Complaints

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.

• Initial Complaint

  Date:07/14/2025

  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.

  The item I ordered was never delivered to the gift receiver. The tracking they provided did not work, so I could not verify it was received. When I finally did see the gift receiver in person they told me they never recieved it. When I notified the business they said it had been too long and did not offer a refund or to reorder. I asked for both and they denied it.

  

  Business Response

  Date: 07/28/2025

  The customer placed this order on August 5, 2024 and the order shipped on August 8, 2024. Customers first response regarding non delivery was March 15, 2025. First we have a ********************************************* damaged merchandise. This response was 7 months, 7 days after shipment. At that point, in good faith, we offered the customer a Store Credit in the amount of 50% of the merchandise cost which was refused.  Tracking for both International and Domestic shipments are only available for 45 days and therefore we cannot see the tracking nor can we file a claim for the loss. The customer, instead of accepting responsibility for not confirming the delivery with the recipient in a timely manner chooses to accuse the Company of "scamming her" out of her funds and attempting to file a Chargeback on her original method of payment. We have provided documentation to support our position.

   

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23599184
  
  I am rejecting this response because:

  I tried to track the package originally and the tracking information they provided did not work. They did not use a reputable delivery company despite me spending quite a bit of money on shipping. This was a gift for a wedding and its not customary to ask the receiver if they received the gift.  The o my reason I know it was not delivered was because I asked the receiver when I saw them in person when they were visiting.  It is the responsibility of the company to ensure they use reputable shipping companies and provide accurate tracking. If they had, this would have been avoided. Their offer of 50% credit is an insult why would I spend more money and invest in a company that has bad business practices? 

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

  

  Business Response

  Date: 07/30/2025

  First, ***** CrossBorders is a very well known and hightly regarded International carrier. Again, the customer never contacted us regarding non delivery until March of this year over seven months later. and then stated that she was unaware of the timeframe for reporting an issue or making a claim. We made the 50% offer in good faith even in light of the fact that so much time has elapsed. Our offer still stands should the customer wish to take advantage of our offer.

   

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23599184
  
  I am rejecting this response because:  The email I received after my order on August 5. 2024 (attached) states at the top that I would receive an additional email once my order was ready to be shipped.  I never received any such email, even in my Spam or Trash folders. Thus, I would not have been able to track the package and confirm its receipt as I was not aware when it was shipped.  The only way to track a package is to go to their website and enter an order number and email--then the tracking is provided through a third party, which as stated, did not work and redirected me to a different website outside of FedEx.  I made every attempt to check the tracking status, despite not receiving any confirmation email, and the tracking number never worked.  Even to this day when I enter the tracking number on the ***** website it does not work. This would make it impossible for me to adhere to any assumed policy they have in terms of tracking and package receipt.  I spent $77 alone on shipping and at the very least should have received a working tracking number and email confirmation.  

  The bottom of the order confirmation email (attached) does not state any policy with a time frame in which the item needed to be tracked and and delivery confirmed as ********************************* has stated.  This policy is not shared with the consumer upon purchase, nor is it clearly visible on the ordering page, and therefore is not valid to assume the customer is aware. 

  Furthermore, the customer service agent threatened to rescind their 50% offer if I filed a complaint and charge back, clearly showing this was not in good faith.  Once I reported them to the BBB, their offer magically was not rescinded by them, as they had to answer to a third part (the BBB) and not just me the customer.  

  Lastly, a company specializing in personalized GIFTS should understand that a sender does not typically ask the receiver if they received their gift.  This is not commonplace when gift giving and ruins any surprise of a special gift. 

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

• Initial Complaint

  Date:06/15/2025

  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.

  I placed an order for a Fathers Day gift on 5/31/25 with a shipment notification on 6/3/25 with a guaranteed arrival date well before Fathers Day on 6/15. The order number is ********** and when I track it, it says still awaiting the sender to give it to **** for delivery. I called on 6/13 expressing my concern its been well over a week since it has shipped and still its stuck saying it hasnt even been given to **** yet and all the customer service *** told me was they cant help me because it may just be running late. This is unaccceptable and now I wont have the gift for Fathers Day like promised. I ordered this over 2 weeks before Fathers Day and now its still not here. I truly believe this is an error on personalization mall and that it must have been lost or misplaced as the delivery carrier (****) still has not received it. I would like this refunded or a new one shipped out immediately.

