About PlusCup – Personalized Videos for Kids & Adults
At PlusCup, we create personalized videos that make every celebration unforgettable, from kids’ birthdays to heartfelt messages for adults. Each video features your chosen characters, customized with names, ages, and special messages, all crafted by our editors and delivered within 72 hours.Loved by families and individuals around the world, PlusCup brings joy, smiles, and magical memories to life, one video at a time. ✨ Create your personalized video today at PlusCup.com
PlusCup – Personalized Videos for Kids & Adults (pluscup.com) has 654 customer reviews on Five Star Index, with an average rating of 4.7 out of 5.
Also known as
pluscup.com
Website
pluscup.com
Category
Video & Sound
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 6% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
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Video was deleted less than 24 hours with another video for another customer in the same link!
Response from PlusCup – Personalized Videos for Kids & AdultsJul 17, 2026
Hi Mohamed,
We're very sorry for this mistake and completely understand your frustration.
Unfortunately, our demo video was accidentally uploaded to your download link instead of your personalized video. As soon as we realized the mistake, we immediately sent you the correct video that same day.
We sincerely apologize for the mix-up and any inconvenience it caused. We appreciate your patience and thank you for giving us the opportunity to make it right.
thank you,
PlusCup Team
MO
Michael O.
They got my child’s name wrong two…
They got my child’s name wrong two times and by the time the third video made it his birthday passed. They do not respond. Horrible communication!!! Do not order from them!!
UPDATE!! this is how they treat their customers:
I'm not sure why you're requesting a refund.
We delivered your video, and when you asked us to change the name because of the pronunciation, we did. We also responded to your requests and made multiple revisions to help you.
As mentioned before, each edit requires time, resources, and work from our team.
We understand you're disappointed, but we did our best to assist you throughout the process.
AJ
Amarie J.
I had a similar experience as some of…
I had a similar experience as some of the bad reviews. They added my son's picture and he was turning 5.I paid for 24 hour delivery. It was a Elmo video, the message was wrong. The message was for a girl name Ollie who was turning two. They kept saying she in the video( I have a son). My personal message that I also paid extra for was not included. Someone by the name of Lina sent me a message stating that they would be fixed immediately. That was Sunday. Today is Tuesday. They stop replying to my emails. Still no video. I don't need the video now. I'm very disappointed I wouldn't recommend this service. Well at lease don't pay extra for the 24 hour service. Too many mishap and the job is not correctly done. They will take your money and not deliver the RIGHT video. I don't recommend playing this video at the party without reviewing it alone. To delivery a video that's incorrect is not a job well done. The job isn't done. You don't go to the shoe store and buy two left shoes and then tell someone well you have two shoes. That's insane!
Response from PlusCup – Personalized Videos for Kids & AdultsMay 12, 2026
Hi Amarie,
We’re truly sorry for this experience. You are absolutely right to be upset, and we completely understand your frustration after receiving a video with the wrong message.
The first video was delivered within the rush timeframe, but unfortunately the wrong template and message were used by mistake, which should never have happened. We also understand how disappointing it was to not receive the corrected version in time for the birthday.
Your video has now been edited and corrected. Please check your emails, including spam/promotions folders, for the updated version we sent.
Again, we sincerely apologize for the mistakes and the delay in communication. We appreciate your feedback and understand how disappointing this was, especially for such an important moment for your son.
Thank you,
PlusCup Team
AG
Adrian G.
They got the wrong age..my daughter…
They got the wrong age..my daughter turned 3 and they put 6..not satisfied
Response from PlusCup – Personalized Videos for Kids & AdultsMay 12, 2026
Hi Adrian,
We contacted you and sent the updated video.
We sincerely apologize for the mistakes and delay. All of our videos are edited manually by our small team, and unfortunately we experienced a very high volume of orders, which led to some errors during the editing process.
We completely understand your frustration and are truly sorry for the experience.
Thank you for your patience and understanding.
PlusCup Team
GC
Glenn C.
I’m extremely disappointed
I’m extremely disappointed with my experience.
I paid extra for rush delivery so a personalized Elmo video would be ready in time for my son’s birthday. The entire reason for the purchase was to have it on that specific day.
The first video was delivered on time, but my son’s name was said incorrectly, making it unusable. I immediately requested a correction and even sent voice memos to make sure the pronunciation was clear.
Because of their mistake, the video had to be redone and that’s where things got worse. The corrected version was not delivered within the 24-hour rush timeframe, so it arrived after my son’s birthday, completely defeating the purpose of paying for rush service.
To make matters even more frustrating, when I finally received the updated video, the name was STILL wrong. After multiple attempts, clear instructions, and even voice recordings, they still couldn’t get a basic detail correct.
