IMP & MAKER Omdömen 823

Saw the owner on Dragons Den who didn’t get an investment.
Decided to support a local business.
Ordered a hamper on October 19th 2025 for delivery on 22nd December 2025 for my friends 60th Birthday on 23rd December 2025.
2 Months lead time.
No communication after the initial order.
Order didn’t arrive on the 22nd or 23rd December.
Sent an email on 23rd which I got an automatic reply from on 24th blaming DPD & the Christmas rush which in my case not relevant as the order was placed in October.
Still no formal reply on December 24th from the email.
Tried the telephone all morning on 24th which was engaged.
After 3 hours I got through to the answer machine which advised me from the message to try an email or use the chat function on their Web Site.
Still no reply from the telephone message I left after 2 hours.
Now tried the Chat Function as advised so I typed a comprehensive chat on the 24th.
1 hour later no reply from that either.
The whole process is a disaster from the order not arriving for this 60th Birthday which will never happen again.
3 forms of Media used to contact them to try and get it resolved.
Media used Telephone, EMail & Chat,
Perhaps the Dragons were correct and it’s not a feasible workable business.
My advise is to use another company for this type of gifting.
All the Time the clock is clicking down to there closing for the day @ 14:00hrs because it’s Christmas Eve.
It’s now 13:30 so presume it’s no going to resolved maybe in the New Year

However on the 29th December the owner of Imp & Maker Sarah Louise Fairburn replied to my email who was horrified with the situation.

She explain that the new ordering system hand failed in the case of my order & a staff member who was manning the office on Christmas Eve had to go home because of a relative who had died in horrendous circumstances in a road accident at a very young age.

I was offered a full refund and another hamper was to be sent out on that day free of charge.

This all happened and on 30th December my friend had received his hamper which was of an old incredibly good standard of contents & presentation.

Sarah Louise Fairburn the owner has called me this afternoon 2/1/26 with her personal apology and offered me a hamper to which I declined as I thought I had been fully compensated already.

We were invited to visit the premises at anytime.

The visit to her distribution centre & factory on 5th Jan 2026 has been arranged.

I don’t think in my 70 plus years of shopping that Ihave ever felt that any feedback I have provided has been dealt with so professionally.

Unfortunately, the tomahawk hamper I ordered for my fiancé as a Christmas gift was not dispatched in time, despite booking a delivery date in advance for a carefully planned surprise. It means I have no present to give and left me having to make last-minute alternative arrangements for Christmas dinner. While the staff were pleasant when I called, no compensation or acceptable solution was offered for what was a very disappointing situation, leaving me with no choice but to cancel the order. I understand that issues can arise, but given the timing at Christmas, this was especially upsetting, and the lack of any corrective effort has made me unlikely to use this company again.

We have found that ordering a hamper for our son and his wife in England from New Zealand to be extremely easy.

Per my previous experience the recipient loved their Luxury afternoon tea and fizz hamper... I love the fabulously curated and quality contents of the hampers that I can choose from for friends and family ... and the customer service responsiveness is second to none.
Keep up the great work, team !

Such wonderful hampers and great service too. This is the selection of hampers I’ve been searching for. So pleased to have found Imp and Maker. Great company.

Both the Italian hamper and the Breakfast hampers were amazing, our family loved them as an early Xmas present !

Great service from an outstanding provider.

The company supplied two gift baskets for people who happened to live in N Ireland. Unfortunately, the website didn't make clear that certain items couldn't be delivered fresh there. They contacted me to offer replacement items of equal value and this was sorted quickly. The recipients were very happy. Would be 5 stars if the website had a little warning regarding delivery addresses in N Ireland.

I managed to send my gift about 300 miles from where it was supposed to be by one Mia types letter in the post code- they were AMAZING! Sorting it all out/ recalling the package/ sending out a new one - I cannot recommend enough

Great gift, communication and delivery A+

It was delivered on time

Most beautiful products, value for money and service is second to none. A big mistake I made was immediately rectified by the lovely Maria, despite being entirely my fault, she couldn’t have been more helpful. My friends were delighted with their gift and I will use IMP&MAKER again.

My dad was completely delighted with his breakfast hamper, and I can't thank the IMP & Maker team enough for such a fantastic gift!

Fabulous customer service, easy to contact and swift to respond.
Hamper was fantastic, excellent quality produce, really made for a brilliant birthday celebration - tomahawk steak was amazing!
First class experience, would definitely recommend to others and will definitely use again👌🏻👍🏻

They were available on the phone and extremely helpful with any queries. Products are good quality

I bought a hamper to send to a friend who needed spoiling. It was great to be able to add little extras to the main hamper (I chose Italian) like a bottle of fizz 😃
Easy to browse options and lots of choice, delivery was as agreed and my friend was thrilled to receive. Will defo use again

used twice now with no issues, recipients have enjoyed the hampers.

Simply Epic from start to finish.
Recipients are over the moon with their hamper.

Easy to order, next day delivery, fantastic choice of quality products. My brother loved it 😊

Excellent present and great service. Have used Imp and Maker numerous times now and always my go to for presents.