Crestline Promotional Products: most-reported complaints
Automated analysis of 288 public Trustpilot reviews published 2024-07-26 to 2026-09-20. TrustScore 4.8 from 5,826 total reviews — see the Trustpilot page. Quick answer: is Crestline Promotional Products legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, late deliveries, failed deliveries, and items not matching their description. Out of 288 reviews analyzed, 51 complaints were identified, with faulty products accounting for 26% of these reports. Late and failed deliveries each represented 20% of the complaints, as did items that were not as described. The trend for faulty products and late deliveries remains flat, while reports of failed deliveries and items not as described are falling.
How to reach Crestline Promotional Products
These are the contact details Crestline Promotional Products publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 866.488.4975, email [email protected], address 70 Mount Hope Avenue, Lewiston, 04240, US.
The company claimed its Trustpilot profile on 2018-02-23, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-21. Trustpilot ranks it 17 of 38 in Promotional Item Store. We last checked this profile on 2026-09-24 and found 8 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.9★ on Google (206 reviews)
TrustScore over time
4.8 → 4.8 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (100%, 0.6d) · 2026-08-24 (92%, 0.6d) · 2026-08-27 (100%, 0.5d) · 2026-08-30 (100%, 0.5d) · 2026-09-02 (100%, 0.5d) · 2026-09-08 (100%, 0.5d) · 2026-09-11 (100%, 0.5d) · 2026-09-14 (100%, 0.5d) · 2026-09-17 (100%, 0.5d) · 2026-09-20 (93%, 0.5d) · 2026-09-24 (100%, 0.6d).
Severity: 8% of this company’s 51 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 18.7 days between the experience and publishing their negative review (111 reviews record both dates).
What their policy promises
refund window: upon material defect
“Crestline will issue you a refund.”
refund window: no returns except for material defects
“we cannot accept any returns, outside of material defects, on products once printed with your design.”
refund window: 12 months
“Crestline offers up to $20 in product samples (including the cost of products and shipping) within twelve months free of charge as a service to our customers.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-16.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-08: +1/-1 lines; added: Collections Summer Tie Dye Tourism Tribal Nations Webcam Covers Winter Wireless Chargers Wireless Headphones Yard Signs Author Swag Autism Awareness Aviation Big Tall Plus T-Shirts Boxes & Packaging Brewery Merchandise Car Dealerships Casinos Cinco de Mayo Concert & Band Merch Construction Crystal A; removed: Collections Summer Tie Dye Tourism Tribal Nations Webcam Covers Winter Wireless Chargers Wireless Headphones Yard Signs Author Swag Autism Awareness Aviation Big Tall Plus T-Shirts Boxes & Packaging Brewery Merchandise Car Dealerships Casinos Cinco de Mayo Concert & Band Merch Construction Crystal A (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 285 negative reviews that received a public reply, the median wait was 0.4 days — the company profile reports an average of under a day.
Reply quality: of 285 company replies to negative reviews analysed, 68% engaged with the specific problem and 28% were generic templates.
61% of its 233 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 26% of this company’s complaints vs a 26% median across 186 ranked companies in its sector.
Review velocity: 529 of this company’s 5,826 Trustpilot reviews (9%) were written in the last 12 months.
What are the most common complaints about Crestline Promotional Products?
Faulty product
13 reports · 26% of complaintssteady“buttons were poorly assembled — many were falling apart right out of the box”
The company replied on 2025-11-06: “Good morning, Thank you for taking the time to share this detailed feedback. I’m very sorry to hear about the delays and quality issues you experienced, as well as the difficulty in reaching someone…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I receive a box of ink pens that had burst and half the pens had spilled out.”
The company replied on 2026-09-21: “Good morning, Thank you for taking the time to share your feedback. We’re sorry to hear about the damaged pens and the concerns with the imprint on your key chains. We’ve shared your comments with…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“The print job peeled on 5 golf towels, the area around the rings were dirty on many towels”
The company replied on 2026-08-10: “Good morning, Thank you for bringing this to our attention. We’re sorry to hear about the issues with the golf towels, including the peeling print, dirt around the rings, and printing that was not…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Delivery late
10 reports · 20% of complaintssteady“the order had never been processed. No explanation other than "we don't know why"”
The company replied on 2026-05-04: “Good afternoon Nicole, Thank you for bringing this to our attention, we sincerely apologize for the delay in processing your order. This is not the level of service we strive to provide, and we…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I wasn't very happy that they took a whole month to get here!”
