Theserenitys レビュー 34

Theserenitys からの回答

2日前

Hi Mandy,

Thank you so much for your kind words 🤍

We’re really glad we could get this sorted for you and that you’re happy with your replacement. It means a lot to us to hear that you appreciated the aftercare — we always aim to make things right when something isn’t as it should be.

Enjoy your new dresses, and thank you again for taking the time to leave a review. We truly appreciate your support.

Kind regards,
Serenity Shop Team

Theserenitys からの回答

5日前

Thank you so much for your lovely review, Jan 🤍

We’re absolutely delighted to hear how much you loved the cream jacket — and even more excited that you came back for the black one too! 😊 It means so much to us that you’re happy with the quality and style.

“Winter wardrobe complete” is exactly what we love to hear ✨

Thank you again for your support — we truly appreciate you!

Theserenitys からの回答

2026年4月21日

Hi Geraldine,

We’re really sorry to hear about your experience and appreciate you taking the time to share your feedback.

We’d like to clarify a few points, as some of the information in your review isn’t accurate. We are transparent about our policies, including our returns process, which clearly states that we offer exchanges or store credit for change-of-mind returns. This is outlined prior to purchase to ensure customers can make informed decisions.

Regarding shipping, we do operate internationally and work with global fulfilment partners. Delivery timeframes and origin are also stated on our website to maintain full transparency.

That said, we never want a customer to feel disappointed. If you’re unhappy with the items you received, we’d genuinely like the opportunity to look into this further and find a suitable resolution for you.

Please reach out to us directly at theserenitysshop@gmail.com
with your order number, and we’ll be more than happy to assist.

Kind regards,
Serenity Customer Care Team

Theserenitys からの回答

2026年2月26日

Hi Diane,

Wow — thank you so much for your wonderful 5-star review! 💛

We’re absolutely thrilled to hear that you love your Aurelia Luxe Faux Fur Jacket and that the size 16 was the perfect fit for you. It means so much to us that you noticed the quality and those little details like the buttons — we agree, they really do give it that elevated, luxe look ✨

We’re also so pleased your order arrived quickly! We always aim for fast dispatch, so it’s lovely to hear that it reached you within just a couple of days.

Thank you again for your kind words and for recommending Serenity — it truly means the world to our small team.

We hope you enjoy wearing your jacket, and we can’t wait to have you shop with us again 💕

Warmest wishes,
The Serenity Team

Theserenitys からの回答

2026年2月26日

Hi Brent,

Thank you for taking the time to share your experience. We’re truly sorry to read this and completely understand your frustration.

First and foremost, we sincerely apologise for the lack of follow-up communication. That is not the standard of service we aim to provide, especially after confirming that a replacement belt would be sent.

We can see from your notes that Hayley responded initially and advised that a replacement would be dispatched, however it’s clear that you did not receive tracking details or further updates after your follow-up emails — and for that, we are genuinely sorry.

Please rest assured this is not intentional, and we would never ignore a customer’s messages. It’s possible your later emails were not received into our inbox, but regardless, the responsibility is ours to ensure this was resolved properly.

We would really like to put this right for you immediately. Could you please email us directly at theserenitysshop@gmail.com
with “Trustpilot – Order #8287” in the subject line so we can prioritise this and resolve it without further delay?

We appreciate you bringing this to our attention, Brent. Your experience matters to us, and we’re committed to resolving this properly.

Kind regards,
The Serenity Team

Theserenitys からの回答

2026年2月26日

Hi Karen,

This made us smile so much — thank you! 💕

We absolutely love that you took a “chance” on us and then fell in love with your jacket when it arrived — that’s exactly the experience we hope every customer has! ✨

The pink is such a gorgeous choice, and we’re not surprised you came back for the taupe too 😍 It means the world to us that you’re receiving compliments every time you wear them — that’s the ultimate goal.

Thank you so much for recommending both the jacket and Serenity. Your support truly means everything to our small team 💛

We can’t wait to have you shop with us again!

Warmest wishes,
The Serenity Team

Theserenitys からの回答

2026年1月11日

Hi there,

Thank you for taking the time to share your experience — we genuinely appreciate the feedback.

We’re glad to hear the jacket arrived promptly and that you were happy with the overall quality. Regarding the return request, we’d like to clarify this point for transparency.

Under UK consumer law, a refund is required if an item is faulty, damaged, or not as described. In this case, the jacket received was correct, unworn, and matched the product description and size ordered. Sleeve length and fit preference, while understandably frustrating, are considered fit-related preferences, not a fault.

