Before buying from Clogau, please read reviews - high prices for poorer quality and customer services aren't concerned at losing customers
My Mum has bought from Clogau for years as she loved buying special gifts for close family and friends. I have no clue how many hundreds of pounds Mum has spent with them (including gold watch for my 50th). I've also bought many gifts for Mum from Clogau as I wanted her to have something extra special to show how wonderful she is.
At Christmas, Mum ordered me a bracelet. It arrived and the package was awful. It was shoved in a tiny pouch so that was bad enough. When I took the bracelet out, the quality was shocking - it was misshaped and very poor. Mum was advised she could return it but as she's a pensioner with limited mobility and could not return it to the store soon, had to pay to return it for a refund so that was £12 extra straight away due to the value. We were told that postage has to be paid by Mum as the bracelet wasn't returned due to it being faulty. How something sub-standard, out of shape and poor quality was exempt from free postage is unbelievable. If Mum had have been able to get to the shop to return it, she would have but that wasn't a possibility at the time.
What then followed was a prime example of terrible customer service - I had to repeatedly ask that Mum at least receive an apology for how she has been treated. There was no consideration for her loyalty over the years. They weren't concerned at all that Mum said she would never buy from them again either. Same goes for me. Appreciate that won't affect their business but they don't deserve the support any more.
It's also interesting to read other reviews about customer service too - not to mention the fact that others also feel quality has deteriorated a lot.
Just hope other people/potential customers bear in mind the reviews for this Company before spending anything with them.
Resposta da Clogau
Thank you for taking the time to share this detailed feedback. We are genuinely very sorry to read about your Mum’s experience, especially given the many years of loyalty both you and she have shown to Clogau.
We truly value customers like your Mum, and hearing that she has trusted us for so many meaningful gifts over the years, including something as special as your 50th birthday watch, makes it all the more disappointing to learn that this recent purchase fell short of expectations.
We are very sorry that the bracelet did not meet the quality you expected and that you were unhappy with how it was presented. Our standard packaging for this piece is a protective pouch inside our Clogau presentation box, to ensure that the piece is not stretched in any way prior to wear. We are sorry this felt underwhelming and want to assure you this feedback will be passed to our development teams.
In reviewing the order, I can see that a full refund was issued once the bracelet was returned. I can also see that an apology email was sent to your Mum in January following the return. That said, I completely appreciate that if the overall experience felt disappointing and frustrating, this may not have felt sufficient.
Regarding return postage, when a return is logged via our online portal and marked as faulty, we request supporting information such as images and once approved, the return postage is covered by us. If this process wasn’t clear or didn’t work as expected at the time, I’m very sorry for the added inconvenience and cost this caused, particularly given your Mum’s limited mobility. We certainly never want policies or processes to feel unfair or lacking in empathy.
We take comments about both quality and customer service very seriously, and your feedback will be shared internally with the relevant teams for review.
We’re truly sorry once again that this experience has led you both to reconsider shopping with us and we do want to assure you of our best intentions at all times.