DiscountMugs
reviews and complaints

I run a marketing business, which means tight deadlines and strict branding parameters. After ordering an item from discountmugs.com, I received an email saying they were out of stock of the product. I was disappointed and somewhat frustrated at this news because I needed the products in just a few days. Luckily, when I called I spoke with Samantha who was extremely helpful in assisting me with a resolution to the issue. Because of her service, I will receive a similar product in the timeframe I needed it and it will match the company's branding specifications.
This was my first time ordering from discountmugs.com and I will most definitely use them again because of Samantha's excellent customer service.

This site has so many things available it's incredible. You can personalize your gifts in many ways - type your own text or upload a picture or choose one of their suggestions. They have 24/7 online chat reps to answer questions. Prices are good to great depending on quantity ordered. I got some nylon drawstring backpacks with my own message on them for a group event I'm attending. The quality was so much better than I expected. They look awesome. Larger than I thought too. Came quickly (I did pay for expedited shipping, but less than some other sites charge for that). No extra packing in the box, just the goods. I'm thrilled with my purchase and would recommend them to anyone. Will definitely buy from them again.

Chris Rizo was wonderful in helping us! I understand that a new policy was put into place regarding payment before proof... This was impossible for my organization (County PTA) to work around as we have a sponsor pay for our bags only AFTER approving the proof. I found this out after placing my entire order on a Saturday and was denied. I called back on Monday and spoke with Chris who listened to my problem, saw that this was our 3rd year ordering from you and that we always follow through with payment after proof approval, and he made it happen. He always called back and performed tasks when promised. I appreciate his excellent customer service more than you can imagine! I will continue to use Discount Mugs in the future because of it!

Yesterday I decided to order imprinted can koozies for a quickly approaching family reunion. After considerable Internet research, I decided to use discountmugs.com. I went into their website (very user friendly), designed my koozie, and proceeded to checkout. For some reason, my computer kept locking up when I got to a certain step in the ordering process. After several attempts at ordering, and much aggravation, I finally called the telephone number listed on their website. I was routed to Pedro. What a stroke of luck for me. Pedro was so helpful, he talked me down from my computer craziness and processed my order quickly and professionally. The customer support provided by Pedro is unusual in these days and much appreciated. Thank you Pedro.

I just finished ordering a shipment of custom logo notebooks from discountmugs.com, and when I called with a variety of questions and specific needs for my last-minute order, I received unparalleled customer service and attention to detail from Manuel Motaduval.

I had a complicated order, and needed to have it branded with my basketball academy's logo and shipped cross-country in a very short amount of time. Manny found a way to not only make this happen, but also to save me money from my original quote in the process. Manny was knowledgable, personable, and extremely professional, and he was the primary reason why I chose to bring my business to discountmugs.com, rather than to another online custom printing site. I couldn't recommend Manny, and discountmugs.com, more highly.

DM*** 07-09-2014

I original placed my smaller sized but EXTREMELY urgent and important order through the website by myself. The time frame was within a week and a half. After a day or so I contacted customer service and they said NONE of my order would be ready on time and to us when we needed it! I was so furious. I called back the next day though and spoke directly with Jose Zumaeta. Jose was extremely knowledgeable and fixed everything. The most reassuring part was that he gave me his name and own phone extension so I could hold him personally accountable for whatever happened. Well, I can honestly say it was one of the best customer service experiences I've ever had. Jose fixed everything that needed to be fixed and had my entire order to me the very next day. If it wasn't for Jose I'd say stay away from this company. But its people like him that prove that a few bad C. S. people can really spoil everything. BECAUSE of Jose, I would HIGHLY recommend DiscountMugs.com to everybody... Just make sure to ask to work directly with Jose because he actually listens and follows through with everything he says.

I was inspired to be eco-friendly but I cannot just completely make a turn in an instant so I decided to do it little by little and start with avoiding the use of plastic bags. I was surprised when one day the grocery I used to shop at some times began using tote bags instead of plastic bags; the store also held a Go Green campaign highlighted by the use of tote bags. From there, I decided to use tote bags when doing the grocery. I liked the one provided by the store but wanted to have another one, a bigger tote bag for days when I buy our house's stock that would last for two weeks.

