We've been working with Kusteez for over three years, and I'm disappointed to say that we will not be working with them again. Whatever respect I previously had for this company is completely gone after this frustrating experience. I would recommend avoiding this company if you do not want to age 10 years from stress. We placed a large order with this company earlier this year, and we are extremely disappointed with the customer service. The final result did not have the right quantity, design, OR sizes, and it was ready MONTHS after the quoted date. The customer service representative assigned to our order rarely replied to emails on time, and when he did, he didn't even respond to the same email thread. He would ignore our questions, and we needed to email them multiple times to receive a response. Out of frustration, we called him many times too, but the information he gave us was often contradictory, and he somehow managed to avoid answering our questions over the phone as well. Our team had to visit the office in person multiple times. Once, the employee was not even there, and his co-workers seemed to have no idea what was going on regarding our order. On the day we were supposed to pick up our order, we were told it wouldn't be ready. The employee was difficult to reach via phone and email even during work hours. He was unprofessional and rude. When we told him we were unsatisfied with the final order, he began to accuse us of not providing sufficient information about the order (we had previously sent the sizes, logo, tentative mock-up, and deadline). While there were many more frustrating points in this whole interaction, I feel I have listed enough to justify my 1 star rating. If a member of management ever reads this, I suggest reevaluating the customer service training at your business. read more

What started out as quick and effective service in the arc of ten days turned into a worst-case-scenario situation. I placed an order for customized pencil cases well in advance of the day on which I actually needed them, and was reassured that they would be ready in ten business days. Ten business days later, and with more than a week to go to my event, I inquired about my order to the sound of radio silence. No one got back to me. When I called again a few days later, I was told only that my order would not be ready on time and was being canceled. I pressed for explanations and was told simply, by my sales rep, that he knew nothing about production and was just as much in the dark as I was, that he hoped I wouldn't take out my frustration on him. Now. I, too, have to see to customer satisfaction, and I know how difficult it is to tell a person they can't have what they want. Or worse: that I can't even tell them why. But I would NEVER throw my colleagues under the bus OR get off the phone with my customer without providing them with a thorough solution to their new problem -- one I created. Kusteez completely hung me out to dry -- too late to get a similar product from another provider, but just early enough for it to be Not Their Problem. They offered to look into other suppliers, then disappeared. Sure, they reimbursed me my full amount. But what about the expenses I paid for the things going into these pencil cases that now don't exist? What about the whole promotion I arranged around this one item that I was told would arrive, and with more than a week to spare? Who will be paying for those damages? Horrible experience, bad customer service, very little sympathy for me or for my small business, very self-involved, self-indulgent staff. Will not be contacting Kusteez again. read more