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“Poor product and poor after sale customer service”

written by on 01/08/2012

I bought 7 personalised gift boxed handkerchiefs for my husband as a cotton wedding anniversary gif in July 2012.

I was initially impressed by the service and speed of delivery of the product - however on receiving the handkerchiefs his initials (in script font) looked like MJ as opposed to MT.

Having asked the opinion of 9 separate individuals ALL stated when asked that they said MJ as opposed to MT.

I contacted Amy's Gifts and was promptly replied to by customer services. Over a number of emails they said that I got what was ordered, the initials are correct, the product is beautiful and that their returns policy does not allow the return of personalised items when no fault/error has been made.

My chief complaint is that their website doesn't allow a customer to see each letter (upper or lower case) of the script font and that despite 9 separate opinions that the end product does not look like MT they refuse to accept that there is a problem/issue.

I have tried to reason with Amy's Gifts and asked them numerous times to help try and resolve this issue but they continue to hide behind their "no quibbles" returns policy:

"Personalised items cannot be refunded or returned but if there is an issue with your purchase please contact us and we may be able to exchange or replace the item."

I would have thought that the above would constitute an "issue" and that Amy's Gifts should acknowledge that there is a problem. Customers buy products in good faith – and if Amy’s Gifts include a no returns policy – then they should allow a customer to either see a preview of the end product before confirming the purchase – or relax this policy when there is an issue such as this.

Had even a couple of people said the initials looked like MT I wouldn't have contacted them to get a re-print/look for a solution. Surely as a business it is madness to ignore such feedback?

I am beyond disappointed and upset that a cotton wedding anniversary present to my husband is going to have to go in the bin - along with the £20 spent - particularly when money is as tight as it is.

Regrettably I cannot recommend Amy Gift’s unless they update their website or you request a preview of any personalised text before confirming an order. I also cannot compliment their non-negotiable post sale customer service.

This is not the way to do business Amy Gift’s.

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