What to Look for When Choosing a Promotional Products Company

Choosing a promotional products company feels like gambling. The website looks professional. Prices seem reasonable. They're saying all the right things. But will they actually deliver? Or will you end up with the wrong items, two days late, print quality that'd embarrass a photocopier from 1985?

We've watched this play out thousands of times. After sixteen years collecting reviews and tracking who delivers versus who disappoints, patterns emerge. There are things reliable suppliers consistently do. And there are warning signs that almost always mean trouble.

Good Signs

None of these guarantee a perfect experience. But they're signs of suppliers who tend to deliver.

They've been around a while

A company that's survived ten or fifteen years knows how to keep customers happy enough to stay in business. They've dealt with supply chain disasters, difficult orders, economic downturns, a global pandemic. They're still here. That takes more than luck.

New suppliers can be fine too - sometimes better, because they're hungry and trying to build a reputation. Just be aware you're taking on more risk with an unproven operator. Maybe test them with a smaller order first before committing to something bigger.

Real customer reviews

Look for reviews with specifics. Product types, quantities, what went well, what didn't, how problems were handled. Generic five-star reviews that could apply to anyone ("Great service! Highly recommend!") are useless. They might not even be real.

A few negative reviews don't matter much. Nobody keeps everyone happy - some customers are difficult, some jobs go wrong despite best efforts. What matters is patterns. If five different reviews mention late delivery, that's not bad luck - that's how they operate.

Pay attention to how they respond to criticism too. Defensive and dismissive? That tells you something about how they handle problems. Acknowledging the issue and explaining what they did about it? That's actually reassuring.

Our supplier directory has verified reviews for this reason - real feedback from real customers who actually placed orders.

They respond quickly and properly

How they handle your first enquiry tells you how they'll handle your order. Response within a business day? Good. Three days to get a template reply that doesn't answer your questions? That's a preview of what customer service will look like when something goes wrong.

Did they actually read your email? Answer your specific questions? Or just send a generic response that could have gone to anyone? People who can't be bothered engaging properly before they have your money definitely won't afterwards.

They'll send samples without hassle

Good suppliers understand you want to see and touch something before ordering 500 of them. Many offer free samples or charge a small fee that's credited to your order if you proceed. Some have showrooms you can visit.

Reluctance to provide samples is a red flag. Either they're not confident in what they're selling, or they can't be bothered with proper sales processes. Neither bodes well for the ordering experience.

Clear, detailed quotes

You should be able to look at a quote and know exactly what you'll pay. Unit costs, setup fees, artwork, delivery, GST - all itemised. No surprises later.

Vague quotes with "additional charges may apply" or "subject to final artwork"? Problem waiting to happen. Either disorganised or setting you up for surprises. Ask them to clarify anything unclear before you commit.

They ask questions

A supplier who asks about your event date, intended use, artwork specs, target audience - that's someone thinking about how to do a good job, not just process a transaction.

What's the deadline? How many colours in your logo? What file format is your artwork in? Where are you located for delivery? Good questions indicate they're thinking ahead about potential issues.

A supplier who takes your order without asking anything might be experienced enough to make good assumptions. Or might not be paying attention. Hard to tell until something goes wrong.

Physical address

Real office or warehouse address - not just a PO Box. Shows they've put some money into the business. Means they're probably still going to be there next month, and next year.

Online-only businesses can be fine, but verify legitimacy through other means if there's no physical address. Check the ABN. Look for independent reviews. Make sure they're actually who they say they are.

Warning Signs

These don't always mean disaster. But they should make you careful. The more you spot, the more cautious you should be.

Too-good prices

Industry is competitive. Margins are slim. If one supplier is dramatically cheaper than everyone else, there's a reason. Lower quality products. Hidden fees. Corners cut somewhere you won't notice until it's too late.

Shop around, sure. But if someone's quoting half what three other suppliers quoted, be suspicious rather than excited. Ask yourself what they're doing differently that allows that price. Sometimes there's a legitimate answer (they specialise in that product, they have old stock to clear). Often there isn't.

Pressure tactics

"This price is only valid until Friday." "Limited stock." "Special offer ends today." "Order now or miss out."

Sometimes there are real time pressures - stock genuinely is limited, prices genuinely are going up. More often it's just a sales tactic to stop you shopping around or thinking too carefully.

A supplier who pressures you to commit before you're ready is not putting your interests first. Take the time you need. If they can't handle that, find someone else.

No ABN or company details

Every legitimate Australian business has an ABN. Reputable suppliers display it on their website and invoices. Can't find basic registration details? That's a problem.

Could be unregistered, could be fly-by-night, could just be unprofessional. None of those are good. Takes thirty seconds to check an ABN on the Australian Business Register - worth doing before you hand over money.

Communication problems

Slow responses. Unanswered questions. Different answers from different staff. Emails going into a void. Having to chase them for information.

If communication is a struggle before you've spent any money, imagine what happens when there's an actual problem with your order. These patterns don't improve after you've paid.

Won't show samples

Mentioned this already but it's worth repeating. If they're reluctant to let you see samples, or make excuses, or drag their feet, treat it as a warning.

Common excuse: "Our products are the same as everyone else's." That's exactly the point. You want to verify that claim. A $3 mug from one supplier is not necessarily the same as a $3 mug from another.

Website problems

Broken links. Outdated information. No secure checkout. Prices that don't match quotes. Products listed as available that turn out not to be.

If they can't keep a website running properly, what does that say about their order management and attention to detail?

Flip side: a slick website doesn't guarantee quality either. Some dodgy operators spend big on marketing while cutting corners on delivery. But obvious website problems are a concern.

Full payment before approval

Standard practice is 50% deposit before production, balance before or on delivery. Some suppliers want 100% upfront for new customers, which is understandable for smaller orders.

But requiring full payment before you've seen or approved anything - especially before artwork proofs - is unusual. If someone wants all your money before you've seen what you're getting, ask yourself why.

The Practical Checklist

Here's a condensed version you can use when evaluating suppliers:

Trust Your Gut

Beyond all the specific criteria: if something feels off, pay attention. Can't quite articulate what's wrong? That's still information worth considering.

The best supplier relationships are ones where both sides communicate well and work together when problems come up. You can often sense early whether that's going to be possible - whether they're treating you as a person to help or just another transaction to process.

If every interaction feels like hard work, or you feel like you're being treated as an inconvenience, those impressions usually prove accurate over the course of an order.

Using This Checklist

No supplier will tick every box perfectly. That's fine. The goal isn't perfection - it's to spot serious concerns and make informed trade-offs.

A supplier with great reviews but slow response times might be fine if you're not in a rush. A newer company with limited track record but excellent communication might be worth the risk on a smaller order. An established supplier who's more expensive might be worth the premium for peace of mind on a critical project.

Use these criteria as a framework, not a rigid scorecard. What matters is finding someone who works for your specific situation and needs.

Our supplier directory exists to shortcut some of this research - verification status, customer ratings, actual reviews from people who've worked with them. But the final decision is always yours to make based on what matters most for your particular order.