ComplaintsforEverything Branded USA, Inc.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered car tags and glasses on Monday, February 12 specifically for the April 8 Eclipse. They sent me two wrong orders and finally got my tags to me a full week after the eclipse. I requested a refund and they told me they wont.

  Business response

  04/18/2024

  Hi ******

  I have been in contact with our customer care team, who have confirmed that your refund is scheduled to be made tomorrow, April 19, 2024.  The full amount requested is being refunded.  This should take about 7-10 days (dependant on how quickly your bank processes refunds).

  I hope this helps to resolve your query.  And I am sorry it was not completed sooner.

  Customer response

  04/24/2024

   
  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

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for 800 40-piece puzzles and boxes through the Everything Branded sales **** ****** back on April 7, 2023. We ordered 8 designs, 100 of each design, for a total of 800 puzzles. These were to be handed out at our conference on June 21, 2023 in ******. They were an integral part of a group activity we had planned for the attendees. ****** assured me they would arrive well in time for our conference. ****** told our conference planner, *********************** from **** ******, that the puzzles would be shipped on June 9, 2023. ***** requested a tracking number, which ****** never sent. She called and emailed him several times, and finally got in touch with him on June 16, 2023. On June 16, 2023 ****** told ***** the puzzles did not pass quality inspection and would need to be reprinted. NONE OF THIS INFORMATION WAS EVER SHARED WITH US. He told her the puzzles wouldnt make it in time for our conference, but offered a discount. I spoke to him myself and his "oh well" attitude about them not arriving in time did nothing to appease me. The puzzles didn't arrive until August 21, 2023, TWO MONTHS after our conference. We ordered 800 puzzles, but only 600 arrived. The puzzles were sub-standard -- every one of them was printed with dotted lines around the edge. (See supporting document for images.) The proofs we approved DID NOT have these lines on them. I have no idea why they would print these lines on anyone's puzzles. Due to the poor quality, I am too embarrassed to hand these out at our next conference. No one will want these ugly puzzles. I would like these reprinted, free of charge, for their lack of communication/sense of urgency and for the horrible end result we received. I would also request we receive our full order or 800 puzzles.

  Business response

  04/02/2024

  This complaint was originally replied to in 2023.

  Please refer to previous complaint response.  The basis of that response was that the customer refused delivery of their goods on a few occasions, these were then forwarded to our head office in *********.  After a few weeks the customer contacted our office to advise that they had not refused the delivery.  The goods were addressed to a person who did not work for ***********************, ******, however they were actually addressed to the correct person (proof was provided at that point).  Due to the previous responses and the time elapsed since the issued was resolved, there is no new information that can be provided.

  Customer response

  04/03/2024

   
  Complaint: 21332362
  
  I am rejecting this response because:
  When Everything Branded says "This complaint was originally replied to in 2023" I have no clue what they are referring to. This is my first BBB complaint to them, but I do not seem to be the only one complaining about their lack of quality and customer service. 
  
  As you can see from the attached ** from ** ******, the address on the ** shows exactly where the puzzles were to be shipped. Everything Branded sent the boxes addressed to me (*************************) at ** ******. I do not work at ** ******, which is why the ** mailroom sent the boxes back. ** ****** was not aware that Everything Branded had mailed them to MY attention, rather than to ******************* or ***********************, the ** ****** employees whose names appear on the **. Besides, per the attached email, the puzzles were LATE. We did not want them if they wouldn't arrive in time for our conference. I made this clear to anyone I could reach at Everything Branded. When *********************** and I tried reaching out to ****** at Everything Branded, we were told he was "on holiday." ****, another Everything Branded employee, gave me an email address which he said would go to "a pool of managers" to escalate my inquiry. To this date, I have never received a response from anyone at Everything Branded regarding my June 16, 2023 email.
  
  Per my original complaint, when the puzzles finally arrived, they were more than 2 months late and we did not receive our entire order. We ordered 800 puzzles -- but only received 600. Plus, the quality was substandard, with dotted lines appearing on all puzzles. For Everything Branded to merely respond to the fact that they were late and blame us for mailing address mishap, further demonstrates of their lack of accountability and poor customer service. 
  
  Sincerely,
  
  *************************

  Business response

  04/09/2024

  Please find attached the email correspondence from July 2023, in which this complaint is detailed and answered.

  Customer response

  04/11/2024

   
  Complaint: 21332362
  
  I am rejecting this response because:
  Nothing has been resolved! We still have not received the entirety of our order (we ordered 800, received 600), and the puzzles we DID receive were flawed (dotted lines on every puzzle). They keep passing the blame and will not take responsibility for a shoddy product. They should do the right thing and reprint our order -- without the dotted lines -- and send our entire order to us, at the address clearly listed on the PO. 

