BrandersReviews of branders.com

This company seems to be promising - but when you delve deeper and need basic followup and responsiveness from their reps - unfortunately, they are incapable of providing a thorough customer service experience. They're CS is great for answering initial questions…but if you end up ordering from them, none of their representatives READ THE INSTRUCTIONS. I initiated an order with Branders on 10/17. I gave them everything they needed, EVEN FULL PAYMENT, they promised to deliver our order by the date we needed 10/28. Over the course of 2 weeks, I contacted various CS reps, and NONE of them could follow through with our communication. I had to speak to so many people, because when I thought I got one that was competent and trustworthy, they disappointed and I had to find another. They're follow thru is VERY POOR. Long painful (expensive) story short: I initiated order on 10/17 needed it by 10/28. Told by all, it would be delivered by 10/28. On 10/28, NO DELIVERIES. I called THAT DAY to find out that they BRANDERS.COM, hadn't even produced any of the order - my PO was sitting, and no-one did anything with it - ON THE DAY IT WAS SUPPOSE TO BE IN MY HANDS. That day they promised a full refund….it is now 5 days later and they (ONCE AGAIN) are not responding and following through. And now I am chasing their customer service reps to process our full refund. DO NOT ORDER FROM THIS COMPANY. There are better branding companies online to use.

The product finally received was acceptable as expected. That's where the good news ends. Placed an order for 50 cups to give out at the family reunion on 6/16/16. We were on the phone talking with a sales person while entering the order on the internet, to make sure we had it right. That was the morning of 6/3. He assured us that we had done it all correctly and the additional $100 accelerated shipping would ensure our delivery by the 14th. Our proof was accepted the next morning, the 4th, and went to production department on the 8th. As I had to leave town (Illinois) for the event on Wednesday the 15th, I decided that I should contact them on Monday the 13th to make sure all was good. I chatted with a customer service rep on the 13th and, after checking, told me all was good and I would have them tomorrow, the 14th. When the UPS came up empty on the 14th, we called customer service to see what's up and were told that they were in production and "we would have them by the 20th." After a serious discussion and a couple calls, they promised they would have them in our hands in Kansas City on the 16th - the day of the event kickoff. Gift bags with other event items were to be distributed to everyone then. We provided them the new delivery address in KC and crossed our fingers, In KC on the 16th, NO delivery. But, they did show up in IL!! Phone calls resulted in their promise they would reroute and be in KC on Friday the 17th. In the meantime, the event kicks off without the signature cups. Mid day on the 17th we get 1 box, half of the order. More calls with promises that the other box is still on the truck and would be delivered yet that day - of course, that didn't happen. Saturday the 18th brought the well experienced 2nd box with several broken lids. Too late, many of the family members had headed home that morning without cups. Now other family members have their cups and will deliver them "the next time we see you." So much for customer service promises and follow through - and what about that $100 extra to make it all be fine?? Update - 6/28/16: Branders has requested my order number which is #BR80476 Update #2 - 7/8/16: So Branders has had my order number for the past week and 1/2 and NO contact at all. The Order has both my email and cell phone info. Shows how interested they are in their customer. Update #3 - 7/23/16: Branders contacted me, apologized for the problems and refunded my expedited shipping costs plus more. It's a fair settlement. Thanks

I decided to update my review since things seemed to go downhill after once I submitted an early good review--which was written prior to receiving my order and just the tiresome week of going back-and-forth. The workers are friendly ( Karina was lovely to work with) but when it came down to it, I had to basically call and email everyday since issues kept popping up. Prior to ordering I asked if they could meet my deadline and they promised to--but they kept pushing the delivery date past deadline because of errors on their part. Luckily because I called/emailed/online chat-ed every day it ended up barely making deadline---but I shouldn't have had to have done that in the first place. Once I get sent and approve a proof it should be smooth sailing-- I shouldn't get notified that I need to simplify or change my design-- if that was an issue it should've been stated I needed a revision prior to being sent a proof. Out of the 36 pieces ordered, 7 arrived with broken pieces and there were just a lot of small issues such as ink blotches where they shouldn't be from ink smearing. I could understand a few, but 20% arriving unusable... I really wanted to have a good experience and use/recommend them to my art/design colleagues but I'm afraid I cannot do so on good conscience.