“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
“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
“The money Maze puzzle is flimsy. I purchased two and the first one was fine to put the money in although fiddly. The second one had a very small piece of plastic broken inside it which meant when you placed the money in the box it would not close. I was given a replacement immediately at no charge by The Gift Experience so their customer service was very good BUT when I came to insert the money in the box the hard plastic is so brittle the lock mechanism broke so the box would not close. As it was getting close to Christmas I decided to abandon the idea and went elsewhere for a different money maze box which was cheaper and sturdier😐”
Hi,
Thank you for taking the time to share your feedback.
I sincerely apologise for the condition in which your order arrived. This falls short of the high-quality standards we strive to maintain, and we value your input as a means of enhancing our services for our customers.
We can only apologise that we did not meet your expectations on this occasion. We hope for an opportunity to regain your trust and serve you better in the future. If you decide to place another order with us, we are committed to making it a more positive experience.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“I have sent 3 emails about this. Engraved pen case to customer service email with no response
you haven’t returned any
The case is very sharp at the back so when you open it it nips your fingers , I ask for help to resolve this problem with no response”
Dear Mary,
Thank you for sharing your feedback.
I apologise for any dissatisfaction you experienced upon receiving your order. Upon thorough investigation, I couldn't find any correspondence or emails from you regarding this issue. I have sent you an email regarding this matter, and I would appreciate it if you could respond. I am eager to assist and address your concerns promptly.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience
“Sorry to say I never received my purchase, due to poor delivery service but have to complement The Gift Experience on their prompt response and customer service.”
Hi,
Thank you for sharing your feedback.
I apologise for the difficulties you experienced and for not receiving your order. Upon investigation, I observed that my colleague issued a full refund for your order on 29th November. If you have not received your refund yet, please contact us, and we will gladly investigate and assist you further.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience
“Disappointed no phone number to contact tried to cancel order or change order straight away and customer services were slow to respond claiming order had l
Conveniently been processed.”
Hi,
Thank you for taking the time to provide your feedback.
I sincerely apologise for any difficulty you experienced in reaching our customer service team. To assist you further and address your concerns effectively, could you please email your order number to customerservices@thegiftexperience.co.uk. This information will enable us to investigate the matter thoroughly and provide you with a resolution.
Should you have any additional questions or require further assistance, please do not hesitate to reach out to us. We appreciate your understanding and are committed to ensuring your satisfaction.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“I ordered a gift on the 25th. Aug. for a 10 Sept. birthday. Several emails advised me to be patient about delivery times. Patient I was - even when I received two emails from you asking me for feedback on the product I had bought! On the 8th. Sept I rang to ask for an update to be informed that my engraved pen was out of stock and that they had sent me an email the day before, which I did not receive.
Obviously they apologised, but I was still left disappointed with the whole transaction and will not be ordering again”
Hi Brian,
Thank you for taking the time to provide us with your feedback.
Upon investigating this, it does appear that we were regrettably not notified of the item being out of stock until after the order had been processed by the supplier. I can only apologise for the delay in this.
As soon as we were made aware, we promptly issued a full refund for your order. Please be assured that the funds will be back in your account within 10 working days.
Your comments are valuable to us, and we will make sure these are passed the relevant department.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
Hi Stephen,
We appreciate your feedback, and we are sorry to learn of your dissatisfaction with the product’s sizing.
After reviewing this, we noticed that the product details in the ‘About This Product’ section do indicate the dimensions as ‘H 21.5cm x W 6.3cm.’
We are only able to apologise if this information was over looked.
Any further queries, please do not hesitate to contact our customer service team who will be more than happy to assist.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience
“Had a faulty personalised item, and instead of them sending me a new one, they wanted me to send the faulty item back to them before they could do so which messed up all plans as was for a birthday. Firstly, it is a personalised item, so why do you need the damaged one back, secondly I just wasn't happy with the answers I had got regarding the faulty item. And quality of the item was not the best either for the value.”
Hi,
Thank you for taking the time to provide us with your feedback.
