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:04/11/2023

  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 personalized Oversized Day-You-Were-Born birthday card for a relative from personalizationmall.com. The card was received this past Friday by the recipient. All of the information on the inside of the card, including the personalized message, the recipients complete date of birth, the recipients complete name, and the recipients age were all printed on a label and the label was stuck on the outside of the package for the entire world to see. The recipients name and address only was also put on another separate label and the two labels were placed together on the outside of the package. There was no thought to privacy and confidentiality regarding the name, date of birth, age, and private personal message. The recipients birthday is next week and she is the type of person who takes joy in opening cards and gifts on the day of her birthday. That joy has been taken away from her. The recipients personal information has been breached by personalizationmall.com. Not only is she upset with me for ordering the card from personalizationmall.com, but she and I are both outraged with personalizationmall.com for their total disregard and lack of respect for privacy and confidentiality. How can the recipient now have a happy birthday? Had personalizationmall.com disclosed on their website that when buying the personalized card, an individuals personal identifiable information would be put on the outside of the package for the world to see, I would never have ordered this card. Order #********* On Friday, 4/7/2023, I talked with a company representative who said she would refund the amount of the card. I told her I would like a letter of apology. She said she would call me back on Monday. I did not receive a call on Monday. I would like a letter of apology sent to me and the recipient.

  

  Business Response

  Date: 04/11/2023

  Dear Customer, 

  We regret that your recipient was troubled by the package label and for any discomfit that she experienced; by reviewing the account it appears that you were contacted by a Supervisor and her intention was to speak to our operations team and corporate office to ensure that your issue was addressed, although I cannot speak to the reason for there not being a return call as promised be assured that your concern will be address and someone will reach out. It was certainly not the intention to spoil your recipients birthday and going forward our efforts to protect customer information will be enhanced by your feedback. 

  Sincerely, 

  PersonalizationMall.com 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19920978
  
  I am rejecting this response because: the response is vague as to when someone will reach out and it does not appear whoever wrote the response reach** out to find out why a return call was not made on Monday. Today is W**nesday and there still has not been a return call. I feel because of the issue involv**, someone from the corporate office should write me a letter of apology on corporate letterhead and it should be sign** by a corporate official.  Since the BBB does not want any personal identifiable information in its correspondence, the name and signature can be x-** out in the BBB correspondence, but I would like a copy of the letter with a signature sent to my email address on file.  

  Thank you. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/25/2023

  This issue has been addressed with a response and apology we have reached out to the customer and at this time there is no more to be done. 

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19920978
  
  I am rejecting this response because: the company has not reached out to me.  No one ever called me back, nor did I receive a formal letter of apology.  I would like to get a formal letter of apology as outlined in my prior response to BBB.  Can this complaint be sent to the *** of the company?

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

  

  Business Response

  Date: 05/15/2023

  Dear BBB, 

  We have responded to this complaint and forwarded it appropriately for response. It is regretful on our part that this caused the customer dissatisfaction and as we offered a sincere apology there is nothing more to offer; the customer requested a written apology and that will be the next step as far as someone calling back there was  a call with a supervisor and notes to the effect for follow up pending. 

  Best regards, 

  Personalization Mall.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 19920978
  
  I am rejecting this response because:

  (1) Personalization Mall states they have responded to the complaint and forwarded it appropriately for response.  Well, whoever they forwarded it appropriately to did not respond to me.  I have not been contacted by anyone from Personalization Mall since corresponding with the BBB. The supervisor I spoke with said I would get a call the next day; I never got it.  

  (2) I requested a written letter of apology.  I never got it.  I truly believe that when the BBB closes this file, I will hear nothing from Personalization Mall.

  (2) Personalization Mall states they have offered a sincere apology and there is nothing more to offer.  I disagree.  All I was seeking is that senior management, even the **** know what is going on at the lower levels. They should know every time a customer's personal information has been compromised. This has not only happened with me.  I have had interaction with another customer who had the very same issue with Personalization Mall.   So it is not just a one-time issue.  It appears to be a practice.  At this point, I believe that if you close this case, senior management at Personalization Mall will probably never know that this identity compromise ever happened and that is very unfortunate. I think if this case is closed, this entire written conversation should be a matter of record under Personalization Mall's records.

   

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

• Initial Complaint

  Date:04/04/2023

  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 purchased an item from this business wanting all my grandchildren names on it. Received item it was missing one name. Emailed them they sent replacement this time two names were missing. Emailed them they sent email stating that I could repurchase the item for 50% of minus shipping. That is ridiculously insane being that I have already purchased the item and paid shipping ?? They made the errors so why should I have to repurchase it. Wouldn't the right thing to do replace it with what I ordered or refund??? I will not recommend them to anyone!!

