ultimatecustommousepads.com

A longer experience than expected, but a good one.

Ordered a large mouse mat before Xmas. After submitting the order I got a quick response within a couple hours. Once all the details were confirmed they advised the order was being sent to their printing center. It took a couple weeks, but I received it within the estimated window and the print is beautiful. Not only that, but the mouse tracking on it is good too. I'd seen some reviews of other custom mouse mat sites having nice prints but poor mouse tracking. Thankfully, that was not the case with UCMP. There was a problem though. During the ordering process I'd requested black stitching instead of the site's typical clear stitching. Which was accepted and confirmed by UCMP that I would receive. But as beautiful as the print was when it arrived, it arrived with clear stitching. Now I know some people are going to think, it's just stitching, it's not a big deal. And while I agree with that to a point, we are also talking about a big expensive mouse mat. If you're going to pay 50 quid for a mouse mat, you kind of expect to get what you order. Now I'm a firm believer that no business nor customer can always have a 100% perfect experience, every time, with every transaction. It's just not possible. Unintentional mistakes will happen from time to time. So it doesn't matter to me if an issue occurs in general. What matters to me more is how a company handles the issue once it is reported. And on that front, UCMP handled the issue perfectly. Once reported, they contacted me back within a couple days (I posted on a Friday, they responded the following Monday. Typical weekend delay, but not unreasonable.) and confirmed the issue after checking some details and immediately offered a reprint. Now honestly, it was just the stitching to be fair. So personally I probably would've accepted a partial refund if they had offered it as an alternative. Especially since it was by this point a couple days before Christmas, meaning the intended gift would miss the big day because it takes a couple weeks for these mouse mats to travel. But I was completely happy with the offer of a reprint with the correct stitching, so I accepted. In my opinion, this was a perfect response and handling of a reported issue. It was quick, respectful, and I wasn't forced to jump through a bunch of unreasonable hoops to resolve what was a simple issue. We missed the Xmas window, but it's not that big of a deal. They still got the gift in the end, even if they had to wait a few extra days. The replacement arrived in perfect condition with a beautiful print and with the correct stitching this time. Fair warning though, they seem to build up quit a bit of static in their travels. Both mats zapped me a little taking them out of the packaging on arrival.The product is great. The customer service and communication is great. I'm a happy customer and I will order from Ultimate Custom Mouse Pads again in the future.Placed original order on: November 28, 2023Original mouse mat arrived: December 15, 2023Replacement mouse mat received: January 6, 2024

Date of experience: Nov 28, 2023