theenchantedwardrobe.co.uk Reviews 

After retiring to france a few years ago, it's not always easy to find a really nice gift I can send out to my nephew in the UK. I found The Enchanted Wardrobe on Google and found my granddaughters favourite show as a personalised t-shirt. I order her a birthday one and a personalised one too. I have only been able to see the t-shirts on a video call, but they look great and my granddaughter loves them! In fact apparently he didn't want to take it off! My daughter said that they we're nicely packaged and the quality of the tops was perfect and a really lovely bright colour design. Really pleased with my purchase and can't wait to see my granddaughter next month to see the tops too! Would recommend and my daughter said she had lots of friends at the party asking where the top was from too!

I first ordered a personalised water bottle for my son 15th July with an estimate to dispatch on the 22nd July.
I completely understand that an estimate is purely that however, I did not receive the product until 6th September - 7 weeks later than the estimate.

Within this time frame I emailed Victoria a few times to query when I would receive; the reasoning behind the delay was unexpected stock delay (I was informed stock had arrived the day of my first email query - 28th July and that my order would be dealt with as quickly as possible…!)
When you manage a business, however big or small, you must always endeavour to provide good customer service and a customer chasing their order does not reflect this. If there were stock delays providing such significant gaps in dispatch dates, customers should be updated.

The water bottle I received also doesn’t work. It’s a straw bottle and the straw just doesn’t stay attached to the inner lid so it’s completely unusable.
I sent an email regarding this 10th September with no reply from Victoria. Further to this I requested a refund 15th September and have had no reply to this despite Trust Pilot reviews being replied to within this time frame - again, highlighting lack of customer concern/general service.

After such a long wait for a product, such poor communication and to then receive a faulty product I would not recommend this business. Scanning the other 1* reviews which make up over a quarter of feedback, I wish I had check Trust Pilot before using as it’s a definite red flag.

Good service
Victoria was friendly in her problem-solving and serviceminded

I am only giving 1 star as this is the lowest option.

My wife ordered a personalised t-shirt on the 20th August, for my sons birthday.

Still no t-shirt, despite emailing on numerous occasions and having a few lying responses suggesting a new delivery date.

Still no t-shirt or refund offered, so unless you are happy to gamble on this company stay well clear.

You'll probably see Victoria reply to this review, stating she doesn't know who this customer is. . . but the order was for a personalised, super mario t-shirt with the name

HARRISON PARTY 5

Hope that jogs your memory

Thanks for the prompt response, if only you was as good as delivering your products on time - you would have got a higher star. Yes my wife ordered for my son and that gives me every right to make my comment.

The time you spend correcting negative reviews, should be spent working on your production line and guess what, still no top or date to get this resolved.

So why don't you spend more time on that and i'll update my review, with something more positive.

I ordered a t shirt for my granddaughter at the end of July. It's now 19th September and despite a number of emails and confirming the address to them I am still without the t shirt and we are now into autumn and no longer needed. It's sad as I like supporting small businesses, but this time it's not been a good service

Order dispatched later than expected which is the only reason for the 4 stars - however fortunatly the order arrived in time for my little boy's birthday and he absolutely loved his birthday t-shirt. Really good quality, just a shame that it's now got birthday cake and food on it!! 😂 Boys will be boys! Already recommended to friends to order and would definately recommend to anyone looking to purchase.

I placed an order for a varsity jacket on 27th Aug. It had an estimated dispatch date of 2nd Sep but I needed it for 10th so I paid for express tracked delivery.

I did receive an order confirmation and the payment was taken but 2nd came and passed with no further update.

I chased via email and was advised on 6th Sept that they had supplier issues but if I wanted to, I could change the jacket for a hoody as an alternative.

I declined the offer, advised Victoria to please cancel my order and issue a refund so I could purchase an alternative gift for my niece. I did say I might come back to reorder as a Christmas gift - no chance of that now!

