lindsay

I ordered a bag on 17th jan, paid almost £200 and got an email to say my order was placed and to expect it 23-27 Jan. I had nothing from them to say it was shipped but waited til 28th and emailed. On 29th Customer services sent an email that said another department had to deal with it. As I’d been waiting quite some time I asked them to reply that day. Nothing. Wrote again 30th, nothing. On 2nd Feb I asked for a refund. Nothing.
So I’m now out of pocket, being ignored and am very worried. What an awful way to treat someone, communication is essential, it just feels like theft. I can see they reply to people on here so hoping this may result in someone caring enough to sort.
***EDIT*** please note the below reply from the company is not the truth. Following the publication of this post last night (4th Feb) I received a PayPal notification of a refund very early this morning and then later this morning (5th Feb) had the referred to email saying there was a technical issue. This firms up my belief that anyone reading this should never use the brand as they also have mislead people with the below comment.

I was a bit disappointed on my most recent order, the photos came out really dark on the card and it cost almost £6! For one card - it’s too much to not be 100% delighted.

Ordered twice from them for Christmas presents, 2 different framed photos in different sizes and frames, very happy with the quality of both.

Lovely crisps, cooked in coconut oil and another cooked in olive oil. Arrived on time, will buy from them again.

Big let down at Christmas. Ordered in October thinking that much notice would secure my food. Ordered for 23rd Dec but got a message late in 22nd to say it would now be delivered on the 24th. The whole point was to get quality meat, which it is, and avoid the shops at peak shopping time to be with family. But I went to Waitrose and got some food for the 23rd and got extra for the 24th as I had the fear it wouldn’t arrive.
The parcel arrived, but the chocolates had been swapped out and the large wellington to feed 5 was half the size I’d paid for! No communication at all, they took my money months in advance and failed on Christmas Eve! I got a refund immediately without any quibble, I asked if they could get a Wellington out to me but they just said no. So please don’t rely on this company for a special occasion.
Also the cooking instructions for the wellington were wrong - I’ve ordered a wellington from them for the last 3 years at Christmas so something went very wrong this year.
Lucky I had spare food, was quite an expensive experience and cost time away from family which I resent.
I’ve had plenty of meat boxes over the years that have been excellent. I’ve even had a call from them in the past when one item of cheese wasn’t available, so I do recognise that in the past they were a super company with excellent communication and customer care. I suspect they have been highly successful but have not managed to scale up and sadly the customer is the one to be let down.

I got two Tess dresses to try two colours and sizes. They arrived quickly and I had great communication. I returned one easily and absolutely loved my dress in Navy and had lots of compliments.
My only regret was the lack of pockets!!! I adore dresses with pockets, I hate having a handbag, it would be a great addition for future styles.
Highly recommend this company and will use again.

Nice top, quite expensive but had 30% off, so got it. Sadly it had holes in after 2 wears so I contacted them - they made me send picture after picture. I asked to swap it for a new one, but had to refund. I asked them to price match the 30% but they could only do 20%. It’s too much effort for something that was expensive and not good enough quality.

Terrible service. Refunds have to go back to several different warehouses via several different couriers/lockers/post office and the actual refund to get your money back takes weeks. Just not worth the effort.

Over a month wait for my refund, highly praised for my patience via email but feeling scammed and not trusting I will get my money back. The sizing is all over the place so you have to be able to purchase in good faith that you can make returns. Do not use this site, go to the shops or avoid altogether.

Good communication, arrived in time and got us home safe from a concert, thank you

Very speedy delivery, good communication and absolutely beautiful bedding. Very happy.

Easy to sort online, but I made an error and they took a really long time getting back to me, which was a real shame as it meant I had to call them from my holiday. However, the lady I spoke to who sorted it for me was so lovely, efficient and she knew exactly what to do, so she made having to do admin on holiday worth the pain!

The flight was very busy and we were on it when the pilot announced a 55 minute delay. Then we did leave on time so that was odd. It was very squashed at the window seat and very uncomfortable. When we landed the ground crew weren’t ready for us so we had to wait on the plane! Then wait on a bus to get to the terminal, felt like cattle.
The staff were lovely though.

I’ve been going to Royal Wharf Clinic for a few months now, I began with having my bloods done by Darren, who was calm, kind and efficient. The place is spotlessly clean and they really put me at ease to find a solution for my alopecia, I’ve been having micro-needling combined with the nutrition they advised and my hair is so much better!
My last visit was for profhilo with Dr.Shaan who was also very kind, a great listener and very accurate with the injections. My skin looks amazing!

Very happy with their service on my initial order, all went smoothly and in better news, the fussy cat ate the new food, so will be buying more!

Used a few times, the communication is good, the goods arrive on time and signed for so they are secure. Highly recommend.

Product didn’t work! My poor indoor cat has fleas for almost 6 months, I purchased the topical flea treatment and a can of spray, but nothing worked. I felt fobbed off when I contacted them on what’s app, and they never got a vet involved, even when I sent photos of the awful adverse reactions she had when he neck went scabby on the 4th Or 5th tube. She’s 7 now and this is only the 3rd episode of fleas, normally on the 2nd tube with the usual vacuuming and washing she is sorted. It’s now month 6, I cancelled the subscription and got something from the vet instead. I wanted the convenience of monthly deliveries, but my poor cat has suffered and been miserable as this product is not working. That makes me really sad and cross, a waste of money but worse than that is feeling bad for her, I wish I’d ignored their convincing messages saying it would work because it really did not.

EDIT: the below reply is inaccurate, I was told to continue use to month 5 and encouraged to buy more house spray. I was the one who said I would cancel the subscription due to the adverse reaction, not Itch recommending I discontinue and I did send the adverse reaction form! So please be aware, the product does not work, my cat suffered and the response below is not accurate at all.

Every element was great, from being in store, ordering, and Dan and Steve delivering the sofa. The sofa is fabulous too, delighted with it.

Very happy with my order, good communication throughout and it arrived quickly, lovely quality. The sizing was good. Will buy again.

I was very concerned when I received a waistcoat rather than the jacket I’d ordered and I made the mistake of buying it before checking on here. I saw another person had the same thing happen so I did get the fear and told them as much.
As below, they didn’t have the jacket I ordered, but they did send me links to the ones they did have, but they were not blue so I didn’t want one. I asked to send back the waistcoat and have a full refund. They handled my complaint quickly and sorted the refund in full and offered me to keep the waistcoat for good will.
So overall a lot of time spent sorting and worrying but it was handled very well indeed.