Jessemade UK

Response from Jessemade: We are sorry that you are unhappy with the outcome, but we do need to correct several points in this review, as it does not accurately reflect what happened. First, the keyring was produced exactly according to the customization submitted with the order. The order clearly states Style 6 (⑥) for Elijah, and Style 6 is the female figure shown in the product illustrations. This was not a production mistake, a substitution, or a figure accidentally changed by our team. Second, a personalised order confirmation with the product preview was provided. We appreciate that you later found the image difficult to enlarge and read clearly on your device. However, difficulty viewing an image does not mean that the wrong style was produced. The relevant style was selected and submitted when the order was placed, and that is exactly what our production team followed. Most importantly, the statement that we offered a replacement “conditional only if” you left a positive Trustpilot review is simply not correct. At no point was a positive review a condition for receiving assistance. We explicitly explained that reviews and order handling are entirely separate. We have spent considerable time checking the order, the submitted customization and the production details precisely because we wanted to establish whether there had been an error on our side. Had we found that we had produced the wrong figure, we would have acknowledged it. In this case, however, the records clearly show that the item produced corresponds to the style selected by the customer. We respect your right to leave a review, but we also believe future customers deserve to see the full picture: the product was made according to the customization submitted; the style information was provided; and the allegation that a positive Trustpilot review was demanded in exchange for a replacement is untrue. We understand that the situation is disappointing when the selected option is not the option you later wished you had chosen. However, that does not make the production incorrect, nor does difficulty reading a small image after the order was placed change the customization that was submitted. We believe it is important to distinguish between an item being made incorrectly and an item being made exactly as ordered but later not matching the customer's expectation.