Complaints

This profile includes complaints for United Monograms's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  United Monograms

  2284 Clements Ferry Rd Unit E Charleston, SC 29492-8539

• 

  United Monograms

  4275 Arco Ln N Charleston, SC 29418-5985

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 t shirts from United Tees, which is a brand under this main business. When the shirts showed up, they fit like they were 2 sizes too big. Luckily I was able to give one to a family member, but I would like to return the other one because the XL fits like a XXXL. I looked into their return policy and it says return inquiries must be filed within 3 business days of receiving the order. I emailed customer service 2 business days after I received it. I sent my first email to start the return process on July 29th. It is now August 14th, and I have sent 4 emails to start this return process and not one has been answered. Terrible product, terrible customer service.

  Business Response

  Date: 08/28/2024

  We sincerely apologize for the sizing issue and the lack of response you've experienced. This is definitely not the kind of service we strive for, and we understand how frustrating it must be to not hear back regarding your return. We'll prioritize this immediately and ensure your return is processed properly. Thank you for bringing this to our attention—we’re committed to making things right and providing a better experience going forward. Please check your inbox for a follow-up from our team. ??

• Initial Complaint

  Date:08/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for one monogrammed sweatshirt on July 15th. Now, they say 12-15 business days for this order requested. My payment was processed and my card was charged. They also said that weekends do not count in the 12-15 day order process. So, today is August 8th, I placed this order 18 business days ago! I have yet to receive an email stating my order has been shipped. I’m starting to think this is a scam especially after reading some of the other complaints on here. It’s just sketchy to me, now they are saying they are out of the office because of the hurricane in Florida? Are they not located in South Carolina? It doesn’t make sense.

  Business Response

  Date: 08/21/2024

  **********************
  

  **************************************

  Package Delivered August 10th!

  Business Response

  Date: 08/21/2024

  **********************
  

  **************************************

  Package Delivered August 10th!

  Customer Answer

  Date: 08/21/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:07/15/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with this company on June 13th. I received one tracking number that never updated past saying the shipping label was created. I contacted the company and they said they made a mistake and I would get my item soon. I received a wrong order in the mail. Contacted them again and they said so sorry you will get your item soon, I got another tracking number and it’s the same deal, says shipping label created but nothing more than that. It’s been over a month now and I still have nothing. I believe this company is fraudulent and scamming people for their money.

  Business Response

  Date: 07/21/2024

  We have your order and it will ship out this week! Our standard processing time is 10-12 business days and this was placed 6 business days ago, We will ship it out soon and you will receive a confirmation tracking email to *************@gmail.com

  Customer Answer

  Date: 07/22/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ********* **

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for 2 sweatshirts. I never received a confirmation email/order number but my card was charged for merchandise. I messaged company on their website twice, called and answering service said they could not help at this time, messaged them on Facebook and texted the number provided. I have received no response. I have no idea if order is placed, if this is a fraudulent site, etc.

  Business Response

  Date: 07/18/2024

  It's getting shipped out soon! We resent your confirmation email

• Initial Complaint

  Date:02/26/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I place and order on 1/20 understanding the turn around time for the customized items was an estimated 10-15 business days. There was an apology email sent with a contact number for customer service which does not work after the 20th business day. I have reached out to customer service numerous times. In an effort to receive updates on my order. No response. After the fifteenth and final attempt I was contacted and advised my items will be shipped immediately a tracking number was provided only for the shipper to never receive the item.

  Business Response

  Date: 02/27/2024

  *******- Thank you for bringing this matter to our attention. Your experience does not meet the standards we strive for at United Monograms.

  Your package has been successfully delivered.
  First and foremost, we want to extend our sincerest apologies for any inconvenience and frustration you may have experienced throughout this process. We understand that the delays and communication issues you encountered did not align with the high standards of service we aim to provide. While we are relieved to know that your items have now reached you, we recognize that the process did not meet your expectations or ours. In light of the delivery confirmation, we wish to make things right by you on future orders.
  

  Your feedback is invaluable to us, and we will use this experience to improve our customer service and delivery processes. Our goal is to ensure that every interaction with United Monograms is a positive and seamless one. Should you have any further questions, need assistance, or wish to discuss this matter further, please feel free to contact me directly at [email protected]. We are here to help and ensure your complete satisfaction.
  

