Stencil Up Reviews 218

This is the worst company I have ever done business with. Dishonest and lying owner on more than one occasion when I tried to resolve the issue.

PRODUCT OF VALUE LESS THAN 150 EUROS DO NOT HAVE CUSTOMS FEES AS I STATED IN MY EMAIL TO THE OWNER.
This is the response to the owner claiming customs were not paid. It is not customs but some company "representing" FedEx and wanting 60% of the price for their service. What was that service is not clear in the invoice sent to me. This is a bit outrageous as I told the owner that I get packages from China with not "shipping and/or service" fees and she claims she have nothing to do with it. So how it is that Chinese company have control over it and she does not.
In addition when I complain to the owner in the beginning she said I will get my money back reduced by shipping charges. She also mentioned on several occasion that it will take a long time for the item to be returned. There was no mentioning she will not refund
for the returned product as it was too late by the law for the return. If anyone want to see the evidence of her multiple emails never saying anything about NOT refunding until 2 months after receiving the returned products.

Item was totally misrepresented on site. I contacted the owner and would totally agree with the last review owner was unhelpful and basically not interested in my disappointment.
Not a company to buy from

I have still not received my product.
Granted there are issues with road blockages but I am finding it curious you think I already received the product, what made you think so??

Received an item of wrong size, was asked to return the item for full refund. I have a confirmation of delivery a month ago, but no money back.
Unpleasant and unhelpful correspondence with an owner - I’m very annoyed and disappointed.
With so many options to choose from on the market, don’t waste your time here.

I originally purchased 3 stencils from this company 2nd January. The website says that current processing for wall stencils is 3-4 days. So wondering where the stencils were on January 15th i tried to call. The telephone numbers are all useless so I emailed stencil up via the shop app and via their contact us email address. No response. I didn’t hear a thing. Finally later that that afternoon such a coincidence they sent an email to say my order was on the way and Evrie was expecting it. Five days later, 20th January I emailed again to see what the holdup was to find out what was happening with this order. Evrie was still saying they were still expecting the order. Again I got no reply not a response. So after 3 weeks with no communication I’d had enough and I cancelled. Though the stencils on the website look beautiful and would have been great on my wall their customer service is atrocious. I really don’t understand what the issue was. But if you’re not bothering to send the items why go through the motions. Do not believe the 3-4 days to process. I definitely would steer clear of stencils up.

Love my stencil, I bought the sticky one, worked a treat, I’ve used it 3x so far, excellent results. Highly recommended.

Good products and well packed.

Super pleased with the stencil and service. Despatched and arrived as per delivery info. Easy to use. Design is wonderful and has transformed a dull white wall. Everyone loves it.

I never received my item and was never reimbursed after several requests.

Excellent personal service.

An intricate stencil that will really suit my home well. Arrived quickly and very safely packed. I chose the sticky backed version - so easy to use.

Fantastic service and product. Took a while to come but well worth the wait.

I love the final result but as I was w undertaking a large project (hall stairs and landing) I have needed to reorder as the stick fails after a time (despite cleaning carefully). I wouldn’t mind this but each order has taken weeks to arrive - much longer than I expected. Communication with stencil up was so bad the first time that I didn’t even bother the last time. Having said all that my hall looks stunning. If you want the effort then it’s worth the effort.

While there was a bit of a delay in delivery, I was accommodated by Stencil up in changing the delivery address and I got compensated with a small gift. I would recommend this business. Good communication and nice product.

AVOID AT ALL COSTS!
Dealing with this lady is nothing short of a nightmare. I would be utterly embarrassed to run my business the way it is currently run.
I’m due a £39 refund after receiving and returning a faulty stencil despite the business owner initially agreeing to the refund. She literally changed her mind on the refund despite having received the goods back, because, after her missing the refund deadline once, I advised her that if the refund deadline passed again, that I would have no choice but to raise a complaint with an independent dispute resolution service (which I am now doing). Then she simply told me she was revoking the refund and I was no longer getting one because she felt like it. I can’t believe people get away with running their business like this. It’s a huge rigmarole for the sake of £39. Might just let her keep it to be honest, people who behave like this run their businesses like this are entitled and ultimately not worth the stress.
The stencil was poor quality and damaged hence the return. The business owner initially ignored completely two emails requesting a refund/return, and then finally when I got her on live chat, she took the return so personally and was nothing short of rude. Save yourself the hassle and go with an alternative company. I highly recommend looking at all the other reviews too, similar stories all around.

