Hello, Thank you for your review we appreciate your feed back. I have checked your order and can see there was a mix up with the issue we posted you (I am really sorry about the mix up). I can see we processed a full refund on 13.02.23. I am sorry for any inconvenience this may have caused. Thank you Gemma.
Hello, Thank you for your review. I can see your order was posted on the 15.02.23 please allow a maximum of 30 days for delivery (Hopefully it will arrive sooner ). Have a lovely day Thanks Gemma.
Hi, Sorry too hear this. I would love too know if this confusion is with our service/order or with the content in the magazine. This is useful too know as we cannot control the content but can control the service. I would also like information as to how this is the case and what you as a customer think we could do too improve. I can see you have a full year sub and only had two issues of it so far, So let me know what we could implement to make your experience more positive for your remaining time!
Thanks, Ellie :)
“I receive 3 magazines at one time. Then don't receive in a long period of time. Very frustrating. Also I reached out about this problem with no reply.”
Hi, I have replied too you on two occasions via email, Once on the 25th of Jan 23 at 10:37am UK time and the other just today at 11:30am. I responded to both of them the day after you emailed us with questions.
Please see copied email below:
'I am so sorry to hear about this!
Please consider we have been sending magazine as normal from our end, Using priority air mail royal mail. For any magazines going to Canada, We ask the maximum of 30 days is allowed.
This service is new to us. We will be sending the magazine from our end as usual and in regards to the new service we are using, We can really only hope that the delivery is improved. It should be faster than royal mail, As royal mail has been delayed due to strikes causing backlogs. Since a different service is being used, We expect improved deliveries per issue but it is all trial and error at the moment. A few customers have gotten back saying magazines have arrived faster, So this is promising.
Thanks for getting in touch. If you are happy too allow time and see if this improves your welcome too but your also welcome to cancel at anytime.'
I must add, We have tried our hardest to keep our customers satisfied during the cyber attacks in the royal mail which was entirely out of our control and did cause delays. The royal mail have also had strikes and this has had a knock on effect, All things as a business is out of our control. What is in our control however, Is how we deal with the situations in which we have worked endlessly to get magazines out and change services for our loyal customers who stuck by us.
Hope this clears things up for you!
Many Thanks, Ellie :)
Hi, I am so sorry to hear this! You placed the order in December to start with the next available issue that comes into us after christmas. This means your sub is due to begin with the FEB 23 issue due for release on or around the 24th of February 2023. The last issue we had into us was before christmas so this is why you have received no issues of the publication yet, Due to the start date set. Hope this is ok! Thanks for being so understanding. Kind Regards, Ellie😀
I am sorry to hear this! We sent it via priority air mail from our end on the 19th of December 2022. I have gotten back to the email you sent us this morning to resolve this and offer another issue of a refund. I hope you understand due to strikes in the UK, delays may have been present in getting the magazine too you. Also, The magazine was never returned to us, So we had no idea you did not get it until now! Thanks a lot, Ellie :)
“I would rate to his company a zero..Yes I ordered from.overseas(6 month subscription),the magazine took 28 days to reach and now my 2nd issue hasn't even been despatch yet due to some shipment problem..i ask for a refund but they don't want to give..if you got problem with delivering overseas why even bother to accept orders from overseas”
Hi, I am so sorry to hear you think this about our service.
When ordering and when sending emails of dispatch, We inform customers the maximum we ask them to allow depending on where they live. For international mail, We ask a maximum of 30 days and we do send the magazine priority air mail. When we send the magazines, the length of time it can take too arrive is out of our control however, we ask you to allow plenty of time before we compensate, This being 30 days.
The shipment problem was clearly explained in the two emails we have sent to customers, to keep them informed and updated at all times. The shipment problem occurred recently and I must emphasise is nothing to do with Unique Magazines as a company. This is an issue within the royal mail services, A cyber attack which they are working around the clock to get resolved and continue delivery as usual. We have been packaging and having all magazines internationally ready to be sent by packing them and sorting them. We cannot send them from our warehouse until the royal mail have resolved their problems, So this is the most we can do at current apart from also informing customers and keeping them up to date.
