“I bought a fiftieth birthday present on the 5th august. The screen blurb indicated that this would allow enough time for the gift to arrive at my recipients address for the 13th august.
It did not arrive until the 14th, a day late. The gift was excellent and ten out of ten for that but the staff need reeducating in customer service.
When I called to complain of the late delivery I was given a lecture in how their system works and that they use Royal Mail for delivery.What I wanted to hear was that they had failed me ,a customer. They should give you an option for a guaranteed date of arrival perhaps by courier as you are paying for it,but then what do I know when they won't listen.”
Thank you for your comments. I have looked into the matter and this is what I have found. You ordered on Saturday 5th (saturday) at 23:16, the Product is on a 3-4 working day despatch, so the order would have been processed on Monday 7th August, and would have been despatched on either 9th or 10th August, we state that Standard Delivery is 1 to 3 days so that means delivery could have been between the 10th (Earliest) and 14th Latest assuming Saturday delivery possible. So I think we delivered within the timescale stated. I apologise if you thought you were being lectured, but Customer Services would be just trying to explain timescale and delivery methods. We do listen to customers and we do offer Express Delivery where we can, but unfortunately not on this product. Again apologies if you felt that we were letting you down. Regards Customer Services Manager.
“Not very good quality. Placed order was sent a conformation email, then was sent a email the next day to say the transaction wasn't complete. Reorderd product as request in email. Phoned to confirm order was told there was 2 orders as the original order had been completed. Was told I would be able to resive a refund on original order on the 4th of August. After several phone calls and being fobed off still no refund. Very quick to take your hard eaned money but not very quick to refund even tho it was there mistake. Will not recommend or use again.”
“I have ordered a personalised wooden cheese platter which was delivered not in a size conform their website description. Besides, the printing and the wooden plate itself was of poor quality eg. splinters could be seen and felt all around the platter. Learned that that was a mistake and was asked to accept a 50 percent discount on the item. However, this was not acceptable to me as the gift was simply not presentable. A week has passed and I have yet to receive an answer from them for a full refund.”
“I ordered 2 items. The first arrived as promised. The 2nd was due to be delivered within 7-14 days. When I phoned up after 20, they told me that the people who sent this gift out were an external provider. So the customer service representative called them and told me they'd never had the e-mail request in the first place. She told me that they would then courier the package out the next day which they did. Shame it was over a week late!”
“I did not receive any confirmation other than the first order details when I booked it . No despatch information was sent. I enquired after three weeks and received a sarcastic reply saying it was despatched a couple of days after I ordered it and I had to wait on the post. I replied asking if it usually took 3 weeks to deliver. I was told that is was out of their control .”
Dear Angela, Not every Internet company has the software to send emails all the way through an order process, mainly due to costs. I sit in the same area as our Customer Services team and if I heard someone being sarcastic they would be dealt with accordingly. We like many other companies deal with Royal Mail and unfortunately parcels can get seriously delayed, we have no idea why, so our apologies that your item did not arrive within your expected timescale. Customer Services Manager
“The message on the mug that I ordered was nothing like that which I had asked for.Mug was delivered promptly and was not cheap so it would have been nice if a little more care had been taken in the printing of the message.”
Dear Sir, Firstly I am sorry that you were not satisfied with the mug. I have looked to see if you reported this to Customer Services, but I can see no emails from you or notes to say that you called. If you had reported it then we would have corrected the mistake. Also sorry you feel that the mug is expensive, £9.99 is a very good price bearing in mind there were several images on the mug. Again sorry you were unhappy Customer Services Manager
“THE RECEIVERS OF THE GIFT DID NOT KNOW WHO HAD SENT IT TO THEM. I have already suggested that the option of a gift card be included or some way of informing the receiver. I also had problems at time of booking and had to repeat the process several times.
Hope this feedback helps improve customer service.”
Hi, I have looked at your order and it is obvious you had problems. There is no Surname entered, if you were sending it to someone else not sure how you managed to complete the order as we have a seperate delivery address, which also incorpoates the ability to send a gift card, so I am not sure what happened or what you did. Apologies that this has happened this is not normal. Regards Customer Services.
“Took longer than expected to arrive. Did not get the most caring response felt like being told to shut up and wait. But finally arrived missing anniversary.
