Share Your Thoughts!

Hey everyone, this is Philippe from Florida Custom Merch. I want to share a quick story—something that recently happened with one of our clients. It was the first time we ran into a situation like this, and it really highlighted the difference between working with a big, faceless company versus a committed partner.

Our client had ordered branded cutting boards for an event in Boston. We shipped four boxes. Three arrived. One didn’t.

What made it worse? We didn’t get any alerts from UPS—no notice that the fourth box was delayed or lost. When we realized something was off and contacted UPS (not an easy task), we were met with a frustrating maze of automated menus. It took real effort just to speak to someone.

When we finally did, we learned the box was sitting in a facility just 40 minutes from our client’s location—but we couldn’t pick it up, and they wouldn’t deliver it. Their response? “We’re sorry. File a claim.”

Filing a claim doesn’t solve anything when your client needs those products now.

So, we got to work. We reached out to our client, came up with alternative solutions, and filled in the missing pieces. It wasn’t what we had planned, but we made it right. We also refunded what was missing. The client was taken care of because we took ownership.

Here’s why I’m telling you this.

When something goes wrong, who’s in your corner? If you order from a company where you talk to someone different every time, or where no one really knows your business, you're out of luck when problems arise. There’s no one personally invested in fixing things.

UPS is a massive operation. And when it works, great. But when something falls through the cracks, there’s no one there to take responsibility.

That’s not how we work. When you call Florida Custom Merch, you’re not dialing a call center. You're talking to someone who knows your name, your goals, and your deadlines. Someone who cares that your shipment gets there on time and will move fast to fix it if it doesn’t.

It’s not just about the product. It’s about peace of mind. Knowing you’ve got someone watching your back lets you focus on your business—not on tracking packages or chasing down service.

One more thing—be careful going the DIY route online. Saving a few bucks often means sacrificing quality or reliability. When the product arrives and it’s not what you expected, who’s there to help?

That’s why we added a “Ask the Expert” button on our website—because we want to hear from you. We want to make sure you get the right item, at the right time, with the right impact.

Thanks for listening—and if you’re looking for a real partner for your custom branded merchandise, we’re here to help.

Thank you for listening to the podcast! We'd love to hear your thoughts. Send us a message and if you requested a response, we will respond within one hour during business hours. Wishing you great success!

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Florida Custom Merch specializes in helping businesses grow through high-quality custom branded merchandise. They provide a wide range of promotional products tailored to clients' needs, including apparel, drinkware, bags, desk items, and unique giveaways for events, trade shows, and marketing campaigns. With end-column pricing, rush services, free samples, and a focus on industry-specific solutions, Florida Custom Merch ensures an easy and reliable order process. Their goal is to deliver standout items that enhance brand visibility and make a lasting impact.