I have been in contact with you via email and said the following 'At the moment, We encourage customers to hold on as this could be resolved as soon as this week. It is a temporary problem'. As stated we encourage customers to be patient as this should be sorted very soon, But I did not say a refund is not possible.
If a refund is wanted, I can offer it of course but we know this could be resolved very soon, Hence the reason we are asking customers if possible to hold on.
We completely understand this is not ideal and has been frustrating for us too! We have been also looking at other services to send magazine internationally , Due to the strike action they have taken and now the cyber attacks causing delays. It is very unfortunate, That this has caused your first issue to take the maximum time scale and now preventing issues leaving us.
We accept orders overseas as this is not a long term problem. At the moment we are looking at not allowing new orders to be places internationally until this is resolved, But it could be resolved as soon as this week even!
We understand how your feeling but really hope this clears things up for you. If you want a refund, Let me know! I have emailed you directly to check if this is something you might want.
I want to apologise for this and thank you for your patience during this difficult time for us all. Hope you understand we are doing everything we can to create a great experience for customers and hopefully, All problems within the royal mail will be sorted soon.
Thanks a lot and have a great week.
Thanks, Ellie :)
Hi, We have not been able to provide the product yet as there were problems getting it from suppliers. We have been chasing this continuously but if we do not get the stock of an issue, We cannot provide it. I have sent an email directly to you but please be assured we are getting the magazine from another supplier now. This will come in with the next SPRING issue.
It seems the original supplier just did not mention that they no longer stocked it or provided it meaning we were unaware until we chased it.
I am glad our contact has been good but can only apologise for the service. The problem with this was getting stock from suppliers which is now sorted going forward. We have worked really hard to resolve this for you.
Thanks, Ellie :)
Hi, Sorry to hear this. The first issue of this was dispatched on the 14th of December 2022. We dispatched it from our end via priority air mail and clearly state on the email of dispatch that we only ask customers in Europe to allow 15 days for delivery before getting in touch for a replacement/extension. During the time period your magazine was sent, there were postal strikes in the UK causing delays which is not ideal.
I have emailed you to sort a resolution and confirm the delivery address so we can ensure the sub runs as it should.
Please do be assured we pride ourselves in providing customers with the service they pay for. When things like this happen, It upsets us too as all we want us for our customers to be happy! I hope the email I have sent can help resolve things. Many Thanks, Ellie :)
Thanks for this lovely review. I can see you may have accidently but 1 star out of 5 but the comment you have made is enough to know your satisfied with the service we provide. Thanks for your kindness. Thanks, Ellie😊
“Will soon be contacting police to stop this scam. Unique have taken my payment, announced that they do not have the ordered magazines after all, but have not returned my money - even after I “applied” for a refund.”
I would like to assure you we are not at all a scam. Since we get magazines from supplier and don't work with publishers, it is difficult to know exactly when magazines will not be published and therefore available to provide to our loyal customers. Despite this after looking into it and realising that we cannot offer this particular one, we applied a credit to your account. I can only apologise that we weren't informed you wished for a refund, as this may be a system error which I have passed onto my manager, if you followed the steps to do this correctly. I have returned the full amount to your account today and please allow 3-5 working days for it to show up in your account.
If you had of contacted us to let us know no refund was applied yet, I would of ensured to action this almost instantly, Like I have now. Thanks for your understanding and if you need anything else feel free to give us a call where we would love to help on 0191 270 2800. Thanks a lot, Ellie :)
Thanks for letting us know. You selected this sub to begin after christmas therefore, the first issue was sent today for him 2nd class. In most case we can begin subs the same day, stock dependant, but since you selected after christmas the system naturally will send the first issue published and released after the 25th of Dec 22. Hope this clears things up for you. Thanks for your review. Ellie :)
“All they bloody do is spam me with marketing emails EVERY SINGLE DAY! Magazine arrived but why spam me, I even asked them to stop and they didn't. Utter jokers.”
