Made Personally Reviews 202

Reply from Made Personally

Sep 18, 2024

Hi Katie,

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

As you have mentioned we first had a message exchange on the 9th where I had messaged back same day, and then ensured out of hours on the evening to provide an update on your order. You then reached out today at 08:53, chasing again at 09:55, followed by a message at 19:07 alerting me you we're writing a Trustpilot review.

As per my response, it's unfortunate that you had not provided a fair opportunity for me to reply before writing this review which says you sent a WhatsApp with no response - by time you submitted this review (19:07) you had not given a fair chance for me to reply.

As per my message this evening, your order was completed ready to dispatch but given your dissatisfaction I have already gone ahead and issued a full refund in order to resolve this situation.

Kind Regards

Reply from Made Personally

Updated Sep 11, 2024

Hi Joanne,

I'm sorry to see you have left a 1* review. I've searched all orders under the name of Joanne but can't find any contact regarding any of those orders or relating to a refund - as such I don't believe those orders relate to yourself.

I have flagged this review to Trustpilot to request further information, but Trustpilot have advised me this hasn't been responded to. I have now flagged this review as I do not believe this is based on an ordering experience with my business.

If you have ordered, please get in touch and provide your order details so I can review the status of this.

Kind Regards

Reply from Made Personally

Sep 6, 2024

Hi Kristina,

I'm sorry to see you have left a 1* review. As you have mentioned, during writing your review I had actually replied back to your WhatsApp chasing for a response. I'm disappointed and sad to see that this resulted in the Trustpilot being posted anyway. As you mentioned, you had sent a couple of contact attempts during this week - unfortunately still working through responses you we're awaiting for a reply.

When you had replied today stating "this was getting beyond a joke" and "I’m starting to think this is just a scam and will be leaving a review on trust pilot" naturally I stopped in my tracks and responded immediately to try resolve this. Unfortunately however, as you have mentioned - you we're already writing a review and continued to do so despite my responses. You went as far to say in you could see that "you could see plenty of 1* reviews" which I'm afraid is incorrect, as there are less than a handful on Trustpilot here which are all responded to and outweighed by the 4 and 5 stars.

As you have mentioned, which I explained in my WhatsApp reply - your order only ever had an estimate of dispatch. This is an estimate, not a guarantee. I also explained that unfortunately I run the business by myself and juggle between order processing and responses and try to reply as quickly as I can (usually in 24-48 hours) but mostly same day. Unfortunately again however, this resulted in derogatory comments at how I run my business.

I had, again as you mentioned, indeed advised that I would offer a full refund on the order given that you we're not satisfied in order to resolve this to which you replied with "I look forward to receiving my refund 🙃".

It's a shame to see a 1* review from this, particularly given you had mentioned to me you have previously run a business and support small businesses.

I trust that the refund as stated in our WhatsApp's resolves this matter.

Kind Regards

Reply from Made Personally

Aug 28, 2024

Hi Jackie,

I’m sorry to see you have left a 1 star review. I wanted to take the opportunity to respond to your comments as unfortunately, they are not a fair representation of the situation. As you will be aware as displayed multiple times on the website during ordering and then again in your order confirmation – your order had an estimate dispatch of 19/08 to 22/08. Your order was not due to arrive between these dates, but was simply estimated to dispatch (process) within these dates.

The first time you contacted was on the 22nd at 08:26 asking for an update on your order as you needed the items by the 24th. I note this was the first time you had contacted about the fact the date you needed the order was so close to the estimate. Unfortunately, however, you hadn’t made any contact prior to notify me of this. I responded at 09:34 to advise that the date you had mistaken as the delivery date was in fact an estimate dispatch date and I would do everything possible to dispatch your order on the 22nd. I further offered that this was not possible I could amend your order to a personalised design instead of a birthday design.

