Totally Promotional
Reviews and Complaints

By far THE WORST EXPERIENCE ever! Their customer service is horrendous and the company does not stand behind their product and errors.

OMG, I can't even begin to explain how terrible my experience was with Totally Promotional. Like seriously, their customer service is like, the worst. I mean, they don't even care about their own products and mistakes. It's just so frustrating!

So, I ordered some stuff from their website, right? And let me tell you, it was a total disaster. First of all, the customer service reps were so rude and unhelpful. I was just trying to get some answers and they acted like I was bothering them or something. Ugh, so annoying!

But wait, it gets even worse. When I finally received my order, guess what? It was all wrong! Like, seriously? How hard is it to get an order right? I mean, come on! And when I tried to reach out to them about the mistake, they basically just ignored me. Can you believe that?

I don't know about you, but when I spend my hard-earned money on something, I expect it to be right. Is that too much to ask? Apparently, it is for Totally Promotional. They don't care about their customers or their reputation. It's just all about the money for them.

So, if you're thinking about ordering from Totally Promotional, I would strongly advise against it. Save yourself the headache and find a company that actually cares about their customers. Trust me, you'll thank me later.

Ordered custom sunglasses, and got a visual mockup of how the item would look. The sunglasses arrived, but they were late and not what I was promised. The company won't give me a refund and can't finish the order we agreed on. I won't use them again.

Totally unprofesional. I still have an order in progress which was estimated to be delivered yesterday. As of now, their terrible customer service can not even give me an estimate but don't think it will be delivered until ten days from now, long after my event date. Customer service is unhelpful saying only that "someone will be in touch with you." No one seems to have the power to cancel the order. So disapointed in this company.

We bought gaiters for our company. When they came, they were so tight we couldn't wear 'em. After measuring, they were 1/2 inch smaller than what the website said. We complained and they sent a new order. The 2nd shipment was only 1/4 inch bigger. Still not what they said on their site. Since they're supposed to be 9" across, every inch counts. They wouldn't take 'em back 'cause they're custom, which I get. I asked for 50% refund 'cause I've wasted more time and money on these. They only offered 20% refund, which ain't fair. They claim 100% satisfaction, but that's not true.

I ordered 180 custom tumblers, but only got 130. I called and they gave me the runaround for three days. They told me to email and submit a ticket, but said the person in charge couldn't be reached by phone. I called every morning for an update and they said they were trying their best and would get back to me that day. They even said they forwarded my email to their COO, but I never heard back. It's Wednesday now, our wedding is on Saturday, and 50 guests won't get their gifts. The company hasn't taken any responsibility for their big mistake. I'm frustrated and shocked by their terrible customer service.

This company is the worst I've ever dealt with! They made a mistake and put the wrong phone number on all the marketing products I ordered. Now they're completely useless to me. To fix the problem, they offered me a measly 10% off my next order. I had to go through my credit card company to sort this out. So let me get this straight: I give them my logo and the correct phone number, and they still manage to mess it up on all my products. They charge me the full price for something I can't even use, and they won't give me a refund or send me the correct products. Instead, they offer me a pathetic 10% off my next order, which is just insulting. When I tried to contact them to get this resolved, they suspended my account and stopped talking to me. Unbelievable! They claim to prioritize customer satisfaction, but it's all a joke. Save yourself the trouble and find another company to work with. This is just bad business!

Don't use this place for koozies! The artwork got all stretched out vertically. I'm so bummed because we gave them a circle logo, got a perfect circle proof to approve, and then the koozies came with a messed up, distorted, egg-shaped oval logo. It was useless for our event, which was supposed to help the Boys & Girls Club. And that meant less money for them. The warranty department said there's some tiny print (hidden under the perfect proof) that mentions the stretching, but they didn't tell us in any other way before printing. If they had, we could've given them different artwork. Clearly, they can't handle koozie printing or give accurate proofs for what their printer can do. We had to rush order koozies from DiscountMugs.com, and those turned out perfect. The COO and President of Totally Promotional didn't even bother responding to our emails asking for a full refund since it took away from the Boys & Girls Club. And the warranty department only gave us 30% off after we pushed back three times. I'm so disappointed and confused. How can they call themselves koozie printers? Seriously, don't use them for koozies!

