“I purchased a 2 night getaway for my inlaws anniversary present, nothing but hassle trying to book , takes many many days for reply email, issues re dont have doubleroom etc, only weekend avail dates which is a supplement charge !! i could say more but not wasting anymore of my time, dont book.”
Hi,
We are sorry to learn that you're unhappy with the personalisation quality of your order. I have reached out to you privately via email to discuss this matter further. Please respond at your earliest convenience, and I will gladly assist in resolving any concerns you may have.
Kind regards,
Abbie
Quality and Review Management
Activity Superstore Ltd.
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
“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
“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.
“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
Hi Tamara,
Thank you for providing your feedback.
After looking into your situation, I must apologise for the delay in receiving your order. Considering the production time and delivery, it should have reached you no later than January 3, 2023. To address this promptly, I have followed up with the supplier this morning to obtain tracking information. As soon as I receive a response, I will contact you immediately with the necessary updates.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“Terrible experience as they use Evri, who everyone knows is an appalling excuse for a courier. They let us down for Christmas despite paying for express delivery a week in advance. The Gift Experience’s offer of a refund for a product that was never delivered does not come close to making up for the disappointment caused.”
Hi,
Thank you for sharing your feedback.
I apologise for any dissatisfaction with the delivery of your order and the inconvenience it caused.
In response to the feedback received during the festive period, we have made the decision to switch our courier service to Royal Mail for future orders. We hope this adjustment will enhance your experience with us in the future. We appreciate your understanding and look forward to the opportunity to serve you again, striving for an improved delivery experience.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“Its not possible to give lower than one star which is such a shame.. Ordered a photo frame last December, money went out of my account straight away and that was it... 2 weeks later I emailed stating had not heard anything then in their reply they said its not even made.
Basically they take you money then do NOTHING for you, they have my money and I have nothing.
My advice is AVOID AT ALL COSTS... this is why UK companies go to the wall... I am at present trying to get MY money back,”
Hi Terry,
Thank you for sharing your feedback.
Upon investigation, I want to clarify that our communication did not suggest that your order had not been made. In fact, my colleague contacted you to explain that we had reached out to the supplier. Unfortunately, the supplier informed us of a delay due to a seasonal backlog, for which we sincerely apologise. Since conveying this information, we have not received any further communication from you.
If you have not yet received your order and need further assistance, please contact me at customerservices@thegiftexperience.co.uk, and I will be happy to reach out to the supplier on your behalf.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“Atrocious service, I ordered a gift for my brothers birthday, he lives the opposite part of the country, three days after his birthday I asked him if he enjoyed his hamper, what hamper was his reply, my payment had been refunded without explanation or notification, hardly a reliable service, won’t be using this company again.”
Hi Alan,
Thank you for providing your feedback.
I apologise for the inconvenience of not receiving your order. Upon investigation, I found that we sent you an email 2 hours after your order was placed, informing you that the item was out of stock, and regrettably, we could not fulfil your order.
I want to assure you that my colleague promptly processed a refund for your order. If you have not received your refund yet, please contact us, and we will gladly investigate this matter for you.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
Hi Angela,
Thank you for bringing your concerns to our attention.
I want to extend my sincere apologies for any errors that occurred with your order. Following a thorough investigation, I observed that the order has been returned to us. I have already reached out to you regarding the option of either refunding or resending your order. If you could kindly respond, I would be more than happy to expedite the resolution of this issue for you.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“Dreadful will not be ordering again. Picture was sideways and missed off our names. Had to go through the hassle of returning the item even though it would be no good to anyone else as it’s our baby in the photo! Then had to chase for a refund. AVOID”
Hi,
We appreciate you taking the time to share your feedback.
We sincerely apologise for any disappointment caused by the quality of your order upon arrival. After conducting a thorough investigation, we observed that our customer service team promptly issued a freepost return label and processed a refund for your order without delay.
Should you have any additional enquiries or concerns, please feel free to reach out to me directly. I am more than happy to further investigate and assist you in any way possible.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
Hi Jodie,
Thank you for sharing your feedback.