  

  Business Response

  Date: 04/05/2023

  Dear BBB,

  We regret that the customer experienced frustration in completing  her order, but upon review of the order from initiation we have attempted to correct the error although in fact it was not an error on our part; the customer completed the original order on our website and would have received a confirmation immediately upon checkout, there were several request for changes and following policy we offered a 50% discount on the remake which is customary in instances where a personalization error is made which was the case here since we cannot accept returns of personalized items. In this case we made an exception for a customer who has made multiple orders over time and recreated the item with the missing name and the customer still wasn't satisfied. We regret that the issue cannot be resolved to her satisfaction but have produced, shipped and delivered this item now 2 times and cannot seem to satisfy the issue. 

• Initial Complaint

  Date:03/22/2023

  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 purchased two personalized eggs for my grand-daughters. When I received the product I was displeased as the printing on the item was off exposing the wood in the background. It makes the eggs look burnt almost due to this printing issue. I contacted the office was told to email them at a specific email. When I did email with photos I stated I just wanted it reprinted and resent. I received a rude email stating that they don't feel it is poor quality and it meets their criteria. However all their advertisements do not show items with poor printing like my item. If this is "quality work" then the advertisements must show this in their items with poor printing and mistakes. I would NOT have purchased this item with the true quality of their work. BE CAREFUL!!

  

  Business Response

  Date: 03/23/2023

  Dear BBB, We regret that the customer's order did not meet her expectation and that the communication in attempt to resolve the issue left a negative impact, the customer has been issued a refund for the full purchase as she requested in her most recent email but not because she threatened to complain publicly,but because as we detailed in our response to her expressed issue the specific application may not result in any greater satisfaction since with ornament was produce within the parameter of design. We regret that we were unable to meet the customer need but we hope that the FULL refund will bring this matter to a close. 

• Initial Complaint

  Date:03/18/2023

  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 12/23/2022, I selected 3 blankets, personalize them, and placed them on my online cart. Personalization Malls online business system displayed a price of $108.07 as the total price for the 3 items in my cart, and when I clicked purchase, I later discovered that I was charged a higher price of $154.69 (Order No. *********). Although I made the purchase on 12/23/22, it was processed on 12/24/22. When I brought this discrepancy to the companys attention on 1/4/23, they acknowledged that their system sometimes takes discount codes that are not sanctioned or generated by the Company, and that it has actually honored one of these irregular discount codes in a recent purchase I made on 12/16/22, but that the company will not honor it for this purchase. I informed the Company that when I noticed the discrepancy in price displayed vs. price charged, I immediately went back online and entered the same order, using the same discount code. I then took screenshots of this duplicate transaction, which includes the exact same order and was also generated on the same date of 12/23/22, just later in the day once I discover the overcharge. The same price I was shown as the total of my Cart is repeated in this new mock purchase, which again includes the exact same order. I took the screenshots to provide evidence of this discrepancy. A merchant's online ordering system should not accept a discount code for pricing, up to the purchase decision, and then disregard the code after the customers purchase by simply charging the undiscounted price on the invoice. The company acknowledged that this may have occurred when I spoke with ***** on 1/4/23 in the customer service ***** She agreed to give me a partial refund for shipping in the amount of $27.52, but even this accommodation was a misrepresentation, since I later discovered that a refund of only $14.83 was applied to my account. Failing to provide a full refund of the difference is an unacceptable business practice.

  

  Business Response

  Date: 03/19/2023

  Dear BBB, 
  
  The customer's contention that they were charged erroneously is not in fact the case and in the instance that they now chooses to expect free shipping is disingenuous, the customer was given the clear disclosure during the purchase process that each item was subject to a surcharge of either **** or **** economy or express (due to size + bulk) further the customer states that they were offered a credit for "partial shipping" well the "part" of the that was representative of the applicable  but apparently overlooked surcharges was credited on 1/5/2023 so if the customer expected a credit of 27 dollars then she would have paid no  shipping that is not what she was offered they was charged appropriately. This concern was addressed in January and after the customer filed a chargeback dispute and was unable to find satisfaction there, we come to respond to the grievance here regretfully. PersonalizationMall.com is a Mid-West based company that deals fairly and openly, displays pricing and shipping rates on our website including disclosures about surcharges, it can be easy to overlook if the consumer is not reviewing more than price and color but we have total price upon checkout and in confirmation. We regret that this customer felt somehow misled but upon review of the account there were steps taken to improve the customer experience as a courtesy on our that evidently were not enough. 