Buyer beware! I'm writing this to warn others before going with Totally Promotional for their wedding site, Totally Wedding. I chose them because they had the best prices and supposedly fast shipping. I placed an order with them and then wanted to reorder some cups in a different size. I added them to my cart without thinking and accidentally pushed checkout. I instantly realized I wasn't ready to place my final order, so I looked for a cancel button. But guess what? There is no cancel button! I immediately called support and they told me to email their customer service email address with my order number to request cancellation. I did that right away to make sure it wasn't processed. However, I never received a confirmation of cancellation, so I followed up three days later just to be sure. That's when their customer service and warranty manager became a real pain to deal with. They claimed I didn't file a ticket (which the customer service line never mentioned and wasn't even visible on their site). Because of this, if I wanted to cancel, they would charge me $50+ tax. But hold on a second, I requested cancellation right away, so why should I be charged for something that never should have happened in the first place? Oh, because their "resolution committee" decided it was fair. It's the biggest scam I've ever heard of! In today's world, not having the option to cancel an order online right after placing it is insane. And then for their service department to provide no service for my request and charge me for not providing any goods or services is just crazy. I can't even begin to express how unpleasant, condescending, and rude their representatives were throughout this whole ordeal. I will never, ever shop here again.

My problem is that the company charged me for a pending order when I emailed them to cancel it. This problem began because an employee lied to me about the price. They told me my order would cost $246.22, so I went ahead with it. However, when I got my invoice, the price was listed as $339.16, and I wasn't informed about the price change before the company processed my payment. I want a complete refund.

I ordered from Totally Promotional on 2/10/2022. The Sales Order#: ***. The issue I have with the koozies is that the logo is all wonky and not lined up right. I chatted with an agent named *** K and they told me to click a link to file a claim. I filled out the claim and attached some pictures. Then I got an email from *** saying she didn't see anything wrong and that the logo was within the limits. That's not true at all. I even drew on the picture to show her how crooked and misaligned it was. She just said they passed the quality check and can't do anything about it. I want new koozies or my money back.

I had a problem with my order from Totally Promotional. I ordered multiple items using the same address, but when my packages arrived, one of them was delivered to the correct address while the other three had a different address. I received a notification from USPS saying that they couldn't deliver one of the packages, so I contacted them to schedule a redelivery to my address. However, they told me that they couldn't change the address and I needed to contact the sender, which was Totally Promotional.

I reached out to Totally Promotional and they told me to contact USPS again. I tried to change the address with USPS, but they informed me that the packages were already being returned to the sender. When I informed Totally Promotional about this, they said that once they received the package back, they could resend it to me, but I would have to pay an additional shipping charge. I wasn't happy with this solution, so I asked for a refund and said that I would buy the items somewhere else. However, they refused to give me a refund.

Now, I'm working with my bank to try and get a refund for my order.

I bought a bunch of sunglasses from Totally Promotional and they were all messed up, scratched right when I got them. I'm trying to send them back because they're so cheap and shouldn't even be sold. I've lost a ton of money because my customers keep complaining about the scratches. I've sold so many sunglasses from a different supplier and never had this problem. I contacted the company to return them and they gave me the info and address. I sent the package, but the Post Master told me that the address doesn't accept shipments. ***, the Warranty Manager, hasn't been helpful at all when we talked. She didn't even mention until later that I had to use FedEx or UPS to ship them back. I told her I was returning 396 sunglasses, but she only gave me a refund for a smaller order I made. It feels like a big scam. I had to throw away every single pair of sunglasses I ordered. I want a refund for my whole order.

I got some custom koozies from Totally Promotional for a corporate event on 8/9. The item number was TCC-105OWL. Since there are some quantity issues right now, I had to order them online to make sure I got them in time. I finally received the koozies on 8/20, but the artwork was all messed up. It was stretched out, making it .25" smaller in width and .25" taller in height. This is a big deal because the whole art size is supposed to be 2"x3". I'll upload a picture to show you how they turned our circle logo into an oval. Can you believe it? They actually said it passed inspection! I tried to talk to them on the phone about it, but they refused to speak with me. The only thing they offered was a 15% discount if I wanted to reorder. I could only contact them through email, which is a pain. This is by far the worst customer service I've ever experienced from a promotional company. My accountant told me we can't dispute the charge with the credit card company because of some disclaimer on their website. In my opinion, they're just a bunch of thieves who left me without a giveaway product for my event.

