MilitaryPlaques.ComReviews of militaryplaques.com

Response from MilitaryPlaques.ComJul 30, 2026

We are genuinely concerned by your review and disappointed to learn that you were unhappy with your plaque. What makes your comments particularly surprising is that, as part of our process, no custom item leaves our workshop without written customer approval. Before production and shipment, we provided a high-resolution image of your completed plaque, to which you replied, "Approved. It looks great and you have the correct shipping address." Based on that approval, we proceeded with your order. After reviewing the artwork, production files, and photographs of the completed plaque, the item received appears to match the design that was approved. If there were aspects of the Mustang logo that you wanted modified, such as making the horse appear more realistic, we would have been happy to make those changes during the approval stage. That said, we take every customer concern seriously and are reviewing your case internally to determine whether there is anything we can do to improve your experience. I would also like to clarify that MilitaryPlaques.com is not an importer of overseas imitation products. We are a U.S.-owned, Service-Disabled Veteran-Owned Small Business (SDVOSB) and have been manufacturing military plaques and awards since 1991. We are a licensed supplier to branches of the U.S. military and government agencies, and we take great pride in the quality of our handcrafted work and our service to veterans and military families. I will respond here as soon as I have had a meeting with our team. We would still welcome the opportunity to speak with you directly and see if there is a path to a resolution. Sincerely, John Morgan UPDATE 07/31/2026 Hi Kathy, Thank you for updating your review. We are sorry to hear that you remain disappointed with your purchase. As noted in our previous response, every custom plaque we produce is made to an approved design. Prior to production, we provided a high-resolution image of your COMPLETED plaque and received your written response: "Approved. It looks great and you have the correct shipping address." The finished plaque was produced using that approved artwork and workmanship. Regarding your comment about the emblem, the plaque was crafted to match the artwork that was reviewed and approved before shipment. Had you requested changes to the emblem's appearance during the design stage, we would have gladly revised it until you were satisfied. I would also like to clarify a point in your updated review. MilitaryPlaques.com is a U.S.-owned Service-Disabled Veteran-Owned Small Business (SDVOSB) that has been producing military plaques and awards since 1991. While we use a global team to support certain aspects of our business operations, the company itself is American owned and operated, and we remain committed to serving members of the U.S. military, government agencies, veterans, and their families. We continue to review your concerns internally and remain willing to discuss them directly should you wish to contact us. Respectfully, John Morgan MilitaryPlaques.com

Response from MilitaryPlaques.ComOct 15, 2025

Hi Mark .... this is the first I've heard of this. Let me get back to you as soon as the office reopens on Wednesday ------- Hi Mark, I've had a look at the emails and your order etc. Seems that the pricing on the site was incorrect. That's on us. So I can arrange either to have the plaque made at the price paid or refund you 100%. Let me know what is best for you. I'd rather you went through with the order so we can get you this fantastic item! With regard to what our sales and support staff said. They were being over zealous with applying the rules. Yes, cancelled orders have a restocking fee. *BUT* your cancellation request was due to *OUR* error so not extra fees should be applied in this case. Again, apologies for the mix up. Let me know which way you want to go on the order and I hope you see this for what it is, a genuine error and an inexperienced staff member adding fuel top the fire and when the smoke clears you can alter the review for the better. ----------- Hi Mark, We have not heard from you so I have arranged for a 100% refund to your account. Our accounts reconcile accounts on Fridays so the refund will be processed tomorrow (17 October 2025). It may take a few days to appear back on your account. The offer to carry through with the order at the incorrect price you paid still holds should you want to push through with that let me know. My direct email is [email protected]

Response from MilitaryPlaques.ComSep 12, 2025

HI Shakhriyor - Sincerest apologies for the delay in getting your custom desk nameplate to you. At the time of your order we had a large number of bulk orders come in. This caused some backlog of orders across our customer base. One of those delayed orders was yours. Since this event we have placed a great deal of new resources into capacity and processes (https://www.militaryplaques.com/apc/we-heard-you-our-commitment-to-better-service) and while this was too late to prevent you being disappointed it's our hope that this case would be the last of its kind

