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:12/17/2024

  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.

  I placed an order with Personalizationmall.com, LLC on Dec. 1, ************************************ the amount of $62.60. It was to be 2-3 days for production, and an additional 5-8 days for delivery, with GUARANTEED delivery by Christmas. It is now Dec. 17, 2024 ( 7 days away from Christmas, pending delivery on Christmas Eve) and I have not been provided with such information. Despite my repeated attempts to confirm the status of my order, I have not received any tracking information or specific details regarding shipping or delivery. I have contacted customer service multiple times via both phone and email, but the responses I receive are vague and extremely unhelpful. Each time, I am assured that the order is "on track" for delivery before Christmas, yet no tracking number or clear shipping information is ever provided. **************** representatives have repeatedly blamed the issue on the item being from a "third-party supplier", stating that they have no control over shipping and handling. I was told yesterday (Dec. 16) that I would receive a tracking number first thing this morning (Dec. 17) and no surprise, I have yet to receive it as of 4:30pm. When asked to escalate my issue to a manager or supervisor, I am refused, and told they don't "have the ability to do so". I am deeply dissatisfied with the lack of resolution and the company's failure to provide basic information about my order. I expect prompt action to address this issue, including detailed tracking information and an explanation for the delays. This has been the most frustrating experience, and I hope that by filing tis complaint with the BBB, it will encourage Personalizationmall.com, LLC to FINALLY take responsibility for their actions and improve their customer service practices. Desired outcome: Full Refund of the purchase price and a full, written apology expressing their shortcomings and misgivings within their company. 

  Customer Answer

  Date: 12/18/2024

  This is a screenshot of my order placed on December 1, 2024 that shows the amount and the items ordered. 

  

  Business Response

  Date: 12/20/2024

  We are most sincerely sorry that communications with this customer regarding the information requested on her order were lacking substance and clarity. The items purchased come from one of our remote warehouses and it appears, after review, that communications regarding the shipment have not been timely and we are working to correct that issue immediately. This package will be shipping tomorrow 12/21/24 under ***** Tracking #************ via Next Day Air at our expense for delivery on 12/23/24.  Tracking will not be available until after ***** receives the package on 12/21/24 and scans it into their system. We will be following this package through delivery. Again, we do apologize for the lack of timely and informative communication.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22701243
  
  I am rejecting this response because:

  I have been lied to on NUMEROUS occasions about this order. I have been told on several different occasions by different members of "customer service" that my items would be shipping "next day"...and come to find out, that was never the case. This dates back to AT LEAST December 16, 2024 when I was emailed that my item was shipping "tomorrow" which would have been December 17, 2024, and that NEVER happened. I don't care that now they decide to ship it with "next day air" and "guarantee" delivery by Christmas. The damage has already been done. By being lied to REPEATEDLY, I had to make other arrangements and buy other gifts to replace these items that may or may not have arrived on time. I cannot trust the word of several customer service agents at Personalization Mall, therefore, I am out additional money as well as having added stress for getting gifts to my recipients on time. IF the items arrive before Christmas, that should be a courtesy from Personalization Mall for putting me through so much stress. I am still requesting to be refunded the FULL amount due to their negligence and lies. As you can see in my attachment from their emails, it was always one lie after another. What kind of customer service is that?? I 100% reject their response to this issue. I want to be refunded, and IF the items show up on time, I will be keeping them at their expense. It's the least they can do for their constant lies.  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/03/2025

  Once again, we are very sorry for the lack of timely information, and worked diligently to make this right. The order was delivered on December 24, 2024 at 10:40 a.m. We understand the customers frustration, however, we will not be refunding this order as we feel we did what was necessary so assure that the customer had the order in time for the Holiday. Again we are extremely sorry for the frustration and inconvenience.

   

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22701243
  
  I am rejecting the company's response regarding my original complaint about my order as it has now turned into a missing package. I am rejecting their response as it fails to address the issue appropriately. The package in question was never received by me. Despite clear evidence that the package was delivered to the wrong address, Personalization Mall continues to refuse to take any responsibility or accountability for their part in this disaster, nor do they even show the slightest interest in offering a viable, reasonable solution. Their lack of responsibility and unwillingness to remedy this situation is absolutely unacceptable.

