Sublimation Mugs and Decorative Wall Tiles
Full Colors at Reasonable Prices

Gift Mugs by Bitmark, Inc.

Unsolicited Kudos and Testimonials

Good and not so Good!

In previous pages we offer copies of unsolicited positive comments and observations with respect to Gift Mugs and our customer service. As in any business, there are, however also some negative comments that unhappy visitors and/or customers send us. We thought it would only be fair to also offer some of their comments and observations and to present them to our visitors so that they themselves can arrive at a fair and balanced view of GiftMugs by Bitmark, Inc.

- Web site visitor's e-mail to GiftMugs: Your order form is ridiculously complicated! You said I could order "The Big Cheese Mug," but I had no idea how to go about ordering it. I can't believe ANYONE ever completes your poorly designed and infinitely difficult order form. You need to get your shit together, guys and gals. You just lost a $28 order (so you inform me) and a customer for life. Your site is laughable it's so hard to negotiate. A FOUR PAGE ORDER FORM! And you're not even joking. Go to Amazon.com and learn how to facilitate orders for us common folks. Geesh!   -   Visitor did not supply his/her Name, only: Bopthedee@aol.com

Web site visitor's first e-mail to GiftMugs: "I would like to make a mug representing the company "Initech" from the movie "Office Space." I would like the font of the company name to resemble as closely as possible that from the movie. If that is not possible, please use a font that would look appropriate for a cutting edge, high tech company, at your discretion. Thank you."

Web site visitor's second e-mail to GiftMugs: "Hello, I would like ot confirm my goftmugs order, and assure that the order has been properly understood. I just want to make sure that what I wrote in the comments box describing what I want is feasible. If there are any ambiguities, please email me so that they can be cleared up. I would also like to check on the price, since I did not include it on the order form. I wasn't sure how much to put down. I thank you in advance, as this is an important gift for a friend. Rogan Nunn"  GiftMugs reply to this customer inquiry: "Hi Rogan Nunn: We acknowledge receipt of your order and payment information but have no idea what the decoration should be for this mug order. You write "I would like to make a mug representing the company "Initech" from the movie "Office Space." We're sorry but we do not know what this is and you'd have to send us very detailed information. Should we go to the movies to see what this is all about? - and all this for ONE coffee mug.  Furthermore you state that you do not know what your mugs cost. Well, we have a very complete and detailed price list in our web site.  We'll put your order on hold until we receive complete information from you as to what exactly you're ordering. With best regards, (our e-mail address)"

Web site visitor's third and final e-mail to GiftMugs: "Dear Giftmugs;  It is truly a testament to the capatalist system that a company like yours can even stay in business with your kind of customer service.   Furthermore, I applaud your ability to turn any sort of profit with your obvious level of stupidity. A trained chimpanzee could have better understood my instructions, and undoubtedly responded in a more polite manner. I asked that if no one had seen the movie, that you simply use a font fitting for a generalized high-tech company, something a 5-year-old could have comprehended.   In addition, your collective price list is inconveniant enough that no reasonable person would see it as too much effort for you to add charges up for the customer. The representative who wrote the email response to me should be fired and thrown into the street.   I shall have no further contact with your company, and nor shall anyone with whom I have contact. Finally, your local Better Business Bureau will be informed of your practices. In closing, let me say that you make me want to start my own mug company simply so I can take your business and shut you down. You have a great deal to learn about running a business.  Sincerely, Rogan Nunn" Gift Mugs final observation: How about this for a "more polite manner"?!

I received my coffee mug order confirmation. I was also able to view the picture of the mug that was sent. It's great, looks just like the other one I received that my daughter mistakenly put in the dishwasher. The lettering faded almost completely. My mistake. Just to let you know, though, that I was completely happy with it and am sure I will be with the next one. Won't make the same mistake twice. Thanks for your time in advance, Lxx R. Pxxx. And: As far as the brand of dishwasher the mug was washed in, it's a brand new (2 months old) Fridgedaire. I tend to believe that it was the heat drying process that faded the graphics on the mug and not the water temperature, maybe it was both, who knows. I used a generic type of dishwashing liquid. I appreciate your time, patience and quick response to this matter. I'll recommend your company highly to friends and family. Thanks again, Lxxx R. Pxxxl P.S. Customer satisfaction seems high on your list. That's nice for a change.

