ComplaintsforPositive Promotions

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 14, 2023, we purchased two school uniform items from Positive Promotions from their online store that is cobranded with our daughter's school. We used their sizing instructions and measurements in placing the order. The order was place from ************************************************************************************************************************************ We purchased 1 Harmony ****** 7" Lined Tricot Mesh Shorts Navy / Large for $10.07 and 1 ********************** Adult Strike Jersey Navy / Graphite / Medium for $12.93 The total purchase price was $31.99. Order # harm-**** Each item is a size too large, even though we followed their sizing instructions in conjunction with our daughter's measurements. When we contacted their customer service department to exchange these items for the same items, but one size smaller for each, ******************************* Sales Assistant/Harmony Store Support responded as follows:"Hello! Thank you for reaching out.? I am sorry to hear of this issue with your order.? Unfortunately, all sales are final on this webstore. We are unable to process any refunds, returns, or exchanges. Please see our policy below.Returns and Exchange Policy All sales are final. Please note: all ******************** purchases are considered final sale. Items purchased are non-refundable and non-returnable. When ordering apparel, be sure to refer to size charts provided for each item. Between sizes? We recommend ordering the next size up. Our goal has always been to make sure that every customer is completely satisfied. We understand how frustrating a damaged or defective item can be. If receive an item that is damaged in transit or defective due to materials or craftsmanship, we're here to help! Email our **************** Specialists at ********************************************* only wanted to exchange for a smaller size. We followed their instructions,

  Business response

  09/22/2023

  We contacted the customer directly and we are replacing the ******* items as a courtesy. See my correspondence below. Thank you. ****** 

  Hello *** and *******,
  

  I apologize that the Harmony ******* items did not fit. As a courtesy, I will replace them for you. I understand that we should replace each as follows:
  ****-6L        ******* ADULT SPRNT SHORT          replace large with size medium
  HARS-2M      ******* PS ADULT JERSEY                 replace medium with size small 
  
  You can expect delivery in 1 week. Please confirm and let me know if you have any questions.
  Thank you very much.
  *************************
  Customer Service Manager
  ********************** ** **************** ****************************** ***********************
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I place an order in June 2023 for some Father's *** gifts for my church. The items total was $42.76 and the shipping total was $14.99 for a total of $57.75. I paid that amount on my debit card. Later I received an email telling me that one the items which I had order 10 of was out of stock and they wanted to substitute for a similar item. I said no, don't substitute. Just refund for the item. I received the other item but not the refund. Then they started emailing a bill on which they had added $31.95 to the shipping price. I have told them I do not owe this as I paid for the order in full when I placed it. I also have requested the refund for the items I canceled and they have promised it several times. It is in the amount of $19.90. I am not paying the extra shipping and handling and want this taken off my invoice and to have my invoice marked paid in full and I want my $19.90 refund.

  Business response

  08/01/2023

  Hello BBB,

  I found a billing glitch on this order / account in our system. I apologize for this. I am having the account corrected and $19.90 refunded back to our customer's credit card. 

  Please let me know if you have any questions. 
  Thank you very much.
  *************************
  Customer Service Manager
  ********************** ** **************** ****************************** ***********************

  Customer response

  08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I place the order 2 weeks ago, I paid for expedited shipping and was assured delivery of all items on may 12, 2023. I ordered 50 gifts to hand out to our mothers of our church. The main part of the gift was adult blessings coloring book and that was not shipped. I called on the 12th and was told I could get a full refund or the item to be shipped and received by the following week, I told the gentleman that I would call back as I had to speak to out pastor. When I called back to ask for the full refund they declined they only refunded me $31. For 50 coloring (that are now on clearance because it's passed mothers day, however I didn't but them on clearance price). Not only did I not receive the full gift for the mothers of our church they would not refund me the full amount promised or the amount paid for the books and still charged me shipping for items not received. They offered me a full refund and lied about it.

  Business response

  05/16/2023

  Spoke to Customer (*****) she was missing the coloring books to item# VP-****, customer call in on this issue and was given the credit back on the missing and as well as partial on the shipping. customer was satisfied with the outcome.

