Thank you for taking the time to leave your feedback. We’re genuinely sorry to hear you're not 100% satisfied.

Having reviewed your order, we could not offer a full refund as you received the correct item as per your online order.

I’d like to clarify a couple of key points. The item supplied was produced exactly in line with the specifications selected on the product page. The “16pp booklet” option refers to 16 printed pages (sides), which is standard terminology within the print industry when referring to booklets, so we can not understand how you expected to receive a 44 page booklet when you selected 16pp?

In addition you told us you expected a thicker cover but your order was with the cover option “same cover”. This means the cover is printed on the same stock as the internal pages, rather than a thicker cover. There is an option for a thicker cover which is clearly labeled 'Thicker Cover 250gsm' but you did not select that option.

That said, we do take your comments about the website clarity seriously. If any part of the ordering process felt unclear, that’s something we need to improve, and your feedback is valuable in helping us do that.

If you would be open to it, we would welcome the opportunity to discuss this further and see if we can restore your confidence in us. We've emailed you direct with a gesture of good will offering you a healthy discount should you wish to place a new order with correct specifications next time.