“The cards are fine but sadly the same can't be said about the packaging. They were packed in an envelope with a cardboard backing to restrict bending. Unfortunately, the brown paper front to the envelope was badly damaged and torn and I was able to remove the cards without opening the envelope! I think you need to use a more substantial packaging to resist damage within the postal system.”
“I bought e vouchers for a friend’s special 60th Birthday. The website to order them was difficult to follow. Disappointed, just a printed sheet with picture, my name , message. Name wasn’t how I thought I’d ordered. I thought I’d put from Squiddy and Walts but it just said my name Marilyn. It IS my name but I go by Squiddy or Maz, so it wasn’t personal enough, and it didn’t say ‘love from’, just from. It took quite a few attempts before I purchased them 2 x £20. I didn’t have time to change it as I was going to see my friend and wanted to give the vouchers. I didn’t have my friend’s email and didn’t really want to just send the impersonal email, so I had it delivered to my email address and printed it out. I folded it and placed it in a nice card. Even this form doesn’t address the fact I bought vouchers. I received them within seconds, they weren’t damaged, one of your staff sent me them. The last section does not apply to me.”
Hi Marilyn,
Thank you for taking the time to share your experience, and I’m really sorry that the e vouchers didn’t feel personal or easy to use. I understand how important it is for vouchers to reflect your message exactly as you intend.
If you do have any queries with any orders in the future please do not hesitate to contact our customer services who will be more than happy to assist you with your order.
Thank you for your feedback, we are always looking to improve our customers' experience in the future and do take on board your comments.
Warm regards,
The Lucy Pittaway Team
“I only received one notebook - the one with a caravan. The package was open when it was delivered to my house. It looks like the packing tape got stuck on the caravan notebook, preventing the cardboard envelope from being closed. I have attached a photo. The notebook I have received is lovely.”
Hi Wendy,
We’re really sorry to hear only one notebook arrived and that the package was open on delivery. That isn’t the level of care we expect, and we understand how disappointing this must be.
I have asked our customer service team to contact you direct so we can get this sorted for you.
Thank you for bringing this to our attention, and we appreciate your patience while we resolve it.
Best wishes,
The Lucy Pittaway Team
Hi Vicki,
Thank you for your review. We’re glad to hear the quality is good, though we’re sorry to hear the delivery was late. I can see your order was placed on the 9th November and despatched from our warehouse on the 10th. For homeware items we aim to deliver within 3-4 days ( for mainland UK) as stated on our website.
If you would like to discuss this matter further please do not hesitate to contact our customer service team on +44 (0) 1748 810 965 or e mail info@lucypittaway.co.uk
Once again, thank you for your feedback, we really appreciate all our lovely customers' reviews which help us to constantly improve our services.
Best regards,
The Lucy Pittaway Team
“I have no gripe with the 2 lovely cushions I bought& they came promptly.
My big problem is all the plastic packaging. None is the plastic that in the UK there’s a possibility to recycle. No labels at all. Plastic type bags made of corn starch, that are completely recyclable is a possibility. Or large, thick, brown paper bags( as Seasalt& Fatface use).Why not use either of these?
As a painter of animals& the beautiful UK countryside,I did think your packaging would be environmentally friendly.
I will try to reuse the bags the cushions are in, but the nasty black bag they were in, will just stay for years in a landfill somewhere. Disappointed& although I’m just 1 customer& you probably won’t care, I hope this makes you think. I won’t buy from you again, till this changes & you are wonderfully talented& it’s such a shame.”
Thank you for your review, Kathryn.
We truly appreciate your feedback regarding our packaging. We are committed to being more environmentally conscious and your thoughts on alternative packaging options are invaluable to us. We’re sorry to hear that our current materials did not meet your expectations, and your concern about plastic waste is something we take seriously as we continue to improve.
It’s great to hear that you love your cushions, but we understand that packaging plays a crucial role in the overall experience. We will certainly take your suggestions into account as we evaluate our practices moving forward.
Thank you for sharing your thoughts, and we're sorry to hear that you won't be ordering from us again until changes are made. We hope to win you back in the future with improvements.
Warm regards,
The Lucy Pittaway Team
“I ordered 3 prints. Fedx delivered 3 packages, 2 of which were smashed! The delivery was in a 3 1/2 ton truck - all the orders inside were piled on top of each other! The packages could not have been packed better by Lucy’s team. Fedx you are a disgrace!. No complaints about Lucy’s lot - arranging a return for the 2 packages with replacements arranged. Love my one perfect print - superbly framed and packaged. Would have given 5 ⭐️s apart from Fedx. 🤞 for the next delivery!”
Thank you for your review, Tony.
We're really sorry to hear about the delivery issues you faced with FedEx, and we understand your frustration. We have raised this issue with the company.
Your feedback is invaluable and helps us advocate for better service in the future. It’s great to know that our team’s packaging met your expectations despite the mishap.
We're delighted that you love your print and that we could arrange a return and replacement promptly. We really appreciate your understanding and patience, and we hope for a smoother experience with any future purchases.
Warm regards,
The Lucy Pittaway Team
Thank you for your review, Nigel.
We're really sorry to hear that your print was received without being framed, and we appreciate you bringing this to our attention. Ensuring that our customers receive their orders exactly as intended is very important to us. We hope you received the replacement in a timely manner.
We thank you for your feedback, we are always looking to improve our customers' experience and implement improved procedures within our business to make this happen.
If you need any further assistance, please feel free to reach out to our customer service team.
Warm regards,
The Lucy Pittaway Team
Thank you for your review, Michael.
As our artwork products are bespoke and framed prints are made to order, lead times vary and are dependent on a number of factors. Our website delivery page has a guide to the average lead times for certain products. I can see your order was placed on the 29th August and dispatched on the 9th September, which falls within our stated lead times.
We are continuously working to improve our processes to ensure a better experience for all of our customers and are very sorry we did not meet your expectations on this occasion. We hope we can rectify this for any future purchases.
If there's anything we can do to assist you further, please don't hesitate to reach out to our customer service team.
Warm regards,
The Lucy Pittaway Team
“I received the items in good time and the calendar is perfect.
3 of the cards are good but I received one that I didn’t order instead of the one I did and it’s not one I would have chosen at all so disappointed I didn’t get the one I chose or even one similar”
Thank you for your kind words and for sharing your feedback with us, Teresa. We're so glad to hear you received your items in a timely manner and that the calendar is to your liking. However, we are really sorry to learn about the mix-up with the card selection. Your satisfaction is incredibly important to us, and we understand how disappointing it can be not to receive what you had hoped for.
We really appreciate your feedback and we will use it to improve our services for the future. We understand this issue has now been resolved but if there’s anything more we can do for you, please don't hesitate to contact our customer services team.
Warm regards,
The Lucy Pittaway Team
“The morning after placing my order I phoned the office especially to ask if I could select a specific limited edition print number. I was given numbers to choose from and agreed on the number 150 with the member of staff. I was therefore disappointed to receive number 64 instead. Otherwise I am very happy with the print. The print was packaged very well. FedEx delivery slot was between 07:50 - 11:50. The parcel actually arrived just before 18:00hrs.”
Thank you so much for taking the time to share your experience with us. We're delighted to hear that you're happy with the print itself and that it was beautifully packaged. However, we sincerely apologise for the mix-up with the edition number. Your preference is important to us, and we understand how disappointing it can be when expectations aren’t met.
We appreciate your feedback and this has been passed onto our fulfilment team to helps us improve our service and ensure this does not happen again. If there is anything further we can assist you with please do not hesitate to contact our customer service team.
Warm regards,
The Lucy Pittaway Team
