Seller did not send out all the items on an £84.60 order in September I think she knew what she was doing so she could provide a tracking number for postage Emailed me in December asking to close my... See more
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See what reviewers are saying
15th October Our Granddaughters jacket arrived this morning. Great support from Victoria to ensure it was delivered in time - thank you Paul Humphreys After ordering a jacket for ou... See more
Company replied
Should be zero stars. My mother ordered 3 personalised jackets for my children for Christmas in October 2022. They said they were running behind but all orders would be fulfilled. Now the middle of Ja... See more
For anyone else who has paid via PayPal if you “report a problem” with them they should refund you the money. I have just done this and have been advised I will receive the refund within 3 working day... See more
2.9
Average
371 reviews
No history of asking for reviews
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Do not order from this company you will not receive your item
I ordered a Bluey personalised kids jumper on sep 28th 2022, with expected delivery by 5th October. I am yet to receive the top. I have emailed at least 4 x emails. With no response, UNTIL I threatened to write a review and I got a reply within 5 minutes a week ago. Promising to send out my order asap. The email was not signed with a name… very strange. Unsure who owns this company?!
I am yet to revive my top or a refund.
I am shocked that companies like this can exist! My order number is 26283 I would like a refund asap.
September 28, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Sarah,
After many emails off you threating me that you was going to leave this review I am not at all surprised to see it arrive.
With regards to your comments within this review I would just like to clear some things up that are misconstrued. You did email me, however only on two occasions I might like to add not 4x times and I have the proof if you wish to see. The email in which you sent on the 7th November at 22.17pm clearly demanded that if I didn’t do as you want you will leave a review and “go to an ombudsman”. I don’t know a company that wouldn’t reply to this threat, so yes, I replied within 5 mins which was way out of my business working hours - but I guess for you that just wasn’t good enough as you continued on the 8th with the demands and threats. You was also never given a delivery date so I’m not sure where you got the expectation to have “I expected delivery by the 5th”.
I would also like to clarify I did not promise you anything as I wouldn’t make a promises as I am only 1 person - so this is a made up comment just to diminish me.
Also Sarah, it is not strange for me to not give you my name at all, as I do not have to give you my name at all its my prerogative to give my name out if I wish. You ordered from my business so the only name you need to now is this.
My email on the 7th offered my apologies multiple times within this email, that I missed your 1st email on the 24th and for the extended processing time of your order. I then provided full explanation as to the status of your order. I stated that “I of course want to resolve this as quickly as possible for you”. However despite this and my apology and explanation - you then gave a deadline and stated if this was not met, a review would be published.
Goes above and beyond
So impressed with The Enchanted Wardrobe! On hearing my order had not arrived due to Royal Mail strikes, they made a new set of personalised gifts and had them delivered to arrive the next morning: one very happy birthday girl and one very happy customer!
October 29, 2022
Unprompted review
Perfect and personalised present for my son's birthday!
Just had delivery of my order from The Enchanted Wardrobe, and it's perfect! I ordered a t-shirt for my son's birthday and it's awesome, he's going to be so excited when he opens this up for his birthday!! The printing quality is great and the with loads of t-shirt colours to pick from I could pick my son's favourite colour and add his name and birthday age. The price was very reasonable and I will definately be telling all my friends. It's 5* from me.
November 2, 2022
Unprompted review
Disney Zombies Seabrook bomber jacket
Very easy to navigate website and ordering process. Gave good amount of information once ordered about delivery but no updates between ordering and dispatch if dispatch goes past what was estimated. Maybe if somehow could produce a report that shows this so could send an updated email about the delay (totally understand small business and busy and a more personal touch in replying but can be done as I have had few updates from small calligraphy business over a pre-order).
Once dispatched order arrived fairly quick even with postal strikes on. My daughter loves the jacket and put on it soon as she got it. She said it's very soft and cozy and likes the personal touch of her name. The quality of the item is very high (including the transfers) and colours vibrant (barbie pink/white). Good reasonable prices too. Thank you for such a beautiful jacket and will definitely consider for other items
November 8, 2022
Unprompted review
Awful, avoid at all costs
Honestly, one star is one too many. Shambolic and rude, still not received an order from September. Rude response as if it is the customer's problem. Still not received response from email few weeks ago or update. Do not use this awful Company, being a small business is no excuse if you are happy to take the orders and customers hard earned cash.
