“I haven't needed to contact customer services but everything arrived quickly, packaged nicely and with very clear (but not condescending!) instructions.”
Many thanks for your feedback on Feefo. We are a very small company run by 2 mums and so appreciate any feedback we receive.
We have since been in email contact to try and resolve your concerns.
We are delighted that you thought our service was good but obviously really sorry that you thought that the product was poor.
We had an independent laboratory carry out a colour fastness test designed to assess the extent to which the colour of the ink fades on textiles. The test method used is BS EN ISO 105-C06:2010 using the 40°C multiple wash cycle option. The ink passed the test up to 50 washes. There will always be fading in the first few washes but if you wish to bear with us then I think you will find that the name is still there after 50 washes. It definitely works better on labels but should stay on clothing too for up to 50 washes.
We understand you are going to try stamping on the labels and will let us know how you get on.
We are terribly sorry that you had problems with your ink pen. We have sent you a replacement white ink pen which I believe has arrived already.
Best regards
Francesca
Many thanks for your feedback on Feefo. We are a very small company run by 2 mums and so appreciate any feedback we receive.
We hope you received our email that we sent 90 minutes after we received your feedback (10.01pm).
We had an independent laboratory carry out a colour fastness test designed to assess the extent to which the colour of the ink fades on textiles. The test method used is BS EN ISO 105-C06:2010 using the 40°C multiple wash cycle option. The ink passed the test up to 50 washes on most fabrics so I am surprised and disappointed to hear that it's faded in your case.
If you could kindly send me some photos of some stamped items then I can try and investigate this for you.
Do you use any stain remover in your wash?
In regards to our customer service I wonder if you could please let us know how we could improve? We pride ourselves on our high level of customer service so any feedback you could please give us would be most helpful.
Best regards
Francesca
Thanks for taking the time to provide us with such lovely feedback. We are 2 mums who run the business around our kids and so find feedback really useful.
In an attempt to keep costs down we don't offer a storage holder but this is something that I will raise with my colleague.
Best regards
Francesca
Many thanks for your feedback on Feefo.
We work really hard on our customer service and pride ourselves in this and so are really disappointed that you think our advert is misleading.
You should have received a pop up when you placed your order to remind you to add an ink pad.
We are having a new website built and I will suggest that the pop up is clearer, so thanks for pointing this out.
I understand that you feel that our product is expensive but the ink pad lasts 2-3 years (sometimes longer) and provides over 2000 impressions. So cost per stamp is 1p which many of our customers think is a reasonable cost and even cheaper than labels :)
I have offered a full refund but yet to hear back from you.
Best regards
Francesca
