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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See what reviewers are saying
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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People also looked at
Ordered an item in February of 2021…
Ordered an item in February of 2021 it’s now may 20th and I haven’t received my item nor the refund I requested two months ago. Please don’t give any money to this company.
May 20, 2021
Unprompted review
Reply from Love By Letterbox
Hi Marlon,
I sincerely apologise that you never received your order and that this has not been dealt with.
We have just had a check through your order and noticed an issue that would have caused it. However, I will be in touch with you to get a refund arranged because of it.
Best regards,
Cyrus.
Received my order after 11 days of…
Received my order after 11 days of placing order, and am very pleased. It was a cushion of our dog we lost recently, and we received an email firstly asking if we had received the order, and the reply was offering condolences which was much appreciated. Would order again from this company.
May 15, 2021
Unprompted review
Reply from Love By Letterbox
Thank you for your awesome review, Paula! We're so happy you received your pet cushion right away. We strive to meet your expectations and would love to continue working with customers like you.
The whole Love By Letterbox Team is happy to have helped you c create keepsake of your beloved pet.
Hope we can work with you again very soon!
Best regards,
Natalie
Avoid
Very concerned this is a sham company. Have taken my money and nearly a month later I am still without my products. Website is shockingly bad and poor responses to emails. Avoid unless you have more money than sense. Want my money back!
May 14, 2021
Unprompted review
Reply from Love By Letterbox
Hi Sarah,
Thank you for leaving us a review.
I'm very sorry to hear your experience has not been entirely great.
I have already endorsed your concern to our support team and one of them will get in touch with you shortly.
Please know we are always happy to assist you with whatever your concern is. We appreciate your input regarding your recent experience and this is something we value as it will be of use in making our service better for our customers.
Best regards,
Natalie
Shocking
Shocking waited nearly 2 months for my order ,tried to get. Money back but ,they dragged their heels ,
May 14, 2021
Reply from Love By Letterbox
Hi Keuth,
Thank you for leaving us a review.
I'm sorry to hear you had to wait so long for your order. I understand how this can be frustrating for you.
We're always happy to assist you in any query. That said, we cannot locate any previous email under your information details.
I see here your order has been delivered on March 6th. Should this not be the case, please send us an email and we'll be happy to offer you solutions in sorting it out.
February being our busiest month, we've had experience delays with the orders. That being said, we have already taken note of these to make sure we can avoid such circumstances from happening again.
Let us know if there is anything we can do for you.
Best regards,
Natalie
in love with my blanket hoodie
in love with my blanket hoodie, it's perfect. delievery took a few days but with tracking i was aware of what was happening, would order again x
May 13, 2021
Reply from Love By Letterbox
Hi Sarah,
We are very pleased to hear you are in love with your blanket hoodie!
For items we hold within the UK, our delivery time is within 3 days - which applied to your hoodie. However, I have taken this into account and we will be looking into adding a next day delivery option.
Have a lovely weekend!
Best regards,
Cyrus.
Poor quality
Bought the oversized hoodies. First one had three yes three holes in it. Took them nearly three weeks to get back to me and fair enough they replaced it but still the next one that came had a hole in it. The quality is shockingly bad and certainly not worth over £30!! Keep your money
May 13, 2021
Reply from Love By Letterbox
Hi Sheila,
Thank you for leaving your review. I apologise for your experience and have looked into our conversation history about the damaged hoodie and then the replacement also being the same.
I have passed on this information to the production team to better assist them during peak times - your order was in February, one of our busiest times of the year. However, we will be better prepared to catch this before adding to stock next time!
I have just sent you an email to see if there is anything we can do about the replacement hoodie that has the hole in it.
Best regards,
Cyrus.
Over 3 months order not received
Ordered an item for valentines day and still has not turned up. No response to my emails. Wish I had searched the company on here before I placed the order. Would like a full refund and a response.
May 6, 2021
Unprompted review
Reply from Love By Letterbox
Hi, Dev!
I'm Natalie from Love By Letterbox.
Thank you for taking the time to write us a review.
We care about your experience and so on behalf of the whole Love By Letterbox team, we are deeply sorry you've not receive your order and responses to your email.
Our email system has been recently updated and I apologize if you have had difficulty reaching us.
We want to make this right with you. One of our support team members will reach out to you within the day and have this concern resolved for you.
Stunning, beautiful thank you
we lost our dog 3 years ago 3 days before my daughters 18th birthday, my daughter stayed with me while our little dog was put to sleep, I Brought this as a little gift on the anniversary of loosing her. My daughter burst into tears when she opened it and she loves it so much. The photo does not do it justice, everything is absolutely perfect thank you so much.
May 3, 2021
Unprompted review
Reply from Love By Letterbox
Hi, Sallie!
Please accept our sincerest gratitude for your kind words. Thanks for sharing them with the community.
I and the rest of the Love By Letterbox team are so pleased that our product has allowed you to keep a record of the lovely memories your daughter has with her beloved dog.
Moments like this make everyone's hard work worthwhile and motivates us to continue helping our customers give special gifts to their loved ones.