September 20, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Michael,
I’m sorry you felt the need to leave this 1 star review but can you please explain to me where I have been rude and shambolic? You emailed me at 6.17am this morning with is email “what's going on??!!cost of living crisis and you go around taking people's money for orders you can't deliver.”
Even though it is out of work hour and I am sorting my children out for school I emailed you straight back and this is exactly what I said
“Good morning, I have the material prepared for your order and am working to make and dispatch as quickly as I can following a delay caused by an unexpected delay with stock arriving from my supplier. I did send a bulk email out to customers impacted by this, but wonder if you didn’t receive this for some reason.
Just to clarify – I’m not “going around taking money” for orders that can’t be delivered, and I will absolutely fulfil your order or issue a full refund without any issue at all.
I will aim to try have your order ready to dispatch today.
Regards”
So could you please explain to me michael where I have been rude and shambolic?
You have got responses to all of your 3 emails you have sent to me reagarding the item, For me to then receive this review making claims that are not 100% true just isn’t fair.
You haven’t even bothered to reply to my email sent this morning you have just come on this review platform which I do not subscribe to just to try and slander me when I’ve emailed you back every single time with an update and I even told you your item will be dispatched today. I have all the emails to prove all this.
*To potential readers*
Please note that I do not subscribe the platform of Trustpilot and do not actively invite customers to review on Trustpilot. As such the reviews and score here, do not fairly or proportionately represent the customers that I serve. Customers are invited by another third party that I do subscribe to, to review their purchases. If you have any questions or concerns regarding any reviews here, prior to or post ordering, you are welcome to contact myself.
Delayed despatch date
I ordered a jacket from here on 9th October for a Halloween costume, I thought it would be ok given that the despatch date given was 14th October. I wish I had read the reviews on here first! The jacket itself is lovely but it wasn't actually despatched until 3rd November and the communication from the business hasn't been great. I ended up having to buy another jacket at the last minute for 3 times the price of this one, and it wasn't anywhere near as nice.
November 3, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Ruth, I'm sorry to see you have left a 1* review. I know we had some email exchanges to which I did advise of the delays for the jacket you had ordered. I am pleased however to hear that you are pleased overall with the quality of the jacket. Kind Regards
*To potential readers*
Please note that I do not subscribe the platform of Trustpilot and do not actively invite customers to review on Trustpilot. As such the reviews and score here, do not fairly or proportionately represent the customers that I serve. Customers are invited by another third party that I do subscribe to, to review their purchases. If you have any questions or concerns regarding any reviews here, prior to or post ordering, you are welcome to contact myself.
Awesome T-shirt and customer service
The T-shirt is fantastic and my daughter is over the moon with it. The customer service team were super responsive and lovely when there was a postal delay, which was resolved quickly.
October 28, 2022
Unprompted review
I have ordered item on 3rd of September…
I have ordered item on 3rd of September and I have not received it till now (November). They answered gor first 2 emails with promises. Now there is no response no refund even I asked gor it. DO NOT RECOMMEND
November 7, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
*Update* - Hi Anna, I've unfortunately yet to hear back from you and have reached out again by email in hope to hear from you soon. Kind Regards
Hi Anna, I'm sorry to see you have left a 1* review. I have emailed you regarding this and hope to resolve this with you. Kind Regards
Good item received
Good item received for my daughter 2nd birthday lovely set of pyjamas great fit can't wait to see her in them.
November 7, 2022
Unprompted review
I ordered a tshirt for my sons 4th…
I ordered a tshirt for my sons 4th birthday and accidentally put the wrong shipping address (recent moved house.) I emailed and the order was sent to my correct address within a few weeks of ordering. Really nice design and quality, very pleased with the item.