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19617565
  
  I am rejecting this response because:

  As far as I am concerned, the business reply is unresponsive. They claim that this dispute arises from my failure to note the shipping terms. I have made 15 orders from this company over the last year and I know their website and its terms well. I never asked for a reduction in the shipping terms or a discount on the purchase. The focus of my complaint is that a discount code was accepted by their purchase system which gave me a discounted price of $108.07. In fact, I did not care whether it was a merchandise discount or shipping discount, both of which I have hitherto received from the company. Sometimes the discount codes variably include shipping and merchandise discounts or both. I noted the price displayed just before clicking the final confirm purchase button. When I received the order confirmation invoice via email, I noticed a different price.I immediately went back and entered the same details and placed the items in the online CART, and I again enter the discount code, and the earlier, lower price appeared again. Thats when I took the screenshots to show the discrepancy, i.e., that the discounted price offered and the priced charged to my credit card were different.

  
  The company does not even address this issue, which is the heart of the complaint. It is a misrepresentation to offer a price just before final confirmation, and then to ignore the discount and charge an entirely different price. I only mentioned the shipping charge because when I contacted customer service, I was informed that as an accommodation they would refund the shipping charges. They did not say a partial refund of shipping, so that was an unfortunate miscommunication on their part. They claimed it was on a recorded line, so perhaps they should go back and listen to the conversation again.

  
  My central complaint is on their customer service reps ************** that sometimes discount codes are accepted by their system, and that a similar code like the one I used here, was in fact honored in the past for an order I made just 2 weeks earlier, but that they would not honor it in this instance. It is not incumbent on the customer to determine which codes are acceptable and which are not, if the merchants system accepts the online generated discount code. Why would a customer go to such lengths to reorder and take screen shots if there was not something suspicious that was brought to the customers attention?
  Some of these online generated discount codes that have been used for similar purchases with this and other merchants come from ******************** and various other discount programs. As a customer using these discount codes, how am I to monitor which codes are irregular and which are acceptable. It is standard practice that the merchants system makes that determination, and conveys to the consumer when a code is invalid, expired, etc. Clearly the system cannot accept a discount code for pricing up to the purchase decision, and then disregard the code after the customers purchase by simply charging the undiscounted price on the invoice.

  
  It is most interesting that the merchants reply claims that I am being disingenuous for expecting free shipping, which I never requested. I requested that they honor the discount codes their systems accepted when calculating the final pricing of my order (whether it includes free or partial shipping or any other discounts),and that it is not acceptable to charge a price higher than offered without the customers prior consent. If the system simply rendered the discount code invalid, I could have looked for another code or decided not to purchase the items or decided that the higher price is acceptable. I was deprived of these choices, and I am especially concerned that this may be happening to other customers as well who may not have noticed the different price. Why am I especially concerned? Because the merchants reply conveniently ignores this fact which is the primary basis of the complaint and ventures off on a diversionary tactic of discussing something I raised as a secondary issue to bring attention to another misrepresentation made to me by their rep, which only reinforces the cavalier approach this merchant takes when dealing with customers. They could have informed me that the refund was for part of the shipping price charged, rather than informing me that the shipping price would be refunded. Why did they not address the discount code issue or the multiple screen shots I attached.

  
  So, I am not satisfied with the merchants reply because they do not address or comment at all on the flawed online ordering system that accepts discount codes for determining a final price, and then charging an undiscounted amount on the customers credit card. The fact that I filed a dispute with my credit card company about this same matter reinforces the seriousness of my concern about how I was treated by this merchant, yet they are using that fact to somehow suggest that I am just a disgruntled and dissatisfied customer. The same customer who made 16 purchases from them over the last year. That would suggest that I like this company and their products, and that remains so today. I just find it unacceptable to not be able to trust that the price displayed is the price charged.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/23/2023

