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Discount Mugs

Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/21/2025

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order for bags on June 18th, and sent in the artwork for those bags right away. I got a phone call the next day asking for artwork, and I referenced the email, which she found while speaking to me and promised a proof by the next day. I never received the proof, so I called again. They again promised me the proof the next day. I never received this proof, either, so I sent an email which was rejected. I spoke with someone via chat and finally received a proof, which I immediately approved. The items were set to ship a week later than initially advertised. They never arrived. I contacted support again via chat, and was told that the item was out of stock and that I should choose a different color (which hadnt been mentioned in the 15 days or so since I had placed the order. I asked that the order be cancelled, which, after much back and forth, the agent agreed to do. The refund was expected within 5 days. I did not receive a refund. I spoke to an agent via chat again today, and they assured me that the refund had been issued. I still have not received a refund to my account.

    Customer Answer

    Date: 07/21/2025

    I got a pending refund notification from my bank this afternoon. 

    Business Response

    Date: 07/22/2025

    Hello ********, 


    We received your feedback. Thank you for bringing this to our attention, and I want to sincerely apologize for the inconvenience and frustration you've experienced throughout your order process. This is certainly not the level of service we strive to provide.
    I understand how disappointing and time-consuming it must have been to follow up multiple times for the artwork proof, only to encounter delays and miscommunication. Furthermore, the unexpected stock issue and the delay in processing your refund have understandably added to your frustration.
    Upon investigating your case, we found that the delay in your refund was due to a ****** processing issue on our end. However, Im pleased to let you know that the refund was successfully retriggered yesterday. It should reflect in your account within 35 business days from that date.
    We truly value your business and feedback, and were taking steps internally to ensure a smoother and more reliable experience moving forward. If theres anything else we can do to make this right or assist you further, please dont hesitate to reach out.
    Best regards,
    **** *** ****
    Reputation Management Coordinator
    ************** | 

    Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed

    Customer Answer

    Date: 07/22/2025

     
    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,

    ******** *******
  • Initial Complaint

    Date:07/01/2025

    Type:Sales and Advertising Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased mugs. We had challenges with the web site processing the order. They said it was an issue with my credit card and had me call the credit card company. Called and zero issues with cards. They redid my my order and now charged both my AMEX and ***** I did receive the order, yet was charged twice on both my AMEX and **** because they had issues on their web site. They nad me call one of the credit card companies to deny the charge, which I did through ****. AMEX processed, yet Discount Mugs stated it was legitamate. Discount Mugs stated they only charged me once, yet I was charged on both cards. It has been two months and numerous calls, with nothing resolved..

    Business Response

    Date: 07/02/2025

    Hi ********, 
    Thank you for your message, and I sincerely apologize for the ongoing frustration you've experienced regarding your order and the duplicate charges. I understand how disappointing and time-consuming this situation has been, and we want to make this right.
    To move forward and resolve this as quickly as possible, we would like to investigate further on our end. In order to do so, we kindly ask that you provide screenshots of the posted transactions from both your American Express and Visa accounts.
    Please ensure the transactions are marked as posted (not pending), as this confirmation allows us to validate the charges were fully processed and received by us. If we confirm both payments were posted, we will be able to proceed with a refund of the duplicate charge.
    Once we receive the screenshots, we will escalate the matter immediately and keep you informed every step of the way.
    Again, we truly regret the inconvenience this has caused and appreciate your patience and cooperation as we work to bring this to a resolution.


    Best regards,
    **** *** ****
    Reputation Management Coordinator
    ************** | 

    Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed





    Customer Answer

    Date: 07/08/2025

    I received an email, outlining that they were investigating it.  I provided the documentation that they requested and have yet to receive a credit

    Customer Answer

    Date: 07/17/2025

     
    Complaint: 23545832

    I am rejecting this response because:

    I received an email, outlining that they were investigating it.  I provided the documentation that they requested and have yet to receive a credit

    Sincerely,

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

    Business Response

    Date: 07/18/2025

    Hi ********,
    Yes, we did inform you that the matter had been investigated. However, as mentioned in the email I sent on July 10, 2025, we made an executive decision to proceed with the refund, even though the bank's investigation was still ongoing.
    The refund was processed on June ************************************ your account within 35 business days from that date. For your reference, Ive attached a copy of the email I previously sent. 

    Feel free to let us know if  you didn't receive this as well as your refund. 

     

     

     

  • Initial Complaint

    Date:07/01/2025

    Type:Delivery Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered 12 promotional cycling bottles from DiscountMugs.com with our company logo printed on them and the logos wore off from being poorly printed, after one bike ride. We couldn't justify giving these out to cyclists if they were going to get ruined in one ride, reflecting poorly on our own business. When I call the number on their website (the only method they offer for remediation) a woman answered and quickly said to throw them away and a full refund would be issued. I never received the refund and called back a week later and was told the refund would be issued. The refund was still not issued as of 10 days after the original call.

