If I could give it a 0 star I would. I have used the company twice before a couple of years ago and they were pretty good and rather efficient. Turns out they have become a scam who steal your money.... See more
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So annoyed!! I have actually ordered from this company before and was happy with my product (the delivery was a little while but I received it). After having a good experience before and not looked at... See more
I'm really hoping someone can HELP! Ordered 2 lots of custom paint by numbers totalling just over £90. This was 3rd January 2023. I paid through clearpay to make the payments more manageable... See more
I ordered a custom diamond painting BEFORE I read the reviews. The company are extremely poor on communications, I didn’t get an email to confirm the order or an order number, I panicked and complete... See more
Company details
Written by the company
To align and stay on track with our 2021 goals, we're making improvements, step by step, to become more customer-centric.
Contact info
61 Bridge Street, HR53DJ, Kington, United Kingdom
- support@lovebyletterbox.co.uk
- lovebyletterbox.co.uk
1.5
Bad
384 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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DO NOT USE!
I ordered this item a few weeks back & was expecting it for my 50th Birthday. I tried to communicate with them and was told it should arrive within 10 days of despatch or could take longer. The tracking doesn’t work & I’ve still not received my items. Should have read the reviews. Awful customer service. I would like a refund.
August 29, 2021
Unprompted review
254 days in transit!!
254 days in transit!!! Do not use this company, thieves and liars
I ordered something for my mum for Christmas in November 2020, yes November 2020. I still haven't received it.
The first few emails I sent to Love by Letterbox were ignored. Finally someone answered, they said they were short staffed and that was it. I sent a few more emails in February 2021 understandably outraged again, I was ignored.
Finally a response with some complete and utter rubbish saying the product was damaged, returned to China and a new one was being sent out - HA! I can see on the tracking my package has been in transit for 254 days.
They refuse to give me my money back because its in transit, they are thieves. Their service is shocking to say the least, if you want to give your money away there are far better causes that this joke of a company.
August 4, 2021
Unprompted review
Why do you have a UK site address but…
Why do you have a UK site address but don’t inform people that items come from CHINA! If I would have known this I would not have bought, very misleading as you stated 6 days delivery NOT IMPRESSED
Says shipped via whistl and both tracking numbers you’ve provided are invalid don’t work!!!!!!! Online chat is NON EXISTENT NO-ONE RESPONDS!
August 4, 2021
Unprompted review
Reply from Love By Letterbox
Dear Abby,
Firstly, I completly understand your frustration with items coming from China. Because of this I know exactly what I need to do to help clear this up. Firstly, I will notify you about our shipping information (found in the footer of our website). And then I will find your live chat messages to see where things were left.
Speaking from our shipping policy, we have a dual fulfilment system where some of our items are fulfilled and delivered from our London store within 3 days, and any other items that are either personalised or more unique are made directly from our supplier in China. These are usually delivered in 10 days. However, I get the impression that this is not the case for your order? For this, I will be more than happy to help you!
Which leads me on to the live chat, I agree you feel let down by this service and took a look into where things were left. It appears you were speaking with me and I did send a reply to your message, following along the lines of what I said in the paragraph above. So I sincerely apologise if the message did not get through to you in time.
I just sent you an email now so we can find out your order details and get any of your questions and problems answered and solved!
Looking forward to hearing from you, Abby!
Best regards,
William.
- Love By Letterbox.
DO NOT BUY FROM THIS COMPANY!
DO NOT BUY FROM THIS COMPANY!
I was so excited to purchase what looked like a beautiful gift from love by letterbox. I ordered a rose bear for my boyfriend for Valentine’s Day in February. It is now the beginning of August. 6 months later...... no gift , several emails sent, a response was received once by a woman named Isla- seemed promising at the time , I was a little more patient with delivery time and gave this company the benefit of the doubt, and yet here I am , no order received half a year later , no refund most importantly!! Incredibly dissapointed , money wasted and nothing to show for it. An illegitimate scandalous company and not one to order from evidently.
July 31, 2021
Unprompted review
It took a long time and the item never arrived. They said the item has been delivered by Royal mail and got refused. Absolute nonsense!
The item never arrived
July 30, 2021
Unprompted review
Reply from Love By Letterbox
Hi, Mehran!
Thank you for taking the time leaving us a review.
My deepest apologies for your order not arriving. Your order was delivered on March 13th, according to the tracking information associated with it. Would you mind sharing with me if you have contacted the local post office regarding your package?
In any case, we would like to make it right. Feel free to send us an email at support@lovebyletterbox.uk and we will make every effort to resolve your concern.
Best regards,
Natalie
Absolutely beautiful rose bear
Absolutely beautiful rose bear, and the person who the gift was for was moved to tears as it had a sentimental meaning. Would be using LBL again for furtire gifts. The support team were extremely helpful and answer all my enquiries so quickly via email. Thank you x
July 24, 2021
Unprompted review
Reply from Love By Letterbox
Hi there! Thank you leaving us a positive review!
