Maryshortle Omdömen 22

Avoid this shop at all costs! They will make up any excuse to not issue a refund! I’ve reported to Klarna. The rude gentleman “Inspector Shortle I was told” asked me “What my beef was!” How rude!!! Tried to intimidate me, over heard by my 26 year old daughter who was so shocked. They made out there was an odour on a Jellycat returned within the 14 working days yet it had never been near food or handled!! It was kept for my daughter after her holiday in the Mary Shortle packaging…… return delivery was after lunch? Made By Royal Mail (food contamination maybe) plus Their 10 year old daughter is shown on Instagram & Facebook handling all the jellycats etc it’s hypocrisy……. They have returned the jellycat to me as they said it is unsaleable??….. utter nonsense Avoid , not friendly at all as portrayed on videos!!! I’m now left with an item unwanted that’s due to come back to me in the next few days apparently! I’m still awaiting the returned item? At the moment I don’t have a refund or the item I paid for ……. “Update” 19th Feb I have the item back , guess what No odour just a new smell? So a family member will take this off my hands as I can not keep returning when they just refuse refunds by making up reasons ….Beware!

What a disappointment. Visited this shop before Christmas after watching the videos of their services. Sadly the smiley pleasant lady in the videos had had a personality change. She was rude and lacking in any customer care. The tall elderly gentleman followed me in the shop so closely I can only imagine he thought I was going to steal something. A most uncomfortable visit. I will not be returning. I cannot remember the actual date I visited so put 3 December

Another fantastic visit to this wonderful shop. As Charlie Bear lovers we wanted a very large bear for the bottom of our stairs and Mary's dad assisted us. He was so helpful and nothing was a problem - even rearranging the shop so we could get an idea of a very large bear in our house!
We had a lovely chat with Mary and the other staff member and everyone was so lovely.
Thank you all for your help and time and we are so pleased with our new friend "Footsteps".
Highly recommend and can't wait to return.

What a great experience ordering from Mary Shortle. I had seen a lovely Charlie Bear and enquired as to whether it was still available. There was also a shop prop that was enticing at the price offered. I asked of the items were available and received a quick response to say they were. A secure payment link was sent and within days the parcel arrived. The items were packaged extremely well and I was delighted with them. Thank you!

Well worth travelling to. What a lovely little shop a treasure trove for collectors of dolls/teddies . Personalised touch, Best treatment , selection, knowledge and quality i have found. All round fantastic service and value for money.

Lovely family run small business that are becoming harder to find on the high street.
Customer service is outstanding, sometimes I have had to wait outside as the shop only holds a small number of people. (Completely understandable as it gives you more space to browse) But once inside it’s worth waiting for. The shop is crammed full of bears and dolls for every budget. I appreciate why the system is in place so you get a proper opportunity to browse and take in the experience . You get knowledgeable staff on hand to answer questions, what feels like a VIP treatment and it’s well worth a few moments outside for (usually only on busy Saturdays). Any questions are answered in a none pushy way nothing is too much trouble. Victoria has a clear passion and vast knowledge on all artists/ makers involved in the sculpts, creations. Im treated the same regardless of budget. It’s all about the experience and memories.

Recently my daughter went in for a special Christmas treat ( very nervous about it) and Victoria couldn’t of helped more getting different dolls of the shelves for her to hold showing various options on head , body and weight until she found what my daughter was delighted with. This wasn’t a quick visit as you can imagine. Patients shown throughout and described in a way my daughter could understand. I was shocked just how much effort went into finding the prefect doll for her when she could have quite easily been happy with the first one shown. But that extra care made a huge difference and I’m sure a lasting impression. She came home grinning and looking forward to receiving her gift. But that experience was priceless and something I’m sure my daughter will remember.
The personalised touch is missing in so many places now you will not be disappointed.