We can only
apologise for the inconvenience caused by the faulty item you received with you order.
After reviewing your correspondence with our customer service representative, we see that our policy requires us to receive the item back before we can issue a refund or replacement.
To facilitate the return process, we would be more than happy to provide you with a freepost return label.
If you have any further questions or concerns, please do not hesitate to reach out to our customer service team; who will be more than happy to assist you with any queries you may have.
Once again, we apologies for any inconvenience this may cause.
Kind regards,
Abbie
The Gift Experience
Hi David,
Thank you for sharing your feedback with us.
I would like to apologise for the delay in delivering your order. After reviewing the situation, I can see you have discussed this matter with my colleague, who promptly contacted the supplier to obtain the tracking information for your order.
Upon receiving this, we were informed that there had been an issue with your order. To resolve this, a new order was sent immediately, and was delivered to yourself on 17th June 2023.
If you have any further questions or concerns, please do not hesitate to reach out to us.
Kind regards,
Abbie
The Gift Experience
“There is a good selection of gifts to suit all budgets.
However, once I had placed the order and received a confirmation email, there was no further contact from the company.
No confirmation that the order was shipped, no tracking details and no confirmation that the order was delivered.
I received an email asking me about my order, however, this arrived before the order did.
Compared to pretty much every other company I order from, this goes against what I would expect when ordering online.
Unfortunately, based on my experience, I would not use this company again”
Hi David,
Thank you for taking your time to share your feedback with us.
Firstly, I would like to apologise for the inconvenience caused by the lack of tracking information for your order. After looking into this matter, I can see my colleague did promptly contact the supplier on your behalf and obtained the tracking details, which we did then share with you.
In regards to your order, it was placed on 31st May 2023. During the checkout, you had selected the 2-5 working day delivery option, which indicated that the latest arrival date would be 7th June 2023. I can confirm that the tracking states your order was delivered on 1st June 2023, and was left with a neighbour.
Should you have any further questions, please do contact me and I will be more than happy to investigate this further for you.
Kind regards,
Abbie
The Gift Experience
Hi Kirsty,
Thanks for your review, I am sorry to read this and also sorry to see that you haven't been in touch with our customer service team about this either.
I can see that it had a delivery scan on 16th November so please make sure to check in any safe places, with your neighbours and at your local Royal Mail Sorting Office.
Kind regards,
The Gift Experience
“I ordered a frame with a personalised picture and writing and it turned up pixelated on A4 printer paper that was creased, honestly could've made it better at home on my own printer, expected better for the price I paid”
Hi Geoffrey,
Thanks for your review, I am sorry to read this.
Please get in touch with our Customer Service team who will get this sorted out for you.
Best wishes,
The Gift Experience
“I bought Anniversary mugs for my daughter and son-in-law for their 20th anniversary when they arrived the date and names were off centre so disappointed. Cannot believe they were allowed to be dispatched like that”
Hi Patricia Anne,
Thanks for your review, I'm sorry to read that you are unhappy with this.
I can see from the photo provided that the names and dates were laid out exactly where they are supposed to be, so I'm afraid on this occasion your feedback is not correct but thank you again for taking the time to leave this.
Best wishes,
The Gift Experience
“The service I received was good and responses to my questions were quick. However the quality of the photo on plate which I ordered was poor. The colours came up with different tones to the ones in the original and were not as clear as I would have hoped.”
Hi Ruth,
Thanks for your review, I am pleased to read that you were pleased with our service and speedy response time to your queries.
I am sorry to read you are disappointed with the final product, as outlined in our responses unfortunately a printed recreation of a digital image will not match colours exactly. Whilst I can see there was a slight difference in the final outcome of the plate received and the original image, there is no substantial difference that would get us to replace this.
I am sorry once again to read of your disappointment and thank you once again for taking the time to leave us a review.
Best Wishes,
The Gift Experience
Hi Lynn
Thanks for your review, I'm sorry to read this.
Please pop our customer service team an email, as I can see you've not been in touch to get this issue sorted out.