I'm thrilled to know that our product met your expectations. I sincerely apologize if we have caused any inconvenience with our review invite. We appreciate all input and this is so we can understand how we can satisfy our customers.
Your time is greatly appreciated and we are very grateful for taking on the invite.
Let us know if there is anything else we can do for you and we'll be sure to get back to you as soon as we can.
Best regards,
Natalie
Rose Bear- Everything I hoped it would…
Rose Bear- Everything I hoped it would be although the delivery was a little slow. Bought for my grown up grandaughters birthday. Unsurprisingly, she loved it! Many thanks
July 14, 2021
Unprompted review
Reply from Love By Letterbox
Hi there, June! Thank you for sharing your recent experience with us.
I'm very sorry about the slow delivery. We are currently establishing our UK fulfillment center and this will decrease the delivery timeframe to 3-5 days.
Nevertheless, your positive review is very much appreciated and I'm so glad to hear that your granddaughter loves the product you got her from us.
Let us know if there is anything else we can do for you and we look forward to doing business with you again, June.
Keep safe!
Best regards,
Natalie
Good nothing bad to say
Ordered a 25cm rose bear it took quite a few weeks to come but that’s down to covid so apart from that i’m happy with my order.
July 14, 2021
Unprompted review
Reply from Love By Letterbox
Hi, Lewis! Thank you for sharing your honest thoughts with the community.
I'm sorry to hear it took a while for your Rose Bear to arrive. Your patience is greatly appreciated. We are at most times, at the mercy of the couriers and we are very grateful for our customers' understanding.
Nevertheless, I'm so happy to hear about your positive feedback with our product! Rest assured, we will continue bringing you genuine gifts and excellent service.
Thank you again for choosing Love By Letterbox! Don't be a stranger and hope to hear from you again soon.
Best regards,
Natalie
My 6 year old LOVES THIS…
My 6 year old autistic son LOVES THIS BUBBLE BLASTER! It is smaller than expect but it fires out them bubbles asif it’s a massive gun!! I love it just as much as my children do 🤷🏼♀️🙈 it definitely brings out smiles 😃
July 14, 2021
Unprompted review
Reply from Love By Letterbox
Hi, Leah! Thank you for your awesome review. This definitely put a smile on our faces.
I'm so glad we have helped you have a fun summer with our products!
I can't agree with you more about loving it as much as the children. I'm guilty of having my own share of fun with the bubble blaster too!
Thank you again for choosing Love By Letterbox and I hope we can hear from you again very soon.
Best regards,
Natalie
Recently ordered the rose in glass…
Recently ordered the rose in glass dome- peach, as a minding of my dog peaches that passed away, it’s just simply stunning the small light makes it that more intimate and it is exactly what I wanted, thank you so much for the speedy delivery aswell I will be using the business again
July 14, 2021
Unprompted review
Reply from Love By Letterbox
Hi, Stephanie! We're very grateful to you for taking the time to share your experience.
I'm very sorry to hear about the passing of your dog, Peaches. I'm sure he/she is in a very lovely place now.
The whole LBL team is very happy to know we have helped you in keeping your lovely memories with your dog alive.
I hope we can hear again from you very soon and thank you very much for your patronage!
Best regards,
Natalie
Reply from Love By Letterbox
Hi there! Thank you for taking the time writing us a review.
I'm very sorry your recent experience with us has not been good. May I know more about your concern?
I have personally looked into the status of your order and can see that it has been delivered on April 20th.
We would really appreciate it if you can give us a chance to make it up to you. You can send us a message via email or go to our live chat on our website and we will be sure to assist you.
Best regards,
Natalie
Beautiful
Beautiful! My mum loved it and so did I. It’s just so pretty and unique. Everything on the site is gorgeous and the shipping was really fast too. Thanks once again and, I’ll be back the next time I need to give gifts.
July 2, 2021
Unprompted review
Reply from Love By Letterbox
Hi, Faridah! Thank you very much for sharing your thoughts and experience to our community. We're all so glad to hear that your mum loved the gift you got her from us!
Looking forward to hearing from you again very soon!
Best regards,
Natalie
DO NOT BUY FROM THIS COMPANY
DO NOT BUY FROM THIS COMPANY
I ordered a personalised bracelet as a gift I ordered it on May the 31st it’s now June the 16th and still no bracelet it sais it’s been shipped but no tracking details I want a refund immediately, and all of these good reviews are probably friends of yours and have been payed to write a good view
June 16, 2021
Unprompted review
Reply from Love By Letterbox
Hi, Lily!
Thank you for your review and for bringing this to our attention to us.
