Filofax UK Reviews 4

Absolutely disappointed with the non existing customer service. Received my much anticipated order, the monogram on my planner (which feels very cheap and not luxurious at all for a leather cover) is missing, I contact on several channels and instead of a response, I receive a refund for the missing personalisation. This was a birthday present and you have taken all joy out of the purchase. I no longer wish to own a Filofax and can say this is one of the worst experiences I’ve had with any brand and not something I expected from a “luxury” brand like yours. Will definitely look for an organiser elsewhere and advise anyone not to purchase from you.
When I queried this, I was told that i hadn’t filled in the form for the personalisation, so they didn’t know what the I wanted.
1) I definitely filled this in
2) even if I didn’t, your website shouldn’t let me order a personalisation without providing required detail such as colour and word(s)
3) there was no apology or ownership from anyone at Filofax, in fact, they were quite defensive and laying blame on me
4) I only received the refund for the missing personalisation once I complained! Not when they noticed and decided to send me an item I wanted with personalisation without it.
5) no offer to remedy the situation.
All in all, couldn’t have had a worse experience
Returning them was also a faff, no return label provider and customer service sent me an image to an address that I could not load on any browser or outlook. It ended up being a free post address at least but I only received my refund when I chased that as well.

Absolutely appalling customer service. When you place an order it says a delivery is 3 to 5 days after processing time. However, no indication is given us to how long processing time is. When I ordered something that required great personalisation a couple of years ago, I assumed that the ridiculously long delivery time was because of this. However, this year I ordered something that was a stock item and I’m in the same boat. You cannot get an accurate delivery date, they do not reply to emails and they do not seem to have any urgency to send out good that you’ve paid for.

Plenty of alternatives out there these days. Seems like this company just struggling to stay relevant.

Disappointed so far. Placed an order 28.11.25 and still waiting for delivery. Contacted company told that once it’s passed to Royal Mail there’s no tracking available. Waited until 15.12.25 (now 10 days since Whistl tracking says my parcel was handed to Royal Mail), contacted company again to be told to wait until 18.12.25 - if no parcel to contact again.
The parcel contains Christmas presents that I’m running out of time to order from elsewhere for pre-Christmas delivery. I feel like I’ve been more than patient. It’s been 20 days since I placed my order expecting delivery in 5-7 business days as stated when I checked out.
Hoping that someone will either find my parcel or refund my purchase.

Update…
Filofax finally understood what I’d been trying to say and admitted the order had been lost on 17.12.25. (Which I totally understand happens sometimes.) They offered me a refund or replacement and guaranteed the new order would arrive before Christmas. I was dubious but thought I’d give them the chance to rectify.
The replacement order arrived 19.12.25 but unfortunately was missing an item.