I had no response by 8th so chased my refund and confirmed I had bought another gift elsewhere

I chased again on 9th Sept and got a response on 10th blaming Royal Mail strikes for my refund not being processed but advising it should be processed by Monday 12th

Monday came and passed - no refund or contact

I chased again on 17th Sep and received a reply almost instantly assuring me that my refund would be processed that day and that I would get an email from both Victoria and PayPal once this had been completed.

Still nothing received today so I have raised a dispute through PayPal who have now confirmed they are issuing my refund and will take it up with the seller

THANK YOU PAYPAL

Victoria you should be ashamed of yourself - taking people's money for items you cannot provide / provide on time and giving fake promises of refunds is disgusting. Looking at other reviews you are failing lots of people at the moment and spend more time relying to these reviews than sorting out your business

UPDATE FOLLOWING SELLER REPLY
You clearly wrote that you were focusing on getting orders out rather than processing my refund and stated Royal Mail strikes as the reason - I don't see how I have missed interpreted this.

It takes minutes to submit a refund and then around 3 - 5 days for it to be onwards processed. You probably spent longer typing the email reply with your excuses than it would have taken to send my money back

As for taking payment - you have no notice of stock issues on the website at point of order and you even accept express delivery for items you have supplier issues with. It would be better to state out of stock on the website until this is resolved - I am not saying you stole my money - I am saying your website is misleading over time frames for dispatch and you made no effort to refund me. I have now received a full refund only due to PayPal and not because of anything you did.

Still not received my items from a month ago! Excuse is postal strike but that was beginning of September when strikes happened and I order them the 19th August, wanting a refund as needed them now really so will see, I would avoid now due to this

So I’m not one to write a negative review but I really couldn’t let this go without sharing this. I ordered and paid for a Mickey Mouse clubhouse t shirt for my little boy’s 3rd birthday as he’s a huge Mickey Mouse fan, deliberately in the knowledge that I’d receive it in time for his birthday on the 3rd September. I ordered the t shirt on the 19th August with an “estimated” dispatch of the 26th August. So by the 29th August I was concerned that I’d heard nothing, no automated dispatch email or anything so I thought I’d email. Then after getting an automated response saying that the seller was away I was pretty gutted that clearly my t shirt hadn't been sent yet but apparently the seller was back on the 30th August. So I left it a few more days to give the seller a chance to respond after their holiday but still nothing. By the 2nd September which was a day before my little boy’s birthday it was clear that the t shirt was never arriving so I emailed again to say I would have appreciated a response to my email. Guess what…..still nothing and to this day I have never received a reply! Yet as soon as I sent my email at 21:08!!! I had an automated email to say the t shirt had been dispatched! Absolute rubbish pretending to have been dispatched! Utter lies! The most upsetting thing is I explained in my first email that it was my little boy’s birthday on the 3rd September and I really wanted it for his party! I have read many other reviews on here where the seller has had the audacity to respond arguing which I imagine will probably be the case here but all I can say is if you’ve got the time to send long winded replies like that maybe you could use your time more productively by actually sending the item that the customer has paid for! Yes I do appreciate the postal strikes may have played a part but I have received other items that I ordered after that date and there’s no way it should take almost a month to arrive postal strikes or no postal strikes! Yes I finally did receive the t shirt…….nearly a month later well after his birthday! Thanks for nothing! I would suggest you take a long hard look at your values as a business before you end up with no customers. I mean how can you expect to run a business with absolutely no customer service what so ever??? Surely you must expect this sort of feedback!!! I just wish I’d have seen these awful reviews before I’d ordered!

Brilliant communication and made a bespoke Sleeping Beauty dress for my daughters birthday. It is absolutely stunning, like nothing I have ever seen.
A very happy customer

I ordered a T-shirt for my son’s birthday. Due to the Royal Mail strikes it was a bit later. Victoria was so helpful and quick in replying to me emails, thankfully it arrived in time for his birthday. Would definitely recommend and won’t hesitate to order again

Further update as response to ridiculous reply from proprietor:

Whilst noting your tone back to a customer here at the outset, the email was sent last night after giving you the full two days you yourself gave me as the expected dispatch time. I was hoping to receive a quick email back this morning to advise my order was indeed on its way.

