DiscountMugs
reviews and complaints

Josephine went above and beyond to help me with an order. I reached out via the chat function and am so happy I reached her. We spoke around 4:00pm and my order was confirmed with an approved proof and finalized with a receipt in my email by 4:30pm. It was the quickest/smoothest process, making my life so much easier! I was concerned about the expedited shipping as I needed the product by a certain date and Josephine made sure to check-in with me the following day after speaking with her team earlier that morning, to confirm that I could in fact receive it in time. The level of customer service that Josephine provided enhanced the entire experience from start to finish. She even made sure to provide me with her direct email and phone number in case I had any questions at all. I am so thrilled that I ended up working with Josephine on this order.
Order # DMXXXXXXX

STAY AWAY FROM THIS COMPANY - Use 4IMPRINT or any other promotional company.

I will try to summarize my issue, what's more important is the response from Discount Mugs.

I ordered approximately 120 glasses with our non-profit logo and lettering to give away at our charity golf tournament. We handed out about 85-90 glasses. Note that I ordered these glasses 3 months prior to our event to take advantage of a 20% discount that ended 2/28/23. I rec'd the glasses and inspected them and they were fine.

A week after our event on 5/5/23 I rec'd a text from another member of our organization along with a picture of what her 2 glasses looked like after going through 1 dishwasher cycle. Part of the logos and lettering on both glasses had peeled off. I then took 2 glasses from our remaining and washed them the logo and lettering on one of them peeled off. I then heard from 3 others who had the same thing happen to their glasses.

I reached out to Customer service, and they asked to supply pictures. I did so of 3 glasses that the logo was defective. I rec'd an email back the next day first saying that my dispute was beyond the time frame for any disputes, but they said they would see what they could do. The next day I rec'd a follow up saying that they would offer an online credit for the 3 glasses that were defective. That credit would only be good for 3 months. They said they would also give us a credit for any additional pictures we could provide.

So, what they were saying is that if I could reach out to everyone who rec'd a glass and had an issue please send me a pic. Then even after accomplishing this virtually impossible task all I would have is an 3 month online credit.

Our organization only orders promotional items for our yearly golf tournament so to take advantage of the 3-month credit I would need to order something before August 2023 for an event next May 2024. And what if that item was found to be defective after our May 2024 tournament.

I have about 60 glasses in boxes that are useless. I am not going to give out glasses to our members or guests at our meetings that potentially will peel off. Now I could dish wash the remaining glasses and then send pics to DM but what if in some cases the logo peels off after 2, 3 or more washes and if I was able to send pics and DM gave me a credit again it would only be for 3 months which is totally useless for our organization.

I detailed all of this in a lengthy email to DM CS and they replied like they didn't even read my email because after telling them i would be unable to use any online credit in 3 months’ time they offered. They said if I could provide 15-20 pics of proof, they would offer an additional 20% credit again with the 3-month expiration which again is useless for our organization. So now our organization has given out defective items to our golfers and I have about 60 more glasses that I might as well donate to Goodwill since I do not know which ones our logo will peel off in future dish washes.

I told DM to remove my contact information and I plan on unsubscribing from their promotional email listing the next time I get an email.

Take a chance and you may get the item you pay but if you want to get your money’s worth use ANY other promotional company and save face by staying away from Discount Mugs. I should have known. Don't trust a company with "discount" in its name. Turns our that's what you get.

James

I originally intended to order 30 mugs with an inscription for a charitable event I was holding on Tuesday, October 18th in Chapel Hill, NC. Part of the problem arose because by the time I was through with the conversations I will describe I had spoken with five different representatives of DiscountMugs and it is clear none of them had access to what I had discussed with each other.

I spoke with a DiscountMugs representative and told him the inscription I wanted on the mugs I intended to order. I was sent a mockup of what I intended to order. When he showed me the mug with the inscription, I wanted one thing changed in the inscription which was actually to replace a mistake they had made. He told me I needed to pay right away in order to receive the mugs on time and without an extra "rush" fee.

I called later that same day; he was no longer working and so I spoke to someone different than the person who had sent me the mock-up. This person suggested I could get 36 mugs with the change in the inscription I had requested, for the same price as I had been quoted for 30; so, of course, I accepted, and I gave him my credit card.

Over the course of the next few days:

I received an email from the first representative with whom I had spoken telling me I had not paid, and the mugs would not be shipped until I paid. I immediately responded that I had paid.

Then I called customer service and spoke with a third representative who said everything was straightened out and the mugs would be shipped.

The next day I received an email from a fourth representative telling me my order had been cancelled for non-payment.

I called this representative, she checked and then assured me it had been their error and the mugs would be shipped.

I had asked that the mugs be shipped to my nephew's address in Chapel Hill since I would be on the road immediately prior to the event for which I wanted the mugs. When the mugs arrived, my nephew emailed me a picture of them, and the inscription did not reflect the one change I had requested. This was probably because the representative who took my order, and my credit card information, was not the same person who took my request to change the inscription.