Response from MilitaryPlaques.ComSep 16, 2023

The custom, hand made wooden plaques the customer ordered have been finished within our standard production period of 4-6 weeks. It takes time to carve the wood, ensure it's cured correctly, do the hand drawn layout, the hand carving, hand painting and of course finishing and QA. Our products are not some plastic mass produced trinkets but high quality pieces. We have been in business since 1991 and have dealt with everyone from cadets to Presidents. We are a vastly experienced and professional company and our staff from our artists to customer service personnel act in a way to reflect that professionalism. The customer ordered on July 13, 2023. The order consisted of 2 pieces of 7" round painted wood plaques representing the Department of State Seal. As per our standard operating procedure, even with 'common' design of plaque such as this we require the customer to sign off on the artist design/layout before we start the hand carving. We first requested this from the customer by email on July 14 and again on July 18 and again on July 21 and followed up with a phone call (to voice mail). In fact, it was not until August 1 that we received the email confirmation from the customer stating that the artwork was approved. The text of the customer's email was: "yes it is fine....but the process is absurd." Upon being told the order would take 6-8 weeks from that point he replied "This is the worst transaction Ive encountered in a long time." Please note that all the pre-approval and processes are clearly given on our website and in the terms of business. So, on August 1 we have a time line of 6-8 weeks to get the product to the customer. On 15 September we emailed the customer the detailed photographs of the 2 finished plaques. We also called his number and left a voicemail. He replied with this email: "Criminals" "What is the excuse now? Im still waiting for my product. Plz advise. What a sham. Im going to enjoy reporting you. If my item is not processed and I am not provided tracking number Im going to bring the heat. Ill not stop." We have attempted to contact the customer again since the receipt of this email. He has not answered our calls and has not answered any further emails. He has published complaints with the BBB and TrustPilot and maybe others. The American Plaque Company and the staff of the MilitaryPlaques.com website have acted in an extremely professional manner and kept to procedure and timelines as we are contracted to do. The customer has been confrontational, rude and plainly difficult from the outset. We are still awaiting the customer's approval of the 2 finished plaques and will ship these to him as soon as that approval is received.

Response from MilitaryPlaques.ComJan 22, 2020

We do deeply regret this whole situation, but we can honestly say it was not of our making. It is our belief that either you did not understand the 4-6-week delivery timetable or had the wrong leaving date for your colleague. Currently, our offer to ship the plaque to Japan still stands. On the matter of the refund, we stand by our staff and our clear policies on custom orders. No refund will be given. Throughout the MilitaryPlaques.Com website and especially thru’ the checkout process customers are reminded that standard delivery time is 4-6 weeks. American Plaque Co. has been in the business of supplying world class plaques to soldiers, sailors and airmen as well as Presidents for nearly 30 years. During that time, we have taken pride in our customer service, our processes and our commitment to get items delivered on time and to specification. With the two points above in mind, let’s look at the order you placed with MilitaryPlaques.com. The order was placed on December 12, 2019. That gives a standard delivery date of between January 12 and 26, 2020. From the information you have offered us it seems that the person for whom you purchased the plaque left for Japan early January 2020. Our question is then why did you not order the plaque using our well-advertised express service that GUARANTEES 2-week delivery to the door? At that time, and on multiple occasions since, we have asked you if you wanted the plaque express shipped to your colleague in Japan. An offer you have refused on every occasion to accept. With regards to your requests for cancellation. When you first contacted us to try to cancel the order our staff informed you that they’d report back to their ‘higher ups' and revert. They took your refund details as a matter of SoP and no confirmation of the cancellation. When our VP looked at the request and saw that the plaque was indeed in production he informed you that the item could be shipped to Japan (with payment of addition express shipping fees) when finished but no cancellation was possible. However, let’s assume that your colleague’s deployment was unexpected and not due to you a calendar error on your part. As set out in the terms and conditions of sale we cannot accept cancellation of custom orders such as yours. This stance is supported by the likes of PayPal and credit card companies whose policies on custom, made-to-order items also reflect this. ------------------ From your statement above, taking your points in order 1) Stating you ordered 6 weeks in advance of your colleague’s deployment is quite simply incorrect. The order was confirmed December 12. 2) Mock-ups are there to ensure that what goes into production is correct. It’s not uncommon for designs to go through numerous reiterations prior to production. This was not a delay. It was SoP. 3) We have your voice mails and emails on file. You were never given the ‘run around’ and our communication to you was always courteous and helpful. 4) No refund check was ever agreed to.