12th. The shipping refund has been issued and will post to ****** withing 24 hours. We apologize again for the delay and any inconvenience this may have caused.

3/23/2015 Guarantee/Warranty Issues
3/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered a memorial windchime for wife, ******************************* It was advertised as being an impressive 27" in size. When product arrived, the chimes are less than 12". Was told that the 27" is measured from hanging hook to windcatcher. That means that most of product length is string. Felt the quality of this product is misrepresented. Service said to return, at my cost, of course. They gave me impression that money would be refunded to my credit card. Now, they will only give me store credit.

Desired Settlement: Would like to have money refunded. Their guarantee states that, if quality is an issue. I feel the quality of their product does not match the way they advertise the size of it.

Business Response: Initial Business Response /* (1000, 8, 2015/03/05) */ Contact Name and Title: ******************** Contact Phone: ****************** Contact Email: *************** We are sorry that our customer was not satisfied with his recent purchase of the wind chime. We have reversed the store credit and processed a refund on the original form of payment. This transaction will appear on his account within 48 hours.

3/6/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: On 2/19/2015, I ordered a personalized plaque (item #4485 and order # XXXXXXXXXX) for my parents as a 50th wedding anniversary gift. I was to personalize with their names (*********************) and their wedding date (2/19/1965). The plaque was to compare dates from 1965 with those of current year - 2015. Instead, what I received was a plaque comparing to 2013 - a nice 48th Wedding Anniversary Gift a couple of years ago. When I complained to the company, I was told that there was a disclaimer on the site stating that orders prior to March 1 would contain prior year dates. Even if this is the case, prior year would be 2014 dates and not 2013 dates. If not a problem with the product, then I'd dispute that the company is not placing product information prominently enough on their website to alert consumers of potential problems with their order. They should remove the listing from their site until they can provide consumers with the product that they are advertising.

Desired Settlement: Either refund me the purchase price with shipping or apply an equivalent credit to my account.

Business Response: Initial Business Response /* (1000, 5, 2015/03/05) */ Contact Name and Title: ******************** Contact Phone: ****************** Contact Email: *************** We apologize for the confusion on the plaque that was purchased. Orders are processed based on the last completed year which is 2013 until March as the website does indicate. Item is updated with correct information every March to compare to the last year. This order was placed in February. We have issued a full credit to her account including the shipping. This is ready for immediate use. We are sorry for any inconvenience this may have caused.

2/13/2015 Problems with Product/Service
1/23/2015 Problems with Product/Service
1/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Company I ordered from: PersonalizationMall.com. Order date: 11/16/2014. Order #XXXXXXXXX. Paid $39.90 total ($19 ******* promotion code, and $10.90 balance on my credit card). I ordered a holiday doormat advertised on the website. When it arrived on 11/21/14, it had numerous red dye blotches all over the mat, down the sides and on the white lettering. I e-mailed the company on 11/22, and asked for a replacement. Received e-mail back on 11/24, and was told the imperfections happen in manufacturing, and that was the end of the e-mail. No option offered to me. I e-mailed them back yesterday, 11/24, and asked for a prepaid return shipping label, and a refund or replacement. Received e-mail back today, 11/25, telling me that this is the way this doormat looks and there will be no refund nor replacement issued, because a replacement would not look any better. It is not advertised as being full of red blotch imperfections; if it was, I certainly would not have ordered it. I can't use it; it looks horrible and would be an embarrassment to me when my guests would look at it! I stated in my e-mail that I would dispute this charge if they would not honor my request. They totally ignored what I wrote. I researched this company's reviews today on various independent review websites, read many, many reviews, and I see this is their typical method of handling these issues. No refund or replacement. It is what it is, and too bad, so sad. So, now I have a doormat that cost me $39.90 and I have not use for it! Kindly advise. Thanks.

Desired Settlement: I paid $39.90, and I expect a full refund of $39.90.

