Made Personally Reviews 202

Reply from Made Personally

Apr 10, 2026

It’s disappointing to receive this review, unfortunately not surprising given your forewarning in our message exchange. Please note that like many businesses, machinery can break and fixing these types of problems (particularly as a small business) can be very time consuming and impact many orders. Circumstances such as this are entirely unforeseen and my response to your query about the status of your order was certainly nothing other than transparent and apologetic.

With regards to your order. You placed an order for a personalised fridge magnet on 01/04 with an estimated dispatch of the 03/04 - 07/04. These dates were clearly shown to you at the time of ordering and are on your order confirmation and is not a guarantee.

You first contacted me on the 01/04 when you had placed the order with this message,”Hi just wanted to make sure you got my order for the fridge magnet and the personalised picture to go on the front.Order number was 23045I really need it ASAP (Like everyone else probably)Thanks”. I responded back that very evening with your estimated dispatch dates and advised that once your order has been made and is ready for dispatch you would receive an email with your Royal Mail tracking information. At no point was you “assured” dispatch by these dates. I also must mention that on this first message exchange you did not express the importance of needing it by 11/04.

When you contacted further on the evening of Thursday 09/04 (18:11) to request an update this was your message - “Hi Can you confirm if this has been dispatched yet I really need it for Saturday”. I responded, again the same evening and outside of normal working hours, to provide a prompt and honest explanation. Unfortunately, an unexpected fault with essential printing equipment earlier this week caused a delay with your order. I provided a full and transparent update on the status of your order. In your review you state you contacted myself to repeat the importance of receiving the item by the 11/04. Unfortunately this is factually incorrect, as this information was only shared yesterday evening for the first time. Had this date been disclosed earlier I would have of course done everything possible to expedite the order. Given this new information and the short time to which the item was needed - I explained that I would do everything possible to have your order dispatched tomorrow (now today) to arrive with you in time.

Despite numerous replies and explanations late into the evening - This continued to be met with constant abuse and demands of an immediate refund. After my final response given it was now past 9 o'clock at night, and despite explaining in previous responses that a further reply would be sent when returning to working hours - I then continued to receive repeated messages pursuing a further response late into late evening, 21:06, 21:09, 22:13, 22:13, 22:14.

With regards to the quote you have pasted from our message exchange – this is missing important context. This was not the update given, but a section of message which you have selectively quoted. This was a response to your messages claiming that I had that I was also an AI/Bot due to the speed of my response.

It soon became clear, once I had explained that I was responding at the same time as putting my children to bed - that it seemed regretfully clear you had a problem with me being a business woman, as the constant barrage of messages and the aggressive tone that I received was simply unacceptable.

You state that I refused a refund - I’m afraid this is entirely made up. At no stage was a refund refused. When you requested a refund it was now late in the evening in our message exchange, I confirmed that this would be actioned and resolved within working hours. Before I had the opportunity to do so, you advised that you contact your bank and post this review.

While I understand your frustration, this review does not fully or accurately reflect how this matter was handled.

Reply from Made Personally

Mar 28, 2026

**For transparency for customers reading this: I do not actively subscribe to or invite reviews on Trustpilot. I use a separate independent review provider, and verified customer feedback is published directly on my website.**

You are correct in anticipating a detailed response—when a review presents an incomplete or inaccurate account of events, I will take the time to respond properly and factually. As referenced, I run the business independently, and for that reason it is important that prospective customers are provided with a clear and accurate account of the situation.

Your order had an estimated dispatch window of 20/03–24/03, and it was dispatched on 26/03. Upon dispatch, you were automatically sent confirmation via email, including full tracking details, and you will also have received updates directly from the courier via SMS/email. At the time of writing your review, your order had already been dispatched and this was known to you.

You state there was “no proactive communication,” however you contacted me on 25/03 and received a reply within minutes. You then sent a follow-up message on 26/03, which was responded to within 30 minutes, with a further reply also answered within 30 minutes. Messages were not ignored at any stage, although this was specifically raised as a concern in your WhatsApp messages.

You also reference the length and tone of responses. You initially requested a “clear and honest update” and a “realistic timeframe.” In response, I provided a thorough and transparent explanation. It is contradictory to request detail and then criticise the level of detail provided.

