Review Time
Glad I found Made Personally, I wanted to have a matching Disney jumper for myself, my girlfriend and her daughter for our first holiday away. The jumpers came out amazingly and fast delivery. I’d definitely recommend and use again in the future
Placed order on 2nd Dec and was due to come for my son’s 5th birthday as his personalised outfit. Replied to one message - but read and ignored messages asking when the item would come on 13th and 14th. If they’re struggling to keep up work orders at this time, it’s best practice and just decent to say so and apologise. The item never made it to us, and is no longer useful as birthday passed, so I’ve messaged again today to ask for a refund. I’m hoping they will be professional enough a company to do the right thing and issue this.
Initially the customer service was great when I was enquiring about personalised pj’s as a Christmas gift, she went above and beyond to find what I needed and even made bespoke sets for me when she didn’t stick the sizes I needed. However, once the order was placed it all went downhill. I confirmed the orders via WhatsApp on 27th Nov after extensive conversations about what I wanted, and when she replied on 29th Nov I placed the order on the website as she instructed (what with it being bespoke). I doubled up on the detailed… both on the order itself, and on WhatsApp to make sure it was completely clear. I specified that I needed them before 21st December which she said would be fine, she said she aimed for 1-2 weeks. 2 weeks later on 13th December after hearing nothing I chased up the progress and was told they’d be printed the following week. I finally received them on 20th December, 3 weeks after ordering, just in time, but disappointingly the personalisation was missed off and obviously it was too late to do anything about it by that point. I messaged on WhatsApp immediately, but received no response, so sent a further message later that day but still received no response. I chased a response on 3rd Jan, still polite and even sent a ‘Happy New Year’ but again no reply! Chased again on 14th Jan with a complaint this time, and finally received a response in which she apologised but was full of excuses (a pattern I’m noticing when she replies to negative reviews!). I replied again on 23rd Jan saying that I understand she’s running the business alone and it’s a busy time of year, but regardless of that it is a business she’s running and if an order is incorrect it ought to be compensated in some way, I said I didn’t expect a full refund as I like to support small businesses but a gesture like a refund of shipping costs or a discount off of the item would be a nice gesture, but guess what… I received no reply!!! So all in all, great customer service prior to ordering, and awful customer service when something goes wrong, and this is, in my opinion, when you really see the true colours of a business… things will sometimes goes wrong, people make mistakes, it’s how those mistakes are dealt with that matters and unfortunately it seems they’re not dealt with well at the moment. I’m not saying I wouldn’t order again, the products are great and I like to support small businesses, but my expectations of the customer service would be low unfortunately.
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