I ordered cups from Tot Prom on May 21, 21. I called yesterday, 6/7 to check on my order. They said it might still be in production and to make sure I get it by June 10, I need to request a rush. They don't know the progress of my order, so I had to email customer service. I emailed them last night and got a response this morning (6/8) at 7:21. They said that when I placed my order online, I chose standard production and delivery options, which only gave me an estimated delivery date. The estimated date is not guaranteed, but they offered to upgrade it to a Guaranteed Delivery Date for an extra $45. I talked to a representative at 8:24 this morning and she said if it's not rushed, they will refund $45. At 11:33am today, I received an email saying that my order is on its way! It was sent through UPS Ground. They won't give me a refund.

My booster organization, where I'm an officer, ordered 60 makeup bags from Totally Promotional as a gift for our dance team. We ordered the bags without any printing on them. When we received the order, one box (25 bags) was unusable. The bags were inside a plastic bag within the shipping box. The bags inside were wet, stained, and smelled musty. Totally Promotional won't replace these bags (only 25 out of the 60) because they say it's a shipping issue with UPS. I've told them multiple times that it was their interior bag causing the moisture, but they insist on involving UPS. They also said my only other option is to send it to their "resolution department" and whatever decision they make is final. I just want my 25 bags replaced right away. I paid $603.94 for the order, but can only use 2/3 of the items since the bags were $8.20 each.

I ordered lanyards from Totally Promotional, but they haven't arrived yet and nobody can give me a clear answer. I placed the order on August 4th for our school store. The email proof said it would take 7 days for standard processing. They charged our credit card on August 10th. It's now August 24th and they missed both promised delivery dates. They say it's still processing, but they can't give me a shipping date. They won't refund me either, just telling me to wait without any idea of how long. Nobody wants to help me. I've sent multiple emails, asked for a supervisor to call (but no one has), called multiple times, and submitted help tickets. Based on other complaints I've read and their refusal to answer my questions or refund me, I think they're being deceptive in their business practices. They even told me I have to pay extra for shipping if I want to know when I'll get it. That's just outrageous.

I ordered coffee cups, sleeves, and lids from Totally Promotional. I specifically requested that the cups and sleeves be imprinted, but unfortunately, the sleeves were not. This was quite disappointing.

To make matters worse, the promised delivery dates were not met. The items arrived weeks and weeks late, causing a great deal of frustration. I reached out to *** from Totally Promotional, but it took a long time for them to respond.

When they finally did get back to me, they offered a partial refund or a reprint. However, they later informed me that a reprint was the only option available. They provided me with a ship date of June 9, but there was no tracking information or confirmation of shipment.

In July, more than a month later than the promised delivery date in April, I contacted Totally Promotional again. They assured me that a resolution would be reached no later than July 13, but once again, there was no follow-up.

I made several attempts to reach out to *** on July 14 and July 17, but there was no response. When I finally managed to speak with someone on July 17, I had to wait on hold for over 30 minutes because *** was on another call. To my surprise, I was then transferred to voicemail.

After calling back, I was informed that ***'s phone was not working, which seemed odd considering I had just been on hold because she was on a call. I requested that she call me from another phone, but she refused.

Given the extensive delays and lack of communication, I believe it is only fair to request a partial refund. The item was supposed to be delivered to me by April 17, and the latest promised delivery was five weeks ago, well past the initial promise date three months ago. It is frustrating that I have to constantly contact them to remind them of their obligation to deliver what I paid for in April.

When I asked to speak to a manager for a resolution, I was told that management does not involve themselves in such matters. This lack of accountability is deeply disappointing.

I ordered koozies for my wedding, but the color I received was not what I requested. The business is blaming me without offering a reasonable solution. I ordered personalized koozies for my wedding, with 50 pink ones and 50 grey ones, each with writing in the opposite color. However, the grey koozies turned out to be a light blue instead. When I looked at the picture online, it showed a light grey color described as steel blue. While it did mention that the color might be slightly different, the actual difference is very noticeable, as you can see in the pictures I sent. I emailed the warranty manager, ***, and she responded saying there was nothing she could do. She mentioned that I should have requested a sample before placing my order. I sent her more pictures to show that this was their mistake, not mine. The colors are completely different. She offered me a 15% discount if I wanted to order more koozies. However, I am now stuck with 50 koozies that don't match the color scheme of my wedding. The grey on the pink koozies is actually grey, so I don't understand how this could be my mistake. If the picture shows grey and they call it steel blue, it should come as shown, not completely different. I don't want to order more at a 15% discount when I can find a similar promotion online. I called the company after emailing, and I was transferred to ***, who was unwilling to resolve the issue without me filing a complaint. I asked to speak to the owner or another manager, but she said there was no one above her who could help me. Please take a look at the emails and pictures I sent to understand my issue. I would like a refund for half of my order, as half of it is incorrect. I am now requesting $62, which is the amount I need to order from another company. I paid a total of $120. The customer service at this company is terrible. Instead of taking responsibility and resolving issues, they blame their customers. I had no other choice but to take this route.