I sincerely apologise that your order did not reach you as expected, and I understand this falls below our service standards. I want to assure you that I have promptly resent your order, and you should receive it shortly.
If you encounter any additional issues or have further concerns, please feel free to reach out to us. We are more than willing to assist and ensure your satisfaction.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience
Hi Rachel,
Thank you for sharing your feedback.
It appears that you have already discussed this matter with my colleague, and your order was cancelled because the item was out of stock. We sent you an email promptly on November 27th, notifying you of this and providing a full refund. I apologise for any confusion that may have arisen from this situation.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience
“Didn't receive the item. Having been told it was being packed I heard no more. After I complained I was told the item was no longer available. It had been purchased for a birthday present. Very disappointing. I did receive a full refund though. I sha'n't buy anything else from this company.”
Hi Valerie,
Thank you for providing your feedback.
I can only apologise for any dissatisfaction with the service you received. We were not initially informed by the supplier about the item being out of stock until we reached out to you. As soon as this information was confirmed, my colleague promptly issued a full refund for your order.
Should you have any further enquiries or concerns regarding this matter, please feel free to contact us.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“Contacted customer service 10 days ago, no solution or further response after being told I would get a call back.
Emailed company & haven’t had a reply to my email.
Quality of product was poor/cheap looking. The writing wasn’t clear, printed on thin low quality paper.
Paid extra for gift box & it arrived loose not even boxed.
Disappointed with item & customer care.
Requesting a refund seems impossible”
Hi Michelle,
Thank you for sharing your feedback.
I would like to apologise for any dissatisfaction with your order, and the quality issues. Upon investigating, I regret to inform you that I could not find any previous correspondence with you, hindering the ability to look further into the matter for you.
To address your concerns, could you please reach out to us via email at customerservices@thegiftexperience.co.uk. By providing additional details, I will be more than happy to investigate this matter further.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience
“Ordered well in advance for a 60th anniversary the day after event I got an email saying out of stock and could have a refund if I waited 15 days don't trust this company shop elsewhere where you will be respected as a customer”
Hi Paul,
Thank you for sharing your feedback.
Upon investigating this, it appears that your order was placed on Friday 27th October. We did reach out to you on Monday 30th October promptly informing you that the product was unfortunately out of stock. Considering this, we presented the option for you to either wait for restocking or proceed with a refund. Please understand that our team is unavailable over the weekend, and we addressed this at our earliest opportunity.
It is important to note that during the checkout process, you opted for 2-5 working day delivery. Despite this, the latest anticipated delivery date would have been 3rd November.
We value your understanding in this matter.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
Hi Paula,
We appreciate your feedback and apologise for any inconvenience caused.
After a thorough review, it appears that our customer service team contacted you on 23rd October to inform you that regrettably your selected item was out of stock, leading us to be unable to fulfil your order. Following this, we promptly initiated a full refund, with the assurance that you would receive the funds within 10 working days.
We can only apologise for any oversight in this process, and for any frustration this may have caused.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience
“Received my 25th wedding anniversary guest book - water damaged returned back and now gift experience saying they haven’t received it so will not refund me absolutely disgraceful service I would never recommend and never use again - just like to rob people”
Hi,
We appreciate your feedback.
We regret that you are feeling this way about your order. Please understand that our policy does require the return of items for a refund.
Unfortunately, I could not find your order details in your feedback, which makes it a bit challenging for me to proceed. Would you mind sending your order details to customerservice@thegiftexperience.co.uk. This will allow us to investigate the matter.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience
“No notice on when I placed an order did they let me know it was discounted, the item I purchased was a anniversary present,
Not even received my refund yet so not a happy customer”
Hi Suzanne,
Thank you for taking the time to share your feedback.
I am very sorry for any inconvenience or frustration this situation may have caused you. Upon thorough investigation, it has come to light that on the very day your order was received, we promptly communicated that we were unable to fulfil it due to discontinuation.
Rest assured, we did initiate the refund process for you. We kindly request that you allow 10 working days from the date of the refund. Should you not receive the refund within this period, please do not hesitate to reach out to us, and we will be more than happy to investigate the matter further.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