    Business Response

    Date: 07/02/2025

    Hello Don, 


    Thank you for reaching out and sharing the details of your concern. We understand how frustrating this situation must be and truly appreciate your patience as we work to clarify and resolve it.
    To move forward, we want to ensure weve fully investigated the issue on our end. Could you please provide your order number so we can validate the account details and review the transaction history thoroughly?
    Once we receive your order number, well complete our review and follow up with a full explanation to help bring closure to this matter.
    Thank you again for your understanding. Were here to assist every step of the way.
    Best regards,
    **** *** ****
    Reputation Management Coordinator
    ************** | 

    Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed
  • Initial Complaint

    Date:06/27/2025

    Type:Customer Service Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ive never done business with this company, yet they keep sending me spam text messages regularly, even after Ive asked them to stop in the opt out message. Ive tried contacting their corporate headquarters but got no response. *** also reached out to customer service, but they were unable to help. All they do is spam phone numbers with promotions, and I want it to stop immediately. The number they are texting is a business number, and it is the number in my profile beginning with 401.

    Business Response

    Date: 07/01/2025

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

    Tue 7/1/2025 9:04 AM


    Hello ******, 


    We received your feedback, We sincerely apologize for the inconvenience and frustration this has caused. We take concerns about unwanted messages very seriously. Thank you for bringing this to our attention.
    Please know that this is not the experience we aim to provide. We'd like to look into this issue further and ensure your number is fully removed from our contact list. For privacy and security, could you please DM us with the 401 number you're referring to and any screenshots of the messages received? We'll escalate this to the appropriate team right away and work to get this resolved as quickly as possible.
    Again, were very sorry for the trouble and appreciate your patience as we make this right.
    Best regards,
    **** *** ****
    Reputation Management Coordinator
    ************** | 

    Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed

    Customer Answer

    Date: 07/01/2025

     
    Better Business Bureau:

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

    I will try reaching out directly to the business again and provide the requested information to help them reach a conclusion on their end. Thank you, BBB, for your assistance.
    Sincerely,

    ****** *****-zamoider

  • Initial Complaint

    Date:06/13/2025

    Type:Delivery Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered promotional clips from this company on May 22. When I received them on June 2, I was very disappointed to see that not only was the print much smaller than the proof I was given to approve, but it was somewhat blurry as well. I immediately placed a customer service ticket through their website with pictures attached, but after not hearing anything, I called their 800 number on June 4th. The person on the phone told me that was as large as they could print on the clips. I told her that it wasn't what I approved, and after a lengthy conversation, she told me she would put in a replacement order. After not hearing anything yet again, I called back on June 13, and was told that the replacement order had been cancelled because they could not print any larger. I explained again that the product did not match the proof, and that I had a demo from another company showing that larger printing on the clips was indeed possible. She told me to email her pictures (again), so I did. I received a reply from her later that day that said they reviewed the photos, and found nothing wrong, and that they could issue a pick up of the order to verify size and clarity. Obviously, they are just wanting to give customers the runaround until they give up. They had to have looked at the product before shipping it. I have offered to return the product every time that I've spoken with or emailed them. I don't want to pass them out to my customers due to the poor quality. I would be embarrassed to do so. If they can't produce a proper quality product, I will need a refund in order to have the funds to order an acceptable product.

    Business Response

    Date: 06/16/2025

    Hello *****, 


    We received  your feedback thru BBB. Thank you for bringing this to our attention, and please accept our sincere apologies for the inconvenience and frustration this situation has caused.
    After carefully reviewing the images you provided, it does appear that the logo may have been printed smaller than what was shown in the proof. However, we are unable to confirm this with full certainty, as the images were not taken from identical angles. That said, we completely understand your concern and are taking it seriously.
    Wed like to make this right. A full refund will be issued for your order, as we recognize that the product received does not meet your expectations or the standard we strive to uphold.
    In addition, we are escalating this with our production and merchandising teams to ensure clarity in our proofing and rendering process going forward.
    Again, we truly regret the experience you had and appreciate your patience as we work to improve. If theres anything else we can assist you with, please dont hesitate to reach out.




    Best regards,
    **** *** ****
    Reputation Management Coordinator

    Business Response

    Date: 06/18/2025

    Refund has been issued 

    Business Response

    Date: 06/20/2025

    Refund has been issued 
  • Initial Complaint

    Date:04/16/2025

    Type:Delivery Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My order says delivered. I have received NOTHING. Their website don't even let us see proof of delivery, or tracking status, or who the company is. I uploaded a picture of my ring camera so they can see my porch, door color, floor, etc, so they can use against the proof of delivery that they certainly have (although they do not allow us to see).I want either my money back or the product created and shipped with urgency as I have the event on May 1st.

    Business Response

    Date: 04/17/2025

    Hi ****, 


    We received your feedback on your recent order of Insulated Stainless Steel Travel Mugs.