It is also important to note that in your final message you explicitly requested no further communication aside from confirmation of dispatch. This was respected.

Your comment stating you “dare not chase in case of further delays” is inaccurate, as the order had already been dispatched and no further delay was occurring.

Estimated dispatch windows are clearly stated as estimates and not guarantees. While I always aim to meet them, occasional slight delays can occur, particularly with personalised items. This was a two-day delay beyond the estimate, not an indefinite or uncommunicated delay.

I fully stand by both the handling of this order and the communication provided. Every message was responded to promptly, and all information given was accurate and transparent. In addition, as you are already aware - your order is with the courier and on route for delivery.

Reply from Made Personally

Mar 27, 2026

**For transparency for customers reading this: I do not actively subscribe to or invite reviews on Trustpilot. I use a separate independent review provider, and verified customer feedback is published directly on my website.**

This matter has already been responded to in detail on the original review, and it is disappointing to see a second 1* review submitted from a separate profile regarding the same order. This appears to have been done, intently and unfairly, to present it as a new review, including accusations of “lies,” which is simply not the case.

As previously explained to your partner, the parcel was held in customs on 20/03, and notification of any customs charges is the responsibility of the courier, in this case An Post, who issue this via email/SMS. This information is also visible via the tracking link, which is provided at dispatch both by myself and again by the courier. I have contacted AnPost who have confirmed this.

I am not responsible for the shipping or customs process and cannot be held accountable for any charges applied, nor for delays caused by customs or any delay in those charges being settled. As stated the customs where applied on the 20/03 , notified to you on the 20/03 and was not paid until the 23/03.

The order was clearly placed as an international shipment from the UK to Ireland, and all tracking updates were available throughout. Communication was provided, including multiple email responses and a goodwill refund issued prior to delivery.

To summarise: the order contained two items — pyjamas required by 23/03 and a hoodie required by 24/03. The parcel was held for customs charges on 20/03, which were not settled until 23/03, after which the parcel was delivered the following day. Had these charges been settled earlier by you, their is a good chance that the order will have arrived in time.

Despite this, on 23/03, and before delivery had even taken place, I issued a full refund for the pyjamas as a gesture of goodwill. The parcel then arrived on 24/03, meaning the hoodie did in fact arrive in time.

It is also worth noting that neither review acknowledges that part of the order was successfully delivered on time.

Reply from Made Personally

Mar 24, 2026

Hi Danielle,

I’m sorry to read your review and would like to clarify the situation.

With regard to contact, we have had multiple email exchanges across various dates, with only one email missed. Responses were not made in relation to, or because of, the prospect of a review — in fact, the first mention of a review was in your email sent today after the order arrived. You also received an invitation to leave a review, which is automatically sent to all customers regardless of their experience or situation.

I acknowledge that your order was dispatched later than originally expected, this was due to an issue with stock which we discussed in email earlier this month. Regardless, the parcel was dispatched with sufficient time to arrive before the required date. Unfortunately however, as I explained in email, the parcel was held in customs from 20/03, with notification of customs charges sent - but the charges remained unpaid until 23/03. The parcel was processed by the courier immediately after payment and delivered the next day. Had these charges been settled earlier, the parcel will have been released sooner and arrived in time. As explained, I of course cannot be responsible for the shipping time, especially the customs time frame and process. The fact does remain however that if these charges had been settled earlier, the parcel would have been processed in time and delivered by 23/03.

As a gesture of goodwill, and before the parcel had even been delivered, I issued a full refund for the pyjamas, given their intended use for a specific date. The parcel was then delivered on 24/03, meaning the hoodie did in fact arrive in time.

With regards to one of the items turning out to be incorrect - my apologies about this. This was due to a rare dispatch error, and the other customer involved has already been contacted to resolve this.

As above, the hoodie had arrived in time for the birthday and regardless of the pyjamas turning out to be mixed up with another parcel - I had already issued a full refund for this item in anticipation that it may arrive later than you had expected.

Kind regards,

Reply from Made Personally

Feb 22, 2026

**For transparency for customers reading this: I do not actively subscribe to or invite reviews on Trustpilot. I use a separate independent review provider, and verified customer feedback is published directly on my website.**

I am extremely disappointed to read this review, particularly after the profanity and abusive language I received via WhatsApp.