Business Response: Initial Business Response /* (1000, 5, 2014/11/26) */ Contact Name and Title: ****************** Contact Phone: ****************** Contact Email: *************** We are very sorry that our customer is unhappy with her recent doormat purchase. We have reviewed this complaint along with the item purchased. The doormat was manufactured correctly - item number purchased was *****-O and as shown on our site the red blotches are very much a part of the holiday design. This was also shown in a preview that had to be approved by the customer to allow the order to go through. Customer satisfaction is a top priority at PersonalizationMall.com and and we want every customer to have a pleasant experience shopping with us! The doormat can be sent back for a store credit of $41.95 which was the current selling price of the mat. Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) PersonalizationMall sent me an e-mail (which I have retained) stating they will not issue refund nor replacement, AFTER my previous e-mail stating that this doormat looks horrible and will be thrown in the trash. So, they knew I was going to throw it away, now they offer me a refund, knowing I don't have it anymore to return. Boy, they are really something. So unprofessional! I have already received my full credit from ******* and my credit card company. Also, the photo of this mat on the website is about 1" big, so it did not show that it made so poorly, and not sold as having imperfections! Final Business Response /* (4000, 11, 2014/12/22) */ We are sorry again that our customer was not satisfied with her recent purchase. The buyer requested a prepaid label to send the item back and mentioned she would toss if she did not receive a label. She was advised that we would not be accepting the item back as it was manufactured exactly as shown on our website.

1/9/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I Purchased a pill box with a personal message that I added on it. I Called the company to see if they can fix it for me because I noticed I put a word in present tense instead of past tense. I offered extra money just for them to add past tense to the word.I was only missing two letters, So when I spelled out bless I realized, I wanted blessed instead. I Emailed this company twice no, response then, I called to speak to a representive I was told I couldnt change nothing on my oder because nothing can be reused again, so I had to repurchase the item again paying double price plus shipping this was my first, time to purchase from them and believe me its the last time.

Desired Settlement: I believe that I should get something back the company wouldnt even compromise. I asked to speak to the supervisor and I was told she will be in at 10:00am and that the supervisor will tell me the samething that I cant get anything. So my only option was to purchase the item again because two sales employers refused to help me with a minor issue. I should atleast get to send this product back and get my money completly back. My order number is 260272513

Business Response: Initial Business Response /* (1000, 5, 2014/12/22) */ Contact Name and Title: ******************* Contact Phone: ****************** Contact Email: *************** We are sorry that our customer made a spelling error on her recent order. Customers are asked several times during the ordering process to confirm the details of their orders. In addition, a box must be checked confirming the correct information. If a mistake is made, we do allow customers a generous 30% discount to reorder the same item with the correct information. PersonalizationMall.com has sent 2 products and also paid to ship both orders. The item was on a daily deal at the time of the reorder - the item was purchased with a 34% discount. Once items have been personalized, they are not eligible for a return or exchange. Customers are also informed on our checkout page that orders can't be canceled or changed once placed.

10/27/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased a personalized rocking chair from this website for my daughter. The rocking chair is described as being "ideal for 3-8 year olds." My daughter just turned 4 and she is extremely large for it. My nephew who just turned 3 is extremely large for it. Neither of them can rock in the chair because the chair is extremely small. I contacted a representative, **** ** to try to work this matter out. Her service was terrible and she was blatantly rude to me. I have the chat printed. The description of this product is misleading and it is a lie.

Desired Settlement: I bought the personalized rocking chair for my 4 year old daugther's recent birthday. The rocking chair's description states that it is "ideal for 3-8 year olds." When the rocking chair arrived, it was too small for my daughter and she could not rock in it. My daughter who just turned 4 was too big for it and my nephew who just turned 3 was also too big for it. The rocking chair specified that it's for up to 8year olds, so I thought my daughter could have this for years. She can't even fit in it now. I was very upset about this matter. I reached out to a representative via chat, Lisa M, who failed to offer help or support. She clearly said no return, no refund for the product. I explained that the description is misleading and a lie. She continued with stating that she cannot offer help. I understand that measurements were given, but an ideal age range was also provided as part of the description. The ideal age range is untrue and I'd like a refund for the chair. The presentative I spoke to was very unprofessional and rude to me. I have the chat print out for proof.