November 4, 2022
Unprompted review
Very good experience
Very good experience. Ordered a birthday t-shirt with a name and number to Germany. It is the first time I have ordered anything with international shipping so was a little nervous. The delivery was little after estimate but once dispatched, I emailed for tracking and it arrived much quicker than I thought it would. My son is going to be really excited and I'm really happy. I would highly recommend!!
October 11, 2022
Unprompted review
Honestly couldn't be more delighted…
Honestly couldn't be more delighted with my purchase! I placed an order for some Christmas pyjama's and when I realised I hadn't seen a dispatch email when I expected, I got in touch to ask for help. I received a response within the 24-48 hours advised in the auto reply, and the response was really polite and helpful, great customer service. Not so long after I was in touch, I recieved a dispatch email and shortly after (fortunately with all the strikes recently) I received delivery of my order. I really couldn't be more pleased with my items, and they are so much better than I ever expected! The colours of the design print are vibrant, and the pyjama's are really soft. I can't wait to cuddle up with my family watching some Christmas movies and enjoying the festive season! Thank you so much for my order, I've already recommended you to my family and friends and will definately be coming back to purchase - maybe even soon for some Christmas mugs I think to go with our pyjama's! It might be a bit too early to say it, but, I hope you and your family have a wonderful Christmas! Running the business by yourself must be really hard, so I hope you get a well earned break! xx
November 3, 2022
Unprompted review
Loosing hope
I placed my order on the 12th August. The website stated delivery would be here by 31st August. On the 7th September I had to email the supplier as I had no update and no items. The same day I had a response from the supplier, which was great. The response was:
Thanks for your email and for ordering. As per your order confirmation your order did have an estimate dispatch of 26/08. Whilst I work as closely as possible to this I have had a slight delay processing some pyjama orders due to a delay with stock arriving from my supplier. If you could please confirm the date you require the order I will of course make a note of this and look to do everything to have your order on it’s way in time.
On the 12/09 I still had no items and emailed again, so I chased again for an update. I had no response so thought I would leave it.
On the 22/09 I chased for an update. 6 weeks since I ordered my items.
22/09 I had this response - Thanks for your email and I’m sorry for the delays in processing your order and appreciate very much your patience and understanding regarding the delays.
I am still working to have your order made and on the way. I know I mentioned previously about the date you need the order by, but I don’t think I had heard from you regarding this.
If you could please let me know the date you need the order I of course want to do everything possible to have the order with you in time.
I replied 23/09 saying I needed them by 31/10 at the latest. 23/09 I got an email back stating: Thanks for your response and understanding. It is absolutely achievable to have the items with you by the 31st. I have made a note of this on your order and will be aiming to dispatch as early next week as possible for you.
I emailed the supplier 21/10 to check this was still the case. No response.
28/10 I chased again no response.
Please tell me after all this I will receive my items! My sons first birthday is all around these theme. X
November 3, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Emma, I'm sorry to see you have left a 1* review. I have reached out to you by email and hope to hear from you soon. Kind Regards
*To potential readers*
Please note that I do not subscribe the platform of Trustpilot and do not actively invite customers to review on Trustpilot. As such the reviews and score here, do not fairly or proportionately represent the customers that I serve. Customers are invited by another third party that I do subscribe to, to review their purchases. If you have any questions or concerns regarding any reviews here, prior to or post ordering, you are welcome to contact myself.
August order not received!
lWe are now in November and my order still has not been fullfilled.
i originally left a 1 star review about this over a month ago but removed it at the request of the seller with the promise of sending my items out the following week.
I agreed in good faith and now here i am again with nothing but disappointment. now asked for a full refund as this goes back to August!
November 3, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Rebecca, I'm sorry to see you have left a 1* review. As you know we have been in touch by email and I have since procsesed the full refund for you. Kind Regards
*To potential readers*
Please note that I do not subscribe the platform of Trustpilot and do not actively invite customers to review on Trustpilot. As such the reviews and score here, do not fairly or proportionately represent the customers that I serve. Customers are invited by another third party that I do subscribe to, to review their purchases. If you have any questions or concerns regarding any reviews here, prior to or post ordering, you are welcome to contact myself.
