Dan & Phil Shop Reviews 269

The issue was quickly resolved by Director / IRL Merch, I got my refund and even a signed Christmas card. Thank you!

All my merch came on time and in good condition except one of the mugs. It wasn't packed properly so the handle was broken when I opened the box. I emailed them on the 8th for a return/refund and they haven't gotten back to me, so I sent a follow-up email, still nothing.

I have one more day for the return to be accepted and they don't have a number for me to call.

Nothing in life is always perfect and sometimes things go a little wrong, but its how its fixed that's important. Our art card arrived damaged and it took a while to get replaced. But once the right people got involved it was sorted super efficiently and in a very caring way. Martyn was so helpful and it was obvious he really cared. Very happy now and would order again.

the customer service was very helpful, nice and understanding!

*edit

After posting this I received contact from the customer service team with an apology saying they were sending the order out via express delivery. It has now arrived and I am impressed by the items. I was also contacted by Martyn Lester from IRL Merch who offered his apologies, reassured me that these issues will be improved and offered a free gift as an apology.

Ordered 2 items in September 2020, and other than 1 email in early November saying there was a delay with a restock, I've not received my order or a response to multiple other emails asking where my order is. No phone number to contact either.
Don't order from this website if you actually want to receive your stuff

I've been in contact with D&P shop by email numerous times and have also been tweeting them on Twitter. I've not heard anything back from them, I haven't received my order and there is no contact number for me to phone.

Don't order off this website as you won't receive your packages.

Got prompt and precise updates regarding my order. Thank you for all your help.

Hannah from the Daniel Howell shop was very kind and resolved an issue with damaged merchandise very quickly and professionally!

Dan an Phil shop always has amazing products and amazing customer service that gets to your emails right away!

I love them! Quality merch and great service!

I bought the interactive introvert jean jacket dan and phil pixel t shirt and dil plushie and the stuff got her very fast it was so worth spending my money i love the stuff i gave the dil plushie to my friend and i kept the jean jacket and t shirt and they are a perfect fit i love it so much i love the sighned picture d&p badge and pins that came with the jacket i am definitely going to buy more stuff in the future keep the amazing work up ❤❤❤

Purchased a Christmas jumper (item paid for) and received notice that it was shipped with a tracking number. A few days later I received an email from the Dan and Phil shop customer service saying that my address needed confirming and that the item was no longer available did I want to order something else or get a refund, all in one email. So my item goes out for delivery and goes back to the warehouse, for reasons unknown, where one would think that some one would try to resolve the problem. Nope, the warehouse staff resold a sold out item to another person and all they can do is say "sorry for any inconvenience". Thanks so much!

Update: Although I was left disappointed with my first transaction with the Dan and Phil shop, I'm happy to say they really care about customer satisfaction. Within an hour of my post, I was contacted by their Head Office which took a real interest in what had transpired. I was very upset that my item had been restocked without trying to reach me to resolve the shipping issue. HO explained their warehouse procedure and they acknowledged flaws that resulted in my dissatisfaction. I have been left with the distinct impression that changes in their warehouse procedures will hopefully prohibit this from happening again. Hats off to their HO for reaching out so quickly, acknowledging a problem and explaining they are actively trying to correct a flaw in the system. For this, I would rate this shop with a 5 star and have no issue in ordering an item from them in the future. Thank you so much for your efforts!

I experienced a fault with one of my products and sent an email to explore what options would apply for my situation. Not even two hours later I have a reply: I will receive a brand new item for free (with express delivery)! Absolutely fantastic service!

pretty good service! the people are lovely and will help you solve any issue with orders. i ordered a candle and it arrived broken so i emailed them and the candle was sold out which wasn’t their fault but i was kinda sad so they decided to let me pick out any one item from the shop to replace the candle! (i got a sweater:) ) overall pretty good service but it takes somewhat long for them to reply to emails i find though it’s not a horrible amount of time but it would be nice if it was a little faster. but aside from that great service :)

Ordered from Amazingphilshop when it was separated from this but now it's all together so going to write my review here.

Ordered few hoodies and socks and they are so nice. Houseplant Hoodie is very light and quality is not the best kind, but it wasn't most expensive either so I like it anyway.

Hidden Fox Sweater is good quality and very warm and cozy. I truly love it fully.

Slightly Odd Socks (fox ones) are nice and feel very soft, so cute. They fuzz tho after few washes which means that quality wasn't greatest but still love them tho.

Ordering was easy and got my order within 2 or 3 weeks.

During the christmas merge of all three shops I ordered items from all of those. When my package was delivered (just 1 week later) one item was missing. I wrote the customer service and almost immediately got a kind answer with an easy solution. Might have been bigger of a deal if I needed it for a specific date, but since this wasn't the case I don't see this as an issue.
I am so happy and grateful for their service. Thank you, Hannah!

Some problems regarding delivery of my package, but I emailed them and the issue was resolved. Overall, at customers service everybody was really nice and helpful. They answered quickly and were kind and professional. I would recommend.

Really recommend it! Fast shipping (to Sweden), usually around 2 weeks. Good quality! I’ve bought upwards to 20 products from there and been satisfied with everything.

Despite a delay in receiving our order for Christmas, Hannah resolved the issue promptly and professionally. We would highly recommend this website as, although issues can arise, customer satisfaction is paramount. Thank you once again, Hannah!

Further to my previous review.
Since posting a one star review yesterday I was immediately contacted by Martyn at Phil & Dan's Shop, he sorted everything out for me straight away, and I am happy to say my Granddaughter will be very pleased to get the Christmas present she wanted.
Customer service at it's best.

Customer service was really nice when I had to change my order and they were sorry when one part of my order wasnt coming and they handled everything really well and I am definitely going to order from them again