• Personalization Mall

Personalization Mall

Overview

Personalization Mall has a rating of 2.7 stars from 523 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Personalization Mall most frequently mention customer service, tracking number, and christmas gifts problems. Personalization Mall ranks 37th among Promotional Products sites.

  • Service
    138
  • Value
    134
  • Shipping
    139
  • Returns
    84
  • Quality
    122

This company does not typically respond to reviews

Positive reviews (last 12 months): 31.4%
Positive
11
Neutral
1
Negative
23
141
See all photos

What reviewers want you to know

Positive highlights

  • Have ordered from Personalization Mall several times and love their products.

Critical highlights

  • Customer service didn't care one bit about their mistake and left me screwed.
  • As of 12/27, still no package and no delivery date.
How would you rate Personalization Mall?
Top Positive Review

“Beautiful Wind Chime”

Janine T.
2/24/24

I bought my neighbors a wind chime from Personalization Mall, it was well made, and absolutely gorgeous! They recently had to put their dog to sleep and this was the perfect gift! Thank you so much!

Top Critical Review

“Overpriced. Rip-off shipping rates!”

Michael B.
12/9/23

They charged me $25.00 to ship a 12x16x2 box that weighed 3 pounds! They said it was "heavy" so they had to charge more. Their ads state 20% off "site-wide" with coupon, but since almost everything is "on sale" they coupon doesn't really work! I'll never order from them again and wouldn't have ordered this time but needed it for a special occasion. In my opinion - total rip off.

Reviews (523)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (215) personalization mall (68) delivery date (12)
Thumbnail of user michael.b2
2 reviews
1 helpful vote
December 9th, 2023

They charged me $25.00 to ship a 12x16x2 box that weighed 3 pounds! They said it was "heavy" so they had to charge more. Their ads state 20% off "site-wide" with coupon, but since almost everything is "on sale" they coupon doesn't really work! I'll never order from them again and wouldn't have ordered this time but needed it for a special occasion. In my opinion - total rip off.

Tip for consumers:
I routinely ship 40 pounds boxes for less than this company charged me to ship a 3 pound box!

Products used:
Bought a plaque.

Service
Value
Shipping
Quality
Thumbnail of user jeand886
1 review
0 helpful votes
December 26th, 2023

Ordered custom books for my grandchild with a guarantee delivery before Christmas. Did not recieve and I reach out to the company no less than 7 times to inquire why they were not shipped. Never did get an answer. Company ruined Christmas! If I could give 0 stars I would.

Service
Value
Shipping
Quality
Thumbnail of user hollyb765
1 review
0 helpful votes
December 22nd, 2023

If I could give zero stars I would! Ordered 14x14 pillow. Absolutely worst "pillow"! The image was okay, the actual pillow - um NO! It's not even 1/2 inch thick…. That's not a pillow! More like a mouse pad. NOT worth the $42 I paid

HEED THE WARNING and Stay clear of the "pillow"!

Image is pillow after opened, as it says shipped "vacuum packed".

Products used:
Pillow

Value
Shipping
Quality
Thumbnail of user janiceb1341
1 review
1 helpful vote
December 15th, 2023

Had ornaments made for my grandkids and you can't read the personalization on them. You think they would call and explain to you about the print. My grandsons are not taking the passing of their grandfather well and I only would like to have them replaced and they wouldn't do it. That's why they only have a 1.9 rating.

Tip for consumers:
Not customer friendly

Products used:
Non. Have to see if I could cover up the personalization

Service
Value
Shipping
Returns
Quality
Thumbnail of user joanies34
2 reviews
3 helpful votes
October 10th, 2023

I ordered two items at the same time - one custom made cutting board and cheese chalk sticks. The custom made cutting board came in a smashed box, but it was on time. The cutting board was just sitting in the box, not even bubble wrapped. The chalk sticks (not custom designed) arrived four days late in a smashed up package (allegedly via FEDEX) was was not delivered by a FEDEX driver, and the customer service folks didn't give a crap! The offered to refund my "expedited" shipping charges, but I have yet to even see that happen. Then when I told them I don't have a use for the chalk sticks because the wedding has come and gone, they told me to ship them back (I would have to pay for that return) for a refund.

Just a sketchy situation and I'm sooo disappointed. Clearly, they no longer care about how their products look, are packed and are shipped. What a shame.

Service
Value
Shipping
Returns
Quality
Thumbnail of user nataliapar75
1 review
2 helpful votes
November 12th, 2023

Horrible company! After paying expedited shipping, item arrived after the wedding and they were to decorate the event tables and they refused to refund me! Don't buy from this shady company!

Products used:
None !!!

