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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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“the quality of the pens really wernt good. They overcharged for you to get a sample printed then it turned up and the logo was too small. it took forever to sort. So gutted with the result. Honestly, i'd advise getting a sample of your stationary not just a paper proof as it looks different”

Posted 6 months ago

Hi Keisher, thanks for taking the time to review us - we're really sorry to read this. We've flagged your review to our Customer Service team and we know they're working with you to resolve this ASAP.

Posted 6 months ago

“Got order details wrong and found it difficult to speak with my account handler.”

Posted 1 year ago

Hi Gordon, we're sorry to read this - your account handler has contacted you to find out more. We hope very much to get the chance to work with you again so we can give you our normal 5* TM experience!

Posted 1 year ago

“Wasn’t as expected”

Posted 1 year ago

Hi Kelly, thanks for the review. We're sorry you feel you didn't have a 5* TM experience this time and would like to find out more so we can make this right for you. Your account handler will be in touch to get more information.

Posted 1 year ago

“We required some last minute merchandise so asked Total Merchandise and other similar companies if our deadline could be met and listed the items we were looking at. Total Merchandise responded quickly with an order confirmation. We submitted our logo and thought everything would be fine but then ran into a number of issues/product changes etc. All in all we didn't receive our merchandise in time even though we advised of the deadline in our first email (looking into this further we never would have received the order in time when we sent our first email let alone with the day lost going back and forth with their team about product changes. They just wanted to get the order in so they could get payment). I was really disappointed that there was not clearer communication and if we had gone with one of their competitors we would have received products for our event dates. TM should have refused the order rather than just accepting it knowing it couldn't be fulfilled. Very embarrassing for our company.”

Posted 2 years ago

Hello, Thank you for taking the time to leave your feedback, we are looking into this for you. Please bear with us, the promotional industry is incredibly busy right now but please rest assured that we are looking into this and we will be back in touch ASAP. Many thanks, The Total Merchandise Team

Posted 2 years ago

“I ordered 9 product types for a total of £5k. I sent a very desctiptive email mid December detailing what the designs were to look like, which logos would go on each product, the base colours of each product and the number of each product. It took over a month from then onwards going back and forth with the sales rep correcting the proofs they sent as they did not pay any attention to what I wanted. In addition to this it took 4 or 5 attemps to get the invoicing details correct on my account, and their online card payment system failed multiple time. The products themselves after most of them finally arrived are good quality and well received by my clientele. However I was promised all items delivered by 30 Jan but it is mid Feb now and I'm still waiting on another delivery coming in 3 weeks. I've never seen such poor communication and client management.”

Posted 4 years ago

Hi Kris - thank you for taking the time to leave your review, we value all feedback. We have looked into this for you as we wouldn't want any of our customers to feel anything but happy with our service and products. Our sales manager has been in touch to inform you of why you have experienced a delay in one of your orders and we hope you can understand why this has happened.

Posted 4 years ago

“We had ordered some merchandise for a client event. We were reassured that it would be delivered in time, and after chasing for several days we were told that it would not be delivered in time and that it was our fault for resubmitting the proof. As professional creatives we want to get the spec 100% correct and at no point were we told that there was a delay with this invoice. We ended up having to pay a hefty express delivery charge in which we fought for a small discount from Total Merchandise.”

Posted 4 years ago

Hi there, thank you for taking the time to leave a review. We're sorry that you feel your experience was anything less than our usual five-star service. Your account handler is trying to get in contact with you to speak to you about this.

Posted 4 years ago

“the printing on the pens was lighter than at the top which did not come through on the mock ups”

Posted 4 years ago

Hi Carolyn, thanks for taking the time to leave us a review! We're sorry to hear the pens weren't quite what you expected. We've looked into this in-house and your account manager will be in touch ASAP to find out more.

Posted 4 years ago

“The service is typically quite slow and the order documents and emails often have errors (and often the same errors which I have already asked to be corrected on the previous order). Invoices are sent before the order is even confirmed and all of the emails I get have all of the general jargon in which isn't relevant to me, ie. because my company already has a credit limit set up. That said, the items when they arrive are good quality.”

Posted 4 years ago

Hi Beth - thanks for taking the time to leave us a review! We value all feedback from our customers and are always looking for ways to improve and evolve our processes, so will pass these comments onto our team. We're delighted to hear you were pleased with your completed products and hope to work with you again soon.

Posted 4 years ago

“The person dealing with my order NIcky White was very inefficient, I had already given him clear instructions in emails and several times he came back to ask, when I spoke to him he didn't seem to have a clue and had a can't be bothered attitude. Can't fault the quick delivery and quality of pens but am giving this poor due to him.”

Posted 4 years ago

Hi Rebecca, thanks for leaving us a review! We always aim for a 5* customer experience and are sorry you feel we didn't hit the mark this time. We have passed your comments on and this will be looked into internally. We're delighted to hear you were pleased with the delivery and the quality of your products, and hope to work with on another order soon.