Business Response: Initial Business Response /* (1000, 8, 2014/10/14) */ Contact Name and Title: ****************** Contact Phone: ****************** Contact Email: *************** We are sorry that our customer is not satisfied with her recent chair purchase. As stated, the chair is designed to accomodate children 3-8 years of age with the exact dimensions listed. The customer can return the chair for a store credit for merchandise. The chair needs to be sent to the following address: PersonalizationMall.com ************** ******************************************* We will notify the customer via e-mail once the chair is received and the credit has been applied to the account.

8/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased something from this site for $45, the picture was a nice tray in which you could have monogrammed (like everything on the site). What I received was nothing short of a joke. It was a flappy piece of plastic with leather material and bad threading. I was mortified to give this to my husband, so I emailed them with a complaint, along with the requested picture. They simply said, the order was right and thanks. I emailed back (a rude email), no response. I put a review on the site (it wasn't inappropriate or rude, I just gave them a low rating and told why), this was last week, my review is still not up there. I posted another bad review today, it hasn't show up yet, but I'm waiting to see if it does. Researching other items, I've noticed, there really aren't bad reviews on anything, which leads me to believe, they have some sort of way to filter out bad reviews. Personalizationmall.com is anything but personal when it comes to handling customer issues. I can't believe someone could actually carry products like this. The pictures look great, the product I ordered, was nothing like the picture. I can't imagine sleeping at night and treating customers this way. It was a $45 item, I was expecting much better product and service. Product_Or_Service: Monogram Black Valet Tray Order_Number:**********

Desired Settlement: DesiredSettlementID: Refund I would like to send this product back for a full refund, including shipping. This has taken up a lot of time and money.

Business Response: Initial Business Response /* (1000, 8, 2014/07/11) */ Contact Name and Title: ****************** Contact Phone: ****************** Contact Email: *************** We are sorry that our customer is not satisfied with her recent purchase. We will authorize the item to be returned for a refund. The refund will be processed 1-2 days after the item has been received in our warehouse. Initial Consumer Rebuttal /* (3000, 10, 2014/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need to be emailed a return label so I can return this product. Final Business Response /* (4000, 14, 2014/07/25) */ Due to our return policy, we do not have a return label to send. We will include the return shipping fees in the product refund.

5/12/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: purchased a personalized mug with pictures of my daugther on it for mothers day gift. When i received the gift, pictures were extremely dark and there were scuff marks on the aluminum coffee mug. Reached out to ***** from customer service and she had me send her pictures. I sent those pictures to her and she said that thats how there machines prints it. In no way did the online website show that the images would be this way. She reached out to me and said there is nothing they can do. They could not even offer me a refund or replacement for damaged product that i received. customer service is terrible.

Desired Settlement: i want to have this refunded to me or a replacement with a product that does not look abused and incorrectly printed.

Business Response: Initial Business Response /* (1000, 5, 2014/05/12) */ Contact Name and Title: ********************* Contact Phone:******************* Contact Email: *************** We are sorry that our customer was not satisfied with her photo mug. The images provided were dark which resulted in a dark transfer to the mug. Our Production Dept. has lightened all images and we will be happy to send a replacement mug. We anticipate the mug shipping on May 13th. We apologize for any inconvenience this situation may have caused. Initial Consumer Rebuttal /* (2000, 7, 2014/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) images were not dark on my end, but i will take a look at the new replacement mug when i receive it. I am hoping to receive the new replacement mug within the next few days.

4/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered personalized picture frames and paid ****** for expedited shipping. The frames were supposed to be delivered on ************************* they are still not here. I called the company and they said they have no idea when it will arrive. They also will not refund me the ****** I paid for the expedited shipping. These were frames that were to be gifts for the Godparents at my daughter's Christening and now these items will not be here in time. Also the customer service team was incredibly rude.

