Totally Promotional Company advertised "Free" item promotion, then switched promo and will not include free item - also charged for shipping that was supposed to be free and delivered it over 2 weeks late Ohio Coldwater

Terribly unprofessional company.  Placed our 1st order with this company on May 30th for a custom table cover.  Provided artwork in one of their approved formats, selected standard, 5 day turnaround, free delivery, entered coupon codes for a free banner (as posted on the landing page from a google search) and one for a 15% (for “extra savings” as posted on a page moving through check out), and opted to pay for the product upon receiving a proof.   On June 4th, I got an email from the rep that our logo was not in the correct format but they would rebuild it for a fee.  I provided them with another file type, but in double checking after I realized they are dishonest, the first logo I sent was in fact the correct resolution and file format per their specifications.  It seems to me that was an attempt to tack on fees.    After working with their rep to get the design displayed on the table cover correctly, (I had to make corrections to the proof multiple times because the rep failed to follow instructions which delayed shipment) we received the table cover late, despite notating that we had an event deadline (per Totally Promotional’s instructions) of June 21.    The shipment did not include the free banner and we were charged a shipping fee.

I reached out to the account rep and informed her that we received the table cover and it looked great but we did not receive the banner.   I did not mention the shipping error as the event had passed, we could live with it.    Her response was curt as she told me there was nothing that could be done; the order was closed.  My response asked for a supervisor to call me.     She sent back a link to a complaint form for me to fill out.  I received an email regarding the form and was told that if I wanted the banner, I would have to pay and additional 15%, that only the 15% off coupon had been applied to my account.    I explained that must have been a rep error, the only reason we chose the company was because of the free banner offer.   I again asked for a phone number and/or to be contacted by a supervisor and was ignored and told that only one coupon code could be applied, tho the site took both when I was placing the order and, it was not Totally Promotional’s place to choose which coupon our company wanted to use.  I had also specified upon design submission that our web address was to be used on the table cover only – not the banner.   I was told again that we were out of luck and I asked to be contacted by a supervisor by phone again and was ignored.    At this point, I emailed and asked for the shipping refund and was told we aren’t getting it because shipping isn’t guaranteed.    I’m not asking for the shipping fee back because delivery is late, I’m asking for it to be refunded because we were not supposed to be charged.

Additionally, after reading the complaints of other consumers describing recent and similar interactions with this company, I conducted an audit of their conducting an audit of their site and found them to be in violation of many advertising laws including: Bait-and-switch tactics , as we experienced, using the “Free” advertisements without specifically including the terms directly in the ad and when it doesn’t really mean “free,” and deceptive pricing as many of their items are constantly “on-sale” with the same percentage mark down – a clear FTC violation.