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:12/20/2023

  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.

  Paid an additional $15.99 for expedited shipping. Order is in ****** with no chance of making it to *******

  

  Business Response

  Date: 01/02/2024

  We have reviewed the customers order and the associated tracking and do see that the package was mis-sorted and was in ******. We also see, that the mis-sort was corrected by the carrier and the package was delivered on DELIVERED - Saturday12/23/23 at 11:58 AMSigned for by: Signature not required.  Additionally we do see that due to the late delivery and per our Guarantee & Return Policy, the customer was refunded his shipping in the amount of $14.99. We most sincerely apologize on behalf of the carrier and Personalization Mall.

   

• Initial Complaint

  Date:12/12/2023

  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.

  On 12-10-23 I place an order for $69.99 plus $6.89 tax for 5 personalized mugs. I used their free shipping code for all orders over $30. Check out filled in automatically. After the order was placed the $9.99 showed up in the total. I contacted the company on the morning of the 11th, and I was given the run around. They would not credit me the amount overcharged.

  

  Business Response

  Date: 01/02/2024

  We have reviewed the customers complaint and the associated order number 889568882. First, our coupon codes do not automatically apply to a customers order, the customer must enter the code. This customer, did in fact, apply coupon code ********** to her order, however, no shipping was removed as the customer selected our Standard Shipping option at check out which is not covered under the the terms of use on this coupon. The terms of use state Economy Shipping. Additionally, the customer called regarding this issue after the order had shipped which left our Representative no option to change the shipping to Economy and refund the customer the difference which would have been the only option available. This package shipped via the Standard Shipping option and the customer was charged accordingly. As with any coupon, the terms and conditions of use are clearly stated and it is the customers responsibility to read those details prior to placing an order. We are very sorry, however, no refund is due to this customer. 

• Initial Complaint

  Date:12/08/2023

  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 ordered two tumblers and received them with my approved personalization. However, they also included the Personalization Mall trademark. I immediately contacted Personalization Mall, and they told me there is nothing they can do because all of their products include their trademark. This is 100% false because I have ordered from them many, many times in the past, and none of the products I received had their trademark. Additionally, there is no indication on this particular product on their site that a trademark is on the product. Nothing is shown on the images in the page, nor is there anything in the description. I followed up with Personalization Mall stating this, and they have ignored me. At this point, I dont even care to get a refund. I think other customers need to know what they are getting. Absolutely poor customer service on their part. If they are fine with losing a customer for $53.99, thats their prerogative. I will not be buying from them again.

  

  Business Response

  Date: 01/02/2024

  We are sincerely sorry that this customer has taken exception to the branding of our products. Every single product that Personalization Mall or Things Remembered sells bear our name and logo in some form, be it a sticker, a stamp or engraved. This practice is followed by virtually all companies and no disclaimer is required. We sincerely regret that this is the first time that the customer has noticed the branding on our products. While we do not normally accept returns on merchandise manufactured correctly, should the customer wish to return the products we will be happy to issue a refund as a courtesy. 

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20978022
  
  I am rejecting this response because: They are offering me a refund only after I filed a complaint with BBB. These were gifts I ordered for Christmas and upon receiving them, I immediately reached out to get a refund. They promptly told me no and only offered a 20% discount when I strongly voiced my discontent with the products. As stated in my initial complaint, I am not looking for a refund from them. There is no way I can ask to take back the Christmas gifts I gave away to do so. Additionally, their statement that every single product they sell bears their name and logo is absolutely false. They are doubling down by claiming this is the first time I noticed their branding when my friends, family, and I still have previous products I bought from them that show NO branding. If this is something they want to keep claiming, I will ask my family and friends for pictures and videos of what I previously gave them to show this. If their trademark/logo was imprinted in anything I bought before, I would not have raised any issues with my most recent purchase. I am doing this only because after buying from them 10+ times, this is the first time their trademark was imprinted. Again, there was no desire on their part to correct this until after a complaint was brought forth. I do not want a refund or anything else from this company. I just will not be purchasing from them in the future.
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 01/09/2024

  This customer is well within her rights to believe that we have never branded our products which is untrue. Some are simply stickers that can easily be removed so stating that she can produce items without any branding would be of no value. We not only have always branded our items we will continue to do so going forward as do all other manufacturers. We are very sorry that she finds this offensive and hope that she can find a source that does not brand their products.

  Customer Answer

  Date: 01/10/2024

   
  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:12/05/2023

  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.

  Based on images available online, I ordered two items as Christmas gifts. When I received the items, they were of very poor quality and did NOT reflect the craftsmanship displayed online. I contacted them via phone, where I was instructed to email photographs of the items, which I did, and I asked for a refund. Upon receipt, they determined that the items were deemed satisfactory in their eyes and would not refund my money. They offered to remake the items one time but warned that the items could still be the same quality. I responded that I wanted a refund and included photographs of what the items look like online and received no response. I am uploading photographs of what the items are supposed to look like as shown in my order confirmation and what I actually received. The engraving on the cutting board is not visible entirely, is very light and uneven, and can't be seen from all angles as depicted online. And the graphics on the magnet are blurry and pixelated and you can barely see the word "Mom" in the background. You will clearly see that the images in my order confirmation were very clear and nice looking. My order number was *********, under my name, ***************************. I am appalled that they would find these products acceptable. My total order was $88.60, including other items I ordered which were of satisfactory quality. These two items totaled approximately $40.