Desired Settlement: I want a full refund for the shipping of $17.95

Business Response: Initial Business Response /* (1000, 5, 2014/03/21) */ ************************************************************************************************************* We have been in contact with the customer and she has been informed that her refund was issued. We apologize again for the delay and any inconvenience this may have caused.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We make personalized gift-giving easy, fast and letter-perfect -- we guarantee it! Our buyers select only the highest quality gifts, which are then customized just for you! We inspect every item again for quality and accuracy before it ships to you or someone special. That is what they claim that they check every item before it is sent out for quality. The item I ordered had a picture put on it the picture was a professional photograph it looked fine when I ordered the item not once while ordering it did the webpage say anything about the image not printing exactly how it looked. When I recieved the item in the mail not only did the picture look very dark and give our teeth a yellow tint it also looked as if our skin had sun posioning and was peeling it looked nothing at all like the original image I seriosly cried as it was a gift and I now do not have enough time to get something else. They want to give me a store credit which would be fine under normal circumstances but seeing that they sent that item out to me looking like that instead of contacting me and telling me that it looked so horrible I should choose something else makes me not want to buy anything from them again because opening that up was so disappointing thank god I opened it and didnt have it shipped out to the person it was for.

Desired Settlement: I want the exact amount I paid placed directly back onto the card I paid it on.

Business Response: Initial Business Response /* (1000, 5, 2014/03/04) */ ************************************************************************************************************** We are very sorry that we did not meet our customers expectations on this order. We have received the item back and a full refund has been issued to the original form of payment. We also apologize for any inconvenience this may have caused.

3/12/2014 Problems with Product/Service
3/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered personalized guitar picks ********** from the vendor and was garaunteed their delivery by Valentine's day (8 business days). The address originally entered, although correct, was deemed insufficient by the local***** office on Thursday, ******* I emailed the vendor that Thursday night (still no reply as of Tuesday ***** and I called on Valentine's Day and changed the address, hoping they would honor their garauntee of delivery by the end of business ****. However, they did not honor the delivery garauntee and proceeded to ask me to pay extra to have it delivered promptly to the new address. I have still not received contact from the vendor or a remedy to the problem and am concerned that I was swindled ***********

Desired Settlement: I want the product that I ordered delivered immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/02/26) */ ************************************************************************************************************** We are very sorry that the order has not been delivered. A review of the tracking does indicate an incorrect address and that the package will route back to PersonalizationMall.com. We have received an alternate shipping address and a replacement order was shipped today*********** We apologize for this delay and any inconvenience this may have caused.

3/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filing a complaint because I ordered a Valentine's Day gift via personalizationmall.com and paid the extra ****** Valentine's Day shipping for it to be "guaranteed" to be delivered on or before Valentine's Day. It is 2/15/2014 and my shipment still has not arrived. I called the company and they said that they are not giving refunds due to the fact that the storm in the ********* area was not their doing. I understand it is not their doing but it is also not mine. The service representative I spoke to for over an hour was not helpful and would not let me speak to a manager. She was nothing but uncooperative. I would just like this manner resolved because it is not only unfair to me but to future customers as well. ***************************************************************** ***********************

Desired Settlement: DesiredSettlementID: Refund I would like a refund on the Valentine's Day priority shipping of $12.95.

Business Response: ***Initial Business Response******************************** ************************************************************************************************************** We are extremely sorry that your order was delivered after Valentine's Day. We realize your gift was time sensitive and we apologize for any inconvenience the delay has caused. A **** refund has been processed for the shipping fees and will appear on the account in 1-2 days. ***Final Consumer Response******************************** (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much. The shipping has been refunded.

