Made Personally Avis 

Réponse de Made Personally

ll y a 5 jours

**Please note that I do not subscribe to or actively invite any customers to review on Trustpilot. All customers are invited to another independent review platform which are published to my website.**

Good evening,

I'm sorry to see you have left a 1* review. As you know you first contacted on Tuesday where I replied within 30 minutes. I explained the estimates and that your order was missing personalisation. This had contributed to the initial extended processing time of your order past the estimate.

You had confirmed these details and advised the date you needed the order by, and asked for a refund if the order may not arrive for when needed.

You messaged again yesterday looking for an update, where I replied again within 30 minutes and offered a fully transparent update on your order status along with my sincere apologies. At this point I advised I of course wanted to work with you to this urgently resolved and also offered a required if you had preferred. You had responded to this advising you needed the order by the 12th, but I was unable to respond yet to this message. This was followed with a message just this morning seeking a response.

I must note that I run the business by myself, I had responded on two occasions within just 30 minutes to your messages and would have responded again in due course. I'm not always able to respond immediately. Unfortunately this followed with your review before I had chance to respond.

A full refund has been processed on your order in order to ensure this matter is resolved.

Kind Regards

Réponse de Made Personally

Actualisé le 4 août 2026

Hi Gemma,

It's a real shame to read your review and the comments you have written. As you are aware, your order had an estimate dispatch of by the 30/08 and dispatched on the 30/08. You was not advised it would arrive by the 3rd August, as I do not present delivery dates due to this being out of my control.

As you will also know, you contacted twice and on both occasions had a response in less than 15 minutes. Your order was dispatched within the estimate dispatch window you was shown when ordering.

As explained in messages already - I am not the courier and do not control the delivery. Your order dispatched on the delivery service you selected at the checkout, Royal Mail tracked 48 - the fact that it did not deliver in the usual timeframe is not my error.

You reference multiple times things being "ridiculous". You was shown the dispatch window when ordering and you proceeded to purchase. Your order was dispatched on time within the estimate.

With regards to "rude" messages, my responses was certainly professional - unlike unfortunately the messages you sent that I had to respond to. I would also note that it seems you had blocked contact following my last response, so I was unable to assist any further.

Unfortunately, whilst I share your frustration about the delivery status - this should be redirected at Royal Mail as is not in any way a fair representation of my business. Your order dispatched on time and you had chance to review the estimates and make a decision whether you wanted to purchase or not.

The Royal Mail tracking shows the order should have been delivered yesterday, but was not. As advised, you can contact Royal Mail directly to make complaint about this. I can see that the order has now been delivered as of today, 04/08.

Kind Regards

Réponse de Made Personally

25 juil. 2026

Good evening,

I'm sorry to see you have left a 1* review. Unfortunately I cannot locate any order or contact from you with the details provided in this review. Please kindly contact providing your order details and I'd be happy to assist. Kind Regards

Réponse de Made Personally

24 juil. 2026

Hi Immy, I'm sorry to see you have left a 1* review. As explained in email, your order was personalised with exactly the information you requested on the order. You had entered only a name for personalising your item and as the item listing describes, it is available as a birthday or personalised design. As such, your item was personalised exactly with just the name you provided on the order. This is not my error, and as such since the order was correct to the order you placed a refund of course cannot be given. Kind Regards

Réponse de Made Personally

Actualisé le 16 juil. 2026

Edit - Unfortunately, your response is incorrect. you haven't sent any emails regarding your order. I have shared proof of this with a screenshot of your order missing personalisation details and of no emails being received. Please also note, you certainly was not ignored - you had sent a message via 2 channels (not email) both of which was sent out of working hours and unfortunately had been missed. Again, to date no personalisation has been given so your order could not be completed - A full refund has been issued. I would also note that you will find lots of positive reviews both on Trustpilot (a platform I do not subscribe to or invite customers to) and many hundreds more on my website - it's unfortunately just a shame that when a message had been missed without any follow up - I receive reviews like this without any fair opportunity to resolve and an issue which regrettably, was not caused due to a fault of mine.


Hi Chloe-louise,

Sorry to see that you have left a 1* review. After receiving this review I have reviewed this matter and looked into your order. Your order had an estimated dispatch of 06/07 - 08/07. Unfortunately however, your order was also missing personalisation details which has to date not been received. This is the reason your order was still awaiting processing.

I have checked and can see that you did send a WhatsApp and Facebook message, these however were received out of working hours. Please note that over a weekend I can get swamped with many messages. I work through these as quickly as possible but it is possible that sometimes I could miss a message. I have also looked further and no contact has been made by email which you suggest. I do not actively use Facebook therefore messages received via that way aren't always monitored.

Since receiving this review I reached out to you immediately regarding this matter. I have sent you screenshots of my emails to show that no emails have been received from you.

