Gracegentle Reviews 

I recently ordered a new release Jellycat from Grace Gentle. While the delivery was impressively quick, I found their customer service to be severely lacking.
Upon receiving the parcel, I noticed the packaging was completely open in the centre. When I took the item out of the box, I found numerous loose threads. Considering I paid £40 for this product, I was disappointed to receive something that appeared faulty. I submitted a query through their website and offered to provide photographs of the defects.
Shortly after, I received a disheartening email response. The team insisted that all products are thoroughly checked before dispatch and that none of their stock has loose threads, implying that the item I received couldn’t possibly be faulty. They then requested photos, which I promptly sent, including multiple images of the product’s defects and the state of the packaging.
The following day, I received yet another disappointing and unapologetic email. I was informed that I could return the product, which they would forward to Jellycat. Only IF Jellycat confirmed the fault would Grace Gentle ‘look to’ issuing a refund. Frustrated, I called in hopes of speaking to someone directly, only to be met with the irrelevant excuse that the business owner was abroad. I was advised to call again the next day, which I explained wasn’t possible with my schedule. Shockingly, I was then asked whether I believed I deserved a refund because I had sent images of the product. I reiterated that I was simply seeking advice regarding the loose threads and was eventually told the issue would be resolved by 5 PM.
Later that day, I received a phone call that repeated the same information from the email. I expressed my disappointment again, emphasising that as the customer, I felt I was doing all the work to resolve an issue with a product that had arrived faulty. I was told I could cut the threads myself and to contact them again if anything went wrong. However, just five minutes later, I received another call advising me not to cut the threads, as doing so could void any refund if the product became further damaged. I also asked whether the delivery charge could be refunded as a goodwill gesture, but this was flatly refused.
The first and only apology I received came after I stated how disappointed I was and mentioned that I would be leaving a review. That, in itself, says a lot.

Edit:
Thank you for your response, in which you double down again with no remorse or apologies.

As I stated in my original contact to yourself I clearly asked what advice you had in order to rectify to loose threads or whether I would need to contact Jellycat Directly.
Secondly, when I was asked if I wanted a refund after sending the images, I clearly said no and that I was looking for advice. This was also noted in my review.

Never at one point had your team offered to cover the cost of return, you merely told me to send the product back to the store where the possibility of a refund would be down to whether Jellycat confirm the obvious defects.
With the product now being out of stock on your store I would also have to order from jellycat, which has higher postage fees to receive the product in time.... hence out of pocket.

I may also add it is strange that a business is responding to a review like this, it is showing your customer service skills for me. Also I am so sorry that I rounded £38.95 to £40...

So yes a 1* review is completely justified as shown from your once again unapologetic and accusatory response.

Absolutely love this shop! Carefully packaged and always quick delivery
Absolutely love my jellycats from you 💕 highly recommend you

Thanks so much! Order was received promptly and just as described. I’d struggled to find the particular Jellycat in stock anywhere but your fabulous (online) store had the product I wanted and I found another one I wanted too; bonus! I placed the order with very little time for a birthday gift, but both products arrived in time. The person loved the gifts too.

Lovely shop. Great customer service. Only sad that I don't live closer so I could actually visit rather than shopping online although that might be bad for my bank balance!)

Fantastic service & genuinely care about their customers! Just keep doing what you do x

Super lovely shop with great customer service. I’ve ordered from them multiple times and I’m always amazed by how fast they post orders out. Gracegentle has quickly become my favourite small business to purchase Jellycats from!

Great item and quick delivery

Excellent delivery time and daughter over the moon with her new 'companion'

Excellent service - quick delivery! Would definitely recommend and use again.

Such friendly and helpful staff at Gracegentle. Nothing is too much trouble. Happy to pop out the back to check stock. Will always chat if they’re not too busy.

Lovely shop. Lovely owner. Great service. Will use again and again.

Ordered a number of Jellycats & there was an issue in delivery (by royal mail) but it was dealt with professionally & they took time & trouble to chase it up & rectify it. Very satisfied with customer care.

Always buy my jellycats here , services is brilliant, Denise and Jo are always very helpful ,order always arrives quickly

Very easy to order and pay. Quick delivery.

i ordered last saturday and got my order monday/tuesday, such amazing quality and so reasonably priced. The owners of this shop are lovely too

Excellent service

Lovely small company, on my 3rd order with them and they ship so quickly. Really responsive customer service too!

Amazing service. Whenever I click and collect its always ready in a speedy fashion.

Excellent! Quick communication and fast delivery.