Service
Value
Shipping
Returns
Quality
Thumbnail of user maril61
1 review
3 helpful votes
March 12th, 2023

Ordered a portfolio for my son that's attending college with his name on the portfolio. The wording/ writing on the portfolio was very big.i Contacted CS: this has been reviewed by our Quality Assurance Team and they have determined the item was made according to the design parameters created by our Design Department. The preview on their site is much smaller then what I received. Im very very disappointed! I would love to attach a photo however I don't want to expose my son information.

Thumbnail of user en.ponderet
1 review
3 helpful votes
October 19th, 2023

Terrible customer service and authorization practices. I've placed previous orders using my maiden name on my debit card and my married name on the billing address, and never had an issue with an order processing. Then I placed an order with my spouse's card, in which I am an authorized user on with the bank. I used the same billing address and being an authorized user, I used my first name. My spouse and I share the same last name, so I obviously never thought there would be an issue with the transaction. Of course there wasn't an issue on my banks end, because I am authorized user and the billing address is correct, but Personalizationmall put my order on hold. I can understand flagging an order with a different last name, but not an order that has the same last name and multiple personalized items showing the same last name as both seen on the billing address and card used. There was even a wedding picture bought with our last names on it. I cancelled the order because the authorization process was insane and unprofessional. They wanted to speak to my spouse directly, (as if they had any way of verifying that it was my spouse speaking on the PHONE) and asked them to call their department to verify the purchase. I even told the customer service representative that I am an authorized user and can verify the card numbers, but was denied this. Having had no previous issues with orders made with completely different last names, I was appalled at this blatantly idiotic policy. My spouse had to take time out of their work day to give this company a call and verify the purchase. Instead, I told them to cancel because I am never going to give this company my business again. It should not be this difficult to place an order and their department should be more concerned with differing last names on orders above all things. This is also concerning to me for those in the LGBT community who may be dead-named!

Products used:
Cancelled the order

Service
Shipping
Thumbnail of user jaselove2914
1 review
3 helpful votes
November 28th, 2023

My grandmother passed away I found a beautiful picture of my mother and her I wanted to get a blanket with both of them on there and I thought it would be an amazing gift for the holidays for her and when I got it it was blurry the picture was not centered so I contacted customer service they sent me an email I had to email the people and they told me they were not going to give me a refund or fix my product that I was dissatisfied with they told me that I can buy another product and they would get me discount wanted my mom to have a good good hearted gift that she could hold to her heart but instead I got a blanket that is blurry and not centered I'm extremely unhappy

Tip for consumers:
They did not want to help me fix the problem they told me that I can buy a new product and only get a discount but they were not going to take the blanket back and fix it or give me a refund

Products used:
Picture on blanket

Service
Value
Shipping
Returns
Quality
Thumbnail of user vt83
1 review
1 helpful vote
March 17th, 2023

Ordered two yoga mats (one for my self, another as a gift) and they both smell so terrible that after a week of airing it out - i cant even stand next to it. Tried contacting customer service - their response was "sorry you feel that way" and they hung up. STAY AWAY from this terrible business. If I could give it less than one star - i would!

Tip for consumers:
DO NOT BUY THEIR PRODUCTS. Scammers!

Products used:
Yoga Mat

Service
Value
Shipping
Returns
Quality
Thumbnail of user shirlryl
1 review
0 helpful votes
December 3rd, 2020

Covid mask was ordered, picture was approved for a personal mask. The one they sent was totally off center, lips were on cheek and part of nose was gone. They sent me a picture of the approved mask which I sent back to them along with a picture of the Mask I received so they could compare and see the mistake and they have never made it right. My daughter ordered this for me and she ordered about 25 or 30 masks. They still will not make this right. Very disappointed I would never ever order things from this company. Their customer service does not happen. If I could I would give this a minus five stars.

Thumbnail of user personalizationm
Personalization M. – Personalization Mall Rep

Hello, Shirlry. We again are so sorry to hear about your poor experience. We just sent you a private message, would you mind responding with your order number so we can further investigate? Your order is very important to us and we want to make sure we are doing everything we can to make it right.

Thumbnail of user rita.tortorelli
1 review
2 helpful votes
October 2nd, 2023

I've ordered products from them before and was satisfied with the quality, but do not order the lumbar pillow. The picture was blurry and colors were off, even though the pic I sent had a high resolution. Also, the pillow was so flat, I don't know how they call it a lumbar pillow as it had absolutely no support. I contacted them for a refund, and was asked to send pics, which I did, but no reply.