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

  Business response

  04/11/2024

  We have provided all the information related to this complaint.  As it was addressed and is more than a year old, there is nothing further that we can contribute to this complaint.

  Customer response

  04/23/2024

  It baffles me that they think they have "resolved" this complaint when every lame response they gave was shot out of the water with facts from me.

  The facts:
  We paid them in full.
  We never received our entire order.
  What we DID receive was sub-standard and arrived MONTHS late. 

  How can this be resolved in their eyes and in the eyes of the BBB? There was absolutely no resolution here and this shady company will continue s******* over unknowing clients and suffering zero consequences. This is a shame. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Complainant: **************, U.S. Army ********************************* Business Involved: Everything Branded Transaction Date: September 18, 2023 Amount in Dispute: $1,676.00 Product/Service: 1/2" Ultra Smooth Lanyard (***** units)Description of the Incident:On September 18, 2023, our association placed an order with Everything Branded for ***** units of 1/2" Ultra Smooth Lanyards, based on an approved design mock-up (Version 4). The total amount of $1,676.00 was paid via a **** credit card. However, upon receipt of the merchandise, it was evident that the items delivered did not match the agreed-upon design specifications.Attempts to Resolve:Immediate communication was initiated with Everything Branded to address the discrepancy. ***********************************, the account manager, initially assured us that the mistake would be rectified and the correct merchandise sent. Despite this assurance, subsequent communications were unfruitful. An email provided by ******************** with a tracking number for the corrected shipment turned out to be invalid. Our repeated attempts to contact the company for clarification and resolution were met with no response, leaving the issue unresolved.Current Status:As of the filing of this complaint, the incorrect merchandise is still in our possession, and the correct items have not been received. Despite our willingness to return the incorrect merchandise, there has been no guidance or response from Everything Branded.Resolution Sought:We are seeking a full refund of the transaction amount of $1,676.00 to the original payment method. This request is based on the non-delivery of the agreed-upon merchandise, inadequate response and service from Everything Branded, and the retention of incorrect merchandise. We expect a prompt and amicable resolution to this matter but are prepared to explore further legal options if necessary.

  Business response

  01/15/2024

  Hello, thank you for sharing your feedback. As a dispute has been raised through your bank, we will not be able to work on a resolution. The accounts team and your bank are investigating, and a decision will be made and shared in the next 14 days. Please reach out if your dispute is unsuccessful. 

  Customer response

  01/17/2024

   
  Complaint: 21137001
  
  I am rejecting this response because:

  Dear Everything Branded USA, Inc.,
  
  I hope this message finds you well. I am writing in response to your recent business response to BBB Complaint ID ********.
  
  Firstly, I would like to address the bank dispute mentioned in your response. It is important to clarify that the bank dispute process has concluded, and the outcome was that no action would be taken. This decision does not alter the fact that there is a legitimate dispute regarding the merchandise we received. Therefore, there is still a need for a resolution.
  
  Additionally, your response mentions the "accounts team," which we are not familiar with, and we do not have any information about their involvement in this matter. To us, it seems that you have all the necessary information and authority to resolve this issue promptly.
  
  We believe that the core issue remains unresolved: we received merchandise that did not match the agreed-upon design specifications, and our numerous attempts to rectify this situation have gone unanswered. As a result, we are left with incorrect merchandise and have not received the correct items.
  
  We kindly request that you utilize your full authority to resolve this matter and issue us a refund of the transaction amount of $1,676.00 to the original payment method. We expected this issue to be resolved amicably and promptly, and we are willing to cooperate to facilitate a resolution.
  
  Please understand that we would prefer to reach a mutually satisfactory solution without resorting to further legal options. However, if necessary, we are prepared to explore those avenues.
  
  We appreciate your attention to this matter and your commitment to resolving it promptly. We kindly request that you provide a clear and definitive response to address the issues outlined above.
  
  Thank you for your cooperation.
  
  Sincerely,
  
  Reed Doll

  Business response

  02/01/2024

  A charge back was submitted by the customer and this was honored. Customer has received their money back. 

  Customer response

  02/01/2024

   
  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 our organization.
  
