Moonpig Recensioni 173

I've always found their service excellent, but unfortunately when something goes wrong, their customer service is terrible. I ordered a card with an envelope, and it turned up without the envelope. Slightly annoying, but I figured they could just send me one. The AI agent says no. I finally get to speak to a customer services agent, who admits it's their fault, but also says no. They then offer to credit me with £2.50 (although the order is way more). I point out that this doesn't really solve my problem and suggest that if their system doesn't support sending an envelope, perhaps they could resend the whole order. They say no. I point out that I am legally entitled to receive what I've paid for. After waiting for over five minutes, they finally reply that "this one time only" they'll resend it. I point out that sending me what I have paid for is not doing me a favour.

1. A very easy to navigate website to use.
2. Reliable.
3. Magnificent Customer Service when things don't go right. I sent a birthday gift which arrived damaged by Royal Mail. Moonpig were astonishingly prompt in dealing with my issue, and replaced the whole item. Fantastic!
4. Personal service, not standard emails.

Despite having had some good experiences with Moonpig, I have also had two bad ones. First, a get well card took two weeks to arrive.
Second, I ordered some beers to go with a birthday card for my son-in-law. My daughter rang to tell me one bottle had arrived smashed, and sent me a photo of the damage. I rang Moonpig. I was given an apology and asked: "Would you like me to send another pack of beers?" Of course, I assumed they were sent as a replacement, but no! I was charged for another pack of beers! When I complained, they said I would have to make a claim from the Post Office for the first pack, since it was their service caused the damage. But I couldn't claim, myself, because I didn't have a receipt for the postage, that receipt was with Moonpig. I don't think that I, the customer, should have been obliged to claim off the PO in the first place. SHABBY!

Awful customer services , use chat gbt and text expanders to reply , waste of time

I ordered a personalised card and wrote in it ect… then as usual they ask if you want a gift with it and I then choose a gift.
They charged me for two cards one that went with the gift with no words in it and a late one with words in it. They blamed me and said I should have looked at the order. I never ordered two and trusted that the invoice would mirror this. I have heard moonpig do this quite a lot sending two cards and charging . Never accepting the blame. They even said they apologise that I didn’t look at my order before accepting it.thats not an apology. Terrible service and rude .BE WARNED!!

First card was left somewhere it got wet. I had an exchange with the Moonpig chatbot which said that they would contact me the next day to arrange a replacement. This never happened. 2 days later I contacted Moonpig to ask for a refund as by then it was too late to get a replacement, I also asked for a refund of the ‘Moonpig plus’ service that I paid for, due to their terrible customer service. They refused to refund this cost in full. I will never use Moonpig again. I ended up paying over £17.00 for 2 cards plus the Moonpig plus service. They refused to offer me any more than about £6.80 refund. Appalling customer service.

I'm so fed up with this company. They are impossible to get hold of to complain. I ordered some cards to go to my home address and they charged me postage for each card to be delivered even though they arrived in one envelope.

I've used these for years I won't be anymore I paid for next day delivery on an important card should of arrived today when I've looked it won't be arriving until Monday contacted lived chat I'd get more sense talking to my cat apparently you don't pay for next day now it's for 1-2 days tracked it's not what it says when your paying for the higher postage it states next day !! I do t be using them again

I would give less than 1 if I could!! PLEASE AVOID THIS COMPANY AT ALL COSTS! I ordered two birthday cards, tracked delivery, never arrived by the date clearly specified on the confirmation email. Tracked delivery cost additional. I spoke to an extremely unhelpful person, who was clearly not interested in my complaint, denying the contents of my confirmation email that I attached for her! Her answers were repetitive, most obviously straight from a script, ultimately refusing to neither apologise or to issue a refund for the additional postage! I did not request a refund for the cards. Terrible company and dreadful customer service. Lesson learned, no more orders, after years of buying. Not the first time cards have not been delivered on time! In comparison to other online personalised card / gift companies, this one is by far the worst I have dealt with. Save your money and time, just not worth the hassle of extremely poor service.

AVOID AT ALL COSTS AND LOOKS ELSEWHERE.
Ordered card and gift and paid for scheduled delivery on a day that I knew I would be home to receive parcel. Nothing delivered and now I am back to work so given the size it is unlikely Royal Mail will be post able to put in letter box.
What’s the point of scheduling a delivery? Given it was ordered 3 days in advance but only dispatched at 2313 the day before delivery no wonder it was late.
Thanks a lot MOONPIG.
Honestly guys they may invest in tv advertising but their service and systems are poor so please please please DO NOT rely on them .

Don't waste your time with them, they ran out of stock ... it happens... but then to give store credit rather than refund me is shocking.... 25308NPKMGK they you go check it Moon pig you have what you need check the history out on the order .... hang your heads in shame

After making my reviews I get the same automated reply…

We’re sorry our customer service didn’t meet your expectations. Providing great service is really important to us. If you could contact us with the details of your issue via trustpilot@moonpig, we’ll happily look into this for you. Please include the details of your order so that we’re able to help you as soon as we can!

