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Total Merchandise Reviews

4.8 Rating 2,003 Reviews

96 %

of reviewers recommend Total Merchandise

Company Reviews

4.8

Based on 2,003 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

Total Merchandise 5 star review on 7th March 2024

Total Merchandise 5 star review on 6th September 2023

Total Merchandise 5 star review on 1st August 2023

Total Merchandise 5 star review on 27th July 2023

Total Merchandise 5 star review on 20th December 2022

Total Merchandise 5 star review on 15th June 2022

77

Anonymous

Anonymous // 01/01/2019

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

“I have purchased from you guys before and had a much better experience than this time. I struggled with how there was always what seemed to be a different person picking up my order, asking for things to be changed and sending proofs. I felt like this led to delays in my order being completed, as I had already explained to someone prior on the phone and it led to confusion. I also wasn't told when speaking to the sales advisors prior to Christmas that you would be closing your offices at 3pm. This led to me not being able to contact anyone until 02nd Jan. It would have been courteous to let me know this and the duration of time that you would be closed, this led to a delay in my order.”

Posted 3 months ago

Hi Georgina - thanks for your email and we're sorry to hear about the frustrations you had. We know that our customer service manager has now been in touch and you've been allocated an account manager for future orders. We hope very much to work with you again soon and get a chance to offer you our usual 5* service.

Posted 3 months ago

“Once the mix-up about split delivery was resolved, the pens arrived in good order and on time.”

Posted 6 months ago

Hi Karen, thanks for taking the time to review us! We can see that our team did advise you that a split shipment was required due to stock levels, and that you confirmed you were happy to still go ahead. We're sorry for any inconvenience the split delivery might have caused and hope to get the chance to offer you a 5* experience next time.

Posted 6 months ago

“Good Response only reason didnt use was that the bag opening wasnt quiet big enough.”

Posted 7 months ago

Hi Jonathan, thanks for taking the time to review us. We're sorry that the sample you ordered didn't quite match what you were looking for. Our team did offer you alternative products and, while we weren't able to work together on this occasion, we very much hope to assist you with another order in the future.

Posted 7 months ago

“The product comes in tubes of 25 and some of them were bashed and damaged in transit, however still usable. I have noticed that there are air bubbles forming under the print on the poker chips. Is this a common issue? I haven't approached anyone to return the item as hoping the issue is just isolated on a few.”

Posted 1 year ago

Hi David, thanks for leaving us a review and we're sorry to hear that your products aren't quite as they should be. This is very unusual and we can see that a member of our Customer Services team has been in contact with you to resolve this. We hope very much to work with you on another order soon.

Posted 1 year ago

“We are pleased with the bags.”

Posted 2 years ago

Hi Rachel, thanks for the review. We always strive to offer our customers a 5* experience and are sorry you feel we didn’t quite manage it this time. We’re constantly looking for ways to improve our service, so if you have any precise feedback you’d like to share, please send it to sales@totalmerchandise.co.uk and we can look into it further. We’re so pleased to hear you were happy with your finished products and hope to work with you again in the future.

Posted 2 years ago

“I had a rather anonymous and sterile experience with customer services”

Posted 2 years ago

Hi Steve, thanks for the review! We're sorry to read this as we always pride ourselves on the 5* experience we offer our customers. We're constantly looking for ways we can improve, so if you'd like to email further details to sales@totalmerchandise.co.uk, we can investigate this further.

Posted 2 years ago

“Order placed in October - advised there was a delay - completely acceptable. Delivery date came and went - Chased to be advised it would be another month - Nobody had let me know, that second date has now passed and I have had to chase again for an update - Communication is not great!”

Posted 2 years ago

Hi Caroline, thank you for taking the time to leave your review. We have passed this over to your account manager, Amy, who has been looking into this for you as a matter of urgency. Please accept our apologies for any inconvenience caused.

Posted 2 years ago

“communication very poor and print deadlines weren't kept. Sofia”

Posted 2 years ago

Hi Sofia, thank you for taking the time to leave your feedback. We've looked into this and we can see that your flags and flag bases were delivered on time but your sanitisers were delivered the morning after the expected delivery date which was communicated to you. We're very sorry for the delay you experienced, the industry is incredibly busy at the moment and this is being felt through the courier services, too. We do hope to work with you again.

Posted 2 years ago

“Some items better than others.”

Posted 2 years ago

Hello, thank you for taking the time to leave your feedback. Your account handler, Amy will be in contact to discuss this and try to resolve any issues you may have.

Posted 2 years ago

“Helpful customer service who dealt with some of our specific needs without much trouble. Disappointed that investing in sustainable bamboo pens came packaged in vast quantities of unsustainable single-use plastics. Extremely counter-productive.”