  Thank you for your understanding and for giving us the opportunity to address this matter. We look forward to serving you again in the future and hope to exceed your expectations.
  

  XOXO,  UM <3

  Customer Answer

  Date: 02/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because to offer an opportunity to rectify the issue on future orders is not necessary when I have no intention of using this business in the future. I’d like a resolution for the first and only order I have placed. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 03/08/2024

  The customer placed an order on 1/20 and promptly requested a change to the order, which we are not able to offer (as is stated on our website). They were contacted on 1/26 and informed of this. On 2/12, the 16th business day, the customer reached out about their order. I informed them that there was a technical error on 2/20 and that I personally resolved it and shipped it the same day as that message. The customer informed me that they were upset that the order was not going to arrive in time for an event they had initially purchased for. Meeting a customer's event desires with an order is not a function of our business, and while we strive to complete orders on time, there are challenges we sometimes face. The customer stated that we offered no response, but this is incorrect and false. The customer also criticized us for not delivering the item faster or updating shipping time, but we are not the postal service, nor can we control shipping. The customer filed the complaint 4 days after I had both explained the situation and offered a higher level of service to ensure customer satisfaction.

• Initial Complaint

  Date:02/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a Valentine’s Day sweatshirt on January 23 and still have not received it. Order ******. I have emailed the company twice and received no response and yet am bombarded by email advertisements from them.

  Business Response

  Date: 02/15/2024

  The package is on the way. We are so sorry this took so long. We are a small business working extremely hard to handle demand. We value you very much and we are sorry it took long-  Happy it arrived on Valentines Day! We understand that is not ideal. We're sorry. We appreciate you. We will not let you down in the future! We did not make any guarantees it would be there by the holiday, but you had every right to expect better from us. This is unacceptable and is being dealt with we are so sorry and hope you still get some excitement out of the sweatshirt :)

   

  Tracking: **************************************************************************************

• Initial Complaint

  Date:02/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order for a "Valentines" custom sweatshirt on 1/19/24. The current processing time for that sweatshirt said 12-15 business days. I haven't even gotten a shipping update on the purchase and today is 2/8/24. Why would their company advertise a Valentines sweatshirt if the purchasers wouldn't even get the item in time for the holiday? I'm beyond frusterated. I've also reached out to them on their "contact us" tab on their website, I've emailed them multiple times, called the phone number listed and also messaged them on Instagram with zero response from them. That's just terrible customer service.

  Business Response

  Date: 02/15/2024

  Package Delivered Before Valentines Day! Tracking: *************************2*********5

  it arrived on Feb 12th. We are so sorry it took so long. This is unacceptable. We are a small business dealing with growing demand, but there is no excuse. Please accept our apology and know that if you order from us again it will be faster! We work so hard everyday to get better. We appreciate you and are genuinely sorry. Hopefully the sweatshirt brought you some Valentine's Day Joy <3

• Initial Complaint

  Date:01/02/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a single item from them on November 30th. Was supposed to be a Christmas gift for my wife and they advertise that orders placed by Dec 3 will arrive in time for Christmas. I was told 10-15 business days for processing or shipping. It is now about 20 business days depending on what days they observe for holidays and I still don’t have the item and have not even received an email that the item has shipped. Truly upsetting. This company clearly has a reputation for failing to fulfill on their promises. I’d like an update on my order and the item delivered ASAP. If they can’t manage that, I want a refund on my order.

• Initial Complaint

  Date:12/28/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number - ******
  Order placed - 11/21/23
  
  The item I received was defective. I reached out to the company immediately. It’s been about three weeks and not one response via email from this company at all. I have asked for a refund and have heard nothing.

• Initial Complaint

  Date:12/21/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with this business on Dec 2, 2023. They claimed that orders placed by Dec 3 are guaranteed to be delivered by Christmas. My complaint is about the lack of communication of this business. I sent 2 emails in the last two weeks to seek for a status of my order. I attempted to call and their voicemail is full. No doubt everyone else wants to know the status of their order. Other than getting a receipt, I have not received any communication from this business. I can’t believe a sweatshirt would take 4 weeks to ship. The only thing I can assume is that they are outsourcing their order to a foreign country.