Personalization Mall
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Personalization Mall Reviews Summary
Personalization Mall has a rating of 1.9 stars from 527 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Personalization Mall most frequently mention customer service, tracking number and christmas gifts. Personalization Mall ranks 151st among Promotional Products sites.
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Placed 4 different orders on November 29 and 30th. All were shipped and delivered except 1. Email said it was shipped on the 3rd, but no update since then. Can't get ahold of anyone and have been trying for a week.
Like many others, my order says it shipped on 12/4. How're, the USPS tracking shows only the label was created, and it has not shipped. Today is 12/17. I'm doubtful I'll get it by Christmas. I gave emailed customer service, but have not received a response. Buyers beware!
Hey, Jennifer. We apologize for the longer than usual wait times for response, and the delivery delays with our carrier partner. I have forwarded your order details and concerns to our customer service management team for further review, and they will reach out directly if necessary. Thanks for your patience, Jennifer.
CONFIRMATION EMAIL FROM PERSONALIZATION MALL:
Ordered on Dec. 1
Shipped on Dec. 5
USPS TRACKING:
Tracking the package with USPS says LABEL was made on DEC. 5 but USPS has NOT received package. NO MOMENT SINCE DEC 5.
Hello, Alethea. Can you please respond to the private message we just sent with your order number so that we can assist further?
My order that I placed on 11/29 that was supposedly shipped on 12/02 has been sitting in Atlanta since December 10... label created for usps but it's not moved from The place in Atlanta. I ordered this somewhat early to get it before Christmas. I get that there are shipping delays, but it's absolutely ridiculous that it hasn't made any progress. And, your company has the nerve to send emails and advertise that there is still time to order and get items before Christmas. What a joke. If I do not receive it ASAP, I will dispute the charges with my my bank. I see from all the horrible reviews of this same thing happening that I made a huge mistake ordering from you.
Hey, Tracy. We apologize for the delays to your order, and wish to help escalate your concerns to our customer service management team. Could you please provide your order number via the private message we just sent you so that we can assist?
I am very unhappy with my recent experience with this company. I ordered a Christmas gift on Nov 5, and haven't received it. It says it was delivered via FedEx, however it is no where to be found. With Christmas only a few days away I have been trying repeatedly to talk to someone (emails, phone calls) and I've yet to hear from anyone! I was hoping to get this taken care of to get this gift by Christmas but I guess that won't happen and I'll be lucky to even talk to someone at this point.
Hello, Samantha. Thanks for reaching out, and we are so sorry to hear about your order concerns. Can you please reply back to our private message with your order number so that we can look into this for you?
My girlfriend and I lost our apartment and all of our possessions in a fire this November. We thought our new apartment would feel more like home with some stockings over the fireplace for Christmas.
We placed an order on December 9th and paid $30 for rush shipping. On December 10th, we received an email that the order was shipped, and provided us with a tracking number. Throughout the week, the carrier (United Delivery Service) showed they hadn't received the items for that tracking number. I had called Personalization Mall only to get a message that their phones are turned off due to high call volume and I should communicate through email (understandable... it's Christmas in COVID after all). So I emailed them on the 14th asking about the order.
It is now December 18th, I have yet to receive a response, and the carrier shows no information for that tracking number (screenshot attached). Outside of calling their main phone line and guessing extensions, I feel I am out of options in getting ahold of them.
Hey, Brett. Thank you for bringing this to our attention and we are very sorry about the delays in response to your emails. I have forwarded your order details and concerns to our customer service management team for further review, and they will reach out directly if necessary. Thanks for your patience, Brett.
No one able to help me when I ordered a special gift. The said the spelling was wrong and I revie the product and it was fine. I asked to speak to a supervisor on nov 22, when my original purchase was on the 3rd. They said it did not get sent out and that the spelling would be corrected. But it would be 5 weeks. Then I revie Ed an email saying it was sent on nov 18. Do not only did the representative lie to me no one ever called me back. Now I'm calling and have been hole for over an hour. They have my money and I have no gift and I would never use them again
Hello, Monica. Thanks for reaching out, and we apologize for the confusion here. Could you please reply back to the private message we sent with your order number so that we can help investigate further?
I placed my order on 12/8 and they told me it was shipped on 12/10 which I thought was super fast for a personalized ornament. But it has sat at the Glendale Heights facility since then and USPS is still awaiting the package? (It's 12/18!) Something is not right here. Left emails and there was no response, customer service not taking calls. Won't use this company again!
Hello, Patti. We apologize the tracking info for your order is taking longer than usual to update. While some of our carriers are experiencing delays in processing, we would appreciate if you could share your order number with us via private message so that we can help investigate further.
They responded to my complaint here and asked for my order number so that they could look into it for me. They keep apologizing for the tracking not being updated, but it is clear that the item never left their facility in the first place. There is nowhere I can reorder it locally and still get it in time for Christmas. The most recent response was that they were going to refer it to their customer service team and someone would be in touch with me. Well that hasn't happened. Again, I so wish that I had checked into their reputation before I placed the order. My grandson is going to be so disappointed that he does not have the gift to give to his parents. Nice way to break a little boys heart Personalization Mall.