  Customer response

  05/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for custom drinking mugs and included a promo code for 15% off the purchase on May 4, 2023. The code, MNEK, was accepted by the Positive Promotions website when checking out. I have screen grabs showing it was successfully accepted. However, when checking out the discount was never applied. I called the company and emailed multiple representatives. I sent them proof of the ad and where the website showed the code was successfully applied. However, they refused to discount the order. They said the code was not valid and didn't come from their company, but the code was successfully applied at checkout despite not taking the discount off. If the code was not valid, the website would have rejected it. To test this theory, I later applied a fake code "ABCD" to an order which was rejected as expected in red letters. But the ****** code I used said it was successfully applied. This is a classic example of bait-and-switch. The company lured me in with a 15% off coupon code. The company disputes this was a valid code from it, despite its website accepting it. I went through the process expecting the 15% discount and was never given it. If I would have known the discount would not have been applied, despite the website accepting it, I would have went with another company. I can't return my items because they were custom made. The company will not refund the 15% difference.To note: I have screen grab evidence of the coupon ad, the website accepting the discount code and the price not having the 15% off. The charge was $580.43.

  Business response

  05/16/2023

  We spoke with the customer on the 10th and he brought up this complaint to **.  We found out that his screen shots were from just the cart, before the shipping got added to the order.  That was the reason why his order total was more than what his cart showed.  We honored the pricing in the cart down to the ***** and this still didn't satisfy the customer.  We recently decided to add an additional 15% off on top of the discounts that the customer already received.

  Customer response

  05/17/2023

  Better Business Bureau:
  
  The response to complaint ID ******** from the business is riddled with incorrect information, either because it continued to misunderstand my issue or to make itself look better in this situation. I explained multiple times a discount was never given when the product was in the cart or after shipping was added despite its website accepting the code. No money was ever taken off the price during the transaction.  
  
  The business response said it honored the price in the cart down to the ***** and this still didnt satisfy the customer. Thats because it was the full price without any discount applied.
  
  After filing this complaint, the company contacted me to offer a 15% discount. This is the original discount I should have received when I ordered, not an additional 15% the company claimed in its response. It's a shame it had to be escalated to this level for the business to honor the discount code its website accepted.
  
  Because I finally received the discount originally advertised to me, this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/14/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Our pastor bought some breast cancer mugs in late September to be delivered in October 2022 for our Sunday worship for the women. They were first off late and arrived in November instead of October, and also were the wrong mugs. We have been trying to send them back since November, but positive promotions have given us the run-around. They say they have sent us the fed ex return label by email, and we should get it in 3 to 5 days, but they have not. I called ***** this morning and was told they do not send us the return label directly, but the company is supposed to send us the return label. We just want to return the mugs because they aren't what we ordered, to begin with. They keep sending us a bill for $634. 44.

  Customer response

  03/11/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Positive Promotions has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *********************

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered 22 matching t-shirts for my department online from Positive Promotions on 9/30/22. I received 8 shirts. An additional 6 shirts that I received were sent with the wrong print. When so called to inquire they said the 2XL was out of stock so they sent a substitute. This was never approved by myself. The remaining 8 shirts I never received. They were supposed to ship on or about 10/6/22 and never did. I have spent over 2 hours on the phone attempting to get some type of resolution. I have been put on hold, treated rudely, and hung up on twice. I have also emailed several times and literally begged to speak with a manager and none have returned my pleas for assistance. As of now I have disputed the charges on my credit card as FRAUD as they took my money and did not send me what I ordered and will not get on the phone to help me. They delivered only 1/3 of what I ordered. They substituted another portion of the order without my knowledge or permission and did not deliver the remaining third, which is simply stealing.

