STAY AWAY FROM THIS COMPANY - Use 4IMPRINT or any other promotional company.

I will try to summarize my issue, what's more important is the response from Discount Mugs.

I ordered approximately 120 glasses with our non-profit logo and lettering to give away at our charity golf tournament. We handed out about 85-90 glasses. Note that I ordered these glasses 3 months prior to our event to take advantage of a 20% discount that ended 2/28/23. I rec'd the glasses and inspected them and they were fine.

A week after our event on 5/5/23 I rec'd a text from another member of our organization along with a picture of what her 2 glasses looked like after going through 1 dishwasher cycle. Part of the logos and lettering on both glasses had peeled off. I then took 2 glasses from our remaining and washed them the logo and lettering on one of them peeled off. I then heard from 3 others who had the same thing happen to their glasses.

I reached out to Customer service, and they asked to supply pictures. I did so of 3 glasses that the logo was defective. I rec'd an email back the next day first saying that my dispute was beyond the time frame for any disputes, but they said they would see what they could do. The next day I rec'd a follow up saying that they would offer an online credit for the 3 glasses that were defective. That credit would only be good for 3 months. They said they would also give us a credit for any additional pictures we could provide.

So, what they were saying is that if I could reach out to everyone who rec'd a glass and had an issue please send me a pic. Then even after accomplishing this virtually impossible task all I would have is an 3 month online credit.

Our organization only orders promotional items for our yearly golf tournament so to take advantage of the 3-month credit I would need to order something before August 2023 for an event next May 2024. And what if that item was found to be defective after our May 2024 tournament.

I have about 60 glasses in boxes that are useless. I am not going to give out glasses to our members or guests at our meetings that potentially will peel off. Now I could dish wash the remaining glasses and then send pics to DM but what if in some cases the logo peels off after 2,3 or more washes and if I was able to send pics and DM gave me a credit again it would only be for 3 months which is totally useless for our organization.

I detailed all of this in a lengthy email to DM CS and they replied like they didn't even read my email because after telling them i would be unable to use any online credit in 3 months' time they offered. They said if I could provide 15-20 pics of proof, they would offer an additional 20% credit again with the 3-month expiration which again is useless for our organization. So now our organization has given out defective items to our golfers and I have about 60 more glasses that I might as well donate to Goodwill since I do not know which ones our logo will peel off in future dish washes.

I told DM to remove my contact information and I plan on unsubscribing from their promotional email listing the next time I get an email.

Take a chance and you may get the item you pay but if you want to get your money's worth use ANY other promotional company and save face by staying away from Discount Mugs. I should have known. Don't trust a company with "discount" in its name. Turns our that's what you get.

James

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

I purchased Acrylic Tumblers with 2 different logos for gifts that were to be distributed to the youth within our program. The order process was easy and they were shipped 2 days earlier than they indicated, unfortunately, that was the only sunshine in this situation. I noticed that 4 of the cups were cracked (2 cups for one logo and 2 for the other), which was most likely caused by shipping, and that 7 straws (which were to be included with the cups) were missing.
DAY 1: I contacted customer service, explained the issue, and was advised to email pictures of the damaged items with the order number and allow up to 12 hours for review.
DAY 4: After 48 hours of waiting patiently, I still did not get receive anything from them, so I contacted the rep supposedly dealing with my account. He advised me that the claim was received but was pending approval from the "back office". After stating that it had already been 48 hours, he stated he would look into what the issue could be and contact me back.
DAY 5: I never received a call back or email, so I attempted to contact the rep directly and only got his voicemail. Eager to get a resolution, I contacted customer service and spoke to a new rep. He advised me that the "back office" had still not approved my claim. After stating that I had already been waiting for 5 days, he stated that he would advise the "back office" of the urgency and promised to contact me back.
DAY 6: I received an email from the rep offering a refund and a courtesy credit to accept the order as is?!?! I specifically stated that I needed the products replaced as they were gifts for youth within our program, and due to budget restrictions, we ordered the EXACT number of products needed. Due to being unable to call him directly at the moment, I responded to him declining the offer and requested full replacement as well as how to proceed to get this accomplished.
DAY 8: Due to their offices being closed on Sundays (DAY 7), I contacted the rep since he never responded to my email nor reached out to me any other way. Of course, I got his voicemail each time I called. Once again, I called customer service and spoke to a new rep just to explain the entire ordeal again. She contacted the back office and advised that she was able to get my replacement request approved and I should receive a new order number the next day with all of the details. I finally thought a resolution had been made!
DAY 9: Received an email with the new order information and the amount of cups being replaced was WRONG! The order was for 4 cups with the SAME logo, when I specifically stated verbally and via email that I needed 2 cups for 1 logo and 2 cups for the other logo replaced, as well as 7 missing straws! This was still going to leave me 2 cups & 7 straws short! I contacted customer service YET AGAIN and spoke to another rep who attempted to offer me the refund again even though I had already clearly declined it! He stated that he spoke to the back office Manager who was going to expedite the rest of this process. When I asked if the items would be received by our event in 4 days, they couldnt promise me that, even though I started this process 9 days earlier!?!?
DAY 10: Received an email with 2 new order numbers and no other communication. Not an apology. NOTHING! They arent even expediting shipping to guarantee delivery before the event despite the fact that this entire process taking so long was THEIR FAULT! They are now sending me 4 cups with one logo and 9 cups with the other, which is STILL NOT WHAT I REQUESTED, but Im DONE dealing with them! I WILL NEVER RECOMMEND THIS COMPANY TO ANYONE! They would rather shove refunds and credits at you than lift a finger to accommodate your true needs!
STAY AWAY!