Hello, Elizabeth. Looking at our records, it seems that we did reach out shortly after your original post via email on 12/17 after conducting an internal investigation on our order. As your order will be shipping to Canada, as stated at both checkout and in our most recent correspondence, your delivery window is 7-12 business days. This would indicate delivery up to and including 12/24 given the ship date. While we can understand how frustrating it can be to not have the tracking info available, we can assure you that your order is in transit. Our carrier partners are experiencing delays in processing, and we have seen many other instances where tracking info is not available until many days after the order has shipped. We greatly appreciate your patience in this matter and encourage you to reach back out if you still have not received your order after the delivery window has passed.
My 11-year-old grandson contacted me by text and said that he needed my help. He wanted to order something personalized for his parents for Christmas but couldn't ask them to order it through their emails/credit cards. I told him he needed to send me the info asap so that we could ensure he'd get it to give to them for Christmas. I placed the order and receive an email the next morning saying the item had shipped. When I clicked on the tracking it said: Waiting For Package To Arrive At Facility. One week later I called and waited for almost one hour to speak with someone - they said it had shipped. I know things are delayed these days, but one would think that if it had actually shipped it would have been scanned somewhere at some point. I don't think it ever left the facility. Now I am left trying to reorder something for him so that he has something to give them before Christmas. I usually do my research before I purchase something from a company, but because my grandson asked me and I wanted it to be here before Christmas I did not do my research. Big, costly mistake.
Told it should be here within 2 Weeks. I have tried calling repeatedly and email and I have not received anything back from anyone. I ordered 12/4/20 and I have no update since 12/5/20. I do not recommend ordering from them if you want your items.
The products are really excellent when they arrive as ordered. If there is a problem with the order, you are then treated to the worst customer oriented service I have ever experienced. Phone calls are useless when you can get through, which is rare. Emails are rarely answered. COVID 19 is a convenient excuse that they hid behind. If you like playing a game of chance with your order, this is the company for you. If you are expecting anything resembling customer service, you will be disappointed.
Hello, William. We are sorry to hear about your poor experience thus far. If you have a particular issue with an order of yours, could you please provide your order number to the private message we just sent you so that we can help investigate? Thank you.
I ordered a VERY special gift for my partner on 12/11/2020. Site says ships in 2-3 business days and please 5-7 days for transit. Ive contacted FedEx who says a label was made 12/12/2020 but DOES NOT have the package. HOWEVER, i have an email from Personalization Mall that says it was shipped on 12/12/2020. Soooo where is my order? If my items havent been even made yet please just refund my money! If its not been shipped be honest! I want answers. IS this a legit business? Or was I scammed? If so so i need to contact my bank and report it to get my funds back? I understand its Christmas and things take longer to receive, but this is ridiculous
I just need answers... anyone?
Hello, Dianna. Thanks for reaching out and bringing this to our attention. We are very sorry to hear your order has taken longer than you expected. Given your order date and stated shipping business days, you may not receive your order until that last business day for transit, which would be 12/22/20. However, we can understand how frustrating it is to not have the tracking details available, so we would love to help follow up on this to make sure everything is in order. Can you please respond to the private message we sent with your order number so that we may do so? Thank you, Dianna.
I ordered my wife a Christmas present on 11/27/20 and was told it shipped on 11/30. Last update was 12/4/20 sayi g ot was in the way to the shipper. No updates at all since then. I have tried to call them everyday for the past week and they keep saying call volumes are high and to try back later. I'm guessing they are so busy because no one is getting their packages! I also tried e-mailing with no response! What a joke of a company! Never doing business with them again... who knows how I will get my money back!
Order #*******
Hello, Corey. We are so sorry for the delays to your order, and for the longer than usual response times to your inquires. It looks like we were able to successfully process a remake of your order this morning 12/18 on an expedited production track. We hope this helps alleviates your concerns for now, but if there's anything else we can do in the meantime to make your experience better, please let us know.
I ordered a personalized photo frame for my sons Godparents for Christmas and I received an email saying it shipped, however the carrier doesn't have the package yet. I tried to call personalization mall but they have a message saying they're experiencing longer than normal wait times and to call back. Umm, really? No, I'm the customer, pick up the phone. I emailed them and am waiting on a response. This company merely creates a shipping label and says the item shipped. Guess what, the item doesn't "ship" until the courier has the item, and guess what FedEx doesn't have. That's right, my order. I'm so upset. I get Christmas delays but you can't blame your carriers being delayed when they don't have a product to ship in the first place. This is why people shop on Amazon. Zero hassle. I will never do business with personalization mall again.
Hello, Rachel. Thank you for reaching out and bringing this our attention. We are so sorry to hear about these delays, and would love to help escalate your concerns to our customer service management team so that they can assist further. Could you please respond to the private message we just sent you with your order number so that we may do so? Thanks, Rachel.