  FedEx has confirmed that it was delivered to the wrong address and has advised me to contact the company directly to request either a replacement or a refund. This situation is entirely out of my control, as I did not provide an incorrect address, nor was I the one responsible for misplacing the items.

  As the package contains two personalized items that I PAID FOR but DID NOT RECEIVE, I believe I am entitled to a resolution. I once again request that the company either resend the items or issue a full refund. It is unfair to hold me accountable for their shipping provider's error. As a consumer, I should not be expected to bear the cost for an item that I did not receive due to circumstances entirely outside of my control. The company's refusal to either resend the items or issue a refund is not only unethical but is also a violation of basic consumer rights. 

  I have provided at length, definitive proof of negligence on the part of Personalization Mall and now ******* and it is now an obligation for Personalization Mall to make this right. 

  I have full confidence the BBB will continue to assist in ensuring the company fulfills their responsibility and hold Personalization Mall accountable for its failure to provide the goods I paid for. Thank you. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/09/2025

  We have reviewed the order and the associated tracking and see that the packageis showing delivered on the date promised. We also understand that the customer is claiming that the package was not delivered to her address. Therefore we have issued a refund to the original method of payment for the full amount of the order and noted the account. We sincerely regret the issue.

  Customer Answer

  Date: 01/09/2025

   
  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.

  I want it noted that I am not claiming the package was delivered to the wrong address, I showed PROOF that was from correspondence provided directly from *****. I am a person of integrity and would not lie about such a thing. I know being dishonest and untruthful is a common practice with Personalization Mall, however, that is not the same with me. All of my statements regarding this disastrous purchase have been 100% truthful. 

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

• Initial Complaint

  Date:12/12/2024

  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 purchased a personalized engraved gift for an 85 year old family member. The personalized message is so tiny that its illegible! I called customer service and emailed photos as directed and theyre refusing to replace or refund the item. Im extremely disappointed!!!

  Customer Answer

  Date: 12/13/2024

  The company won't make the correction or provide a refund.

  

  Business Response

  Date: 12/13/2024

  We sincerely regret that the customer did not understand how to place an order. We always endeavor to provide our customers with all the information on the site necessary for the customer to make an informed purchase and to that end we provide a Preview Option that must be approved by the customer before placing the item into the shopping cart for purchase. The preview attached clearly showed what the customer was going to receive. There is also a disclaimer that states what the actual product will look like upon receipt and that we make no adjustments to the personalization. 

  Personalization Mall is a full automated production facility that accepts the order that the customer places and sends it directly to our personalization equipment where it is manufactured exactly as received. There is no human interaction with the product until after it is produced. At that time ***************** only looks at the product itself for any defects not the personalization as the customer approved the personalization as being what they wanted and the way they wanted it on the item. 

  We generally offer the customer a very generous 50% replacement discount on a new order should they so choose as we do understand that mistakes do happen when placing an order and try to work with the customer. Unfortunately, this customer was not interested in working with us for a resolution. 

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22677749
  
  I am rejecting this response because: The business didn't offer me any assistance, instead they have blocked all contact.  They made the mistake with the font size and why is it unreasonable for them to make the correction or provide a refund?
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 12/18/2024

  With all due respect, we provide a preview option during the ordering process that the customer MUST approve before the item can be placed in the cart for purchase. The customer approved the personalization as it appeared. Why would anyone approve something that looked the way this looked without calling and asking for assistance? We clearly state that we make no changes because we are a fully automated production facility and no one sees these order before they are manufactured which is the reason for the preview. Our standard policy is to offer a very generous 50% replacement discount to reorder the item with the correct personalization which the customer rejected. We make every effort to work with our customers toward a reasonable resolution, however, there must be cooperation on both sides and unfortunately this was not the case in this situation.

• Initial Complaint

  Date:11/15/2024

  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.