Unfortunately, other than the messages sent that had been unfortunately missed - no further contact was made or any chaser sent. If you had sent a follow up by email or a WhatsApp, within working hours, I would have of course ensured to resolve this quickly and the order would have been on its way. As stated above, the order was only delayed because the order was missing personalisation information when you ordered.

I do have to say, it's a little unfair to receive negative reviews without having a further opportunity since I missed a message to discuss this matter with you and allowing a business to help with your order.

As I informed you in our chat given this review and the fact that still to date no personalisation has been provided - I have had no choice other than to refund the order. This has been actioned immediately.

Kind Regards

Réponse de Made Personally

3 juil. 2026

Hi Becky,

I'm disappointed to see a 1* review. I must use this opportunity to clarify a few points on this matter.

Your order had been placed on 7th June with an estimated dispatch of 11/06 - 16/06. Unfortunately you misunderstood these date as a delivery date. Please note that at no point was you given an expected delivery date as I do not offer this, You was given an estimated dispatch date Your first email was sent on 17-06 which you would have received an auto reply to state that responses can take 48 hours, sometimes longer during busy periods. On the 19-06 you sent a follow up email, followed later that evening out of hours by a message on Facebook. Given I noticed the Facebook message followed the emails sent in the last 48 hours and I hadn't yet had chance to respond, I responded immediately out of hours that same evening.

In your message Friday evening you explained that "you need the order by the end of the following week", but did not specify the date the order was needed nor at any point did you ask for the order to be cancelled and refunded. I explained in my response a delay with your order, and I confirmed that I was expecting to confirm dispatch early the following week.

Your order dispatched subsequently on 23/06 as per the update I gave and was delivered on 25/06. At no point to dispatch, after dispatch or after delivery have you made any further contact until this review posted a week later.

Unfortunately this leaves me a little confused. Whilst I accept the order had dispatched later than anticipated, your order did dispatch in line with the update I provided and was delivered "by the end of next week" which is the only information you provided about when the order was needed. As above, I had not received any request to cancel this order and have not had any further contact from you either which as such, I believed this was all resolved for you and the item had been delivered in time for when you had hoped to receive the order by.

Kind Regards

Réponse de Made Personally

Actualisé le 30 juin 2026

**Update - I have made contact through this reply and Trustpilot but unfortunately received no response. I do not believe this is a review of my business and this has been flagged to Trustpilot**

Hi,

I'm sorry to see you have left a 1* review. Unfortunately I cannot locate an order or any form of contact from yourself in the name left on this review.

Please note that I also don't have a range of flower girl pyjamas - unless a custom order was placed or an item repurposed for this use.

Please do contact and provide your order details if you have ordered and I'd be happy to investigate.

Kind Regards

Réponse de Made Personally

22 juin 2026

Hi,

I'm sorry to see you have left a 1* review. Unfortunately I cannot locate an order in the name left on this review - as such if you are awaiting a reply I cannot locate this also.

If you can please reach out and I would be happy to assist with this matter.

Kind Regards

Réponse de Made Personally

18 juin 2026

Hi Danielle,

I'm sorry to see you have left a 1* review. As you will know you sent your first contact on Saturday 13th out of hours. Unfortunately this contact was missed - my apologies. You did send a second follow up just earlier this afternoon, which unfortunately I have not yet had chance to respond to.

Your order had initially been delayed due to the colour t-shirt you had ordered being discontinued from my supplier. I had sent a couple of emails to inform you of this looking to change the colour - I'm wondering if for some reason these didn't reach you.

Given the situation I have gone ahead and issued a full and immediate refund for you.

Kind Regards

Réponse de Made Personally

17 juin 2026

Hi Shelly, thanks for leaving a review. I'm sorry to see this was a 2* review.

As per my emails, I of course apologised profusely for the mix-up with the garment colour. This was, however, printed with the correct design and personalisation.

I noted that, as the birthday had passed, it would seem prudent to arrange a replacement. Regrettably, as the item was purchased at almost 50% off during a sale, it was not viable for me to issue a replacement.

During our email conversation, I later offered, as a gesture of goodwill, despite the birthday having passed and it being plausible that the item may have been used, that the item could be returned. However, to ensure fairness, it would need to be in its original packaging and confirmed as unused and unworn.

At this point, you advised that both the item and its packaging had been discarded ("Regrettably, I haven't got the original item or the packaging, as it was discarded").

As I'm sure you will appreciate, I cannot provide a refund for an item that has been disposed of and therefore cannot be returned. In any case, it could have been worn or used for its intended purpose as a special item for a particular occasion (a birthday in this instance).

I'm sorry if you find this unreasonable, but this is standard procedure for any online business.

Kind regards