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
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DO NOT ORDER FROM THIS WEBSITE
I should have read these reviews before ordering from this website. I ordered a personalized T-shirt which I now found out is not been personalized because I didn't check the email to confirm the customization, why? I don't know as long as I wrote exactly what I need on the website (age and name), I thought that email request of personalized confirmării is for how didnt do it when They place the order So thats Why I ignore it because I but all the detail before check out ,anyway that doesn't matter because my order still didn't arrive even today, the 25th it's been 3 weeks since I ordered and since in the email in which I was asked to confirm the customization that I did not confirm, I repeat is my fault, I accept this, also in that email it was written that there will be dispath on the 14th, this means that in the following 1-2 days the order will with me, we are on the 25th and I still haven't received it. So folks, don't order from this website, there are many others website-ul who make these customizations of all kinds, much more serious and easier to order ! Is the first time when I order something in UK where the return policy says that it is not accepted, I have also ordered personalized things from amazon and they were accepted back without discussion if I was not satisfied, that is precisely why I did not read this return policy So be carefull on that also . This website is So wrong I really regret that I ordered from this website and I hope that other people don't have the same experiance that I had to order something and it takes a month for the order to arrive, even the furniture if we order it doesn't take that long. And despite all this, the person who takes care of this website argues with you, comes up with all kinds of excuses, but would never apologize for all the delay in orders, and after seeing the answers she gives to the others reviews, it's typical of her, she argues with me through emails and he still didn't give me an option to solve my problem. I repeat, I ordered on the 7th and etse the 25th and I still don't have it that t-shirt. I started to be mean to this person with whom I am talking through e-mails precisely because of this, she did not know how to apologize at least once and always made all the excuses that annoyed me to the maximum, she did not give me any options to correct this situation nothing poor customer service DO NOT ORDER FROM THIS WEBSITE .
October 7, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Cristina,
As per our email exchange that went on well into the middle of the night. I’m afraid to say your review is totally inaccurate, and you have even stated you ignored requests you needed to action on your order. I note that you have even here publicly acknowledged your emails being mean, which is an understatement when you are writing to a business/person telling them they are stupid amongst other comments. When you ordered 7th, before exiting the website and repeated in your order confirmation email you are asked to do two things. Firstly, to check the personalisation is present/correct on your order and second to check the estimate dispatch date. You have acknowledged in this review that you ignored both these requests that you needed to action. As such – you acknowledge that, as I have tried to explain, this is not my fault. Your order had an Estimate Dispatch of the 14th, which later transpires is just one day prior to when you needed the item to be delivered. This is an estimate, not a guarantee – which is why your asked to check this, but you didn’t. Further to this, you had selected the standard delivery option which is shown on my delivery page as a 1-3 working day delivery service – even more of a reason for you to contact following the request for you to check your estimate dispatch date, to ask if your order can be expedited or delivery upgrade, Despite this, and despite the website prompting you to contact me and also your order confirmation reaffirming this same message - you did not make contact since ordering on the 7th until 23:16 on Friday the 14th stating for the first time since you ordered that you needed the order the following day. This of course, was now to late for me to do action anything to get the order to you in this time.
Further, to this date, you have still not provided any personalisation for your order. As such your order was dispatched without personalisation which is made clear by this following note when ordering, and reaffirmed in your order confirmation - “Please note that if your order is due to be processed but does not have personalisation details in this email - unless you have contacted to confirm the details, your order will be sent without personalisation.”. You go on in this review to state that you seem surprised that you cannot return a made to order item – this is certainly common across any business that sells made to order items. As such, there is no option available to correct the fact that you didn’t action what was needed and asked from you. Just to be clear, I am not making any excuse – I am simply explaining the facts of this situation which again, you even admit in your review you ignored the requests on my website and email for you to contact – had you done this when prompted, your order would have been with you in time.
I’m sorry Cristina but explain to myself, forgetting everything I’ve explained above, why I should help you with the comments in your emails you have made about me. You have been vile and so rude to the point we’re I will not be replying to any further to emails from you that continue to this date to be vile and aggressive towards me and my business. In my whole 4 years of running this business, solely by myself, I have never had someone think its ok to speak to another person the way you have spoken to me over your error, and an error you have freely admitted within this review.