Ordered a top and trousers set which never arrived
I've emailed 3 times only to be told it was delivered and to look for it. It was NOT delivered to me . They have now offered me a 30% refund which I don't see why I should accept. I want either a full refund or the items I ordered. What a rip off

I have absolutely no idea why there are people leaving negative reviews for this stunning shop!! My experience has been really positive and the staff was so nice, polite, understanding and generous. The owner made me feel welcome and I felt free to take my time to look at all the shop. I felt so overwhelmed I didn’t even know where to start to look from. They don’t rush you and they also let you touch the items but obviously you need to be sensible. It’s not a shop like others. They sell delicate items in there. They sell sublime reborn dolls, spanish dolls, Charlie Bears, Steiff, Jellycat, antiques and many more. Wow! The shop is gorgeous. It’s not those kind of shops that are minimalist and cold but it’s rich and all well organised and clean. It’s like a beautiful museum experience I can’t find in other places. Very unique. You feel the warmth when you are in there. There is also a big area behind a big window glass (it’s like a room itself) where you have all the antique dolls. It’s really mind blowing. If you like dolls and teddy bears as much as I do this is pure heaven. You have to ring the bell to enter and I totally understand why, as certain people can be rough, I’m sure you will have those clients who think they can do what they want and it becomes unacceptable. I was there with my family but I left my 3 years old out from the shop as she would have just touched all and this place is not Tesco!! The man invited me to bring her in but I just declined as I know how young children can be. If you are a sensible person people treat you in a sensible way. I got a beautiful Charlie Bear and at the end of the day I went back to buy a stunning spanish doll Nines d’Onil. When I asked the lovely man how much a little dummy was, he said to me I could have it for free and when I was out the shop organising my bags, he came out to give me even another dummy saying that would have probably fit better. So generous and thoughtful. I got few dolls from this shop in the past, as they have a site where you can buy them on line and also the Facebook page where you have incredible sales with interesting prices. On Facebook you can buy contacting them through Messenger and you can pay using SumUp (extremely safe and trustworthy) and the shipping is very fast too. But this experience will never be so satisfying like visiting the shop itself. The budget is for everyone as you can find extremely expensive item but also great deals with accessible prices for people who can’t afford to spend a big amount of money. They also offer layaway plans. So this shop offer you great opportunities too. Don’t miss this opportunity and don’t trust the negative reviews as it’s a very nice shop and the staff is lovely too. Thank you for this magic experience.

Shocking customer service over a missing £40 item ignoring and deleting Facebook messages being sent to their Facebook page ignoring emails, refusing to accept responsibility for my item which were a Xmas gift for my daughter, quick enough to take my money but don't want to know when they failed to send the item and have refused to provide any postage details of the delivery company they use or refund or replace my item, Do Not Buy from this company

I have just had my doll delivered and I'm absolutely amazed by her...her little hands and feet are so realistic I'm blown away..super quick delivery and she came all packed beautifully,i bought my daughter it for Christmas but I can definitely see why people collect these dolls they're truly works of art.i know ill definitely be buying from here again just an overall brilliant experience buying from Mary shortle

Absolutely disgusting behaviour from a large male, possible owner who basically kicked us out if the shop. We took our mentally and physically disabled auntie who was never blessed with a child despite always wanting one. After receiving a large inheritance from my grandfather she thought she would treat herself. Nope. The extremely rude man locked the door once we left. I would never buy a single thing from here.

I absolutely adore this shop. I am a collector and like all different types of dolls. I always use Mary Shortle for their amazing choice of quality products and their wonderful customer service. Have only visited once but have kept in touch with Victoria and her Mum over the last few years. They are lovely people.

Please see Google Review Thread Below

ONE STAR TOO MANY!

Appalling customer service, of 3 people I spoke with I was presented with confrontational and unprofessional behaviour.

After having placed an order and not being delivery within the specified timescale of 5-7 days after order completion email I decided to contact Mary Shortle.

On first contact a gentleman answered. He was completely unable to assist me, he advised that he did not deal with orders or delivery’s and to contact Stephanie another day.

Having spoken with Stephanie the next day, she tried to explain that my order had not been fulfilled due to choice of eye colour, however I was never provided a choice of eye colour until the moment I called to complain that I had not received my order. To add to this point, there was no option to select and the product did not state I would be provided an option. This for me came across as an excuse that my order had been overlooked. A simple apology would have sufficed.

Unfortunately I felt Stephanie came across confrontational, her best effort to correct the situation was by encouraging me to accept a refund after having been informed it was an intended birthday gift.

I declined the refund yet made Stephanie aware of my concerns. I reiterated the item was intended to be a birthday gift and that time was of the essence.

Stephanie stated that she could dispatch my order for a reborn with brown eyes or I would have to continue to wait for them to send one with blue eyes. (Again I was not presented an option, nobody called. I wouldn’t have known if it was supposed to have blue or brown eyes, her point was irrelevant.)

Anyhow, I agreed with Stephanie to discuss eye colour with the birthday girl and call her in 5 minutes.

