“Very rude to their customer! They just accused you are a reseller if you buy lots!! Luckily I found another “real family run” shop to help me sort my nieces birthday’s gifts out to avoid getting ruined by an arrogant shop!!”
“Order was cancelled without any reason or notice Which make me lost money in credit card transaction. Definitely a real bad experience with disappointment. Won’t recommend others to buy from this websites”
Heya,
We’re very sorry that you weren’t happy with your experience. We usually have an automated email that goes out to cancelled orders and we always try to follow that up with a personal message with more information. As you’ve responded anonymously, I can’t help look into exactly why you didn’t receive this. Please bear in mind that our most common reason for cancellation is a limitation of 2 of each Jellycat item per sale. Some Jellycats are very popular and we endeavour to make sure there are enough to go around for everyone.
If you’d like to get in touch, we’d be happy to assist further.
Kind regards,
Stonegate Teddy Bears
Heya,
We’d called and left a voicemail to let you know the order had been cancelled and refunded as we couldn’t find the item in our stock room but we’ll make sure that you also get an email in future to avoid any missed communications. Sorry for any trouble this may have caused.
Kind regards,
Stonegate Teddy Bears
“Ordered on 27/11/2024 checkout said 2-4 working days tracked..we are on 04/12/24 still no idea where this delivery is. Tracking number only says sender has advised they have dispatched delivery.. so unsure when i am expecting this delivery and I needed it for this week Friday for a birthday. First time using retailer and it has not been the best.”
Heya,
Due to the busy festive period shopping, we have been experiencing delays with the local post office and Royal Mail. We receive the tracking number directly from the post office after handing them the item, you’ll see the date of sending stamped on the parcel as being within one working day of your ordering date, once the item arrives, showing that the delay was not on our part. We do apologise for the delay but unfortunately it is entirely out of our control.
We will put a notice up on our website to inform others of the current postal delays.
Wishing you the best,
Stonegate Teddy Bears
“Absolute rip off cost me £17.99 for a tiny soft thing that resembles a washing up scrub.
The plastc package had a 3cm hole in it, so the item could have easily been damaged”
