Overview
What is SwagUp?
SwagUp in Piscataway aims to bring simplicity and quality to the world of branded swag. The solution provides swag packs for employee welcoming, client gifting, and event attendees. The service is paired with warehousing and fulfillment services.
In My Opinion, Avoid! I had Received Horrible Customer Service With an Account Manager who I Believe was Very Entitled.
First time SwagUp user!!
Best swag software out there
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Webinar Demo: Introducing Redeem by SwagUp
Product Details
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- Tech Details
What is SwagUp?
SwagUp Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Comparisons
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Reviews and Ratings
(7)Community Insights
- Business Problems Solved
- Recommendations
SwagUp is a versatile platform that offers a reliable and efficient solution for managing companywide swag initiatives. Users across different industries have found value in the various use cases provided by SwagUp. The platform simplifies the process of customizing, warehousing, and shipping branded merchandise, saving users time, space, and effort. It has been particularly beneficial for small fully remote companies that need to purchase, print, package, warehouse, and distribute swag and apparel. SwagUp's one-stop-shop approach streamlines the entire process from ordering to delivery.
One of the key use cases of SwagUp is its ability to simplify gift distribution. Users can easily send branded gifts to contractors, suppliers, and clients around the world, ensuring they arrive in good condition. For fully remote teams, SwagUp provides a seamless solution for managing employee data and distributing customized gifts. Companies have also utilized SwagUp for new product launches and coordinating full-team offsite events. The platform ensures timely delivery and hassle-free management of swag items.
SwagUp's service has garnered positive feedback from users who appreciate its affordability, quick turnaround time, and quality products. The platform's support team is responsive and helpful in addressing any questions or concerns. Users have also praised SwagUp's transparency in mockups and communication about the progress of their orders.
Overall, SwagUp offers a comprehensive solution for companies looking to enhance their brand presence, improve employee experience, and simplify the process of sending high-quality swag items to clients and partners.
Users have made several recommendations based on their experiences with SwagUp. Firstly, they suggest working with SwagUp's customer support team for assistance, as they have praised the excellent customer care provided by the team. Secondly, users recommend ordering well in advance to allow for mock-up changes and production time. This ensures that any necessary modifications can be made and that the products are delivered within the desired timeframe. Lastly, users suggest using SwagUp's customer service team to help select box contents. The team has been commended for their expertise in assisting customers with choosing the right items for their needs. Overall, users have had positive experiences with SwagUp's customer support and appreciate the ability to customize their orders with assistance from the company's knowledgeable staff.
Attribute Ratings
Reviews
(1-1 of 1)In My Opinion, Avoid! I had Received Horrible Customer Service With an Account Manager who I Believe was Very Entitled.
- They have a decent amount of material or "swag" to choose from.
- Communication
- Customer service
- Fulfillment of third-party orders
- Management of account managers
- Possibility of regularly sending out swag
- Negative- The process takes too long, comes with delays, and based on my experience, involved a lot of miscommunication.
- Negative- In my experience, I believe the account manager was rude and entitled.
- Negative- In my opinion, employees may say one thing, but their automated portal proceeds at a different rate, so I feel like there is constantly conflicting information for the customer.