  Our response does not change Dear BBB, 
  
  The customer's contention that they were charged erroneously is not in fact the case and in the instance that they now chooses to expect free shipping is disingenuous, the customer was given the clear disclosure during the purchase process that each item was subject to a surcharge of either **** or **** economy or express (due to size + bulk) further the customer states that they were offered a credit for "partial shipping" well the "part" of the that was representative of the applicable  but apparently overlooked surcharges was credited on 1/5/2023 so if the customer expected a credit of 27 dollars then she would have paid no  shipping that is not what she was offered they was charged appropriately. This concern was addressed in January and after the customer filed a chargeback dispute and was unable to find satisfaction there, we come to respond to the grievance here regretfully. PersonalizationMall.com is a Mid-West based company that deals fairly and openly, displays pricing and shipping rates on our website including disclosures about surcharges, it can be easy to overlook if the consumer is not reviewing more than price and color but we have total price upon checkout and in confirmation. We regret that this customer felt somehow misled but upon review of the account there were steps taken to improve the customer experience as a courtesy on our that evidently were not enough. 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19617565
  
  I am rejecting this response because all they are doing is repeating the same nonsense about my seeking free shipping and ignoring the underlying nature of my complaint. In every instance, I have consistently described in detail the circumstances surrounding my concern that this company's online website accepts discount codes that then display a discounted price prior to the final confirmation of the purchase. After the purchase, the company ignores the discount and charges the customer an undiscounted price on their personal credit card. The purpose of my complaint is to inform other customers of this merchant's fraudulent business practices. I am now using the word "fraud" rather than misrepresentation because I have now repeatedly brought the purchasing system flaw that over-charges customers to their attention, and in every reply their simply ignore the primary concern I have raised. They have not stated that their system does not accept discount codes that are later ignored when the customer's credit card is charged, or that it did so in the past but has now been remedied, or that they are investigating and will request that their IT staff attempt to identify and fix the problem so that other customers do not have a similar experience.

  
  This merchant seems to think that the BBB will simply just let us correspond back and forth until I go away. I hope that is not the case. Why does the Merchant not dispute the screenshots of the order I replicated to show that merchants online system generated a discounted price of $108.07, but the invoice emailed after the transaction confirmation shows that I was charged $154.69, a roughly 43% increase over the price I was shown prior to confirming my order? If it were just a few dollars more, I might have failed to catch the overcharge, as I imagine other unsuspecting customers may do regularly. That's the point of my pursuing this complaint.

  
  Clearly if the merchant does not even address the reason for my concern (especially when the price offered and confirmed,compared to the price charged, is a difference of $46.62 on a $108 transaction) why would anyone think that they would care about customers overcharged by a lesser amount. They not only fail to acknowledge the problem, but they also do not even discuss the issue at all in their replies. Consider that if hundreds of customers are being similarly treated but are unaware that they are being overcharged, that is quite profitable and would give the merchant every incentive to ignore this flaw in their system. That is the point of this complaint and, quite frankly, I have never seen a negative review or complaint like this where the company keeps replying but ignoring the nature of the complaint entirely. That shows a callous disregard for the truth and should make clear that they have no intention of correcting the system flaw. Consequently, customers who place orders with the company should be aware of this situation so they can be diligent to carefully check that the price charged on their credit card is the price offered prior to order confirmation. 
  

  This merchant keeps using the diversionary tactic of redirecting the staff at the BBB to some notion that I wanted free shipping. I wanted whatever the discount code I used stated I would receive. When I called the merchants customer service to complain, and they acknowledged at least to me that their system does make this mistake, they offered to refund the shipping cost. I only noted that afterwards, when I saw the debit come through on my card, there was only a partial refund of the shipping price.  I am not complaining because I did not get total free shipping, only that if they were going to refund only partial shipping, why not say so.  This was merely to show yet another misrepresentation, but if was not shared with the BBB because I'm upset that I did not get total free shipping. This is really just an ancillary matter, and I think the staff member who is replying on behalf of the merchant is well aware of that point. I did not ask for any partial refund. I demanded a complete refund of the difference between the price listed before confirmation and the price charged on my credit card. Of course, I filed a dispute with my credit card company, who wouldn't. But that has nothing to do with the merchant's failure to address the flaw in their system.  I do not need the BBB to do anything further for me regarding this complaint as my primary purpose was to bring it to the attention of potential customers. If the BBB staff member assigned to this case cannot see this merchant's attempt at obfuscation, and repeated failure to even address the core issue of the complaint, then this entire process is an exercise in futility. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/13/2023

  Type:Billing 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 have ordered from this company for years and never had a problem. This Christmas I placed an order for some personalized gifts. I received a duplicate order and was charged twice. I requested that a refund be issued as it was not my error.The company responded that they would only give me a store credit which was not satisfactory. Upon reaching out numerous times to get a resolution, no one from their customer service department has reached out.Sadly, I will no longer be giving this company business

  

