1/5

posted May-17-2012

"1. Order # DM719616/DM738339 PG116 24 oz. Flip Top Sports Bottles:

I don't usually go out of my way to write review but after two orders with Discount Mugs I would NOT order from them again. I know they have great prices and when an order goes well - they're great! But, if you have a problem customer service in our case was terrible.

Our initial order was for water bottles. The bottles arrived and the quality was better than we could have hoped for BUT the colors on the logo were wrong - to the point where we couldn't read part of it. I sent customer service a picture and they promptly placed a RUSH replacement order for us to correct it. We were told the bottles would arrive by our event date May 19th.

When we got the proof for the new replacement bottles the logo showed the EXACT SAME mistakes in the color of the logo. We called the DM art dept within 1 hr of receiving our proof and asked them to correct it. We were told we would get a new proof within 4 hours. We called the art department after not receiving a new proof. It took them 2 days to get us a new proof to approve and this order was supposed to be rushed. Got the new proof - looked great. We approved it within 1 hr.

We confirmed with customer service that the 2 day delay on the part of the art department wouldn't delay shipment. They said the order would definitely ship by May 14th and arrive by the 18th for our event on the 19th. On the 14th the bottles hadn't yet finished production - they were still in the production decal print department. I spoke to another cust. serv. rep who said not to worry they'll arrive on time. On the 16th they STILL weren't finished.

I spoke to a customer service rep who finally after 1 hr on the phone transferred me to a manager. Every time I politely asked to speak to a manager she put me on hold and relayed my message/question. After getting a bit tired of this back and forth for every question she finally transferred me to the manager.

She informed me that it was possible the order might ship on time but she would need to go check on the bottles in production and she would call me back shortly. By the next day - no call. Not a problem, things come up. As long as the order gets to me on time I'm less concerned with a call back. I call back on the 17th to follow up. Now I'm told the order is in pre-shipping and will ship out tonight but it's going ground and will not make it in time for our event. Again with the back and forth between the manager because they won't transfer me over.

1st - they offer to send me 50 of the 140 bottles next day and the rest will go ground which is completely unacceptable. I can't tell 90 people to come back for their graduation gifts days after the graduation.

2nd - they offer to send the entire order Next Day S&H but because it will cost $194 they want to know if WE will pay half. I'm sorry but that's unheard of! DM messed up the 1st order, they messed up the replacement order proof, they delayed the new proof and now you want US to pay half the next day S&H so the replacement order can arrive by the time they guaranteed us!

We were even told by the manager that the printing method used on the bottles we bought takes a while - it's a long process. Not for nothing but if that's the case then customer service shouldn't be guaranteeing a ship by date to people for events. I know this is harsh but it's not really the customers responsibility to cover the expedited shipping costs in a situation like this.

Finally they concede to send them next day via Fex Ex at no cost to us. We have a tracking # and they're supposed to arrive tomorrow - fingers crossed. NO ONE should have to go through this mess just to order some water bottles.


2. Order # DM726854A 1/4" Rectangular Mouse Pads:
The order came out perfect, shipped on time, could not be happier. They look wonderful and the quality is great!


3. Order # DM726854B Journalist Metal Ball Point Pens:

The pens shipped out & arrived on time but the quality is poor. After what we went through with the water bottles I don't want to even think about calling DM Customer Service Department back. Many of the pens have incomplete logo's. The logo was printed is white ink on the blue pen. It's NOTHING like the picture. The pens on their site show a larger, crisper, clearer logo then what they can print. The white ink on the pens looks watered down and opaque in areas. Last, many of the pens have a white residue/film on the rubber grip (perhaps the ink rubbing off in packaging?) and you can't get it off. I tried using a moist paper towel on 1 pen to remove the film but no luck.


In the end, take the review as you will. Apparently many people have been happy with their items but we have had a nightmare experience with our water bottle order so much so, that I don't want to call and complain about the terrible quality & horrible printing of our pen order. I would definitely NOT order from them again. The cost may be low but you don't get the quality or customer service they say they provide. It's a shame."

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1/5

posted May-16-2012

"I ordered water bottles for my Church Fundraiser,got them on time but after filling bottles with water the printed logo came right off. Have been back and forth with customer service to correct this problem. They have not solution, Now I have no product for the fundraiser. Why would you use ink that is not water proof on a product that uses water? They still have not been able to answer that question. "

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4/5

posted May-06-2012

"Hi,

Discount Mugs has been making great progress with their customer service. Recently they had a couple issues with having items in stock but worked with me to get what I needed for my customers. They even expedited shipments at no addittional charge. In the past this would have never happened. Thank you for your effort. I see you growing as a company.
Discount Mugs is a highly unreliable source for my my products. Several times they have been out of stock and I have to let my customers down. Worse yet I have been told they could not deliver after I have ordered and just 2 days before my customer was expecting delivery. Recently I had another case of DM being out of stock. The good news is that it was coming in before the date I needed it. This time DM came through!! I worked with someone named Ernesto who made sure I got my product in my hands without expedited delivery charges. Thank you Ernesto. The order arrived a day earlier than expected and my customer was happy."

This review was modified by dondodgerfan23 on May 18 2012 08:46:44 AM

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4/5

posted May-06-2012

"Excellent customer service, however, the online information for custom designing my order could have been much clearer. It was an inconvenience to need to contact customer service several times to get my order through. The product shipped early and was in perfect condition."

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5/5

posted May-03-2012

"Fit within my budget, Best products, great imprint quality, nice people. This is what I can say about the company. I strongly recommend to other people."

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5/5

posted May-02-2012

"Product as advertised. Received in a timely manner, always important. "

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5/5

posted Apr-30-2012

"Very satisfied with quality and delivery"

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5/5

posted Apr-30-2012

"I had a great experience with Discount Mugs. Anna from the phone service center was most gracious in helping me fill out the order form since I'm certified low tech when it comes to many things on the computer.
The art department seemed to replicate well the graphic work I had sent to them and returned the proof promptly.
Finally, the order came on the date it was promised. What more could I want? Oh, I know, the free shipping offer that came about a week after I paid a couple of hundred dollars for shipping. You guys are clever. If I would have known about your tricks I would have only placed half the order to begin with and then placed the second half when I received the free shipping notice. I'll tell all my cheap friends about this little scheme.
These glasses were for my 50th high school reunion. I'll know better for our 75th reunion when I'm 93 years old.
Have a great day! And double Anna's salary, please!
Dennis"

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5/5

posted Apr-30-2012

"Considering I ordered these on 4/20/12 and the actual item that was chosen was out of stock, the replacement pen was a very nice substitue. The pens arrived 3 days sooner than expected which was a pleasant surprise. It's stylish and our logo looks great on it. Thank you very much for excellent customer service!"

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5/5

posted Apr-28-2012

"The staff at Discount Mugs was great. They made sure my art was done correctly for the application. They also made sure my order arrived on time by sending it 2 day shipping instead of the normal standard! Thanks!!!"

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