Posted 4 years ago

“Leah was rubbish to work with. She constantly made mistakes because she didn't proof read which slowed down the process. Not all items arrived on time as a consequence. She also didn't seem to read my emails properly. Having said that she was always polite and apologetic. It was just frustrating on my end. When the items did arrive not all the quantities were exact. For example a box of pencils that should have been 250 were actually 247. If this continues the small margins add up! I also think all your hidden charges are shocking!! You should just be upfront about the cost as that would save everyone time. I had to change my order twice to get it into my budget which was beyond frustrating, especially with Leah as she didn't seem to take note of everything. I think when one submits an order of thousands of pounds one expects an impeccable service and this was far from it!”

Posted 5 years ago

“I wanted to order express items but the member of staff I talked to on the phone apparently hadn't heard of them. Replies to my e-mail queries appeared to be standard replies and didn't answer specific questions I had. It would also be helpful for replies to e-mails to include the sent email/e-mail chain to enable both parties to more easily follow the conversation. After specifically asking about payment in respect to the tight deadline, a few hours later I was told that I only had 30mins to get payment sorted else my order would not go through in time. Poor customer service I'm afraid.”

Posted 5 years ago

Dear Wendy, Thank you for taking the time to leave a review. We’re sorry you’ve received anything less than our normal five-star service. We’ve messaged you directly to discuss the issues raised. We take customers’ feedback seriously and strive to constantly improve. Kind regards, Total Merchandise

Posted 5 years ago

“At present I have only received half of our order as half were rejected at point of delivery by my director as they were soaking wet. I am still waiting for confirmation of when the outstanding amount of the order will be delivered.”

Posted 5 years ago

Thanks for your review Jayne, though naturally, we are saddened to hear of your woes. We understand though that the order was delivered wet because of the fault of the courier, and through no fault of our suppliers or ourselves, though of course we are fully sympathetic, regardless. We have also notified you this morning, by email, that the 2nd part of your delivery is expected today. We will be investigating what happened with the courier, but we thank you for bringing this to our attention, as we otherwise wouldn't have known.

Posted 5 years ago

“This was the first order I placed with your Company and I was not that impressed to be honest. You took a long time to proof the order and delivery was late, only just in time for the event. I had to chase the delivery several times which your printers sent to the wrong address.”

Posted 5 years ago

“Was not delivered on time, poor quality.”

Posted 5 years ago

Hello Sir, We are really sorry to hear that the goods were not delivered on time and you are not happy with the quality. I have looked into this for you with our Sales Team and can see that we sent you an art proof to approve on the 13th which was changed and then not approved by you until the 18th, this will delay the order in the print queue I am afraid and I believe you were notified of this. Regarding the quality of the goods, could you please let me know what the issue is so that I can look into it as this is one of our best selling lines. Many thanks, The TM Management Team.

Posted 5 years ago

“Prices were good but I found the staff very unhelpful. They were slow to respond and didn't provide all requested information, so I ended up having to rush decisions and didn't have any opportunity to tweak the design. As a result the text on our pens is much smaller than ideal. I will try elsewhere next time, looking for good customer service as a priority.”

Posted 5 years ago

“Sales order process took over a week. Passed from one account manager to another and requirements getting mixed up. No willingness to secure new business or flexibility in ordering. Lack of comms. I had to continuously chase for updates.”

Posted 5 years ago

“Although for an order last year everything was great, this year the confirmation process took too long. One of the main issues was that I kept receiving proofs with logos from other events and not my event.”

Posted 5 years ago

“I was dissapointed with the color on the product I saw online compared to the one I received. I understand that they might differ a bit but not entirely. I ordered red and received orange. On top of this, Total Merchandise informed me that the orange color was in fact a light red. This is probably the worst part of it, because it was not even close to being red and for a company not being able to admit an error is truly worrying - we all make mistakes. So, for some constructive feedback, I would make sure that the document with the product sent to the customer actually contains the same color as the one that will be sent. Perhaps also to make customers more aware of the differences that can occur.”

Posted 6 years ago

“We ordered badges for a conference. When they arrived the printing on them was so small we ended up throwing them out (our organisation's name was not readable). While technically your staff member did her job and helped with the artwork, if she had just said we might want to consider a bigger size badge we would have spent more money and actually been able to use them. It is hard to judge size via internet files. Very, very disappointed.”

Posted 6 years ago

“Initially I had the feeling I was in best hands. But there were so many people to relate with on thesame order, / many emails regarding invoices etc. Consequently, details were lost in trails and had to be repeated over and over again. Surprised that not much effort/ initiative went into helping to get a very descent artwork. I praise you for neat printing & sending order on time !”

Posted 6 years ago

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Total Merchandise is rated 4.8 based on 2,003 reviews