Happy Days!”
“I ordered an engraved photo frame from this company. The quality was extremely poor, the writing was a different font than advertised on the product description and when customer services were notified there response was poor and they were uninterested in my dissatisfaction. I won't be recommending this company to any others.”
“Ordered a gift for Father's Day that was delivered to the wrong address so after paying extra for next day delivery it was too late. The courier firm made no progress in tracking the parcel and failed to return my calls. The lady at the gift experience did her best to sort the problem but it took over a week and the supplier initially sent the wrong item. The gift itself I cannot fault.”
“Selection of gifts is good but ordered dated and personalised gifts which didn't arrive until after the date, despite the 3-5 day promise. Gift Experience didn't answer email follow up before the date and took no responsibility for the delayed delivery, blaming Royal Mail. Gifts are useless to me now but no refund offered.”
“I bought a glass box that was engraved in-house. The box was nice, but the engraving was poor. I returned the box and asked for a plain one, so that I could get it engraved locally. The box was £16 - plus postage (no reduction for it not being engraved) and then I paid another £14 to have it engraved - so it turned out very expensive.”
I am sorry to hear that you were unhappy with the engraving. We use Top of the range engraving machines and have thousands of happy customers who return again and again. Our engraving is free it is included in the price. Once again sorry you were not happy. Customer Services Manager
“I was very disappointed with my dealings with your company. I ordered 2 personalised items for Communion children on April 29th after reading your headline "Many items dispatched within 24hrs" however my items arrived May 12th! That's almost 2 weeks later and the Communion event was over, so no I definitely will not be recommending your company to anyone else !”
I am sorry that your items did not arrive in time. The items you ordered actually say despatched within 1 to 3 days of order. You ordered on 1st May and the item would then have been despatched at latest on the 4th. You live in Ireland and to be honest deliveries there can be a bit erratic for which we apologise but we have no control over the Royal Mail and Irish Postal Services. Kind Regards Customer Services Manager.
“I ordered two photo frames for mother's day and only one turned up but in fairness as soon as I made customer services aware the other item was delivered the following day.”
“After seeing the ad, for split-heart-shaped keyrings, I ordered the product in good time for a special event. The order arrived but the clasp on one keyring was defective and the chains did not match. One seemed a poorer quality than the other. Even the loops on the heart shapes were different. A replacement was supplied, too late for the event, but had been engraved incorrectly ( on the wrong side of one of the half-heart shapes) and so would not fit together, the font size on this set was so small it was almost unreadable and also were of the poorer quality chain and hearts. A second replacement has since been received - engraved on the correct sides so that they do fit together. The chains/hearts are still of an inferior quality to one of the originals and the font size is still so small in comparison to the originals. Overall, not a great experience. The company were great in supplying replacements but still did not meet the expectation of the original ad. I would have to think twice before ordering again from this company - sorry.”
“I ordered two items, one of which was not in stock. The amount for both items was taken and over 2 weeks on I am still waiting for a refund. Other item was sent and delivered in good time.”
“The item was ok when I finally arrived, but the service was very poor and stressful. I ordered a personalised christening teddy bear for a little boy and received a 1st birthday teddy bear personalised to a little girl . The company presumed that because the date of the christening( which was printed on the t-shirt), was a week away there was no rush to get the correct t-shirt to me. Three phone calls later it arrived with just days to spare. We had to hand deliver the gift to make sure that it arrived on time.”
Hi I have looked into this. You ordered on 22nd Feb, you notified us there was a mistake another T-shirt went out on the 28th you hadn't received that the following week so as a gesture of goodwill to make up for Royal Mail being slow we sent you another for gauranteed delivery for the Christening on The Saturday. I think we went the extra mile to make up for our initial make for which I apologise. Head of Customer Services
“When the product FINALLY arrived it was ok, but the service was poor. I ordered a christening teddy for a baby boy and ended up with à teddy whose t-shirt said happy birthday Beth. The cod to send the right t-shirt but it took 3 phone lls before it arrived. They presumed that the date of the christening was the date that I needed ir time to post the gift. We ended up having to drive round with the gift . and it néant that”
“The order was late being engraved by another company even though on the advert said the engraving was done in house. End product when finally received was good.”
