Goods never arrived, there was no guidance at point of sale on how long delivery took. When I checked it said ‘out for delivery’. 11 weeks later nothing arrived, no photo confirming delivery. I contac... See more
Company replied
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See what reviewers are saying
Choice of customized images and colour's for the mug helped make the mug representative of our dog and his mom.
Had ordered for the first time and the mug had been delivered to my bestie for her birthday but arrived damaged no bubble wrap for protection . Tried to make contact but no response . My bestie’s birt... See more
Company replied
Super customer service from Maxwell Sterling, he noticed a wee issue with my order that was my own fault, but recognising that it didn't seem quite right he emailed me saying what he'd spotted and did... See more
Company replied
Company details
Written by the company
Welcome to Muggby, your premier destination for personalised mugs and unique gift ideas in the UK! At Muggby.co.uk, we specialise in creating high-quality, customisable ceramic mugs perfect for any occasion, whether it's a cosy morning coffee, a soothing hot chocolate, or any hot beverage you cherish. Our mugs, proudly made in the United Kingdom, feature glossy white exteriors with colourful rims, insides, and handles, making each sip a visually delightful experience. Our commitment to excellence is reflected not only in the vibrant and durable prints of our mugs but also in their practicality – every mug we offer is both dishwasher and microwave safe. We've conducted rigorous product safety tests through independent third-party laboratories to ensure the highest standards for you and your loved ones. At Muggby, we believe that every mug tells a story. Whether it's a gift for a best friend, a token of appreciation for colleagues, or a personal treat, our mugs serve as a canvas for your expressions and emotions. Our product range extends beyond mugs to include other personalised items, all designed with the same attention to detail and quality. Discover why customers across the UK choose Muggby for their personalised gifting needs. Our Trustpilot profile is a testament to our dedication to customer satisfaction and quality. Join our community and make your moments memorable with Muggby – where your imagination brews to life.
Contact info
71-75 Shelton Street Covent Garden, WC2H 9JQ, London, United Kingdom
- contact@muggby.co.uk
- muggby.co.uk
4.1
Great
80 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 60% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Communication is none existent with…
Communication is none existent with this company. I checked on the progress of my order, to read that it had been delivered. It hadn’t, I emailed the company, no reply. I emailed twice more asking for an update on my order, SILENCE! Poor, poor customer service.
I did eventually receive my order, which I am pleased with. Hence my 3stars, otherwise it would have been lower.
27 April 2024
Reply from Muggby
Dear Customer,
Thank you for your feedback and for bringing this issue to our attention. We sincerely apologize for the communication difficulties you experienced. Customer service is a top priority for us, and it concerns us greatly that you did not receive the prompt and attentive service we strive to provide.
We have checked our records and unfortunately, we found no emails from the address kay......@hotmail.co.uk in our system. Could you please confirm that you contacted us at contact@muggby.co.uk? If there was an error or miscommunication, we are eager to resolve it.
We're pleased to hear that you were satisfied with your order upon its arrival, but we understand that the service experience did not meet your expectations. We are committed to improving and ensuring that our customers receive timely and helpful responses.
Thank you once again for your feedback. It is crucial for us to hear about your experiences so we can make necessary improvements.
Warm regards,
Maxwell Sterling
Customer Service Manager | Muggby
The writing is not good.
The writing is not good, and unreadable. I took a photo and sent you an email telling you so. And I asked can you please do again. Its a gift for my son whose dog has been killed ny a pack of dogs 2 weeks ago and he's in peices. I wanted to give him the mug for his birthday last week. I can't give him it, because the writing isn't properly visible too close together and faded on his name and doesn't look very nice. I have one and mine is perfect but this one isn't and is still in the box on the side and is only fit for the bin. Please could someone get back to me.
27 April 2024
Reply from Muggby
Dear Customer,
Thank you for sharing your feedback, and I am very sorry to hear about the issues you've experienced with the writing on the mug. It is our goal to provide products that meet our high standards of quality, and it's clear we fell short in this instance.
