Leaky £12.00 mugs - AG not interested so won’t be fixed in future mugs.
I bought 6 fine bone china Alison Gardiner mugs at +£10 each and 2 of them sprung a leak where the bottom of the handle connects to the mug. I wrote to advise them. I was not looking for anything, just thought they may like to know as that seemed to me to be a pretty consistent problem. The response I got basically told me that I had not been looking after them properly - end of. I have cheap, fine bone china mugs that have lasted for years longer without a problem. I wrote back hat I found their response patronising and made it apparent that they were not in the least bit concerned about a possible deficiency in their expensive mugs. They offered me replacements at half price+£6 but why would I waste my hard earned money.
Reply from Alison Gardiner
Hello, thanks for leaving a review – we weren’t aware we had a profile on trust pilot so please accept our apologies for only responding now.
We are very sorry you feel let down by our customer service on this occasion. We always appreciate any feedback on our products as we pride ourselves on delivering high-quality, British-made products, and if we find any fault we are always willing to offer exchanges and investigate this thoroughly with our manufacturers, to reach a positive outcome for our customers. In this case we recorded the faults you reported and followed up with our manufacturer so they were aware there may be an issue. As you had been given the mugs over four years previously, we were unable to offer a full refund, we tried to resolve this for you by offering the same mugs at half price + £3.95 postage, and to let you know our advice around caring for fine bone china. I’m sorry you thought this came across as patronising, this really wasn’t our intention. Our offer of half price mugs + postage still stands if this interests you.
Many thanks,
Emily, The Alison Gardiner Team