Reply from Muglamania Mugs
[REPLY]
- Reviews (129)
- Kimz
- 1 Review
postage high, dispatch slow, confusing emails but happy with mugs
I thought the postage was high but continued with the purchase as I wanted the mugs. A few days later, I got an email telling me I hadn't completed a purchase and it quoted a different order number to mine. I tried to query it but just got an equally confusing response. I asked for confirmation that my mugs had been sent but that email wasn't answered. After about four days, I got an email telling me that my purchase had been sent but it was still expected to take 4 business days to be delivered. I think 4 days for a £6.99 postage charge is pretty steep. Had the mugs have been sent the day after I placed my order, I would have been more accepting of the cost. So with high postage, slow dispatch and confusing emails, I can't rate it any higher than a 3. It's a low 3 at that.
Reply from Muglamania Ltd
Many thanks for your feedback; it’s much appreciated
Just to clarify, you placed two orders with us one, which you completed, and one, which you abandoned.
I followed up with an email on the abandoned cart you had to see if there was an issue with the purchase and why you had not completed this order.
Our system records any transaction or orders that has not been completed so we can follow up.
As you placed your order on a Sunday, the earliest opportunity I had to do this was on the following Monday.
Until I had clarification on just what you required it seemed a little hasty to send the order/s out until we knew what you exactly what you wanted.
As soon as you clarified out of the two order numbers which you wanted, we sent your mugs by a recorded delivery trackable service by Parcelforce to make sure you could track and trace at all times- this is a service that not all online Companies use and as such does cost a little more but provides us both with security in the fact your order had been sent and at what stage of delivery its at.
Its also true that since 1st of April, Royal Mail (which Parcelforce is part off) charges have gone up quite considerably and that these cost are now, for the first time subject to a VAT element introduced by the Goverment, we try to counter this by offering a big a discount on the mugs as possible.
When you enquired on the 2nd May if the mugs had been despatched,they had in fact been sent and a confirmation email to confirm this was sent by ourselves and Parceforce that day to confirm the mugs were in transit to you.
Please see below the collection and tracking information from Parcelforce
Department: Carrier: Product: Contract: Consignment No.:
Shipping Date: MUGLAMANIA LTD PARCELFORCE WORLDWIDE
EXPRESS 48
48 P251755 JB2191740 02/05/2013
Items: Weight: Manifest Date: Manifest Type: Manifest No.: Time Raised:
1 0.00 kg 02/05/2013 SKEL 2474 06:40 BST
Collect From Deliver To Consignment Details
Address Code: Booking In Required: No
Business Name: MUGLAMANIA LTD NA Pre-Paid: No
Recipient Name: P251755 KIM DELLMAN Collection Request: No
Telephone Number: 07966 866840 Saturday Delivery: No
Address Line 1: CCS STORAGE WALTON HILL FARM 39 LOWER ELMSTONE DRIVE Reference No. 1: 185071001
I hope this clears up the one/two day delay in order being delivered and what issue were and how we trying to resolve as best we could at the time.
Thanks once again for the order and the feedback, it is much appreciated.
Regards
Maggie
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- Ian Fovargue
- 1 Review
Excellant products , quality and customer service.
I have purchased from Muglamania on three occasions and the quality of the printing and mugs is nothing short of fantastic. Fast response from email queries also. I would highly recommend this company.
Ian Fovargue (Boxfordbikeclub) www.boxfordbikeclub.co.uk
- Ms G.
- 1 Review
Well packed - thank you
The mugs arrived all in one piece, well packed. thank you
- Customer D. Leck
- 1 Review
Lovely Mugs
The photographs on ther mugs were very clear. Everyone I gave the mugs to to loved them.
- Gary Steer
- 1 Review
perfect service
i cannot recommend skittykat enough.
its not often you find a company that respond to every question and provide an excellent service but they do both.
the products are of a high quality and great value for money.
Reply from Muglamania Ltd
Thanks for the great review !
Regards
Maggie
- Emma
- 1 Review
Disappointment
I ordered 4 mugs, all of them were in stock according to the website. After a few days I received an email saying one of the mugs was out of stock and asked me to choose an alternative, which I did. After another 6 days the order arrived, but with a completely different replacement to the one I'd requested. I emailed the customer service team to request to change, but have received no response. The other 3 mugs were fine, but delivery took a long time in comparison to other online shopping.
Reply from Muglamania Ltd
Thank you very much for your feed back.
