“The personalisation was wrong on first and second attempt, it took 3 boxes to get it right - really silly mistakes, no quality control. The lack of care took away from the magic of the gift for my daughter’s first Christmas. Additionally, the box itself is quite basic, so that alongside the throwaway attitude of the company made it feel quite unspecial and not worth the price point. I’ll be sending back the 2 incorrect boxes which presumably will be thrown away, alongside all the packaging and extra couriers, so very unenvironmentally friendly.
Regardless, I do really like the print, and the box will hopefully be loved as my daughter gets older. The customer support were quick to send out new boxes, despite it taking 3 attempts. They gave me £10 store credit as an apology but were unable to give an actual refund, for some reason. Not sure I’ll be spending more money with this company to use the credit.”
Hi, we’re truly sorry for the mistakes with the personalisation and for the disappointment this caused, especially for such a special occasion as your daughter’s first Christmas. You’re absolutely right to expect a much higher level of care and quality control, and we sincerely apologise that this wasn’t reflected in your experience.
We also understand your frustration regarding the multiple shipments and the environmental impact. This is something we take seriously and are actively reviewing to ensure improvements going forward. While we’re glad our customer support team acted quickly to correct the errors and that you do like the final print, we appreciate that the overall experience fell short of what it should have been.
Your feedback is extremely valuable to us and has been shared internally so we can improve both our quality checks and customer experience.
Best regards, Aleksandra, Management Team, My 1st Years
