Made Personally Reviews 

Reply from Made Personally

Nov 24, 2024

Hi Shannan, I'm writing this response, in truth, in absolute dismay. A similar note to that which I sent you by email after notification of this review. I'm utterly bemused and upset to have read this review, which was left within hours after I sent you an out of hours update on a Saturday to let you know your order was out for delivery and days ahead of when you needed the order by. You comment that the customer service is awful and that your not happy with how things we're handled - I just need to clarify a few points for the purpose of this public response.

Your order was placed on 11-07 as you said with an estimate dispatch of 13th - 18th. This is both an estimate, not a guarantee, and of dispatch not delivery. You contacted by email on Wednesday 20th at 14:57 to advise that you needed the order by the next week to which I responded at 18:19. I advised that the order had run a little past the estimate but was due to dispatch by Friday (22nd). You further emailed to advise that the order was needed by the 26th and did not demand a refund, but asked for a refund if the order would not arrive by this date. You advised that you "cannot trust Royal Mail" as you had two parcels go missing recently and it seems that your concern was related to Royal Mail's service to you recently received, not to myself.

Given the urgency I ensured to expedite your order dispatching on the 21st to ensure your order had time to arrive. Following dispatch, I heard nothing else from you and I decided out of hours on Saturday 23rd to keep you updated, and emailed you with a manual update to let you know your order was out for delivery 3 days ahead of when you needed. Unfortunately, I'm not sure why but you then felt necessary to email and say "you shouldn't trust random websites on Google" and then within a matter of hours posted this damming review containing profanity.

I have to be honest and state that I am utterly confused by your response, as you have received nothing other than what I think is excellent service. You had prompt replies to your emails, I ensured that the order was dispatched in more than enough time to arrive, and even went out of my way out of hours at a weekend to keep you updated with the status of your delivery.

As you will know I've reached out to you since this review to discuss this, but unfortunately have not received any response from you.

Your order was delivered at 11:27 on 23-11 (days ahead of the 26th when you needed the order by).

Kind Regards

Reply from Made Personally

Oct 30, 2024

Good morning, I'm sorry to see you have left a 1* review and that you've apparently not received received your order. I've looked back to the 1st and can't see any orders by the name of Annie. I've also checked all messages and can't locate any messages by this name either. If you could please contact I'd be happy to look into this for you. Kind Regards

Reply from Made Personally

Oct 12, 2024

*Reposting previous response as this covers the third reposted review from this customer*

Hi Carly, it’s disappointing to see that you have left a 1* review following your previous 5* review. I would like to take the opportunity to respond to the points you have raised.

As you know, you first reached out after receiving delivery of your order on 07/09 to notify that I had mistakenly printed the wrong character choice of the design on one of the garments. Despite your message coming through out of hours at 21:30, you’ll know that I responded within 5 minutes to your query to apologise and offer to resolve. I offered to get a replacement made and also offered for you to keep the garment that had been received free of charge, as despite the fact it had the wrong character of the design, it was personalised correctly. You advised that the replacement wasn’t needed until December so there was “plenty of time” to resolve.

When you messaged further for an update earlier this month I was able to confirm that I had made and dispatched the replacement and provided tracking. On the 04/10, unfortunately you then contacted to advise you was not happy with the item received because it was not “as vibrant” as the other garments.

I explained that the item was not as vibrant, not due to print quality, but due to the design selection and garment colour you had chosen – which both we’re shades of lilac. The other garments we’re more “vibrant” because the designs you chose had more vibrant colours in them. As I explained, the design choices and garment choices available are both visible on the website to view prior to purchasing.

The item is made to order, with your design choice and garment colour choice, which was a Daisy Duck design (which contains lots of purple elements) on a purple hoodie. I’d also just like to add that you we’re more than happy with quality of all the other garments received and described them as “vibrant and lovely”. As explained, the replacement garment wasn’t less vibrant because of a fault or print issue – but the fact the design selected was not as bold a colour and it was selected by yourself to be printed on a garment colour of a similar colour shade.

I would like to clarify that at no point did I say “it is what is is” and discussed at length with you and explained thoroughly the difference between this item and the others you had received, which I’m afraid as above was your choice of design and colour garment.

Following our email exchange late into the evening last night you then swore at me calling it a “sh*t show of a service” and then sending insulting messages of “Says more about you than it does anything”. I will not accept threatening and abusive messages.

Kind Regards

Reply from Made Personally

Sep 18, 2024

Hi Katie,

I'm sorry to see you have left a 1* review.

As you have mentioned we first had a message exchange on the 9th where I had messaged back same day, and then ensured out of hours on the evening to provide an update on your order. You then reached out today at 08:53, chasing again at 09:55, followed by a message at 19:07 alerting me you we're writing a Trustpilot review.

As per my response, it's unfortunate that you had not provided a fair opportunity for me to reply before writing this review which says you sent a WhatsApp with no response - by time you submitted this review (19:07) you had not given a fair chance for me to reply.

As per my message this evening, your order was completed ready to dispatch but given your dissatisfaction I have already gone ahead and issued a full refund in order to resolve this situation.

Kind Regards