Just to say, that I did respond to your emails and when we got the photograph from you to identify the incorrect mug replacement, we refunded you for this mug and then as a gesture of goodwill offered the mug for free, which you excepted.
Admittedley, the guys did pick the wrong replacement mug from stock, but this was just human error as the mug requested was a similar design.
I always send an email out to advise of any stock or order errors and try and react as quickly as possible.
The delivery did take longer normal as we had to wait for a response from you to what we should do, but as soon as we had a reply, the order was despatched as soon as possible.
I’m glad you liked the mugs and that you were happy to accept the replacement mug free of charge.
Regards
Maggie
- daisy
- 1 Review
Brilliant service, really happy with product and service!
Excellent service and product.
- Eric
- 1 Review
Fun way to 'mug' someone!
Good quality and quite easy to do - perhaps a larger area for the image and or separate area for text would be good but of course depends on what you wish to display and say etc. overall very good.
Reply from Muglamania Ltd
Thanks for the kind review.
There a couple of options to the way you design the mug, you have a front and reverse template as well as a full wrap template.
The full wrap template measures 18.5cm x 7.5cm,so this should give you plenty of room to add images/logos/text onto the mugs
Our system allows you to really fill the template area with what ever you require, text, photo, logos, clipart etc, so do explore the system, if you need any help, just ask and we can advise what will and what will not work.
Thanks once again for the order and feedback
Kind Regards
Maggie
- Elizabeth
- 1 Review
excellent
Great service, good quality of the products
Reply from Muglamania Ltd
Thank you for the very kind review !.
Regards
Maggie
- A.Ata
- 1 Review
Super quick, great quality and fantastic customer service
I required 10 personalised mugs within a quick time-frame and Muglamania kindly created and delivered them within 3 days of placing the order.
Alongside friendly customer service before and after the order.
Thank you team!
Reply from Muglamania Ltd
Thanks for the compliments, its much appreciated!.
Regards
Maggie
- Richard
- 2 Reviews
Excellent, great value and beautifully produced mug.
Excellent and great service, really good price too.
Great for one off mugs for birthdays and friends.
But also if you want a few more done too.
Very good and easy to use online service.
Use them!
- Emma
- 1 Review
Quality and Speed! Brilliant!
The mugs I ordered with my own design look fantastic. I am so pleased with them and the quality of the mugs are great. They were sent so quickly which was just fantastic as I had asked for them with very little notice and they came in plenty of time. I will definitely be ordering from them again. Thanks so much.
- Linda
- 1 Review
QUALITY!
I was asked to order a small supply of mugs for promotional use by our small Independent School. It was fantastic that Muglamania allowed an order of 12 for such an unbelievably reasonable cost. The whole process was flawless and communication was brilliant. The mugs arrived today and I am completely happy with the quality of the product and would have no hesitation in recommending muglamania to other customers.
- Maria
- 1 Review
A fab company to deal with friendly and very witty
I am so grateful for all the help Huw gave me he was as charming as they come with a great sense of humor and so helpful he made exactly what I wanted if not better and the price was fantastic compared to others I researched thanks so much I recommend this company wholeheartedly
Regards Maria x
- nidhi
- 1 Review
Life-saver!
I would thoroughly recommend this site-- i had to but an Edward Monkton coaster for a friend and after looking eeeeeverywhere for it, i stumbled across Muglamania.
I was a litlle apprehensive about tem but figured i'd give it a shot. I'm so glad i did! I emailed them asking to fasttrack my order as her borthday was in a few days and they very kindly did so.
It arrived the next working day and was appropriately packaged. The coaster itself was brilliant quality and my friend loved it too!
So overall, excellent service and one very happy customer! ⚡
- Rebecca
- 1 Review
- Elizabeth
- 1 Review
Fantastic Service and Value for Money
Having looked around the internet to get personalised mugs for my company, found that many starting from £5 a mug were actually around £7 when small quantitys (less than 50) were ordered. Many other companies also charge for uploading artwork.
I came across Muglamania. A lot cheaper. To be honest, as there was such a price difference, only ordered 1 to see how the mug would actually come out. I ordered on saturday and it was delivered the following wednesday, and well, I was so impressed with the speed and the actual mug, going to be placing another order for larger amount very soon.
Would 100% recommend this company for personalised Mugs.
- Kevin
- 1 Review
A pleasure to deal with.
Excellent product, good quality, dispatched quickly.
- Clive
- 4 Reviews
- Patricia
- 1 Review
From a Muggle. Re wicked mugs
Teh mugs arrived today 13th feb. All arrived safely and in time for a birthday.Thanks for that. Just want to know if the out of stock Tea drinkers mug will ever be available in the future.
