Customer ReviewsforIdeaStage Promotions LLC

An order was placed on January 31, ****. after expressly inquiring whether they could meet my deadline of shipment by February 16, or February 19 at the very latest. I also stated that my event was on February 22. Not only was I told yes, so long as I submitted everything for approval same day. I ensured that I had internal approval and submitted artwork the very same day. I then called to verify whether this company could accept checks, and I was notified by their own representative that yes, that was possible in order to start production. I also provided [name redacted for privacy] Tax Exempt certificate as well.Your customer service in this situation is sorely lacking:1. Not once have I received a phone call requesting information on whether this should have been a Purchase Order. To be fair, I expressly said that my institution pays their invoices by check, so I would assume that this would have been considered a Purchase Order. A quick email or phone call would have cleared this up! 2. No reply to emails requesting status update. 3. I called this company three times in one day - the first time to inquire about status, and was notified that as I had not paid, the order was not even processed. The second time I called, I was notified that they would need to find out whether the manufacturer could still provide the units. The third time I called, I tried to call [X] listed extension, which took me to customer service instead, and was not picked up, despite calling before the end of their listed hours.4. This morning, I was told that they would look into this situation and give me an update in a few minutes. This again was not done - I hadto email specifically at noon to even find out what was going on and what was possible.This company has left me with no other choices, despite providing the company with what they required right away. Unacceptable business practices and a complete lack of care for their customers.

First and foremost, I want to express our sincere apologies for the frustration and inconvenience you've experienced with your recent order. Upon reviewing your feedback, it's clear that we have not met the high standards of service and communication we commit to providing our customers. Please know that we take your concerns very seriously and are committed to making this right. We understand there was confusion regarding the payment method and the initiation of your order's production. We acknowledge that we could have been clearer in our payment and order processing requirements, especially regarding the acceptance of checks and the need for a purchase order or payment before production. While we sent the prepayment invoice twice in the days following the order, we should have been more diligent in clearing up the payment issue given the urgency of the order. We are reviewing our policies and training our staff to prevent such misunderstandings in the future.We are committed to learning from this situation and implementing necessary changes to improve our customer service. Your experience has highlighted areas for improvement, and we are dedicated to making these adjustments to serve you and all our customers better.

Totally unprofessional! order 3 samples on august 29,2023. On their site it states shipping in 6-9 days. today is 23rd day since they took the payment and i got nothing. When i called their so cal customer service, i got this really snooty male and he transfer me to the sales associate that was in charge of my account. I guess looking up a tracking number was too much for him. Since i did not get what i paid for, i ask for a refund and was told they cannot as the item was shipped. A day later 9/12/2023 she email me that the one item is out of stock and they will refund, which did not happen as of 9/21 9 days later. i emailed and got no response. In the meantime the other item which i ask for tracking , i never got that either as they obviously did not ship but do not want to refund so they are just dragging it out until they ship. They must be really desperate for money. Oh BTW when they would not refund on the first item, they claim it was shipped but could not provide tracking. FYI i dealt with other promotional company and they always provide me with email on acknowledgement of order, on item about to ship and on item upon pick up . Why these people cannot do any should tell you the level of service you should expect . so be very careful and go at your own ****. There are a ton of promo company to choose from and they are one of the worst in my experience. I order 3 other samples from two companies and they all arrived with detail tracking , invoice within a few days.

First and foremost, I'd like to sincerely apologize for the inconvenience and frustration you've experienced with your order and our customer service. We strive to provide the best service possible to our customers, and it's clear from your feedback that we fell short in this instance.Regarding the shipping and tracking issues you mentioned, I am deeply sorry for the confusion and lack of communication. It's our standard practice to provide clear shipping details and tracking information, and I understand your frustration with the delays and the absence of this information. I will personally review the specifics of your case to understand where the breakdown occurred and to prevent similar situations in the future.In relation to the refund you've yet to receive, I assure you that this will be addressed immediately. You should not have to wait for something that is rightfully yours, and I apologize for the oversight. I will ensure that the necessary steps are taken to process your refund promptly.Feedback like yours is invaluable, as it allows us to understand where improvements are needed. We genuinely appreciate you taking the time to share your experience. I'd like to regain your trust and hope you might consider giving us another opportunity in the future.

I requested a quote in early August and their website says it would take up to 72 hours to provide one. I finally had to follow up in late August and received an email that said Id have to be patient. I was patient for another couple of weeks and tried to follow up again on Sep. 7th. I then received an email that said the item I was requesting a quote for was out of stock. I checked back on their website after another couple of weeks and instead of waiting for someone to finally respond about a quote. I just placed an order on Oct. 3rd. On the 4th I received an email requesting a received by date. I responded promptly with the first week of November. I then received an email that said they wouldnt honor the original price I had already paid and wanted to almost double it because the price I paid was intended for use with their own product. I responded, begging them to reconsider as this wasnt stated. I was met with a resounding no. I didnt have much of a choice so I approved the overages on the 5th and never heard back. I decided to reach back out on the 11th because I hadnt seen a confirmation and again, I never received a response. I finally got a request for proof approval on the 13th and completed it immediately. I got an email on Nov. 1st that started with dear customer. Nice - and notified me it would be late. I responded that I was so disappointed in the overall handling of my transaction and asked if there was anything they could do. The response from ******* on the 3rd stated he could cancel it but nothing else.This was an initial order and I was really hoping to use IdeaStage for more but as someone with a small business, I understand customer service and how crucial communication is in our business. I received neither.Sincerely disappointed.

I do sincerely apologize that you had a bad experience. Your concerns have been noted and we will most certainly take action internally to coach the staff that was involved. We always appreciate feedback, good or bad, as it helps us in improving our customer experience. We handle hundreds of transactions each day, the vast majority are delivered without issue. We do, on occasion, get one that goes sideways - and for that I apologize. Thanks again for your order, and you feedback.