  Business response

  11/01/2022

  Hello ******,

  I am writing to follow up our conversation today. Again, I apologize about your order and for any frustration you experienced. I understand that you wanted all the tee shirts in a matching design for Rehab. Unfortunately, some of the sizes ran out of stock in that design. In a case like that, we do offer to substitute another design in the sizes you need in order to complete your order. I know this is not what you wanted to happen. The credit card has been refunded in full. And I remain available should I be able to assist further or answer any questions. Thank you very much. 

  best regards,
  *************************
  Customer Service Manager
  ********************** ** **************** ********** ** ***** ***********************
  

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with this company for 3 items (police car key rings, sticker sheets, and booklets). I received only one, the booklets. They emailed me and advised the one item was backordered until 10/05/22 (well over two months from date of ordering) and not available until after my event is supposed to take place which is National Night Out on 10/04/22. I requested a refund since the item would not be available. She (************************) told me i would have to call, but the number she provided does not go to her but an automated system which tells me "your a lucky winner." So I told her, just refund the money back. This happened last year and the employee did just that, apologized for the inconvenience and processed the refund.This employee, ************************, keeps emailing me saying "call this number" I asked her to stop and just refund my payment that I don't want to deal with this anymore, and they do not have authorization to use my card anymore. She sent numerous emails on 8/18, when she just call if she needed to talk to me in person, they are not able to fulfill the order and still want to charge me. I've ordered thousands of dollars from this company in the past and never dealt with this before. I want a full refund and never want to deal with this company again.

  Customer response

  08/26/2022

  Better Business Bureau:
  
  The business has refunded the portion of the order they were unable to fulfill and I was refunded for those items, in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order on 2/8/22 for plaques for my team totaling $422.00. In the same order I opted to receive a free sample of a desk planter to determine if I wanted to purchase these for earth day. The website stated request a sample, the next prompt asks how many you would be looking to purchase. At the end it states place order for FREE sample in which I did. Im an now receiving invoices and my company being contacted for collection of $395.00 for the promotional item. I had contacted the company and advised them that this was a promotional item and it stated free and explicitly stated you would not be charged. Even stating the same planter is STILL listed this way on the website and I am not responsible for the payment they are requesting. The rep stated she would look into calling me back exactly 1minute and 30 seconds later stating the she spoke with the ** team and they stated I needed to pay the invoice sent. This is unethical business practice and the definition of false advertising, if there was anything stating I would be charged I would have never went through with the order, I was blind sided by this company. I want every one to be aware they will scam you by stating you are getting free items then turn around several months later requesting payment and harassing your place of employment. I would like for all contact to cease and my account to removed totally from their site as I will no longer have any business doings with them.

  Customer response

  08/27/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Positive Promotions regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  5/13/2022 order ******** placed via phone for items needed for my community organizations' Juneteenth event I had to place via phone since I had 4 gift cards to use for the payment responded to the order acknowledgement they sent saying a receipt should have been provided (no response, no receipt)5/25/2022 online checked order status, said missing critical data. called ************ to check what was missing and person i spoke with said contact info (what? name, email, phone number clear and correct on the order acknowledgement I received) Lots of um,hmmand finally said she was leaving for manager review 5/27/2022 started a chat session asking if the issue had been cleared up and when could I expect my items. NOW seems like one of the items NOT available and I needed to call again. I did said just issue refund to the card(s) used and SHIP other items immediately 6/21/2022 check all cards used for purchase NO funds have been returned 6/22/2022 plan to call and ask for full refund if items have not been shipped

• Initial Complaint

  06/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed my order on 05/06/2022 for my department's Juneteenth event. I ordered way in advance so that we would have items for our large crowd of participants. I received a portion of my order quickly, so I was excited to receive the rest of my items within the same time frame. Over a month later and over 20 phone calls, it looks as though my entire order will not be fulfilled. I have spoken with at least 5 different supervisors that are not knowledgeable about their company, or products, and they each tell me a different story related to the shipment or availability of my items. The last phone call gave me additional conflicting information. The first supervisor stated that one of my items would arrive in 4 days, in time for my event, and the second supervisor, 2 minutes later, stated that my items were discontinued. why was I not notified of a delay in shipping or discontinuance of an item for which I already paid for????? I want the items I ordered, even if I have to store them for my 2023 event!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