Let's talk about this what I feel like is a completely unprofessional account manager first, because, in my opinion, this is the type of employee who causes companies to bleed revenue unless they are checked. The call was recorded, so whoever is in charge can feel free to review it for consistency. The purpose of my call was simple - to smooth out what I believe was a simple miscommunication. In my opinion, what should have been a simple process became stalled because the person who I feel like was an entitled account manager was more concerned with flexing his “client boundary” muscles than actually doing his job, which was taking care of the account. I believe that an account manager who gets upset and emotional because he didn’t receive a response to an email, and who can’t even disguise that fact on a zoom call, needs to fix it or work elsewhere. Because if he had this attitude with me, I feel like lord knows how many others of his accounts are receiving the same treatment. During my experience, here are a few statements I believe he made on the call: -I believe he talked about how my business was “not the type of clients SwagUp wants to work with”… -I believe he complained out how it was “unfair” it was to bring up their January 18th delay. -I believe he asked, “what sort of company we run” (because an email was missed - even though from my understanding from SwagUp, communication is encouraged mainly through their portal). -I believe he proceeded to talk about “how busy” he was and had other people to talk to, while he was on the call with me, a paying client. -I believe he also complained about third-party vendors and stated that they (SwagUp) don’t even want to have third-party materials sent to them (which to me, is confusing as a customer, because then why on earth do you even allow it through your product and service?) -I believe he denied that the company had anything to do with “fulfillment” and then proceeded to try to explain what sort of company SwagUp was. Nevermind that when our order was delayed the email literally started with (what I believe is a copy and pasted message) “You are receiving this message because we've been notified that your order is experiencing a longer than normal fulfillment timeline.” -During my experience, after what I feel like was him constantly implying that our company was incompetent because we missed an email, he proceeded to give what I felt like was a half-hearted “apology” and state that “he hopes we consider SwagUp in the future”. After all of this happened during my experience with them, I informed him that we would not based on what I felt like was his horrible customer service to me, and guess what Mr. Emotional Customer Service does? I believe he ended the call by saying, “Well, the feeling is mutual”.
With all of that personal customer service experience I had out of the way, here’s the context of our experience using SwagUp: We began the process with SwagUp on November 29th. Mockups were completed and approved on December 28th. In the meantime, we had originally wanted to add a third-party item to our order, so they linked us up with an account executive. Throughout the process, the account executive was adamant that we use the SwagUp dashboard to stay informed of the progress of our materials and order. In my opinion, based on my experience there with the account executive, the implication was that everything could be one on there (SwagUp dashboard). The problem, in my opinion, is (and now I know) that it can’t. On January 18th, our order was delayed. The message I believe we received was: “We know you and your recipients are looking forward to receiving your custom swag and understand the frustration of missing holiday expectations. We appreciate your patience, apologize for the inconvenience, and look forward to getting you your order as soon as possible.” No complaints on our part for that. On the 20th, our account manager reached out to ask about the third-party material we requested to be included. Unfortunately, on our part, due to a personnel change, the email thread was archived. Nevertheless, we were informed it was shipped to their warehouse. However, at this time on their online portal (SwagUp dashboard), where we were previously constantly encouraged to check for updates, there was nothing to see in my opinion. I couldn't find any new updates or any new information. As far as we knew at that point, our order was still delayed. Bear in mind that at this point in our experience, we had paid our invoice and were assuming that SwagUp still had logistics problems due to COVID and other factors mentioned in their email. On February 16th, I believe the account manager emailed to state that due to lack of responsiveness, they were going to go ahead and pack the packages without the third-party material we had requested. I believe we did not hear back from SwagUp till February 21st when were informed that our order was ready to ship.
This is when my customer service experience began, which was when the account manager was called and I believe his entire attitude was based around being upset that his emails were not responded to. In my experience, he kept repeating that under no circumstances would they place our requested material in the boxes - never mind that I didn’t even call about that. I never asked, but during our call, it seemed like to me that he got some sort of kick out of explaining how their process worked and why he would send the boxes back, which was information that I had no interest in hearing because I didn’t call about any of that. It seemed to me that he wasn't informed that SwagUp had delayed the process and that we received no feedback from their portal, which I feel like they heavily push. The craziest part, in my opinion, was that at the end of everything, he STILL redirected us to the portal to fill out everything else.
I recommend SwagUp to listen up. This company (SwagUp) *looks* good as a brand. I understand that logistics is tough. This could have been a good experience - even just using your portal, but, in my opinion, there are two issues: 1) Your third-party fulfillment is clunky and 2) Your account managers (the human element) need to be better managed and trained based on my experience. Just because they had a poor experience with one client, I hope they don't treat all other clients with the disdain and disrespect that I feel like I experienced during my time using SwagUp. In my experience, we still paid for our product on time and fulfilled every aspect of the complicated process, despite a delay, which we never complained about. Even though we requested it, our third-party order will not even be included when it's shipped out to our clients – and we still had no complaints either. But, in my opinion, what we won’t put up with or will actively share is an employee that I believe is emotional, condescending, and acts like he owns the company towards clients.