I placed my order on November 27th and it was delivered December 5th. It was the WRONG order -- they sent me someone else's. I called on the 6th. Waited on the phone for 30 minutes. Spoke to someone who said it would be fixed. On their site it says 1-2 days turn around. My WRONG order wasn't even shipped until the 11th. But wait. If you go to FEDEX it says only the shipping label has been created and that it has not even shipped! I needed this to give as a gift on the 19th. I don't think I'm getting it. Again, I should have had it the 5th but I got sent the wrong order. I am so disappointed and upset. I have since called and been hung up on multiple times, called and was on hold for an hour and finally I had to hang up. I've sent 3 emails to two different addresses with NO response. Just awful. Who does that? My order number is *******R. Just not the way a company who really values their customers behaves.
Hello, Sara. We are again so sorry that you received the wrong items, and that your remake order has taken longer than expected to arrive. I am going to escalate your concerns and order details to our customer service management team immediately so that we can investigate further and see what additional info we can provide or help move along. We appreciate your patience, and will follow up directly if necessary. Thanks, Sara.
My mother passed away unexpectedly 11/19/2020, it has been extremely difficult for me and my family. I ordered an ornament to place on my mother's tombstone on my birthday which is 12/23. I paid for expedited shipping so I can have it no later than 12/18. I received an email stating they sent it to FedEx, I confirmed with FedEx that they did not receive the package. Only a shipping label has been generated. I have called the company, customer service does not answer. No one has responded to my email. I also left a message with Amanda Oliver who oversees customer service, and she too has neglected to contact me.
This breaks my heart that I won't be able to place this ornament on my mom's tombstone, and on my birthday. It pains me that this company will take money from people who are grieving. I only wish I could be celebrating this holiday with my mom. Not only have I become a victim of fraud, I have to go through disappointment by not fulfilling a moment that brought some peace to my heart when I thought about doing this for my mom in heaven.
Hello, Darrylyn. We are deeply sorry to hear about your mother, as well as the delivery delays for your ornament order. Could you please provide us with your order number via the private message we just sent you so that we may look into this for you?
I ordered my items Nov 28th and I still have not received my items.its Dec 17th
These are Christmas presents. I haven't received any notification only that it has been shipped Dec 1st since then it as not moved. By the end of this month I will be moving. I need to change the shipping to my new address. They charge my credit, that they did with no problem. I have called customer service, no luck. I have e-mailed many times and tried to call, only got the answer machine.
Now I have to buy gifts again. This really sucks. Not happy at all. I will never order from them again.
Hey, Jackie. We are deeply sorry to hear about your delivery issues, and would love to help investigate further with the carrier on your behalf. Could you please reply back to the private message we sent you with your order number so that we escalate your concerns to our customer service management team? Thank you.
I ordered over $150 worth of personalized ornaments on December 1,2020; I received an email indicating that my order had been shipped via PitneyBowes tracking number; which in turn indicates a USPS tracking number. Status on the USPS indicates waiting package. It is now December 17th and the status has not changed! I sent several emails because you cannot get through on the phone lines. I have NOT received satisfaction on my inquiries nor have I received my package! The order is for Christmas THIS year - not next! I am very disappointed in the lack of response or follow up as to WHERE my package might be. This will be the LAST time I order from Personalization Mall! $150 and no response or package. Shame on them!
Hey, Sandra. We are so sorry to hear about the delivery issues with your order, and for the longer than normal response times from our customer service team. Could you please provide your order number to the private message we sent you so that we can escalate your concerns to our customer service management team for review?
I bought a personalized towel and tumbler as a Christmas present before Thanksgiving. I still have not received these items. The tracking email that I received shows that these shipped on Nov 28th but doesn't show an update after December 3rd. I have tried emailing and calling them. They have not answered my email and will not answer the phone. This is terrible customer service! I would love to have refund but can't get anyone to answer the phone or email!
Hey, Melissa. We are so sorry to hear your order has been delayed this long, and that you have had some trouble getting ahold of us. Unfortunately some of our carrier partners are experiencing delays in delivery and processing, which in turn is causing longer than usual response times for our customer service team. If you would be so kind as to provide your order number in the private message we just sent you, we would be happy to help investigate with the carrier on your behalf.
I ordered items the week before Thanksgiving and I still have not received my item. (12/17) I have been trying to contact Customer service by email and phone and noone seems to answer. I am upset and irritated at this company.
Hey, Morgan. We are so sorry to hear your order has taken longer than expected, and understand how frustrating it can be - not to mention the longer than usual response times. In any event, I'd like to help escalate your concerns to the proper management team. Could you please provide your order number via the private message we just sent you so that I may do so on your behalf?
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Hello, Michael. Thanks for reaching out and bringing this to our attention. We apologize for the delays in tracking info processing to your order, and wish to help investigate further. Can you please provide your order number via private message so that we can help?