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.
Would recommend
Timelines accurate, product is lovely and quick communication with seller. Would use again
October 25, 2022
Unprompted review
Amazing Customer Service
I had Royal Mail issues due to the strikes which meant my package took longer than expected. However, the shop owner responded quickly to my emails and managed to track the parcel and it arrived a couple of days later. Amazing service and beautiful quality of clothes!
October 24, 2022
Unprompted review
Avoid. Time waster.
I placed an order with this company on 19th September so it gave an plenty of time for my nephew's birthday (1st October). I emailed on 28th September asking for an update, I received an email saying it was taking longer than intended. By this point it was too late to get the item before his birthday.. I then planned to send it in the post myself when it finally arrived.
I sent another email on 19th October asking if this order was ever going to be sent ok only to be ignored.. I waited a further 5 days before applying for a full refund. (Thank goodness I ordered through PayPal!)
I then sent another email letting the seller know I had applied for a refund as I assume this is a fraudulent seller & of course I receive an almost instant email saying "sorry about that, I can see you have had a refund"
Angry is an understatement. Both my son and my nephew have both now lost birthday presents.
October 24, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Amy, I'm sorry to see you have left a 1* review. You will be aware that you first emailed about your order on the 28/09 with a response on the 29/09 – in my response on the 29th I asked if you could confirm the date you needed the order by so that I could get the order to you in time - however I did not receive a response from you until 19/10 now stating the item was now too late. I’m not sure how this deserves a review titled “time waster”, when you did not reply to my email and question which would have helped me get the item to you in time. I did miss responding to this further email on the 19/10 – however, just to clarify, you was not “ignored”. You are right that you emailed at 18:51 this evening advising you have claimed for a refund. You have however made up a quote that benefits your review, rather than quoting my email. My response stated, quote, "Running the business by myself I really value every order that is placed, and I’m sorry that I’ve not provided the experience that I expect to provide every customer. I have received notification of a PayPal case and will instruct PayPal to complete a refund as quickly as possible". This was my response, not what you have quoted of “"sorry about that, I can see you have had a refund", so please don’t quote something that wasn’t said. I have since already advised PayPal to issue the refund. 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.
Goods never arrived!
I placed an order for a bluey hoodie and personalised bluey mug on 25 Sept. I was originally told dispatch date would be 30 Sept. Bearing in mind, the personalised mug was for a birthday on 23 October, I was happy with this. On 6 October, I contacted the seller to find out if my order had been dispatched yet. I received a prompt response advising that they were running slightly behind but were processing orders as quickly as possible. I emailed the seller again on 12 October (asking if I could change the name on the mug if it hadn't yet been processed) and again on 17 October (asking for a status update). I received no further response.
UPDATE: I have now been contacted by the seller with an apology and have received a full refund.
September 24, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Becky, I'm glad that we have since been in contact to resolve this and I can confirm that the refund ahs now been issued and I've reached out to you further by email following this. Kind regards
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.
Amazing
Absolutely gorgeous personalised pjs. Lovely quality. Good communication with Victoria. I emailed to let her know when I needed the pjs for and she made sure they were dispatched in time. I recommend!
Just what I wanted for my sons first birthday!
October 15, 2022
Unprompted review
Excellent service
Prompt and friendly communication from customer services when I queried a slight delay on dispatch. My order arrived as promised and I am delighted with the quality. I will definitely order from here again.
October 21, 2022
Unprompted review
Custom Bluey T-shirt
Ordered a customised Bluey T-shirt for my daughters first birthday. Absolutely loved the designs from this company; super cute and unique. Was really easy to navigate the website and buy. Delivery was a little bit longer than average but was expected due to the item being customised. I got in contact just to see how much longer till dispatch and had a helpful reply within minutes. Very pleased with my purchase, definitely recommend!
October 2, 2022
Unprompted review
Amazing custom prints
Great communication and a lovely quality printed T-shirt. Made the effort to get it to me on time too. My little boy loves his custom T-shirt.
