I ordered stainless steel water bottles for a customers event. I needed 2 days to work on the water bottles before I gave them to my customer.
Water bottles showed up and were the wrong color. Initial response was they would replace with correct color and I would get them in about 10 days. This was almost a week past the date I needed to get them to my customer. I told them I needed it next day and the response was that they will have to check the price of fedex because it is expensive. Well they did agree to overnight them.
I got the new order and they were the wrong ones once again even though I was told by the rep that I she personally looked at the water bottles herself. Well they overnighted another box and these are the correct color.
The water bottles come in individual boxes with each water bottle being in a plastic bag for protection. This box of water bottles did not have the plastic bag and several of them were scuffed.
I called to discuss the scuffed water bottles. I was originally told that it is that they do not guarantee having plastic bags and that sometimes they come with bags and sometimes not. I told them they should be concerned that their supplier has a quality control issue. She told me...ready...that they will not replace the water bottles because....they have already replaced the water bottles several times.
They have now agreed to replace the scuffed ones.
This is a common theme I have had with these guys. If I could find a new supplier for the exact type of water bottles I am using I would switch.
These guys just get it. They don't get I could lose a good customer. And it is going to cost me to expedite the order as well.
Review about: Discountmugs Customer Care.
Monetary Loss: $500.