Crystal Plus
Reviews and Complaints

Worst purchase experience & customer service! I ordered 2 personalized crystal whiskey decanter and glass sets as business gifts, each personalized with the recipient’s name. Used the live chat while ordering to ensure that they would each be separately personalized. After numerous emails and phone calls to ensure this, they ended up shipping the 2 sets with the same name on it. Not willing to admit their fault in all of this, they made me order a 3rd set. (Although they did discount to cover the shipping.). So now I’m out over $100.00. As a business owner, I would never shirk our responsibility (and integrity) and penalize a customer for our error. (I am happy to change this review should they change their position on this.)

The ordering process was easy and the product exceeded my expectations!

Nice product, top quality engraving, quick turnaround. Would use again.

We were so happy with both the quick delivery and the beautiful piece! Thank you!

Easy to order and prompt responses. I've ordered from them 3 times and never disappointed.

Beautifully crafted; and prompt delivery. (here are the extra required words for this post.)

Crystal Plus delivers quality products and recipients have been very well pleased with their gift.

My purchase was a gift and the personalized wine glasses immediately became their favorite and will be treasured for years to come!

We have ordered twice from Crystal Plus and have been very happy with the product, and the quick service. The glass crystals that we have selected for our awards look beautiful!

Bought a crystal bowl for a retirement gift. The bowl arrived on time, undamaged and exactly as I requested. I appreciated the sign off procedure. I have absolutely no complaints.

First time ordering an award from Crystal Plus. I was very impressed with the quality and craftsmanship. The price was reasonable. It seemed to make quite an impact on the recipient. I will definitely be ordering again.

Selection and pricing of crystal awards to honor members very diverse in getting the right award at the right price. The itmes arrived on time, undamaged and exactly as I requested. I appreciated the sign off procedure. I have absolutely no complaints.

I bought a crystal vase from Crystal Plus and I am very satisfied from there service. I emailed them and I always got quick and good answers I also spoke to them on the phone and they were very polite, It got shipped on time. Its a good choice to buy from them

Although the personalization feature was a bit difficult to understand, the final product, two cystal flutes, turned out fantastic! The flutes were securely wrapped, and I was amazed how they looked just as I pictured them. I will definitely purchase from Crystal Plus again.

Do not buy from them. If you buy something and try to go back to the site just a few weeks later your order disappears and you cannot leave a review. I bought the 20ozs crystal coffee mug for $24. It was just sitting on my counter with a smoothie poured in from my blender. Out of nowhere it just cracked wide open and ruin my drink. what a waste, DO NOT BUY from them. The website is fancy but the products are subpar. what a waste. wish I could leave a zero-star rating.

I recently used Crystal Plus to create rep awards for achievement and have enjoyed their service in the past. I had a new plaque to order (same design as previous) so, I clicked the "reorder" button and changed the sales figure to the current number...then paid with my credit card.
I later received a new invoice to which added a $30.00 artwork processing fee and a $5.00 clip art fee. These were new fees that were added later by the company. So, I called the company to let them know that they already processed this artwork in a previous order and should not charge me twice for a file that already converted. I never even got that far in the conversation; the sale rep kept talking over me while I was explaining to repeat her "script". After 3x's of being cutoff so they can repeat their previous statement verbatim but more loudly...I demanded to speak to a manager about the sales rep's rude behavior.

The sales rep said that the manager isn't there. I asked to speak to them immediately. The sales rep said that they would ask for them to call me back.

Later that day I received an email from the manager Angelina.
(These are actual emails back and forth, references can be provided upon request)
___________________________________________________________________________
(Email 1 - Crystal Plus to Me)
Hello ***, I received your request earlier today regarding a situation with one of our representatives. First off, we are sorry to hear you wish to cancel your order. Since the order has been approved and sent into production there is a $30 fee as all the order details have been set up such as creating the proof and print file. Luckliy, the haven't been engraved otherwise we wouldn't be able to cancel the order at all. Feel free to reference our policy here: (removed Link). Also, stated in the same policy linked above we indicate additional custom options cannot be discounted which is why the order did not qualify for the discount code. Please let me know how you wish to proceed with the order. We would love to complete this award for you on our end.
Best Regards,
Service Manager

(Email 2 - Me to Crystal)
My request was to speak with a manager due to your rude customer service rep.
I am not paying the cancel fee...if my card is charged, then the charge will be setup as a dispute with Visa. I paid the extra fee last time I ordered the same plaque...your artwork conversion was paid one time. You don't get to bill me twice.
Sent from my iPhone,

(Email 3 - Crystal to Me)
Hello ***, I double checked your previous order and the additional logo fee was paid. The previous order number was not indcicated or mentioned in anyway on this new order so there was no way for the art department to know. However, we can definitely, refund the additional logo fee for you. In regards to the clipart fee, we do charge $5 per pc now for the stars. The last order was placed in 2019 to which we didn't implement that fee yet so I can waive the clipart fees as well this one time. Any furture orders will incurr in the clipart fee. Please confirm you would like to keep the order as is with the refund on the additional custom options.
Best Regards,
Customer Service Team

(Email 4 - Me to Crystal)
Hello,
Yes, we can proceed but let's address the beginning of my complaint that you haven't even mentioned. Your employee/daughter/friend/etc...whoever forwarded the original compliant to you...either didn't inform you that I wanted to speak with you regarding their behavior or you declined to acknowledge it in either email reply to me.
Sent from my iPhone,

(Email 5 - Crystal to Me)
Hello ***,
Your request for a call was not ignored. I am not able to contact you by phone as I am in and out of the office. We do apologize about the conversation with the representative who is an employee. The situation will be addressed directly with them to avoid future issues. I'll have the refund processed by end of day and you'll receive a confirmaiton email with the updated order details. If there's anything else we can do to assist you, please feel free to contact us further
Best Regards,
Customer Service Team

(Email 6 - Me to Crystal)
I don't suspect that you are ever going to do anything especially after stating a pretty pitiful excuse for not returning a customer's call regarding a complaint. You never even asked me what happened...and you are a manager. Who is your manager?
___________________________________________________________________________

I went forward with the order, but you can see from the thread, at no point the customer service manager had any desire to ask me about the issue. Due to their blatant refusal to even investigate/discuss the behavior of their staff; my company will not be ordering from this place in the future.

I ordered from Crystal Plus, Inc. using my work email. One of their peeps told me that the proof of the product would be sent to me. But it turned out to be a virtual proof. I already approved it and couldn't change the quantity of my order. I only wanted to order one item as a sample before getting the go-ahead from my boss to order 12. The product isn't in production yet, so I just want to reduce the quantity to one for now.

I never got my order even though I paid for it. I bought six fancy wine glasses with my girlfriend's name on them for her bday. I waited 5-7 biz days like they said, but then they said they never got my order. They didn't wanna give me my money back at first and made me call a bunch of diff people. They finally gave me my money back, but now I don't have the glasses for her bday. I asked them to rush the order, but they won't cuz they won't admit it's their fault. It's not fair that they messed up and I don't have a gift for my girl. They should have been nicer to me, but they won't even say sorry.