I called customer service and spoke with a wonderful lady who exchanged conversations with me over several days as I requested that DiscountMugs stand behind their product and ship me a replacement order. Each time we would discuss whether I should be charged for the replacement order, she would check with her higher-ups and get back to me. Once she offered to give me a 20% discount on the order for which I had originally paid. Ironically, at the same time DiscountMugs was offering a "special" 20% discount to all customers so this wasn't a concession of any kind on its part.

By now it was five days before the date of my event and only if they "rushed" the replacement order to me would I have the mugs in time for my event. The representative with whom I was now conversing (the fifth one), after consulting her higher-ups, said their final offer for rushing the order would be if I paid the price for the "rush" which was $140. So, DiscountMugs did replace the original order and let me keep the original order (I had offered to send it back) and a charity is short $140 because DiscountMugs refused to stand behind its product by absorbing the $140 cost of rushing the mugs.

OfCourse, if they had gotten the order right in the first place, there would have been no need to "rush" a second shipment and my charity would have an extra $140.

P.S. Even with the payment of $140 for the "rush" the mugs did not arrive within five days; they arrived the following Wednesday, six days after I paid the $140 and a day after the event at which I had hoped to distribute them. Since the people who were in attendance came from four different countries and other states, I have no way to get them their mugs without individually wrapping and mailing them. They would have been a nice extra at my event, but not so good that I would spend all that time, effort, and cost to ship them individually to the 30 people who attended the event.

Why am I filing this complaint over $140?

DiscountMugs advertises itself as one of the largest companies of its kind in the country. I am tired of large companies that refuse to stand behind their product simply because they can get away with it. DiscountMugs made a mistake; OK, we all make mistakes. I would think they could have afforded an extra $140 to remedy their mistake instead of taking it from my charity and the hundreds of people who contribute to improving the quality of life of people with autism.

And here is one more irony: it took six days for my replacement mugs to arrive after the date I paid $140 for a "rush" order. Yet, on the website of DiscountMugs it states clearly:

"Get It By Tomorrow

Many of our items offer rush options to get your items customized & delivered the very next day."

As Casey Stengel would say: "You could look it up!"

I was ordering one Dog Paw Magnet that I designed with their templates. The cost said $5 shipping was $49. Never anywhere did it mention this above the normal cost of shipping. I could ship around the world for that price.

Order # DM3487734
I ordered t-shirts for my youth group on 10/16/2018. It was a small order (12 shirts). I received the order a few days in advance on 10/20/2018, but a two of the shirts were the wrong size. I ordered 2 XL shirts, but received 2 Large shirts. I called the customer service and was instructed to contact the claims department via email. I followed all instructions, but did not receive a corrected order or even hear back form the claims department. I called and asked to speak to a supervisor/manager and I am still awaiting this call. The shirts will not arrive in time for the event on 10/28/2018, and now I am being asked to send an image of the incorrect shirts in order to receive the corrected order. I will complete this request, but why was I not asked to do this when I called on 10/23? and why must I now prove that my order is incorrect? I am sure that you know what was sent. The issue is the incorrect order was sent, and the corrected shirts were not received within the specified and agreed time period.

Every three months I order mugs for our company and we give them to our business partners as presents. The pattern is always the same: white mug, blue letters. Very minimalistic, easy.
I chose this company for doing everything fast and nice. Yesterday I received 50 blue mugs with white letters. I couldn't accept it, it's not about our company. I called them and said they were mistaken and confused the colors. I asked to replace it at their expense (which is logical, it was their fault). They refused. I now have problems because of them, an account manager hates me for that even though it wasn't my fault, but I spent the company money and spent it for nothing.

My order: 7.75 oz. Napa Country Wedding Favor Wine Glasses, $233.32 in total, 12 pieces, five weeks before our wedding. It' a very little but important detail of this event, however, I prefer to do things long before something should happen. Just to be ready. That's why I ordered the glasses. Didn't want to be worried about this. But I was so wrong. The glasses weren't delivered on time. No, they were, but separately. I got only 4 out of twelve and the other ones were promised to send very soon.
What? I don't need them later, I need them now, I am not going to postpone my wedding because someone didn't do their work on time.
Asked for a refund. It's unbelievable!

I ordered a Laguiole 6-Piece Steak Knife Sets as a present for my dad. At first, everything was ok, they immediately sent me an email with confirmation and with an expected delivery day. I had enough time before my dad's birthday and that's why I wasn't worried. After several days I decided to check the order status on the website (according to the estimated delivery date it had to be already shipped) I found out that the set was on back order for no reason.
I contacted them hoping to hear it was a mistake and they will fix everything. But unfortunately, they said nothing and advised me to just wait. Easy to say, hard to do.
So today is my dad's birthday and I had to buy a worse gift for him. I don't need the ordered one, but it's already a different story...