I will recommend your website to my friends.
- Amanda
- 1 Review
Perfect! Perfect! Perfect!
I ordered from muglamania when I was let down by my usual supplier, I will now be ordering all my cups/mugs from them, the cups are perfect, clear and bright and arrived when they said they would. They look wonderful.
- Catherine
- 1 Review
Delivery time, 2 weeks - and 1 mug brocken
Very strange package : box in a box, in a box, in a box... but not rather resistant nevertheless : 1 mug was broken.
This technique of packaging must be expensive ,without very effective.
Would not chips, or straw be better?
The mugs are nice, but the dimensions of the picture is a little bit too small : A 1 centimeter edge lost above and below the picture.
Reply from Muglamania Ltd
Many thanks for your feed back, it very important we understand what our customer think of our service.
I see that in total you ordered 23 personalised mugs and that one was damaged, not bad considering we where shipping ceramic mugs to Switzerland!
It is interesting that our prices were so competitive we could compete here in the UK – so that’s good news.
Looking at when the order was placed and shipped was only 7 days not two weeks, so a little confused on the two weeks delivery time you have stated,so unless the parcel was held by customs or a delay in final delivery to you, we are not quite sure.
We will credit you the broken mug if you can send a photograph of the damaged mug as soon as possible.
The packaging used is standard shipping box’s for this type of mug, a 3 layer triple cardboard outer, this normally gives the mugs plenty of protection, but shipping half way across Europe, through many many hands has caused one mug to break out of 23 – not a bad result to be honest !.
The issue of the 1cm top on bottom is perfectly normal as this is shown clearly on the design template you were using, the art work supplied didn’t allow a full cover top and bottom bleed on the designs so no more than what you designed could be achieved.
If you required this we could have advised a method to achieve another layout
Please send the image of the broken mug direct to me at sales@muglamaia.com
Thanks once again for your feedback
Regards
Maggie
- JANET
- 1 Review
- Carley
- 1 Review
Good and reliable
The mugs turned out great and came very fast. The sweets were a dissapointment as they were very small.
Thankyou
Reply from Muglamania Ltd
Thanks ever so much for the feed back, we are glad you liked the mugs !.
The jelly belly beans you ordered are the little 10oz mix bags as shown on the site, we do state the size of the bags to make sure you do know what you are adding to the order as a little treat.
As we all know, orginal jelly belly beans are not the cheapest treat on the market but are extremely popular and these are the little taster bags they supply.
We try and keep prices as low as we possibly can to make sure we provide excellent value for money
Thanks once again for the feed back and we look forward to seeing you again.
Regards
Maggie
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- Manjula Kunvarji
- London, GB
- 2 Reviews
Great and Speedy service at such a good price.
Me and my friend are having a joint hen and decided last minute that we should do something unique as a gift. We forwarded on a design that we did ourselves and it came out great, it was clear and was much better than I imagined for that price and the detail of our image.
Thank you so much Muglamania can not wait to give these out as gifts. May keep one myself now. =D
- Caroline
- 1 Review
If you want to never receive your order, this is where to look!
My order should have arrived over a month ago - in fact, it should have been at home before Christmas, because how would I give my friend her Christmas present otherwise? Well, I am still waiting for it!! No update on the status of my order, no compensatory measure for this trouble...
For the money? oh it's already been debited from my account right after I passed my order. I love to pay for something I don't get, don't you?!
Reply from Muglamania Ltd
Thanks for spending the time in getting in touch via Trust pilot.
As discussed, the order was shipped over Christmas as notified on your account on the 14th December.
We did have to give Royal Mail the benefit of the doubt before we make a claim for a lost in transit - which is 15 working days.In the mean time we did offer to send you another mug but we were waiting for stock have noted on the 8th January, you did say to keep the order upon until stock arrives.
As you quite rightly say, even your patience has been tested !.
I have asked the accounts to refund you in full plus make sure you receive a free mug to make up for the delay when we receive stock.
Thanks once again for time and patience in getting in touch.
Kind Regards
Maggie
- valerie Wilkinson
- 1 Review
excellent first class product and service
The picture is well placed and the clarity is outstanding. Im very pleased with this purchase for a special Valentine gift. Well done and thank you for the speedy service.
Reply from Muglamania Ltd
Thank you for your very kind feedback.
Its reassuring that everything goes to plan now and again !!.
Take care and thanks again for the order.