I ask people I know if they have ideas on which store is best to buy from. A friend suggested Discountmugs.com; she said she has bought a bag from them albeit a jute bag but remembered that it also offers tote bags. I visited the website to check if there are tote bags available from Discountmugs.com and the rest, as they say, is history.

I thanked my friend for referring this online store to me. Discountmugs.com is downright commendable. It got good stuff at prices you can afford. The tote bag I get is still in good condition after several uses and trips to the market. That's durability but not at the expense of your budget.

If you think you can't buy an item of quality without getting broke, check Discountmugs.com. Aside from bags, they also sell glassware and drinking-ware, pens, mouse pads, and key chains; you can buy a piece or in wholesale.

I also appreciate the support staff of Discountmugs.com for helping me out and answering my queries about their products. The support staff even helped me on tracking my order.

I purchased Acrylic Tumblers with 2 different logos for gifts that were to be distributed to the youth within our program. The order process was easy and they were shipped 2 days earlier than they indicated, unfortunately, that was the only sunshine in this situation. I noticed that 4 of the cups were cracked (2 cups for one logo and 2 for the other), which was most likely caused by shipping, and that 7 straws (which were to be included with the cups) were missing.
DAY 1: I contacted customer service, explained the issue, and was advised to email pictures of the damaged items with the order number and allow up to 12 hours for review.
DAY 4: After 48 hours of waiting patiently, I still did not get receive anything from them, so I contacted the rep supposedly dealing with my account. He advised me that the claim was received but was pending approval from the "back office". After stating that it had already been 48 hours, he stated he would look into what the issue could be and contact me back.
DAY 5: I never received a call back or email, so I attempted to contact the rep directly and only got his voicemail. Eager to get a resolution, I contacted customer service and spoke to a new rep. He advised me that the "back office" had still not approved my claim. After stating that I had already been waiting for 5 days, he stated that he would advise the "back office" of the urgency and promised to contact me back.
DAY 6: I received an email from the rep offering a refund and a courtesy credit to accept the order as is?!?! I specifically stated that I needed the products replaced as they were gifts for youth within our program, and due to budget restrictions, we ordered the EXACT number of products needed. Due to being unable to call him directly at the moment, I responded to him declining the offer and requested full replacement as well as how to proceed to get this accomplished.
DAY 8: Due to their offices being closed on Sundays (DAY 7), I contacted the rep since he never responded to my email nor reached out to me any other way. Of course, I got his voicemail each time I called. Once again, I called customer service and spoke to a new rep just to explain the entire ordeal again. She contacted the back office and advised that she was able to get my replacement request approved and I should receive a new order number the next day with all of the details. I finally thought a resolution had been made!
DAY 9: Received an email with the new order information and the amount of cups being replaced was WRONG! The order was for 4 cups with the SAME logo, when I specifically stated verbally and via email that I needed 2 cups for 1 logo and 2 cups for the other logo replaced, as well as 7 missing straws! This was still going to leave me 2 cups & 7 straws short! I contacted customer service YET AGAIN and spoke to another rep who attempted to offer me the refund again even though I had already clearly declined it! He stated that he spoke to the back office Manager who was going to expedite the rest of this process. When I asked if the items would be received by our event in 4 days, they couldnt promise me that, even though I started this process 9 days earlier!?!?
DAY 10: Received an email with 2 new order numbers and no other communication. Not an apology. NOTHING! They arent even expediting shipping to guarantee delivery before the event despite the fact that this entire process taking so long was THEIR FAULT! They are now sending me 4 cups with one logo and 9 cups with the other, which is STILL NOT WHAT I REQUESTED, but Im DONE dealing with them! I WILL NEVER RECOMMEND THIS COMPANY TO ANYONE! They would rather shove refunds and credits at you than lift a finger to accommodate your true needs!
STAY AWAY!