  Per your request, here is the direct link, where I ordered 110 of this product and spent over $14K.  This is totally unacceptable.

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

  Customer Answer

  Date: 11/15/2024

  I placed a large corporate order, in the amount of $14,146.11. These were VIP gifts for an exclusive grand opening event. When we opened and inspected the 110 clocks and picture frames, several of the items were chipped. Also, all of the metal plaques were not properly and firmly secured to the gifts. This is completely unacceptable!!! The company used two-sided tape to attach the metal plaque to the outside and inside of the product. Completely ridiculous and very poor quality. I made multiple attempts to contact the company for an acceptable solution. I did not spend over $14,000 for us to spend OUR TIME fixing their absolutely poor products and horrible customer service!!!

  

  Business Response

  Date: 11/19/2024

  While we most sincerely apologize for the issues with this order, this customer never provided us with the opportunity to correct the situation before filing this complaint. We have checked all incoming phone conversations from the number that appears on the order, as all calls are recorded, and found no entries. Additionally the only email received was on November 15, 2024 at 6:32 AM CST which was after the complaint had been filed with BBB. This order was delivered on November 4, 2024 at 10:25 a.m. *** which, had the order been reviewed upon receipt, would have given us time to replace the order without any repair efforts on the part of the customer.  

  When we became aware of the situation we requested photos which were not forthcoming and the only photos we were able to view were submitted to BBB with the complaint. The customer indicated that the plates both inside and out had fallen off the boxes. At that point we apologized and indicated that there could be an issue with the tape or the production method and had started an immediate investigation as this has never happened and we manufacture and ship thousands of item that have plates without issue. The customer was further upset that the plates were affixed with two sided tape, which is accurate as that is the method we use to apply the plates to the wood and would like to point out that it is a method that is industry standard. We then asked the number of items that arrived in the condition described by the customer. The response was out of the 110 items ordered, 104 arrived without the plates affixed. At that point we were shocked and advised that we were sending call tags for all the items and having them returned to our location for evaluation and would issue a refund for the merchandise.  Also note that each item is shipped in its own box with styrofoam for protection. This resolution was rejected immediately as the customer intends to present these items as gifts at an event on Wednesday and demanded an immediate refund. At that point, we advised that a full refund was only available if all the items were returned and instead we provided this customer with a 30% discount on the merchandise for the inconvenience of having to repair said merchandise sight unseen and refunded the substantial shipping charge.

  We made every effort to make this right for the customer and will still replace any items that the customer indicated arrived damaged, based on photos showing the damage and the personalization required on the damaged item(s). We do understand the customers frustration with the situation as we are also very concerned with the situation and intend to continue our investigation internally.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22560208
  
  I am rejecting this response because we absolutely provided photo proof along with our complaint, and our request for full reimbursement.  We also notified the company that we had to hire staffing to fix the 208 poorly attached plaques.  104 inside and 104 outside on the gifts. This entire experience was completely unacceptable, and we are appalled and highly disappointed.  We request a FULL REFUND.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/25/2024

  We fully understand the customers frustration, however, there were no photos ever sent to the email address provided in the response. Additionally, we totally reject the premise that all 104 items had displaced plates both inside and out. In our 25 years in business and manufacturing thousands of high volume orders using the identical manufacturing method we have never encountered this type of issue. The fact that we were not notified immediately regarding the issue and that our request to send a call tag and have this order returned for evaluation was rejected out of hand. We then provided a partial refund due to the claim and did not request proof of said claim and then also provided a refund of the shipping charges. We fully believe that we have addressed the issue with the plates and we will still replace any damaged items with a photo and the appropriate personalization provided.