But I still get no reply from Moonpig itself who continue to show a total lack of empathy to its customers. Absolutely shocking company.

Just received the card I ordered and it’s arrived WITHOUT an envelope. What use is this. Waste of money. Thanks Moonpig

I ordered a gift for my son’s 8th birthday, the package never arrived. When Moonpig finally got back to me after more than one attempt, I was informed that it was left in my “safe place” not something I have considering I live in a block of flats. I was sent a picture of a parcel at the bottom of an exterior flight of steps and told “deliveries like these are classed as successful”, even though not only does everyone in my building have access to this area, so does everyone that walked or drove passed my building, it’s a public area. This however does not seem to bother Moonpig or Royal Mail.
So not only have they kept my money, my son never received his present, something that’s quite difficult to explain to an 8 year old.
Moonpig have lost a customer and couldn’t care less, don’t use this company, they will happily steal your money and laugh at you afterwards.
Disgusting after sales treatment.

Very easy to choose a card and upload photo (s) and message. Fast delivery. Will use Moonpig again in future 100%

My sister like many has worked terribly hard to pass her driving test, including nursing my mother during a terrible injury that basically required my sister to move in with her, whilst also holding down a full time job. I was overjoyed when she passed, and arranged for a card and flowers to be sent. The courier just left the box on the front door step then sent a note to say it have been left in a safe place!!! then when I asked my sister how the flowers looked and she sent me a picture, it was clear to me that the arrangement they had sent in no way reflected the picture on the website. 48 hours later I complained, but was told that the photo I sent did not count I'd need to send another one the next day! When I pointed out it was a 48 hour picture I was ignored and told I'd need to wait to see if the bouquet bloomed. Customer care referred to a letter box bouquet but that is not what I ordered. It just felt as if they were making up excuses not to rectify the position. I have 6 birthdays coming up in then next month. I will not be using Moonpig again. Other suppliers provide an overall better experience and I just want to know that whomever I have arranged to send flowers to, get the joy from receiving them because they are simply beautiful that flowers that is! I am the only one in my family and friends to use Moonpig as they were deemed to be expensive any unreliable. Let me rephrase, I used to be the only one, as I will no longer be using Moonpig! Surely retaining customers is key to any organisations survival and even more so if they are repeat customers. However, this can be a lesson learnt all too late in the day.

Ordered 5pm on Friday and was delivered the following day. Good sevice.

Moonpig's "delivery by date" is apparently just an estimate. I placed my order almost a week in advance and would have selected an earlier delivery date, of which there were plenty available, had the website stated this was an estimated date of delivery.
Instead I selected delivery by Sunday 19th October and Moonpig delayed sending my order until Saturday 18th knowing full well it would not be delivered on a Sunday.
I have tried to complain using their online chat as there is no telephone number for them and have asked for an email address to escalate this further but have been refused!
Obviously, I will not be using Moonpig again.

I’ve used Moonpig for years without issue, but this recent experience has really put me off. I ordered a chocolate gift for my dad’s 81st birthday that was supposed to have “Happy Birthday” on it. What arrived instead was just a plain Cadbury wrapping with no message — only a small “Someone Special” note on the box.

Unfortunately, I didn’t think to photograph it at the time (I was more focused on celebrating my dad’s day!). When I contacted Moonpig later, they refused to do anything about it because I didn’t have a photo. My dad lives 25 miles away, and I wasn’t about to make a 50 mile round trip just for proof of their mistake.

I expected better from a company I’ve trusted for years. Even a small gesture like a discount on a future order or part refund would have shown some goodwill. Sadly, the lack of customer care means I’ll be reconsidering using Moonpig again.

I received a damaged card sent by moonpig. I had requested it to be sent directly to me not the recipient. I noticed they just use an ordinary paper envelope now not the sturdy ones they used to use. It was probably due to this that the damage happened. Sometime between dispatch and receiving via postal system.
Problems began trying to navigate their chatbot and eventually was transferred to a real person via this chat bot.
They needed photographs of the damage, no problem I had already taken them. Sadly their website kept telling me the photos 'couldn't be sent' no reason given.
The advisor said the problem was me and my equipment. I stated 'I have never had a problem with any other company' moonpig gave no advice on how I could send the photo's to them via a different method. No, was the answer, I needed to sort myself out. They had my order number etc.
I pointed out that the fault lay with moonpig not my system. The chatbot system then timed me out.
No follow up email from moonpig with advice how to resolve this situation. Nothing.
I am concerned now for cards I have sent straight to recipients may also have been received damaged because I do not know how long moonpig have used these inadequate envelopes.
I shall be cancelling my account Moonpig Plus, I'll lose on it but I've already lost over £5 for a card which is unusable and I'm not prepared to risk losing more money with a company that uses 'victim blaming' instead of good customer service..