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had ordered this job in hopes to have the item delivered by Friday, Valentine's Day 2/14/14 and paid for the upgrade in shipping to ensure that the product was guaranteed to be delivered on Valentine's day. After tracking my order, I see that the job did arrive ************* on 2/13/14 but then had an exception stating there were adverse weather conditions and my shipment may be delayed. I diligently watched my tracking all day today only to find that as of 4:21 PM my status showed that the package arrived ************* (10-15 minutes from my desired ship-to address) and was scheduled as being on-time. Unfortunately the location the order is to be delivered closes at 5 PM so even of *** gets it together, no one will be there for the delivery. The tracking number on this package is: ****************** I emailed customer service seeking a refund or compensation for the delivery charges, but they stated that there were weather issues, and that they could not control **** I know for a fact there were no adverse conditions that day.

Desired Settlement: I am requesting my delivery charges to be refunded since *** did not deliver the product with the specified guaranteed delivery.

Business Response: ***Initial Business Response******************************** ****************************************************************************************************************** We are extremely sorry that the order was delivered after Valentine's Day. We realize your gift was time sensitive and we share your disappointment with the late delivery. Our goal is to process and ship all orders as stated in your order confirmation. A *********** refund has been processed for the shipping and handling fees. Please allow 48 hours for this transaction to appear on the account. We apologize for any inconvenience this situation may have caused. ***Final Consumer Response******************************** (The consumer indicated he/she ACCEPTED the response from the business.) Resolution offered is what I have requested.

1/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December ** I attempted to order a personalized ornament from the personalizationmall.com website (order XXXXXXXXX). While ordering, I entered an address for the recipient of the ornament. Upon completion of the order, the website allows the customer to select a payment- either credit card or*******. I attempted to log into*******- and was given the error message "unable to connect with******* at this time." *************************************************************************************************************************************************************************************************************************************************************************************************************** ************************************************************************************************************************************************************************* I entered my credit card information and completed my transaction with personalizationmall.com. *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Had the website allowed my to complete my transaction through*******, I would have made the realization quickly, but since I was not able to connect to******* officially while completing my transaction, I had no idea that the addresses and other information in my******* account had been accessed. I have two major issues with this occurrence. First, the website should not be able to retrieve my personal information from my******* account, particularly if the website itself is saying it is not able to connect to*******. Second, I now have my personalized ornament being shipped to the wrong address, which I never entered. I followed up with personalizationmall.com through a live chat on the website and the customer service representative kept on claiming that I must have entered the ********** address into their website, which I am positive I did not do.

Desired Settlement: I want to ensure that the website is not accessing the personal information of customers.

Business Response: ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ Final Consumer Response /* (4200, 13, 2014/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response mentions that you would "not be able to retrieve any information as all ****** accounts require a password which we would not have" and yet, my experience was that I was asked to log into ******, was given an error message that my login did not work, but still your website had a mailing address that I DID NOT ENTER to your website- and could have only been obtained from my ****** account. While you maintain that you do not have my password, I was asked to enter it and that is the only way you were able to obtain the address in question. Final Business Response /* (4000, 15, 2014/01/27) */ ****** is the source with this information. At this time, we would like the customer to obtain an explanation from them as to how PersonalizationMall.com could have received the information from them. They can share and confirm their security measures for merchants. Thank You.

1/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered an ink address stamp as a Christmas gift in mid December with guaranteed Christmas delivery. Prior to Christmas, I checked the delivery tracking site to check on the delivery status. On December 24th, I contacted customer service for a status update. I was told the site hadn't updated and that it could still be delivered that day (Christmas Eve) and that I would be updated by a customer service representative on the status of the package. The product (guaranteed for Christmas delivery) wasn't delivered until 48 hours after my inquiry and I never heard from the company again, until after I posted on the company's facebook page. From beginning to end of this issue, customer service was difficult to contact and deal with. I never felt like I got a straight answer and often got the "copy and paste" response about delivery problems. After all the trouble, the company said they would refund my shipping fees and they have not done that. They also issued a $10 credit to my account, but I explained I never intend to shop with them again, so I did NOT want the credit. Now I am stuck with a product that I specifically ordered as a Christmas gift, but wasn't able to give. This company does not honor it's gurantee, does not communicate with customers, and fails to provide quality customer service. I think others should know to stay away from this company, so they don't get ripped off as well.

