Cromwell Reviews 

Reply from Cromwell

Sep 4, 2026

Mr Moth,

Thank you for taking the time to speak with me just now. I'm pleased to hear that you were happy with the service and the resolution we were able to provide.

I'd also like to apologise for the issues you experienced with both the delivery and the faulty M2 die. We understand how frustrating it was to have to chase for an update after reporting the fault, and we're sorry that our communication did not meet the standard you expected.

Thank you for bringing the matter to our attention and for giving us the opportunity to put things right. I'm glad we were able to reach a satisfactory resolution and process the refund for you.

We truly appreciate your patience and your feedback, and we hope to have the opportunity to serve you again in the future.

Kind regards,
Donna,
Customer Resolution Team.

Reply from Cromwell

Aug 28, 2026

Cari G,

Thank you for taking the time to share your experience. While we're pleased to hear that you were happy with the products and that your order arrived quickly, we are genuinely sorry for the frustration and inconvenience caused by the duplicate charge and the difficulty you experienced in getting the issue resolved.

We completely understand how concerning it must have been to discover that you had been charged twice and then not receive a timely response to your email. That is not the level of service we aim to provide, and we appreciate how disappointing this experience was, particularly when you had to take the additional step of raising a dispute through PayPal.

Following our investigation, we identified that an internal payment processing error resulted in a duplicate payment being taken. We can confirm that the duplicate payment has now been fully refunded, and confirmation of the refund has been provided.

Please accept our sincere apologies for both the payment error and the delay in resolving it. We value your feedback and are reviewing this case internally to help prevent similar situations from happening in the future.

Kind regards,
Donna
Customer Resolution Team.

Reply from Cromwell

Aug 27, 2026

andy stephen,

Thank you for taking the time to leave your review.

We are sorry that the delivery timeframe for your order did not meet your expectations. We understand how disappointing it is to place an order in mid-August and then discover that the supplier's latest availability date meant delivery was not expected until October.

When you contacted us for an update on your order, we obtained the latest information from the supplier and advised you of the revised delivery date. We appreciate that this lead time was not suitable for your requirements and understand your decision to source the item elsewhere.

Following your request, your order was cancelled and a full refund has now been processed.

We apologise for the inconvenience caused and thank you for your feedback.

Kind regards,

Donna
Customer Resolution Team.

Reply from Cromwell

Aug 27, 2026

Thank you for taking the time to leave your feedback. We are sorry to hear that you were disappointed with your experience.

We understand how frustrating it is to place an order expecting a quick delivery, only to be advised afterwards that the item was unavailable from our supplier and subject to a much longer lead time than originally anticipated. Unfortunately, the updated supplier information was only received after your order had been placed.

We appreciate that this situation fell short of your expectations and sincerely regret the inconvenience and disappointment caused. Customer feedback is important to us, and we are continually working with our suppliers to improve the accuracy of stock availability information shown at the time of ordering.

Thank you for bringing this matter to our attention.

Kind regards,
Donna

Reply from Cromwell

Aug 28, 2026

Alistair Macmillan,

Thank you for taking the time to leave your review and taking the time to speak with me earlier.
We are sorry to hear about your experience and understand how frustrating it must have been to receive multiple delivery delay notifications after placing your order.

After reviewing your order, we found that the item's availability changed following placement, resulting in revised delivery dates being issued. We appreciate that this was disappointing, particularly as the item appeared available when you placed the order.

We are also sorry that your attempts to cancel the order did not meet your expectations. A return request was raised; however, we acknowledge that communication regarding the return process and updates was not as clear or timely as it should have been. This understandably added to your frustration when trying to resolve the matter.

We value your feedback as it highlights areas where we need to improve both our communication and customer service processes. Please accept our sincere apologies for the inconvenience caused.

Kind regards,
Donna
Customer Resolution Team.

Reply from Cromwell

Sep 3, 2026

Ms. Sharon Smith,

Thank you for taking the time to share your feedback. We are very sorry for the frustration caused by your order experience.

Having reviewed your order, the quantity was supplied in two deliveries due to stock being held across different locations. Whilst the first shipment was despatched as planned, we are sorry you were advised the remaining balance would arrive the following day and this did not happen. We understand how disappointing and frustrating that must have been.

Please accept our sincere apologies for the confusion and inconvenience. Your feedback has been shared internally to help improve the accuracy of the delivery information we provide to customers.

Kind regards,
Donna
Customer Resolution Team.