  

  Business Response

  Date: 06/16/2025

  We are most sincerely sorry that the customer did not receive the **************** to which she was entitled. The statement provided that we cannot do anything until the package is late is incorrect as we can request a tracer and follow up with the customer which was not done. We have since reached out to the customer with an apology and asked the customer to confirm which option, a replacement or a refund that they prefer. We will provide the option that they select. Further, we  issued a shipping refund in accordance with our Guarantee and Return Policy stated on line. 

  Customer Answer

  Date: 06/17/2025

   
  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:05/19/2025

  Type:Customer Service 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.

  This is what it says when I attempt to login to my ********************* account Our team has noticed some unusual activity in your account and have locked the account for your protection. Please contact our customer service team by calling ************** to discuss this matter further. We appreciate your understanding of our efforts to protect your information and apologize for any inconvenience.I immediately contacted the company to resolve the issue, only to discover that I have been blacklisted. This action appears to be a direct result of a complaint I filed with the Better Business Bureau (Complaint #********), which I submitted due to a price discrepancy and your companys failure to honor an advertised price.I want to clarify that I am not a customer with a history of fraudulent activity, suspicious behavior, or poor payment history. Despite this, I have been unfairly blacklisted, yet I continue to receive marketing emails from the company soliciting my *********** is generally considered unethicaland potentially unlawfulto retaliate against a customer for filing a legitimate complaint with the BBB. While there may not be an explicit legal prohibition in every case, blacklisting a customer solely for exercising their right to report a grievance can be seen as discriminatory and could expose your company to liability.I request a formal explanation regarding this action and ask that you review and reverse any unfair blacklisting imposed on my account.

  

  Business Response

  Date: 05/20/2025

  This customer is not blocked from purchasing on our site for filing a BBB complaint or any other complaint. The customer expressed in writing on multiple occassions that she was not pleased with our products, service or policies.  Our Terms of Use stated on our site are as follows:

  THE COMPANY RESERVES THE RIGHT, WITHIN ITS SOLE DISCRETION, TO REFUSE TO ACCEPT AND PROCESS ANY AND ALL CUSTOMER ORDERS AND TO SUSPEND, DISCONTINUE, AND REFUSE THE USE OR ACCEPTANCE OF ANY AND ALL OFFERS,

  We have elected to exercise that right as stated given the customers stated opinions of the Company and dissatisfaction thereof. It is in the best interest of both parties to terminate any and all business transactions.

   

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23351961
  
  I am rejecting this response because when I spoke with the representative ****** she specifically advised that I was not allowed to make purchases as a result of my BBB complaint. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 05/22/2025

  Once again, that information was incorrect and we will review that communication and speak with the Representative if that was the information provided, We are simply exercising our right to terminate a relationship which is in the best interest of both parties.

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23351961
  
  I am rejecting this response because: I again disagree with the company's response.  

  
  

  Their reasoning "The customer expressed in writing on multiple occasions that she was not pleased with our products, service or policies" is false.  I wrote a complaint to the BBB initially in December for their failure to abide by their pricing - they acknowledged said discrepancy and offered a $5.00 refund which I never received or tried to collect.  At no point did I state I was not pleased with their products.  Again - they are simply trying to use the fine lines of policy to black ball me.  It is unfair and unjust.  Furthermore they continue to solicit me via email.  If you are going to refuse my business stop contacting me for sales and promotions.

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

• Initial Complaint

  Date:05/17/2025

  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.

  The item was shipped tot he wrong address. I gave them the correct address to ship a gift to my mother for Mothers Day and they sent to the card holder address. I called to tell them of the error and they said it was not their fault. I sent other gifts to my mother from her grandkids and no other errors. There is also a charge for shipping and insurance for the gift. Im not paying to ship the gift twice

  

  Business Response

  Date: 05/19/2025

  Customer placed order ********** and used Apple Pay to process her order. ***** Pay works the same as ****** and provide the shipping address to the vendor from the address on the Apple Pay account. While the customer may have entered a different address she authorized Apple Pay to process the order for her and thus they changed the address to the address on file. We would have no way of knowing this and sent the merchandise to the address that we received. Customers need to be aware of the details of their payment options. The package shipped to the customers home address and she can ship the package to the intended recipient. We shipped to the addres provided and are not responsible for any additional postage to resend the order. 

