Made Personally Reviews 

Reply from Made Personally

Feb 17, 2026

This review contains several factual inaccuracies which need to be corrected.

The order was placed on 2 January with an estimated dispatch window of 8–13 January. The order was dispatched on 13 January, on time, and a dispatch confirmation email was sent.

No contact was made until 26 January at 11:00, when a WhatsApp message was sent. An automated out-of-hours reply was issued immediately, followed by a personal response at 17:57 the same day, confirming the issue would be raised with Royal Mail. This is standard procedure, and investigations of missing parcels can take up to 30 days, which is still ongoing.

Further messages were sent on 4 February (missed) and 6 February. Before any reasonable time was allowed for a response on 6 February, defamatory comments were posted on social media. Despite this, a response was sent at 15:43 on 6 February, followed by a back-and-forth exchange of nine messages the same day.

The claim that messages were ignored or that no communication was provided is therefore incorrect. Responses were given, but not instantly — which is not the same as being “blanked”.

It is also inaccurate to suggest that a response was only provided because of social media comments. No reasonable response window had elapsed before those comments were made.

As explained, missing parcel claims must be investigated before a refund can be issued. That process is still in progress.

Accusations of “scamming” and “taking money without sending goods” are demonstrably false given the confirmed dispatch, documented responses, and ongoing investigation.

This response is provided to correct the record for anyone reading this review.

Reply from Made Personally

Feb 15, 2026

Hi,

I’m sorry to read your review, but several points need to be clarified as they are not accurate.

In your initial email, you stated that the order was “slow” and would arrive later than you needed. I provided a prompt update that, at the time of contact, the order was not late and was actually still within the estimated dispatch window shown at checkout and in your order confirmation.

I'm sorry you feel you was "bombarded" with emails - you had only had emails in responses to the questions and queries you sent me. You in fact sent 4 emails, all of which was responded to within minutes and yes, indeed, out of hours. I replied promptly and politely with accurate updates. My responses were simply factual to the questions you asked.

You actually explicitly asked, “Please tell me why it’s not clear” regarding items being made to order. My response was therefore factual and directly addressed where this information is displayed — on the website, during checkout, and in the order confirmation. This was not intended to be unhelpful, but to answer the question you asked.

Unfortunately, the fact that the order would arrive later than you required is not something I could control. When you placed the order you had full visibility of the estimated dispatch timeframe - however made no prior contact to request expediting, and no faster delivery option was selected.

Once you advised that the item would no longer be suitable for your needs, I cancelled the order and issued a full refund immediately to avoid any disappointment.

I always aim to be transparent, fair, and responsive, and it's a shame that you have misconstrued this as anything but assisting you and answering your queries.

Kind regards

Reply from Made Personally

Feb 14, 2026

Hi,

I'm sorry to see you have left a 1* review. Unfortunately your review doesn't give me any information to help locate any order and provide an update.

I'd kindly ask if you can reach out by replying to your order confirmation email, or using the contact form (or email/WhatsApp details) on my website - I will of course look into this for you.

Kind Regards

Reply from Made Personally

Updated Feb 17, 2026

**Update - I'm pleased to confirm this order has now been delivered. Unfortunately I did not hear back from you after I reached back on Whatsapp. Many thanks**

Hi Charlotte,

I'm sorry to see you have left a 1* review. Your Whatsapp has been responded to but unfortunately I haven't heard back yet. I'm pleased to confirm your order has been dispatched - you will find a confirmation in your inbox containing the Royal Mail tracking.

Kind Regards

Reply from Made Personally

Updated Feb 17, 2026

**Update - I'm pleased to confirm this order has now been delivered.**

Hi,

It’s disappointing to read your review regarding the music fridge magnet you ordered and would like to correct a few points.

I run this business entirely myself, and all items are personally produced and printed by me in-house in Lincolnshire. They are not ordered from Temu, Shein, or any third party and resold.

Regarding your comments about reviews, I do not subscribe to or invite reviews on Trustpilot. Despite this, at the time of your review there were over 110 4–5★ reviews on Trustpilot which I trust you had taken the time to read. In addition to more than 500 4–5★ reviews on my website. The reviews on my website are all submitted by customers to an independent service who then publish to my website. I of course prioritise responses to reviews to ensure that prospective customers and other customers have the opportunity to read both sides.

The dispatch dates shown at checkout were estimates (not delivery guarantees), and this was communicated clearly throughout. Please note your order did not enter processing on the 24th, this was in fact the date that you placed the order not when printing commenced . I responded politely and within a reasonable timeframe to all messages and asked for the birthday date so I could try to help; this information was only provided later in the conversation after I had asked multiple times for this information to try help.

Once I was advised on the 3rd that the item was needed by the 6th, I made an immediate note of this and worked to expedite the order where possible, while continuing to process all orders fairly based on when they were received.

