Reviews

Review Details

• Review fromLynn K

  Date: 12/17/2022

  1 star
  The item I purchased was OK - nothing special - but the shipping cost was way out of line. I purchased a small Christmas ornament ($8.99), and the shipping and handling was $15.99 - and that did NOT include any expedited shipping. If anyone could recommend a decent competitor, I would not purchase anything from personalization mall again.
  

  Personalizationmall.com, LLC

  Date: 12/19/2022

  We have reviewed the customer order and see that the customer did, in fact, select and pay for Expedited Shipping which is 3 day priority shipping not our Economy or Standard Ground shipping. The shipping rates for this service are in line with all other retail organizations.We are pleased to offer our customersfour different shipping methods ranging fromeconomy delivery to overnight express. Our shipping rates are reviewed several times a year to ensure we are able to give our customers the lowest rates available. Our rates are standard with the industry for **************

• Review fromJanet L

  Date: 12/17/2022

  2 stars
  I've ordered with this company for years, but this year, my experience was similar to many who are dissatisfied with the customer service. The product I received did not look as good as the product shown in their catalog. They misrepresented the clarity and crispness of the photo on a photo memorial ornament. Previous ornament orders were fine but were printed on a glossy white surface. This ornament is made of grey material, so printing a color photo on it made it look dark and gloomy--NOT what one wants on a memorial ornament! I received the same sing-song as others--their team reviewed it and claimed it was prepared according to their production specs. Well, their production specs are WRONG! They offered me, too, a 20% off on next order--something they offer to ANYONE who visits their site! No courtesy toward a long-term customer. Just a vague apology. And Personalizationmall, don't respond to this with vague "gee, we're sorry but we gave you a quality product" rambling statement. The ornament photo was dark and gloomy. You should have given me credit for a new purchase, and you either need to stop printing photos on grey porcelain or honor returns when the customer feels the photo is too dark. Other potential customers would benefit from seeing a side-by-side comparison of the product in their catalog compared to the product I received, but I don't see any option to include photos. For those reading this, avoid the porous, grey porcelain and order the white glossy ornaments, which produce good quality photos.
  

  Personalizationmall.com, LLC

  Date: 12/19/2022

  We always endeavor to provide our customers with all the information on our site necessary to make an informed purchase, and to that end provided the following information:On ********************** Personalized Ornament- ****" Matte - 2 Sided In this instance, the customer had the option to order "glossy" finish but instead selected the matte finish. After review of the photos the ***************** Team did indicate that the items were correctly produced. Further the customer in recognition of the fact that the customer was not happy with their purchase was offered an additional 20% discount even though the customer received the product as ordered.

• Review fromLaura H

  Date: 12/16/2022

  5 stars
  Classy experience. One of their products came in defective. While I was on the phone, ******* sent me an email saying the item was being replaced at no charge. She said to keep the defective item. We received the replacement in two days. ******* was to work with and happy with the product.
  

  Personalizationmall.com, LLC

  Date: 12/19/2022

  I want to personally thank you for taking the time to send us your kind words!Providing our customers with high quality, personalized products in an expedient manner is the hallmark of PersonalizationMall.com.We are thrilled you turned a gift-giving occasion into a very personal memory - it has been our pleasure to serve you.Please do not hesitate to contact me at any time should you have any questions, concerns or suggestions.We look forward to serving you again very soon for all your Lifes Celebrations!

• Review fromNizel F

  Date: 12/14/2022

  1 star
  I ordered from Personalization mall multiple times but this time I was very disappointed. I order personalized Christmas mugs for my co-worker's Christmas gifts. One of the cups was delivered broken. Since everybody will be getting the same gifts and I did not want my co-worker to feel excluded I tried to contact personalized mall to replace the broken cup. I sent several messages, waited in line for half an hour twice, and responded to every email address that I had from them. Tonight I got an ambiguous response that suggested that I bring up my issue to the transportation company. I understand this time of the year, companies are busy but after two days of trying to get someone to read my messages or answer the phone, I am feeling frustrated and disappointed.
  

  Personalizationmall.com, LLC

  Date: 12/19/2022

  We are sincerely sorry that the customer feels that he did not receive a response in a timely manner. At this time of year, emails take up to 72 hours for a response and phone calls can take over an hour due to the volume. We have over 100 individuals ******* phones and emails and we make every attempt to provide responses as quickly as possible. The customer was assisted and a replacement order was issued and delivered on December 18, 2022 at 9:53 a.m.

• Review fromJeanne h

  Date: 12/14/2022

  1 star
  Most horrific customer service I have ever received. Not helpful and condescending on the phone. Refuse to let me speak to a supervisor or any member of management. Ordered my items on 11/28/22. The tracking number they applied shows delivered to an incorrect state AND delivered on 11/12/22. Impossible to deliver before I ever ordered....the exchanges via email with the company do NOT address my concerns. They finally issued a replacement BUT did not include all the original items AND refused to make anything additional to remedy the now backordered items. The agent on the phone hung up on me while I was on hold. Warning - Do not engage with this company!
  