Given this reply, and the fact you have issued a refund now, I suspect my order was nowhere near being sent - I assume you are not refunding after sending an item?! No business is refunding after dispatch so your action tells me I have been right to email and to update here!

With all due respect, there is no slander here - nothing I have posted is an untruth.
It is not your place as a business courting purchases from customers to ‘give me advice’. I do not need your advice, I needed the items. You HAVE my money and I do NOT HAVE my goods!!

My opinion (which I am entitled to have as a paying customer based on the facts as presented below) is for other customers to think twice about placing an order with your company unless they have unlimited time to wait for fulfilment and a need to converse with a company over an Internet forum.

Last point - I am now without a very wanted present for my daughter, without time to replace as I believed your assurance last week!!

Update - please see below thread.
Following an email exchange one week ago (started only because of this review), the proprietor gave reasons for delay and advised order would be ready for dispatch Wed/ Thur of this week. We were asked again to remove this review in the meantime. I am now very glad we didn’t, again no communication to state dispatch has been undertaken (we are now on Friday), no email to give explanation (if any).

Money taken, still no goods.
Appalling customer service.

—————————————-

As previous posters have suggested, do not use this website if you require a timely service or have an expectation of customer contact. Placed an order on 28th August, items required for my daughters birthday - payment taken from PayPal account immediately, so assumption made that order could be fulfilled.
No order confirmation from company, no replies to contact form requests on website (sent last week and this) and no reply to emails sent. Fully appreciative of small business restrictions and potential delays by postal strikes, but zero communication with customers, when orders are WELL past the estimated times is exceptionally poor customer service. Most personalised items are ordered for special occasions. Review left here in a last attempt to have order completed and sent or have money refunded. Will not use again.

Update after response from business:

Response edited twice due to lack of signal and website timing out. Reply to email will be sent once I have logged on to my emails later this afternoon.

I am not going to argue with a business on a public forum. My goodness. I have sent you 2 emails and filled in the contact form on your website also. If these have not been received that is not my problem. I haven’t left a review here after not trying other avenues - I only Googled reviews of your company after worrying I had no contact. I waited the length of time suggested by your website for a response to both email and message form. Unfortunately the reviews on this forum would suggest this isn’t an isolated case. I felt this was my only way of contacting you.

With all due respect, your working times/ order management/ family priorities are not the concerns of your customers. May I suggest increasing your delivery estimates, so alarm isn’t caused when orders do not arrive/ no communication is received. As you correctly say, your website does clearly state ‘an estimated delivery date’, however with no communication at all from you to advise on a delay exactly how do you propose customers know if orders are processing, completed, sent for delivery, delayed with courier? The only proof of purchase I have is my PayPal receipt - there is no way of even tracking the status of my order.

I’m afraid receiving no record of purchase from supplier, no contact from supplier despite numerous attempts, and items being well over estimated times causes dissatisfaction with service as a first time customer, whether you as proprietor agree with that or not. An argumentative stance as a reply here has not restored any confidence.

I do find it surprising that I have a response from you within 24 hours after posting here. Once we have communicated via email and I know exactly what is happening with regards to my order, I receive it or have a refund - I will remove this review at that point. Until such times however, I’m afraid this review stays.
Regards

I ordered a tee shirt for my grandson 1st birthday the quality is exactly very happy with my purchase

