DiscountMugs

They are very helpful when placing an order but not so helpful in correcting an error that they make.

I ordered padded portfolios for our department. I sent in everything they needed and and prepaid almost $700. A day or two later I received an email asking me to approve my proof. So I clicked on the link and approved it. I get an email stating my product was in production. A week later I get another email asking me to re-send my artwork because they need a 300DPI image. No problem, I send it. I then get another email to approve my proof. I approve it. A week later, I get another email asking me to approve my proof... wait... how many times do I need to approve my proof? I send an email asking if there is a problem and I get a reply email stating my product is in production. A day or two later I get an invoice for someone else's account. I send an email telling them that they are sending me the wrong account info. They reply by referring to me as the wrong person and apologize. The same day I get another email from them wanting to approve my proof. Really? So I email the person that has been "helping" me. I ask her what the problem is; she dances around my questions. I never get a straight forward answer. Then I get another email requesting that I approve my proof. I tell the person this and she tells me that my product is in production and it takes 5-7 days and then two days to mail. I began this struggle with them on 11/03 and should have received by product on 11/20 by their calculations. But here we are on 12/09 and I get another email to approve my proof. I call the company and a girl answers the phone. She has the personality of a rock. She tells me that my product is currently in production. Well, then why was I asked to approve my proof again? She then proceeds to tell me to go ahead and approve the proof so they can start production. Wait, but you just said it was in production?!?!?!?! I told her to forget it and to cancel my order. She ask me if I'm sure because they can start on production as soon as I approve my proof... I'm supposed to get a refund with in 24 hours. We'll see how that goes.

This company is just terrible! I ordered canvas bags for a business event, it was a very simple order. Just print our business logo on small white canvas bags. Sound easy enough, right.?!?! It took SEVERAL days to get anyone to respond about whether they could use the exact PMS colors that I had for our logo's colors. After I spoke with a representative that promised he would make sure that those PMS colors could be used. Of course after I gave my CC info and paid. That representative was NO WHERE to be found and would not answer his emails. I should have known then, that I shouldn't have ordered. But I continued. After I finally received an answer about the bags, I got them ordered the proof looked great. I thought oh whew this is done! I received the bags the exact day they said I would. I opened box 1 of 3 and the very first bag I pulled out. Was just horrified. The logo was printed very crooked and not even centered in the middle of the bag. I started to look through about the next 5 and it just got worse and worse. It was so obvious the logo was not centered and so beyond crooked. I have been dealing with their "customer service" department for DAYS! Not only did I have to keep sending them picture after picture of the damaged ones, they said I had to go through each and every single bag (I ordered 300 bags!) and pull out all the ones that weren't damaged so I could give them a count of how many that were. I have a business to run, so apparently I should have time to do their job as well. I still haven't heard back from them. All I want is to send back the damaged bags. I am desperate and need to keep the "good" ones for our event. And just want my money back for their mistake. It is baffling that they cannot just own up to their very obvious mistake. Please do not make the same mistake I did and do any business with this company. They cannot handle large orders with SIMPLE requests.

Betsy Rivera was pleasant and explained everything to my satisfaction. She answered my questions and was accurate about cost on order DM*******.

My first choice was Vista Print; however, despite very responsive customer service, they couldn't meet meet a two week deadline without significant surcharges. DiscountMugs was the only place whose estimated shipping date was within my window and their price was reasonable. Unfortunately, all that was simply window dressing for a company that, quite frankly, is clearly only interested in getting your money as fast as possible.

Firstly, my artwork was uploaded incorrectly with no indication that the process was faulty. (No specified file formats were given, but their site automatically downsampled a perfect vector image to a resolution that was unusable for printing. Vista Print's file formats, in comparison were clearly spelled out and all worked perfectly.)

Secondly, my repeated attempts to contact them to verify the shipping window were met, effectively, with responses of "we don't care" and "just keep waiting" from multiple service reps. When I finally go through to someone who seemed at least moderately helpful, he then refused to respond to any subsequent messages after promising to "monitor" my order.

Throughout the entire process my shipping estimate remained consistent it was scheduled to arrive ONE DAY before my event, which was the time listed on my original order. That is until the product actually shipped, at which point the "estimate" was magically changed to two weeks later. Not one day or two days as would be a reasonable delay, but TWO FULL WEEKS.

That instantly transformed my product from a "welcome" gift to a "thank you gift". Unfortunately, upon finally reading the reviews on this site, it looks like I will well be throwing the product directly into the trash whenever it actually does arrive.

The purposely misleading print times are nothing short of fraud on the part of this company. I guess I shouldn't be surprised. When ordering from a site called "discount" mugs, you're probably going to get what you pay for. In this case, it seems customers are unlikely to get even that.

And the only reason my review is two stars is that I haven't actually seen the physical product yet. But if it's anything like what what other users have described, even one star will be too much.