  Personalizationmall.com, LLC

  Date: 12/19/2022

  We have reviewed the customers order, the recorded phone conversations with our Representatives and see that the customers original order was lost in transit for which we sincerely apologize. We do see that a replacement order was issued for 7 of the 9 items ordered with 2 items being backordered and a refund for the two items issued to the customers account. We issued the refund which would enable the customer to purchase something else. The replacement order was delivered on December 16, 2022 to the address provided by the customer and we have a proof of delivery from the carrier. We did not find that our Representatives were anything but courteous and attempted to assist this customer.

• Review fromDavid R

  Date: 12/12/2022

  2 stars
  Ordered wind chimes for our children for Christmas. Wind chimes were of great quality but monograms were very very poor quality. We were so disappointed ??
  

  Personalizationmall.com, LLC

  Date: 12/19/2022

  We have reviewed the customers order and see that we requested photos of the issue, however, no response or photo was forthcoming. Once a photo is provided, we review the photos and given that the situation is as the customer states, we would, of course, replace the monogrammed portion of the product immediately. We suggest that the customer send a photo to ********************* for resolution.

• Review fromFaith L

  Date: 12/11/2022

  1 star
  Do NOT order from them! Was very disappointed with what I ordered. Very cheesy looking and cheaply made. I was basically told too bad I'm not getting a refund because it didn't matter what I think of it, their team reviewed the pictures I sent and said the product was up their standards. Ha! Nice standards! There's no way I would give it as a gift to my family, it looked horrible! And personalization mall, don't even bother writing your "apologies" on this post. You should of made it right when I called and you didn't. It was a total waste of money and will never order from there again
  

  Personalizationmall.com, LLC

  Date: 12/19/2022

  We always endeavor to provide our customers with all the information on our website necessary for our customers to make an informed purchase. To that end we state the following in the item description: * Please Note: This is NOT a carved piece of wood, but a flat wood plank with a custom PRINTED design. We requested a photo so that we could determine if, in fact, there was an issue with the item for which we would be responsible. Our ***************** Team reviewed the item and determined that the item was made correctly, We do not accept returns on merchandise manufactured correctly per our ****************** Policy stated on line. The customer was offered an additional 20% discount based on the acknowledgement that the customer was not satisfied. The customer has declined. We made every effort to provide an equitable resolution.

• Review fromShyloe L

  Date: 12/09/2022

  2 stars
  i ordered the shadow box for a dear friend who's daughter passed. it was very cheap looking and the lights didn't work at all, i did try changing the batteries to be sure, but that didn't help. Since it was personalized there was no refund/return. i was very disappointed in the item and didn't want to give it so i threw it away. first impression as i have never ordered from here before- i will never order from here again. I will continue to shop at Things Remembered.
  

  Personalizationmall.com, LLC

  Date: 12/11/2022

  We have reviewed this customers order and see that the order was not placed with PersonalizationMall.com but through another site. We were never contacted regarding any issue with this product as had the item been purchased directly through our site she would have been refunded in full if the item was in fact defective.

• Review fromOxana E

  Date: 12/06/2022

  1 star
  Don't buy anything from them. I bought a robe for my son. In the description it was written that the robe should match any man that has size Large or smaller. My son ware large or medium. The robe was too small, too short and the sleeves were short too. I wrote them email asking for help, Nothing! they didn't offer any help, any solution for my problem. Waited my money. This is not a reliable company.
  

  Personalizationmall.com, LLC

  Date: 12/11/2022

  We are sincerely sorry that the robe did not fit, however we do provide all the information necessary on our site for the customers to make an informed purchase. To that end we provided the following information:Kimono-style robe features two over-sized front pockets, double needle assembly, and over-sized 3/4 length cuffs for extra comfort Quality made of 100% polyester, falling at mid-calf length, navy robe approx. 47"L One Size Fits Most. Mens: fits up to size Large (*****" chest) Womens: fits up to XL (*****) Additionally, before the customer places the order we advise that we do not accept changes or cancellations and that personalized items cannot be returned. Again we are very sorry that the robe does not fit but we provided the item to the recipient exactly as described.

• Review fromMarie B

  Date: 11/27/2022

  1 star
  I tried to place an order but I got an error message from YOUR website saying something went wrong. It prompted me to refresh my page. I did so and when it came back all of my information was gone. So I put my cc info in once again and it said my cart was empty. I put the item back in my cart and tried once again. This time it went through. Then I got two confirmation emails 4 minutes apart. So both orders went through. I called immediately and was told there was nothing they could do. I asked for a supervisor and she said they are going to tell you the same thing but she could have one call me. Ive heard nothing. Very poor customer service. Ive ordered from you in the past but youve lost a customer. I guess you are in business to take money that doesnt belong to you!
  

  Personalizationmall.com, LLC

  Date: 11/28/2022

  We sincerely apologize that this customer had a bad experience with our ***************** We do see that the customer did, in fact, place two identical orders five minutes apart and did, in fact, call ten minutes after placing the 2nd order. First, directly above the place order button, we state that we do not accept changes or cancellations once an order has been place. Given that the customer entered the first order with payment information and placed the order, regardless of unusual internet connectivity, one would think that a phone call to confirm the placement of the order would be the logical step before placing the second order. That being said, we will issue a one time courtesy Store Credit as soon as the customer creates a profile by adding a password on our site. We will advise by email to create the account. Again, we are very sorry that the customer had a bad experience with our site.