Mandy Senior

Thank you, Mandy, for your wonderful feedback! We're thrilled to hear that our service makes returning items easier for you.

Hi Mandy, we’re really sorry to hear about the experience you’ve had with the repair work. We’ve passed this on to the relevant team so they can look into it, and someone will be in touch with you soon. We hope we can get this resolved for you as soon as possible. Thanks, Shuang

Hi Mandy, We’re really sorry to hear about this experience and understand how frustrating it must be, especially given the timing around Christmas. This certainly isn’t the level of service we aim to provide.

We’d love to look into this for you and get it resolved as quickly as possible. Please get in touch with our Memberships Team at members@craftginclub.co.uk, including your order number, and they’ll be more than happy to help.

Thank you for bringing this to our attention, and we hope we can put things right for you.

Kind Regards,

Sophie
Memberships Executive

Hey Mandy! Thank you for your feedback, and we’re very sorry for the frustration you experienced with our returns service. We understand how upsetting it must be to have to chase refunds and face delays, whether returning in-store or by post. Please be assured that this is not related to any cash flow issue, and we take all concerns seriously. We recommend contacting our Customer Service team with your order details so they can investigate your case and ensure your refund is processed as quickly as possible. Your feedback will also be shared with our team to help improve the returns process ~ Bayaz

Dear Mandy,
thank you for taking the time to share your feedback.

We are truly sorry to hear that the toaster stopped working after a few weeks. Even though our return window is 30 days, we always do our best to support our customers when something unexpected happens.

If you would like, you can reach out to our customer service team and we will be happy to review your case and explore any possible solution together.

We appreciate your nice words about the kettle and we hope you can continue enjoying it. Thank you again for your review.

Ariete Store Support

Hi Mandy, We really appreciate you taking the time to provide us with your feedback. We are delighted to hear that you had a positive experience with Simon in our store and that they provided you with useful advice. -AH

Hi Mandy, Thank you for sharing your feedback. I’m sorry to hear you felt caught out by the membership process, that’s never our intention.

When you sign up for your first box, we make it clear that it’s part of an ongoing membership, and we follow up with a series of emails explaining exactly how the membership works. You’re free to cancel at any time, and our friendly Memberships Team is on hand to make the process quick and easy.

Our average call wait time is around two minutes, and once your membership is cancelled, you’ll receive a confirmation email so you have it in writing. We route cancellations through the phone simply so we can make sure everything is handled promptly and any payments stopped immediately.

We hope this helps clear things up, and if you’d like me to check your account status or help with anything else, please feel free to get in touch.

Kind Regards,

Sophie
Memberships Executive

Hi Mandy,

We are sorry you feel this way about your purchase. Pip Studio charges shipping fees which are clearly listed. Import fees can be charged by the carrier on behalf of your local customs. Although we do list the possibility of import fees on our website, we are working on a pop-up for orders outside the EU. Because of the different rules and laws regarding imports for each country, it is not possible to calculate the exact amount of these fees for us. Until recently, orders with a value of less then a € 150 were not charged at all.