BBB Accredited Business since
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This firm specializes in promotional product consulting, corporate promotional items, trade show displays, signage, corporate awards, and point of purchase displays.
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A BBB Accredited Business since
BBB has determined that National Premium, 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 16 factors. Get the details about the factors considered.
Factors that raised the rating for National Premium, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Scott Schmidt, President Mr. Gregg Weber, Chief Operating Officer
Promotional Products Promotional Products - Wearable Business Promotions - General Signs Fulfillment Services Marketing Consultants Marketing Programs & Services Corporate Awards Promotional Products - Non-Wearable
This company offers marketing solutions and promotional products.
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Types of Complaints Handled by BBB
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
BBB Complaint Process
What is BBB Advertising Review?
What government actions does BBB report on?
BBB reports on known significant government actions involving business' marketplace conduct.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
Additional Phone Numbers
- (800) 755-0335(Phone)
- (800) 659-1724 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: I put an order together for paper plates, napkins and cups on the Thrivent.com website in order to estimate shipping charges for my board's approval. The subtotal amount was $2,576.07. When I clicked continue to get the shipping charges and tax, I got a "thank you for your order" screen from National Premium,Inc. I wrote National Premium, Inc to cancel the order immediately. The next day, I noticed a $3,722.72 charge on my Discover CC account. After ten days and multiple emails and phone conversations with National Premium, Inc, I am getting nothing but empty apologies and "...will keep you apprised of anything I find out as soon as possible." Another matter is the $1,146.65 additional charges added to the order. If this is supposed to be shipping for around fifty lbs of product, I have an issue with price gouging as well. No way would I have approved of that.
Desired Settlement: I would like to get an immediate refund of $3,722.72 I also need to know how the $1,146.65 additional charges break down. and I would like to know that steps are being taken to modify their website so this doesn't happen to others.
National Premium has been in the promotional products industry for over 45 years and we pride ourselves on a high level of customer service. Like your letter stated, on occasion we are not able to please everyone, but we do try as you can see in our BBB file over the past 45 years
I called the customer to hear his side of the situation and work with him to rectify the problem from his perspective. We had a good conversation and I explained to him some of the limitations with our computer system as it calculates freight based on the carton size and weight. The system doesn’t allow an option for larger shipments to go common carrier. As you can see below, we have outlined the issue, addressed the cause and have put steps in place to rectify the situation going forward.
Regarding the customer concern reported to the BBB on 8/29/13, here are the details of the order:
1. Sequence of events
a. Customer placed order on 8/18/2013
b. Per customer request NP canceled the order on 8/19/2013 and attempted to issue a refund
c. NP emailed customer on 8/22 to discuss the status of the refund. NP provided a refund receipt, however the credit card processing system never actually refunded the card.
d. Additional correspondence between customer and NP on 8/29 to discuss status of refund. Internal issues at NP caused confusion in communicating status with customer.
2. Freight calculation on website – our web site calculates UPS Ground freight by weight. The total weight of the order is used to calculate the freight charge. For this order, the total weight of the order was 991 lbs. which caused the web site to calculate $966.33 freight charge. There were 16 cases of 8 oz. foam cups on the order. We utilize dimensional weight for these cases because of the size of the box. This process allows us to properly calculate the freight amount when a customer is ordering a case or two. In this instance, extremely high quantities were ordered.
NP is not gouging our customers on freight, but only charging UPS published rates for the freight to ship the orders. Had the customer called Customer Care to inquire about the freight costs, we would have quoted a different method of shipping that would have saved approximately $300 in freight. The difference is due to a manual calculation of the freight for a combined order of this volume considering total actual weight, number of boxes, and dimensions of those boxes.
3. NP Rectification/Improvements
a. Customer was wired a complete refund on 8/29.
b. NP will add a note to the item detail pages for these three items indicating customer should call for a freight quote if ordering multiple cases due to the weight.
c. NP will confirm administrative notifications for credit card refund system.
On Thu, Oct 17, 2013 at 7:24 AM, **** ****** ******************* wrote:
BBB's Final Determination: Consumer accepted resolution offered by the business.