DO NOT USE THIS COMPANY!!I placed 2 orders, one in November 2023 and one in January 2024. I agreed to the 12 week lead times. My first order I placed in November 2023 didn’t arrive after 12 weeks, however I gave the business the benefit of the doubt as they had posted publicly about their family bereavement. I left it a little longer and then messaged them to ask where my order was. I was told ‘it was sent a while ago and really should have arrived by now. As soon as I’m home this week I will enquire with Royal Mail’ … 15 days after this message I’d had no reply so I emailed to chase this up. No response. However they were continuing to post on social media with all their latest offers and deals and I was continuing to receive their latest offer emails etc. I then messaged on Instagram and explained the whole situation again. I was told that they hadn’t got back to me again because of the family bereavement and their email response times hadn’t been their usual standard. I was told an enquiry had been opened with Royal Mail but they hadn’t heard anything back from them so they would check on Monday when I get were at their local delivery office. I explained about my outstanding order I had placed in January and that I was now concerned that this would also not arrive in time as this was a gift. I was specifically told ‘I’ll get your recent order made and sent out this week too to try and ensure this arrives in time for you.’9 days later… still no response and no sign of my recent order either. I had to message a further 3 times until I received another response, yet, she was still active on Instagram, posting stories and posts, just not reading my messages. I finally decided to ask for a refund of both my orders as it was 6 months since placing my first order, and then the promise of my January order being made and sent out also didn’t come to fruition. I received a reply almost immediately telling me that Royal Mail has confirmed my original order had been delivered - I can 100% guarantee this was has not been received. I was told that she would check in again about this with Royal Mail and raise a case with them. I was only asked at this point if I wanted a refund or a replacement. This was 5 months after I originally ordered. With all the hassle of this (and not going into too much personal detail, the reason that the order was placed in the first place was very sentimental) I decided I wanted a refund. There was absolutely no mention of my January order that was apparently going to be made and posted out the week she’d said she would make it - this hasn’t arrived and she hasn’t mentioned anything about speaking to Royal Mail about this so I would assume she didn’t even fulfil that order for me as promised anyway. I asked for a refund of ALL my orders again. I have now received emails confirming that the refunds have been submitted. I suggested to the business that she needs to perhaps look at how the orders are sent out because you are not provided with any tracking and no proof had been provided to show that orders had been delivered. Not to mention you receive no information to say that an order has been shipped out in the first place. I completely understand and appreciate that the owner of the business had been going through a family bereavement which is why I actually waited longer for my original order, however to then have to spend time chasing up for replies and even being ignored on social media, I don’t think this is fair to customers. **The only reason there has now been an ‘influx’ of good reviews here over the last couple of days since all the negative reviews below is because I told the business owner that I was concerned to see that I was not the only one who had experienced exactly the same issues as others. They then posted on their Instagram stories and asked for people who had ordered and been happy with their order to message her. I assume there have then been private messages between the business owner and these buyers and she has asked them to put positive feedback on here**If you do decide to order, just be wary that if you don’t receive your order, you will have to chase for answers and this is a drawn out process. I am very disappointed as I was excited to order initially but I would much rather support a small business who can honour orders; but also provide you with a more supportive customer service to actually resolve issues too.
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