Then we also receive this kind of e-mail as some of our customers think that we can examine submitted digital art work files and prepare order confirmations in no time. Here it is: "Hello. It's been about 3 hours and I haven't yet received my confirmation email yet regarding my order. I just wanted to make sure that everything is okay with my order???? Thank you." We prepare each order confirmation and examine each submitted digital art work file in the order they are received. Hence, it might sometimes just take more than only 3 hours to respond. We hope that this is not too great of a time span especially considering that we have to prepare many, many order confirmations and file examinations for ONE-mug orders which take the same time as large quantity orders. We hope to be able to improve our record on this score and ask  for your understanding.

Good morning, this e-mail is to ask for the status of a LATE order that was placed back on 12/16/01. The order was supposed to be shipped to: xxxxx. The name of who placed the order was xxx. I just wanted to inform you my dissapointment with your company. This was supposed to be a Christmas gift and we already are in the month of January 2002 and it hasn't been shipped yet. Can you please tell me what's going on? if you had a problem the least you could do was to contact me and you haven't even bother doing that. I hope that you'll have the decency of at least reply to this e-mail and in the future I don't think we'll do business with you. xxxx `````````````````````````` Response by Gift Mugs: Since this customer never returned the "signed" Order Confirmation as expressly requested in it, we where not able to proceed with this order and have put it on hold until we receive our "signed" Order Confirmation back. We never charge any credit card, nor process any order,  until and unless we receive the "signed" Order Confirmation back. Web site visitor's first contact with Gift Mugs: Customer's order received by GiftMugs on April 24, 2002 and confirmed that very day to the e-mail address supplied by customer. Customer's subsequent e-mail contact with GiftMugs: To Whom It May Concern: I placed an online order through your website approximately 1 month ago. The order was for 1 12-oz. mug, white, right-handed handle No: P0108 (Periodic Table of Elements with Mendeleyev paragraph, plain).  I think the price was somewhere in the neighborhood of $18.95.  I used the secure online form to complete my order, along with my MC information.  I have not yet received my order and need to know why.  The billing and shipping information is as below: XXXXXXXXXX I appreciate your prompt reply as this order is now a time-urgency matter. Please send your response to xxx.net.  Thank you.

- GiftMugs reply to this customer inquiry: In response to above, two new order confirmations where sent to this customer the very same day we received the inquiry: one as indicated in the order form itself, as submitted by customer;  and one as indicated in the body of the e-mail message received from this customer. Apparently the e-mail address of the original order form was/is not functioning. However the one in the e-mail body-text was a valid e-mail address.

- Customer's subsequent e-mail contact with GiftMugs: I am replying to this email to confirm my order for the giftmug listed below.  I would like to take this opportunity to inform you of how dissappointed I am in your company's performance and inability to process orders in a timely manner.  I placed this order over one month ago, which was ample time for my order to be processed and shipped out in preparation for the event in which it was needed.  Your email states that you did indeed receive my order but yet it was not processed.  This inadequecy is inacceptable.  The ONLY reason I am continuing to place my order with Giftmugs by Bitmark is because this mug was specifically requested as a gift by my little sister.  She graduates next Friday and because of YOUR UNEXCUSABLE oversight, her gift will be several weeks late.  I find this lack of responsibility on YOUR part to be very unprofessional and extremely poor business-like skills.  Rest assured after this order neither myself nor any of my friends or family will ever order anything from your company. Sincerely, xxx

- GiftMugs reply: Hello xxx: Thank you so much for your e-mail and objective observations. Just to set the record straight: You ordered on 04/24/2002 We confirmed your order to you in writing on: 04/24/2002 for the FIRST time -   yes, the very same day you ordered You return the signed order confirmation - after we had sent you a total of THREE copies - on 05/18/2002! Now who took the longest time just to return an e-mail? Based on these facts, you might want to re-read what we received from you today!

- Customer's subsequent e-mail contact with GiftMugs:

If you would like to set the record straight, confirmation #3 was the VERY FIRST confirmation letter I received from your company.  Period.  Who took the longest time just to return an email?  I'm not sure what business school you attended, but it certainly isn't any way to win over customers.  You should be hearing from the Better Business Bureau shortly.  Thank you for an adequate demonstration of my complaints.