As clearly stated in our returns policy at the time of purchase, we therefore offer an exchange or store credit for size or fit issues, rather than a refund. This is why our team offered alternative solutions to try to resolve the situation fairly.

We always aim to respond promptly and respectfully, and we’re sorry if the outcome wasn’t what you hoped for. If you’d like to discuss an exchange option further or need assistance choosing an alternative item using the credit, our support team is still happy to help.

Kind regards,

Theserenitys からの回答

2026年1月6日

Hi Christine,

Thank you so much for taking the time to leave such a lovely review ⭐️

We’re so happy to hear that the jacket was worth the wait and that you love the quality, fit, and warmth — it really means a lot to us.

Knowing it looks just as you expected is exactly what we aim for. We truly appreciate your support and can’t wait to welcome you back again soon 💛

Theserenitys からの回答

2025年12月24日

Hi Tracy,

Thank you so much for this wonderful 5-star review! ❤️

We’re absolutely delighted to hear that you loved your jacket and that it arrived exactly as pictured — that means a lot to us.

Thank you as well for your patience while it was on back order. It truly makes us happy to know it was worth the wait. Our team works hard to provide responsive, kind support, so your words really made our day!

We can’t wait to help you again, and we appreciate you choosing Serenity Shop.
Thank you for being such a fantastic customer! 💛

Warmest regards,

Theserenitys からの回答

2025年12月23日

Hi Hazel,

Thank you SO much for this wonderful 5-star review! ❤️

We’re absolutely delighted to hear that you loved your jacket and that it arrived exactly as pictured — that means a lot to us.

Thank you as well for your patience while it was on back order. It truly makes us happy to know it was worth the wait. Our team works hard to provide responsive, kind support, so your words really made our day!

We can’t wait to help you again, and we appreciate you choosing Serenity Shop.
Thank you for being such a fantastic customer! 💛

Warmest regards,
Serenity Shop Team

Theserenitys からの回答

2025年12月23日

Hi,

Thank you very much for this wonderful 5-star review! ❤️

We’re absolutely delighted to hear that you loved your jacket and that it arrived exactly as pictured — that means a lot to us.


We can’t wait to help you again, and we appreciate you choosing Serenity Shop.
Thank you for being such a fantastic customer! 💛

Warmest regards,
Serenity Shop Team

Theserenitys からの回答

2025年12月23日

Hi Deborah,

Thank you SO much for this wonderful 5-star review! ❤️

We’re absolutely delighted to hear that you loved your jacket and that it arrived exactly as pictured — that means a lot to us.

Thank you as well for your patience while it was on back order. It truly makes us happy to know it was worth the wait. Our team works hard to provide responsive, kind support, so your words really made our day!

We can’t wait to help you again, and we appreciate you choosing Serenity Shop.
Thank you for being such a fantastic customer! 💛

Warmest regards,
Serenity Shop Team

Theserenitys からの回答

2025年12月17日

Thank you for your feedback. We’re genuinely sorry to hear how frustrating this experience has been, and we completely understand why the delay has caused concern — especially when you were expecting delivery by a specific date.

We want to reassure you that we are a legitimate trading business and absolutely not a scam. The delay you’ve experienced is due to an unusually high volume of orders during the Black Friday period combined with seasonal carrier slowdowns, which unfortunately impacted some deliveries despite our best efforts.

That said, we take comments like this very seriously and would really like the opportunity to look into your specific order and resolve this properly for you.

As this review doesn’t include a name or order number, we’re unable to locate your order just yet. Please could you contact us directly at theserenitysshop@gmail.com
with:

Your order number

The email address used at checkout

Once we have those details, we can provide a clear update on your delivery status and make sure you’re fully supported — whether that’s tracking confirmation, escalation with the courier, or an appropriate resolution.

We truly apologise for the inconvenience and appreciate your patience. We’d really welcome the chance to put this right.

Kind regards,

Theserenitys からの回答

2025年12月12日

Hi Nadeen,

Thank you so much for your lovely review — it truly made our day! ✨
We’re absolutely delighted to hear that you’re happy with the quality of your fur jackets, even after the wait. Your patience means so much to us, especially during our busy periods.

If you ever need help with sizing, styling, or anything else in the future, we’re always here and happy to assist.

Thank you again for choosing Serenity, Nadeen — we appreciate you more than you know! 💛

Warm regards,
Serenity Customer Care Team