Letterbox www.letterbox.co.uk

I placed an order for over £200 - it had taken me a long time to choose everything and I was feeling very happy as the items were on sale and looked good. However it turned out to be a complete and utter waste of time. The money was taken immediately but the order never arrived. I didn't get a confirmation order, estimated delivery date or anything to suggest my order had been received. After a week I emailed - about 6 times! To Letterbox, Tobar, Hawkins - whoever they are - finally I got an email back after 3 days saying they would reply in a few days or I could phone. Would loved to have phoned - but you can't! They don't actually have an active phone number. So finally I had to contact paypal and get my money back. What a total waste of everyone's time. Obviously I have never received an acknowledgement of their inept service. I will never use them again. The glossy magazine is a cover up for no service whatsoever. Stick with Amazon!!!

I placed a few orders when I noticed they had a half price sale on well I really wish I never bothered ! There website crashed and left me being debited £60 but with no confirmation email or any information when I logged into account either so I rang them to say it was a computer error to be fobbed off on the phone and told it would be sorted, then the next day they changed to email only and I never get a reply from them! I opened a paypal dispute and they have put tracking info on there for a different order not the one relating to the paypal claim!! Basically Absolute nightmare company who I would never trust again !!! I've now had a delivery from them that I never made and I have no way of returning it to them as you have to email them for a returns number and guess what they never reply !!

If I could give them zero stars I would. Letterbox.co.uk (like Hawkin) is part of the Tobar group. The experience I have had with them is appalling.

They think it's perfectly acceptable not to communicate whatsoever even when there is no sign of your order after several weeks. I have emailed them several times with no reply, they ignore paypal dispute claims, have now taken down their Twitter account and phonelines and don't make negative facebook comments visible.

It is now over 3 weeks since my order and they have made no attempt to contact me directly or apologise. I know there are many others out there who have had similar problems.

Tip for Letterbox - don't ignore customers and taking away any form of customer service (twitter, phonelines) equates to a PR disaster. You have handled this terribly.

Hopeless customer service and dishonest. I ordered two customised items 6 weeks prior to the date on which I required them. Five weeks on I queried my order and was told they would look into it and get back to me. They never did. I ended up calling them 6 times after that, was always promised a response which I never got and was even once told that the goods had arrived at their premises and would be with me two days later. I called again as nothing arrived and was told they did not have the items. I do not appreciate being lied to. I do not like being told they will call me back and they don't. I cancelled my order and got a refund and as an apology they promised me the goods anyway - they were customised so it is not as if they can sell them to anyone else. Two months later I have received nothing. A useless, dishonest company which has no concept of customer service. I have taken my name off their mailing list and will never order from them again.

We ordered several items for Christmas 2012. We ordered two personalised dressing gowns. They were ordered in accordance with the recommended timescale for delivery for Christmas. One of the dressing gowns was delivered on Christmas eve. The other did not arrive. It is now the 12th of January and it still did not get delivered.

What really gripes me is the company's total lack of passion for customer service. You can leave voicemail's , send emails from their website, send emails from your own email provider until you are blue in the face. They do not respond. On Christmas eve I spoke to a person at their customer service and their manager sent an apologetic email. Since then I have had no follow-up. I left a voicemail yesterday and also sent an email and had no response. I definitely would not recommend this company. Their lack of interest in their customers is appalling.

Ordered items and did not recieve them although the money was deducted immediatly. When I chased them I was told the items were "lost by carriers".

Eventually and too late for Christmas I recieved goods with one item substituted by something completly unsuitable. Phone calls keep getting cut off and emails are ignored. So far no refund for unsent goods.

Ordered an item and was assured it would be received by Xmas and by January it had still not arrived. Rang to cancel the order and get refund, which 2 weeks later they still hadn't processed due to a 'backlog'! I felt I received very poor customer service on the phone (was unable to talk to a manager, told had to put it in writing then the assistant apparently put the phone down!). So wrote an email of complaint which I have not received a reply to as yet. I would not recommend letterbox.co.uk and won't be shopping there again, there are plenty of other places that sell much the same things.

Letterbox seemed to be out of stock of many items. Took payment immediately, I received no confirmation email, a month later, had still not received items. Then received half the order, still waiting for the remainder. Emailed them, only a standard response saying they were receiving a large volume of messages and then received nothing! I will not be using this website again.

I think there are many other websites offering the same thing and with much better service.

I would not place an order with this company again. Our experience was that they were quick enough to debit our money but we received no email confirmation of order, a month later we had received no item and despite chasing them, have received no refund yet. We feel we have experienced no customer service.