I purchased the Bartholomew Bear from Jellycat for my child, and it arrived DEFECTIVE. The bear’s eyes are set far too deep and are constantly covered by the surrounding material - you can barely see them. It looks nothing like the product shown in the official photos on your website.
I contacted customer support requesting a replacement. I want to return this defective item and receive a proper one that actually matches what you advertise.
Instead, your customer service offered a 20% refund - which is unacceptable for a faulty product - or told me to return it using a UK Mail label. I clearly explained that I am located in Poland and UK Mail does not operate here. Despite this, your representative simply sent me the exact same UK Mail link again, completely ignoring what I wrote.
On top of that, your response time is EXTREMELY SLOW I submitted my ticket on February 13th. The first reply came on February 17th. The next response was on February 25th. Since then - nothing. Weeks of delays over an issue that is clearly your responsibility.
My child is waiting for her present, and you have been unable to resolve a problem caused by your own FAULTY product for three weeks.
Order #100884720 - Jellycat.
I expect this issue to be resolved immediately.
Claim your business profile now and gain access to all features and respond to customer reviews.
Creating original and innovative soft toys in London since 1999, Jellycat continues to combine luxurious fabrics with designs that are sometimes quirky, sometimes cute but always with a little something different that makes them stand out from the crowd! The name Jellycat was dreamt up by a child who loved jellies and cats and giggled at the thought of the two together. The silliness of the name was a great reflection of the design and so it stuck!See more
