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
“I loved the product however upon delivery it looked like it had been run over. The box was squished, the product was upturned and this was not done by the courier. Despite the damage, I kept the product as I didn't have time to return it before gift exchange. The company was easy to use however and the product arrived within reasonable time.”
Hi Daisy,
Thank you for sharing your feedback with us.
I sincerely apologise3 for the condition in which your order arrived, as this falls below the quality standards we strive to uphold. If you have a photograph of the issue, could you please email it to us at customerservices@thegiftexperience.co.uk along with your order number? I will personally investigate this matter and address it promptly.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
Hi,
We appreciate your feedback, and we sincerely apologize for any inconvenience you've experienced in commenting at this time. We hope the recipient thoroughly enjoys their gift.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“Great gift but unfortunately the wrong personalised poster was sent then it was a rush to get the new one on time. The customer service were amazing and did sort and ship it with a full refund for my troubles. Excellent customer service.”
Hi Saira,
Thank you for sharing your feedback.
We sincerely apologise for the inconvenience caused by the incorrect order sent to you. Upon investigation, we promptly contacted the supplier, who unfortunately could not expedite the correct item in time. We are pleased that our customer service team was able to step in and assist with a full refund for your order.
If you have any additional questions or concerns, please feel free to reach out to us.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“Purchasing the voucher was easy enough but it would have been good to be able to see what we could book and if dates were available first. It was a bit of a faff trying to then use the voucher but we have managed to find a location with available dates so in terms of value for money, hopefully it works out well as not going until next year.”
Hi Toni,
Thank you for taking the time to provide your feedback.
We can only apologise for any dissatisfaction you experienced during the booking process for your voucher. Please understand that we do not maintain live availability for locations, and information on this is only available upon request to us or the supplier.
We trust that the chosen location meets your expectations and you have any enjoyable experience. Should you have any additional questions or concerns, please do not hesitate to reach out, and we will be more than happy to assist you.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
Hi,
Thank you for your review and I hope you are well.
Upon reviewing your order, I can confirm that this was placed on 25th August 2023. As mentioned during the purchase, personalised orders require up to 3 days for processing and production, which in this case would be until 31st August 2023. Additionally, you had selected the 2-5 working day delivery option at checkout, the latest expected delivery date for your order was 7th September 2023, and looking into this I can see your order was delivered on 4th September 2023.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
Hi Gillian,
Thank you for your feedback.
I can confirm I have emailed you privately regarding this matter, if you could kindly get back to me I will be more than happy to assist.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“Ordered 2 Wedding Anniversary personalised mantel clocks. Very pleased with the condition of the clocks but found difficulty in setting the clocks as there were no instructions. We managed to get one of the clocks working but the second clock turned out to have a dud battery which was discovered when we took it to a local watch company.”
Hi Barbara,
Thank you for taking the time to provide us with your feedback.
We are delighted to hear that you were satisfied with the order. However, we apologies for any inconvenience caused by the absence of instructions. Your feedback is invaluable, and we will make sure to relay this to our supplier for further improvement.
If you have any other questions or concerns, please do not hesitate to let us know.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“Delighted with product. However got email asking how I found shopping with Gift Experience before I got item. It did come later the same day. Not impressed”
Hi,
Thank you for your feedback.
I can confirm this review email would have been relating to your purchase with The Gift Experience. Not in relation to the product itself once it had arrived.
Apologies for any confusion with this.
Kind regards,
Abbie
The Gift Experience
Hi Lisa,
Thank you for your feedback.
I can see upon purchase for this item, it does state the following dimensions 'H9 x D7.3cm.
Glass holds 8oz / 32cl.' I am only able to apologise if this was missed.
Kind regards,
Abbie
The Gift Experience
“Unfortunately my item was incorrect but I have been pleasantly surprised by the efficiency of the responses. The responses have always been timely and courteous. I hope that the item arrives and it is correct this time as one side shouldn’t let the other side down”
Hi Julie,
Thank you for your feedback.
I am only able to apologise that your order arrived incorrectly.
I can see that my colleague is chasing the supplier for you regarding this matter, and as soon as she receives a response we will contact you regarding this.
Kind regards,
Abbie
The Gift Experience
“The website stated I would be notified when it was dispatched. I was not contacted. The delivery people were also supposed to give me a day and delivery slot. They did not, and although I was in the parcel was left outside the front door, and then discovered by my wife. Difficult conversation then as it was her wedding anniversary gift which was supposed to be a surprise 🤦🏻♂️🙆🏻♂️🤷♂️
I can’t answer the questions below for the reasons above.
Other than that everything else was good.”
Hi Graham,
Thank you for your review.
I am only able to apologise you did not receive confirmation of your order being dispatched. In regards to delivery time, you did select 2-5 working day delivery on checkout. If it was not received within this time, please feel free to contact us further.
Kind regards,
Abbie
The Gift Experience
“Damaged when delivered but the outer packaging was fine. After several miss read emails by themselves a FREEPOST return address was given 😀 A week later I received a replacement. Very Damaged outer packaging but item was fine. Need to use fragile tape.”
Hi,
Thank you for your kind feedback.
We can only apologise that your order arrived with you in this way, this is not the level of service we aim to provide.
We are glad that this was replaced for you easily, and you were happy with your item.
Kind regards,
Abbie
The Gift Experience
Hi Salem,
Thank you for your review.
We are very glad you were happy with the product you ordered, and can only apologise for the delivery on this.
Kind regards,
Abbie
The Gift Experience
Hi Julie,
On looking into this for you, I can see your order was placed on 7th April. This item does state 'personalised and posted within 1-3 working days' and you then selected 2-5 working day delivery at checkout - the latest we would have expected your order to arrive with you would of been 20th April, and I can see this did arrive with you by 14th April.
If you have any further queries, please do contact our customer service team.
Kind regards,
Abbie
The Gift Experience
Posted 11 months ago
Hi Julie,
Thank you for your feedback.
On looking into this, I can see your order was placed on 7th April and 2-5 working day delivery was selected. This was then delivered on 14th April, which was a total of 5 working days after the order was placed so unfortunately this would not have been classed as being delivered late.
On looking into the inscription on your personalised gift, it does seem this was entered incorrectly at checkout. If you would like to email me at reviews@thegiftexperience.co.uk, I will gladly look into this further for you.
Kind regards,
Abbie
The Gift Experience
Hi Georgina,
Thanks for your review, I am sorry to read that you are unhappy with the quality of the item.
We also replied within 7 minutes of your initial email but it seems this wasn't received by you initially.
Hi
Thanks for your review, I am sorry that delivery was a little slow, unfortunately on occasion there can be delays in the delivery network which we do not have any control over. I can see the original have arrived and replacements are on the way too so I hope these are well received.
Please do accept my apologies for any inconvenience caused.
Hi,
Thanks for your review, I'm pleased to read you are happy with the product.
I am sorry to read that the delivery took longer than expected, unfortunately there can be delays in the Royal Mail network that cause parcels to arrive later than estimated but I am sorry once again to read this as I know how frustrating this can be.
Best wishes,
The Gift Experience
“Good service I was a little disappointed with my anniversary gift as it didn't say Mr & Mrs partly my fault for not checking properly, but one would assume that's what It was meant to say.”
Hi Alan
Thanks for your review, I'm pleased to read that you are happy with the service.
I am sorry to read read that you were unhappy with the final product, I've checked this one and it does say in the description that Mr & Mrs needs to be added in if it's wanted on the final product so please always make sure to check the description to see how it's personalised.