I would like to sincerely apologize you are still without your parcel. I understand the timeframe has not been the most ideal. However, our support team is always happy to assist you in all your concerns.
I would like to look into this personally, but I am unable to retrieve your order. Let me know how we can solve this issue via email and I will be more than happy to provide you with further assistance.
I hope we can make it right with you. You can email us whenever and I'll have the support team endorsed it to me. Does that sound good?
With kind regards,
Natalie
Lovely bracelets so pleased
"Brought for my partners birthday he absolutely loved it especially with the oath it comes it made the gift so special and he loves holding hands and hearing the little clunk when the magnets connect."
June 14, 2021
Unprompted review
Reply from Love By Letterbox
Hi, Kim!
Thank you for your awesome review!
Our whole team is delighted to hear that your partner liked the special gift so much. It's moments like these that motivate us to improve our products and services.
We very much look forward hearing from you again soon, Kim.
Let us know if there is anything we can do for you.
With kind regards,
Natalie
Was very pleased with item a lovely…
Was very pleased with item a lovely gift for a special person
June 8, 2021
Unprompted review
Reply from Love By Letterbox
Hi, Rita!
Thank you for taking the time sharing your feedback!
It's very lovely to know you loved our product and we're all pleased to know we have helped you make your loved one feel even more special!
We truly hope we can hear more of you in the future.
With kind regards,
Natalie
Absolutely awful service
Absolutely awful service, ordered a gift for a birthday present 2 weeks before the birthday. Its now 3 weeks after the birthday and they still can't tell me where my order is. I doubt they've even sent it. I can't get a refund off them. Shocking company. Will never order with these again
June 4, 2021
Unprompted review
Reply from Love By Letterbox
Hi there, Shaunie!
Thank you for sharing us your detailed recent experience with us. We truly appreciate you bringing this to our attention.
I have personally looked into this and see here your order arrived to you within our estimated timeframe. However, we would still like to apologize it did not make it for the occassion.
Furthermore, refunds can only be processed once the order has been received. I understand you are now with your order. We can have a refund processed for you provided the item be returned.
If there is anything more we can do for you. One of our support team will be happy to assist you in resolving your concern.
Best regards,
Natalie
valentines gift gone wrong
I bought the Rose Teddy for valentines but got it in end of March 21 I've since complained about how shoddy it was, there were glue running and glue strands over it with gaps between the roses. I was asked to return it but I never got my refund. I tried to email again but now the email is not delivered, I believe that address might be deleted. Anyone has ideas please?
June 3, 2021
Unprompted review
Reply from Love By Letterbox
Hi there, Nayan!
Thank you for leaving us an honest review. Your input and experience is important to us. That is why I'm very sorry to hear your recent experience with us has not been up to par.
I have already taken note of your comments regarding the product you received and this will surely be brought up during discussions with our third-party fulfillment center and see what action can be taken to avoid it from happening again.
I see here Isla, who is one of our Support Team has gotten in touch with you with regards to your concern and a refund has already been processed. We sincerely apologize for any delay, Nayan.
Let us know if there is anything else we can do for you and I'll make sure one of us from the team will get back to you soon.
Best regards,
Natalie
DO NOT ORDER FROM THIS COMPANY
Appalling company, still waiting for a refund from an order placed before Christmas. Trading Standards are currently looking into this company
June 2, 2021
Unprompted review
Reply from Love By Letterbox
Hi, Sally!
I appreciate you bringing this to my attention. On behalf of the Love By Letterbox Team, I sincerely apologize for the inconvenience caused.
I have looked into this personally and see your son, has reached out to us via email with his concern and provided us his order number. One of our support team has gotten back to him about it and processed the refund back in May 23rd.
I'm very sorry to hear the refund has not gotten back yet to his account. Refunds take 3-7 business days to reflect back to your account. However, this depends on your bank or chosen mode of payment.
We'll be happy to discuss this further via email and work it out on both our ends.
Best regards,
Natalie
Really poor service DO NOT ORDER
Really poor service . Item arrived late and broken . Emailed asking to return the item and didn’t hear a response . Ended up messaging them on Instagram asking for help .Responsed by saying they’d send a replacement so sent over address etc and that’s the last we’ve heard . No replacement , no reply. This is over 3 months ago now
May 24, 2021
Unprompted review
Reply from Love By Letterbox
Hi Mollie,
My deepest apologise for this experience here with us. We have made many changes to our business based on reviews like this in the past, such as faster shipping times with our new beautiful packaging.
I would love to get this problem solved for you right away. However, I am having trouble finding your order and any communication just by your name. This is not a problem. However, it would be great if you could submit your order number to the Trustpilot request (that I just sent) or if you can ping us an email over at support@lovebyletterbox.co.uk.
Best regards,
Cyrus.
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