5 minutes later I called back and spoke to another person to confirm that eye colour posed no issue and to dispatch the item available. She informed me that within those 5 minutes Stephanie took it upon herself to contact their office and cancel my order.

My experience has been far from acceptable or professional. I still do not have a product or a solution.

Thank you Stephanie, you broke a 8 year olds heart today.

RESPONSE TO OWNER REPLY

I appreciate your response reply on Google, it’s unfortunate you weren’t forthcoming with your communication skills during my order experience.

##### RESPONSE FROM OWNER####
Thank you Aaron for your review we were expecting this after the despicable behaviour from yourself, and threatening promises towards our staff and business. We do not accept any kind of threatening behaviour verbally or on emails and therefore felt it was in everybody’s best interest to refund your order.
Contrary to emails received from you today stating you will be placing more orders, We will not be fulfilling any orders placed by yourself or associates
on our website. We would not want our beautiful handmade dolls to witness or suffer such behaviour of what you intended to do with the doll if received. Thank you
######

Despicable behaviour, please future customers, allow me to outline that what is being described as despicable.

I called for an update, I outlined that they hadn’t fulfilled my order within timescale, when I was presented with excuses I outlined my disappointment.

There was no threatening behaviour, I can only imagine my threatening behaviour was by replying to the refund confirmation email that I intended to leave a review based on my experience.

You had refunded my order prior to any email correspondence.

I did state that it is my intention to make another purchase as I have an 8 year old child whose birthday is up and coming who should not have her hopes ruined by an oversight.

Please outline what you believe my intentions are, that seems more of an accusation.

It is to my belief, Mary Shortle is displaying discriminative behaviour.

My conscious is clear. My intentions are to buy a birthday gift.

Shame on you Mary Shortle

I have ordered twice from this wonderful shop . The choice of dolls is unbelievable and prices to suit all budgets . The dolls came beautifully packaged and delivery was super quick . My next purchase will be a visit to the shop . I can’t wait

Arrogant attitude and racist towards people of color.

I have had a horrible online shopping experience with this store. Talking to the staff at this store is like being humiliated by them. They block customers on Instagram, delete comments on Youtube, and cancel orders for ridiculous reasons. They are racist (at least to me) and snobbish and treat customers differently.

I have been to this shop 3 times throughout December. On each occasion made various purchases. Today i wanted to exchange an item , granted i had no receipt. I hoped they would be happy to exchange or maybe offer a credit note. My goodness was i wrong. The woman in the shop definately remembered me, i had spent time spending previously in the shop. However she was extremely abrupt, and very unreasonable. I told her the attitude she had was not good customer service. She then opened the shop door, and said "chao "??. What an awful women, happy to take your money , but not happy at all to be helpful should there be a problem. That shop does not deserve your money. Please shop elsewhere, with a business that will appreciate your custom.

Horrible attitude towards costumer.
My wife and little 2 yr old tried to purchase something for Xmas
Confronted by rude shop keeper.
Just noticed on Google reviews that it's looks like the owner has issues with people from ethnic minorities group.

I went into the lovely shop to look around the woman running the shop wasn’t at all helpful and was rude she should have been so proud of her shop being enthusiastic to show me around but that was not the reception I had it was like I should have left it was a shame as I would have spent some money in there not good customer service

Just received my order beautiful dolls for my grandaughter s can't wait to see their faces quick delivery very good service definitely recommend

I ordered a reborn doll for my granddaughter & was not happy as to how it was packed - in a box not relavent to the company & way too large with no support for the doll & looked like was dropped inside, I immediately emailed the company - explained all this & how the hair ‘messed’ up in transit , received a reply from lily who was extremely helpful & apologised , she also sent a conditioning spray & brush/comb set FOC to correct the hair , no hassle no questions - resolved in less then a week, A*,

Amazing service.
I sent a customer service email to ask product advise on a Sunday evening and had a email answering as much as they could from home less than 2 hours later. My impatient daughter decided she wanted me to online order the items, which we did, the website on occasions was quite clunky to navigate around, but clearly not to hard as I placed me order.
The following day I had a phone call from the shop as they needed to dress my daughters doll in a different outfit, the lady checked I was happy with this and still wanted to proceed. Thought that was really kind as the webiste says outfits can vary. Really good customer service!
The order then arrived the next day! Yes the next day by DPD local.
All beautifully packaged as described and in lovely condition. You made my daughters day! I would indeed use again and again!