The product finally received was acceptable as expected. That's where the good news ends. Placed an order for 50 cups to give out at the family reunion on 6/16/16. We were on the phone talking with a sales person while entering the order on the internet, to make sure we had it right. That was the morning of 6/3. He assured us that we had done it all correctly and the additional $100 accelerated shipping would ensure our delivery by the 14th. Our proof was accepted the next morning, the 4th, and went to production department on the 8th.

As I had to leave town (Illinois) for the event on Wednesday the 15th, I decided that I should contact them on Monday the 13th to make sure all was good. I chatted with a customer service rep on the 13th and, after checking, told me all was good and I would have them tomorrow, the 14th.

When the UPS came up empty on the 14th, we called customer service to see what's up and were told that they were in production and "we would have them by the 20th." After a serious discussion and a couple calls, they promised they would have them in our hands in Kansas City on the 16th - the day of the event kickoff. Gift bags with other event items were to be distributed to everyone then. We provided them the new delivery address in KC and crossed our fingers,

In KC on the 16th, NO delivery. But, they did show up in IL! Phone calls resulted in their promise they would reroute and be in KC on Friday the 17th. In the meantime, the event kicks off without the signature cups.

Mid day on the 17th we get 1 box, half of the order. More calls with promises that the other box is still on the truck and would be delivered yet that day - of course, that didn't happen.

Saturday the 18th brought the well experienced 2nd box with several broken lids. Too late, many of the family members had headed home that morning without cups. Now other family members have their cups and will deliver them "the next time we see you."

So much for customer service promises and follow through - and what about that $100 extra to make it all be fine?

Worst, Worst, WORST customer service I have ever experienced! The amount of time and frustration I spent on the phone trying to resolve my issue wasn't worth any amount of "discount" there may have been on the order.

After first submitting my artwork for three separate mug orders, I received back a proof which did not follow the instructions I had submitted. I called customer service, clarified the issue, and waited the 48 hours in which they say they you're guaranteed to receive an update that the mugs had been approved. It never came. Had to speak with customer service, and they pushed my order through.

Once i finally did receive the mugs, they were terrible quality. Blurry lines, missing lines, random marks. Only two out of the 6 mugs I ordered were fine.

I called customer service yet again to see if I could re order the mugs or get a refund for the poor quality mugs. The associate told me to email her pictures of the mugs, and she would call me back within 10 minutes. I emailed her pictures immediately and NEVER received a call back.

I called in the next day again, and was on the phone for over an hour while a different associate located the email i sent, continued to tell me she didn't see the errors i was talking about on the mugs (which is truly baffling to me since we were looking at the same picture) and finally that she could give me a 6 dollar store credit, when i spent over $60 on the mugs & shipping. I asked to speak to a manager, and he too said he couldn't see any errors on the mugs and that he needed me to send even more pictures. I was so frustrated that I just said forget it, send me whatever refund you can, I'm not going to waste my time sending more pictures, and I'm done. He told me he would call me back in 10 minutes. Two hours later and he never called back.

I called back AGAIN and asked to speak with a manager right away. That associate said there were no managers available, and she could offer me a $13 store credit, after another long hold. I insisted on speaking with a manager, and then one happened to be available. He finally agreed to give me a $30 store credit. Which honestly, wasn't worth the time I spent talking to these people on the phone. And now I have to use it to buy poor quality merchandise?

Thanks but no thanks. I will not shop here again and tell everyone I know to do the same.

Fast service, affordable price and good customer service
Ask for maria Giusti, extension 1211

Yoel Carrillo
Order #DM*******
Yoel was great to work with!

The sales rep I spoke with, Maria Giusti, was AWESOME! She was very helpful and friendly.

Great service!

If you need something done right the first time, you talk to Joshua Corbin! You can reach him at *******@discountmugs.com -- THANK YOU JOSHUA