The company replied on 2026-01-12: “Good morning Gelene, Thank you for sharing your feedback. I’m very sorry for the longer-than-expected turnaround time around the December holidays and understand how frustrating that can be, even…”
Our classifier read this reply as a substantive response.
“10% of my order came broken and the replacements came late”
The company replied on 2025-06-13: “Good morning Graham, Thank you for your honest feedback. While I’m glad to hear our customer service team took good care of you, I’m truly sorry a few of the cups arrived dented and that the…”
Our classifier read this reply as a substantive response.
Delivery failed
10 reports · 20% of complaintsfalling“buttons were poorly assembled — many were falling apart right out of the box”
The company replied on 2025-11-06: “Good morning, Thank you for taking the time to share this detailed feedback. I’m very sorry to hear about the delays and quality issues you experienced, as well as the difficulty in reaching someone…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“There was no follow up from any of your staff”
The company replied on 2024-12-10: “Good morning, Thank you for sharing your experience, and I sincerely apologize for the lack of follow-up regarding your issue. I'm sorry to hear that part of your order was stolen after delivery. I…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I orded a jacket about eight weeks ago and I have not gotten it yet”
The company replied on 2024-12-05: “Hi Elza, First, I want to apologize for the delay in your order. We received your order four weeks ago on 11/4/2024. This is our busiest time of year and apparel items are in very high demand during…”
Our classifier read this reply as a substantive response.
Not as described
10 reports · 20% of complaintsfalling“The logo and contact information are not printed clearly and appear blurry”
The company replied on 2026-06-23: “Good afternoon Juliana, Thank you for sharing your feedback. We’re sorry to hear that the print quality of your notepads did not meet your expectations and that the final product did not accurately…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“When received our logo was as big as a pencil eraser”
The company replied on 2025-11-17: “Good afternoon, Thank you for taking the time to share this feedback. I’m very sorry that the replacement nail files were sent without a proof and that the logo size did not meet your expectations. I…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“The picture on the website showed color logos. Then when arrived it was WAY too large and the wrong color”
The company replied on 2025-10-28: “Good afternoon, I’m very sorry to hear that the logo on your order did not meet your expectations and you were unhappy with the apparel items received. Since this order was placed through a corporate…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Other
6 reports · 12% of complaintsrising since 2026-01“Order is STILL pending. I've had no updates.”
The company replied on 2026-05-04: “Good afternoon, Thank you for your feedback, and I’m sorry for any confusion around your order status. I wanted to clarify that your order is no longer pending—it was successfully released to…”
Our classifier read this reply as a substantive response.
“An email fest that ended in disappointment”
The company replied on 2026-01-05: “Good morning Dale, Thank you for taking the time to share your feedback. While we regret that 1 of your 122 items arrived damaged, we promptly issued a credit for that product upon notification.…”
Our classifier read this reply as a substantive response.
It promised: refund.
“Nice product too cumbersome a process”
The company replied on 2025-10-20: “Good morning Jesse, Thank you for your feedback. We wanted to make sure your government agencies logo looked absolutely perfect on the shot glasses, and we’re sorry to hear you felt the process was…”
Our classifier read this reply as a template response.
Support unhelpful
6 reports · 12% of complaintsfalling“There was no follow up from any of your staff”
The company replied on 2024-12-10: “Good morning, Thank you for sharing your experience, and I sincerely apologize for the lack of follow-up regarding your issue. I'm sorry to hear that part of your order was stolen after delivery. I…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“It took almost a month to get a proof because somebody input my email incorrectly.”
The company replied on 2026-04-20: “Good afternoon Geoff, Thank you for bringing this to our attention, and I sincerely apologize for the delay you experienced due to the email entry error. I do see that a proof was sent back on March…”
Our classifier read this reply as a substantive response.
“initial estimate was nearly doubled by the end of the transaction”
The company replied on 2025-07-14: “Good morning, Thank you for your feedback. I’m sorry to hear about the slow response and unexpected pricing change. We’ll review the situation internally to better understand what went wrong and…”
Our classifier read this reply as a template response.
Compare Crestline Promotional Products with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-21.