Gracegentle Reviews 

Great product packaged really well and quick delivery.

Good price, quick delivery and well packaged. All good.

The ordering was easy and the parcel arrived safely and quickly.

Amazing quality for a fair price, was legit and shipped quickly.

I have now ordered several times from Gracegentle. They always send the order quickly and well packaged. Have genuine products like Jellycat. I look forward to ordering from them in the future.

This was my first time using this website, I am very impressed! My order was processed really quickly, beautifully packed and it arrived the next day, even though I opted for standard shipping. A great shopping experience.

Swift response, well packaged

Absolutely beautiful quality, the sweet Archie Rabbit is absolutely gorgeous, quick delivery, will definitely order from Gracegentle again .

Great service and quick delivery, gorgeous beat purchased. Would definitely recommend

I've bought from this company before, at one of their busiest time of year Christmas. I knew they were brilliant at getting my purchase for my grown-up granddaughter,never too old for a jelly cat. This time I got her one as she'd had a operation, this time I ask her if want more jelly cats can't see her saying no. ❤️

I ordered a beautiful teddy bear from the Bukowski range (which is hard to find in the UK) for my daughter. Item arrived quickly and beautifully packaged. Thank you!

Gracegentle had the item I wanted. The order process was smooth. Communication was great and my order arrived quickly and was well packaged.

Absolutely fantastic shop. Lovely owner, couldn’t have been more helpful. Item arrived the very next day and was lovely

Used this company a few times for jellycats! Service is brilliant and items sent quickly! Thankyou 🌟

Extremely quick delivery. I ordered yesterday evening and already got the item today! I'll be back

Love that they've got a maximum one per customer system for some jellycats which meant that I could get my hands on the coffee bean jellycat that was out of stock from the official jellycat website. Ordering plus delivery was a smooth and efficient process. Would definitely purchase from them again :D

The website was easy to use with good quality pictures and information on all available products. I received good communication after the purchase of expected delivery and actual delivery date and time.
The product was packaged very securely and the item was just as seen on the webpage.
Thank you for a great service.

I recently ordered a new release Jellycat from Grace Gentle. While the delivery was impressively quick, I found their customer service to be severely lacking.
Upon receiving the parcel, I noticed the packaging was completely open in the centre. When I took the item out of the box, I found numerous loose threads. Considering I paid £40 for this product, I was disappointed to receive something that appeared faulty. I submitted a query through their website and offered to provide photographs of the defects.
Shortly after, I received a disheartening email response. The team insisted that all products are thoroughly checked before dispatch and that none of their stock has loose threads, implying that the item I received couldn’t possibly be faulty. They then requested photos, which I promptly sent, including multiple images of the product’s defects and the state of the packaging.
The following day, I received yet another disappointing and unapologetic email. I was informed that I could return the product, which they would forward to Jellycat. Only IF Jellycat confirmed the fault would Grace Gentle ‘look to’ issuing a refund. Frustrated, I called in hopes of speaking to someone directly, only to be met with the irrelevant excuse that the business owner was abroad. I was advised to call again the next day, which I explained wasn’t possible with my schedule. Shockingly, I was then asked whether I believed I deserved a refund because I had sent images of the product. I reiterated that I was simply seeking advice regarding the loose threads and was eventually told the issue would be resolved by 5 PM.
Later that day, I received a phone call that repeated the same information from the email. I expressed my disappointment again, emphasising that as the customer, I felt I was doing all the work to resolve an issue with a product that had arrived faulty. I was told I could cut the threads myself and to contact them again if anything went wrong. However, just five minutes later, I received another call advising me not to cut the threads, as doing so could void any refund if the product became further damaged. I also asked whether the delivery charge could be refunded as a goodwill gesture, but this was flatly refused.
The first and only apology I received came after I stated how disappointed I was and mentioned that I would be leaving a review. That, in itself, says a lot.

Edit:
Thank you for your response, in which you double down again with no remorse or apologies.

As I stated in my original contact to yourself I clearly asked what advice you had in order to rectify to loose threads or whether I would need to contact Jellycat Directly.
Secondly, when I was asked if I wanted a refund after sending the images, I clearly said no and that I was looking for advice. This was also noted in my review.

Never at one point had your team offered to cover the cost of return, you merely told me to send the product back to the store where the possibility of a refund would be down to whether Jellycat confirm the obvious defects.
With the product now being out of stock on your store I would also have to order from jellycat, which has higher postage fees to receive the product in time.... hence out of pocket.

I may also add it is strange that a business is responding to a review like this, it is showing your customer service skills for me. Also I am so sorry that I rounded £38.95 to £40...

So yes a 1* review is completely justified as shown from your once again unapologetic and accusatory response.

Absolutely love this shop! Carefully packaged and always quick delivery
Absolutely love my jellycats from you 💕 highly recommend you