I ordered clear cups for a project, but got opaque cups instead. The company won't let me return them without a fee. On September 28, I placed Order #*** for clear cups. However, I received cups that were almost frosted in color. I paid $98.10 using my Visa card. The order arrived on time, but when I opened it, I realized that the cups were not as described on the website. I contacted the company to initiate the return process and explained the reason for the return. I waited for a few weeks but didn't receive any further updates. On October 26th, I called and spoke to *** to inquire about the status. She mentioned that the return authorization was sent. I requested her to resend it to my email, and I received it a minute later. Upon opening the email, I discovered that there was a restocking fee and no shipping label for the return. I immediately contacted customer service again and spoke with *** to explain that the cups were not clear as described. She spoke with the warranty department and when she returned to the call, they refused to resolve the issue. They insisted that I pay for the full return shipping and a restocking fee. I asked for a written email explaining their reasoning. I also mentioned that I would contact my credit card company for assistance. However, *** abruptly ended the call and refused to send any further communications. I'm quite upset because it will cost me almost half of what I spent to return an item that they can easily resell to someone else. This is a poor business model, and their product descriptions should be clear and accurate. I have attached photos that clearly show what a reasonable person would consider as "clear" cups.

On 2/17/2022, I bought 100 t-shirts from Totally Promotional for my husband's small biz. The cost was $660.49 (Sale Order #***). We approved the proof on 2/21/22, and the shirts went into production. When we got the shirts on Friday, 3/4/22, we saw that the screen printing was awful. There were bumps and what looked like fuzz under the print. Some bumps were already coming off. I called customer service right away, and they told me to submit a ticket. I sent the ticket on 3/4/22 and got a response from Melissa P ***) at 2:01pm on 3/7/22. She said, "They said the fuzz comes from the shirt being a blend." I asked why they sell a product with a known issue, and they said it wasn't known, even though they already explained what caused it. Anyway, I got off track. On 3/8/22, Melissa and I agreed that sending the shirts back was the only option. I sent them out on 3/9/22, and UPS delivered them to Totally Promotional on 3/11/22. After a few days of silence, I contacted Melissa on 3/15/22. She said they were being reviewed. On 3/16/22, she told us the shirts were okay and they could only reship them with a $257.25 refund. I didn't accept that because the shirts are unusable and would make our biz look bad. I want a full refund of $660.49. They can keep the shirts since they're unusable and have the worst screen printing I've ever seen (see pics). We needed these shirts for our launch on 3/19/22, but now we have nothing because of this issue and their terrible quality and service. I can share the full email convo if needed. Thanks!

The sunglasses I received from Totally Promotional were not what I expected. They looked different from the proof I approved and the images on the website. I paid over $250 for 100 custom sunglasses, which were charged to my credit card after I approved the proof. I chose the Color Sensation Mirrored Malibu Sunglasses in blue with white imprint on the left temple. The imprint text was "#PlayacarwiththeCarrs." I decided to spend extra on mirrored sunglasses because the photo on the website and proof resembled the ones I had bought before. Plus, as an Ohio native, I like supporting local businesses.

When I opened the package, I was surprised to see that the glasses didn't match the color in the proof or website images. They looked almost black. I have attached two reference photos for comparison. Within two days of receiving the package, I contacted customer service to inquire if the item was misprinted or if there were quality issues. Melissa Powell asked me to take photos of the product and the item number, which should be visible on the inside of the sunglass frame. Unfortunately, due to the poor quality of the product, I couldn't capture a clear photo of the item number. The manufacturer or partner couldn't confirm if the item was printed on the wrong sunglasses either. Consequently, I had to return the items via UPS, which was a hassle-free process. After reviewing the returned items, I was informed that they were printed on the correct sunglasses.

My main concern is the misleading advertising of the product images on the website and in the proofs. Before contacting the ComplaintsBoard.com (ComplaintsBoard.com), I requested a refund or a reprint. However, the company only offered to refund the sunglasses and provide a 10% discount. I have previously ordered other products from Totally Promotional without any issues, and those items matched the proofs. The quality of these sunglasses is extremely poor and doesn't resemble the proof I approved. I would like either a full refund or a reprint of the correct item as shown on the website. I have attached additional documents, and I'm willing to share emails and other communications as well.