Reply from drinkbranders.comSep 13, 2024
Hello Erin, my name is Amber and I am one of the founders here at DrinkBranders. I was very sad to see this review and have dug in personally to fully understand the situation. We are not accustomed to hearing things like this about our team or processes and have never had such a negative review. We sincerely apologize that your experience with us was not a positive one. We have an awesome team that cares very much about our customers and we feel so badly that this happened.
Brands unfortunately have stock issues at times and we are so sorry that the information we were getting from BlenderBottle was not correct. Your project continued to get delayed (due to stock) and while it was completely out of our control, it was indeed very frustrating. We did, however, communicate these stock challenges throughout. While it doesn’t look like you ever personally dealt with anyone on our team, we called to make sure your colleagues were aware that we would unfortunately miss your initial in-hands date as soon as we knew so we could come up with an alternative solution together. Despite the stock delay, Brittany wanted to stick with the initial order and agreed to have us ship it out after your event. She asked for a discount due to the inconvenience (which we completely understand and sincerely apologize for) so we offered to increase your order by a full case, free of charge. This offer was accepted and we pressed on.
5/22/24 - We alerted Brittany that stock was finally set to arrive, but let her know couldn’t make any promises as dates were continuing to get pushed out. We could only assure her that the bottles would ship as soon as stock arrived. Nothing was moving as quickly as we (or you, of course) but it was completely out of our control.
June 17th – Your project (finally) shipped along with your additional 20 free bottles. All of these bottles were absolutely custom and did include your logo.
June 19th – Your project was delivered WITH custom imprint. Unfortunately, to get you your bottles asap, the wrong shade of blue was printed on without our knowledge. The original blue you chose had been discounted (hence the struggle to get them in) and the other shade arrived sooner. We had not been made aware of this change in blue and are very sorry that happened as it’s completely unacceptable and not the way we do business. Ever. This is a vendor problem, which makes it an us problem and unfortunately affected you badly as well.
After a few emails back and forth with Brittany, who was rightfully upset, she let us know she wanted to end the relationship. We offered to print something else entirely for free (that we could turn very quickly and without these hassles), but that offer was declined. She asked for a refund and we, of course, agreed and let her know we’d have to send a call tag to have the custom printed bottles picked up. We asked to set up a call to discuss how to move forward with that. After many days we finally got an email back that said “I appreciate your apology and your offer to produce a new product. At this point, the best step for us would be to end our business relationship.” We left multiple voicemails after that, but never got a call back. A follow up email was eventually sent and we again, responded with a phone call to try to resolve this. Some things are just better worked through in person and we want you to know that we care very much about this.
We understand and empathize with how unpleasant this was and we are sincerely very sorry that you did not receive the experience that we are used to providing for our customers. We do not take this lightly and are re-evaluating our relationship with this brand due to this situation specifically.
What happened with your project was NOT ok, nor was it the norm. If you would ever like to give us another try so we can show you how we normally do business, we’d love to offer you a free set up on any item of your choice.