• Initial Complaint

  Date:09/21/2024

  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 made an order for a personalized puzzle piece, which contained a photo. I uploaded a high quality jpeg. When the product arrived, the photo was extremely fuzzy and pixelated. I lodged an online complaint, to which they did not respond. A week later I reached back out and they quickly responded, apologizing for the poor quality after seeing the photo of it I sent in, and proceeded to send another puzzle piece. Once that was received, it was the same poor pixelated grainy quality as the first. I reached back out and just asked for a refund on the puzzle piece only, to which they said they'd only give store credit or 20% off a future order. Why would I do either when their product is poor?Also, according to their own guarantee policy posted online: "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."They refuse to refund the money for the poor product. Others should be made aware to not purchase, and be advised of their false statements on their guarantee policy.

  

  Business Response

  Date: 09/26/2024

  We are very sorry that this customer is upset with the quality of the product received. We have uploaded two photos, the first, which may have been a professional photo was taken showing shadows on the faces which resulted in the issue the customer described. We then, in an effort to provide a better quality, edited the photo as a courtesy to remove the shadow on the faces which is the 2nd photo attached.  The result was a much clearer photo on the replacement item. We have done everything we can to satisfy this customer given the original photo. The only thing we can do at this point is have the customer return both puzzle pieces and upon receipt will issue the refund for the item.

  Customer Answer

  Date: 09/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Once they saw the BBB complaint, they refunded my money for the item in question (I wasnt even disputing the other item purchased). Their reasoning of picture quality is still in question as their candle product turned out fine, they just can't explain the poor quality of the puzzle piece they sell. Hopefully others don't fall victim to the poor quality of this item and they provide a warning.  I am now satisfied with the refund received and can close this complaint. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:09/02/2024

  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.

  I ordered 2 keychains with photos for my daughter and her husband. The items were sent with the heads cut in half as you can see and this company claimed that I approved it this way.

  

  Business Response

  Date: 09/18/2024

  We sincerely regret that the customer is unhappy with the order and does not accept the findings of our ***************** Team. We have provided both the preview that the customer approved prior to purchase and the 50% replacement discount offer extended. Please note that orders go from the device where the order is generated directly to our computerized equipment and is manufactured exactly as received. This is noted on the preview that the customer approves. Additionally, we do understand that mistakes do happen and that is why we offer a very generous replacement offer. We will honor the replacement offer should the customer wish to place a new order with the photos cropped correctly. Again, the order is not reviewed or otherwise edited so the cropping needs to be exactly the way the customer wishes to receive the items.

• Initial Complaint

  Date:08/21/2024

  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.

  On August 2, 2024 I purchased personalized wrapping paper. I selected the economy shipping of 5-8 business days. On August 6 the item was shipped. It is August 21, I have not received the item, however they did refund my shipping costs. I reached out to the company again, La'Shell H responded to my email and said if I wanted a refund, I should call the company. I called the company. ******* refused to issue me a refund because they could see that it is still in transit. There is no new anticipated delivery date. ******* said I could wait until it is delivered, refuse the order, and then when they receive it back, I will get a refund. I have no faith that I will ever receive this order, or that if I do receive it and return it, they would receive it back. If they were never going to refund my order, why did La'Shell H, send me an email saying they would?

  

  Business Response

  Date: 08/30/2024

  We most sincerely regret the delayed delivery of the customers merchandise. We have reviewed the tracking and spoken to both ***** and the **** and ***** indicated that the package was delayed in route in ******** on 8/8/24 due to a damaged barcode that had to be replaced and did not leave the ***** facility until 8/14/24. The package arrived at the ******** post office on 8/20/24 and was available for pick up as this was sent to a P.O.Box,  The customer contacted us on 8/21/24 with her complaint and a Supervisor refunded her the addition $22.49 for the merchandise making this a full refund inclusive of the shipping. We would like to note that the package was received by this customer on 8/24/24. We have found that the original information provided to the customer was correct at the time of the original contact and changed after the fact. Further, the package was showing moving through the delivery channel on the second contact and therefore a refund for the merchandise was not applicable until after the delivery failed to arrive or was refused as advised on second contact.  We are extremely sorry for the inconvenience caused by the shipping issue and are pleased that the customer now has the order.