• Initial Complaint

  Date:05/09/2025

  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 placed an order for Mother's Day on 4/18/2025 for my mom and two daughters. The site said delivery by Mother's Day was guaranteed. All but one of my items arrived. The last item showed as "shipped from another warehouse." I called and was told it would be shipped by 4/28. The next call the ship date was to be 4/30. The 3rd call it moved to "early next week." When I had not rec'd tracking by 5/7 I emailed and got a reply from ******************************** telling me they were sorry for the delay and how my order was "in line to ship this week." The dropship email addy tells me this isn't their product. Today is 5/9 and I still have no shipping info. I called again. The agent shared that she doesn't know where the VENDOR is located so she can't see anything about shipping. She assured me that someone from drop shipping would call me within the hour. That was 3.5 hours ago. This is a milestone Mother's Day for my daughter. It's her first as a widow. The personalization was the last photo taken of her son and his dad. Yes, I could gift it to her for another occasion but the moment is NOW. I saw this item advertised elsewhere but every listing had it coming from *****. I ordered from ***** because it being made in the **. Had I known this was an unknown 3P vendor using their platform, I would have been able to research where it was coming from and the manufacturer. Had they not promised delivery before 5/11, I could have bought another custom item. Had they been honest about this coming from a totally different company, I could have made an informed decision. I continue to hear that they're sorry for the inconvenience. I've yet to hear a solution or even a suggestion for another one of their products. Missing a milestone is not a mere inconvenience. This is a deceptive listing and bad customer service.

  

  Business Response

  Date: 05/19/2025

  We are sincerely sorry for the loss the family has sustained and totally understand the significance ot the intended gift. The customer has spoken to two members of the Management Team regarding the issue ****** and ***** and both indicated that they understood and sympathized with the situation. Additionally, they did everything they were able to do to expedite this order. This product is manufactured by Personalization Mall at our off site manufacturing facility that specializes in jewelry and is in *****************. There is no reason to indicate which manufacturing facility the product comes from as it is all Personalziation Mall .  After full review, our ************* Team provided the customer with the information available at the time of each contact and provided a correct response at the time and did follow through with expediting the requirement to the manufacturing facility. We do see that fabrication on the necklace was behind but that they were confident that they could manufacture it in time for Mother's Day delivery and that infomation was provided to the customer. Ultimately that order and one other did not pass our ***************** Team and the items had be remade. The customer was advised and indicated that she still wanted the product and not the offered refund. The items are currently still in production and we are awaiting the tracking number.. We do apologize for the delay and inconvenience, but will not knowingly send out substandard product to meet a delivery promise.  I would like to note that the customer missed the information posted in the product description for the item that stated that the manufacturing of the item takes an additional ***** business days on top of the normal 1-3 business days to manufacture as she only noted the 1-3 days in her complaint.  Again, we are very sorry for this issue and did refund the entire shipping charges although the balance of the order was shipped and received in time for the holiday. 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23310317
  
  I am rejecting this response because the business advised in their response that I was informed that the item had to be remade due to it not passing QA. This is false. I have the emails I was sent and what I was told after filing this complaint was that the item had not been made due to a production delay. I'm attaching the email and response for clarity. 

  Had someone from leadership called me as requested or had I been told there was no way the item could arrive in time, this would have gone in the opposite direction. I spent six years making customers whole and it wasn't with refunds or concessions. I could have shared how my team did it. Had I been given the information, I could have ordered something else from PMall for my daughter and gotten it in time.

  Sincerely,
  
  *** *****

  

  Business Response

  Date: 05/22/2025

  Initially the delay was due to a production delay, however, the next delay was due to a quality issue. Again, we are very sorry that the customer did not have the item when needed. We do understand disappointment and frustration and apologize for the lack of better communication.

• Initial Complaint

  Date:04/22/2025

  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.

  This business is involved in false and misleading advertising. They promised delivery of a feel well package by August 2024. 8 months have passed and they still haven't delivered the product. When I called them for a refund, they refused to do so.

  

  Business Response

  Date: 04/24/2025

  This customer placed the order with *********** and while Personalization Mall manufactured and shipped the product it was not purchased from Personalziation Mall and the customer did not pay us for the order. This package is showing delivered on August 4, 2024 and the customer did not report non recipt until April of 2025. Both 1800Flowers and Personalization Mall have a 30 Day Policy stated on the website.  We forwarded the complaint to 1800Flowers *************** and they provided the customer with a full refund. This issue is resolved.

• Initial Complaint

  Date:02/14/2025

  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.