Awful
Awful, avoid purchasing until this person has sorted herself out.
I ordered a childrens cheerleader jacket for a Halloween party. The website listed the estimated despatch date as 6/10/22.
After some time had passed with no sign of the item, I emailed and received a response saying that she was a little behind schedule. She offered me different products instead, but none were suitable. I agreed to continue with the order as long as the item would still arrive in time.
Responses are very slow (although the website does say 24-48 hours for a response).
I’m sad to say that my last two emails 26/10/22 and 31/10/22, requesting a refund went completely unanswered!
I would suggest that you stop taking internet orders until you are able to honour them and give true and honest despatch dates! Otherwise, trust pilot will be filled with many other similar stories as is already evident!
I’ve raised a complaint with PayPal and now hopefully will receive a full refund.
November 3, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Katherine,
Sorry to see you’ve left a 1 stat review. With regards to your order and comments made on this review, I made you very much aware of the delays that I was having with the style jacket you had requested and you agreed to wait knowing that it would not arrive with you in time.
Further, you did request a refund earlier this week but have not allowed a time or requested an update on the status of this which I would have happily provided.
Please note I will not be addressing your other comments on this review as you know nothing about me or my business or that I in fact run entirely just by myself. I value every order placed and work tirelessly to help every customer.
Regards
*To potential readers*
Please note that I do not subscribe the platform of Trustpilot and do not actively invite customers to review on Trustpilot. As such the reviews and score here, do not fairly or proportionately represent the customers that I serve. Customers are invited by another third party that I do subscribe to, to review their purchases. If you have any questions or concerns regarding any reviews here, prior to or post ordering, you are welcome to contact myself.
Wouldn't place an order unless your not in a hurry you will be left disappointed
Ordered a birthday gift on 12th October with estimated dispatch of 19th October. Little dubious of ordering from an unknown website but thought I'd give it a try I had plenty of time I needed it for 4th Nov, by the 27th I still hadn't recieved notification of dispatch.
I emailed the seller outlining my concerns and advised it was needed for a birthday gift. The response was not what I expected. There was no indication of timescales despite it already being behind.
Now I do appreciate sometimes people run behind and I'm all for supporting small businesses but when a buyer advises its needed for an occasion and gives a day its needed by the response " As per your order confirmation your order had an estimate dispatch of 19th . Whilst I work as closely as possible to this I am currently processing after this date. My apologies for the extended processing time. I am working to make and dispatch all orders as quickly as possible and will confirm with a dispatch email as soon as on the way"
This did not give any indication that my order would be with me for the date in question. I was not offered a refund at that point to purchase elsewhere.
It's not the response you should be sending to customers when it's over a week after the initial dispatch date. Maybe a supplementary email needs to go out to customers to inform them of the delays so they can make an informed decision on what they would like to do?
Because of this and the fact there is royal mail strikes this coming week I will now have a very unhappy birthday boy as I can not get another personalised one in time for Friday.
If you are inundated with orders and can't keep up then maybe you should suspend any further orders until you can manage your workload as this is not fair on customers to be left waiting for orders weeks after the dispatch date.
October 30, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Zoe,
Your order was actually ready to be dispatched tomorrow but you opened a PayPal claim just this afternoon because I did not respond to your email sent only yesterday a Saturday, just to clarify something with you I do not work weekends as I spend time with my children hence the no reply to your email sent on a weekend. You had emailed me on Thursday 27th and I did state “I am working to make and dispatch all orders as quickly as possible.” You got a reply the very same day but within your PayPal claimed you opened you stated the seller has not responded to emails.
This is incorrect as I responded to your email on Thursday 27th but not the one sent only yesterday a Saturday which is a none working day. You gave no time for a response to be made from an email sent on a weekend before opening a claim and writing this review. Despite having your Personalised item made and ready to dispatch would have arrived with you in time (which will now have to be disposed of which is a waste), due to your PayPal claim been opened unnecessarily I have issued you a full refund as you clearly couldn't wait until Monday a working day to have a response.
