“What i thought would be a lovely gift for my partner turned up looking a bit cheap, which i could of lived with, but after a week on the Christmas one side of the personalised message feel of”
“I bought a personalised Christmas bauble for my husband and I feel that it is poor quality. The personalised elements are stuck onto the decoration and when they arrived, neither front or back elements had adhesed correctly. The front 'Daddy' portion continued to fall off and I've had to glue it myself. I had expected the wording to be printed onto the bauble, similar to another I have. Had I known it was stuck on metal discs, I would not have bought it.”
“Ordered 2 personalised mugs.. the first time I tried to complete the payment order the website said my checkout session expired so I did it again.. i ended up being charged twice and was not even notified the first time the payment was confirmed i recieved my order twice.. that being 4 mugs.. they charged me 40 flipping pounds for that and i couldnt even get a refund.. it was their website fault and not mine. Never buying from here again.”
Dear Jeremy, I have looked into your problem and there are no notes on our system. You say you ordered again and it suggests you ordered straight after the problem. Well I have looked at the two orders and they are three days apart, so I can't understand why you are saying it is our fault why did you order three days later and why didn't you contact customer services after the first order which you thought went wrong. I am sorry you feel upset but if you had contacted us immediately we could have sorted this out.
“Well what can I say I paid extra money for next day delivery only to find that they had sent me someone else's wording on my mum and dads 40thwedding anniversary clock and nothing they could do about it over the weekend I eventually received in the following Tuesday only 3 days late very poor service wouldn't use again”
“The product itself was fine but delivery was appalling. As it was an anniversary gift, obviuosly timing of delivery was important. I was not given the choice of next day delivery but the web site said it would be despatched within 3 days which it was. It did not however warn you how long standard delivery might take and it took nearly 2weeks! well over the anniversary date. Never again.”
Dear Frances, I am really sorry you are so disappointed with the Delivery. Next Day delivery is not an option with the product you ordered as it is just not possible to get it made and despatched within the same day. Just above the the postage in the Basket Page there is a Postage and Packaging Icon, if you click on that it details all the options. Standard is estimated by Royal Mail to take 1 - 3 days, but they will not gaurantee that. I appreciate that it sounds like delivery was longer than the six days max we would quote and for that I can only apologise. Kind Regards Customer Services Manager
“Firstly, I paid for first class and it took two days to arrive.
Secondly I paid an extra £4 for gift wrapping and the when it arrived, I was furious! It was a cheap wrapping paper and the silver tansels used was terrible!! I was recommended by a friend and when I showed her the picture of it - she couldn't believe it either!”
Firstly I am sorry that you are disappointed with the Gift Wrap but with regards to First Class Delivery Royal Mail do not gaurantee next day delivery their website quotes " We aim to deliver within 1-2 days" Only a Next Day service will get it delivered within one day. Again I am sorry you are disappointed with the Service. Regards Customer Services Manager
“I bought a bespoke bookmark for a 21st birthday present. Despite the assert action that most things are despatched within 24 hours or so it took over a week to arrive. In the meantime I ordered another similar bookmark from another company for less than half the cost which arrived at lightning speed. Disappointed with this company, won't use again.”
Dear Angela, I am sorry to hear that you are disappointed with our service. I am very surprised that it took so long to deliver. Items are despatched with 24 hours, after that it is in the hands of Royal Mail. You ordered 1st Class which is normally delivered within 1 to 2 days as Royal Mail state. A little surprised it took that long. Did you ever contact customer services? as there are no notes on our system about any delays being reported. kind Regards
Customer Services Manager.
“Both times I have ordered from yourself I have had to wait a considerable length of time to relieve my order. The first time my gift was late to the person and the second even though I paid for express or first class delivery I still had to wait. Will not be ordering again even though the products are good delivery has let you down.”
“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!”
