Rondi
Disappointed
The first video I received stated the wrong age of my daughter despite it being accurate on the illustration. They sent me a fixed one, but when I went to pull it up from Dropbox on the evening of my daughter's birthday, it had been deleted & I had to show her the wrong one before she went to bed. I requested a refund & they discontinued communication.
Response from PlusCup – Personalized Videos for Kids & AdultsMar 30, 2026
Hi Rondi, We’re really sorry to hear about this, especially given the timing on your daughter’s birthday, we understand how disappointing that must have been. Just to clarify, the updated video would not have been intentionally deleted by us. Our videos are delivered via Dropbox links, which expire after a period of time, so we always recommend downloading the video to your device once received to avoid this issue. That said, we completely understand that you needed access to the correct version at that exact moment, and we’re sorry this caused you to have to show the incorrect one instead. Regarding communication, we sincerely apologize if you felt your messages were not answered — that’s not the experience we aim to provide. We’re more than happy to: Re-send the corrected video immediately Or recreate the video and ensure everything (including age and details) is 100% accurate Please reply to us so we can resolve this for you as quickly as possible. Thank you, Lina PlusCup Team