I rarely write negative reviews, but I hope this feedback helps the company improve and saves others from the experience we had. Their website's ordering system wasn’t working, so I had to contact them directly to place an order. We ordered our branded masks and paid in full via email. I only received updates when I proactively asked for them — no clear communication otherwise. On the scheduled delivery day, I had to ask what time to expect the delivery — only then was I told their printer’s machine had broken, so nothing had been printed. I was promised updates, but heard nothing. Until chasing again, I was told they couldn’t print the order and asked what I wanted them to do. I suggested they find an alternative printer. That cost us several more days of delay. When they finally found someone, they wanted to charge an extra £30, despite the fact they missed the original deadline. The proof took a week to arrive — by that point, our two-week event had already started. I explained the urgency and asked for next-day delivery. They couldn’t confirm when it would arrive. Throughout this process, I raised concerns with various people in their business, including the founder. No one seemed to take ownership or offer solutions. In the end, we asked for a refund, we didn’t get the masks for our event, and we were left feeling ignored and frustrated. My advice to Big Bear Promo: If you can’t deliver, don’t offer. If something goes wrong, communicate. We could have worked around this if the business had been upfront and responsive.