Totally Promotional — Local services in Coldwater

As many have stated here, their artwork team is horrible at replying back to your emails! This is my second time ordering with them and I'm having the same problems as the first time. In Feb 2019, I order two items. One items was suppose to be free shipping over $75, but I was charged the shipping. The other issue was the tax, which I submitted my tax exempt as instructed. I sent over an email regarding these two issues to have them removed from the invoice so I could pay for my order. After day or so of not hearing back from anyone, I decided just pay the invoice as it was (with the incorrect charges) and wait to be refunded the tax and shipping I paid to prevent any print delays. Of course, they took forever for to rectify the problem!

The other issue was the Account Manager assigned to me. Emailing her is like emailing someone in cyberspace. I NEVER got any response to my emails, no questions answered, etc. I too had some deadlines and needed to know if my items would arrive on time.

Now here I am again in June. Once again, placing an order and having the exact same experience. Same Account Manager, I sent emails she doesn't response to them. I sent in my tax exempt again and theres still tax added to my invoice. Two of the three items I'm ordering are free shipping on $75 order and again I'm being charged shipping. Sent emails and made phone calls and I'm told that my Account Manager will handle it. I just told them again, like last time I would pay the invoice as is and they can refund me the tax and shipping afterward out of fear that I would not get my items on time. Called and spoke with someone in customer service and they put me on hold to speak with my Account Manager and of course, she wasn't available to take my call right now. She will have to call me back to go over my charges.

We have a Men's conference scheduled in June and need these items no later than June 19. According to the website I should have them by then. Praying that I do receive them.

I sent over an order to another company the same day I sent my order to totally promotional. By the next morning they called me and said my order was received and the ark work was being worked on. Within one hour I had a proof. Sent over another item for artwork. Within 30 minutes I had another email with the proof. I was still waiting on totally promotional art proof. Then I received a phone call from the other company informing threy had sent over my proof for final review. Since then I have received several emails from them reminding they were waiting on my approval. Now that's quality customer service!

The only reason I did not place my order with them was because I needed a particular cup that they did not offer. However, they did offer the other two items, but I wanted to keep my order in one place. They other company was even willing to give me the 10% off my entire order and price match any item on the site if they more expensive. Now I'm hoping I dont regret my decision in not placing my order with the other company.

I guess there will be a follow up review to this current order, as I'm still waiting for a phone call from my Account Manager. I hope since I did pay my order in full before the cut off time today, that my order will be sent to print today and I get it my order on time.

At this point, I'm really disappointed with the outcome of how everything is going with my second time doing business with this company. After finding myself in this situation for the second time working with this company, it caused me to look to see if there were any reviews from customer working with totally promotional. Unfortunately, but not a surprise, that many of their customers have had similar or other issues with them. Especially with the return or responses to customer emails. I would hope upper management would really take these reviews serious enough to change their approach to providing quality...

I ordered custom koozies from this company on a Friday and paid extra for guaranteed delivery on the following Friday. Nowhere in my order did it mention that their approval process would be a email with a mock up being sent at 7:43am and my approval being needed before noon the same day. I sent my approval at 5pm the same day (so I had a 5 hour delay). I was continuing to track my order and it continued to state that the guaranteed delivery date was the same Friday. By Friday morning, I called the company at 8:23am to ask for a update because it still said my items were in production. The employee on the phone looked up my order and told me that I should not worry and that my items would be arriving that day. She said the next steps would be that I would receive a email stating that my items had shipped and that they would arrive that day. An hour later, at 9:17am I received that email and was assured from the information the company gave me, that I would be receiving them that day. However, at 12:12pm I received a email from the company stating that since I was 5 hours late in my approval response from 4 days prior, that they determined they had an extra day to get to it me, and since those are business days, they shipped it for Monday instead of Friday. They even managed to add that if they would have known sooner that I was concerned with my delivery date, they could have shipped them expedited so that I would have received them on time..... After I literally was on the phone with the company that morning telling them that I needed them that day and they told me they would be here. They said there is nothing they can do about getting them here sooner since it has already shipped and since 4 days ago I was late in a response. I explained that my delay in response was a non-issue as of that morning but they offered no solution. I asked if I could be refunded for the koozies and I could send them back once they arrived but they just responded saying sorry! your order doesn't qualify for a refund. Obviously this was a issue on their end with communication and organization. If I truly had to respond within 4 hours to their approval email, they should have communicated when that would be getting sent to me so I could have looked for it during my normal working hours. Also, they should have updated all of the order information to reflect the delay in delivery when someone goes to track the progress. And on top of that, for me to call and ask and them reassure me just to a few hours later say no nevermind because of my mistake from days ago is so unprofessional. Take accountability for what your employees tell customers and if they told them the wrong information, at least offer some type of solution. I will never be using this...

What an awful experience dealing with this company! We were interested in ordering some coasters for an upcoming event. We first got a sample to make sure it was what we wanted. The sample was sharp and sturdy with bright colors. So we went ahead! Just the ordering process alone was such an ordeal, we couldn't seem to place the order for the quantity we needed, and every time we reached out we got a different service representative, all writing from the same e-mail address. Talk about confusing! How do you know you're communicating well with the same person. But that seemed to go fine, and we got a proof. Then we entered into some ordeals with spam filters, which is no fault of the company, however it further confused the issues, and led to our rush order being over a week late. (This turnaround time was one of the reasons we had decided to order from Totally Promotional). The proof looked great, sharp and bright like we had seen on the sample. It seemed all good!

Then the coasters arrived (again, over a week late). They were blurry, faded, off-center, and honestly not even printed on the same paper as the sample. I work for an art center. Of all types of organizations to try and pull one over on, choosing one that is deliberate about design was probably a poor choice. You couldn't read some of the lettering due to blur, and worst of all they did NOT FOLLOW THE PROOF. They had printed part of the backside of the coaster OVER the front artwork. This had not been in the approved proof for printing.

When asked for a refund they offered to re-print them. There was no way I wanted DOUBLE the number of a pretty poorly manufactured item. But frankly I didn't even have a choice since we were already a week behind schedule, therefore forced to use the un-professional version. So they offered us 25% refund, which frankly is ridiculous. All the coasters were poorly made, not just 25%, and half of them were blatantly wrong from the proof. But when pushed further to speak to management we were informed that the folks we had been communicating with through generic e-mail addresses WERE managers.

They sent the case to a review board, and this was the response, "The committee concluded that our staff exhausted all efforts to treat you fairly and with respect to resolve this matter. The resolution that our Resolution Committee and I have deemed to be the most fair in this situation is as follows:We can go up to a 35% discount.

This decision is final. Please note that we make it a top priority to look at all issues and concerns presented in each case before making our final decision."

We will likely do this project every year, but we will certainly never be using Totally...