We have searched our system and, unfortunately, we were unable to find any emails from your address regarding this issue. Could you please confirm if you reached out to us at contact@muggby.co.uk? We are eager to address and rectify this matter as soon as possible.
We have also sent you an email to follow up directly and discuss a satisfactory solution. We are committed to ensuring your complete satisfaction and would like to replace the mug with a correctly made version at no additional cost to you.
We appreciate your patience and look forward to resolving this promptly.
Warm regards,
Maxwell Sterling
Customer Service Manager | Muggby
Wouldn’t buy agin
Product lovely,
Customer Service not responding back to an enquiry is not very good so hence the 1 star
26 April 2024
Reply from Muggby
Dear Customer,
Thank you for your feedback, and I'm sorry to hear that you experienced difficulties in reaching our customer service team. We aim to respond promptly to all inquiries and are concerned that you did not receive the level of service we strive to provide.
We have checked our system and unfortunately, we do not have any record of an email from your address. Could you please confirm if you contacted us via contact@muggby.co.uk? We are eager to address any issues you might have and ensure your complete satisfaction.
Please let us know how we can assist you further or resolve any outstanding concerns. Your satisfaction is our top priority, and we are here to help.
Thank you for bringing this to our attention, and we look forward to hearing from you soon.
Warm regards,
Maxwell Sterling
Customer Service Manager | Muggby
Disappointed
My order is delayed and still not been delivered. It’s too late now as person has left who it was for.
25 April 2024
Reply from Muggby
Dear Customer,
I am truly sorry to hear about the delay in the delivery of your order and the disappointment this has caused. We understand how important timely delivery is, especially when the order is meant as a gift.
Please be assured that once an order leaves our facility, we rely on our delivery partners to ensure timely delivery. It appears there was an unforeseen delay with our courier, Evri, as indicated in the tracking updates. We are actively working with them to understand the cause of this delay and to prevent such issues in the future.
We value your satisfaction and would appreciate the opportunity to discuss this further with you. Please feel free to contact us directly, and we will do our best to resolve any outstanding issues to your satisfaction.
Thank you for your understanding and patience.
Best regards,
Maxwell Sterling
Customer Service Manager | Muggby
Happy
Very happy with the product and a very lovely surprise to get another one for free.
29 March 2024
Reply from Muggby
Thank you so much for your positive review! We're thrilled to hear that you're happy with your product and enjoyed the surprise of receiving an additional one for free. It's our pleasure to delight our customers, and feedback like yours truly makes our day. We look forward to serving you again with more pleasant surprises and top-quality products. Thanks for choosing Muggby!
The print is fantastic however the mug…
The print is fantastic however the mug cracked right through the print on its second use and now leaks and no longer functional
28 March 2024
Reply from Muggby
Dear Tina,
Thank you for your feedback, and I’m sorry to hear about your experience with our mug. We appreciate you sharing your concerns, and we take them seriously as they help us improve.
We understand the frustration of receiving a damaged product. As part of our commitment to customer satisfaction, we have already sent a replacement order. To assist you further, we would love to investigate this issue more deeply and ensure that both your mugs meet our quality standards.
Please reach out to us directly with photos of the damaged mug and any details about the packaging. This will help us address and prevent such issues in the future. We are here to resolve this to your satisfaction and hope we can turn this experience around.
Thank you for your patience and understanding.
Best regards,
Maxwell Sterling
Customer Service Manager | Muggby
Had ordered for the first time and the…
Had ordered for the first time and the mug had been delivered to my bestie for her birthday but arrived damaged no bubble wrap for protection . Tried to make contact but no response . My bestie’s birthday is fast approaching . Since receiving a response from Muggby my faith has now been restored and a replacement is in process Sorry have just heard from my bestie she didn’t receive the pressie 🥲
12 April 2024
Unprompted review
Reply from Muggby
Dear Customer,
Thank you for your feedback, and I am genuinely sorry to hear about the damaged mug and the inconvenience this has caused. We strive to ensure all our gifts reach their destinations safely, and it's disappointing to learn we didn't meet that standard on this occasion.
