Carl llewellyn

Dear Customer,
Thank you for your patience. I have noticed that your dedicated customer service representative is currently handling your case. Due to the complexity of the situation, it may take a bit longer to resolve. However, I have already urged them to respond to your email as soon as possible.
Please continue to communicate with your dedicated customer service via email for further updates.
Thank you for your understanding, and we appreciate your cooperation.
Best regards,
AliExpress Customer Service Team

Dear Customer,
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced.
We would like to inform you that we are actively looking into the issue you reported. However, as the investigation is still ongoing, we have not yet reached a conclusion or sent you an update. Rest assured, once we have a solution or further information, we will notify you immediately via email. Please keep an eye on your inbox for our response.
If you have any additional questions or require further assistance in the meantime, please don’t hesitate to contact us.
Best regards,
AliExpress Customer Service Team

Dear customer,

Sincerely apologize for the inconvenience caused.

Our agent has replied with more detailed information in the email. Please kindly check and reply to our agent. If you have any other questions, please go to our Help center page【https://helpcenter.aliexpress.com/s/BuyerHelp?】 for online customer service.

Your understanding and cooperation are deeply appreciated.

Best regards,
AliExpress Customer Service Team

Hello Carl, if you wish to cancel your order then please do contact us on Facebook/Twitter with the following information:

- order number
- name
- email address
- contact number
- full billing address inc postcode

Please quote 'Trustpilot' & provide a copy of your review within the message. This will enable us to deal with your query a little faster.

https://www.facebook.com/argos/
https://twitter.com/ArgosHelpers
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See posts, photos and more on Facebook.

Hi Carl, 

Thanks for leaving a review. 

I apologise for any frustration caused by the games that you did not receive.

After the order is sent, please wait 7 working days for delivery. Sometimes, the postal service may take longer due to factors we can't control. If your media items don't arrive within this time, we can replace them if we have stock or issue a refund.

When we attempted to initiate the refund, we received an error that stated the seller refund can't be triggered because of the ongoing dispute you had with eBay. It was after the dispute was closed that we were able to refund you on 10/10/2025 for both unreceived items. 

I truly regret the upsetting experience you have encountered. 

Best Regards, 
Onica
musicMagie

Dear Customer,
Due to the lack of completed request information form, we regret to inform you that we are unable to process your case due to insufficient information. Please accept our deepest apologies for any inconvenience you've faced. If you need further assistance or have any additional questions, please don't hesitate to consult our Help Center at AliExpress.
https://helpcenter.aliexpress.com/s/BuyerHelp
Thank you for your understanding and cooperation.
Best regards,
AliExpress Customer Service Team

Hi, I'm sorry to hear of your poor experience and thank you for taking the time to leave your feedback.
Please be assured that every parcel and every customer is really important to us. If you need help, please visit our contact page at https://www.evri.com/help-and-support/help-centre#/ or call us on 0330 808 5456, leave us your details on a voice message, let us know if you prefer a call back or an email and one of our Customer Services team will be in touch so we can understand what went wrong.
Thank you, Kimberley

Hi, I'm sorry to hear of your poor experience and thank you for taking the time to leave your feedback.
Please be assured that every parcel and every customer is really important to us. If you need help, please visit our contact page at https://www.evri.com/help-and-support/help-centre#/ or call us on 0330 808 5456, leave us your details on a voice message, let us know if you prefer a call back or an email and one of our Customer Services team will be in touch so we can understand what went wrong.
Thank you, Kimberley

Hi Carl,

Thanks again for your feedback.

Just to clarify for others reading this — we don’t ask Trustpilot to remove negative reviews unless they’re not based on a genuine customer experience. In this case, you openly stated that you had not purchased a policy or had an experience with us, which meant your original 1-star review was not eligible to be published under Trustpilot’s guidelines. That’s why it was ultimately removed by Trustpilot — not by Scratch & Patch.

In the spirit of transparency, here’s the review you previously posted: "So glad I read the negative reviews before signing up.. yes it may be cheap but if they don't pay out what's the point, pay extra and get better cover."

We highlighted in our response that while we understand the importance of reading reviews before choosing an insurance provider, we were disappointed that you’d rated us 1-star without ever being a customer or experiencing our service first-hand.

Our policyholders are happy with their cover, and our 4.4-star rating — built largely on verified 5-star reviews — reflects that.

At Scratch & Patch, we’re transparent about what our policies cover and always encourage customers to review the details to ensure it suits their pet’s needs and budget. We also publish real customer testimonials and claims examples to help people make informed decisions.

We’re proud to offer pet insurance that balances affordability with meaningful cover — and we’d love the opportunity to show you that in action should you ever decide to give us a try.

We're not trying to hide your opinion. We simply want to ensure that all reviews — positive or negative — reflect our customer's experiences.

We remain happy to help should you ever want to find out more about our policies and service directly https://scratchandpatch.co.uk/contact/

Kind regards,
The Scratch & Patch Team 🐾