PlusCup – Personalized Videos for Kids & AdultsReviews of pluscup.com

Reply from PlusCup – Personalized Videos for Kids & AdultsJul 17, 2026

Hi Mohamed, We're very sorry for this mistake and completely understand your frustration. Unfortunately, our demo video was accidentally uploaded to your download link instead of your personalized video. As soon as we realized the mistake, we immediately sent you the correct video that same day. We sincerely apologize for the mix-up and any inconvenience it caused. We appreciate your patience and thank you for giving us the opportunity to make it right. thank you, PlusCup Team

Reply from PlusCup – Personalized Videos for Kids & AdultsMay 12, 2026

Hi Amarie, We’re truly sorry for this experience. You are absolutely right to be upset, and we completely understand your frustration after receiving a video with the wrong message. The first video was delivered within the rush timeframe, but unfortunately the wrong template and message were used by mistake, which should never have happened. We also understand how disappointing it was to not receive the corrected version in time for the birthday. Your video has now been edited and corrected. Please check your emails, including spam/promotions folders, for the updated version we sent. Again, we sincerely apologize for the mistakes and the delay in communication. We appreciate your feedback and understand how disappointing this was, especially for such an important moment for your son. Thank you, PlusCup Team

Reply from PlusCup – Personalized Videos for Kids & AdultsMay 12, 2026

Hi Adrian, We contacted you and sent the updated video. We sincerely apologize for the mistakes and delay. All of our videos are edited manually by our small team, and unfortunately we experienced a very high volume of orders, which led to some errors during the editing process. We completely understand your frustration and are truly sorry for the experience. Thank you for your patience and understanding. PlusCup Team

Reply from PlusCup – Personalized Videos for Kids & AdultsMar 30, 2026

Hi Glenn, We’re really sorry for your experience and we completely understand how disappointing this must have been, especially for such an important day. To clarify, the first version of your video was delivered on time, which means the main service was completed within the agreed timeframe. We do acknowledge that the pronunciation was not correct, and we truly apologize for that. We always do our best with names — especially when voice notes are provided — but unfortunately, some pronunciations can still be challenging to match perfectly. Regarding the delay, once a correction is requested, it goes into the editing queue along with other revisions. While we try to prioritize rush orders, the 24-hour timeframe applies to the initial delivery, not multiple revisions. We have already processed the refund for the rush fee, as this part did not meet expectations. However, we’re not able to issue a full refund since the original video was delivered on time. That said, we don’t want you to leave with a bad experience. Since the birthday has already passed, we can create a new custom message video (non-birthday) for your son — a simple personalized “hello” message — and make sure the name is done as accurately as possible. We truly regret how this turned out and would still like the opportunity to make it right in a different way. Please let us know if you’d like us to proceed with that. Thank you, Rachel Pluscup

Reply from PlusCup – Personalized Videos for Kids & AdultsMar 30, 2026

Hi Courtney, I’m Lina, and I will be handling your case from now on. First of all, I want to sincerely apologize for the experience you had. We are truly sorry about the conversation earlier. We recently hired a new assistant, and unfortunately we did not realize she would handle customer communication this poorly. That is completely our responsibility, and we are very sorry that you had to experience that. Your message and feedback are taken very seriously. We never want any customer to feel ignored or treated unprofessionally. Our goal is always to provide a positive experience and make sure every customer feels respected and supported. Please allow me to personally assist you and resolve this situation properly. If there is anything we can still do to fix this for you, I would really appreciate the opportunity to help. Again, I’m very sorry for the frustration this caused and for how the situation was handled before. Thank you for your time, Lina PlusCup Team

Reply from PlusCup – Personalized Videos for Kids & AdultsMar 8, 2026

Hi Judy, We did reply to your email earlier and suggested forwarding the email you received with the video to someone you know so they can help open or download it. Sometimes email apps block links or codes, which can cause this issue. If you still cannot access it, please reply to our email and we’ll resend the video to you again. We’re here to help. Thank you, PlusCup Team

Reply from PlusCup – Personalized Videos for Kids & AdultsMar 8, 2026

Hi Sophia, We’re so sorry to hear that, and we truly understand how important it was for you to share that moment with your niece on her 5th birthday. The video can be downloaded from the email first, then played on a TV in several ways. The easiest options are casting or AirPlay from a phone, using an HDMI cable from a laptop, or copying the video to a USB drive and plugging it into the TV. Sometimes AirPlay may not work depending on the TV or phone settings, but the video itself should still play normally once it’s downloaded. If you’d like, please reply to our email and we can resend the download link to make sure you have it again. We’re happy to help you get it working so your niece can enjoy her special video. Thank you, PlusCup Team.