Sarah B.

I order branded beach bags for my company's trip on Monday, April 2. The bag that I ordered was a 24 hour production item as I needed them no later than April 9th and wanted to ensure I received the product in time. During checkout I upgraded the shipping to overnight shipping to again, ensure I had no issues receiving these items in time. With the overnight shipping Discount Mugs "Guaranteed" delivery by April 5th.

On April 4th, I checked the status online to see if there was a tracking number listed. On the site it said that my "order is currently on track to be delivered by the below date - April 5th" however it also stated that it was still in production. When I noticed the discrepancy I reached out to a customer service representative asking for a status on my order and why I was concerned. I did not receive a response until the next morning April 5th at 8:12 am CST from Aileen Martinez asking if I still required assistance? At 8:29 am CST I responded back to her saying yes, can you please provide me with an update on my order and explained the discrepancy on the site. I did not receive a response back from Aileen. At 10:33 pm CST I emailed her again asking for an update as the order never arrived and I had paid for a guarantee deliver of April 5th. I never received an email back from Aileen with an update. On April 6th at 9:30 am CST I reached out again requesting an update and was disconnected. I reached back out at 10:33 am CST and spoke with gentleman who ensured me he was looking into it and would get back to me by 2pm CST. I urged him that I have been waiting for days for a response and if they could not provide the product I was losing out on going with another company who could. He assured me that he would get back to me. I never heard back from him either. After not receiving a follow up again for my order as he indicated. I reached back out for a status update and spoke with a Kalet Ponce. All she said to me was that my order had shipped and was currently in transit. She provided the shipping number. I checked the shipping and they sent it out Ground not overnighted as I had paid for and reminded them of multiple times. The item I had ordered and paid to rush here with plenty of time was scheduled to arrive on April 11th, 7 days after it was guaranteed to arrive and 3 days after the event I needed them for. I reached back out to her and asked why it showed April 11th when it was supposed to have arrived no later than April 9th (since they already missed my guarantee date). I received no response back from her either!

When I reached out to see why they shipped this ground and why no one called me back all I received was "I don't know, it looks like this was our fault, I am not sure why they sent it ground because it had notes all over indicating it was to be overnighted" They could not offer me a solution to correct their issue and since I didn't receive a response back from them until after 5pm CST their production team were no longer there and there was no way I could get my product prior to my company's trip.

The only good thing about this awful experience was that Hans Bejar a customer service supervisor refunded my money.

The lack of customer service at this company, false promises is unbelievable. I have worked with a lot of promotional companies both online and those with store fronts and I can say I have NEVER worked with a company that has such a blatant disregard for their customers.

A customer should not have to follow up to find information regarding an order multiple times when the company guarantees products. On top of that, not even have the decency to respond is beyond baffling to me. I am so sorry I ever trusted them with this order as they have now ruined the experience for my company's trip and left us with no other options to work with another company to fulfill our order. If they had responded and were honest from our first reach out on April 4th. We could have found another vendor