    Were so sorry that your experience did not match your expectations, and this is on us. Wed like the opportunity to investigate your concern and do right by you.

    Were sorry to hear that the print color didnt turn out as expected. We understand how important accurate color representation is, and we appreciate your feedback on the proofing process. Well take this into consideration to improve our recommendations for future orders. 

    In the meantime, Id like to offer you a replacement order at no additional cost using a with a different imprint method to capture the color of your logo. And we'll make sure to send you a proof before it goes to a mass production. Please feel free to let me know if you are interested in accepting the replacement order with either alternative and the date you need them by.
    If weve missed our window, we can move forward with a 25% in-store-credit or refund.
    I can get that ball rolling and keep you updated every step of the way.






    I look forward to your response and thank you for taking the time to provide your valuable feedback.

    Business Response

    Date: 04/21/2025

    Hi BBB, 


    The issue has been resolved and clarified to customer.  Attached is our email communication. 

    Business Response

    Date: 04/21/2025

    Hi BBB, 


    The issue has been resolved and clarified to customer.  Attached is our email communication. 

    Customer Answer

    Date: 04/23/2025

     
    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.

    Their website was showing as DELIVERED (as attachment) but that was not accurate, they were still with my order in production. They, then, got in touch with me by email and aligned expectations. They could ship before my travel date, which incurred no extra costs to me. I received the material today, and I confirm receipt.

     

    I appreciate the mediation support from BBB and the prompt return of the business, as well as workaround.

    Still, I suggest the business to not only update their processes regarding forecast for production time vs real final delivered product for accuracy. I also recommend the business to update the information on their website in accordance with the real estate of the production, to avoid mistakes like these (saying delivered when it was still in production).

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:04/08/2025

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased $300 worth of mugs to sell at a performance. I am a single mom social worker who has very little money to spare and I spent 300 for mugs that literally have a sticker on them. Nowhere does it describe that the print of my daughters artwork on the cheap mugs would be literally a sticker that she is able to peel off from the edges. This feels like I fell for a scama horrible product that is not explained. When ordering custom merch like this and spending almost 10 dollars a mug, you expect the quality to be there. At this point I dont feel comfortable selling for even 5 dollars! A mug with a sticker on it that can be peeled away at the edges is shameful. I dont know how this company is in business still! I am very upset and will never recommend this company for ***** moving forward. This is dishonest and misleading marketing. Very frustrated AND I have emailed and have NOT received even an email back from the companywhich then makes me think even more I fell for a scam/sham of a company.

    Business Response

    Date: 04/09/2025

    Hi Team, 

    This has been addressed. We've already contacted the customer and agreed for a full refund which will be credited back within 3-5 business days.

    Customer Answer

    Date: 04/09/2025

     
    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,

    *** *******
  • Initial Complaint

    Date:03/20/2025

    Type:Billing Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They charged me $51 in handling fees that appear no where on their website. The fees were disclosed on the invoice when they requested pre-payment.

    Customer Answer

    Date: 03/24/2025

    My US phone number is **************. It didn't populate the space in the complaint correctly.

    Business Response

    Date: 03/26/2025


    I hope this email finds you well.
    I am writing to confirm that we have contacted the customer regarding their concern. During our communication, we informed them that we would waive the package/handling fee, as requested. The customer has agreed to the proposed resolution and is satisfied with this outcome.
    Please feel free to reach out if you need any additional information or if there's anything else we can assist with.
    Thank you for your attention to this matter.

    Customer Answer

    Date: 03/26/2025

     
    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,

    **** ******
  • Initial Complaint

    Date:11/25/2024

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    10/14/2024 Ordered 25 mugs with fairly simple design. Design washed right off, hand washing as per instructions.

    Business Response

    Date: 11/29/2024

    Good day! The customer has been fully refunded. Please see attached transaction receipt for the refund. Thank you!

  • Initial Complaint

    Date:12/20/2023

    Type:Delivery Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My organization placed an order for 100 custom logo retractable phone chargers with Discount Mugs on November 29, 2023. Upon arrival and inspection, the logo tagline was blurry and difficult to read. Not only did they not look presentable but they didn't even work. My organization has tried all sort of ways to get the charger to work by using different computers, different phones, different USB outlets, having it locked and unlocked but we are having no luck. I have communicating with a rep named ******* and I have complied with all her requests and sent over video and photos but I'm getting nowhere. My Order #is DM5755936

    Business Response

    Date: 12/21/2023

    Thank you for considering Discountmugs.com for your custom needs. You are valued as a customer and every feedback is important to us. On behalf of our business, I sincerely apologize for any dissatisfaction you may have experienced with the defective items you received.


    In line with this, I have processed a full refund for the retractable phone chargers. This will be approved within ***** hrs. Once approved the money will be credited back to your card within 5-7 business days. You will receive an email notification together with the transaction ID of the refund once it has been approved.


    Let me know if you have other concerns.

     

    Discount Mugs

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