  Sincerely,
  
  Reed Doll

• Initial Complaint

  01/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order EB089816 was placed on 11/10/2023 for **************************************************************************************************** by 12/7/2023. As of 1/8/2024, I have yet to receive those lighters ordered nor received any tracking information. I was told in writing on 12/192023 by the account manager ************************* that the lighters were still in production but also was also told the first week of Dec that the lighters were already produced and the tracking information would be sent via email. I've requested multiple times to speak to a Manager or have a Manager call me back. I needed the lighters for a new business ribbon cutting and was forced to order from another vendor who was able to fulfill my request in a timely fashion weeks ago. I'd like to full refund in the amount of $526.20 but would like to highlight the poor service. Oftentimes it's hard to reach a live person. I've sent an email to the main email address to the attention of a Manager that included the string of emails I've sent.

  Business response

  01/08/2024

  Firstly, I would like to apologize for the experience you have had with this order. This is not the service we aim to provide our valued customers. I can confirm this order has been cancelled and a full refund is being processed. This has also been confirmed via email. We are so sorry that we have failed to deliver both the item and, on the experience, as soon as this refund has been processed, we will send over a receipt. 

  Customer response

  01/09/2024

   
  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

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  EB087727 I contacted on 9/28 for a quote for bags for a client event. I placed the order on 10/6. I approved the proof & paid. Since we went through a few options, I referenced the Version of the proof that was approved & described it to make sure there was no confusion. My rep responded attaching the correct proof. They quoted **** days for production. I started emailing for a ship date as the event got closer. I called for the ship date. My rep informed me that they were having issues with the print location. Understandable, but I would have expected to be updated before the end of the quoted production. They had to move the logos which I was disappointed with, but it happens. Since they were not going to ship when expected, I asked if we could change the address. I followed up with my approval of the change of the logos and the new address and asked for a ship date. On 10/25, my rep let me know that they would be shipping on 10/27. It needed to go overnight. He sent me an invoice for the overnight shipping. I paid right away. I followed up for a tracking number a few times. On 10/30, I got a notice that they did go out but they were sent to the wrong address! The rep claimed that I never provided the updated address. I sent a screen shot where the address was provided. I had to have our shipping department turn around the *********** priority overnight to the hotel. The bags made it even though I had to pay overnight shipping twice & a receiving fee into the hotel. I opened the bags to discover that they did not use the correct logos. These were not usable. I reached out to my *********** a delay, the rep claimed that they followed the instructions. I called to speak to a manager & was transferred to my rep who again told me that was what I had approved. I sent the emails where I approved the proof and where he sent it back to me with the correct proof. He said a manager would call. I called again on Tuesday. It is now 11/28 & I havent heard from anyone.

  Business response

  12/14/2023

  HI ******

  I am sorry you had to come to BBB for a response.  In no attempt to blame any particular person or organization, miscommunication between the supplier and the customer took place.  In essence it centered around the approval of the product design.  The supplier rejected the original design because the bag could not have the design on top; it needed to be placed in another location.  Unfortunately during the back and forth between ourselves and the supplier resulted in a word to be missed off.  A solution was reached and a refund has been scheduled to be actioned tomorrow (12/15/23).  It should be on your credit/debit card in about 5-7 working days dependent on the processing time for your individual credit/debit card provider.  Again, I am very sorry for all of the disruption and confusion.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our company placed an order for desk calendars in September (2023). These are promotional items we distribute to customers and vendors during the holiday season. The order was quoted, the proof was approved and charges were placed on the company business card. I requested status on this project and was told by the sales person that the supplier hadn't gotten back to them. I checked again today and was asked for $200 more dollars for the project. It has been over a month and once the quote is approved and paid for you typically don't come back for more money? It has been very unprofessionally handled. Our company has been put in a position in which we have to rush an order through another merchant. I am even questioning the validity of this company. I have requested the return of the funds to the credit card and asked that a Sales Manager and or Business Owner contact us.

  Business response

  11/08/2023

  This order has been refunded to the original payment method. We have attached the refund receipt. We do apologize that we could not fulfil this order and that you have not had a good experience. 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/29/23 ***************** at Everything Branded replied to my inquiry about having some custom made silicone swimming caps for our business ************* Open Water. Things were progressing nicely... the products: the three bright neon color caps (green, orange, and pink) with our logo printed in two colors and both sides. ***** sent an email with the proof/prototypes of each color caps with our logo on them and the invoice with a payment link to pay and "Once the payment is process the order will go into production."So I paid $511.68 for 120 caps (40 in each color) on 9/6/23. However, I then received an email on 9/11/23 from ***** stating that they can not give us the three color caps as agreed, but "We found the silicone swimming cap you are interested with, however the pricing will increase, Would that be fine with you?" This is because we felt like it was a bait and switch situation!Then I responded on 9/11/23 "Hi *****,Firstly thank you for your persistent to finding the silicone caps that we wanted; however, I think that since we can not really see the final products and the increase in price just doesnt make me feel good about this transaction. Could you please cancel this order and refund us the amount paid.Thank you very much,******"***** emailed and said that the order was canceled on 9/12, 2023. 9/14, 2023 "Cancelled with our team and requesting the refund now."9/18, 2023 "This was already been cancelled waiting for the refund to be **********/26, 2023 "Hello *****,so I finally got through with my call to Everything Branded after twenty something attempts, and was told that you are the one to help me get this refund issue resolved, but that you were at lunch and will call me back when you come back. I waited but no call back from you. *****, could you please help me get this resolved before another week goes by.Thank you,******"I have yet to hear from ***************** or anyone from Everything Branded, and no refund either. So I reached out to Chase.

