Made Personally Reviews 202

Reply from Made Personally

Sep 4, 2025

Hi Ashley,

I'm sorry to see you have left a 1* review. It's a real shame to see this was written within minutes of an email being sent - giving me no opportunity to respond or discuss the matter with you before a review was composed.

Firstly I just wanted to acknowledge about responses to emails. Emails that are sent out of hours are of course responded to at the earliest opportunity the next working day. In fact, many emails and correspondence where possible are even replied to out of hours. In this case, I can see you had emailed on 4 occasions - on three occasions you had a reply within 10 minutes (despite being out of hours), next day, and same day. There was one instance we're an email was missed, my apologies, and you had sent a chaser 5 days later - having recognised this, the follow up email was replied to within 3 minutes.

With regards to the delay, this had been explained in emails. I fully appreciate the time sensitivity of all orders placed and have been working as quickly as possible to ensure any item impacted by a delay dispatched as quickly as possible. Please note, I do run the business entirely by myself and work tirelessly to help all customers, especially where something doesn't go as planned.

With regards to the quality of the item - all items are quality checked during the print process. In the case of the lunch bag you purchased, the printed part (lid) has to actually be fully removed for printing - during this, lunch box lid/cover is fully removed, then re-attached - at this time the zip naturally is checked in order to be able to remove and then re-attach the printed lid. The zip element you have shared a photo of - is designed this way for removal of the printed lid during cleaning.

I am aware you have sent a few photographs of the lunch bag - but these all appear show the zipper was attached and in perfect quality. The lunch bag is an item that has been sold many times, and indeed my children have the same lunch bag and have not had any issues with the zip. If an issue is was present during removal of the lid for printing, the item is replaced before being made.

Unfortunately, the item is as expected and the photos you have sent seem to confirm this.

I'm sorry if this is not the response you expected and again it's a shame I didn't have an opportunity to discuss this with you before you had composed a review.

Kind Regards

Reply from Made Personally

Aug 27, 2025

Hi Rachel, I'm sorry to see you have left a 1* review. Unfortunately I cannot ascertain from this review which order your order relates to. I've taken a look under "Rachel" but cannot see any recent orders or emails under this name.

With regards to company status, I'm not sure what information you are looking but can assure you that the business I run is not in the status of "dissolved". Any information you may be looking at is certainly relating to another business.

Kind Regards

Reply from Made Personally

Aug 27, 2025

Hi Gina,

I'm sorry to see you have left a 1* review. I wanted to take the opportunity to clarify some points. Firstly, just to note - I am a "she" not a "he" and have not given you any reason to make such an assumption.

As per our email exchange, the estimated dispatch date was clear when you placed the order and you accepted these when placing the order. These dates had already been adjusted to compensate for me taking a summer break with my family.

As you have stated, your order had an estimate of 15th - 20th. You emailed on the 18th asking for an update on your order, you had an auto reply to this advising that I had been on a break from 7th - 14th. I confirmed your order was in print processing and due to be dispatched in the estimated window, which again was shown to you when ordering and you accepted this when placing your order. I advised that your order was expected to be dispatched on the 19th.

Missing from your review, is that your order was subsequently dispatched on the 19th and this was on time within the estimated dispatch window. After this, until this review today, I did not receive any further contact from you regarding the order

Upon investigating with Royal Mail, despite dispatching within the estimate - Royal Mail had taken from the 19th to the 26th to make the first attempt of delivery, and then attempted a second time on the 27th. The order was dispatched in time to arrive by the date you needed the order, but Royal Mail have let us both down, which again you fail to mention instead you seem to suggest that this had been a fault of mine.

To clarify - you were presented with an estimated dispatch when ordering which you accepted when placing the order. You queried the order and the estimate was confirmed. Your order then dispatched on time within the estimate.

As I'm sure you will understand, once the parcel has been handed to the courier I cannot control the delivery times. I also cannot of course be aware of an issue or look into a matter unless I am notified by the customer. If you wish to raise a complaint with the delivery, I'd encourage you to raise this with Royal Mail as on this occasion they did not meet the delivery timeframe expected.

Kind Regards

Reply from Made Personally

Updated Jul 31, 2025

Hi Jasmine,

I'm sorry to see you have left a 1* review. This comes after I replied to your email earlier this afternoon which is disappointing to read.

To clarify a few points from our correspondence:

You acknowledged in our email exchanges that the order was placed last minute and that you had misread the estimated delivery timeframe. The dispatch estimate did in fact overlap with the date the item was needed to be delivered. Your order dispatched on time within the estimate, 1 day earlier in fact than the end of the estimate. As such unfortunately whilst the order was dispatched on time - it arrived later than you had needed the order. Regrettably you only informed of this after the order had arrived.

As per our emails, a refund wasn’t refused — instead, I offered a resolution to remake and resend the items with updated personalisation. I also provided a prepaid return label to be able to return the order.

Your email following up on the status of this was unfortunately missed — for which I apologise — but I responded promptly within 15 minutes when you followed up again today, having recognised the issue hadn’t yet been fully resolved.

Kind Regards

Reply from Made Personally

Jul 29, 2025

Hi Sharni,

I'm sorry to see you have left a 1* review.

As mentioned in my response to your message on 13th July, your order was processing slightly later than the estimated dispatch window. This was explained at the time, and I confirmed that I was working through all orders as quickly as possible. Your bottle has since been dispatched, and a dispatch confirmation email was sent earlier today.

Your follow-up message was received outside of business hours this weekend. As I run the business by myself, I hadn’t yet had the opportunity to reply before seeing this review come through.

While I understand delays can be frustrating, the order has been fulfilled, and the processing delay was communicated promptly when you reached out.

I do appreciate your patience.

Kind regards,

Reply from Made Personally

Jul 27, 2025

Hi Alison,

I'm sorry to see you have left a 1* review.

I completely understand your frustration regarding the wording on the pyjamas. As explained in our email correspondence, the design you received did match the product images that were displayed on the website at the time you placed your order — including the duplicated word. While I fully acknowledge this was an error in the design itself, it was unfortunately visible in all of the listing photos at the time. I corrected this as soon as you brought it to my attention.

Regarding the reporting of an issue, I have a 14-day policy for raising concerns, which is in place to ensure consistency and fairness across all personalised orders. Your order was delivered on 28th June, and I didn't receive any contact from you until the 22nd July — this unfortunately falls outside of the returns period. As noted in your email too, this was also the day after the item would have been intended to be worn, given the nature of the "When I wake up" design.

I’m sorry I wasn’t able to offer a resolution at that stage. As you mentioned, you did check the order on it's arrival. Unfortunately you hadn't reported the issue until after 14 days and after also after items may have been used. Had this been reported within 14 days I would have of course arranged a replacement for you.

In terms of product reviews, these are managed and published independently through the platform I use and not manually controlled by me — they may take some time to appear once submitted.

Kind regards

Reply from Made Personally

Jul 27, 2025

Hi,

I'm sorry to see you have left a 1* review.

Unfortunately I’m unable to identify your order from the review details alone, please could you get in touch directly with your order number or the name/email used at checkout? I’d really appreciate the opportunity to look into this further and resolve the issue for you.

You can email to info@madepersonally.co.uk or via the contact page on my website (which includes an email contact form and WhatsApp contact details).

Kind regards,