Name: TBCo
Address: 170B Great Junction Street, 170B Great Junction Street, Edinburgh
Rating: 4.89

“HORRIFIC customer service. Had pjs bought for me as a birthday gift last October and sent them back to have a size exchanged. Parcel was received at their warehouse early November, however I have had no new size sent to me and NO COMMUNICATION from their team on status despite several emails and messages. The person who gifted to me has also received no refund, so this wasn’t done in error either. Lovely pjs but the horrendous customer service (which I can see is a theme from other reviews) would stop me ever buying from this business.”

Helpful Report

Posted 2 months ago

Hi there, Thank you for taking the time to leave a review. Our team resolved this issue for you within seven days of your original email, and we aim to respond to all emails within 72 hours. We are sorry if any inconvenience was caused during this occasion, as our team explained through email, we experienced a system error which resulted in your store credit not being automatically sent to you. Due to the festive period, our stock was selling at a fast rate, which meant we had to turn our exchanges off, as we are currently unable to reserve stock for exchanges. The product you had wanted to exchange for went out of stock, store credit should have been automatically emailed - but on this occasion failed to make its way to you. Again we do apologise for any inconvenience caused and our team did their best to resolve this as soon as possible for you. Warmly, Team TBCo.

Posted 2 months ago

“I purchased pyjamas as a Christmas gift in November for a family member unfortunately they are slightly smaller, although do state oversized?? When I went to do my return advised cannot be refunded or exchanged for a bigger size. I under the return policy but come on it was a Christmas gift and at £100 I think is shocking. Thought I would buy them at the time because waiting in my experience you don’t get the sizes they are out of stock. Not a happy customer”

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Posted 2 months ago

“Customer service is non existent. I have returned an item close a month ago and have not received any updates or any responses to my emails. I will never shop with this company again. BUYER BEWARE they will accept a return but not send your money back!”

Helpful Report

Posted 3 months ago

Hi there, Thank you for taking the time to leave a review. I'm sorry to hear you have not yet received a reply. Our team is experiencing a high volume of emails, and it is taking us longer than we would like to get back in touch. I have looked into this for you and can see your order arrived back with our returns partner in the US on the 12th, and we state it can take up to 16 working days, from the date of delivery for any returns to be processed. However, I have now processed this for you and you should receive a notification shortly. Hope you have a lovely Christmas and New Year Warmly, Team TBCo https://tartanblanketco.gorgias.help/en-GB/how-long-will-my-refund-take-853813

Posted 3 months ago

“Awful experience. I ordered a blanket, it was never delivered and I am still waiting for a response to getting a replacement sent to me. I have tried emailing them, contacting them in WhatsApp, via instagram and Facebook but have had no response over a two week period. I don’t think I will ever receive a response or my blanket. I spent a lot of money on it.”

Helpful Report

Posted 3 months ago

Hi there, Thank you for taking the time to leave a review, we are sorry to hear you have experienced such a delay. Due to the festive period, we are experiencing a high volume of contacts and it is taking longer than we would like to get back in touch. We understand how frustrating this can be and do apologies for any inconvenience caused. I can see our team have now arranged for a in-store collection to help resolve this for you. Warmly, Team TBCo

Posted 3 months ago

“Extremely disappointed with the service I have received so far. I have never written a review online before but feel in this case it is warranted. I placed an order on the 2nd December with items for Christmas presents. It still has not arrived. Following sending two emails and then contacting the company on WhatsApp I was told I could either get a refund or a gift card. When I responded to ask if I could get the items sent out again but with next day delivery to ensure they arrived in time for Christmas my message was just completely ignored. I now have very limited options for buying Christmas presents as it is so close to Christmas. I’m putting a review on here in the hope that someone from the company will contact me and help resolve the situation.”

