“I ordered a personalised product for my nephew who lives in a different country as I was travelling to meet him. I booked the product well in advance according to me however realised it did not arrive 2-3 days before I was flying. I checked the order details and it said the item hasn’t been dispatched, I called the team and I was told that they can’t do anything to expedite as I had selected ‘standard shipping’ at the time of checkout. I told them the whole situation that I am flying out of country and the item will be of no use to me if I get it after I fly. I was disappointed as I could clearly see the order was not shipped and they could have helped me to get it in time. I was happy to pay for express delivery at that point but I was not given a choice. I know an order can be delivered within UK in 2 days very easily. I felt there was a lack of intent to help. I had to fly without the gift and I will probably now meet my nephew atleast after a year if not more. The cost of shipping the product to him is more than the gift itself. Hence, the item is of no use to me now. Not great customer service in my experience. The quality of service really dwarfs the quality of product.”