I order branded beach bags for my company's trip on Monday, April 2. The bag that I ordered was a 24 hour production item as I needed them no later than April 9th and wanted to ensure I received the product in time. During checkout I upgraded the shipping to overnight shipping to again, ensure I had no issues receiving these items in time. With the overnight shipping Discount Mugs "Guaranteed" delivery by April 5th.

On April 4th, I checked the status online to see if there was a tracking number listed. On the site it said that my "order is currently on track to be delivered by the below date - April 5th" however it also stated that it was still in production. When I noticed the discrepancy I reached out to a customer service representative asking for a status on my order and why I was concerned. I did not receive a response until the next morning April 5th at 8:12 am CST from Aileen Martinez asking if I still required assistance? At 8:29 am CST I responded back to her saying yes, can you please provide me with an update on my order and explained the discrepancy on the site. I did not receive a response back from Aileen. At 10:33 pm CST I emailed her again asking for an update as the order never arrived and I had paid for a guarantee deliver of April 5th. I never received an email back from Aileen with an update. On April 6th at 9:30 am CST I reached out again requesting an update and was disconnected. I reached back out at 10:33 am CST and spoke with gentleman who ensured me he was looking into it and would get back to me by 2pm CST. I urged him that I have been waiting for days for a response and if they could not provide the product I was losing out on going with another company who could. He assured me that he would get back to me. I never heard back from him either. After not receiving a follow up again for my order as he indicated. I reached back out for a status update and spoke with a Kalet Ponce. All she said to me was that my order had shipped and was currently in transit. She provided the shipping number. I checked the shipping and they sent it out Ground not overnighted as I had paid for and reminded them of multiple times. The item I had ordered and paid to rush here with plenty of time was scheduled to arrive on April 11th, 7 days after it was guaranteed to arrive and 3 days after the event I needed them for. I reached back out to her and asked why it showed April 11th when it was supposed to have arrived no later than April 9th (since they already missed my guarantee date). I received no response back from her either!

When I reached out to see why they shipped this ground and why no one called me back all I received was "I don't know, it looks like this was our fault, I am not sure why they sent it ground because it had notes all over indicating it was to be overnighted" They could not offer me a solution to correct their issue and since I didn't receive a response back from them until after 5pm CST their production team were no longer there and there was no way I could get my product prior to my company's trip.

The only good thing about this awful experience was that Hans Bejar a customer service supervisor refunded my money.

The lack of customer service at this company, false promises is unbelievable. I have worked with a lot of promotional companies both online and those with store fronts and I can say I have NEVER worked with a company that has such a blatant disregard for their customers.

A customer should not have to follow up to find information regarding an order multiple times when the company guarantees products. On top of that, not even have the decency to respond is beyond baffling to me. I am so sorry I ever trusted them with this order as they have now ruined the experience for my company's trip and left us with no other options to work with another company to fulfill our order. If they had responded and were honest from our first reach out on April 4th. We could have found another vendor

I just wanted to leave a review for Alvin from the sales team! He was extremely helpful in helping me recover and place a saved order that I could not find in my account. On top of that, I didn't notice that it was past business hours, yet Alvin still ensured I got my order placed. I was extremely appreciative that he would do that for my order so I wanted to leave him a commendation somewhere! I would definitely recommend working with Discount Mugs as they've always delivered with high quality items and even higher quality team members!

This experience has been wonderful - beginning to end. I found the products I was considering and did the preliminary design myself online...very easy to use! When I got to the point where I couldn't decide which item to purchase, I reached out to Sales using the online chat. My rep, Jacklyn D was TERRIFIC! Not only did she help me decide, she made some great suggestions and helped finalize the order. I couldn't be happier. I highly recommend Discount Mugs. I have used them before and never been disappointed with the quality or the service.

Pauline L. helped me out today with reordering some koozies that we got previously. Due to them not having the color we wanted in stock, she quickly found a comparable color that we can use. Within minutes, she had the options sent over to me, and we got them ordered right then and there. She was quick to respond, very kind, and extremely helpful. Great customer service is hard to come by these days, but Pauline is definitely an exception. I strongly suggest Discount Mugs to give Pauline some sort of recognition, promotion, or raise. She is wonderful!