Helpful Report

Posted 3 months ago

Hi there, Thank you for taking the time to leave a review. I'm so sorry to hear you are unhappy with your experience. Due to the festive period our team to aim to get back to all emails within 72 hours, but due to our high volume of emails we have been taking longer than our usual response times. We apologise if you were unhappy with the initial response to help resolve your issue, I can confirm we have now created a new order to be shipped out to you. Have a lovely Christmas. Warmly, Team TBCo

Posted 3 months ago

“Extremely disappointed with the service I have received so far. I have never written a review online before but feel in this case it is warranted. I placed an order on the 2nd December with items for Christmas presents. It still has not arrived. Following sending two emails and then contacting the company on WhatsApp I was told I could either get a refund or a gift card. When I responded to ask if I could get the items sent out again but with next day delivery to ensure they arrived in time for Christmas my message was just completely ignored. I now have very limited options for buying Christmas presents as it is so close to Christmas. I’m putting a review on here in the hope that someone from the company will contact me and help resolve the situation.”

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Posted 3 months ago

“First the discount code didn't work, I tried contacting with no luck, and decided to buy anyway. The product looks completely different than on the website the quality is meh, not worth the price I think. Costumer service is not responding. It was a bad idea to shop here”

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Posted 3 months ago

“‘Made in Inner Mongolia’ may have more positive connotations than ‘Made in China’, but its rather misleading.”

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Posted 3 months ago

“I paid but my package is lost. Was delivered somewhere in the street. I informed you but nobody is answering. Please reimburse my order on my card.”

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Posted 3 months ago

“My order was not embroidered as asked and when I tried to return the items, it is not allowing me to do so because your system thinks that the items have been personlised. I have sent four emails and one whatsapp and I have not received an answer yet. I have been a client for years. You used to be a pleasure to deal with. Not anymore.”

Helpful Report

Posted 3 months ago

Hi there, We are really sorry to hear that. I can understand how frustrating this must be for you. I can assure you our team are working very hard to get back to all customers as quick as possible. We have been receiving a great number of emails from our customers and we are trying our best to get to each one as soon as possible. Warmly, Team TBCo

Posted 3 months ago

“Unfortunately I didn't have a great experience. I ordered the PJs, sized down as the site advised but still FAR too big. As TBCo use Evri as their delivery partner, they haven't been able to deliver anything to me for 2+ years, I upgraded to the next day delivery. That was a joke! I ordered on a Thursday evening so as they don't deliver on a weekend it took to Monday for the order to arrive! Then when I went to return it the site failed, it took a couple of days to get the returns label! AND from the returns email it looks like I won't get my next day delivery money refunded either, which wasn't cheap! Overall really disappointed with the service from a brand I thought was going to be good.”

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Posted 4 months ago

“Awful. Wrong order sent and contact about a pre paid return slow.”

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Posted 4 months ago

“I placed an order on 26th October. It has not arrived and customer services are unresponsive. No delivery attempt was made (for reasons unknown to me - my address was accurate) and instead the courier sent it back to TBCo. I contacted TBCo hoping for a swift resolution but their customer service is poor. I have had two responses from them - one saying they are looking into my request with no reply since, and one reply on WhatsApp saying they can’t find my email. Unhelpful. I would like to be refunded. The phone number does not ring out. I cannot recommend this company. The product I purchased was expensive and they do not seem to care about their customers. While delivery issues may be the fault of the courier, the company are wholly in charge of taking care of the customer and are responsible for their products arriving safely. The next step will be to report them to Trading Standards.”

Helpful Report

Posted 4 months ago

Hi there, Thank you for getting in touch and taking the time to leave us feedback. I'm sorry to hear our team was unable to provide a swift resolution for you. We have looked into this with our customer experience team and can see we have now fully refunded your order after investigating the issue with the courier. After further investigation, our internal tracking software has indicated that the shipping address provided was incomplete. We apologise if Evri did not allow you to divert your order to another address or collection point. Our team is looking into why this was not an option for you. Our company is no longer contactable by phone and does not display a number on our website, socials or Google profile. But we will happily call any customers upon request, as we know this may be an easier option for some. Again, apologies we were unable to provide a resolution quicker than we usually expect. We appreciate your patience at this time and thank you again for your valued feedback. Warmly, Team TBCo

Posted 4 months ago

“Customer service STINKS”

Helpful Report

Posted 5 months ago

Hi Cynthia, We would like to apologise for the delay you experienced, sadly our team did take longer to respond than usual due to a team illness, and aim to reply to all messages within 72 hours. Again apologies for the delay you experienced, I can see a member of our team has reached out to resolve your issue on Monday and hope that helps. Please reach out if you have any further questions.

