drinkbranders.comReviews of drinkbranders.com

Response from drinkbranders.comFeb 5, 2025

Hello, Jim. I sent you a message weeks ago, but wanted to make sure to address this again. While I'm happy to hear your drinkware arrived looking as it should, we are not okay with the timeline and sincerely apologize. New systems have literally been put into place because of this one-off situation and we are very sorry your order had to be the one to slip through the cracks. This is not how we do business. I know you've worked with us before and haven't experienced this delay, you know our standards are high. We will continue to dig in to what happened here and make sure this doesn't happen again. Thank you for taking the time to review. If we don't know better, we can't do better. As I mentioned already, I would love the opportunity to get you back to our standards you experienced the first time around and would personally handle any future projects. We are here any time if you'd like to talk more about your experience.

Response from drinkbranders.comNov 18, 2024

Veronica, Thank you for sharing your feedback. I’m genuinely sorry to hear that you had a frustrating experience with your order, and I appreciate you giving us the opportunity to respond. We understand that clear communication is key to a smooth project experience, and I can assure you that our team worked diligently to address your needs and keep you updated. Upon reviewing your project, it seems we had multiple interactions between you, our drinkware specialist, and our graphic designer to ensure the artwork and details were aligned with your vision. We also made several adjustments to quotes and mockups based on your requests feedback. However, I do want to point out that we sent numerous follow-up emails and left several voicemails throughout the process in an attempt to reach you and address questions or concerns that arose during the process. We typically send follow-ups when we don’t hear back from our clients, as we want to make sure nothing is overlooked. Unfortunately, it appears there were delays in communication from your side, which may have led to some frustration on both ends. We also made efforts to keep you informed about stock issues and potential delays from the manufacturer both prior to and after officially placing your order, and we communicated the availability of your chosen cup color as soon as it became available. Production was initiated once we received your approval and, as we had not received any further input, we proceeded. After receiving your email expressing dissatisfaction, I personally tried to reach you by phone multiple times to discuss your concerns, but I did not receive a response. We always strive to address issues directly and resolve any misunderstandings as quickly as possible. I want to reiterate that we value all feedback—both positive and negative—and use it to improve our processes. That said, I’m proud of how our team handled your project, and I believe we did everything we could to deliver the best possible outcome within the circumstances. Thank you again for your input, and we truly regret that we weren’t able to meet your expectations this time.

Response from drinkbranders.comSep 13, 2024

Hello Erin, my name is Amber and I am one of the founders here at DrinkBranders. I was very sad to see this review and have dug in personally to fully understand the situation. We are not accustomed to hearing things like this about our team or processes and have never had such a negative review. We sincerely apologize that your experience with us was not a positive one. We have an awesome team that cares very much about our customers and we feel so badly that this happened. Brands unfortunately have stock issues at times and we are so sorry that the information we were getting from BlenderBottle was not correct. Your project continued to get delayed (due to stock) and while it was completely out of our control, it was indeed very frustrating. We did, however, communicate these stock challenges throughout. While it doesn’t look like you ever personally dealt with anyone on our team, we called to make sure your colleagues were aware that we would unfortunately miss your initial in-hands date as soon as we knew so we could come up with an alternative solution together. Despite the stock delay, Brittany wanted to stick with the initial order and agreed to have us ship it out after your event. She asked for a discount due to the inconvenience (which we completely understand and sincerely apologize for) so we offered to increase your order by a full case, free of charge. This offer was accepted and we pressed on. 5/22/24 - We alerted Brittany that stock was finally set to arrive, but let her know couldn’t make any promises as dates were continuing to get pushed out. We could only assure her that the bottles would ship as soon as stock arrived. Nothing was moving as quickly as we (or you, of course) but it was completely out of our control. June 17th – Your project (finally) shipped along with your additional 20 free bottles. All of these bottles were absolutely custom and did include your logo.  June 19th – Your project was delivered WITH custom imprint.  Unfortunately, to get you your bottles asap, the wrong shade of blue was printed on without our knowledge. The original blue you chose had been discounted (hence the struggle to get them in) and the other shade arrived sooner. We had not been made aware of this change in blue and are very sorry that happened as it’s completely unacceptable and not the way we do business. Ever. This is a vendor problem, which makes it an us problem and unfortunately affected you badly as well. After a few emails back and forth with Brittany, who was rightfully upset, she let us know she wanted to end the relationship. We offered to print something else entirely for free (that we could turn very quickly and without these hassles), but that offer was declined. She asked for a refund and we, of course, agreed and let her know we’d have to send a call tag to have the custom printed bottles picked up. We asked to set up a call to discuss how to move forward with that.  After many days we finally got an email back that said  “I appreciate your apology and your offer to produce a new product. At this point, the best step for us would be to end our business relationship.” We left multiple voicemails after that, but never got a call back. A follow up email was eventually sent and we again, responded with a phone call to try to resolve this. Some things are just better worked through in person and we want you to know that we care very much about this. We understand and empathize with how unpleasant this was and we are sincerely very sorry that you did not receive the experience that we are used to providing for our customers. We do not take this lightly and are re-evaluating our relationship with this brand due to this situation specifically. What happened with your project was NOT ok, nor was it the norm. If you would ever like to give us another try so we can show you how we normally do business, we’d love to offer you a free set up on any item of your choice.