“Purchased (or thought I had) for an elderly aunt's Christmas present.
Received confirmation email and money taken from account on 20th December. Unfortunately hamper never arrived, after several emails I eventually had a reply on 8th January stating that someone emailed me on 20th December to say this was out of stock and a refund would be given. I never received this email and to date no refund. Very poor customer service and I am now left wondering when my money will be refunded. As a pensioner myself, I cannot afford to be out of pocket for weeks at a time and surely the refund should have been sorted out as soon as they knew that they couldn't fulfil the order. I will certainly not be using this company again”
Hi Duncan,
Thank you for providing your feedback.
I apologise for any frustration you experienced. After investigating, I found that your order, placed on December 19th, was unfortunately confirmed as out of stock by the supplier within 24 hours. We promptly notified you via email, although I regret any oversight if you missed our communication.
Your refund has been processed immediately, and we inform customers that it may take up to 10 working days to reflect in their accounts. I apologize if this timeframe is inconvenient.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Ltd.
“I’m not particular happy with my purchase, it was a Xmas present was a jigsaw of family but it’s very flimsy and not even attached to the back bit, I had to give another present instead of this one, it’s not really worth the money I paid, can I send it back for a refund.”
Hi Nicola,
Thank you for sharing your feedback with us.
We sincerely apologise for any dissatisfaction with your recent purchase. As you are still within the original 28 days of purchase, I have emailed you a freepost return label. Upon receiving the item, we will process a full refund for you.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Ltd
“Although an issue with delivery occurred a swift response satisfied our order and in time for Xmas.
My recommendation would be that closer contact with their distributors and delivery suppliers would ease the customers experience.”
“Very disappointed in this purchase my order was cancelled because it wouldn't reach by Christmas I was told I was going to get a refund 10 days after and am still waiting for my refund.”
Hi Rushel,
Thank you for sharing your feedback.
I apologise that we could not fulfil your order as expected. Upon investigation, I note that we communicated a timeframe of 10 working days, with the expected completion date being January 10, 2024. If you do not receive your refund by this date, please feel free to contact us, and we will promptly investigate this matter for you.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
Hi Tamara,
Thank you for providing your feedback.
After looking into your situation, I must apologise for the delay in receiving your order. Considering the production time and delivery, it should have reached you no later than January 3, 2023. To address this promptly, I have followed up with the supplier this morning to obtain tracking information. As soon as I receive a response, I will contact you immediately with the necessary updates.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“Terrible experience as they use Evri, who everyone knows is an appalling excuse for a courier. They let us down for Christmas despite paying for express delivery a week in advance. The Gift Experience’s offer of a refund for a product that was never delivered does not come close to making up for the disappointment caused.”
Hi,
Thank you for sharing your feedback.
I apologise for any dissatisfaction with the delivery of your order and the inconvenience it caused.
In response to the feedback received during the festive period, we have made the decision to switch our courier service to Royal Mail for future orders. We hope this adjustment will enhance your experience with us in the future. We appreciate your understanding and look forward to the opportunity to serve you again, striving for an improved delivery experience.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“Its not possible to give lower than one star which is such a shame.. Ordered a photo frame last December, money went out of my account straight away and that was it... 2 weeks later I emailed stating had not heard anything then in their reply they said its not even made.
Basically they take you money then do NOTHING for you, they have my money and I have nothing.
My advice is AVOID AT ALL COSTS... this is why UK companies go to the wall... I am at present trying to get MY money back,”
Hi Terry,
Thank you for sharing your feedback.
Upon investigation, I want to clarify that our communication did not suggest that your order had not been made. In fact, my colleague contacted you to explain that we had reached out to the supplier. Unfortunately, the supplier informed us of a delay due to a seasonal backlog, for which we sincerely apologise. Since conveying this information, we have not received any further communication from you.
If you have not yet received your order and need further assistance, please contact me at customerservices@thegiftexperience.co.uk, and I will be happy to reach out to the supplier on your behalf.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“Atrocious service, I ordered a gift for my brothers birthday, he lives the opposite part of the country, three days after his birthday I asked him if he enjoyed his hamper, what hamper was his reply, my payment had been refunded without explanation or notification, hardly a reliable service, won’t be using this company again.”
Hi Alan,
Thank you for providing your feedback.
I apologise for the inconvenience of not receiving your order. Upon investigation, I found that we sent you an email 2 hours after your order was placed, informing you that the item was out of stock, and regrettably, we could not fulfil your order.
I want to assure you that my colleague promptly processed a refund for your order. If you have not received your refund yet, please contact us, and we will gladly investigate this matter for you.
Kind regards,
Abbie
Quality and Review Management
The Gift Experience Team
“I was very pleased with the way my first order was handled. I ordered flowers as a Christmas gift and they arrived on time and were exactly as stated by your company: ie in bud to ensure that they would last well over the Christmas period. The recipient was delighted to receive them.”
“This is genuinely the best site I've been on in ages. Super fast delivery, well packed items and excellent service, I will definitely buy from again. Very highly recommended”
