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Design and manufacture of floral themed rainwear, homeware and accessories
The Bothy, BA12 7BB, Norton Bavant, United Kingdom
3.4
7 reviews
Replied to 100% of negative reviews
Typically takes over 1 month to reply
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I ordered a pretty top in the sale and have been so pleased with the quality and design! The parcel arrived the next day in very pretty packaging and the extra gift were lovely - I will definitely be back for more of their lovely things!
I have now waited 10 days for acknowledgment of my return and a refund. I know the parcel has been delivered: I have proof, which I’ve forwarded to you. I enclosed the completed returns slip so I’d be grateful for a response to my emails before I pursue this through my card company. I understand you may be busy, but no response to my emails - not even an auto reply is unprofessional and unbusiness-like.
Reply from Rosehip Design
We are very sorry for the delay and we did subsequently acknowledge this by email and processed the refund promptly.
I ordered from the Hampton Court venue and paid no issues. I went online last week to order using my credit card and ask for speedy delivery. Then 4 days later I had an email from Gerry stating I needed to pay for the items by bank transfer (I paid with my credit card online??) I asked her what she meant and since she had copied in her 'Marketing Manager' (Chris) I copied him too and asked why the order had not gone thru since I paid by credit card? No answers, Gerry asked me to pay again and Chris cancelled my order with no explanation. I reported it to my bank (no money had gone) and to Action UK. What was he doing collecting my credit card detail and then asking for bank transfer? Highly irregular. Clearly there is an issue here but Chris is unprepared to call me and explain any mix up. No more orders for them from me and I hope they are at Hampton Court next year since I surely will be and maybe I can ask them face to face?
Reply from Rosehip Design
The payment had not gone through our online ordering system and you too acknowledged that no payment had gone through your bank. When asked for proof of payment you sent a receipt from your purchase at Hampton Court which we found unusual.
We then suggested payment by bank transfer but despite several emails the order remain unpaid and we subsequently cancelled it. We would welcome a face to face meeting and happy to arrange it prior to Hampton Court if that helps.
I saw the Rosehip store at the Hampton Court flower Show last week. I was not in a position to buy at the show but then checked out the website. Found a dress and nightie which I bought - size medium. I wasn't certain about the sizing as normally a 14 top preference. Anyway, arrived today and they are both perfect. I will definitely buy from Rosehip again.
I purchased a beautiful Umbrella. I have subsequently gone on to purchase Poncho's and most recently a gorgeous Apron. Love this company and their products.
Reply from Rosehip Design
Thank you so much for your positive review. It is much appreciated!
On 6th July,2024
Bought the dress at the Royal Hampton Flower Show at their pop-up shop. Hadn't tried the dress but did ask if the full refund will be available should I need to return if too small, and was reassured it was. Dress was too small, despite being X-Large size. Dress was returned and that is when the the problems started, they claimed there was no sender address on the parcel (impossible as when something is sent registered with Royal Mail you have to provide return address) When I supplied them with the address and heard nothing for few days I kept sending emails as phone calls were not answered any more, I got a final communication from them telling me that the customer service department will reply to me within 5 working days. By now I smelled the rat and contacted my CC who removed the amount from my CC and dealt with Rosehip Design directly. Miraculously I received an email from them today apologising,...''sorry we thought the refund was paid to you''.........SERIOUSLY, don't believe it for a millisecond. Almost a month to get my money back...poor show, very poor show. If there was a -0 star I would give it ......Be careful with this company
Reply from Rosehip Design
We are sorry for your negative experience Kay, but had you just enclosed a note with your return explaining the above it may have prevented this from escalating.
As it was we received a box containing the dress but had no idea who it was from or why it was returned. Since it was not bought online we could not identify the sender from the return address, nor was your name included in the return address.
So we had to wait until you contacted us.
When we send out online orders we always include a return form so the sender can indicate what is being returned and why. That ensures an immediate refund if that is what the customer requires.
Your refund has now been processed and we wrote to explain the delay and apologise.
I hope my guidance above will help you avoid similar incidents in the future.
Always a delight buying Rosehip presents for ladies in my life. My pleasure also doing business with Chris...
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