Posted 5 months ago

“Very disappointing experience ordering a pair of pyjamas from TBCo. While I liked the design I found the sizing was far too large and arranged a return with the intention of sizing down. Unfortunately this experience has left me never wanting to place an order with them again. I had to chase the return refund from the start, taking over a month for them to acknowledge that they had received it. I then received a refund for only half the amount of the expensive pyjamas I’d purchased…and after numerous attempts to contact them this is apparently because I forgot to include the tiny scrunchie that comes with the pj’s. So the most expensive and painful ordeal ever. I do not recommend ordering from this company!!”

Helpful Report

Posted 9 months ago

Hi there, Thank you for sharing your feedback! I'm sorry to hear that, I can confirm you were refunded within 10 working days of your order being received back at our warehouse, like stated on our website, and you can track the return via the returns tracking link to follow your orders return journey. I'm sorry to hear there was a lack of communication regarding your refund, after looking into your return I can confirm there has been some confusion surrounding the missing items, that we are more than happy to discuss further. I can confirm our team will reach out to you shortly to help resolve this matter and provide a full refund. Warmly, Team TBCo

Posted 9 months ago

“I thought I was buying a "Scottish" lamb scarf and I foolishly thought it was made in Scotland though the site does not mention where it was made. It was made in Inner Mongolia, China!!!! I could have just bought something similar on Amazon and paid a fraction of the price!”

Helpful Report

Posted 11 months ago

Hi there, All of our products are designed in Scotland but not woven here. Each product page states where the blanket, scarf or accessories etc are made to ensure people are aware that we do not manufacture within Scotland. To explain things better, please check out this article on our website from one of our founders as to why we no longer manufacture in Scotland - https://tartanblanketco.com/blogs/tbco/why-we-no-longer-manufacture-in-scotland It will help to shed some more light on the topic and explain what 'made in Scotland' actually means for such products (as it can be misleading on occasion), and explains why and how we chose the partners outside of Scotland that we work with to produce our beautiful scarves and blankets. Hopefully this helps explain things Warmly, Team TBCo

Posted 8 months ago

“Delivery time takes so long to Greece, still waiting for the product to be delivered unfortunately (shipped April 5th) so please fix this in order to be able to give you positive feedback 🥹”

Helpful Report

Posted 11 months ago

“Hello, I placed an order number 3394 on January 25th. They sent me an e-mail on February 4th that my order had been shipped via Yun Express. Since my cargo had not yet arrived after a long time and the product always remained in the same status in the system sent for me to track, I sent you an e-mail on February 18th. You got back to me on February 20th and told me to stay tuned with my tracking number. I wrote to Yun Ekspress, but they informed me that the cargo had not reached them. (I e-mailed you all the necessary messages in advance.) You got back to me on February 23 and wrote that the package left your warehouse on February 19. I last wrote to you on February 27, but you still haven't responded . There is confusion and customer dissatisfaction, but you reply to me within 3 days of every e-mail.”

Helpful Report

Posted 1 year ago

Hi there, Thank you for taking the time to leave a review, I'm sorry to hear of your experience. Would it be possible for you to reach out to us directly? We are unable to find your order number and have not heard of or used Yun Ekspress as a shipping method. Our team are more than happy to chat with you further on this situation, please reach out to us at hello@tartanblanketco.com.

Posted 1 year ago

“I sent a query about a recent purchase last week. Still no reply to my enquiry. Such a shame that the customer service is not hat it was. I will return my item .”

Helpful Report

Posted 1 year ago

Hi there, Thank you for taking the time to leave a review, we appreciate all feedback. Apologies our team were unable to get back to you quick enough, we have recently experienced a few staff illnesses which have slowed down our replies, but appreciate you did wait longer than we would like for a reply from our team. Again apologies for any inconvenience caused.

Posted 1 year ago

“I ordered for my dad's Christmas present the Olive Houndstooth Men's Lambswool Scarf and only one week after he has worn it, it's pilling and getting worse. I thought your products would be of much better quality for the price, I am disappointed.”

Helpful Report

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Returns Process	Easy

TBCo Reviews