  Customer Answer

  Date: 08/30/2024

   
  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.With one small caveat, in their response they say it arrived at my PO on 8/20/24.  It did not arrive until 8/21/24, and was not marked for delivery until after I submitted my original complaint.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/12/2024

  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 ordered a gift for my mother two months ago to celebrate her significant achievementgraduating from a doctoral program. I wanted something special to commemorate this milestone, so I chose the "Professional Laurels Personalized LED Nameplate" from Personalization Mall. I am a 17 year old with no source of income who saving up money for this gift for my mother. Unfortunately, when the product arrived, I was deeply disappointed to find several issues with its quality. The nameplate had unremovable fingerprints and smudges trapped between the layers, which detracted from its appearance. Additionally, there was glue residue left on the surface, and the product itself had visible scratches. These flaws made the gift unsuitable for the occasion, especially given the importance of this milestone for my mother. Since receiving the product, I have been trying to get in touch with their customer service team to resolve the issue. I initially requested a refund or at least store credit to compensate for the defective product. Despite my repeated attempts, I have yet to receive a response.I am hopeful that this situation can be rectified. I would greatly appreciate it if someone could assist me with this matter as soon as possible. Thank you for your attention to this issue.URL: *****************************************************************************************************************************

  

  Business Response

  Date: 08/13/2024

  We are sincerely sorry for the issue with the customers product, however, we provided a response that indicated that the protective plastic be removed from the item and then if the item is showing the same scratches etc. to send a photo to ****************** along with the order number. We have not received either a response nor a photo of the item from the customer. Additionally, the customer indicated that there was an incorrect letter but the customer was not specific as to what was incorrect.  We will need the exact details in order to address this issue. We want the customer to have a product that he is proud to present but need more information to address the issues.

• Initial Complaint

  Date:07/03/2024

  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.

  Items purchased: (2) 32434-S-Drawn Together By Love Personalized Stemless Wine Glass Date: June 26th Total Cost: $35.70 Issue: When hand washing glass after first use, glass broke in my hand. I have a cut on my hand where the glass broke.Company Response to email outreach:"Personalization Mall appreciates your business and we do apologize for any inconvenience this may have caused you; unfortunately, we are not able to issue a remake or refund for the item that was made and delivered successfully. However, we understand our customers frustration. That is why we do offer our customers who run into this situation the opportunity to re-order the item at a substantial 50% discount off the original price. If you wish to re-order the item(s), please place a new order and send us an email with your new order number. We will make the adjustment for you and confirm the amount of the credit."

  

  Business Response

  Date: 07/08/2024

  We sincerely regret that the customer experienced the issue described, however, this package was delivered on June 26, 2024 and the package shows no damage to the exterior packaging. Further the items both arrived intact based on the customers account that the item broke while washing the item. Additionally, the customer did not advise Personalization Mall until July 3, 2024 of the incident which was a full 6 days after receipt. We cannot accept responsibility for any item that arrives intact and is then reported damaged by an act by the customer at a later date. We absolutely stand behind our products and had this item arrived broken we would have provided a no charge replacement. However, this was a circumstance after the delivery and we still offered the customer a 50% replacement discount as a courtesy. We will still honor that offer should the customer wish to reconsider. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21938598
  
  I am rejecting this response. The items arrived intact. That was never the issue. The glass broke in my hand while hand washing it, this indicates the quality of the product is extremely low as I have handled countless wine glasses without this ever happening. In fact, I was a bartender for some time and have never broken a glass unless it fell. The quality of the wine glass itself is what I'm contending. If the quality of your product is low, why would I purchase yet another set of wine glasses. 

  At this point it is the principal of the matter as I cut myself on a glass that broke apart in my hand after merely one use and the company refuses to take responsibility. 