  

  Business Response

  Date: 01/02/2024

  We have reviewed the customers complaint and the photos provided and have issued a refund in the amount of $41.01 to the original method of payment. The refund will appear in the customers account in ***** hours.  Unfortunately, the very nature of wood products makes obtaining a perfect presentation a variable. This customer was offered a replacement with the understanding that the presentation may not be perfect. 

  Customer Answer

  Date: 01/03/2024

   
  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:12/05/2023

  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.

  Ordered 7 matching personalized stockings on November 12, 2023 I received 2 of the 7 with different shades of burgundy. I contacted customer service and was told that they could not guarantee them to match even if they re did the order. I paid $173.32 for these and I asked for a full refund as they only reason I would have paid this much is to have them all matching. I was told that I could return them but it would be at my expense. Why would I be responsible for paying for a return that wasn't what I had ordered

  

  Business Response

  Date: 01/02/2024

  This customer has been contacted via phone with a detailed message to call **************** update the credit card information as we don't keep card information on our site for customer security,  to receive the requested refund in full. There is no need to return the merchandise and we apologize on behalf of **************** and Personalization Mall. 

  Customer Answer

  Date: 01/04/2024

   
  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.
  
  I received a message that I would be refunded the full amount of $173.32 and that I needed to call in and give a card for the refund.  I did this but the girl in customer service was confirming a less amount and I told her that wasnt correct that I was to receive the full amount and then she said oh yes you are correct.  So I am only accepting this agreement as I was told it would be the $173.32
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/19/2023

  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.

  10/23/23 ordered engraved navigator compass, mahogany. Order #*********. It took some time to arrive and was quite disappointing. The advertisement led me to believe it was mahogany, thus wood, not mahogany colored plastic. For the price I also didn't expect a cheap plastic dollar store compass which falls out. I also couldn't believe the engraving was floored, as can be seen in photo.After sending email without response I called and was told to forget refund. When I said I would contact BBB they said I had to send photo for analysis and determination which resulted in attached email offering only 20% refund.This is absurd, misleading advertisement, inferior engraving and no refund! This is useless to me, it can't be given as a gift.

  

  Business Response

  Date: 12/09/2023

  We have reviewed this customers complaint and the associated correspondence with this order and see that the customer stated that the item in questions was not mahogany wood and instead was a cheap Dollar Store piece of plastic. First and foremost Personalization Mall has an excellent reputation for providing quality merchandise at reasonable prices and the fact is, this item is, in fact a mahogany stained wood that is highly polished and finished to a high sheen.  This information is provided on line in the item description:

  Item # 20325
   Gold plate is engraved with one of 3 inspiring verses or write your own message of encouragement
  Navigator box measures 3" Diameter x 1.5" Height
  Quality constructed of wood with a high-gloss dark mahogany finish
  Design on disc adhered to the inside lid of the compass
  Accented with gold metal finishes to complete the look
  Compass in NOT removeable
  Imported
  Note: A magnetic compass does not point to the geographic north pole. A magnetic compass points to the earth's magnetic poles, which are not the same as earth's geographic poles. This fact means that the north end of a magnet in a compass is attracted to the south magnetic pole, which lies close to the geographic north pole
  Objects to avoid to get an accurate reading: wristwatches, keys, tables with metal legs or steel screws, mobile phones, or heavy framed glasses. Many geological formations and rocks are magnetized and can affect a compass reading, as can electricity power lines

  We then looked at the personalization and the photo did indicate some lighter letters that correspond to the grid lines on the design which is why our ***************** Team deemed this to be correctly manufactured. We are going to elect to find in favor of the Customer regarding the personalization and have attempted to issue the balance of the refund in the amount of $42.18 however, the customer will have to contact us to update the credit card information for us to issue the refund. 

  Customer Answer

  Date: 12/13/2023

   
  Better Business Bureau:
  
  Though the item I received is not quite what they claim, besides the lettering being off the compass does indeed fall out. However, the company did compensate me so in reference to complaint ID ********, the resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/16/2023

  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.

  I placed an order through personlizationmall.com. The order was for "drawn together by love personalized scratch off game." I placed the order of 96 cards on November 8th and was excited to receive the order on November 14th. Upon opening the order, I realized they only sent me 23 of the 96 cards I ordered. I called personalizationmall.com to tell them that I only received part of my order. I spoke with ****** about the situation, and she informed me that her supervisor is only wanting to give me a $14 refund for the portion I did not receive. I advised her that my party will have over 90 guests, and I will be unable to use the 23 cards that they sent, and I would like a full refund. She was very rude and said that's all she could do. I requested to speak to the supervisor, she refused. She said that they only do callbacks. I have yet to receive a call. Not only have I been inconvenienced and have to find another game at the last minute for my party, but I am also stuck paying for a partial order that I can't use. I am requesting a full refund of $38.52.

