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:12/08/2022

  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 November 25th 2022 I ordered two blankets from Personalization mall.com, (order # *********) personalized with names of families to whom they were intended as a Christmas gift. I understand that personalized items may not be returned, however, both of these blankets came with major inconsistencies in fabric, looking absolutely terrible, I would feel embarrassed to gift. I contacted company and included several pictures, but got unsatisfying respond back, telling me that minor inconsistencies are normal. I let them know that I am asking for full refund since description and picture on their website is deceiving, and what I got is not minor but a major flaw or inconsistency in fabric, and as such is unacceptable. They responded with an offer of 20% back to my cc. which I am not satisfied with since both blankets are useless, I cannot gift them, and I won't donate blankets with family's names on them. It's a total waste. I am asking for full refund. Btw, several years ago I purchased same personalized blanket from this company and blanket looks great.

  

  Business Response

  Date: 12/28/2022

  We have reviewed the customer order and understand that she has in issue with the two blankets that she purchased. She provided photos of only one of the two blankets and the photos show a wrinkling of the material where the nap is moved in the opposite direction and white from the background is showing.  See photo attached.  The wrinkling is very normal considering that the item is placed in a plastic back to protect it during transit and that the movement from transport wrinkles the material.  We recommend that the item be placed in the dryer with a damp cloth to remove the wrinkling effect. In the event that the wrinkles do not fall out we would, of course, review the item and make additional resolution as necessary. We provided that information and given that the customer was not pleased with her purchase we offered and provided an additional 20% discount which was applied to her account although the merchandise is not defective. The customer then filed a chargeback with their financial institution and we are in the process of resolving that at this writing.  Additionally, the customer is comparing the blankets she just purchased with blankets previously purchased, however, she never purchased other blankets from PersonalizationMall.com. We are very sorry that the customer is not pleased with her purchase but do believe that we provided a fair and equitable solution

  Customer Answer

  Date: 12/29/2022

   Complaint: 18534565
  
  I am rejecting this response because: 

  I sent several pictures to them of both blankets and offer to send more if necessary.

  They never instructed me to put blankets in a dryer, they actually wanted me to wash them, and I was not comfortable washing in case they refuse to take them back because they've been washed. I have emails to prove that. However, I did wash them since and there is no difference in how they look. It definitely has nothing to do with packaging. It may be normal for that type of material, but the blankets are defective, and I cannot give the blankets as a gift as it was intended. 

  Also, I DID NOT file chargeback, so that's a lie. I would appreciate documentation to back up that claim.

  And I DID purchase same gray blanket from them, I still have it and the blanket has my family names on it and Personalization Mall tag on the back, all this easy to prove.
  I am attaching..... 1st picture red blanket before washing, 2nd picture red blanket after washing, 3rd picture previously purchased gray blanket from Personalization Mall. 

  Unfortunately, this company has no interest in resolving this issue, and what is even more upsetting is lies they are using in their respond, even though everything is easy to prove. I am requesting full refund because I have no use of the blankets since they are personalized and were supposed to be a Christmas gift. 

  Thank you,

   
  ***************************

  

  Business Response

  Date: 01/11/2023

  Dear Customer 

  Evidently the attempt to resolve this issue was unsuccessful on our part including the offer and acceptance of a 20% discount. Understanding your position on nature of the item as a gift the opportunity to rectify or resolve with the solutions offered leave us at impasse. The nature of ********** is variable in nap and can appear crease after being in packaging and going through the printing process but can be improved by fluff or ************** and are not defective. We regret that this was not acceptable as an option.

• Initial Complaint

  Date:11/29/2022

  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.

  PersonalizationMall advertised a one to two days turnaround time to receive paid orders ($139.93). This is a false advertisement. I placed an order with PersonalizationMall (Tracking # ************) on November 11, 2022. It is now November 29, 2022. I have no idea where my order is now. The tracking number PersonalizationMall provided consistently shows "Unfortunately we are unable to retrieve your tracking results at this time. Please try again later." PersonalizationMall should have this order shipped to its destination expeditiously (priority mail) at PersonalizationMalls expense. It appears that Personalization Mall is not affected when customers request assistance from Better Business Bureau (BBB).

  

  Business Response

  Date: 12/11/2022

  We are sincerely sorry that the customer mis-read the information on the website.  The statement "Ships in 1-2 days" is not for any shipping option other than our Rush options.  Shipping to **** is a stated **** business days which is clearly shown on the shipping option selected at the time of purchase. Additionally, the package was returned due to an address issue due to damage to the label and was reshipped on December 1, 2022. The package reached the depot and was sent on to **** with an expected delivery of 1/3/23. As a result of this delay, per our Guarantee and Return Policy stated on line we have refunded the shipping cost in the amount of $33.97.  We are sincerely sorry for the delay and apologize on behalf of the carrier and PersonalizationMall.com for the late delivery.

  Customer Answer

  Date: 12/16/2022

  This is absolutely a fallacy, and one of PersonalizationMall tactics to falsify their advertisement and mislead customers and BBB. Whether they claim 1-2 business days or **** business days, the items on the receipt PersonalizationMall provided to BBB clearly showed November 7, 2022, Order ID: *********, of when this order was created and completed, but it is now December 17, 2022. Clearly the information attached to this complaint by PersonalizationMall does not require additional evidence of false advertisement on their promise to deliver 1-2 business days or **** business days.