  Business Response

  Date: 03/14/2023

  Dear BBB- In reviewing the customer's purchase records it seems that she is referring to two purchases made in December one on 12/9 and 12/11 which in fact do have similar items but these were separate purchases made days apart and although the totals are close there is no duplicate charge in this matter; the customer completed these purchases on the website. The items in each order were personalized and per our policy unless there is an error in manufacturing or defect personalized items are not refunded, we did make an offer of compromise of store credit for this long time customer simply as courtesy, which was rejected. We produced and delivered these orders in good faith and still received a chargeback when there was no error on the part of PersonalizationMall.com. It is regretful that even though the customer created 2 distinct orders the route to resolution has come to a dissatisfactory end for both parties; we regret the customer did not review the confirmation that she would have received immediately upon check out for the first order as that *** have avoided an issue.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19589820
  
  I am rejecting this response because:I received the identical order twice. It was not my error and I did not place the second order. Its unfortunate that a company resolve an issue for a customer. I will no longer shop with the company.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/20/2023

  Despite the customer's insistence these were not identical orders they are made on 2 different days with confirmation sent immediately after check-out in each incidence; as well the personalizations are not identical in each order the customer is obfuscating the facts by continuing to contend that this is somehow an error on our part, there is nothing more that can be said the most straightforward explanation has been provided. We regret that the customer is not satisfied. 

• Initial Complaint

  Date:01/22/2023

  Type:Billing 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.

  12/12 my bank statement got charged $62.38 and it was supposed to be credo back on my charge card not charge .I called on this situation area times would like it taking care of the number is 2469216PJ39LMQWB2.

  

  Business Response

  Date: 01/23/2023

  Dear Customer,

  We sincerely apologize for any inconvenience, after review of your account it appears that a full credit in the amount of $62.38 was indeed issued on 12/27/2022, this was done as a courtesy for your loyalty as the order was produced, shipped and delivered in good faith. 

  We request that you review your bank statement again to look for that credit. Please see the attached details. Thank you for the opportunity to resolve this issue. Best regards, Personalization Mall

• Initial Complaint

  Date:01/13/2023

  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.

  Sir/Ma'am, I placed an order through the website in November for Christmas presents for my family and friends. Over a month passed and I wrote to the company and they said "Your shipping investigation has concluded and it has been determined the shipping carrier was unable to locate and correctly deliver your package. We can, at this time, provide you with a replacement at no charge, or a refund, whichever you prefer. Please advise by return your decision." I responded to them to process the refund, to which they wrote back "This our has been reviewed again by our ******************* and we will not refund it". I was quite shocked, as they'd just promised me a refund and now they went back on their word. Fast forward to another month passing and I wrote back again, and now they're saying I need to call an ******************************************** update. I am an active duty soldier serving overseas. I placed my orders in November in order to get them in time. I paid through the personalizationmall.com website. What kind of customer service goes back on their word, refuses to honor what they said, and now wants me to stay up until 2am to call, just in the hopes of maybe getting my money back? I didn't place an order over the phone, so why would I need to call to refund it? I've been a loyal customer for over 10 years but will never order from this site again unless someone makes this right. Order number *********.

  

  Business Response

  Date: 01/17/2023

  Dear Customer, 

  We sincerely apologize for the experience and we reiterated the offer of refund on 1/11/2023 with a request for you to contact us to update your payment information as we do not retain customer payment information beyond a specific date for security purposes. 

  If you will please contact customer service at the number in the email we can resolve this issue and avoid you experiencing any additional inconvenience. 

• Initial Complaint

  Date:01/04/2023

  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.

  THE ORIGINAL order was placed on OCT 27, 2022 the item in question was missplled, it was then replaced with the ssame item with the correct spelling but was broken based on quality control, I sent the requested pictures, and a replacement was sent with the item mispelled again, I realized before item was sent based on an email received on 12/28 from customer servicestating the item was on its way, I immediately responded to the email informing Pmall that the replacement item was spelled incorrectly, now if the company was professional and did its due diligence when replacing items according to THEIR records that everything is correct, so the item is received on 1/3/2023 spelled incorrectly and this is where I feel that the representatives of this company in particular, this last representative ******, was totally unprofessional and down right rude, she even hung up on me saying you need to sennd the picture to someone else, this is the synopsis of the conversation: I am sending this as the rep refused to send the picture that she requested of the item being spelled incorrectly she was the rudest representative I've ever spoken to at pmall I am reporting this incident to the BBB specifically because of ****** who refused to give me her last name initial and the customer service that she didn't provide the replacement item was spelled incorrectly and before it was even shipped I sent the previous representative at customer service on 12/28 informing them that they were sending an incorrect spelled item and sent the correct spelling on 12/28 because the item that had the correct spelling on it was broken due to either quality or shipping needless to say Pmall has definitely lost a dedicated customer who overall loved the products and yes some have been inferior but after this customer service experience I am done and either want the item replaced with correct spelling or a refund thank you

