Ellen P.

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!