Hi,
I appreciate your feedback and the time you have taken to share your concerns.
Upon thorough investigation, I can confirm that your order was placed on 10th January. Subsequently, on 11th January, we promptly notified you via email that, unfortunately, we were unable to fulfil your order due to the unavailability of the item. As a result, we issued a full refund for your order.
I sincerely apologise for any inconvenience or dissatisfaction this situation may have caused you. If you have any further enquires or require additional assistance, please feel free to reach out to us.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
Hi Stephen,
Appreciate your feedback.
Upon investigation, it was found that your order was unfortunately reported as out of stock, a circumstance we were not informed about until after forwarding the order to the supplier. Your order, placed on January 7th, prompted us to send you an email and process a refund on January 9th.
I sincerely apologise for any inconvenience or frustration this may have caused.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
Hi Margaret,
Thank you for sharing your feedback.
I sincerely apologise that you were dissatisfied with your order, particularly regarding the quality.
Upon investigation, it appears that the issue stemmed from the personalisation details entered during checkout, which were printed as entered. I regret any confusion or dissatisfaction caused by this and extend my apologies.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“Purchased a gift for my stepfathers 60th birthday at the beginning of January and still haven’t received the item!! I am not impressed with the waiting time. And had no correspondence regarding my item or anything either”
Hi Kirsty,
Thank you for your feedback.
Upon reviewing your order, I can confirm that this was placed on 2nd January 2024. As mentioned during the purchase, personalised orders require up to 5 days for processing and production, which in this case would be until 9th January 2024 Additionally, you had selected the 2-5 working day delivery option at checkout, the latest expected delivery date for your order was 16th January 2024.
If you did not receive your order by this date, please do contact me further at customerservices@thegiftexperience.co.uk, and I will be more than happy to investigate this for you.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“The Gift Experience I selected was marked on all the pages as available on offer.
The staff informed me it wasn’t on offer - sorry.
The event hasn’t happened yet so I can’t supply any further information”
Hi,
I appreciate your feedback.
After investigating, it appears that the product in question was not purchased at a promotional price; rather, it was bought at its full price. Unfortunately, I could not find any records of correspondence with our customer service team regarding this matter, making it challenging for me to provide specific advice.
I kindly request that you reach out to our customer service team via email, providing additional information. We are more than willing to assist you further.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“My order was cancelled a few days after order confirmation without any email advising me of this I just noticed the money had been returned to my acct. when I emailed to query this I was advised the gift set was out of stock and an apology for no one making me aware of this. Will probably not use again unfortunately.”
Hi Mia,
Thank you for sharing your feedback.
After looking into this matter, it appears that your order was placed on January 3rd. Our customer service team sent you an email on January 5th, prior to processing the refund, informing you that we were unable to fulfill your order due to the item being out of stock. I apologise if you did not receive this communication.
I have escalated this issue to our IT team for further investigation. I sincerely apologise for any inconvenience caused if you did not receive any correspondence regarding this matter.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“Purchased (or thought I had) for an elderly aunt's Christmas present.
Received confirmation email and money taken from account on 20th December. Unfortunately hamper never arrived, after several emails I eventually had a reply on 8th January stating that someone emailed me on 20th December to say this was out of stock and a refund would be given. I never received this email and to date no refund. Very poor customer service and I am now left wondering when my money will be refunded. As a pensioner myself, I cannot afford to be out of pocket for weeks at a time and surely the refund should have been sorted out as soon as they knew that they couldn't fulfil the order. I will certainly not be using this company again”
Hi Duncan,
Thank you for providing your feedback.
I apologise for any frustration you experienced. After investigating, I found that your order, placed on December 19th, was unfortunately confirmed as out of stock by the supplier within 24 hours. We promptly notified you via email, although I regret any oversight if you missed our communication.
Your refund has been processed immediately, and we inform customers that it may take up to 10 working days to reflect in their accounts. I apologize if this timeframe is inconvenient.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Ltd.
“I’m not particular happy with my purchase, it was a Xmas present was a jigsaw of family but it’s very flimsy and not even attached to the back bit, I had to give another present instead of this one, it’s not really worth the money I paid, can I send it back for a refund.”
Hi Nicola,
Thank you for sharing your feedback with us.
We sincerely apologise for any dissatisfaction with your recent purchase. As you are still within the original 28 days of purchase, I have emailed you a freepost return label. Upon receiving the item, we will process a full refund for you.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Ltd
“Although an issue with delivery occurred a swift response satisfied our order and in time for Xmas.
My recommendation would be that closer contact with their distributors and delivery suppliers would ease the customers experience.”
“Very disappointed in this purchase my order was cancelled because it wouldn't reach by Christmas I was told I was going to get a refund 10 days after and am still waiting for my refund.”
Hi Rushel,
Thank you for sharing your feedback.
I apologise that we could not fulfil your order as expected. Upon investigation, I note that we communicated a timeframe of 10 working days, with the expected completion date being January 10, 2024. If you do not receive your refund by this date, please feel free to contact us, and we will promptly investigate this matter for you.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
