Outstanding customer service — truly above and beyond
I wanted to share a genuinely excellent customer service experience with Aspinal of London. I recently had an issue with an order placed for Mother’s Day, where a personalised item unfortunately failed quality control and was only flagged very late. Naturally, this was quite stressful given the timing. However, what followed completely changed the experience. Gaby from the customer care team handled everything with exceptional professionalism, warmth, and attention to detail. She took full ownership of the situation, communicated clearly and promptly, and went above and beyond to find a solution — including arranging thoughtful replacements and accommodating specific requests without hesitation. What really stood out was the care and consistency of her communication. At every stage, I felt listened to, understood, and genuinely looked after — which is exactly what you hope for from a brand like Aspinal. Issues can happen, but it’s how they are handled that defines a brand. In this case, the resolution and level of service were outstanding. Thank you again, Gaby — it really did make all the difference.