Ordered a, since discontinued, set of stencils through HobbyMaker. Took a while to arrive, and when they did the mini foam roller was missing. From the packaging it was obvious that it was never included, it was not a case of it going missing or becoming detached in the post.
Raised a query with HobbyMaker and, after a couple of weeks to go back to the supplier, they told me it was out of stock and gave me a £5 refund no alternative was offered. However on Stencil Up’s website at this time the mini foam roller was in stock and cost £6.50 plus P&P (which I’d already paid for the stencil set to HobbyMaker).
Have only just used the stencil set two years later (July 2024) as I wanted to use it in an extension and saw the item when I was applying for planning permission. The stencils work well, but am wondering if they would have got a better finished result with the foam roller used in the demonstration on TV.
Running a small business is very hard work, but getting customer service right is vital for repeat custom. Rating is mainly for the poor customer service balanced against the good quality the stencils themselves.
Addendum following feedback from TrustPilot....Stencil Up suggested that this review was appropriate to a different company, presumably HobbyMaker, however HobbyMaker are an intermediary company (TV sales freeview channel 73). As the Stencil Up proprietor demonstrated her products on the channel and puts together the orders, the missing element was her responsibility, although I went back to HobbyMaker as the company I contracted with, they did not respond until they had gone back to Stencil Up. HobbyMaker told me that the missing foam roller was no longer in stock after contacting Stencil Up. As can be seen from my initial review above, the roller was in stock on Stencil Up’s website at the time. Good customer service would have been for Stencil Up to send me a foam roller, but they chose to tell HobbyMaker it was out of stock. Had I reviewed Stencil Up immediately it would have been one star following this experience. As I waited until I used the stencils themselves I increased that rating to three stars. I am disappointed that Stencil Up think that my review was more appropriate to HobbyMaker. HobbyMaker did their best to organise sending the missing element, but their hands were tied by the response they received from Stencil Up. As such, I consider the review is appropriate to Stencil Up and and have made it clear what the interaction and involvement of the TV channel is, namely an intermediary.

After a month of waiting, I still haven't received my order. I have sent two emails asking why the parcel still is "waiting to be picked up". I have received one short answer that they are looking into it. Next step is trying to get my money back...

Would not recommend and would not use again. First of all delivery took about 3 weeks instead of 5-7 working days as promised. Delivery was by Evri (Hermes) so of course the parcel was left lying around unsecured and went missing. Communication with seller was not very good and fast. Finally parcel was located and the product itself is disappointing. For the price of over £50 I would expect something better than flimsy plastic rolled and bend all over. One of the parts of the pattern has cut outs 1mm from the edge. That definietely will tear with the first use. Looked great online, very low quality and unusable IRL.
Edit:
Yes, I have ordered the stencil to a business which is run by a family member. This person asked around aboud the parcel and could not locate it. There was a business name on delivery address as well, and since the place is there for quite a few years seems strange that the people you contacted did not heard about it. This whole delivery mess would not happen if you would sent the parcel within a promised time and not with 2 weeks delay.

Overall I like the stencil. However, it does not stick well enough and I needed to pause my project and buy some spray adhesive to continue. It also arrived with a big crease in the plastic which made stencilling that section very awkward. Also zero instructions supplied and I had to search the internet for more information. No tips on lining up or how to fill in awkward areas like plug sockets etc..
It’s ok but could be so much better.

Edited after response from stencil up.
The wall paint was a water based emulsion a natural paint from Edward Bulmar. The stencil only worked for one stick then was peeling away immediately. Also how would I know I was missing instructions to ask you for them. Not impressed by the accountability from you at all.

Fast efficient service. Lovey products