Rachel

This is a great company making beautiful bags and I'd wholly recommend them. I ordered a bag online but although it was lovely it wasn't right for me. The returns process is free and straightforward, the customer service team were great re a query I had and all that means that I will certainly buy again. Not all companies are so organised or make things so easy - thank you DeMellier

For the second time this year my delivery was cancelled at short notice. I'd received the 'good news we have everything you ordered' message and the money taken from my account but just over an hour before the (evening) delivery slot I got an email saying it wouldn't be arriving. So a drive to the shops to get the breakfast milk and bread which I could easily have bought earlier in the day had I known that yet again Sainsbury's would fail. Two days on the money still hasn't arrived back in my account - it's fortunate that I can manage without it. They offer apologies and a few vouchers but I have learnt my lesson and I will not be using them again - really shameful 'service'.

Beware, dishonest marketing ! I used to be a committed Papier customer but am shocked by their recent emails headlining ‘25% off (almost) everything’. It transpired that the 25% only applied to 3 out of the 6 product types listed - and those 3 were the lower volume more expensive items not things like the personalised notebooks. How does that constitute ‘almost everything’? It doesn’t, but it’s a good way of getting people to set up an order, get to the checkout, find it’s only 10% off and then proceed anyway. Really sharp practice

And re. your reply: you say 'confusion' I say 'misrepresentation'. I've referred your ad to the Advertising Standards Authority.

The people who work for you are just really helpful and v knowledgeable - they don't do a hard sell but are just so pleasant it makes purchasing a sofa a very positive experience - thank you Richard!

I’d strongly advise looking elsewhere - really poor systems and little evidence of interest in improving them. I’ve had a credit card with them for years and have stuck with it even though I had to get another one for holidays in order to avoid the dreadful charges they load onto non-UK usage. This year their website has become increasingly inaccessible- I use a security code generator with my laptop but mainly get a ‘bad request’ error screen.

I’ve raised this with them but they insist it’s a browser issue which I don’t believe as it’s random within the same browser and usually after many attempts over several days I eventually get in. I’m very concerned by this because it makes it impossible to keep an eye on the transactions which means any fraudulent activity could go undetected for some time. Sadly M &S don’t share my concerns and seem very pleased with the way it’s all working.

I’ve now had enough and am closing the account. I’ll be mainly using my Halifax card in future: no additions for foreign transactions and when I had cause to query something I got through to a hugely helpful person very quickly.

I wish I had read these reviews before ordering! My '3 for 2' offer has now turned into a '1 for 1' as two items have been cancelled - it took them 2 days to tell me this and I'm not impressed. Dreadful jokey emails to 'we've had to tweak your order', no you haven't, you've cancelled half of it. I think their products are hugely over-priced, but got sucked into it through my Snoopy-loving daughter and it being Christmas. I have, however, learned my lesson and will not be going anywhere near them ever again. Definitely tweaking my shopping practices.

A John Lewis delivery man (carelessly) ripped a chunk out of my ceiling while making a delivery. You might think that the company would be keen to make amends and repair the damage they've done to my home, but NO! All they do is send me emails agreeing that their contractor is indeed dilatory and not hearing a bean since the initial visit two and a half weeks ago is really poor. As you can imagine, that is absolutely no comfort to me, all I want is some action. The worst thing about this is that whoever you complain to - MD, Chairman etc - it all gets passed back to the same inadequate team who have achieved zero so far, the complaints procedures just isn't fit for purpose. It's the last time I will ever buy anything from them - for years I thought they were the gold standard for customer service, but times have clearly changed.

Re: J Lewis' reply, what's with the phrase 'the team best placed to help you'? That's been included in every JL email response too, the point is, Alan, that the team hasn't helped me at all... Is there another team? Perhaps one that although not 'best placed' might actually do something?

Needed to correct policy details.
I'm not sure what you mean by friction? If I buy a policy online, I don't then want to have to chase up the company to correct the details on it so that they accurately reflect what I input. So you don't get three stars which is apparently 'adequate with some friction' because, for me, adequate means 'no friction' - 'friction' in any form is a poor result.

Excellent! Perfect in all respects

I think you're terrific. I've ordered twice and the boots have arrived vv quickly, I had to return the second pair and all of that went through 100% smoothly. Your prices are excellent, e.g. cheaper than the Penelope Chilvers website. All in all, tiptop and I don't usually bother with reviews, but you're so good I decided to take the time to do this. Cheers!

why are you asking for a review of an order that you have not yet completed? I have just checked the status and apparently the item was due for dispatch on 11 June - which is over a week ago. You haven't given me any explanation as to why it has been delayed - hence the poor review.