Hello, Thank you for your review. I have checked our system and I can see that we have sent you an order confirmation email, and two dispatch notifications - these dispatch emails will be sent every time an issue is posted. I have checked our marketing emails and we have sent 3 marketing emails in December. I have unsubscribed you from our list. This means you will not get any more of these emails. I am sorry I have checked our email contacts and I cannot see any requests for you to be removed from the marketing list. I am sorry that you feel that we have spammed you. You should now only receive emails in regards to your orders being posted. Kind Regards Sarah
Hi, I am aware you have emailed me directly to arrange compensation for the missing issue we sent to you in Portugal. Thanks for your understanding! Kind Regards, Ellie 😊
“I ordered 2 puzzlepads from you on Nov 27, which I paid 14.24 pounds. I still have not received them, and am really disappointed. Can you explain ????”
Hi, Issue 78 went on the 28th of November and 79 on the 30th of November, both via priority air mail. We sent them to the address you entered when placing the order online and I have sent a email to you to have this confirmed. For deliveries to Europe we ask a maximum of 15 working days although it is likely for magazines to arrive much sooner. There has been postal strikes from our end but this should not cause as large delays as it has with your magazines. Look forward to hearing from you via email so we can arrange a resend of the next issues or a refund. Thanks , Ellie :)
“Renewed our subscription to the TAB magazine in November but have yet to receive the first delivery - 4 weeks now and the competition deadlines have passed 😵💫😵💫😵💫😵💫😵💫”
Hi, Sorry about this. Although this magazine is weekly and we send them as soon as they come in, via priority air mail to China for you, we cannot guarantee delivery within 7 working days unfortunately. The maximum these issues can take to arrive is always 30 days and I am sorry about this. We work hard to get magazines out and send them the quickest possible service, but it is hard for us to monitor and ensure this gets to you in time for the competition entries. I am sorry but we have sent 7 issues from our end so far. There are postal strikes from our end causing delays in some case but I believe the delays are solely down to the delivery address distance. Usually, issues to arrive in less than 30 days but we must ask this maximum to be allowed and thanks for your patience. Kind Regards, Ellie :)
“Renewed our subscription to the TAB magazine in November but have yet to receive the first delivery - 4 weeks now and the competition deadlines have passed 😵💫😵💫😵💫😵💫😵💫”
Hi, Sorry about this. Although this magazine is weekly and we send them as soon as they come in, via priority air mail to China for you, we cannot guarantee delivery within 7 working days unfortunately. The maximum these issues can take to arrive is always 30 days and I am sorry about this. We work hard to get magazines out and send them the quickest possible service, but it is hard for us to monitor and ensure this gets to you in time for the competition entries. I am sorry but we have sent 7 issues from our end so far. There are postal strikes from our end causing delays in some case but I believe the delays are solely down to the delivery address distance. Usually, issues to arrive in less than 30 days but we must ask this maximum to be allowed and thanks for your patience. Kind Regards, Ellie :)
Hi, Sorry to hear this. We sent your single issue of The Week magazine on the 18th of November 2022 with 1st class postage. We have sent it from our warehouse so it seems the none delivery is down to the postal services, as we have had nothing returned to us here. Since this weekly issue you ordered is backdated, We do not have stock to resend it. I have therefore cancelled your order and refunded the amount back into your account. Please allow 3-5 working days for this to show.
Hope this help and apologies for any inconvenience.
Thanks, Ellie :)
Hi, Hope you are ok and sorry to hear this. We have had no contact from you to inform us that you received the wrong magazine and therefore were unaware and unable to compensate. Please feel free to email me personally with what you received instead and we can then look at resending/extending or refunding for your subscription. Hope that makes sense and apologies for any inconvenience. My email: ellie.purvis@uniquemagazines.co.uk. Many Thanks, Ellie :)
“So far I have received zero magazines despite paying in advance. Also I have emailed you to highlight this and ask a question. You have not replied. Not happy!”
Hi, I am sorry to hear this! Upon checking our tracker email system we have gotten no previous contact regarding your subscription. I have checked on the order with my manager, as I could see it was all set up correctly and selected for the current issue which we had and have in stock. I can see it was not active which we have changed yet the order would still not drop in naturally. We have been able to manually create a label and get the first issue of your sub sent this afternoon for you. The next issue of your sub is due the 8th of December and I have made a note to ensure it goes on this date.
My apologies massively for any inconvenience caused! Thanks for letting us know and I can only apologise for the system error that seems to have occurred in this case.
Thanks for your understanding and let me know if you need anything else.
Many Thanks, Ellie :)
