Letter So Lovely Reviews

Name: Letter So Lovely
Rating: 4.96

5.0 Rating 220 Reviews

99 %

of reviewers recommend Letter So Lovely

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5.0

Based on 220 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	100%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Email, Live Chat
Queries Resolved In	Under An Hour

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Phone:

07961557433

Email:

lettersolovely@gmail.com

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Too Expensive”

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Posted 5 years ago

“I was extemely disappointed with my ‘custom’ order from Sophie Prints. The level of customisation was advertised to pick words and style and also “only when your drafts have been approved, will your prints be printed and finished.” I then ordered my prints off the website - which are not cheap for a print but I was hoping for the quality. Unfortunately I was at a funeral for a few days, however when I returned I came to find the ‘custom’ prints has arrived with no communication from the seller that they would be sent out if I did not ‘customise’ them within a set time limit. In addition the prints were bent and crumpled on delivery - mostly down to the lack of backboard enclosed with them - only an a5 for a a3 print . I had high hopes for this company as I had heard such good reviews - I hope I am in the minority. I haven’t rated ‘very poor’ as Sophie did email after my complaint. My advice be careful when ordering ‘custom’ prints!!”

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Posted 5 years ago

Hi Nia, Firstly let me apologise again for the inconvenience. I'd like to explain a little more detail exactly what's happened as I feel your comments are both hurtful, misleading and potentially damaging to a small business owner. Firstly, you're exactly right - the email confirmation does state 'only when your drafts have been approved, will your prints be printed and finished'. On this occasion, having received your custom order through the website, I contacted you the following morning upon receipt of the order, via email, requesting some information on your preferences and ideas for your chosen text. Usually custom orders requested prior to being paid for, would be processed in around 5 days maximum, and when paid for will be processed and sent out within 1-2 working days, and arrive the following day. As I hadn't heard from you in 5 days in response to the email, and with no other way to contact you, my main concern was that you hadn't received my email, and would therefore be worrying that you'd paid for your prints and not received anything in 5 days. I made the decision to draw up your custom orders, print and finish them, without your approval. At this point still believing I really had no other way of contacting you, and worrying that you would wonder why you'd not received anything after a week. In hindsight, this was clearly the wrong judgement made and I wholeheartedly apologise as this is entirely my fault. When you received your dispatch confirmation email you quickly informed me that you didn't want anything you'd not approved, which I totally understand. I kindly asked if you could return the prints as they are, and I would recreate the prints however you wish, and re-send them at no extra charge. You explained your concerns regarding the time and expense it would take for you to return the prints, which I immediately understood and reasoned with, and insisted you don't bother returning the prints at all, and asking for your preferences so I can at least recreate and re-send them to you. I was truly saddened to read that the prints produced had upset you so much, and as a result you no longer wanted me to create them for you. I have since receiving that email, immediately refunded your entire order, and clarified again there is no requirement to return the prints and they can be discarded of as you wish. Truly, if there was anything more I could have done to rectify this situation, I would have. I'm sorry for the way you feel on this occasion. As a direct result we will be implemented a new custom-order procedure with strict processes and explanations to prevent any such confusion and errors happening again. With regards to the backing board and damage mentioned, I really need to point out that you may have meant A4 and not A5 - as we don't actually send any A5 backing board with anything other than an A5 print in it's own packaging. The A3 print received will have included 2x A4 backing board covering the entirety of the A3 print, with a third A4 backing board the opposite direction supporting the whole backboard structure. Having trialled the safest and most secure ways to send prints, especially large A3 prints, we found this to be the best way and haven't ever before received any complaints regarding damage. However, sadly on this occasion that seems to be the case, and we appreciate this can happen and although we trust our courier, damage can sometimes still happen. Under normal circumstances, where prints have been damaged in transit, we would immediately replace the prints at our expense, as soon as possible. We would then pursue a claim with our courier with photographic evidence of the damage to support our claim, all of which is done in our time and our main priority is replacing your damaged prints. Again, I apologise on this occasion that your prints arrived damaged, but we do have a procedure we'd usually follow to rectify this for you quickly, easily, and at no expense to you. Thank you for taking the time to explain your experience. I hope your prints are created beautifully by whoever they end up with next. Thank you & best wishes. Sophie.

Posted 5 years ago

Letter So Lovely is rated 5.0 based on 220 reviews