I want to assure you that we responded to your initial contact within 24 hours, despite it being over the weekend, as resolving your issue promptly is crucial to us. We had requested photos of the damaged mug to assist in our investigation, but it appears we have not yet received these.
Could you please check your inbox for our response, or reach out to us again at contact@muggby.co.uk? Once we receive the necessary photos, we will expedite a replacement order at no additional cost to you. We are here to help and ensure your gift experience turns out just as you hoped.
Thank you for your understanding and patience. We look forward to making this right.
Best regards,
Maxwell Sterling
Customer Service Manager | Muggby
📧 contact@muggby.co.uk
🌐 www.muggby.co.uk
"Crafting unique and personalised items, delivered swiftly. Your satisfaction is our priority."
Amazing
Loved my item grt price n grt value 4 mny will b ordering again soon thank u
10 April 2024
Unprompted review
Reply from Muggby
Thank you so much for your wonderful review! We're thrilled to hear that you loved your item and found great value in our products and pricing. We look forward to serving you again soon and hope to continue exceeding your expectations. Thank you for choosing Muggby, and we can't wait to see what you choose next!
Amazing Service
Amazing, fast and quick delivery. Good price and received an extra mug.
Just wish there was more options customise but honestly was incredible!!!!
5 April 2024
Unprompted review
Reply from Muggby
Thank you for your fantastic review! We're delighted to hear that you appreciated the quick delivery, good pricing, and the extra mug. Your feedback about wanting more customization options is invaluable, and we are continually looking to expand our product range to better meet our customers' needs. We're thrilled you had an incredible experience with us, and we look forward to serving you again soon with even more options to choose from!
Great Mug
Lovely personalised mug for my daughter, arrived on time and well packaged
3 April 2024
Unprompted review
Reply from Muggby
Thank you for taking the time to leave us such a lovely review! We're delighted to hear that the personalised mug for your daughter arrived on time and was well-packaged. It's our goal to ensure every gift is as special as the person receiving it. We hope your daughter enjoys her mug, and we look forward to creating more delightful items for you in the future!
Very happy with the personalised mug I…
Very happy with the personalised mug I bought. Will definitely use again
19 March 2024
Reply from Muggby
Thank you for your positive feedback! We're thrilled to hear that you're very happy with the personalised mug you purchased. We look forward to serving you again and hope to continue providing great products that meet your expectations. Thank you for choosing to shop with us, and see you soon!
Personalised Mugs To Admire
Delighted with my two mugs. I had been caused to query my order and the response was quick, precise and professional. Te mugs were received quickly and very carefully boxed.I would highly recommend this lovely product as a gift.
5 April 2024
Unprompted review
Reply from Muggby
Thank you so much for your wonderful review! We're delighted to hear that you were pleased with both the mugs and our customer service. It's great to know that your mugs arrived quickly and were well-packaged. We strive to provide a product that not only meets but exceeds expectations. Thank you for recommending us, and we look forward to the opportunity to serve you again with more lovely products for gifting or personal enjoyment!
5 star service ⭐
First time I shopped with Muggby and it was one of the best experiences I have had, very good customer service, fast delivery and products are 5 star ⭐ I will definitely be recommending this company to all my family and friends and also be ordering more for myself, they have so many products to choose from and are of a high standard but prices are very reasonable. Thank you for a wonderful service.
23 March 2024
Unprompted review
Reply from Muggby
Thank you so much for sharing your experience and for the glowing review! We're thrilled to hear that your first shopping experience with Muggby was a great one, marked by our customer service, fast delivery, and high-quality products. We strive to offer a wide variety of options at reasonable prices, and it's fantastic to know this was reflected in your visit. Thank you for recommending us to your family and friends—we truly appreciate it and can't wait to serve you again soon!