October 15, 2022
Unprompted review
Ordered Zombies Seabrook Cheerleaders…
Ordered Zombies Seabrook Cheerleaders T-Shirt on 27th September for my daughter still not received it yet. No communication from the seller, I emailed on Friday 14th October had no reply, emailed again this morning. I'd like to support small businesses but the lack of communication is worrying. **UPDATE Sun 23/10** So I have now got the T-Shirt and my daughter loves it. I received good communication from the company once the error with my order was realised. The t-shirt arrived in good time and the quality is very good.
October 20, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Darryl,
As you are aware we had an email exchange this morning at prior to the publication from Trustpilot of this review. I'm aware we have discussed your order and agreed a resolution. Since these emails, I've sent another following notifiaction of this review and have asked in this email for you to remove the rveiew following the fact we have already been in touch.
Kind Regards
Ordered some Bing “when I wake up”…
Ordered some Bing “when I wake up” pajamas on 26/09 expecting them to arrive before my nephews birthday 4/10. I then ordered some bluey “when I wake up” pajamas. The bing ones still haven’t arrived and his birthday has been and gone! And the bluey ones aren’t birthday ones?! They’re just normal. Not happy with the service at all. Noticed the seller replies on here so will see if this issue is rectified and I will remove my review if so…
October 19, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Hannah, I have responded to your email sent out of hours at 22:02 last night, which I note is the first time you have contacted about your orders. Both orders have been dispacthed with Royal Mail which I can see one has been delivered and the other is still with Royal Mail. Regarding the item received which is not a birthday item, the item had been made as such as you had only provided personalisation of a name and no age/number. If you have any further questions you can respond to my email response sent this morning which I have sent out of working hours. 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.
I'm so disappointed..
I'm so disappointed... Ordered pepper pig pyjamas with a name for my granddaughter on the 11th Aug. And to date have not received the goods having sent numerous emails... I would like to support small businesses but if this is the quality of service then...... Denise
October 18, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Denise,
Sorry to see you have left this 1 star review.
With regards to your order you are correct you did order on the 11th August with an estimate dispatch date of the 25/08.
Your order was accidently marked dispatched on the 15/08 as we have discussed in our emails that we have exchange with one another. Within our email exchanges I queried about the sizing you had ordered as you ordered an 0-6 for a 4 year old. You told me that you had made an error and it was in fact a size age 4 that you wanted. I then emailed you back regarding this as I only sell either 3-4 or 4-5 years old I got no response to this email. Instead, I received an email asking where the pyjamas where in which I responded to. You then left a website review on the 1st October with no response still to my sizing query in which I reached out again asking if you wanted the design changing. I reached out following the website review to which the response I got was “Good Evening Victoria... I too would like to resolve this matter.. Please could I have THE Pepper Pig pyjamas size5 now with the name Stella as soon as possible.. I look forward to receiving the goods as soon as possible.. Denise.” I then reached out after this response as the pricing difference from 0-6 to 5 years needed to be paid. You have then emailed me only yesterday at 16.12pm, however have given me no reasonable time to reply.
Just to clarify I am 1 person not a team so I’m trying my absolute hardest to answer email’s but it takes me time.
*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.
Really over the moon woth my order from…
Really over the moon woth my order from enchanted wardrobe I've been searching so long for bing the bunny pj set and they was so quick and the pj set is so cute would highly recommend
October 5, 2022
Unprompted review
I hate to write a negative review…
I hate to write a negative review especially when this is a small business but they need to improve. Ordered a zombies jacket beginning is September which was said to be despatched middle of September, so plenty of time before my daughters birthday. The date went and no email so I emailed. No response. Finally got a response and was told they had problems with supply. (I should have been contacted about this) they said they would be sent out middle of the following week. Had to chase again and finally got an email to say despatched by Royal Mail and may be delayed due to postal strikes. Bearing in mind I had been almost waiting 4 weeks for the item I would have expected that they posted via a courier to avoid the strikes and to get this item to me within a reasonable timescale as a form of apology. I would have been happy to pay for a courier at this point myself to get my daughters present but this wasn’t even offered. The item never arrived and I have had to chase a refund 6 weeks later. Really needs to improve on communication.