I ordered a family set for my first holiday away with our baby. We were due to go away on the 20th August 2022 and so I ordered on 24th July 2022 three personalised t-shirts for the trip. The order confirmation stated an estimate dispatch of 29th July 2022 and according to the website it would take up to 5 working days for delivery- seems fine so far. I then emailed on 4th August 2022 for an update as I heard nothing further. No response so I emailed again on 8th August 2022 stating I needed the shirts by the 18th August at the latest. I got a reply quickly to say the order had been dispatched. Fair enough I thought as I am not unreasonable and didn’t mind a short delay. It then got to 16th August 2022 and still no shirts. I emailed again and got a response to say that there was a delay in materials and she would send out the items on the 18th which would of course be cutting it fine as we were flying out on the 20th August 2022. Subsequently the shirts didn’t arrive before our holiday and I asked for a refund as at every stage I said to Victoria that I needed the shirts by a certain date or I would request a refund. Now she is refusing a refund as she states that the date of dispatch is an estimate but in my mind there is a big difference between 3 days and 3 weeks! It is unreasonable to expect a customer to wait for products for a month when the timescales on the website are much quicker. I have tried to be nice but the refusal to grant a refund is such poor customer service, especially when I have been more than patient, that I was compelled to warn others. If Victoria said she would be unable to fulfil the order on time then I would have gone elsewhere and avoided disappointment but I wasn’t given the option. Terrible customer service and I have urged the proprietor to stop taking on orders if she can’t keep up to avoid disappointment for other people in the future! Avoid at all costs!

Update:- Following the reply from the business owner, I just want to reassure a reader that my review is truthful and not ‘false’ as stated by then. It is a shame that the business owner replies to all unfavourable reviews with a narrative that the negative reviews are ‘wrong’ or ‘false’ or ‘slanderous’ rather than reviewing their own business practices or better yet reflect upon why negative reviews are posted. If items are received within timescales or at least the customer is communicated to ahead of time to advise of a late order then they would only ever receive good reviews.

REFUND has been refused by business owner even though items received after event and 4 weeks after order placed! I am looking into trying to claim my money back some other way.

I have now purchased 4 items from the enchanted wardrobe . All items have been beautiful and really high quality .
3 of my items arrived with no issues all within the estimated time frame and when they arrived I was so pleased with how they were. I bought as gifts for my children's friends and my son himself . I think all items on their page are perfect presents , great quality and reasonably priced . I would just say with the way postage deliverys are and if you order something that's a new design just be aware it may take a lot longer than estimated time given . Which was case for one of my items . I have to say though that after emailing I had almost immediate response help and communication through whole process was absolutely brillant . So I would highly recommend my enchanted wardrobe such lovely items and small business . Just make sure you leave plenty time for delivery .

Very happy with my recent order. Easy website to navigate and good email communication.
Very pleased with my personalised products.
Did take a little longer than stated for delivery but I would take this into consideration next time. I would definitely buy again from The Enchanted Wardrobe.

Very responsive to emails. Very helpful when asking about dispatch dates, as she unfortunately had delays. However when it’s one person running a business by themselves I can understand. Contact is kept up when you email. The items are literally as shown on the images, I ordered one for a work colleague for her birthday and it’s arrived exactly as I expected it would. Very very happy with the service, delivery and item😄

I don’t quite know where to start. This company have been a disaster. I had no communication from this lady until I wrote a review on here. I then was asked by her to delete my post to my regret I did as she stated she would give Me a refund as my items had not even been started 2 weeks past Edd. I emailed 17th asking if my refund had been processed…no reply I then again emailed 23rd August, ti which I got a reply saying the refund would be processed that day. I have since sent two emails since and no reply or refund. Its absolutely disgusting and poor business ethic. Avoid this company please.

I ordered my son a pair of pyjamas on the 3rd of august with expected delivery the 17th August, nothing had been received, I contacted Victoria straight away and told her that with the postal strike would I get them or if not I’d have a refund. Her response was there is only 2 postal strikes I will get them on their way early this week (19th August). I then messaged on the 26th, 27th,28th and 29th I had no reply. I then had a reply on the 1st September to say that it was not possible to complete the order. Knowing I needed the pyjamas on the 2nd September I was unable to order else where and get pyjamas for my son! Avoid if you want to be let down the day before after ordering a month ago!!!

Really pleased with my latest order from The Enchanted Wardrobe. Easy ordering process and great product. My daughter loves her favourite LOL doll t-shirt!