Heritage of Edinburgh Reviews 147

Very unacceptable customer service department and hidden terms and conditions in small print!!
I have been very concerned by the lack of a response to a email I sent to them on 8/11/22 and failing to answer phone calls
It reads as below:

Order number HOE1522
I am contacting you in respect of the recent above order which was for a Cape from your online store

The Cape was purchased by my mother who is 90 years old.
Although she has learnt to order goods via the Internet she often fails to comprehend the terms and conditions of the order.
Unfortunately she does suffer with early onset dementia and can get easily confused by small print referring to the actual purchase if indeed she manages to read them before making an order.
I note that on 31st October 2022 several emails were sent to you by my mum's carer who was extremely concerned that you were not willing to accept a return and refund for the Cape.

You stated hygiene reasons for your decision.
As it was clearly pointed out to you at no time did the Cape touch any skin or hair at any time.
It was tried on for only a few seconds and this was over full daytime clothes.
There was no chance whatsoever for hygiene to be compromised!!
Unfortunately you did not respond to the last email sent to you by the carer and I am therefore particularly concerned about your "customer care" and the lack of flexibility and understanding in trying to find a satisfactory resolution for the customer.
I would especially request that a compromise be reached on this occasion and that the return and refund be granted.
I would like to be able to give your organisation a positive review on social media but at the present time feel that this situation is certainly not acceptable and would warrant a review that highlights the unflexible attitude that you are currently displaying to your customers.
It would be ideal if you can demonstrate a much more helpful and understanding attitude in this instance in order that I can write a positive review about your company.
In anticipation of a better resolution.
Regards

Jane (Mrs xxxxx daughter)

I brought some gorgeous nautical eggcups from Heritage of Edinburgh and unfortunately when received some of them were broken in transit. I contacted Dominik and immediately he came back to me and resolved the issue by sending out replacements and keeping me advised of what was happening. I would not hesitate to deal with the company - they offer a first class customer service! Highly recommend

The items I was looking for were available, ordered one day and delivered the next day.
Everything was packaged beautifully and great quality.
Very pleased with my purchase.

Fits like a dream, ordered Navy but came a lighter navy,
but it`s a nice colour so not a problem.

Exactly what it said it was, good quality, quick delivery

Everything was shipped and arrived quickly. One of the caps ordered was exchanged for another style, but it is a nice cap and my nephew loved it.
All the items were beautiful. Thank you!!

Easy to find everything on the website. Good sale prices. Quick delivery. Two out of three products are great quality. The third I didn't use it yet, but hoping it will be as good as the other two.

Very high quality rugby shirt and delivered so quickly.

They had the best price and organised a very quick size return. Very happy with my lovely Harris Tweed waistcoat :)

Fast delivery
Item was how I expected from order
Update on delivery was accurate
Packaged well

I was looking for a Scottish gift for a colleague in another country and it needed to be easy to pack in hand luggage, so a Blackwatch Tartan wrap was my chosen item.

It arrived within a few days, well packaged.
If I had one niggle, it was that the price was still on the label, so I had to damage the tissue wrapping to take it off. But not the end of the world.

It's a lovely gift.

TOOK LONGER TO PROCESS ORDER AND DELIVER THAN I EXPECTED

Postage slow but a suppose with all the stikes, Quality perfect thought it would of been basic material

Just great..including packing..Good price good item

Excellent quality, value and service.

Very good trews prompt delivery.

All is on time. I received the package in good conditions. Good service. Sincerely.

The tin of Broon's fudge that I was sent was not the one that was shown.
I collect the tins and received one that I already had.

Amazing customer service and good quality products.