We have ordered customized cups for our office from DiscountMugs website. It took them forever to deliver our order and when it finally showed up one cup was broken. Customer service refused to replace it.
The printing itself was terrible and hardly visible. After only first wash colors faded.
We are very disappointed with the quality of our order and with DiscountMugs customer service which refused to provide any help.

Discountmugs.com is completely untrustworthy. We had orders from our customers for bottles, confirmed available inventory with DiscountMugs.com, then DiscountMugs.com took our order, processed our credit card, and called us 4 days later to tell us they had sold our bottles to someone else, were out of inventory, and could only provide us with 8% of our order. This was a horrible situation for us, our bottle order represented 4 customers that all had events that were counting on these bottles - sorry everyone, you are out of luck. Now I just hope actually get our money back...DiscountMugs.com is so unprofessional and untrustworthy...price might look right, but AVOID.

Discountmugs.com DO Not Give Your Email Out to them, we've sent them numerous emails and opted out from their email agreement and to this day we recieve munerous emails everyday from them.

They do not care to stop sending emails even after we told them we will report them, which I don't wish to do, but if I have to we will.

We have not even made one purchase order from them, all we did is try to order, but never went through, glad we did not order anything from them.

We always use "Vistaprint" great company and great customer service, all the time since 1999.

My daughters 5th birthday has been ruined by discountmugs order number (DM376157). I ordered mugs for a 5th bday party on july 1st. The final approval was given on July 16th and I was promised and guaranteed delivery by the 29th-30th. Eveytime I called and asked when the item will be shipped I was told by customer service (Hector, Betsy) it is being shipped today and when I complained why do I keep getting the same response, I got no answer. The item was finally shipped on July 28th with a delivery date of Aug. 2nd. when I called to speak to a manger (Von Quach) I was told she just went into a meeting and will call me back. No manager ever called me back and no one else bothered to follow up as well. I was led to believe that this company is legitimate and prides itself on customer service, what I found it is that is not true in any sense. I was given the run around with no help from anyone. I ask that this company's rating be changed to an F and all consumers know not to order anything from this company. My daughter was excited to give her friends a keepsake from her bday and now that cannot happen due to the poor service from discountmugs. ---------------------------------- Below is the email response I was given by a rep that states that I will have the mugs on the 30th the latest.

---------------------Response : It seems this order was shipped a day later than planned and it is scheduled to arrive 8/2. Unfortunately once an order is in transit I cannot have it expedited. If you choose that you do want this order please reject the delivery and we will issue you an in store credit once I have received the merchandise. I apologize for the delay.
Cust Svc
Comment By : daniel
Date : [protected]:08am
--------- Response : I have spoken with the production team and we will be shipping this order to arrive 7/30 the latest. I apologize for the delay. Cust Svc Comment By : daniel Date : [protected]:35am -------------- When do you need it?: 7-29-10 Describe:My order has still not been shipped.I spoke to a rep on Friday and they advised that me they would expedite and have it shipped on friday, but as of 5PM today the order has still not been shipped. I need this order delivered by July 29th.

I am seeking a full refund and an apology for ruining my daughter's 5th bday that everyone in the family was looking forward to. My daughter was excited to give her friends a keepsake from her bday and now that cannot happen due to the poor service from discountmugs.

Several months ago I posted a complaint about discount mugs.com
I had purchased several aluminum water bottles with no design, just plain. I meant to buy stainless steel. I wanted to just trade in the aluminum ones for some stainless steel ones and pay whatever the difference might be.
I called customer service and was told that they don't do refunds or trade ins.
Since that time-although it took several months, I did receive a call and emails from the manager. His name is amin. He was very nice, apologized, and sent me a case full of stainless steel water bottles-and I kept the aluminum ones I had purchased before.
Amin more than made up for the mistake that was made by a customer service agent in not letting me return bottles earlier.
Amin also did a follow up call to make sure I was happy with the new bottles.
I thank amin and hope that he is able to turn that company around, so that they can have satisfied customers instead of some unhappy ones.

I, too, have a complaint about discountmugs.com - i ordered blank (Not printed) sports water bottles. By mistake, i ordered aluminum, when i really wanted stainless steel. I wanted to exchange them, and was going to pay them more for the stainless steel bottles. They said they don't accept returns. The bottles are still in the case, no printing, and they would have made more money by letting me exchange them. Pretty stupid business sense if you ask me. I will certainly spread the word not to buy from discountmugs.com - remember, they don't accept returns!

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. [protected]: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. [protected]: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 [protected]) 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 [protected]:16pm

Johanna

Discountmugs.com

Bel, Incorporated

6905 N.W. 25 Street

Miami, Fl 33122

Assign To Andy In Progress [protected]: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 [protected] EXT:[protected]: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.