Small Batch Louisiana — Local services in Sterlington

The headline here is that customer service at Small Batch Customs does not exist. If you need anything or have questions or trouble with your order, you will not get help. Only order from this company if you have no time constraint and an absolute trust that nothing will go wrong because you will not be able to reach anyone for help. I texted 3 times, emailed 4 times, called twice, and tried to live chat on the website and never reached a person. I see their review responses say it is a "small family company" and "it can be hard to produce orders and provide customer service when it gets busy" but that's no excuse. Their site said I would have my item by May 1st and if it's a "small family company with few employees" they shouldn't make such promises--just be honest in advertising the production time needed!! I literally just wanted to find a way to make this work and could not be more frustrated and bothered by the service Small Batch customs provided me--which was basically NONE. Here's the full situation: I needed a last minute wedding gift because what I had hand made was not going to travel well to this destination wedding and was not going to work. I ordered some Mr and Mrs Yeti mugs from small batch customs because the product page said "Want it May 1st? Select two day shipping at check out!" So I quickly placed my order and selected two day shipping since I needed it my May 2nd. I immediately got a confirmation email that instructed me to leave a message: "If you need your item by a certain date, please contact us immediately via the messenger portal on the website." I went right to the site and left a message since I needed it no later than May 2nd. By April 30, I became concerned since I had no shipping notification and emailed them. I didn't hear back and emailed another address much later on the 30th. I emailed again in the morning on May 1st and still never heard back. I also tried to live chat on their website and no one ever responded. My husband called several times and finally got through on May 1st in the mid-morning. He got the impression that our order had not even been started. A few hours later, I got an email that's said it had shipped and was expected by 8pm Friday May 3rd. The absolute latest we could have it was noon Friday so my husband called again and the rep tried to charge him $45 to expidite the shipping. She acknowledged that it was not our fault that the order was prepared late but refused to make any concession toward the extra shipping cost at all. He was not willing to pay for their mistake and canceled the order. Now I have no wedding gift and I have no time to order anything else since this wasted 4 of the 5 days I had before I leave for the wedding. Again, if your company requires more than a few days to produce an order, that is okay, BUT only if customers are not specifically told otherwise by the advertising on your own website! The only good thing was that they refunded my $109.00 quickly. I even got a text confirming the refund--which I didn't even want--I just wanted the items I ordered!!-- so I texted back hoping for a Hail Mary fix and received no response. Literally any response to me during this process and we could have resolved things. So upset and disappointed. Don't trust this company with your money and DEFINITELY don't trust them...

UPDATE: as soon as I opened a PayPal case and left some bad reviews, they shipped my order. only, it wasn't my order. So I reached out and told them, and they said they will send me the correct order. so, after all of this time, I ended up with two cups, but only got what I ordered on the second shipment. The quality of their powder coating is great, and I love that they offer the polar camel line. customer service was great, but it never should have gotten to that. I'd still say order R your own risk. I give them 2* for making it right and getting my order to me eventually, as well as the quality of their services rendered.

I placed my order on 7/28/18. Got an email saying item would be delivered within 7-10 days. About 20 days in, no shipping notification, no item, but a charge on my PayPal. So, I messaged them on their website. They assured me 'they had my order and since it's custom, it takes longer, but it will be coming!'

Well, now its 9/10. I've yet to receive my item, a shipping notification, or anything else. I've opened a case with payPal. I've called them (no answer). I've messaged them on their website again (no answer). I've even messaged them here on Facebook messenger, which they saw on Thursday, but now its Monday and they have yet to reply.

I understand your items are custom. But if its going to take you 2+ months to fill a custom order, MAKE THAT CLEAR ON YOUR WEBPAGE, and make it clear in your shipping estimates.

In 2018, waiting 2 months for a custom cup is just not worth it to me. I have requested my money back, and will never try to order from these...

The company was sold to a new owner, Dee. Dee contacted me over a year later regarding the previous owner of the business failing to deliver the ordered product. Even though she wasn't responsible for the error, she made it right!! That is amazing customer service! You couldn't ask for more from a business. I'll definitely be ordering from them again in the future.

I don't know if this company went out of business or not. BUYER BEWARE!!! We ordered a custom Yeti from them before Christmas that was supposed to be delivered January 7th. Today is January 18th and we still haven't heard anything from the company. If you call their customer service line, it states mailbox is full and disconnects you from the call after 5 minutes. Our attempts to reach them through email have also failed to garner a response. We have ordered from them several times in the past without issue, so no idea what's happened with them.

I just looked over the reviews for this shop and noticed that a large majority of the postings were first time reviews. Usually, this is an indication of someone paying...