  

  Business Response

  Date: 01/06/2023

  Dear Customer, 

  We understand that the customer experience is extremely important and want to express regret for the handling of this issue. At this time we are offering you a refund for the item in question and ask that you contact us to update your payment information so that we can apply the refund back to the payment source. These details have been noted in your account and you should have no further issues getting this issue resolved. We apologize for the interaction and appreciate you as a customer. 

• Initial Complaint

  Date:12/28/2022

  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.

  4th EMAIL.... Where is my order? It was guaranteed by Christmas and according to FED EX they never received my package but you saw fit to take my money of $75.92. This order contained a stocking for my granddaughter's first Christmas and you ruined that surprise for me. The other 3 stockings were pictures of my grandsons and now that will be outdated to put out for next year. I want a refund of those 3 stockings plus my shipping cost but I still want the baby's first Christmas and that is a keepsake. I WANT THIS ADDRESSED IMMEDIATELY

  

  Business Response

  Date: 12/29/2022

  We have reviewed this order and the associated tracking and see that the package is delayed due to multiple adverse weather issues. Per our Guarantee & Return Policy the shipping charges in the amount of  $16.99 have been refunded to the original method of payment. The carrier has indicated delivery on or before December 30, 2022 due to backlog at the sorting facility.  While we sincerely regret these delays, adverse weather is a situation that is beyond the control of the carrier and PersonalizationMall.com.  

• Initial Complaint

  Date:12/27/2022

  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 (as I have many many times with Personalization Mall) last week and I paid way extra for "Christmas Delivery," which at that point was showing Friday, Dec 23. December 23 came and no package, no nothing. I called, spent a ton of time on hold and finally gave in to the system to do a call back. It was supposed to be 30 mins per the prompts, but it took hours. I finally got a call and the person I spoke with was not only unhelpful, but basically told me they weren't going to do anything. The only thing she would even consider, her words, would be 25% off the order, which didn't even cover the shipping costs, again, her words. I've spent a ton of money with *****, year-in and year-out and I've scaled it considerably the past couple years because of callous "service" like this. To be told they weren't going to do anything and whenever my package gets here it gets here, is uncalled for and unprofessional.I understand they don't physically deliver the product, but then don't advertise and charge people excessive costs for shipping (which is more than likely another profit center for them) and then not back up or do a make-good if things are not fulfilled. My order was not fulfilled by the listed date, nor was it fulfilled days later.I'm quite disgusted by what has happened to ***** and I get it's a busy time of the year for all, but then staff up and figure things out, you're a business, act like it. Don't just absolve yourselves and tell your customers you don't care.

  

  Business Response

  Date: 12/29/2022

  We have reviewed the order and the associated tracking and do see that this order arrived on December 27, 2022 due to adverse weather conditions.  The shipping cost in the amount of $29.99 was refunded to the original method payment on the order.  We do apologize that the customer is not satisfied with our **************** and the extended wait time. 

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18645453
  
  I am rejecting this response as it's not nearly enough for this ridiculous experience.  Furthermore, I finally received the items that came super late and the box and items were damaged, they weren't even properly packaged.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 01/11/2023

  Dear Customer all of the actions taken to resolve this issue including a partial order credit were done to try and improve your experience which was impacted by forces beyond our control. Per policy a credit for adverse weather or shipment delays due to adverse weather was not give but the compromise was made to offer you something. We regret that the effort was not satisfactory but your order was produced and shipped in good faith and our position is no additional adjustment is warranted in this matter. 

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18645453
  
  I am rejecting this response because:

  This is not an acceptable response or action by the company, beyond the shipping issues, the items finally arrived damaged and support has done absolutely nothing to support me.  This is not in any way an acceptable outcome.

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

  

  Business Response

  Date: 01/17/2023

  Dear Customer,

  You have received a full refund for this order $29.99 was applied on 12/29/2022  for the shipping even though the delay was not the fault of P-Mall but an issue of inclement weather; additionally the full cost of the order $78.86 was issue on 1/12/2023; subsequent to that we have offered a sincere apology and at this point have no other remedy to offer.