GiftMugs reply: Further to your complaint, please permit us to state the following: As clearly spelled out in our web site, we can ONLY reply to the customer-supplied e-mail address that appears in the e-mail header - and NOT to the e-mail address given somewhere in the body of an e-mail message. You accepted this when placing your order. We had sent ALL our e-mails to this address - as supplied in the header by yourself, specifically as: XXX . XXX@att.net yet the e-mails you apparently received from us where all addressed to: XXXXXX@worldnet.att.net We let you be the judge!

Customer's subsequent e-mail contact with GiftMugs: "When filling out the customer order form did I not fill in 1) my email address, 2) my home and billing address, and 3) my phone number?  All these are valid and effective forms of communication that are required elements in your order form.  The AT&T server responds to BOTH @worldnet.att.net AND @att.net and can be contested by the continuous stream of mail I receive on a daily basis from both addresses.  Your prepubescent excuses and inability to accept admonishment are once again a sad reflection of your company's customer care policy.  Had you simply admitted the oversight and made an attempt to pacify my frustration (offer free S&H, offer to ship directly to the address of my choice free of charge), you might have salvaged some form of corporate dignity.  Your inability to present even the most rudimentary apology (whether or not you believe it was your fault) demonstrates the adolescent mindset of your company.  While these cordial emails are rudely entertaining at best, you just don't know when to quit and thus, the trench gets deeper and deeper. You most definitely have been judged"

Customer's e-mail to GiftMugs: Dear Giftmugs by Bitmark Inc.:   We were all very pleased with the giftmug and want you to know that the slide we sent you came out beautifully.   For our group, which is quite large at Harvard Medical School, we were hoping to find a place where we could have several hundred mugs done. We have decided, however, that we can not use you even though we were incredibly pleased with both the product and the price. The reason we will not use you is because we were informed that a credit card had a problem (not true it is used many times) and consequently we had to do a RUSH order which costs an additional $41.20. The RUSH order should not have been necessary particularly since we were in contact with you in time to have the ONE mug made up and sent in time for a small luncheon.   Thus while we were happy with the mug, and saw this as a trial run on whether we would follow up with several hundred mugs, we have decided to go elsewhere with our business.   Sincerely, Martha

- GiftMugs' Reply: Dear Martha E. Shenton, Ph.D. Thank you for your e-mail. We here at GiftMugs are very pleased to hear that you're happy with the quality of our sublimation, full-color, mug decoration which we created for you with the digital image file you had sent us. We're saddened, however, when reading your next paragraph where you indicate that you'll not consider us for any future gift mugs orders only because our bank did not accept the first credit card you submitted with your order. Please permit us to state that we have absolutely no influence, nor control, over whether a given credit card is accepted or not by the banking institution. They do not even tell us why they would not honor or authorize a given credit card. Hence, we're unable to inform you why your credit card was not accepted by the bank. Like any other commercial establishment, we cannot process any order once a credit card is not honored or authorized by the credit card processing agency. We submit any customer's credit card information for authorization only very shortly before we begin with the decorating process of any order. Should a given credit card not be honored or authorized, the entire gift mugs order is then taken out of our production process until and unless valid credit card information is submitted to us again in writing or other payment arrangements are made. Once this new payment arrangement is completed in writing and to the satisfaction of all parties, the mug order is then reintegrated again into our decorating process which can take up to 4-5 business days after receipt of all required information - which was also spelled out in the Order Confirmation that was sent to you and which you had accepted. Only once the completed mug order has been shipped will we actually charge any credit card for the agreed-upon amount. Again, we're very sorry to hear that you cannot consider us with respect to any possible future business and hope that you will re-consider your decision. Thank you. Very truly yours, giftmugs by Bitmark, Inc.

Upon placing an order with us which customer confirmed not only by e-mail but also with an authorizing and signed fax, the bank would not honor this customer's credit card. Hence we sent this message to this customer in Milwaukie, Oregon: We where informed by the credit card processor that the credit card information you submitted for your gift mugs order will not be honored by them. You can submit new credit card information over this secure on-line form: https://xxxxxxx.com or send it to us with an e-mail. In the meantime we have put your order on stand-by until a satisfactory solution is found. Thank you for your attention to this matter. With best regards, giftmugs by Bitmark, Inc And received this reply: At this point I am more than unimpressed with the customer service.  Please cancel my order – I will find a local company.

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