Big Star Branding

Hank Gibson

Big Star’s products were fine (I had them do hats for an event), but customer service was not satisfactory. My sales guy, Russell, was responsive enough during the process of creating the order, but I had specified to him that I would be picking up my order the morning of my event, which was in New Mexico. The day before, I received an email from Big Star’s shipping department that they had shipped my hats to my office and would arrive the next afternoon, which did not work since I was already going to be at my event in New Mexico. Russell did email to apologize, but that was the last communication I received from him. My wife had to then overnight the hats (for $324) to the event. I then emailed Russell to explain the situation and requested Big Star do something about the extra overnight shipping fee. No response. I emailed back a couple days later and still no response. I called a week later and left a voicemail for Russell and no call back. Two weeks later, after still receiving no response, I called the sales line again and spoke with Cathy, Russell’s boss. Cathy was familiar with the situation and told me she thought the emails were a joke because the overnight shipping fee was impossibly high (yep). So, she didn’t respond to my emails. She then proceeded to “educate” me on how much shipping overnight should cost and how she can ship overnight for $75 to New Mexico (likely from their corporate shipping account, which of course I don’t get those rates since I don’t ship much of anything ever). After my education, she said the best she could offer me was $75, which was somewhat insulting since that still puts me out $250 because of Big Star’s mess up. I asked for Big Star to comp some work polos, but she only offered to cover $75 and I didn’t want to give Big Star anymore business. The fact that Cathy thought my emails were a joke and never reached out, plus the fact that I was ignored, then “educated” on the finer points of shipping, and not being “served” after my order was completed and shipping messed up, led me to write this poor review. That was not good customer service and I will not be using Big Star any longer. As a small business owner myself, I recognize the fact that each and every customer should be treated like the company’s number 1 customer, and that simply did not happen.

Chantal Medina

Love working with Ann. She is just amazing. Always knows what colors to work with, has great recommendations and is always one step ahead of our orders. She is amazing.

Hispanic Contractors Assocation de San Antonio (HCA de SA)

The entire experience with Big Star Branding was top quality! Elaine Martinez and her team made our requests come to life. The ordering process is very streamlined and efficient - no confusing email streams! Keep up the great work Big Star!!

Nikko Delgado

Best place to get your marketing needs!! Gary is the bomb always on top of everything almost can read my mind.. top notch company ...