  Business response

  11/27/2023

  The refund was not completed before the customer raised a chargeback.  Although we agreed with the refund, the rulers governing chargebacks require that we do not refund directly to the customer, but have to allow the chargeback process to refund via their system.  This was done on 3 October 2023.  The money ($511.68) should have been applied to her credit/debit card over a month ago.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Beware of this scam company! Do not purchase from here. Any positive reviews given to this company must be fake or bought. We purchased swag from Everything Branded for a global summit with attendees and ticket buyers. We paid extra for expedited shipping to ensure on time delivery prior to the summit. Unfortunately, all of the items ordered arrived after the summit and guest could not get their items. One of the items showed up two weeks passed the event.We now been asking for an order refund and customer service has been terrible. ****** barely responds or doesn't respond at all even though it's a critical issue. Another representative ***** stepped in to also not be responsive. The service was good in the beginning but it seems once they get your money they do not care. The late delivery was extremely disappointing and we now had to rectify or make amends with disappointed attendees. We ending up losing more money by going with everything branded as a promotional items partner. Please do not use this company at all, it's a deep regret. I have emails and the invoices to show proof of this situation.

  Business response

  11/08/2023

  This has been dealt with over the phone and email. Credit applied to account and refund being processed for shipping. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a horrible experience with Everything Branded.I ordered $2880 of clipboards that were supposed to be printed on the top clip. A couple weeks after they took my payment, they said the factory wasn't able to fulfill the order and need additional payment from another factory. They did not notify me the order would be delayed in this time, and it took almost two months to get finished.Upon arrival, the clipboards were NOT printed - instead, the factory used a cheap sticker that did not match the clipboard and was coming off on several of the boards. I was very disappointed, but this stuff happens and I figured they would correct the problem. Nope.After speaking with my representative, they offered less than a $150 discount and said there was nothing in the mock up that said it wouldn't be a decal instead of a print, which is incorrect. The invoice very clearly said "TWO PRINT location", it did not include the word decal anywhere, and did not show the sticker with off white in the mock up.I called several times, emailed several times, and was told on several occasions they would get back to me with a solution. They never got back, so I had to call and email again until it was obvious that they were not going to give me any solution. I am now 3 months out from the original quote, two months out from the payment, with no solution besides a continual answer of "we will get back to you".

  Business response

  10/10/2023

  HI ****, thank you for your feedback. As per the attached, ****** has asked 3 times for a group image of the clipboards so he can raise a claim with the supplier. Since this issue has been raised, we have kept you informed of the investigation process as the emails will show. We have requested 3 times for the images needed by the factory to investigate this further, without a complete investigation we are unable to confirm the best resolution for you. Your subsequent emails asked for credit which I responded to but none of those emails still had the images requested. With that noted, we still offered the Set-Up fee to be refunded for you as a start ******************** for the requested images from you. You have also stated you will be raising a chargeback; we cannot continue an investigation with a view to attain a resolution on this order as well as have a chargeback in place. If you would like us to resolve this matter, please provide the images as requested to your account manager. Thank you. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered 200 double walled tumblers with a removable insert from Everything Branded ($788.80) on May 18th 2023 through a rep named ****. We received our order on May 26th and contacted him then having trouble figuring out how to open them (removable insert option) . He said he would contact the manufacturer. Realized we were sent the wrong cup as it does not open or have a removable insert option. Reached out to **** again to follow up and request the correct item or a refund. Reached out many times via phone and email in June, July and August. Have not received a response from him since 7/11 and still haven't been refunded or sent the correct cups. Would like either the correct cups with the removable inserts to be shipped or a refund as the incorrect cups serve no purpose to us.

  Business response

  08/09/2023

  Hello, this issue has been resolved. Full credit issued for the order, in the process of a reorder for the correct items with a new account manager. 

*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. ↩