I ordered a Tea and Biscuits kit on 8 December as a Christmas gift. The item arrived on 10 December already faulty, with incorrect stamps included. I emailed customer service the same day as arrival (10 December) with clear photographic evidence, simply requesting the correct stamps be sent. They emailed back on 15 December (beyond 72-hour response window) with a copy-and-paste email clearly used previously for someone else facing the same issue, the email addressed to “Hugo”, asked for a batch number.I replied to the email on 15 December with batch number evidence, then chased them on the 17, 18 and 23rd December as the issue still hadn’t been resolved. None of these emails received any acknowledgment or response, and as a result the intended gift was unusable for Christmas.I contacted them again this time via their contact form on 27 December, requesting an update and a refund given the situation with the gift. They finally replied on 2 January, stating all four emails as email went to the back of the queue and issued a refund but they failed to acknowledge whether replacement stamps would be sent, despite this being the original request. I replied again on the same day (2nd January) to ask whether they would be resending the correct stamps. It has now been nearly a month since the item arrived faulty with no resolution, no proactive communication. I was excited about this company but with what ai have seen I would strongly advise against ordering from them if you need reliability, responsiveness, or basic customer service.
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