A beautiful mug
A beautiful mug, exactly what I wanted and the perfect gift for my best friend. Thank you
11 March 2024
Reply from Muggby
Thank you for your lovely review! We're so glad to hear that the mug was exactly what you wanted and made the perfect gift for your best friend. It's always our goal to create items that add a special touch to your moments. We look forward to crafting more beautiful gifts for you in the future. Thank you for choosing Muggby!
Excellent and easy to do
Easy to do and change it to suit me, fabulous idea and looks brilliant
27 March 2024
Reply from Muggby
Thank you so much for your positive review! We're thrilled to hear you found the process easy and that you could personalise it to suit your taste. It's wonderful to know that you're happy with the final product and think it looks brilliant. We strive to provide a fabulous experience for our customers, and your feedback is greatly appreciated. We hope to serve you again soon with more excellent and easy-to-customise items!
I ordered a personalised mug for my…
I ordered a personalised mug for my friends birthday,unfortunately the delivery company tried to deliver my order to the wrong house resulting in my order then becoming lost,after numerous emails with the delivery people and getting absolutely nowhere,I then contacted mugsby to inform them what had happened,they contacted the delivery company to rectify this keeping me informed throughout,I’m pleased to say my order was then delivered still in time for my friends birthday and it was exactly what I’d imagined it to be,if not better,my friend was thrilled with it,I can’t thank the company enough for their fantastic work and their help with my lost order that was no fault through them,would recommend this company and will definitely order again.
20 March 2024
Unprompted review
Reply from Muggby
Thank you so much for your wonderful feedback and recommendation! We're genuinely sorry about the initial delivery issue, but are delighted that we could resolve it promptly and still get your order delivered in time for your friend's birthday. Hearing that the mug was exactly as you imagined, if not better, and that your friend was thrilled with it, truly warms our hearts. Your appreciation for our efforts to assist you through the process means a lot to us. We look forward to having the opportunity to serve you again and are committed to providing fantastic products and support every time. Thank you for choosing Muggby, and we can't wait to create more special items for you in the future!
My order arrived broken
My order arrived broken , and I have emailed the email addresses provided to get in contact Haswell as filling out a contact form , and am still a waiting a response, which will be a week tomorrow.
15 March 2024
Reply from Muggby
Dear Kerri,
We are truly sorry to hear about the condition of your order upon arrival and the difficulties you've experienced in reaching us. We had an issue with our messaging system, but it has now been resolved. Please accept our sincerest apologies for this inconvenience. We are committed to rectifying this and will expedite the dispatch of a new order for you at the start of next week. We value your feedback and are keen to make this right. Thank you for bringing this matter to our attention, and we hope to resolve it to your complete satisfaction.
Best regards,
The Muggby Team
Beautiful mug
Easy to order , lots of choice, happy with the mug when it arrived, good quality.
I'd recommend.
14 March 2024
Reply from Muggby
Thank you for your positive feedback and recommendation! We're delighted to hear you found our ordering process easy and were satisfied with the variety of choices available. It's great to know the mug met your expectations in terms of both design and quality. We strive to offer a seamless experience and high-quality products to our customers, and your endorsement means a lot to us. We look forward to serving you again in the future and hope to continue impressing you with our offerings. Thank you for choosing Muggby!
I'm still waiting for the delivery from…
I'm still waiting for the delivery from evri. Contacted them several times but no response .
Problem resolved very quickly
11 March 2024
Reply from Muggby
Dear Kevin,
Thank you for bringing this to our attention. We sincerely apologize for the inconvenience caused by the delivery issue. We've looked into it and have arranged for a replacement order to be sent out to you this week. We're committed to ensuring your satisfaction and hope to resolve this to your full contentment. Please consider updating your review once you've received the replacement. Thank you for your understanding and patience.
Best regards,
Muggby Team
Don't ask so much
8 March 2024
Reply from Muggby
Thank you for the 5-star rating! We're thrilled to receive your positive feedback and will continue to work on making our process as straightforward as possible. Your support is much appreciated!
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