  This is absolutely a fallacy, and one of PersonalizationMalls tactics to delay their ill process of delivering products on time. The items in this complaint have not departed PersonalizationMall's depot to be delivered to the address in **** as of December 17, 2022. 

  Again, I placed an order for the cost of $139.93, (Tracking # ************) with PersonalizationMall. I have no idea where my order is now. The tracking number PersonalizationMall provided consistently shows "Unfortunately we are unable to retrieve your tracking results at this time. Please try again later." PersonalizationMall should have this order shipped to its destination expeditiously (overnight) at PersonalizationMalls expense. It appears that Personalization Mall is not affected when customers request assistance from Better Business Bureau (BBB).

  Regards,

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

  Customer Answer

  Date: 12/30/2022

  Complaint: 18476638
  
  I am rejecting this response because:
  
  

  PersonalizationMall indicated I misread the information on the website indicating The statement Ships in 1-2 days is not for any shipping option than our Rush Options. Shipping to **** is a stated **** business days which is clearly shown on the shipping option selected at the time of purchase.

  This is absolutely a fallacy, and one of PersonalizationMall tactics to falsify their advertisement and mislead customers and BBB. Whether they claim 1-2 business days or **** business days, the items on the receipt PersonalizationMall provided to BBB clearly showed November 7, 2022, Order ID: *********, of when this order was created and completed, but it is now December 28, 2022. Clearly the information attached to this complaint by PersonalizationMall does not require additional evidence of false advertisement on their promise to deliver 1-2 business days or **** business days.

  PersonalizationMall indicated, Additionally, the package was returned due to an address issue due to damage to the label and was reshipped on December 1, 2022. The package reached the depot and was sent on to **** with an expected delivery of 1/3/23. As a result of this delay, per our Guarantee and Return Policy stated on line we have refunded the shipping cost in the amount of $33.97.

  This is absolutely a fallacy, and one of PersonalizationMalls tactics to delay their ill process of delivering products on time. The items in this complaint have not departed PersonalizationMall's depot to be delivered to the address in **** as of December 28, 2022.

  Note: PersonalizationMall had the package all this time in their delivery process. PersonalizationMall could not deliver the package to the address provided in *********, ****; instead, PersonalizationMall sent the package to the billing address in ***********, *****. The package never made it to its destination in *********, ****. It is obvious Personalization Mall is not affected when customers request assistance from Better Business Bureau (BBB).

  Settlement Request: PersonalizationMall should refund 50% of the cost of the items in the package as the package never made it to its destination in *********, ****.

  Regards,

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

  

  Business Response

  Date: 01/11/2023

  Dear Customer we have endeavored to resolve this issue and never at any time did we obfuscate the facts contrary to perception we do strive to satisfy our customer's in this case that involves an international shipping when it became problematic to deliver the package to **** we owned the issue, followed the policy and refunded your shipping ultimately sending the returned package to an alternate address where it was ultimately delivered. We apologize sincerely for the unfortunate circumstance and regret that the incident has cost you as a valuable customer. 

   

  Customer Answer

  Date: 01/14/2023

  Complaint: 18476638
  
  I am rejecting this response because:

  
  I do not think PersonalizationMall made an effort to resolve the issue concerning this package (2ea. Robes). I do think PersonalizationMall did obfuscate the facts (1 to 2 days or 6 to 10 days) as the package never left PersonalizationMalls shipping depot to the intended address in *********, ****.PersonalizationMall left me two choices, refund the items purchased or provide a different address. The failure to ship 1 to 2 days or 6 to 10 days (did not ship at all), I was mentally pressured to provide an alternative address since PersonalizationMall failed to ship the package to *********, ****.
  
  Whether it is 1-2 days, **** business days, or the package was returned due to an address issue due to damage label, the truth is the package never left PersonalizationMalls delivery process or even left *****************. The items in the package were purchased for a Christmas and birthday gifts that was ordered and processed since November 7, 2022, Order ID: *********. This delay caused extreme distress because the items in the package are personalized and the intended recipient never received the package for Christmas and for a birthday.
  
  On another note, the package that contained the blankets purchased from PersonalizationMall did not make it to *********, **** as well. I purchased these blankets on November 3, 2022, Order ID: *********, and submitted a complaint to BBB for the same issue, but has not been addressed by PersonalizationMall. I was threatened by one of the employees who did not want to share his name when asked. The employee stated, he was going to refund the total cost of the package and not send the package out to the billing address provided since PersonalizationMall, as a B2C, failed to fulfill their obligation to send the package to *********, ****. I did not request to cancel the package delivery or refund the cost of the items in the package. His actions to cancel the delivery and refund the cost of the items in the package caused extreme distress because the items in the package are personalized and the intended recipient never received the package for Christmas and for a birthday.
  
  It is clear that PersonalizationMall has provided evidence that they will not work toward customer satisfaction. If they owned the issue, PersonalizationMall should have approved the 50% discount of all items I purchased from their online store.
  
  ***************************

  Customer Answer

  Date: 01/19/2023

  Hello - has either of the packages requested been received at this time ?