You placed an order on 29th January 2026 with a clearly displayed estimated dispatch window of 04/02/2026 – 09/02/2026. This information was shown at checkout prior to purchase. These dates refer to dispatch, not delivery — despite this being explained multiple times, you continue to refer to them as delivery dates.

You advised only after placing the order that the items were required by 7th February. As 7th February fell within the dispatch estimate window — not after it — there was never any guarantee that the order would arrive by that date. The timeframe was clearly visible before ordering.

Your cancellation request was made outside of my 24-hour cancellation period, which is clearly stated in my Terms & Conditions. Despite this, I processed a full refund as a gesture of goodwill.

Once a refund is processed on my system, the funds are handled by the payment processor and your bank. This stage is entirely outside of my control. As you raised a dispute with your bank, I also escalated the matter with my payment provider to formally trace the transaction.

It is also important to address the tone of communication I received. Following confirmation of the refund, I received multiple messages containing profanity, personal insults, and accusations of dishonesty. I do not — and should not be expected to — tolerate abusive language toward me or my business. Throughout all correspondence, my responses remained professional and factual.
The continued reference to an “estimated delivery” date is incorrect. It was an estimated dispatch window. This distinction was explained multiple times.

I categorically refute any allegation that I have lied or acted dishonestly. All timelines were clearly displayed, my policies are publicly available, and a refund was issued despite being outside of policy.

I always aim to resolve matters professionally and fairly. However, I will also defend my business against false and defamatory statements.

Reply from Made Personally

Feb 17, 2026

This review contains several factual inaccuracies which need to be corrected.

The order was placed on 2 January with an estimated dispatch window of 8–13 January. The order was dispatched on 13 January, on time, and a dispatch confirmation email was sent.

No contact was made until 26 January at 11:00, when a WhatsApp message was sent. An automated out-of-hours reply was issued immediately, followed by a personal response at 17:57 the same day, confirming the issue would be raised with Royal Mail. This is standard procedure, and investigations of missing parcels can take up to 30 days, which is still ongoing.

Further messages were sent on 4 February (missed) and 6 February. Before any reasonable time was allowed for a response on 6 February, defamatory comments were posted on social media. Despite this, a response was sent at 15:43 on 6 February, followed by a back-and-forth exchange of nine messages the same day.

The claim that messages were ignored or that no communication was provided is therefore incorrect. Responses were given, but not instantly — which is not the same as being “blanked”.

It is also inaccurate to suggest that a response was only provided because of social media comments. No reasonable response window had elapsed before those comments were made.

As explained, missing parcel claims must be investigated before a refund can be issued. That process is still in progress.

Accusations of “scamming” and “taking money without sending goods” are demonstrably false given the confirmed dispatch, documented responses, and ongoing investigation.

This response is provided to correct the record for anyone reading this review.

Reply from Made Personally

Feb 15, 2026

Hi,

I’m sorry to read your review, but several points need to be clarified as they are not accurate.

In your initial email, you stated that the order was “slow” and would arrive later than you needed. I provided a prompt update that, at the time of contact, the order was not late and was actually still within the estimated dispatch window shown at checkout and in your order confirmation.

I'm sorry you feel you was "bombarded" with emails - you had only had emails in responses to the questions and queries you sent me. You in fact sent 4 emails, all of which was responded to within minutes and yes, indeed, out of hours. I replied promptly and politely with accurate updates. My responses were simply factual to the questions you asked.

You actually explicitly asked, “Please tell me why it’s not clear” regarding items being made to order. My response was therefore factual and directly addressed where this information is displayed — on the website, during checkout, and in the order confirmation. This was not intended to be unhelpful, but to answer the question you asked.

Unfortunately, the fact that the order would arrive later than you required is not something I could control. When you placed the order you had full visibility of the estimated dispatch timeframe - however made no prior contact to request expediting, and no faster delivery option was selected.

Once you advised that the item would no longer be suitable for your needs, I cancelled the order and issued a full refund immediately to avoid any disappointment.

I always aim to be transparent, fair, and responsive, and it's a shame that you have misconstrued this as anything but assisting you and answering your queries.

Kind regards