This is the second year in a row that Baudville has jeopardized our company’s awards ceremony due to poor communication, inaccurate information, and unresolved backorder issues. Unfortunately, this experience has moved us from what could have been a four- or five-star vendor to one we will never use again.
I placed an online order on January 14 for two different types of awards. At the time of ordering and approving proofs online, there was no indication that any of the items were backordered. On January 21, I called customer service to check the status and was told the awards were in production and on track to ship that week.
During that call, I asked whether one set of awards could be updated because I realized a name was incorrect. I fully acknowledged that I had approved the proof and accepted responsibility for the error. However, I simply asked whether production had started and if there was any flexibility. The representative became aggressive and rude, repeatedly stating that this was “my fault,” and told me one award had already been engraved and the rest could not be changed.
On January 28, I contacted customer service again and was told something completely different. A second representative confirmed that the awards I was told had already been engraved had not actually been engraved until this week and could have been corrected. I was also informed—for the first time—that the remaining 16 awards were on backorder until the end of February, information that directly contradicts what I was told the week prior.
I also learned that Baudville does not ship partial orders placed online—orders are held until all items are in stock. This is not clearly disclosed during the ordering process and is critical information when planning time-sensitive events. Additionally, I was told they were unsure whether part of the order could be canceled, even though the items will now arrive too late for our ceremony.
This is now the second consecutive year we have ordered from Baudville and only discovered backorder issues after proactively calling to check on our order. There is virtually no proactive communication unless you download a tracking app, which did not work for me since my order was placed with a work email.
Between the misinformation, lack of transparency, inability to provide clear answers, and the unacceptable tone from the first customer service representative, this experience reflects poorly on the company as a whole. Regardless of product quality, the operational and customer service failures make Baudville an unreliable partner for professional or time-sensitive events.
We will not be using Baudville again.
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