Total Merchandise Reviews

Name: Total Merchandise
Address: Suite 1, The Centre, The Crescent, Colchester Business Park, Suite 1, The Centre, The Crescent, Colchester Business Park, Essex
Rating: 4.78

4.8 Rating 2,004 Reviews

96 %

of reviewers recommend Total Merchandise

Company Reviews

Metrics

Info

4.8

Based on 2,004 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	95%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

Visit Website

Phone:

01376 509092

Email:

katie.clark@totalmerchandise.co.uk

Location:

Suite 1, The Centre, The Crescent, Colchester Business Park,
Suite 1, The Centre, The Crescent, Colchester Business Park
Essex
CO4 9QQ

Total Merchandise 5 star review on 25th March 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The process took far too long. I lost count of the amount of emails I had to send about artwork. Also the phone holders were poor quality and would not stand up when I put my phone on it”

Helpful Report

Posted 6 years ago

“We were dealing with a sales assistant called Laura, everything was fine all the way until the quote process, where our Marketing Assistant picked up on the communication in order to complete the order. Laura's communication has been very poor, as every e-mail that was sent by our Marketing Assistant Laura did not reply to, instead Laura replied to our Marketing Coordinator, as she was cc'd in, Laura had to purposely choose to reply to someone else and not the person who was e-mailing her. Laura was advised she is to communicate with our Marketing Assistant, because she is the one dealing with this order and our Marketing Coordinator is going to be on holiday on Thursday and Friday yet she has sent 3 e-mails to our Marketing Coordinator on both of those days. When our Marketing Assistant e-mailed her asking for proofs so she can approve them before the weekend, as our directors were chasing for this, she got very short and uncourteous replies. Laura quoted us a £35 set up charge for printing on the other side of the fidget spinner on top of what was already paid by our accounts department, yet the invoices we have received were wrong. First we received invoices, for a new total amount following that the adjusted invoice was for a completely different amount than what was quoted. When we called to discuss this with the account department, Thomas was very rude and unhelpful, he spoke to our team in a very patronising manner, insisting it was Laura's mistake. He mislead us to believe this was the case, before saying there is a credit note attached for an amount of £7, we feel like this could have easily been sorted within the first 2 minutes of the call. On the upside, the product received is of great quality. It is a shame the customer service of your representatives lets your company down.”

Helpful Report

Posted 6 years ago

Hi, Many thanks for taking the time to write this review, we appreciate all feedback and thank you for bringing these issues to our attention. As one of the owners here, i am always concerned when customers have a bad experience, as our customer service is normally second to none. I am personally looking into this particular order and speaking to the staff involved to ensure this does not happen again. Many thanks, David.

Posted 6 years ago

“We ordered merchandise with a specific delivery date (timescales were very tight) and it did not arrive and were told late that afternoon that they couldn't find the address. After personally going to the address the following day to wait for the delivery, we discovered it had been in the warehouse the whole time and never left.”

Helpful Report

Posted 6 years ago

Hi, We are very sorry to hear you had an issue with this order. We have looked into it and it seems between our supplier and the courier there was indeed a communications error which was wrongly passed onto us. We have spoken to both parties involved and this should now be rectified going forward. Many thanks for bringing this to our attention, Regards, The Total Merchandise management team.

Posted 6 years ago

“The quality of the two products we ordered was very good, and so was the price. The service was very poor though. They had to keep resending their order confirmations and proofs through as they didn't seem to be actually reading our requirement (we didn't change anything on our order the whole time, they just didn't seem to take on board what we had typed into their own form). We had to keep chasing by phone and email, throughout the whole process, to get the order actually sorted out, and not once did they take the initiative to communicate with us first - always us having to chase and prompt them. When the order became urgent, they forgot to place it for 3 whole days until we phoned and emailed to remind them. Luckily we got the products just in time, on the day of our event. Unnecessary stress, wouldn't see the point in dealing with them again.”

Helpful Report

Posted 6 years ago

“I put in an order with you and said the delivery address and it ended up in the wrong address. I then ordered from you again, and this time I stressed about the delivery address and where exactly it needs to go, but for the second time they went to the wrong address.”

Helpful Report

Posted 6 years ago

“I though the customer service was quite poor. I was extremely detailed in all my emails asking for specific items and customisation, even attaching photos of what I would like everything to look like. I would then get an email back saying yes, but the proofs I would subsequently be sent were completely wrong. Nothing like what I asked for. I emailed saying how frustrating it was as I was sent a total of 3 proofs and 2 of them were incorrect. I am buying these products on behalf of a global company and we were interested in buying hundreds of orders if this first batch was successful, but I feel like this process is extremely disorganised. I never even got an apology for the mistakes, just countless, unhelpful back and forth emailing.”

Helpful Report

Posted 6 years ago

“the delivery didn't arrive on the agreed date, therefore we miss the products we ordered for our event.”

Helpful Report

Posted 6 years ago

Hi Paul, Thanks for bringing this to our attention. Every Blue Moon our suppliers do ship goods out later than they should of done, this can be due to a number of unforseen reasons, for example the print not quite being dry, which would result in an awful mess if not otherwise dealt with. I have spoken to the supplier in question about your case and asked that in future if this happens again that they quickly notify us so that we in turn can notify you. We would welcome you back to try us again in the future and if you have any more issues please ask for me directly, Regards, David.

Posted 6 years ago

Total Merchandise is rated 4.8 based on 2,004 reviews