We look forward to hearing from you again soon and if there is anything more we can do for you, do not hesitate to contact us via email at support@lovebyletterbox.co.uk.
Please send our warmest regards to your daughter.
Enjoy your week, Sallie!
Best regards,
Natalie
The product was delayed at customs for…
The product was delayed at customs for over a week making the "7-15 day" delivery time 20 days and therefore late as a birthday present. The spotify code does work so I have no issue with that at all, but the product is smaller than expected. The tag has also fallen off the keyring a couple of times, so again, a little disappointed with the quality, especially for the price paid.
April 27, 2021
Reply from Love By Letterbox
Hi, Guy!
Thank you for leaving us an honest and detailed review of your recent experience with us.
I'm very sad to hear your order arrived later than expected and that the quality did not hit the mark for you.
Delivery schedules can sometimes change and we sincerely apologize for that.
I was informed one of our support team has already reached to you and offered assistance in sorting out your concern. I hope the email has reached you well.
Rest assured, our team will work on you and help you see through this.
We look forward to hearing your reply to our email.
Best regards,
Natalie
This is a scam!
This is a scam! Check their "business" address, the Lost Mail Services address says it all... Those bears are from ali-express or alibaba, and come all the way from china. That's why it takes up to 3 weeks to receive the parcel. Some won't receive it at all. Mine came damaged and it took ages to arrive. Someone's just sitting at home and stealing the money. Simply terrible
April 26, 2021
Unprompted review
Reply from Love By Letterbox
Hi there, Lizzy! I'm Natalie from Love By Letterbox.
Thank you for taking the time to write us a review. I am very sorry to hear that your order arrived late and damaged.
All of our products undergo multiple inspections and are carefully crafted. I understand products sometimes get damaged while in transit. We do advise couriers on how to properly handle all products. However, should these kinds of incidents happen, we are always happy to process a refund or arrange a return and refund. I'd be happy to personally see through this. However, we do not see any information that could help me locate your order and contact you.
In addition, we directly work with our suppliers. Our main objective is to stay sustainable and to achieve this, we have no inventory and make items only when they are ordered. It is something that is widely being used in many types of businesses.
You will find all delivery terms clear on our shipping policy, and we regret you feel that way.
The majority of our orders arrive within our average delivery timeframe, 6-17 days --which is stated on our website. However, occasionally, they can slip out of the time period. That means they can arrive later or earlier than expected.
I understand this can be frustrating and we apologize deeply for the inconvenience caused. Like we have told customers here on Trustpilot, we are working on fulfilling products directly from our home here in the UK.
Please feel free to contact us at support@lovebyletterbox.co.uk whenever and our support team will be happy to work with you in resolving all your concerns.
Omg I ordered over a month ago an have…
Omg I ordered over a month ago an have had nothin!!! Tried emailing undelivered scam maybe who knows but I want my money back!!
April 21, 2021
Unprompted review
Reply from Love By Letterbox
Hi, Kala! I'm Natalie from Love By Letterbox.
I'm very sorry to hear that you have still not received your order. I understand how this can be very frustrating on your end.
Our most sincere apology as well for the difficulty in trying to contact us. We've recently updated our email support system. You may reach us via email at support@lovebyletterbox.co.uk.
We'll be happy to assist you in resolving your concern as quickly as possible!
I recently purchased an item from this…
I recently purchased an item from this page. I got an email with the tracking number. I have tried to follow up on the item and anytime I try tracking the item the results I keep getting is "tracking number not found" I have sent emails but no response from the supplier. Kindly give us better customer service delivery
April 20, 2021
Unprompted review
Reply from Love By Letterbox
Hi there, Gilbert!
Thank you for taking the time in leaving us a review of your recent experience with us.
I'm very sorry it has not been the most ideal. We appreciate you bringing this to our attention and this will give us a chance to evaluate what we need to improve on.
Perhaps you have tried contacting us thru our old email support address. We have just finished updating our new email support system and you can contact us at support@lovebyletterbox.co.uk.
Having said that, please feel free to send us an email and we can discuss this matter further and certainly offer you the best possible solution.
Best regards,
Natalie
DISGUSTING, UNPROFESSIONALS, TIME WASTE
First of all the order came after 2 months. Hardly any response. When the order arrived, it was broken and also had HUMAN HAIRS on this item, many places around the teddy bear that I ordered. ABSOLUTELY DISGUSTING! I contacted them on email, after few attempts, only one reply saying there are sorry and will either refund or send new one out. After that no reply what so ever, have sent like over 10 emails, no reponse and now the email does not even send!! DO NOT BOTHER WITH THESE GUYS!! Waste of time and very unprofessional.
April 19, 2021
Unprompted review
Reply from Love By Letterbox
Hi, A! I'm Natalie from Love By Letterbox.
Thank you for sharing your recent experience with us.
We deeply apologize that your product arrived terribly late and that it has arrived damaged.
This is definitely something we do not want to hold ourselves to. However, we do understand unfortunate circumstances can arise.
Due to the ongoing COVID-19 pandemic situation in the UK, delivery schedules may or may not be closely followed. We understand that the current conditions can be frustrating, but we are also dedicated to conducting our business operations as safely as we can for our employees and, ultimately, for our customers. We hope that you will be understanding of our situation during this unprecedented time.