Thumbnail of user sherrie31
1 review
1 helpful vote
December 8th, 2020

They take your payment but don't have the product you order nor do they refund your money. They should be shut down and arrested

Thumbnail of user personalizationm
Personalization M. – Personalization Mall Rep

Hello, Sherri. We just sent you a private message - would you please provide your order number so we can look into this and provide a refund in necessary?

Thumbnail of user margareta427
1 review
0 helpful votes
December 15th, 2020

Be careful they don't answer calls or emails duplicate order problem. I tried from 7 am to 5pm then shut down I don't have a photo

Thumbnail of user personalizationm
Personalization M. – Personalization Mall Rep

Hello, Margaret. We are deeply sorry for any issues you have encountered with your order. If you could please reply back to the private message we sent with your order number, we'd be more than happy to help escalate your concerns.

Thumbnail of user vp91
1 review
3 helpful votes
April 8th, 2022
Verified purchase

I purchased the "Large Print Bible" from personalization mall because I am 80 and needed something with larger print and easier to read. Well this writing was similar to newspaper print. Nowhere near "Large". Likely an 8-10 pt font. I just purchased a 16.5 pt font bible from amazon for less $$. AND Personalization Mall will only give me a credit and not my money back although I am sending the item back in original packaging only 4 days after receiving it. Deceptive practices for senior citizens.

Service
Value
Shipping
Returns
Quality
Thumbnail of user johnw6978
1 review
3 helpful votes
May 25th, 2023

Thursday before Mother's Day ordered a "World's Best Mom" cap for my lovely wife. It was personalized with her nickname on the back of the cap. Paid an extra 27.00+ for Guaranteed Saturday delivery (to get it before Mother's Day).

Received the hat on Monday (sorry Mom), with no personalized embroidery.

I'd like an embroidered hat for Mom and my money back!

Tip for consumers:
VERY DISSAPPOINTED

Products used:
none

Service
Value
Shipping
Quality
Thumbnail of user aletheaj
1 review
0 helpful votes
December 19th, 2020

CONFIRMATION EMAIL FROM PERSONALIZATION MALL:
Ordered on Dec. 1
Shipped on Dec. 5

USPS TRACKING:
Tracking the package with USPS says LABEL was made on DEC. 5 but USPS has NOT received package. NO MOMENT SINCE DEC 5.

Thumbnail of user personalizationm
Personalization M. – Personalization Mall Rep

Hello, Alethea. Can you please respond to the private message we just sent with your order number so that we can assist further?

Thumbnail of user jamess7648
1 review
3 helpful votes
January 25th, 2023

I ordered 2 mugs with pictures from this company. One mug came out great and the other mug came out horrible with the head of my grandchild and wife cut off mid face. They told me "that's to bad, we will not refund your money". Horrible customer service. DO NOT buy anything from this company. I sent the same pictures to another company and the mug turned out excellent.

Tip for consumers:
Don't buy anything from personalizedmall

Products used:
Personalized coffee mug

Service
Value
Shipping
Returns
Quality
Thumbnail of user jeffs2547
2 reviews
3 helpful votes
November 5th, 2023

Does anyone know a way to stop this company from sending me hundreds of emails every day? I really can't stand it

Thumbnail of user wildaj
1 review
0 helpful votes
December 16th, 2020

I placed an order on December 1. I was sent an email saying it had been shipped. It is now December 17 and I have not received my order. I have called and left messages and emailed them with absolutely NO response from them. When I check the tracking number, they say they have no such package. Of course my credit card has been changed and the credit card bill HAS arrived!
COSTUMER SERVICE is a JOKE! Will definitely contact BBB!

Thumbnail of user personalizationm
Personalization M. – Personalization Mall Rep

Hello, Wilda. Thanks for reaching out and bringing this to our attention, we apologize for the delay to your order and our response via phone/email. I can definitely understand how frustrating is to not receive expedient service. If you wouldn't mind responding to the private message we just sent you with your order number, we would love to help investigate your concerns further.

Thumbnail of user ritaw304
1 review
0 helpful votes
December 16th, 2022

If I could give them zero stars I would. Their customer service is the absolute worst! They said grey isn't an option for their ornaments…oh really, see the attached. They screw up and won't send the correct item unless I pay $10 to ship it again yet they screwed. Bye!

Thumbnail of user brettt78
1 review
0 helpful votes
December 18th, 2020

My girlfriend and I lost our apartment and all of our possessions in a fire this November. We thought our new apartment would feel more like home with some stockings over the fireplace for Christmas.

We placed an order on December 9th and paid $30 for rush shipping. On December 10th, we received an email that the order was shipped, and provided us with a tracking number. Throughout the week, the carrier (United Delivery Service) showed they hadn't received the items for that tracking number. I had called Personalization Mall only to get a message that their phones are turned off due to high call volume and I should communicate through email (understandable... it's Christmas in COVID after all). So I emailed them on the 14th asking about the order.