They refused to issue a full refund and only offered to refund the rush fee, even though the final product was both late and incorrect. They are now also ignoring my emails and refund requests.
Overall, this was a very frustrating experience. If you’re ordering something time-sensitive or important, I would strongly recommend looking elsewhere.
Response from PlusCup – Personalized Videos for Kids & AdultsMar 30, 2026
Hi Glenn,
We’re really sorry for your experience and we completely understand how disappointing this must have been, especially for such an important day.
To clarify, the first version of your video was delivered on time, which means the main service was completed within the agreed timeframe. We do acknowledge that the pronunciation was not correct, and we truly apologize for that. We always do our best with names — especially when voice notes are provided — but unfortunately, some pronunciations can still be challenging to match perfectly.
Regarding the delay, once a correction is requested, it goes into the editing queue along with other revisions. While we try to prioritize rush orders, the 24-hour timeframe applies to the initial delivery, not multiple revisions.
We have already processed the refund for the rush fee, as this part did not meet expectations. However, we’re not able to issue a full refund since the original video was delivered on time.
That said, we don’t want you to leave with a bad experience. Since the birthday has already passed, we can create a new custom message video (non-birthday) for your son — a simple personalized “hello” message — and make sure the name is done as accurately as possible.
We truly regret how this turned out and would still like the opportunity to make it right in a different way. Please let us know if you’d like us to proceed with that.
Thank you,
Rachel
Pluscup
CM
Courtney M.
Rude, inaccurate
honestly should have listened to the reviews before choosing to do business here. Unfortunately, the negative feedback I saw beforehand turned out to be completely accurate. My experience with this business was extremely disappointing, primarily because of the poor customer service and lack of professionalism.
The way my situation was handled showed a clear lack of communication and accountability. Instead of trying to resolve the issue or provide even basic customer support, the response I received was dismissive and unhelpful. As a paying customer, that’s simply unacceptable.
Because of this experience, I will be disputing the charge and warning others about what they can expect when dealing with this business. Customer service matters, and when a company consistently treats customers this poorly, it’s hard to understand how they expect to maintain a reputable or lasting business.
I would strongly recommend others read the reviews carefully before deciding to spend their money here.
Response from PlusCup – Personalized Videos for Kids & AdultsMar 30, 2026
Hi Courtney,
I’m Lina, and I will be handling your case from now on. First of all, I want to sincerely apologize for the experience you had. We are truly sorry about the conversation earlier. We recently hired a new assistant, and unfortunately we did not realize she would handle customer communication this poorly. That is completely our responsibility, and we are very sorry that you had to experience that.
Your message and feedback are taken very seriously. We never want any customer to feel ignored or treated unprofessionally. Our goal is always to provide a positive experience and make sure every customer feels respected and supported.
Please allow me to personally assist you and resolve this situation properly. If there is anything we can still do to fix this for you, I would really appreciate the opportunity to help.
Again, I’m very sorry for the frustration this caused and for how the situation was handled before.
Thank you for your time,
Lina
PlusCup Team
JC
Judy C.
I’ve tried multiple times to show this…
I’ve tried multiple times to show this to my granddaughter. I’m very computer savvy. I can’t send it to her. NONE OF YOUR CODES THAT you SEND WORK!! RIP OFF!
Response from PlusCup – Personalized Videos for Kids & AdultsMar 8, 2026
Hi Judy,
We did reply to your email earlier and suggested forwarding the email you received with the video to someone you know so they can help open or download it. Sometimes email apps block links or codes, which can cause this issue.
If you still cannot access it, please reply to our email and we’ll resend the video to you again. We’re here to help.
Thank you,
PlusCup Team
SS
sophia S.
We couldn’t air play it on the TV for…
We couldn’t air play it on the TV for my niece to view it which was the whole point. Extremely disappointed especially because she lives 1200 miles away and this was the inly special thing we could do together to celebrate her 5 th birthday.
Response from PlusCup – Personalized Videos for Kids & AdultsMar 8, 2026
Hi Sophia,
We’re so sorry to hear that, and we truly understand how important it was for you to share that moment with your niece on her 5th birthday.
The video can be downloaded from the email first, then played on a TV in several ways. The easiest options are casting or AirPlay from a phone, using an HDMI cable from a laptop, or copying the video to a USB drive and plugging it into the TV. Sometimes AirPlay may not work depending on the TV or phone settings, but the video itself should still play normally once it’s downloaded.
If you’d like, please reply to our email and we can resend the download link to make sure you have it again. We’re happy to help you get it working so your niece can enjoy her special video.
Thank you,
PlusCup Team.
