On December 5, I ordered 4 Tervis Tumblers from their online site and paid an extra expedited shipping rate to guarantee delivery by December 19th at the latest.
Two of my designs were not approved, so I redesigned them. Unfortunately, since I had to do that, it was now considered two orders with two shipping fees. Problem #1
As of December 19th, I had not received my order so I contacted Tervis and was told that there was a delay in shipping. They never contacted me to let me know of this problem. This is Problem #2 because this was to be a Christmas gift and I was leaving on the 19th for the Holidays and wouldn't be back until the 1st. I did get a refund, at least I was told I would, I haven't seen it come through on my account yet.
When I returned home on the 31st of December, my package was at my home. Upon opening it, one of the Tumblers was not designed correctly. I contacted them immediately via email and never heard anything back. Yesterday, January 7, I got onto their website and did a live chat with Mirna who told me to send her the design and she will see what she can do.
I got this response this morning:
Thank you for your email. When a customized order is submitted the design uploads into our system. We do not modify, edit or change any of the designs, the designs which are submitted are printed exactly as is and inserted in between the walls of the tumblers. We review the design to make sure it meets our requirements, if the design meets our requirements we send it to production for printing. I have contacted the CustoMYzer department and have reviewed your order. Unfortunately, we cannot offer you a credit for tumbler due to the fact we received the design without the wording. We have already build the item, processed and shipped the order. However I can offer you 10% off or free shipping on your next order. I would like to thank you for giving me the opportunity to assist you with this matter. Please advise if you would like the 10% off or the free shipping on your next order. Warm regards, Mirna EspinalConsumer Service Representative201 Triple Diamond BlvdNorth Venice, FL 34275P: 866.886.2537 F: [email protected] Problem #3&I am not satisfied! I was able to design 4 tumblers and upload them and when I pull up my order, it shows the design on all four of them. However, they are telling me that it didn't upload and that's my fault? So now I'm stuck with a half designed tumbler and all they can do is offer me 10% off or free shipping (i can get free shipping with a coupon code).
I have emailed them back letting them know that I am not satisfied and that I expect either a credit for that $30 tumbler or another one.
I will never work with this company again!
Christy Hughes
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