It is now December 18th, I have yet to receive a response, and the carrier shows no information for that tracking number (screenshot attached). Outside of calling their main phone line and guessing extensions, I feel I am out of options in getting ahold of them.

Thumbnail of user personalizationm
Personalization M. – Personalization Mall Rep

Hey, Brett. Thank you for bringing this to our attention and we are very sorry about the delays in response to your emails. I have forwarded your order details and concerns to our customer service management team for further review, and they will reach out directly if necessary. Thanks for your patience, Brett.

Thumbnail of user kellyr811
0 reviews
1 helpful vote
January 2nd, 2022

Ordered a Christmas ornament 12/7/21. It is 1/2/22. This shipment has been delayed several times. As of today is still delayed and no delivery date. Customer service is an absolute joke and will not help you at all. When you make a purchase it is 100% guaranteed! Not the case!
They will send you a scripted email about "exceptions". Do not order from this company they will not send out a replacement or a refund. Do yourself a favor, order from someone else they do not care about the customer or your satisfaction.

Products used:
I ordered ornaments for my children. My daughter that lives in the state of Washington never received hers. Personalization mall keeps giving excuses, ordered on 12/7/21, it is now 1/2/22. Tracking still delayed no delivery date.

Service
Shipping
Returns
Thumbnail of user personalizationm
Personalization M. – Personalization Mall Rep

We're sorry our shipping partner was not able to deliver that package on time Kelly. Please share your order number and we would be happy to look into this.

Thumbnail of user bettyh461
1 review
0 helpful votes
December 23rd, 2020

I have read some of the reviews on this site and I am having the same issues that they have all stated. I placed an order that was supposed to have shipped out on Dec. 2. well 21 days later and nothing. I have emailed and sometimes I get a robot like response. I ordered 4 keepsake ornaments for my pastor's wife, her sisters and her mom for the loss of grandfather and father. It is almost Christmas and still nothing. Fell like I have been ripped off. I sent them an email saying I was going to contact the BBB and Attorney General. They blocked me being able to check the status of my order. I wrote a review and then I could check it again. The up dated shipping says it arrived in STL on Dec. 16 at 4:46 am and departed from Des Moines Iowa on Dec. 16 at 4:51 am. really... Dec. 20 says " in transit, arriving late" and that is the last update. I sent an email this morning and it says don't expect a reply for a few days be cause of lots of emails coming in. So I am out over $50 and still have nothing to show for it. My order number is ******* Personalized Mall, in case you care. The least they could do is apologize and reship. Feel like I have been had. Very sad... this was supposed to be a very special gift.

Thumbnail of user personalizationm
Personalization M. – Personalization Mall Rep

Hey, Betty. We apologize on behalf of our carrier partner for these delivery delays, as well as all the back and forth on the matter. I'm going to forward your order details and comments to our customer service management team immediately so that they can review further. They will reach out directly if necessary. Please also note, we do not block customer accounts for any reason - if there is something you'd like us to help you with in terms of checking your order status further just let us know and we'd be happy to walk you through it. Thanks for your continued patience, Betty.

Thumbnail of user juliew1451
1 review
1 helpful vote
January 8th, 2023
Verified purchase

I placed a large order online. The following day I received an email that there was a problem with my order and to call. When I called, the representative asked for my cc number. I had already entered it on my order so I didn't feel comfortable. I was told my order would not be processed if I didn't. I told this representative to cancel my order twice and when she asked, I confirmed I wanted it cancelled again. In a week, I received the order! When I called about it, I was first told they did not accept returns on personalized orders. I insisted, so this representative told me she would listen to the phone recording. After she came back on, she confirmed I said to cancel my order and said a supervisor would be calling. Later that evening, a supervisor called and offered the order to me for half off. I explained I had already purchased something else and did not want the order. She said they would provide a return label due to it being their fault. After a week of not receiving the label, I called at least three more times and emailed several times. I was told they would not send a return label or would be charged shipping. After many contacts, I finally received the return label and returned the merchandise. This went on from November to January. I still have not received a full refund after returning the items. They refunded all but shipping. I had to call and send three more emails before getting an email stating that I would receive a full refund including shipping. I guess I'll just stick with it until I do. I'm not sure if this is their common practice or if this entire fiasco began with a representative trying to get my cc info, but whatever the cause, it has been a large inconvenience and hardship for me. There should be absolutely no reason to give a cc number over the phone if it has already been entered on the online order.

Service
Shipping
Returns

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Company Representative

Thumbnail of user personalizationm
Personalization M.
Typically does not respond to reviews

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