The product in question has actually been removed from website while I catch up with these orders, so your comments are unnecessary and as i said you would of been told all of this had you of actually waited for a reply and as you have stated you did not need the item until the 4th November.
*To potential readers* Please note that I do not subscribe the platform of Trustpilot and do not actively invite customers to review on Trustpilot. As such the reviews and score here, do not fairly or proportionately represent the customers that I serve. Customers are invited by another third party that I do subscribe to, to review their purchases. If you have any questions or concerns regarding any reviews here, prior to or post ordering, you are welcome to contact myself.
Lovely quality tee shirts
Lovely quality tee shirts. Very pleased with them.
Victoria was very helpful with my order. Thank you.
October 29, 2022
Unprompted review
Poor communication with seller
Poor communication with seller. Dispute the issues surrounding the Royal Mail strike I had ordered my item on the 15th Oct hoping I would get it for 27th Oct. I sent an email to the seller and have a very vague auto response regarding the strikes. Baring in mind I have order plenty other items off other sites and have received them in good timing. The turn around time with this company is slow and customer service is poor when they do not respond with not even an apology. First and the last time I use this company disappointed to say the least of how things were handled.
The fact that the seller has come back with defensiveness and did not even respond back to my emails not even an apology speaks volumes. Like I said first and last time
October 29, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Jasmine,
I'm sorry to see your review and sorry if you feel that you have recevied poor communication. Since ordering, you emailed for the very first time on the 27th regarding your order. The automated response you recieved is exactly that, an auto response - it is not specific to your order and is in place only to provide a generic update so in it's very nature will be vague - it provides a response to confirm reciept of your email, set expectations on response time which is 24-48 hours on working days (which has not passed). In adittion given the current weekly strikes with Royal Mail, it also contains a general update on this too. You have stated that the customer service is poor, but I've not even been given a chance to assist you with this given that, again, you contacted for the very first time about your order on the 27th, which turns out happened to be the day you actually wanted the item for. You actually had a dispath email to keep you updated about the status of your order on the 25th, following your original order confirmation email. As such I'm not sure how the communication has been poor. Kind Regards
*To potential readers*
Please note that I do not subscribe the platform of Trustpilot and do not actively invite customers to review on Trustpilot. As such the reviews and score here, do not fairly or proportionately represent the customers that I serve. Customers are invited by another third party that I do subscribe to, to review their purchases. If you have any questions or concerns regarding any reviews here, prior to or post ordering, you are welcome to contact myself.
Wish I could give it none
Wish I could give it none! Spent over £120 on 1st oct, estimated dispatch set by the owner of 11th October still not received my order!! Almost 4 weeks! Absolute joke!!
October 27, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
*Update*
After emailing the cuatomer and resolving the matter the items have since been Delivered to the customer. We have emailed for an update on the review but do not seem to be getting a response.
Hi Cheryl, I'm sorry to see you have left a 1* review. I note that you did email at 21:57 last night which I actually replied to at 22:07. I have since reached out further by email just now to try resolve this with you. As you mentioned you did place a large order for multiple different items, some of which unforutnately have been impacted by supplier delays. I am aware that part of your order was for items for a birthday and other items for Christmas so want to get this resolved for you as soon as possible. You might think this is an "Absolute joke" but to reference your email, we are all human, and I can not magic stock up for your big order that has been delayed from my supplier. I did adivise in email, that with the postal strikes, I could not guarentee that I could get the birthday items on this order to you in time. I hope to hear from you soon. Kind Regards
*To potential readers*
Please note that I do not subscribe the platform of Trustpilot and do not actively invite customers to review on Trustpilot. As such the reviews and score here, do not fairly or proportionately represent the customers that I serve. Customers are invited by another third party that I do subscribe to, to review their purchases. If you have any questions or concerns regarding any reviews here, prior to or post ordering, you are welcome to contact myself.
Fantastic customer experience.
Great item. Communications and delivery equally great. Fantastic company that deserves success. Look forward to my next purchase.
October 27, 2022
Unprompted review
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