Naetive Reviews 95

Really awful experience with this company, I really wish I could give them less than a one star!!

I ordered a custom made cereal bowl on the 9th of September and waited the 8 weeks I was advised it would come in before reaching out. I was told it would be a few more weeks, it never came.

I then emailed again on the first of December, I was told there was a technical problem and the order wasn’t processed and i would be on priority for it to come in 2 weeks and that I would get a free gift as a sorry. The bowl then arrived 2 weeks late but did not include the free gift. When looking at the bowl I was overall just really underwhelmed, compared to the pictures online and instagram it look so rushed and and not at all what I had hoped for, it also had a crack on the inside that was quite deep which to me made the bowl unusable.

I contacted the company who said they agreed this was not good and slipped their quality testing. The offered me 30% off or a full refund if I sent the item back.
This just absolutely shocked me because as a customer so many things have gone wrong with my order and you want me to send it back to you when the item sent to me isn’t even fit for purpose. I have gone back and forth with them a few times now and they have refused to refund me unless I send back the item even though they fully agree the item is unusable.

Just shocking to see a small company like this not care about their customers whatsoever.

Bought mugs for my girlfriend at Christmas.
Extremely happy with the quality and detail. I would 100% recommend to a boyfriend looking to get their partner a gift.

Great service and amazing quality mugs!!

Do not use Naetive!

I wish I had read reviews here on Naetive before I placed my order with them. Hence I am sharing my experience here hoping others will not have the same experience as mine.

I placed my order of two mugs on 11th November. Although it was only November, I still paid for “priority making” to be sure we would receive them before or in time for Christmas. They were Christmas gift for my daughter.

I followed up my order with an email to be sure all is in order, Naetive never responded.

I checked in again on 9th December (one month after my order was placed), they finally responded and confirm my mugs would arrive before Christmas.

In reality however, the mugs did not arrive before Christmas.

I followed up with them again on 6th January, asking for a remedy (either send the mugs asap or refund) because there has been no update or any form of communication from them. They decided to refund me only the “priority making” fee while they gave no indication as when my mugs would arrive.

Today is 16th January, 2026, and of course I still have not received my mugs. it is now more than 2 months after I placed my order.

I am sure I am not the only one who has such a negative experience with Naetive. This is not just a letdown of customer experience. It is criminal if any or many of us have never received our goods that we paid for.

They should not have taken the orders and payment if their production cannot keep up. They however have the manpower to continue their promotion on social media, trying to get more orders, but they do not have enough manpower to produce these mugs and keep their customer informed of the status.

I hope no others will have the same experience.

Do not buy from Naetive!

Very disappointing experience with Naetive. It’s been 7 weeks since I ordered my mug and I still haven’t received anything. I was supposedly “first in line” for 10 days, yet nothing progressed and no mug arrived. Considering how expensive the mug is, this level of service is unacceptable. I usually support small businesses, but in this case I would not recommend it at all. Based on my experience so far, I expect nothing more than another generic response, which is all I’ve received throughout.

The personalised pet mugs are just toooooo cute!!
I wish they did them as a regular feature as great for gifts.
My husband absolutely loves looking at his two little doggies at the bottom of his tea mug!

Could not be happier with my purchase. My daughter and I are in love with our new hand made mugs ! They look absolutely gorgeous. I’m a mug lover and I have my own little collection of hand made mugs. This one feels very special and is definitely at the top of the list 🥰 Thank you so very much !!

We ordered three items from Naetive for Christmas two pet trinkets and a custom mug. They all arrived in time, and were well received by their recipients with lots of compliments.
The quality is excellent and the likeness of the pet trinkets to the real pets is amazing!
Customer Service is good you do get a email reply within 48hrs as they specify they will and they also (sometimes) reply to instagram messages.
I would recommend Naetive to others and I would order again, you have to allow a long delivery I’d say 10weeks to be safe but the end product is definitely worth the wait.

Absolutely shocking service from Naetive Studio.

I placed an order for a mug well in advance of Christmas. It was never shipped. Only five days after I chased them, I was told the item was “out of stock” - despite it still showing as available on their website at the time. I was promised a refund, which still hasn’t been processed.