You responded further at 15:00 on the 22nd and you told me that if the order wasn’t ready to dispatch on the 22nd you wanted a refund. Following this, and that unfortunately I was unable to dispatch on this date (and also unable to guarantee next day delivery if I had dispatched) that I proceeded the next day with issuing a refund.

I had not heard from you any further after this and assumed this was resolved as I had actioned as you had requested. You then sent an email at 18:23 just last night (which I hadn’t had an opportunity to reply to until your 1* review was posted) stating you did still not get your order. I’m not sure what was expected, as previously stated above you had asked for a refund given the circumstances explained which had been actioned. As such following a refund the order was not going to be dispatched.

Unfortunately, as I say, I believe you had misinterpreted the estimate dispatch date, as delivery dates, and also misunderstood that this was an estimate not a guarantee.

As explained in my emails, had I known any sooner than just a day before you needed the order I would have done everything possible to expedite your order and get the order to you in time.

Unfortunately, I didn’t have the opportunity to do this given the dates you notified me.

If you have any further queries about the status of your order please get in touch.

Kind Regards

Reply from Made Personally

Aug 22, 2024

Hi Ellie-May, I'm sorry to see you have left a 1* review. As you know, you had reached out on Friday 16th at 19:47 via Whatsapp. You'll be aware that I replied at 20:34 (despite it being both a Friday and out of hours) with an update on your order. I advised that unfortunately your order had a delay due to a printing issue and that I would the next week (this week) get a replacement made and on the way as quickly as possible.

You then messaged again for an update on Wednesday 21st at 09:07 to which I responded at 10:41. I was able to advise here that your order was being reprocessed and would dispatch on 22/08.

You then messaged again at 13:01 on 22nd, despite I'd advised already it would dispatch on the 22nd - asking once again if it would dispatch. By 13:54 you then sent another message advising that I was "taking liberties" and "ignoring" your messages despite only allowing 53 minutes to pass for a reply. You've had replies on two occasions within a matter of 2 hours, one of which even being an out of hours reply to an out of hours message asking for a refund. I replied at 14:05 (an hour after your first message and 10 minutes after your second) with an update of your order taking a picture of your order print ready to make and dispatch as already promised.

You however asked for a refund at 14:08 and this was issued by 14:11.

I'm not sure where you believe you have been ignored, as messages have been responded to within a matter of hours even out of hours. Unfortunately you deem the "read" response on Whatsapp sufficient that I should have replied to you immediately.

Your review stating "after 16 days you was unaware of when it would be sent" is incorrect. As I advised in my replies on two separate occasions when you order was due - and as above, in fact one of these was just yesterday where I advised your order would dispatch today (22nd). Your claim that you was unaware I'm afraid is false, and the claim also you have not had replies I'm afraid is also incorrect.

I've responded in very fair times, and given you updates and your order was on track exactly to what I had advised - however you asked for a refund and this had been processed immediately.

Regards

Reply from Made Personally

Aug 19, 2024

Hi, I'm very sorry to see you have left a 1* review. With regards to any delays all orders have an estimate processing time which is worked as closely as possible to, but is an estimate. Apologies for any extended processing time. We also try to reply to all emails and/or messages as quickly as possible, especially in any case we miss a reply and this is chased.

As you have explained, the personalised name you requested was longer than the mockup shown on our website as an example of what the design looks like. As per our terms we use creative freedom when personalising to make the product look as fantastic as we can. In this case, we had used all the theme characters available and for the final 2 letters used a design, and then colour, for the letters to be in keeping with the chosen theme. When you contact after the item arrived as unfortunately you were disappointed by this, I offered as a gesture of goodwill to accept a return

As there was no fault with the item I explained that a returns label could not be provided. In your reply you unfortunately refused this.

2 weeks later you reopened contact and asking again for a refund - at this point it was explained that the returns period had now passed and unfortunately it still stood that we couldn't provide a free returns label. You then advised that you had given the item away to charity anyway so couldn't return regardless.

I'm sorry the outcome isn't what you expected.

Kind regards