Kind regards,

Reply from Made Personally

Jan 8, 2026

Hi Roscoe,

I’m sorry to read that you were disappointed with your experience, and again, I’m genuinely sorry to hear that your granddaughter was upset.

For clarity for anyone reading this review, the bottle was delivered over 5 months before I was contacted and had been in regular use during that time. Issues caused by manufacturing faults would normally appear very early on, rather than after several months of use.

I responded promptly and politely once contacted, explained my position clearly, and offered practical advice to try and help. I did provide step-by-step suggestions to help address the issue. At no point did I suggest the bottle should be left for you to “sort yourself”; my intention was always to offer helpful guidance.

Unfortunately, due to the age of the item and the fact it’s a children’s drink bottle designed for personal, everyday use, I wasn’t able to offer a replacement or refund.

I understand this wasn’t the outcome you were hoping for, but I always aim to be fair, honest, and transparent with every customer, even when I’m unable to replace an item.

Kind Regards

Reply from Made Personally

Jan 3, 2026

Hi Marina,

Thank you for your review.

I've reviewed my records and can confirm that your order was dispatched within your estimated time frame shown to yourself upon purchasing. I can also see that you have never contacted me by email or WhatsApp regarding your order. Without being made aware of any delivery issue, I had no way of knowing there was a problem.

It's therefor very upsetting to read your claims that my business is a "scam" or that I am "stealing people's money". These statements are completely unfounded. I must stress again that you have never made contact about your order which was placed and dispatched over 3 months ago. This review comes entirely by surprise.

Once an order is handed to Royal Mail, delivery is outside of my control. I a always happy to assist if a customer raises an issue. Unfortunately, no contact was made until this review, which came as a complete surprise given the order was placed and dispatched over 3 months ago.

Your comments trying to cause defamation against myself and my business are totally unjustified and unfair given the facts you have failed to get in touch and make me aware of any situation.

Regarding your comments about reviews, I actually do not subscribe to Trustpilot and as such only reflect a very small fraction of my customers. In any case, at the time of writing, there are over 110 positive reviews which I'm sure you had an opportunity to also read. The negative represent a tiny percentage of total orders (0.05% in fact) placed in the same period.

I add again that it's incredibly unfair that you seem to just want to slander me and my business when you have not even been in touch about your order placed and dispatched in September 2025.

I remain happy to look into this matter if you wish to contact and provide further information.

Kind Regards

Reply from Made Personally

Updated Dec 27, 2025

Hello,

I’m sorry to see that you’ve left a 1-star review. As outlined in our messages, I was clear and transparent about the processing delay and its impact on your order. All messages were responded to within a fair and reasonable timeframe (including out of hours), with none left unanswered.

As explained, the delay was not due to order volumes, and had it been possible to expedite the order or upgrade the shipping, I would have done so at no cost to you — unfortunately this wasn’t achievable, which is why it wasn’t offered. You asked for updates in case you needed to consider alternatives, and I was transparent in confirming that the order would not arrive in time, rather than leaving you waiting until the last minute (which I of course didn't want to do!). We had in fact been communicating between 15th and 19th December when and this was explained in my last message on the 19th. As such this information was therefore known well before the review was posted.

I’m aware you were a returning customer following a positive previous experience, and I do apologise again, as I have done throughout our WhatsApp correspondence.

Kind regards

Reply from Made Personally

Updated Dec 12, 2025

**Update:

To clarify, the estimated dispatch window (30/12 – 05/01) was shown in four separate places during checkout, including directly alongside each shipping option, specifically to ensure this information is clear before placing an order. It is also repeated in the order confirmation email sent immediately after purchase.

Regarding communication, we have already exchanged three messages via WhatsApp, so I’m unsure why you feel you cannot reply there. You are also welcome to contact me by email or through my website if preferred.

As mentioned previously, your order falls into this dispatch window only because it was placed after the Christmas cut-off. Like many small businesses, I close over Christmas to spend time with my family, and this is reflected in the dispatch dates shown at checkout.**

Hi Andrea - As per our Whatsapp messages which I responded within just a few hours - Your order was placed on 5th December and the estimated dispatch dates (30/12 – 05/01) were clearly shown on the product page, in the basket, at checkout, and again in your confirmation email. These dates applied because Christmas order cut-off had already passed, so your order fell into the next available dispatch window.

The item you purchased is personalised and made to order, and as stated in my Terms & Conditions (accepted at checkout), these items cannot be cancelled once production has begun. While the order is not yet estimated for dispatch, it has already begun processing. Personalised products are also exempt from the 14-day cancellation period under the Consumer Contracts Regulations.

I take customer satisfaction seriously, and I also take offence at being labelled a “scam” company when I have over 100 verified 4–5 star Trustpilot reviews and more than 500 positive reviews on my website. Your order is being produced exactly as described and within the timeframe shown at purchase.

If you have any further queries, I’m happy to assist directly.