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

  

  Business Response

  Date: 07/24/2024

  We do regret that the customer was allegedly injured while washing a product sold by our organization, however, the item arrived, by her own admission intact. The item is glass and would clearly show any damage upon arrival. The quality of the item is not a reasonable supposition when it is obvious that the handling of the item was the cause of the issue. We did offer the customer the option to purchase a replacement at a 50% discount which is a very generous offer and one which we will honor. We stand by our products 100% but cannot be held responsible for damage after the fact and believe this to be an unreasonable and unwarranted complaint. 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21938598
  
  I am rejecting this response. The product is obviously the cheapest quality and this company has zero integrity. The complete lack of ownership in this highly unusual (or is it?) situation clearly shows the consumer cannot trust the BBB approval. Had this truly been a "one off" occurrence, a company with high integrity would have happily replaced the item or refunded the customer. The refusal to acknowledge that the item might have had a hairline fracture not easily visible to the eye which would inevitably break, but rather harp on the condition it was "received" shows a lack of accountability and a company who is not worthy of the BBB approval.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/24/2024

  The customer is, of course, entitled to her opinion regarding the quality of the glassware purchased, however, the product has always enjoyed many excellent reviews and is a product that we have offered for several years without complaint. Given that this is a thin walled stemless wine glass, any damage to the item would be immediately apparent upon arrival and therefore we reject the supposition of a hair line fracture. We do understand that situations such as breaking a glass during handling can happen and provided a 50% replacement discount option to this customer. We believe that we have extended the appropriate resolution and courtesy to this customer. 

• Initial Complaint

  Date:06/25/2024

  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.

  I purchased a personalized wind chime on Tuesday, June 18, 2024. I chose economy shipping because according to Personalization Mall's ETA upon checking out, I should have received my purchase well in advance of the date I needed it by. However, once ***** received my shipment, it has been sitting in a warehouse for 5+ days with no movement at all. I reached out multiple times to Personalization Mall and essentially was told that there is nothing they can do- once the order has already been shipped, "our delivery partner, *****, follows the economy shipping method that you select." Had I known the item would be sitting in a warehouse, and I would have to allow for an additional 5-8 business days, not the "fast turnaround" as advertised on Personalization Mall's website, I would have paid for more expedited shipping. This has been an unfortunate experience and poor customer service standards as I was looking forward to my mother in law receiving this item from all of her grandchildren in proper time for her party.

  

  Business Response

  Date: 06/27/2024

  We sincerely regret that the customer missed the shipping information both on the order when being placed and on the order confirmation sent immediately after order completion. While we do offer expedited manufacturing and shipping options we also offer cost effective options such as Economy which this customer selected with a stated 4-5 business days for manufacturing and an additional 5-8 business days for delivery. We have attached both the order and the order confirmation where the manufacturing time and delivery time are clearly stated.  Lastly this customer has been a loyal customer for the past two years, placing multiple orders, many using the Economy shipping option. 

  When the customer called and wanted to upgrade her shipping option, unfortunately, the order had already shipped and we could not upgrade the shipping for the customer as our contract does not provide for shipping upgrades. Further the Economy shipping option cannot be upgraded once shipped. We most certainly would have had the package delivery option upgraded if it was possible. 

  Once again, we do understand the customers frustration and do regret that we were unable to accommodate the upgrade request.

  Customer Answer

  Date: 06/27/2024

   
  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:06/01/2024

  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.

  I ordered a custom heart shaped stepping stone for Mothers Day on May 4, 2024. I received the product on May 10, 2024. As soon as I received it I opened it and it was broke in half. I immediately called the company and spoke to a representative. She stated that she would send me an email and to take a picture of the product and send it to the email address along with the order number that had been hyperlinked in said email for a refund because it was out of stock and could not be replaced. I did this immediately within minutes of receiving the email. I waited 13 days and heard nothing. I contacted the company again through a request on their website, was told again to send a picture, which I did. It has been another 9 days and I still have heard nothing. This stepping stone was not that expensive but would just like my refund as requested.

  

  Business Response

  Date: 06/03/2024

  We most sincerely regret that the customers order was damaged in transit. We do see that as described by the customer, a request for photo of the damaged item was requested via email. We have not, however, received the requested photo of the damaged item. I will send another request under separate cover to the customer with my direct email address to have the photo sent and will then issue the requested refund immediately upon receipt of the photo. Once again, we do regret that the item was damaged in transit.