Total Merchandise 3 star review on 5th July 2021

Posted 2 years ago

Hi James, thank you for taking the time to leave your review. We are always looking at ways to improve our service and your feedback is very much appreciated; we have raised this with our suppliers. Thanks again and we hope to work with you in the future.

Posted 2 years ago

“It was SO helpful to have an account manager but mine changed halfway through and gave me slightly different information to the first. It took a while to get things right. e.g. things weren't changed in some of the proofs that I'd asked to be - but at least I got sent the proofs so that the final thing that went to print was PERFECT. My client and I were both very happy with the end result.”

Total Merchandise 3 star review on 15th February 2021

Total Merchandise 3 star review on 15th February 2021

Total Merchandise 3 star review on 15th February 2021

Posted 3 years ago

Hi Mandy, thanks for leaving us a review! All our clients are allocated an Account Manager to ensure they receive our usual levels of 5* customer service throughout the order process. Occasionally, an Account Manager will be reallocated midway through this process due to annual leave. We're glad that you and your Account Manager were able to work together to get your products just right, and are delighted to hear that you were pleased with the finished items. Thanks for sharing the photos - your notepads look great! We look forward to working with you again in the future.

Posted 3 years ago

“The printing on the product is very good, but the batteries in side are poor, I complained and had my order resent, the second order is similar and I hope I can get enough lights to work.”

Posted 3 years ago

Hi Carol – thank you for taking the time to leave a review, we’re sorry you’ve experienced this problem. We’re always looking to improve our services and products so we appreciate all feedback. Our Product team have been notified and will be conducting an investigation into the item in question.

Posted 3 years ago

“We ordered 7 items, 5 are of good quality (drawstring bags, calculators, note pads, lip balm, water bottles). However, the 4-colour pens keep coming apart and the hand sanitizer have plastic caps that do not stay on.”

Posted 4 years ago

Hi Catherine, Thank you for your review. We're sorry you were disappointed with the quality of your pens and hand santisers, we were unaware of any issues with your order. We are more than happy to investigate for you if you would like to send some samples back to your account handler.

Posted 4 years ago

“Communication and friendliness is first class. This time my product was of inferior quality (The mouse mat could be torn in half); however a previous order or rulers were of excellent quality.”

Posted 4 years ago

Hi Sharon, We're sorry to hear you were disappointed with the quality of the mouse mats you ordered. We always try to describe our products as accurately as possible to find the perfect product for you. We can also send over samples to help with decision making. We hope you will order from us again in future!

Posted 4 years ago

“The pens came a few days later than promised - had to hurry them up on the order. But they look great.”

Posted 4 years ago

We're really sorry to hear your pens were later than expected, this is very unusual and we apologise for the inconvenience. Glad to hear they look fantastic.

Posted 4 years ago

“My only issue with the recent order I placed with you is related to invoicing. Your invoice was raised when you received my order, and not when you delivered the goods to us. Consequently when we received the goods on the due date shown on my order, you were immediately chasing for payment. We effectively had no credit terms as a result. I think that you should raise your invoices when you deliver the goods, in line with every other supplier that I deal with. All other aspects of the transaction were handled very professionally.”

Posted 4 years ago

“My contact, Tatiana, was very patient with my various changes. My negative feedback was the way the Payment Request email seemed to include no useful information relating back to my orders. In addition we ordered goods worth over £3700 and were refused a credit account with you. Made it a nightmare to keep track of whether an order was being progressed or not, as I had to pass the invoice to a different dept. for payment each time.”

Posted 5 years ago

“A few problems with proofs not showing information”

Posted 5 years ago

“Communications with Total Merchandise were very good. Delivery of the items, 3 months!! was very disappointing. However, when the items did eventually arrive, the quality was good.”

Posted 5 years ago

Hi Laura, Thanks for the overall good review. We're sorry to hear that your products took longer than expected. We've checked the order and can see that unfortunately on this occasion our suppliers let us down, however, our sales team did all they could to keep you up to date throughout the process and we're happy to hear you were satisfied with your products.

Posted 5 years ago

“Service was ok, but I would suggest having more font available for customers to choose from, at least the minimum that Microsoft word has.”

Posted 5 years ago

Hi. Thanks for taking the time to leave a review. Our artwork and design studio handle thousands of legitimate fonts every year without issue. We have access to huge libraries of both free and paid for fonts and also accept clients’ artwork in vectored/outline formats. We have messaged you privately to discuss and resolve any concerns you might have.

Posted 5 years ago

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Total Merchandise is rated 4.8 based on 2,003 reviews