Awards Gallery — Local services in Killeen

I am rating this company 4-stars because I have done business with this company many times and have not had an issue with them until my last purchase. In March of 2024, I purchased two military plaques from Awards Gallery LLC' website. I paid in full for two "Military Pistol Plaques" that each contained a M1873 Cavalry Pistol. The product description states that the M1873 replica pistol has a 7" barrel and has a shiny nickel finish. The payment amount for the two came to $630.73. This is what I expected to receive after paying full amount for both pistol plaques. However, I did not receive the correct pistols from this company. I received the plaques in great condition, but the pistols I received are a 4" barrel with an antique grey finish. In addition, the hangers on the plaque are set up for a 7" barrel. The 4” barely fits. I called the manager to notify the discrepancy and she stated that it "may" have been due to the manufacture no longer selling 7" barrels. I explained to her that her company's website states a product description of 7" barrel and nickel-shiny finish, and that is what I purchased. Not a 4”, antique grey finish pistols. She stated she has no control over what the website states and that I would have to pay for shipping of the new pistols and shipping of the wrong pistols back; as well as pay for any cost difference for the correct pistols. I told her that I am not paying her anything because I purchased the pistols as advertised in the product description. I requested for her to verify with the manufacture, so that I may receive what I purchased and that I could discuss payment concerns upon verification. She agreed, but has not called me back. Years ago, I purchased these same pistol plaques with this company and I got a 7”-barrel, shiny finish. There is no excuse for this manager’s mistake. The manager made no attempt to make my order right. She did not offer to get the correct pistols, nor did she refund the difference of purchasing a 4” barrel pistol. The manager was highly offensive, unprofessional, and un-becoming of a “manager” of this great company. I want to continue to do business with this company because I have purchased the tomahawk and pistols plaques from this company and they were great. However, this last purchase has burned my trust with this company. I see in other reviews that the owner has responded. To the owner, I would really like to share my last experience of communicating with the manager of this store in an attempt to restore my good faith with...

"Experiences may differ." Some of my colleagues have successfully ordered from this business. It has been a terrible experience for me and I won't order again. I placed an order at end of business on March 2nd, invoice received March 5th, estimated completion March 7th, estimated ship date March 9th (2nd day by air/expedited). Today is March 20th and I just received the package. Every step of the way, I have had to call and push for updates. On several days, I called multiple times and no one answered (business days) or returned my calls/messages. Justin, the owner, picked up one day and he did fully reimburse my shipping cost because UPS made the initial error; however, he informed me I would get my order by last Thursday or Friday, didn't happen. Then I talked to Cynthia (who was extremely helpful but had been gone on vacation, thus the apparent reason for no customer service). She informed me I would receive the package by yesterday, then I received a UPS email that I would get the order today (with an incorrect suite added to the address, somehow). I was able to call Cynthia and she fixed the shipping issue so I actually received the gift today. The real issue is that I couldn't properly present the award to a leader. It was nice for shipping to be reimbursed, but for all the trouble I went through, and the principle of the matter, I expected an extra discount on top of that reimbursed shipping or any encouragement to use their business again. The award itself is beautiful, but having received it so extremely late and with all of the phone calls I had to make to get a solution, I will not be a return customer. If you're in the area, maybe it makes sense. But I've ordered from other gift and award companies in the past with zero issues and I will continue to use those instead. I would like to thank Cynthia for helping me resolve everything in the end, and Justin for the free shipping, but this will be my first...

This last December, I ordered 5 gifts from Awards gallery and had issues with 4 of those gifts. As you can see in the pictures, the embroidery is terrible quality. The stitching on the Battalion colors was off, the background color was incorrect, and the image of the bird itself looks awful compared to others I have seen. When I complained, the woman at the front desk was rude, then after looking at it she said word for word, “wow this is embarrassing. I can’t believe they were going to give this to you. Regardless, it’s going to be $45 for a new one. There’s nothing I can do about that.” She admitted their product was embarrassingly bad and still told me I was going to have to pay extra to get a new one. I ran into other issues as well. As you can see the embroidery of the CO colors is crooked and of poor quality. On the plaque, they did not cut out the outline of the 2 logos, making it look cheap. The other plaque I had made originally had the wrong logo on the front, but they did correct that one. There are more deficiencies and details I could add, but this review is already long enough as it is. Ultimately, the quality of the products is poor and the customer care is awful, as the woman at the front desk gave me an attitude every time I pointed out a deficiency. This was an incredibly frustrating experience and I ended up having to spend more money at a different location to get new gifts for my Soldiers. Don’t waste your time...