SetlistReviews 

Reply from Setlist

Aug 22, 2024

Hello Rod,

Thank you for your feedback. Please note that we are always available to assist you through our email at hello@setlist.store, as well as on all our social media platforms. If there has been a postal issue with your order, we are more than happy to help resolve it—however, it is essential that you inform us of any problems. We handle hundreds of orders daily and cannot receive individual updates from Royal Mail on each shipment. It’s important that you reach out to us directly so we can address any concerns promptly, we have a very clear process in which we are able to resolve the small percentage of postage issues, but they do rely on us being informed that there is an issue.

Thank you for your understanding.

Reply from Setlist

Updated Aug 20, 2024

Thank you for your kind words, SG! We’re definitely real people here (most of the time).

As a young operation, we've had a few hiccups—mainly transitioning from my bedroom to a full-fledged premises while trying to manage an extreme number of orders. But we’re fully committed to making sure your items arrive as quickly as possible. We’ve grown from a side hustle with no real expectations into handling hundreds of orders daily from our very own warehouse. While the occasional hiccup does occur, our team is here every day to make things right. We truly go out of our way to be available if anyone needs us. Thanks again for your understanding and support!

Reply from Setlist

Updated Aug 19, 2024

Dear Maxine,

Thank you for sharing your thoughts, and I’d like to address your concerns with clarity.

First, the automated response you received is simply an auto-responder that Frankie had left on after finishing her day, which happens from time to time in a small family-run business like ours.

Regarding your order, I want to emphasise that we clearly communicate a dispatch time of up to 10 working days during busy periods. Despite this, your order was sent to Royal Mail within 48 hours of being placed. When we learned that it hadn’t arrived, we immediately added it back into our queue and had it repacked on the first working day after the weekend.

Given the nature of our small operation and the low-cost products we offer, it's essential to understand that occasional delays or lost packages can occur. We work tirelessly to fulfill every order and respond to all customer inquiries, but expecting real-time updates on packing is simply not feasible for a small business like ours.

We strive to meet the needs of every customer, but it’s important to keep expectations realistic given the scale of our operations. I’m sorry for any inconvenience this situation may have caused, and we appreciate your understanding.

Reply from Setlist

Updated Aug 14, 2024

Hey!

I can’t see an order at all in this name on the system,

We state on the website upto 15 working day delivery for certain things, posters usually go out the same day or the next day, as well as frames.

Mugs can take a little longer as everything is hand made, but a lot of the current tours go out very quickly. Some customs can take a little bit longer :)

Usually, we get an email with the order number - we then reply, and let you know the current status, and then if anyone’s not happy with the dispatch time (never usually an issue as it’s stated on the website) then we offer a full refund 🥳

You’re more than welcome to contact us, let us know the order number, then we can tell you where we’re upto and an estimated delivery date 😅

Reply from Setlist

Aug 8, 2024

Hey, I really can promise you that our life is made much harder when items arrived damaged! We replace, refund, etc - and it's much more common sense for us to send deliveries out properly packaged so everyone is happy!

We have had a couple of issues in the batch we sent out on Wednesday that we were unaware of until Today, where the packaging wasn't correct - this isn't a business decision, this is a human error that we only became aware of when that batch of post started to arrive.

Again, we have nothing to gain by sending out a package that may be damaged, we have a 14 day refund policy for *any* reason, we would just be wasting our time / everyone elses time.

I'm more than happy to send out a replacement in the correct packaging for you if you want to email me at wayne@setlist.store, and I am sorry that your order was initially mispacked

Reply from Setlist

Aug 8, 2024

Hey! It only takes a scroll through our social media to see we were effected by a delay due to moving premises; there hasn’t been a single person that hasn’t been offered a complete 100% refund if they weren’t happy with the delay :)

We have absolutely zero to gain by holding on to your money, it makes our life 100x harder to have an unhappy customer than it does to send an order, we have been sending out countless hundreds of orders every single day (again photos on social media)

We’re thankfully almost 100% caught up now! I’m sorry that you think we’ve made up a refund policy, posted it on social media, put a banner on the website advising it, posted it in trustpilot replies, and added it to order slips :)

Reply from Setlist

Aug 7, 2024

Hey! If your mug arrived with no extra protection, that is a mistake on the packing end - we send all of our mugs in double layered boxes with extra padding, we use packing peanuts, shredded cardboard and bubble wrap.

I am not sure how your order has managed to leave the warehouse without extra packaging and I will make a note of it, but it's not normal procedure at all :)

The delay was due to a premises move, which was unavoidable and we have caught up now, I know your order was refunded but I will get a new one out to you as it's a genuine mistake that it wasn't packed according to the process :)

Reply from Setlist

Updated Aug 8, 2024

Edited Reply -

Yes I hope so too! We are honestly working tirelessly to get everything out as quickjly as possible, I don't like that we have to say 15 working days, when we started (In October) we used to get orders out the same day! We genuinely do work from 8am till 10pm every single day in the new premises, just printing, boxing and replying!

Positively though, we are getting there, we are tentatively hoping to be 100% caught up on everything by the start of next week which will help massively not doing backlog and new orders at the same time!

I do appreciate your patience, I really do - and I am hoping by the time of your next order we can loudly shout about 1 or 2 day delivery rather than 15!

Wayne