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 2,039 Reviews

96 %

of reviewers recommend Total Merchandise

Company Reviews

Metrics

Info

4.8

Based on 2,039 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email

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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 3rd February 2026

Anonymous

Anonymous // 01/01/2019

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

“Ordered some goods for our company event in plenty of good time. Despite us providing the correct company address for our delivery in multiple clearly stated emails, and it being in my email signature when the order was placed, the delivery was continually attempted at an address that doesn't even exist. Once I noticed this on the order tracking, I made our Account Manager aware over email and over the phone multiple times and this was not amended and the order was still being attempted to be delivered at a made up address. I was told that the delivery address was correct despite it clearly being an address with errors and typos on the tracking and was advised delivery was attempted at the right address, I confirmed it definitely wasn't as we are a huge warehouse with hundreds of deliveres and shipments coming back and forth to us every single day. The order was late and finally delivered way past our event date so were no longer relevant to our company. Terrible communication and lack of accountability or support.”

Helpful Report

Posted 1 month ago

Thanks for taking the time to review your Total Merchandise experience and we're sorry to read your comments. We passed your feedback over to your account manager, who has discussed the details of your order with the external supplier involved. Unusually, it looks as if the name of your business was accidentally left off the delivery label, which resulted in confusion when it came to actually making the delivery. We appreciate how frustrating this situation must have been, and your account manager has been in touch via phone and email to offer you a large discount on your order. We very much hope to get another opportunity to give you our usual 5* service in the future.

Posted 1 month ago

“Not particularly prompt at responding to queries, then items delayed by multiple issues with delivery, and to top it off items delivered to me that weren’t mine. Would be wary about using this company again.”

Helpful Report

Posted 4 years ago

Thank you for taking the time to leave us a review and we're so sorry to read this. We've looked into your order and can see that the issues arose via our third-party supplier, for which we can only apologise. We notified our Sales Manager about your feedback and know that she has been in touch with you this morning to provide a resolution. We hope to get another chance to work with you in the future and to give you our usual 5* customer experience!

Posted 4 years ago

“Items were dispatched over a week late, then arrived late for the second target date because of a courier problem, and there were several that were extremely damaged. I kept trying to call and either getting anonymous "EE" voicemails or being cut off mid-ring. People would say things like "I'll be in touch on Monday" and then I'd have to chase on Tuesday because they hadn't. I had to ask for a discount (this wasn't offered), and initially, £25 was suggested. I then badgered them a bit more and got it moved up to £50. It remains to be seen whether the replacements for the damaged items will arrive on time.”

Helpful Report

Posted 4 years ago

Hi Alexandra – thanks for leaving us a review. We’re so sorry to hear you haven’t been satisfied with your TM experience this time. Frustratingly courier delays are out of our control. We can see that your products should have arrived with you by now and your account handler should have been in touch to check that you're happy with them.

Posted 4 years ago

“Ordered a product after been recommended it’s on a 5 day turn around ! The product was delivered to the wrong address I chased this on the Monday and was told the order would be collected and redelivered to us in time for the show we needed the products for - they then delivered the product back to the wrong address leaving us with nothing to hand out at the show we had booked - yes I’ve been told the product is free when it arrives but that’s 4 days late and doesn’t help me at the show - very dissatisfied”

Helpful Report

Posted 4 years ago

Hello, Thank you for taking the time to leave your review. Firstly, please accept our apologies for the issues you have experienced with the delivery of your stress balls. We've looked into this and can see that you have been in contact with your account manager, Isabelle, who has explained that there was a communication error between the courier and our suppliers when attempting to deliver your order. Due to the inconvenience caused, Isabelle has already arranged a full refund for you, which you have been informed about. We're very sorry for the problems that you have experienced and we do hope that you choose us as your promotional partner in the future so you can enjoy our usual five-star service. Kind regards, The Total Merchandise Team

Posted 4 years ago

“The communication with the team was very poor and messy. I ended up having to deal with 6 different people and having to request the same thing over and over with not much success. I had to amend the preview 5 times because of this lack of communication. I had to correct the delivery address twice, first they wrote a completely different address from the one I provided and then they forgot to put my name on the delivery address. I also had to correct the final price of the command as 1) they charged me for 150 t-shirts instead of 50 t-shirts as I requested and 2) they were charging VAT on a product that is meant to be VAT free. A command of 50 simple t-shirts took over a month. Overall, I am very unsatisfied with the professionalism of the team. I had to constantly be on top of things that weren't part of my job.”

Helpful Report

Posted 7 years ago

“The mugs we ordered arrived in a different size from the agreed proofs making our logo look way too small and a bit silly.”

Helpful Report

Posted 9 years ago

Total Merchandise is rated 4.8 based on 2,039 reviews