Ellie Mae

Hi Ellie

Thanks for leaving us a review. We can see that you've raised this with the Customer Service team who have provided a response via email, if you require any further assistance please feel free to contact us at support.hmv.com and provide us with as much info about your experience as possible.

We’ll then take a look and get back to you as soon as possible.

Hello,

We are truly sorry to hear about the quality issues you have experienced and completely understand the inconvenience this must cause. This is certainly not the experience we aim to provide.

I am happy to see a member of our team has since been in touch and provided a resolution.

I am truly sorry for the length of time this matter has taken to resolve. However, we truly appreciate your patience and understanding in the meantime.

Please rest assured, we take your feedback seriously, and will raise this issue with the relevant team for further investigation. 

Many thanks,
Luis
DUSK Resolution Team

We have requested further information to see if we can locate a file for yourself. Once you have done so, we will be able to resolve this.

Hi Ellie Mae,

We’re deeply sorry for your loss and truly regret the added frustration you’ve experienced during such a difficult time.

Handling the account of a deceased loved one should be a clear, respectful, and supportive process. We sincerely apologize if our document submission process or the guidance provided by our team was confusing or unhelpful. That’s not the experience we strive to provide, and your feedback has been shared with our support leadership team for review and improvement.

We also want to offer some context. Account verification is a critical step in situations like these because, unfortunately, bad actors can attempt to exploit emotionally sensitive circumstances—such as reporting a death—in order to gain unauthorized access to an account. That’s why we require clear, readable documentation and a secure process before making any changes to an account's ownership or access.

That said, our procedures should never come at the expense of empathy or clarity. We’re sorry if our communication felt dismissive, and we’ll be looking closely at this case to identify how we can better support customers in similar situations.

If you are still in need of assistance, please respond to the request for more information by providing your email address and the account number, I can then get in touch.

Regards,
ZH

We're sorry to hear about your experience, Ellie. This isn't the standard we aim for, and we apologise for the disappointment. Please email us with your order details and photos so we can resolve this for you as quickly as possible.

Hi Ellie Mae. Our sincere apologies for your disappointment. Be assured we normally take great care to package items correctly, as we realise that an item arriving safely is in everyone's interest. I'm sorry whoever packaged your aftershave failed to do so adequately. With you highlighting this to our Customer Relations department, feedback should be sent to our Distribution Centre to review the matter internally. Thank you. ^Al

Hi Ellie,

Thank you for your feedback – we're really pleased to hear you liked your recent purchase and found it well made.

We’re sorry to hear you were disappointed by the lack of a sign-up discount and the return costs. We do aim to be as transparent as possible with our returns process, and we completely understand that costs can be a concern.

Just to clarify, we always give customers the option to return items using their own method if they find this more cost-effective than using our prepaid courier label. This information is clearly outlined in our returns policy, and many customers choose Royal Mail or other services for convenience and savings.

We always take customer feedback onboard and this will help us continue to improve both our services. We hope to welcome you back as an L.A-S customer in the future!

If you wish to discuss this further, you can reach us on customercare@laspace.co.uk and we’ll be happy to assist you.

Thanks ever so,
Team LAS x

Dear Ellie,

Your original review regarding your purchase has had a reply added and again we do apologise you feel so disheartened with the overall brand because of this one purchase.

We hope now you have discussed this with a member of the team more personally you feel more reassured.

Kind regards
The Handbag Clinic

Dear Ellie,

We are sorry to hear you felt this purchase did not meet the online grading or description. The bags we sell are pre-owned therefore are graded on their condition overall, internally and from a hardware perspective.

The item purchased was graded as Very Good which means it will show some minor signs of wear. We understand the internal back pocket did have two small biro marks from a previous owner and you felt the inside could have had further cleaning.

Our team are always happy to help, if on receipt, you feel something is not as described, and would always do what they can to resolve this for you. On this occasion you opted for a full refund before reaching out to the team, therefore this could not be explored, however on receipt of your review a member of the Customer Experience Team did email you personally to discuss the item further with you.

We are sorry on this occasion you were so disappointed with the item received but thank you for taking the time to leave feedback. All feedback is used to further enhance our Buying experience and review our internal process.

Kind regards
The Handbag Clinic.

Hi Ellie Mae. We're always looking for ways to improve the experience we give to customers and so we'd really appreciate it if you could get in touch with our Customer Care Team at your earliest convenience. This is so we can understand what went wrong and look to rectify it. The team can be contacted by phone, email, or post. Email: customer.care@pentagon-group.co.uk. Telephone: 0330 390 6898 (Monday - Friday 8.30am-5.30pm). Address: The Pentagon Customer Care Team, Pentagon Group, Greenside Way, Middleton, Manchester, M24 1SW. ^CB

Good Afternoon,

Thank you for making our day with your glowing review! We're thrilled to know you enjoyed our service, and we promise to continue delivering excellence.

Cheers,
Nav,
BJS Home Delivery.

Hello,

Thank you for your 5 * review!!

Jemima
Customer.relations@apc-overnight.com