Regards
Maggie
- Douglas
- 1 Review
fine
Fine. I assume I must have mis-read the terms - that it would be delivered within 5 working days. It was despatched within 5 working days and promptly delivered.
Reply from Muglamania Ltd
Thanks very much for your review; it’s always good to get feedback and to see if we can improve our service.
All our mugs are despatched the most cost-effective way using the Royal Mail service.
I can see that your mug order was received at 1.00pm on the 14th,and despatched to you on the morning of 16th,within 48hrs of receiving your order.
Once despatched this end we do rely on Royal Mail to get the order to you as soon as possible, we can only assume there was a delay due to recent snowy weather conditions.
But thankfully its arrived and all’s well !
Thanks once again for your order and the positive feed back.
We hope you enjoy the mug !
Regards
Maggie
- Kirsten
- 1 Review
Fantastic, GREAT to deal with.... :)
If you use this company you won't go wrong, VERY nice person I spoke to on the phone, VERY helpful, stress free, can't think of anything but good things about the company, when ordering on the net I always worry if the things are going to turn up if it will be what I've ordered, no problem with this company, I have only used them once but will use them again a friend told me about the site.... :)
- Lynne Franklin
- 1 Review
Excellently packed & very speedy delivery
Excellently packed & very speedy delivery
- ceri
- 1 Review
Very efficient. Great prices.
Website was very user friendly and easy to follow. Product arrived much quicker than expected. Very high quality finish and great value for money. Would use again and again.
- Julia
- 1 Review
Really great service
I made a mistake whilst ordering and they were really helpful, e mailing me until I worked it out.
- Christine
- 1 Review
I would buy from Muglamania again
Love the mugs. Fast and efficient delivery. Great for presents - but these were for me :)
- Stephen Boyes
- 1 Review
Solid mug, quick delivery during the Christmas period and good quality image.
Solid mug, quick delivery during the Christmas period and good quality image.
- Pamela
- 1 Review
No mugs at muglamania!!!
I could only find the specific mug I wanted at muglamania!
Service was fast, problem free and as it appears, problem free, too.
Definately will recommend and use them again, thanks.
Reply from Muglamania Ltd
Thanks for the compliments, its much appreciated!.
Regards
Maggie
- Rhys
- 1 Review
great plastic mugs for the kids
Quick easy ordering and good mugs.
Reply from Muglamania Ltd
Thanks for the excellent feedback !
Regards
Maggie
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- Kate Reeve
- London, GB
- 1 Review
Good mug, dissapointing espresso cup
The mug seems good quality and for the price is a nice gift. However the espresso cup I ordered which is plastic is disapointing, the picture is fine but I have never seen an espresso cup that big (looks the size of a childs cup). I didnt realise it was plastic but that was my own mistake but the quality of it looks very cheap. Wouldn't of bought it if i had known this before hand.
Kate Reeve
Reply from Muglamania Ltd
Many thanks for your feed back; it’s always appreciated.
The espresso mug is listed as a polymer product rather than ceramic but perhaps we should make this a little clearer in the future and I will pass this on to out IT guy
I’m glad you are pleased with the personalised ceramic mug, which, as a ceramic item, always produces a sharper clearer image image purely because of the type of hard ceramic material used. Polymer is a completely different substrate, so the finish will be different because its not a hard ceramic or can it be compared to be so but its still quite amazing that you can add photo and designs to plastic mugs.
The polymer mug we use, are what is industry standard for this process, so we have not cut corners on quality but only tried to use the very best quality cups in market place to personalise.
As it’s a developing industry, I’m sure ink and finishes will be developed to take the process to an even higher level in the future.
Once again, many thanks for feed back and your order.
Hope you have great Christmas and a Happy New Year
Kind Regards
Maggie
- abby
- 1 Review
exellent
was very pleased with this item. even better than i thought it was goin to be and dispatched very quickly!
Reply from Muglamania Ltd
Thanks for the compliments, its much appreciated!.
Regards
Maggie
- Andreas
- 1 Review
Perfect quality
...when you look on the Website and see the small prices for the Mugs...dont worry.. YOU CAN TRUST.. perfect value and perfect quality
Reply from Muglamania Ltd
Thanks for the compliments, its much appreciated!.
We are so pleased you liked the mugs
Regards
Maggie
- lis harris
- 1 Review
Prompt delivery excellent sales service
The order arrived promptly and one of the mugs wasn't great, an email later and a replacement was on its way. Fab service, would use again, and so cheap.
Reply from Muglamania Ltd
Glad its was resolved to your satisfaction !.
Regards
Maggie
