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Review by Consumer4 years ago
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??
Update - 6/28/16:
Branders has requested my order number which is #BR80476
Update #2 - 7/8/16:
So Branders has had my order number for the past week and 1/2 and NO contact at all. The Order has both my email and cell phone info. Shows how interested they are in their customer.
Update #3 - 7/23/16:
Branders contacted me, apologized for the problems and refunded my expedited shipping costs plus more. It's a fair settlement. Thanks
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Branders stocks a wide range of customizable promotional products. We carry coffee mugs, sports bottles, glassware, koozies, tote bags, backpacks, pens, t-shirts, and more all in a range of colors and styles for your promotional gifts.
171 Main St #277