As for the damaged bear, our products undergo multiple inspections before they are shipped out.
However, if you see a hair, it could well be a thread belonging to the sewing machine that made the ribbon on your bear's neck. This could have happened for several reasons, but we want to reassure you that they are not human hair.
Our support system has just finished upgrading and apologize you've had difficulty trying to contact us for some time. Rest assured that our normal response times are now back to normal.
Moreover, I see here one of my colleagues from the support team has recently helped you with regards to your concern. Again, we apologize your experience with us has not been very good.
But please feel free to contact us if there is anything else we can help you with.
personalised paint by numbers
I bought a personalised paint by numbers, which gets a full 5 stars as a product, it's amazing and really reasonably priced. The canvas comes with your photo printed on, all the paints you need mixed up, the key printed several times and even som paint brushes so you have everything you need to create your painting. The only reason I gave it a four star is because it takes 3ish weeks to arrive and I was so excited to get started. I've now done two and they're framed in my home, I'm delighted with them.
April 17, 2021
Reply from Love By Letterbox
Hi, Carla! I'm Natalie from Love By Letterbox.
Thank you for taking the time to share with us your awesome review! The whole Love By Letterbox Team is very thrilled to know about how much you enjoy and love our Personalized Paint By Number Canvas! I personally love this too as i find it very delightful as a hobby during my free time.
I'm very sorry that your order arrived late. We're currently in the process of setting up a UK fulfillment center and our goal is to lessen the delivery timeframe to only 3-4 days.
We thank you for your support and hopefully, we can do business again very soon!
Absolute scam
Absolute scam! Send out a fake tracking number and needs to go through PayPal for a refund! Avoid!!!!
April 16, 2021
Unprompted review
Reply from Love By Letterbox
Hi, Hannah! I'm Natalie from Love By Letterbox.
Thank you for leaving us a review and bringing this to our attention.
We're very sorry you've had difficulty tracking your parcel and requesting for a refund.
Tracking may not work right away while the parcel is still being delivered to the UK; it is why we offer customers an alternative tracking link should these difficulties occur.
We'd be more than happy to follow up on your order and let you know how it's progressing. Furthermore, we'd be delighted to learn more details about your concern.
Please feel free to email us at support@lovebyletterbox.co.uk and we will get back in touch with you right away!
I didn’t not receive my order I ordered…
I didn’t not receive my order I ordered in advance for Mother’s Day.... it’s now April
April 14, 2021
Reply from Love By Letterbox
Hi, Anderson!
Thank you for your feedback.
I'm really sorry your order did not make it in time for Mother's Day. I understand the item was for a very special day and we truly regret we weren't able to make it happen for you.
We'd love to know more details about your concern via email. I will personally endorse your concern to our support team and have you prioritized so you'll have this issue resolved right away.
Best Regards,
Natalie
Took ages to come
Took ages to come I forgot I even ordered it because it took that long
April 13, 2021
Reply from Love By Letterbox
Hi, Callum!
I'm Natalie from Love By Letterbox.
I would like to sincerely apologize for the length of time it took for your order to arrive.
Due to ongoing COVID-19 pandemic conditions, the delivery schedule may not be closely followed. We know these conditions can be frustrating but we are also dedicated to conducting our business operations as safely as possible for our couriers and, in turn, customers.
We have a dedicated support team that is there to assist you via email in resolving any issue that comes up and will give you the best solution possible.
UPDATE, STILL NOTHING
Still no parcel or possibility of a refund. Worst company ever
April 13, 2021
Unprompted review
Reply from Love By Letterbox
Hi Mrs. Puzey!
Thank you for leaving us a review and bringing this to our attention.
I am truly sorry that you are still waiting for your order to reach you. I understand how frustrating that must be for you.
I would be happy to personally look into this for you and assist you in resolving this matter.
Our mailbox is open, so I'll be glad to hear more details regarding your concern and offer the best possible solution.
Best regards,
Natalie
Terrible service
Terrible service
Order placed 29th jan for delivery before Valentine’s
Several emails unanswered.
I asked for money back and all of a sudden delivered
Shocking
I and all my family will never use or recommend you
April 12, 2021
Reply from Love By Letterbox
Hello, Richard!
Thank you for taking the time to write us a feedback.
I'm very sorry to hear your recent experience with us has not been pleasant.
We sincerely care about the customer experience and regret that our service fell short. Rest assured we will learn from this and do everything possible to ensure that this doesn't happen again in the future.
I understand it may be too late to reconcile. But if there is anything we can do for you to earn your business back, we will be happy to discuss it with you via email at support@lovebyletterbox.co.uk.
Best regards,
Natalie
Reply from Love By Letterbox
Hi, Ellie! I'm Natalie from Love By Letterbox.
Thank you for leaving us a review and for bringing this to our attention.
I'm very sorry to hear you're still waiting on some of your items.
Our support team will be happy to assist you in locating the rest of your order and offer you the best possible solution should there be any more concerns with your order.
Kindly email us at support@lovebyletterbox.co.uk
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