  I paid for expedited delivery and company didn't meet promised delivery. Company being rude and uncooperative about refund

  

  Business Response

  Date: 02/19/2025

  We most sincerely regret that the package was delivered later than the guarantee. The initial factor for the delivery delay was the widespread weather issues throughout the majority of the **. Weather is one issue over which neither our carrier nor Personalization Mall have any control. We have attached our Guarantee and Return Policy for review and would like to note that our guarantee provides for the return of the shipping charges in the event of late delivery. The customer was refunded the full shipping charges in the amount of $12.99 even though we do not normally refund shipping due to adverse weather conditions but did so as a courtesy. We have attached the credit that was issued to the customers account. Once again we sincerely regret the delay and have provided the appropriate resolution per our Guarantee and Return Policy attached.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22942994
  
  I am rejecting this response because: The advertising by the company does NOT make specific alert to "weather conditions". After following the tracking info provided by the company and *** Ex the only "weather" was cold weather. The package sat with no updates for days at each shipping point.

  Had I not been "promised" delivery by 02/14/2025 I would have purchased from a local vendor. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/24/2025

  While we understand the customers frustration the package did incur Adverse Weather conditions in route to the delivery location. This package was shipped from the ******* area and had to transit from the midwest to *******. We sincerely regret the delay but as previously stated we cannot control the weather. Additionally, and with all due respect, weather is **************** We are not the ************************ and therefore don't post weather conditions. We did, as a one time courtesy, refund the shipping which is not normally done when Adverse Weather delays a delivery. 

  Customer Answer

  Date: 02/25/2025

   
  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:12/26/2024

  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.

  I placed an order for an ornament with Personalization Mall on Dec 3, 2024. I got a shipping confirmation two days later, on Dec 5, 2024. I inquired about my order on Dec 22 when I still hadnt received my order but was being asked to provide a review. I received an email back after giving one star saying my order was due to be delivered within 1-2 days. Five days later and I still have no ornament and the tracking number now shows it in another state, not being delivered any time soon. **************** just keeps telling me it shows its going to be delivered and cant do anything about it.

  

  Business Response

  Date: 01/03/2025

  We most sincerely regret that the customer order was delayed in delivery.  The package was mis-sorted by the carrier and the package initially went to ********** instead of Kentucky.  However, when the customer contacted ************* on December 22, ***************************************************************************** ************ and the Representative correctly advised the customer that the package would deliver in 1-2 business days as that is the normal transit from that hub. Unfortunately, adverse weather delayed the package further and the package delivered on December 28, 2024 at 1:06 p.m.  The customer was refunded their shipping charges and received an additional 20% discount. Once again, we are extremely sorry for the mis-sort and delay and apologize on behalf of the carrier and Personalization Mall.

   

  Customer Answer

  Date: 01/06/2025

   
  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 did get feedback from Personalization Mall saying they refunded the shipping cost. I did not receive 20% back on my order. I appreciate your time, but will never purchase with this company again and will pass on my experience to others. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:12/23/2024

  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.

  The business committed to delivering my items before Christmas. It the order was made 2 weeks prior to Christmas.

  

  Business Response

  Date: 12/24/2024

  Customer placed order ********** on December 9, ********************************************************************************* 4-5 business days with delivery in 5-8 business days after shipment. The order shipped in 2 business days and delivered on time December 24, 2024. Please see the attached delivery confirmation. We are very glad that the customer received their purchase for Christmas.

• Initial Complaint

  Date:12/18/2024

  Type:Product 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 placed an order of several items from PersonalizationMall.com on December 7, 2024. My order was supposed to arrive on Wednesday, December 11, 2024. The order was on the ***** truck in my state of ******** on December 11, 2024. However, I never received the items. I contacted PersonalizationMall.com on four different dates. I contacted them on December 13, December 16, December 17, and December 18. On December 17, 2024, I was told by the customer representative that if my order did not arrive by December 18, I would get a refund. Today is December 18, 2024, and I did not receive my order. I called PersonalizationMall.com, and I requested a refund for goods not received. The customer service representative said they could only refund my shipping fees. That is contrary to what they told me on December 17, 2024. This company does not honor what they tell their customers. I demand a refund as this was an order that was time sensitive.

  

  Business Response

  Date: 12/20/2024

  We are most sincerely sorry that the customers order arrived late. We do see that the order was scheduled to deliver on the promised date, however, the carrier was requested, not by *****, to change the delivery date. We have provided the tracking and our guarantee and return policy which states that we will refund the shipping if packages are delivered late for reference. Additionally, we did provide a full shipping refund to this customer as a courtesy because the Representative did state a shipping refund if not delivered by 12/18. Again, we are very sorry that the package was not delivered but we did not request the change of delivery.