“I'll never use this website again or purchase from any sellers.
Ordered a precious present for my husbands special birthday, weeks ago.
I did not hear back for ages so was worried they'd somehow missed my order. When I finally did hear back, I had an estimated delivery date of almost 3 weeks since I placed the initial order. Of course, the item did not arrive. I contacted the seller to be given a lame apology and asking to confirm my address when they clearly already have it on the system- just an excuse to waste more of my time-
I thought I could trust sites like this but clearly not.
So thanks for giving me a rubbish first impression. I'll be advising everyone I know to steer clear!”
“I just feel a bit dissatisfied after using the website/company and whilst i cant complain that ive received terrible service (as of yet) im genuinely dissatisfied by the outcome of 2 of the 3 items i had ordered (im waiting for item 3 to arrive - so cant comment on that). I guess it's more of a whinge then a complaint.
I just think the website is a bit rubbish and the way to go about making a complaint is also a bit rubbish. I think some of the asking prices on there are honestly quite expensive. Item 1 I purchased was a box of chocolates but honestly I don't feel like the box generally screams 'bespoke' to me now ive received it, I also think it's smaller than I expected and I do think i paid over the odds for it.
As for item 2, the order was accepted and I was told that this would be arriving with me in a few days, only to find out that the order was cancelled (more than a few days later) because I received a refund from PayPal. Only then to be followed up with an email a few hours later informing me it had been cancelled. The item I purchased, I purchased because it looked to me as if it was a promotion of some sort.
This was really inconvenient as the order was a birthday gift and it was one I had intended to be as a sentimental gift. I then had to find something similar at the eleventh hour which caused me a great deal of distress. (I didn't complain though and moved on).
This email of cancellation was then followed up by another email (unprovoked) containing a message from the seller which I thought was a bit rude/passive aggressive in tone and was essentially blaming me for purchasing the item at the price that THEY HAD INCORRECTLY listed on the and therefore that's why they cancelled my order. Followed up by a message bleating on about how they're a small business and can't afford to take the 'hit'.
Like it's fine, they couldve just said it was an incorrect listing and I would've been fine with that. We all make mistakes, I wouldve moved on. I just didn't appreciate the message.
I think the cherry on top was the ending of the message saying 'the listing has now been updated should you wish to purchase again'. Sorry. No thanks. Thanks for the refund though (I guess).
I believe that item 3 is on its way soon but I do feel this is taking longer than I expected to arrive.
I'm venting on here because I just feel a bit annoyed by it all. There's no way of making a complaint on the website, apart from contacting the seller which I don't really want to do. I dont want to waste my time communicating with passive aggressive messages that will lead to no resolution.”
“Absolute disgraceful quality, item broken, packaging rubbish I have just wasted £50 on an item which I probably will not get back as customer service is NIL>”
“I ordered a personalised Christmas card for my grandchildren on 2/12/21, when it hadn’t arrived by 15/12/21 I contacted Not on the High Street and received an email saying it I would receive it by 17/12/21 ,I am still waiting ! I have tried contacting the seller but to no avail. Today I sent an email to Not on the High Street but the automated reply said it would take up to 3 days for my message to be dealt with. I am extremely unhappy with the service ,or should I say lack of it. All I want to know is where my order is and I’m finding it impossible to speak to anybody about it. It is now too late to post this card in time for Christmas!
Very disappointed!!!!!”
“**Is this a scam website?**
Ordered a Christmas present on 8th December. Was informed that it was on its way 9th December. Today is 21st December and it has still not arrived. It appears to be impossible to contact any one at the company:
- Conveniently, their phone lines are down and not working
- Complaints page on website does not exist
- No clear process to deal with a scenario like this
- Sent emails but had no response
A complete waste of my time trying to contact them and I am now missing a Christmas present.
Very disappointing experience.”
“Really disappointed with the products received from one of the partners (Dibor) on not on the high street, and the whole process if you have a problem. You can’t communicate with the seller direct. I think this is a cop out as you get passed from pillar to post without any real answers. This puts me off using not on the high street again. Be mindful when ordering 👎🏻”
“This company has the greatest stuff, but the WORST customer service. I have been burned before and keep forgetting and coming back, but this time was too much. I was online shopping after receiving a 15% voucher code via e-mail. I saw the same code online (no expiry time listed). I then spent over an hour browsing their (admittedly beautiful stuff) only to check out and find the code not working. When I called, they said the code had expired - 2 minutes before I checked out! After being on the site for over an hour! "Nothing they could do", apparently - but having run my own website for years, I know companies can always honour a discount. They have become greedy, soul-sucking corporates now, who don't care about their customers of 15 years so I won't be shopping here again.”
“My order has not turned up and emailed not on the high street -all you receive is automated message sorry once it is returned to us as delivered to wrong address ? which may be in a couple of weeks will send to you assuming will not receive AVOID”
“Item arrived and was nothing like the pictures advertised. Seller refused to refund and not on the high street were zero help. Terrible customer service from both the seller and noths.”
“Bought age 9 children's interactive glow Tshirt. My grandson loves it. I said "you should keep it for festivals and camping nights". He said "I want to take it to gym class this week to show everyone"
Clearly it's a winner!”
“I ordered & paid for a personalised Cheese Knife as described on the website. The image on Not on the High Street website showed a fish knife, but in the description said as items were vintage they would be different ie. I would expect a Cheese knife.
Surely this is against trading standards, especially as Vintage Candy Chesham agreed that the item I received was a Fish knife, but they call them Cheese knives!
Comment from Vintage Candy:
“ They may have been used as fish knives in the past but these are the knives we have always used for our personalised cheese knives.”
Sorry but that does not make sense to me”
“Very happy with the goods, but very dissatisfied with the fact that the purchase had a label with the price of £30 on it but I was charged £40. Would look twice at purchasing on this site again.”
“Orders on the 7th should of got it on the 10 but nothing even lost a days pay waiting for it to arrive. Very poor customer service and demand a refund as no longer need item as never turned up. AVOID”
“Unable to make contact with Not on The High Street regarding a damaged item revived and I have spent hours trying. In my view do not purchase from this company. I will not. Not even able to make contact with a telephone number they provided. Just terrible”