We then placed a second order for another mug and paid extra for premium delivery. As of 28 December, it still hasn’t even been shipped.

This has been a complete waste of time and money. Poor communication, misleading stock availability, unfulfilled delivery promises, and refunds that don’t materialise. Genuinely one of the worst online shopping experiences I’ve had.

Avoid unless you’re happy to chase orders, miss important dates, and wait indefinitely for refunds.

Edit 3rd Jan: my second mug again wasn’t shipped and was out of stock and had to be refunded… after I chased naetive team for over a week.. if you want to run a successful business you really need to make sure you have proper stock availability and customer service team that responds

What a great experience! Received two amazing personalised mugs for my sisters for Christmas and was blown away with them!

Great customer service aswel!

I ordered a custom mug as a gift and it arrived yesterday and I’m absolutely blown away with the quality.

The wait of making process is 100% worth the quality and time that has obviously gone into making this piece. I’m over the moon and I know the person reviving it will be too !

Our friends bought us 2 mugs as a wedding gift which was a total surprise and when they arrived - to say I’m obsessed would be an understatement!!!!
The personalisation, the craft, the finish they are just so perfect!!
Thank you so much 🫶🏽

This was my first happy accidents order. Honestly this brand never fails to impress. Delivery was so quick which is amazing. The mugs was so beautiful despite being happy accident you honestly wouldn’t tell!
Will always return to this brand 🥰

I ordered 3 personalised mugs then a week later 2 more.
They took longer than the expected time but Im not going to bash the company during their very busy period.
They responded to each email within 24 hours.
The mugs are beautiful.
I highly recommend purchasing and will definitely order more but I do recommend purchasing 3 months before, particularly if its for a special occasion.
They are well worth the wait!

Finally received my order after waiting over 2 months and I am SO disappointed after such a long wait. The photos on their website and social media show really intricate animal details. What I received barely resembles a dog. The colours don’t match and the patterning doesn’t look anything like her at all. If it wasn’t for the name stamped on the mug I would have thought I was sent someone else’s order by mistake. I wish I had read the reviews before ordering. I feel conned out of my money. A LOT of money. This was supposed to be a Xmas pressie but I can’t give it, it is just too embarrassing.
No one gave me any update about my order and why it was late.
I regret ordering and won’t again. I don’t recommend anyone else ordering from here.

The mug with our beloved dog inside is just perfect! Great communication, quick service. Highly recommended.

Top quality mugs! Brilliant service! Deffo recommend.

I ordered two mugs 9 weeks ago as Christmas presents and every time I chase I get an automated email response. The social media advertises about all the orders that are being sent and being very busy but sadly mine has still not arrived . I rarely pop reviews up unless it is to sing the praises, but with no proper response or contact number I am feeling let down as the products look so beautiful, but please don’t take the order if you can’t deliver as it can be so disappointing. I had even contacted in advance to check that ordering at the beginning of October would be ok for Christmas, so this makes it even more upsetting.

Since writing this review I received my mugs almost 10 weeks later only to disappointed even more as the colour of my dog is nothing like the colour of the dog at the bottom of the mugs. It’s a shame I can’t upload images as the difference is like night and day.

Ordered a mug in August that still has not arrived ( over 15 weeks later!). I understood that the delivery times may be up to 8 weeks as it is hand crafted, however an additional 7 weeks is disappointing - this mug cost me £80. I had originally purchased this as a birthday present (which was 2 months ago). Seems greedy of the company to accept so many orders if they can’t fulfil them.Seems like I’m not the only one despite picture perfect instagram. Please don’t waste your money.
EDITED 10/12/12
Mug arrived today; 1 x Cat and 1 x dog which looks more like a cartoon, child’s replica of the animals. So disappointed after all this time and really not worth £80. I’ve never left a negative review for anything before but feel I should for this product as the whole experience has been awful.

My daughter placed an order in August for my birthday in September. The mug eventually arrived mid-November. Sadly it looked nothing like our dog. The colour and shape was entirely wrong. In fact we wondered if we had received the wrong mug. We understood that we would not get an exact likeness but this dog looked more like Gromit than a dark golden Labrador. Several of the videos on social media suggest muchhigher quality figurines than ours