Here's a quick summary of my long running issue with Discount Mugs. The bottom line is I ordered merchandise, it was grossly defective. I jumped through hoops to get them to redo it. They re-did the order, it came back grossly defective. They have since then outright refused to call me to work through a resolution. I have placed over ten calls regarding this matter and no manager will call me back.
Step One Place Initial Order
I received the order in late June -12 mugs with my company's logo on it. I opened the box and looked at the mugs. The logo was grossly distorted. There was also a random splotch of coloration, that was not a part of the logo, and it was in the same place on all of the mugs. The mugs were simply not usable.
I packaged them up, then went online to figure out what I needed to do to return them. I searched around for a number to call, but was only offered an online customer service web form as an option. That raised a red flag. Why would there be a number for sales, but nothing for customer service? Well, I had no other option so I filled out a ticket. I went back and forth with customer service (Nimet), sent digital photos of the defect, and eventually got this response from Andy, who works in their Art Department:
Andy
Discountmugs.com
Bel, Incorporated
6905 N.W. 25 Street
Miami, Fl 33122
From what i see, the artwork is ok, in comparison to what they sent in. They sent is a small jpeg for us to work with and we had to make thebest of that. Even tho it is a bit blurry it is still a very well recereated artwork. 07-07 07:46am
I then sent a Powerpoint slide with the pictures of the defective mugs clearly marked-up, so there would be no mistake what the nature of the defects.
The Powerpoint was received and Nimet indicated Andy would be contacting me that day via phone to discuss. The day passed without a call from Andy.
I finally get this response from Andy:
Andy
Discountmugs.com
Bel, Incorporated
6905 N.W. 25 Street
Miami, Fl 33122
From what i see, the artwork is ok, in comparison to what they sent in. They sent is a small jpeg for us to work with and we had to make thebest of that. Even tho it is a bit blurry it is still a very well recereated artwork. 07-09 08:47pm
He literally cut and pasted the same exact response from before, same typos, same shorthand, same everything. He didn't even take the time to respond to the Powerpoint I sent. Wow. I was floored. This was shockingly rude on his part.
I sent an email to Nimet and asked her to escalate this to a manager. I received no call back.
I then called their Sales department. The upfront system spells it out that they do not handle customer service, you have to go online and fill out a form for that. I tried to explain the situation to the sales rep. She was impatient, explained they don't do customer service. She then abruptly said she needed to put me on hold. She didn't ask to put me on hold, she just did it. Five minutes later she gets on the phone and quickly says I'm transferring you. The phone immediately goes dead. I then hear a a "hello." I am silent, not sure who I'm talking to. After I ask a few questions I realize I'm talking to Andy from the Art Department. I didn't want to talk to Andy. I wanted to talk to a manager. I didn't ask to be transferred, wouldnn't have approved it unless it was to a manager.
Well, the conversation with Andy was the most unprofessional conversation I've ever had with a representative from another company. He spoke over me, wouldn't allow me to state what I wanted, no apologies, outright told me he doesn't have time to deal with me. He has everything he needs and will redo the order. At this point I just wanted my money back, but it was clear I would not be allowed to talk to a manager from their company and I was at Andy's mercy. I had no choice but to wait and see what kind of product I would get when I received the reorder.
Step Two - Reorder
Weeks later I got the reorder. Same defects as before and a few news ones as well. This is not nitpicking. The mugs are not usable.
So I called the sales number. I knew filling out an online form would get me nowhere. I got an agent on the phone who was clear: "we do not do customer service, we do sales." I explained the situation. This was a level or two beyond filling out another online form. He was adamant. We do not do customer service. He went on further to tell me that he has to let me go since he has three calls in queue. I asked to speak to a manager and was told there is no manager to speak to... incredible. Absolutely incredible.
I filled out the form.in the form I am very specific with what I'm looking for and that is for a manager to call me. Simple request. No one calls.
I call a direct line that I got off the internet (305-593-0911) and reached Diana in accounting. She mentioned that the Sales office does do customer service, and I could tell there was a little frustration in her voice. My guess is she's been down this road before with customers. She gave me the extension for Joanna Rodriguez, a supervisor. I left Joanna a message on 7/28/08, no call back, no out of office message.
I left another message for Joanna on 7/29/08, no call back.
I left another message for Joanna on 7/30/08, no call back.
I left another message for Joanna on 7/31/08, no call back.
No return call, not one single returned call from Joanna or a delegate.
I finally got an email from Elizabeth Ray indicating that she will contact me on 8/1/08 to discuss my issue.
Comment By Comment Date
Johanna
Discountmugs.com
Bel, Incorporated
6905 N.W. 25 Street
Miami, Fl 33122
Assign To Johanna In Progress 07-28 06:16pm
Johanna
Discountmugs.com
Bel, Incorporated
6905 N.W. 25 Street
Miami, Fl 33122
Assign To Andy In Progress 07-29 07:44am
Elizabeth
Discountmugs.com
Bel, Incorporated
6905 N.W. 25 Street
Miami, Fl 33122
Hello mark, my name is elizabeth ray. Manager of the art department. I will be giving you a phone call tomorrow. Please feel free to try to reach me at 1800-569-1980 ext: 236 07-31 06:32pm
I left a voice mail for Elizabeth Ray on 8/1/08 asking for a call back. Of course, she didn't call back. Pretty amazing, isn't it? Please understand. Not once did I raise my voice to any of their associates. Not once did I use profanity. As things got worse in trying to deal with their company, I did get direct with what I expected. All perfectly reasonable.
It is now 8/12/08 and not one single person from their company has called me regarding my legitimate issue with the quality of the product they shipped me.
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