Trophy Depot

order was shipped and delivered on 5-**-16. As per online order in in hands date was 5-**-16 .
Order was received before need in hands date.

These guys are terrible. I paid their standard shipping cost, which was more than the trophy itself, because I thought I was getting a quality product. I received a trophy with a totally misaligned plate at the bottom. Their packaging says to tell them right away if there are any concerns so I wrote to them and included a picture of what I received. I got no response that day or the next day- I guess the rushed responsibility to correct orders is only on my end- so I wrote again. This time I got one sentence saying I should try to fix it myself...no apology for the quality or anything even close- more like 'I will try to squeeze a few words out, but stop bothering me.' I didn't take this well, so I wrote back. Again, 'nothing we are going to do, but I will write a couple more sentences to see if that is enough'...no, its not!

TERRIBLE SERVICE. Placed order two weeks ahead of need date, and used standard shipping because arrival date predicted by company was well ahead of need date. Predicted arrival date passed, no medals, called company (in good mood) just to check status. They assured me that medals would arrive by need date and I should be seeing a tracking number soon. NOTHING. Called each day after, 3 strait. Got told several times order would be shipping they had moved and are busy but order would ship. NOTHING. It is a simple order also, no engraving, just ship out what inventory said was in stock medals. Phone service is bad, IF they answer. Got sent to a full voice mailbox multiple times which then just disconnects the call. Major issues with this business is my small simple order can't even make it out the door in two weeks. No accountability, service people say they are typing in orders to warehouse but who knows, nothing ever becomes of them. Will NEVER use Trophy Depot Again, and will tell others the same.

The website does not say we can ship same day in the months of April, May, June and October.
As a courtesy we refunded the ship cost of $46.57

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Yes, the order shipped, but it shipped one day after we were supposed to receive it.  Our order was to be received no later than May [redacted].  It shipped May **.  Our children's last day of school is today, May **. They will not be here when the awards arrive.  I told your operators that over and over again.  I called to check on this order 8 times.  They assured me that the order would be here on time.  I have record of all the calls and emails I have made regarding our order including a request for a full refund.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I have ordered from Trophy Depot nine times. I have had small issues that have been promptly rectified. My last order, however arrived at 6:10pm the night I said my event was (I always say a couple days early in case of problems.) I found that there were 7 broken trophies, 3 with nameplates on upside down and 1 with no nameplate. I called to get this taken care of only to have the rep tell me that it happened in shipping and there was no way that anyone who worked for Trophy Depot would have intentionally broken the trophies. I told him the boxes were in perfect shape, there was double bubble wrap and 3 trophies came out of one box and 4 out of the other, not to mention the three upside down nameplates and the missing name plate. I told him this was obviously an issue with quality control. He again assured me that no one there would have done this on purpose. I asked to talk to a manager. He spoke not another word and connected me to an voice mailbox that was full. I called back and spoke with a fairly nice woman although she too saw nothing wrong with the way Tom had spoken to me or the fact that the nameplates were upside down because I, the consumer could simply fix that. After wasting 2 hours of my day I finally spoke to a manager who was somewhat apologetic and did work it out to have new trophies shipped to me on Saturday before the event at no extra cost. She also shipped the missing nameplate. When I asked her to follow through with the company's published policy to not only meet, but beat competitors prices she said she doesn't check competitor websites. I told her I had found one and she said she got me Saturday shipping and that was all she would do. I called back today to talk with someone else, but before they connect you with anyone they want all your information and then tell you there are no managers there. (I got that the other night too.) In speaking with the somewhat rude, unresponsive rep today I realized that customer satisfaction is of very little importance to this company and they do not intend to follow through with their promise on their website (I realize it was after the order had been placed, but I thought it was fair to ask after all the problems I had and time I had to waste before finding a solution.) needless to say, I am done with Trophy Depot and would not recommend them.

Review: I placed an order with this company, paid $1300.00 for awards for my middle school band program which were supposed to be delivered on May [redacted]. It is May [redacted] and I have no awards. I have been calling the company since May [redacted] to inquire on the status of the order. I have placed 89 phone calls, which have put me on hold, then directed me to a voicemail box that is full. On Friday, May [redacted], I got a representative to answer at 8:07 am, and she said she was going to check with the warehouse on the status of my order. When she put me on hold, she hung up on me. I have tried their email customer service link, as well as their live chat on their website daily with no responses. I have 250 students that will not have their awards for their end of the year assembly.Desired Settlement: I would like the awards delivered to me so that the students can be recognized for their achievements throughout the school year. If that is not possible, I would like the billing amount refunded.

Business

Response:

entire order was delivered and signed for on 5-**-16

Review: The company has failed to deliver my order on time. I have called for 3 days now and spoken with 3 different employees who promised a call back each time, one being a manager, and no one has called back to confirm where my order is. Now that I want to cancel my order and get compensation I am on hold again!!! I have spent hours waiting for these people to give a straight answer.Desired Settlement: I am looking for the company to refund my order and compensate me for the shipping costs from the other company I had to order with to get my awards on time.

Business

Response:

customer called us and cancelled order, refund was issues for full amount $635.97

Review: I placed an order on April ** it is said that they will have item shipped within 24-48 if met by a certain date as of 5/** my order has not been moved out of engraving status. I started calling last week to try to find out the status of my order and I am put on hold for 3-4 minutes then sent to voicemail. I left a message. Tried calling later in the day same hold time then voicemail and told that voicemail box is full. I have tried to email them and no response. Their Chat is not working and now their [redacted] and twitter pages are gone.Desired Settlement: I would like my product to be delivered by end of the month if they can not then I would like a complete refund.

Business

Response:

customer called us today , 5-**-16 and cancelled order , full refund issued

Review: I ordered engraved trophies and was charged in full for these trophies on May [redacted], 2016. I have been unable to get in contact with anyone at this business to get an update on the status of the trophies. I paid $2105.26 for 31 trophies with engraving and the event is scheduled for June [redacted]. It is impossible to get in touch with anyone via their customer service phone number, e-mail address or live chat.Desired Settlement: I would like to receive my refund since I have no choice but to contact another seller to get trophies for our upcoming event.

Business

Response:

Order cancelled and full refund issued to customers card

Review: We made a very large order with this company. They messed up on 2 of the trophies. Took me 2 days to finally get a hold of someone in customer service to try and resolve the issue. First, they told me to just peel the name plates off the trophies and switch them. Told them no, we didn't want to do that, it was their job to replace their mistake. They then claimed to send us replacements priority mail. After a week of no replacements, I contacted them again. They said they didn't send the replacement plates and they weren't going to. When I got angry because they weren't fixing their mistake, the customer service rep hung up on me. I was also charged over $14 for shipping when it should have been free. They claimed our medals were not included in the free shipping, even though everything was in the same box. If they want to keep scamming people out of free shipping, they need to ship items separately. So disappointed with their lack of concern.Desired Settlement: I would like a refund of the 2 trophies they messed up on and refused to fix. I also want a refund on my shipping since I don't think I should have to pay for shipping of medals when everything was in the same box.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have reviewed the response made by the business in reference to complaint, and find that this resolution is satisfactory to me and the matter has been resolved once disputed amount is actually refunded. As of now, no refund has been issued.

Sincerely,

Business

Response:

We did try to resolve the error in the 2 engravings plates Our policy for free shipping is on our website that medals do not qualify for free shipping.