Made Personally Reviews 202

Reply from Made Personally

Jun 26, 2025

Hi Ruth,
I'm sorry to see your 1-star review and to hear that your daughter is upset — I completely understand how disappointing that must be.

Firstly, my sincere apologies for missing your emails. I’ve looked back and can see that your first message was sent outside of working hours on 16/06, which I unfortunately missed, and your second email arrived just earlier this week on 24/06. I hadn’t yet had a chance to respond before your review was posted.

With regard to your order, as outlined in my returns policy (https://www.madepersonally.co.uk/returns-refunds/), any issues with an item must be reported within 14 days of delivery. In this case, your first contact was made 24 days after the item was delivered, which unfortunately falls outside of that timeframe.

I’ve reviewed the photos you sent and can see that parts of the lid’s closing mechanism have broken away. Each bottle lid is removed and tested during the print process, so I can confirm it was in good working order prior to dispatch. The nature of the damage shown suggests breakage rather than a manufacturing fault.

As this falls outside the returns period and appears to be due to accidental damage, I’m afraid I’m not able to offer a replacement. I will also follow up via email to ensure this response reaches you directly.

I’m genuinely sorry this wasn’t the outcome you were hoping for, and I appreciate you taking the time to share your feedback.

Kind regards,

Reply from Made Personally

Jun 24, 2025

Hi Katie,

I'm very sorry to hear you were disappointed with your experience. I always aim to meet or exceed the estimated dispatch times shown at checkout, but as noted on the site and in my earlier messages, these are estimates — not guarantees — and occasionally delays can occur.

Your order was progressing through my production process, and I was in the process of replying to your follow-up message with an update when the payment dispute was opened. This action automatically put the transaction on hold and prevented me from dispatching the item.

As explained in our email exchange, your order was indeed in process — albeit slightly delayed, as previously communicated. Today was the first time you mentioned the required delivery date, and it’s a real shame, as there was still time to potentially resolve this for you. However, you requested to cancel the order, and during our correspondence, you confirmed your wish for a refund. Despite the personalised nature and production stage of the item, I respected your request and issued a full refund.

Kind Regards

Reply from Made Personally

Jun 9, 2025

Hi Simone,

I'm sorry to see you have left a 1 star review. I was disappointed to see this with specific note around not receiving a response. Upon checking my emails it seems that the email you sent yesterday morning at 00:36 was the first contact you have made about your order. This was of course a Sunday, and a non working day. I also run the business by myself and whilst I try to reply same day where possible, I try not to response over a weekend as I'm spending time with my family.

With regards to your order your order had an estimate dispatch of 29/05/2025 - 03/06/2025. It seems you may have unfortunately misunderstood this as a delivery date. In addition, this is also an estimate not a guarantee. My apologies for the extended processing time past the estimate.

I have of course emailed you directly with this update also, if you have any queries please do reach back out.

Kind Regards

Reply from Made Personally

May 26, 2025

Hi Megan, it's regrettable to read your 1* review. Unfortunately despite responding within minutes, out of hours in the early hours on a non working day going out of my way to try help - that you felt the need to write this review. Whilst you reference a small number of reviews, you'll also have had the opportunity to read all the other positive reviews far outweighing the negative. I'm sorry you continue to feel that I was rude, or argumentative. Unfortunately I needed to clearly facts of your order which, would only not arrive in time regrettably due to your misunderstanding of the information presented to you.

I do want to clarify a few points to avoid any misunderstanding for future customers:

📝 All items at are made to order and have a processing time before dispatch. This is clearly shown on each product page, in the basket, at checkout, and again in the order confirmation. The date shown is an estimated dispatch date, not a delivery date. I make every effort to display this information in multiple places to avoid confusion, and I’m always happy to answer questions if there’s any uncertainty.

Your order was placed on 19th May, with an estimated dispatch of 23rd–28th May. You contacted me on the 26th May (a bank holiday Monday), which was within this estimated timeframe. While I completely understand the frustration that comes from an order not arriving for when you hoped, it’s important to note that your order was still within the correct processing times and had not yet reached its estimated dispatch deadline. There was no prior expectation given your order estimate and the delivery service you selected that your order would arrive by the date you had hoped.

When you contacted me, I offered the option to amend your order design as a goodwill gesture, but as the order was already in the print process, I couldn’t cancel or refund at that stage.

I always aim to provide a helpful and transparent service and am sorry if my responses came across as anything but that. My goal is to ensure every customer has a positive experience, and I’m saddened of your interpretation of your experience.

If you require any further assistance about your order, please do get in touch.

Reply from Made Personally

Updated May 14, 2025

*Update* Hi Karis - thanks for the update to confirm the refund has been processed. Once again I'm sorry it took a few days to get a reply - as I say, it can take a little while to respond sometimes. Rest assured, all emails are replied to as quickly as possibly and I also have other channels available such as WhatsApp and social media should yourself or any other customer need to contact. I'll always reply as quickly as I can. I'm glad that this is now resolved. Kind Regards

Hi Karis - I'm sorry to see you have left a 1* review. As you will know, you sent an email late Friday evening followed by a chaser late Monday night. Please note that whilst I aim to reply same or next working day to all contact - it can sometimes take a little longer especially when contacting out of hours. I run a small business and responses can take a little time - rest assured you would have received a response with an update at the earliest opportunity and my apologies I was unable to come back to you sooner.

With regards to your review - your order did have an estimate dispatch but please note as per your order confirmation email and the information on the website when ordering - this is an estimate not a guarantee.

I have responded to your email and gone ahead with cancelling and refunding your order as requested. If you require any further assistance please do get in touch. Kind Regards

Reply from Made Personally

Apr 23, 2025

Hi Richard - It's a real shame to see you have left a 1* review. As you know, you contacted for the first time since ordering on Saturday 19th over the bank holiday weekend. Having not yet had a reply by Wednesday (only the 2nd working day after your email) you sent a WhatsApp. Having recognised that you emailed over the bank holiday weekend, which I hadn't yet had the opportunity to respond to - I ensured to reply immediately, within 1 minute in fact, to provide you with an update.

Following this, you then submitted this review which unfortunately contains misinformation - as you have had a response. With regards to the dates, I'm afraid you have misunderstood the information you had been provided. Your order was not due to be delivered by the 16th nor was you ever informed this. Your order did have an estimate dispatch window, which as all items are made to order is an estimate - not a guarantee.

I provided an update to you about your order this morning - but following your review, deformation and note that you will be opening a chargeback - I have gone ahead and issued and cancelled the order and submitted a refund.

Kind Regards