Josephine was not only helpful with my current order but she researched a prior order to ensure we were sticking with the same design style for our customers. She followed up after later to see if we were ready to place our order understanding we needed further approval and the next day to make sure I was pleased with everything we ordered. She also wanted to make sure I saw my tax exempt status had been honored. I could see that on my own so this extra step of customer service is what makes us come back to DM for goods. Josephine is excellent at her job!

Great start...easy to do and helpful assistance. I designed a customized mug using the Discount Mugs web-site and my own artwork. I found this site very easy to navigate and use when compared to other similar sites. When I ran into pricing questions, I used their chat service. Alvin, the chat representative, was very helpful and made that process extremely clear and easy--and saved me some money in the process. My experience with Discount Mugs so far has been excellent. This project has not yet been completed, but so far it has been a very positive experience.

This was our first time ordering water bottles with the company. We loved the multiple clipart choices we could pick from the represents our mascot. No need to upload a design! I had an issue with the lettering and used their live chat feature. Within moments of my question, some was ready to help. Josephine asked to see the design then told me product will need to review to make sure it will all work. They were very helpful and I look forward to seeing the proof as well as the final product! Our students will be so happy to receive these as they go back to school.

I began my search for my tiki mug design and product about 2 weeks ago. May was the first point of contact and I was not ready to make a decision. I contacted her again and she guided me through all of my options for what I was creating and looking for. The price was still too much so I decided to wait. I asked for May the third time I call ed and she was EXTREMELY patient with me. She spent at least over an hour on line working with me to create what I was looking for. May is is an assist to your organization and deserves recognition an outstanding job! Outstanding customer service.

Aarol was awesome! It's almost midnight and a sale is ending to save our church big bucks for our first kids Christmas goody bag giveaway. I of course waited until the last minute and have no clue how this process works. Now we don't have our product YET so I can't speak to delivery or accuracy and quality, but as far as ordering simplicity and customer service, Discount Mugs get an A+! I think we have found our provider for all personalized gifts in the future. Thank you for a great first experience so far. I feel so at ease at this point, that I'm confident if any issues arise Aarol will be right there to guide me to a solution. Keep up the great work ethic!

I originally ordered backpacks for a project whereby our ministry has adopted a homeless shelter in need during this covid pandemic. The backpacks were filled with necessities for men and women. They turned out to be done with excellence. I recently re-ordered the blue for men, purple for the women, and added red for the children. Alvin answered a chat in which I questioned the price. He worked with me to correct my mistake and even added the MugBucks to decrease the price even the more! Very polite and courteous, great customer service as this seems to be a dying breed these days! Thanks Alvin and Thanks Discount Mugs for the spirit of excellence all across the board!

Absolutely amazing service. I needed to order customized water bottles for my daughter's birthday party to give away as a party favor. The party is 2 weeks away - so I used the chat function, told the customer service agent (Colleen G) what I wanted, what my budget was, and when I needed it by. She designed it for me, showed me what it would look like on a couple different bottles, and gave me the price within 5 minutes. Once I decided on the color, she sent me a link and I placed my order. It has taken me longer to write this review than it did to choose a bottle, look at the design, and pay for it. Couldn't be happier with the level of service I just received. Bravo Discount Mugs and Colleen!

I just had the most pleasant and easiest customer service experiences! I needed help placing an order and hit the chat feature. Normally I do not choose the chat feature as I find them most unhelpful but I am a few weeks post op vocal cord surgery and cannot speak so chat was my only option. Chris came on the line and not only helped me from start to finish but was very patient with all of my technical issues and the entire process did not take a long time at all. Chris' demeanor over chat came across as friendly and helpful. I had a very different experience earlier in the day where I left the chat of another company after becoming completely frustrated! Lucky for me that happened or I never would've ended up ordering from Discount Mugs! I will be a longtime client of this company for sure!