  

  Business Response

  Date: 12/09/2023

  We are most sincerely sorry for the issue with your order and your unsatisfactory response from our **************** Team. We have addressed this issue internally.  Additionally I do see that you did, in fact, speak with a Supervisor and that a full refund was issued. Once again we apologize that you did not receive the **************** to which you were entitled.

• Initial Complaint

  Date:09/01/2023

  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.

  Terrible customer service. We placed an order with more than 20 items, and since they don't offer a bulk option, we had to enter each item individually. We used PayPal as our payment method, and the payment went through. However, they placed the order on hold and called us, requesting us to verify credit card billing address. We explained that we used PayPal, which doesn't require a billing address. The representative simply said 'thank you,' hung up, and then, just 2 minutes later, they canceled our order without providing any reasons.Since the payment has been successfully processed, they should proceed with the order and stop wasting everyone's time.

  

  Business Response

  Date: 09/29/2023

  We most sincerely regret that our policies with regard to questioning potential issues on orders is not found to be satisfactory with this potential customer. We verify information on all orders that meet our Corporate criteria given that fraudulent activity is so prevalent in the on line marketplace. This potential customer did not wish to be forthcoming with the required information and as a result the order was canceled. As stated on line, we are not obligated to accept an order placed and exercised our right to cancel. 

• Initial Complaint

  Date:07/14/2023

  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 ordered a mohagony compass from personalization mall and received a black compass in July 2023. I called the company and sent a picture and was told I was lying, it isnt black. I was told I could get a refund if I mailed it back to them at my expense. I am still working at age 69. $71.00 is alot of money to me. The associate was rude and unreasonable. I am giving this to a sailor who is fond of mahogany. The item number is *********.

  

  Business Response

  Date: 07/20/2023

  We sincerely regret that the customer is unhappy with her purchase. We reviewed the order and both conversations with our Representatives as well as the photo of the item provided by the customer and preview that was approved at the time of purchase. We have found that the photo of the product received matches the preview that the customer approved at the time of purchase and can confirm that the item is in fact mahogany.(photo provided and preview attached)  This is a mahogany base, with a very high gloss finish which deepens the mahogany color. We always endeavor to provide our customers with all the information necessary to make an informed purchase and to that end we provided the following:

  Item # 20325
   Gold plate is engraved with one of 3 inspiring verses or write your own message of encouragement
  Navigator box measures 3" Diameter x 1.5" Height
  Quality constructed of wood with a high-gloss dark mahogany finish
  Design on disc adhered to the inside lid of the compass
  Accented with gold metal finishes to complete the look
  Compass in NOT removeable

  We then compared the photo of the mahogany compass received to our black compass and found a very definite difference. Therefore, after careful review, we did provide a mahogany compass.  Additionally, neither Representative was rude and both apologized for the customers dissatisfaction with the product. We normally do not take returns on merchandise manufactured and provided correctly, however, should the customer wish to return the merchandise at her own expense, we will issue a Store Credit in the amount of the merchandise so that the customer can purchase something that she may like better. We regret that the customer was not satisfied with her purchase.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20318241
  
  I am rejecting this response because:the disc that the writing was put on is gold however the compass is black. The first store associate was rude. The second one was nicer. I know black from mohogany. I had to give the compass to the person it was made for even though it was wrong. I still want a refund and not a store credit. You did not give me what I ordered. Dont you think its possible that a mistake was made and someone put a gold disc on a black compass?
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/27/2023

  We have provided photos of the preview and the photo provided by the customer.  They are the same. The customer is convinced that she received a black compass and all the evidence that it is mahogany will not change this customers perspective. The customer can return the item at her own expense to Personalization Mall and we will inspect the product and if an error was made we will refund the purchase and if not we will issue the offered Store Credit for the merchandise only. 

  Customer Answer

  Date: 07/27/2023

   
  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:07/13/2023

  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.

  On their web page they show a garden memory stone! It looks like a real stone, that you can have a name, year of birth and death. Looks really good. I order it for my deceased son place. When I received it, its made of some kind of foam and is hollow. Called Company, stated they did not take re-turned items. cost me *****.

  

  Business Response

  Date: 07/20/2023

  We sincerely regret that the customer is unhappy with his purchase.  We always endeavor to provide our customers with all the information necessary to make an informed purchase and to that end we provided the following:

  Item # 8231-N
  Personalize with loved one's name and memorial years next to ****************
  Choose from two quote options
  Flat on reverse side, center is hollow
  Made for outdoors, but recommended to bring in during inclement weather
  Crafted with the look of real stone; variations in color and texture may appear
  Measures 1.5" H x ****" W x 7.5" **************** of resin

  We indicated that the item was flat on the reverse side and center is hollow and that the item is constructed of resin.  The customer received exactly what was described and we are very sorry that those details were missed during the ordering process. As a one time courtesy, should the customer wish to return the merchandise at his own expense we will issue a Store Credit so that the customer can purchase something that he will find more to his liking. We believe that to be a fair and equitable resolution.