Utility Gift Store Opiniones 94

Respuesta de Utility Gift Store

17 abr 2026

Thank you Fiona for this lovely review. It's been passed onto to the whole team and made our Friday afternoon. We hope we can be of service to you again in the near future. In the meantime have a lovely weekend!

Best wishes,

Richard

Respuesta de Utility Gift Store

17 abr 2026

Hi Rashad and thank you for taking the time to review us. A lovely way to start a Friday morning for us all!

Best wishes,

Richard

Respuesta de Utility Gift Store

10 abr 2026

Thanks you Sandi for this lovely review and delighted to read you had such fun with the game.

Have a lovely weekend!

Best wishes,

Richard

Respuesta de Utility Gift Store

8 abr 2026

Hi and thank you Kate for taking the time to write this review. It's truly appreciated.

Best wishes,

Richard

Respuesta de Utility Gift Store

Actualizada el 31 mar 2026

Hello – thank you for your follow-up, and I’m very sorry for the continued frustration this situation has caused.

Thank you again for providing your order details so we could review this fully. I can confirm your order was placed on Saturday evening. While most items were in stock, one item did require a store transfer, which is supported by our internal stock transfer requests and records. Our team communicated that the order would still arrive in time for your requested date.

From the message you sent to Chloe, you advised that if the order could not arrive before Friday, you would like it cancelled. The order was dispatched on Thursday and delivered on Friday, in line with that request.

However, I do understand your concerns regarding stock visibility, delivery expectations, and the lack of clarity around returns. I sincerely apologise if any of your queries—particularly about returning the items—were not addressed clearly or promptly. That is not the level of service we aim to provide.

Your feedback has been taken seriously and will be used to improve both our communication and processes going forward.

We do appreciate you taking the time to share your experience.

Richard

Respuesta de Utility Gift Store

26 mar 2026

Hi Graham and thank you for your review.

We’re pleased to hear your order arrived well packaged and on time, and that you found our customer service helpful. We really appreciate your feedback on the diffuser scent as well; fragrance can be quite subjective, but we’ll pass your comments on to our supplier for consideration.

If there’s anything further we can assist you with, please don’t hesitate to get in touch.

Have a lovely evening.

Richard

Respuesta de Utility Gift Store

25 mar 2026

Thank you so much for this!

Best wishes,

Richard

Respuesta de Utility Gift Store

25 mar 2026

Thank you so much Crista for your lovely review!

We’re thrilled you discovered us in Liverpool and that our online store makes it easy for you to shop with us from where you are. It’s wonderful to hear you enjoyed the website experience and our selection - we always hope our choices feel just as special to browse as they do to own (even the little “treat yourself” finds!).

We really appreciate your support and look forward to welcoming you back online anytime.

Best wishes,

Richard

Respuesta de Utility Gift Store

12 mar 2026

Hello Amanda,

Please accept my sincere apologies for the frustration this situation has caused.

I have spoken with Chloe and El, who have been handling your case. I understand that when you contacted our office on Friday, you advised that DPD had notified you the parcel was being returned to us due to reported damage. El contacted DPD to request confirmation of the damage, as it was possible that only the outer packaging had been affected and that the contents (the Jellycat Carrot Cake) may still have been perfectly fine. Because the item was a birthday gift, we asked DPD if they could attempt redelivery either that day or on Saturday.

Chloe updated you on this and advised that she would provide a further update later that afternoon if there was no movement by around 1:30pm. El subsequently spoke with DPD again and was told they would contact the depot and the driver to try to arrange redelivery, which at that point was likely to be Saturday. You confirmed this would be acceptable.

At approximately 4:30pm, Chloe emailed to let you know that unfortunately we had not received any further update from DPD that day, but there was still a possibility that delivery would take place on Saturday. She also advised that if the parcel did not arrive, once the office reopened we could check whether it had been returned to us and either re-dispatch the item or arrange a refund.

We then received your email yesterday (Wednesday) advising that the parcel had not arrived and requesting a refund. Chloe responded to let you know she was investigating this with DPD, who at that stage advised that the parcel may have gone missing. They were unable to confirm whether it was being returned to us or if it might still be delivered.

In situations like this, as outlined in our terms, we do unfortunately have to wait until the courier confirms the parcel is officially lost or it is returned to us before we can process a refund. This is because we have previously experienced situations where parcels have been delivered after refunds were issued, and we have then been unable to recover the cost.

Chloe is continuing to investigate this with DPD and will update you directly as soon as we have further information.

Best wishes,

Richard

Respuesta de Utility Gift Store

4 mar 2026

Thank you for your kind words! We're so pleased to hear you were happy with the quick delivery and communication. We hope you enjoy your purchase and look forward to serving you again.

Best wishes,

Richard

Respuesta de Utility Gift Store

21 feb 2026

Thank you for this review, it's really appreciated!

Best wishes,

Richard

Respuesta de Utility Gift Store

19 feb 2026

Hello Catherine and thank you for this lovely review; we're delighted we had what you were looking for. We hope we can be of help to you again soon.

Best wishes,

Richard

Respuesta de Utility Gift Store

14 feb 2026

Hi Arlene - thank you so much for this review, it's really appreciated by us all. Enjoy your teapot!

Best wishes,

Richard

Respuesta de Utility Gift Store

5 feb 2026

Thank you so much for your lovely review! We’re really pleased to hear you were happy with both the items and the care taken with the packaging - our team always goes the extra mile to make sure orders arrive safely. It means a lot to know you’ve ordered with us before and plan to again. We truly appreciate your support and look forward to welcoming you back soon.

Best wishes,

Richard

Respuesta de Utility Gift Store

Actualizada el 2 feb 2026

We’re very sorry to read this and sincerely apologise for the frustration caused - this is certainly not the level of service we aim to provide.

Like many companies we don't include return forms in packages to save on unnecessary paper resource but we take all return requests seriously, so we’re investigating this as a priority. Unfortunately, we’re currently unable to locate an order under the name used in this review, and we can’t find any matching correspondence in our system.

Because of this, we’ve asked Trustpilot to help us obtain further information so we can identify the order and resolve this properly. We genuinely want to help and ensure your return is handled as quickly and smoothly as possible.

If you see this response, we would really appreciate it if you could contact us directly with your order number or the email address used to place the order, so we can assist you without delay.

Once again, we’re very sorry for the inconvenience and disappointment caused, and we hope to have the opportunity to put this right.

Richard

Edited response. Thank you. Since you have now provided your order we have looked through all our email from you as well as spam folder and can't find any requests about returning this? However, Chloe has called you and left a voicemail. She has also emailed you via the email address on the order. If you could please call on 0151 494 9412 and ask to speak with Chloe to discuss this as the email address on the order maybe different to that you are using or it may have been entered incorrectly?

Respuesta de Utility Gift Store

27 ene 2026

Hello and thank you for your kind feedback. We’re delighted to hear you found the ordering process easy and our communication clear and speedy. It was a pleasure to assist you, and we hope to welcome you back again soon.

Best wishes,

Richard