Desired Settlement: A refund will suffice. I have asked that they close my account, but they haven't yet. I'd appreciate it if they would, as I never plan to do business with this company again.

Business Response: ************************************************************************************************************************************************************************* Again, we want to apologize to*********** for the late delivery of her order. Our Guarantee & Return Policy is stated below and indicates shipping refunds will be issued for those packages not delivered as guaranteed. During our busy holiday season we try our best to guarantee your gifts will arrive on time, but due to high volume and unexpected circumstances beyond our control there might be a slight delay in delivery of your order. If we miss our guarantee we will refund your shipping & handling fees after we confirm that your package has not arrived on time. Understandably, no refunds can be issued for orders delayed due to adverse weather conditions. Thank you for understanding. The refund was issued back to*********** on 1-5 and this information has been given to her as well. We do apologize again for this situation and any inconvenience this may have caused.

1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ******************************************************************** 3 custom mugs *********************** ************************** ************************************************** my wife had ordered mugs from there website messed up quantity options and customer service was closed when she called , she did email the company and the company still has yet to respond to that email which was sent a little past ordering stage I then called when they opened at 9 am today and spoke with a customer service rep Judy who was apologetic but could not correct the issue due to holidays and shipping reasons once I said I was going to log a complaint with the BBB I was placed on hold briefly and they came back and offered free shipping with the purchase of an additional mug (some how that one would be delivered on time and they are still advertising on there website this evening to have items in time for holiday )I understand the 24 hour shifts they stated however this is not how you handle customers . this was a mistake by both parties and unfortunately the customer is not satisfied . we will not do business again with this business. *********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

Desired Settlement: ultimately we wanted 2 mugs that said Pop and 1 mug that said Gram

Business Response: ************************************************************************************************************************************************************************** *********************** has a goal to ship orders in 1-2 days as stated on our website. We give customers the message below before customers click the PLACE ORDER button on our website so they are aware we are unable to make any changes or cancelations to orders once they have been processed. Placing your order confirms and acknowledges that you have reviewed and verified the accuracy of your entire order. Once your personalized order is submitted, it is immediately sent to our production facilities so that we may offer you expedient service, with orders often personalized and shipped within 24 hours! Therefore, cancellations or changes to personalized orders cannot be accepted once you have placed your order. As a courtesy, we contacted the customer via phone and offered to send a mug at no charge and just bill the shipping fees of $5.95. He did acknowledge our statement on the checkout page and thanked us for the offer but declined.

1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered towels:************************ Order Date: November 20**************** They were totally not what I expected. They were meant as a wedding gift and I was too embarrassed to give them. I complained twice, one time immediately upon receipt and again when asked to review my recent purchase. Neither email was responded to. I am especially disturbed by their lack of customer service since I already had a bad experience with them previously, but did not bother contacting the BBB. I gave them another chance at my business, but this experience has only strengthened my negative feelings towards their products and service. Previously, in conversations over the phone, the representative was cold in the way she spoke and kept repeating the same speech totally ignoring my position.

Desired Settlement: I would like to speak to someone who will be caring about my issue and won't make me feel terrible for calling. I am already tired of having to do all this calling in order to get nowhere. I would like a replacement for something that is appropriate to give as the gift. In addition, I would like a compensation for all the trouble I am going through to get this straightened out.

Business Response: ***************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** ******************************************************************************************************************************************* It is true that they are working with me and being reasonable to some extent. It is true that they informed me that they won't be honoring the full value of my coupon but will credit me the amount paid out, which is their right according to the strict letter of the law, but after explaining my circumstances, they did fail to give their customer a feeling of understanding and they failed to fully satisfy the customer after having been mistreated. The credited funds does not take away the fact that until I contacted the BBB, I received zero response to my messages. It does not take away the feeling of distress after taking the time and energy to call and receiving a non-budging automatic response to my concern. I am no longer interested in pursuing any recompensation from the company. I am only responding because I don't want to give the false impression that they closed the case with a satisfactory agreement. ***Final Business Response******************************** The customer paid $19.00 for the coupon and that was applied to the order - the promotional value did expire and wasn't able to be honored. When we spoke to the customer, this information was explained to her. She was also informed we would provide another coupon for her to use when she was ready to redeem her merchandise credit. They can be combined. Credit will be issued once the towels are received back and she will receive an e-mail acknowledging this information.