September 3, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Katy,
Sorry to see you’ve left a 1 star review.
With regards to your order you was made aware of Varsity jacket stock issues when you emailed me on the 23rd September. Your first email might I add Was only sent on the 21st September. You then emailed myself again on the 4th October after the item was dispatched to tell me it had not arrived, I emailed you back that same day to tell you that I have checked the tracking and it states on the Royal Mail site “we’ve got it”. You then emailed on the 6th with the same comment in which I replied yet again and I said to you I have raised this issue with Royal Mail and i have to wait for them to respond to myself. In which you responded “Hi no her birthday has been on gone, so a refund would be best.” You then go and open a PayPal case in which I closed and refunded straight away even without hearing back from Royal Mail so for all I now you have the item and a refund.
I'm Sorry Katy but can you please tell me where you have been waiting 6 weeks for a refund when you only asked for on the 6th October.
Its untrue comments like this one that damages small business. And just to clarify I am 1 person not a team I don’t have staff I just me a mum of 3 who try’s her absolute hardest to prepare orders, make orders and respond to emails whilst getting my children sorted for school and looking after them when home. So please do tell me where you think I can improve my communication when I’m doing my best and you’ve had responses many of which was the same day.
Fab experience
Fab experience. My son is obsessed with Tee and Mo and there isn't much out there so when I saw it I had to get one, he loved it so much I had to get another one! Delivery is a little slow but can't be helped. The tshirt is good quality and washed well. Fabness.
October 7, 2022
Unprompted review
Great customer service
Great customer service! Resolved my issue straight away and received my order just in time for my sons birthday 🥳 very happy customer 😊
Brilliant quality and my son was super happy 😃
October 7, 2022
Unprompted review
Order received
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 our Granddaughter we were advised a estimated despatch date of 30th September.
I've sent 2 emails (last one today) to find out when we should expect delivery, no reply as yet.
Please can you advice, we were hoping it it would be here for half term holiday to Disney Paris, I fear we've possibly missed this now?
Paul Humphreys
October 12, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Paul,
I'm pleased that following your review we have been in touch and are working together to get the item to you in time for when it is needed. I look forward to resolving this with you and hopefully seeing an updated review once the item is with 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.
Bluey water bottle - personalised
Placed my order for a Bluey water bottle on 22nd August. I contacted Victoria on 2nd September to check on the status, I received a reply on 7th September to say it would dispatched the following week. I emailed again on 23rd September, 6th October, 8th October and no response since 7th September. I have asked for a refund but I'm not sure that will happen at this stage 😒. My sons name is clearly printed on the order confirmation so that can't be used as an excuse.
I have one very disappointed little boy.
October 11, 2022
Unprompted review
Reply from theenchantedwardrobe.co.uk
Hi Lorraine, I'm sorry to see you have left a 1* review. I have reached out to you by email regarding resolving this 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.
Ordered some personalised Cocomelon…
Ordered some personalised Cocomelon pyjamas for my son's 1st Birthday, took a while to arrive due to stock delays and I did fear they wouldn't arrive in time. However the business owner did not let me down and at her own cost ensured I had these in time for his special day! The pyjamas were perfect for our little Cocomelon fan! Thank you!
October 4, 2022
Unprompted review
No Z.O.M.B.I.E.S. Apocalypse Here
Z.O.M.B.I.E.S. T-shirt
My young granddaughter has become obsessed with the Z.O.M.B.I.E.S. films, typically so, because merchandise is difficult to find. Which is why I was very pleased to come across the t-shirts from The Enchanted Wardrobe. I ordered one to be delivered straight to my daughter within a limited timescale, an upcoming birthday. The deadline was met with no fuss, a simple exchange of emails and the item arrived on time despite Royal Mail strikes.
The t-shirt itself is perfect. My granddaughter was beside herself with joy when she opened it. The t-shirt is good quality, I chose fuchsia from a wide range of available colours. The printing is nice and clear without any flaws whatsoever.
Top Marks for product and customer service--I'll definitely return for further items.
October 1, 2022
Unprompted review
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