1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Made two purchases from this company on 12/23 and paid a total of $43 extra for their offer of guaranteed delivery by 12/24. Neither purchases were received by the promises guaranteed date. I contacted the company and spoke to a representative named ****** who stated it is not the company's fault and no shipping charges would be refunded. They blames ********* isn't the one who made the guarantee to me, personalization mall did. I feel I should at least get the extra charge refunded!

Desired Settlement: I am requesting that personalization mall refund the extra $43 dollars I paid for guaranteed delivery.

Business Response: ******************************************************************************************************************************************************************************** the shipping company used by PersonalizationMall.com was unable to honor their guarantees to deliver all packages prior to the holiday due to some inclement weather and high package volume. We are truly sorry that your orders were delayed and delivered on December 26th. We have refunded the full shipping and handling fees on both of your orders. Please allow 24-48 hours for these two credits to appear on your account. Again, we apologize for the delays and any inconvenience this situation may have caused.

12/10/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Complaint 1: The text is covered by a lot of glass. In the picture, it appears that the glass is simply an enclosing (such as in a picture frame), but in reality, your product is equivalent to printing something on a paper and covering it with 3/4 inch of glass. This results in tremendous amount of glare. Complaint 2: The text is not nearly as sharp as shown in the sample. Complaint 3: Product color is a ******, not the crimson as shown on picture. Compliant 4: **** ******** was very rude (stated "I'm very busy") and not helpful when I reached out to her. Please ask her for a recorded call, you will be surprised at how she spoke to a customer.

Desired Settlement: They need to refund in full the amount of the product, as well as the amount of time I have wasted in ordering the product, as well as my attempts to resolve the matter with them, and the time it takes to file the complaint with the BBB. Cost of product = $29.95 + 1 hour of my time.

Business Response: Initial Business Response /* (1000, 5, 2013/11/29) */ ************************************************************************************************************** We are sorry that ******* is not satisfied with his recent purchase. He did submit an image to us for review and he was advised the item was manufactured exactly as shown and described on our website. We did agree to refund him once the item was sent back at his expense. If the item is returned we will refund the merchandise only as a courtesy.

11/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: *************************************** When I placed the order, I chose the option with delivery for Saturday. Unfortunately, I did not check their confirmation email with delivery confirmation for Monday. It would've been any good, since once you placed the order you can't cancel it. Unfortunately, Monday does not meet my deadline so I am willing to keep and pay for the products, but I am asking Personalization mall to deduct the extra fee of shipping next day and charge me for regular shipping. I feel like their website options are misleading and they are not willing to listen to my complaint by being very short answered and somewhat rude to my situation. I was not able to speak to a manager either and they continue to express how I chose the wrong delivery date, even though, next to the shipping option said - saturday, ************ I feel like they practice very unprofessional customer service. Now I have a $60 product that I no longer need and I am willing to keep. My only request was for them to readjust my shipping cost.

Desired Settlement: I'm not even asking for a full refund, I would like a readjustment on the shipping cost, please.

Business Response: *************************************************************************************************************************************************************************** We are very sorry that ********** will have her package delivered today. On our checkout page, we list all available express shipping options and also advise upfront the exact date of delivery. Our checkout page as well as the order confirmation confirmed *** delivery for today, November 18th. *********************** processed and shipped the order as ********** requested. We are sorry that we are not able to issue any type of refund at this time. The order confirmation indicating November 18th delivery is enclosed.


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27 Customer Reviews on PersonalizationMall.com, Inc.
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