DGStoreUKAvis 

Réponse de DGStoreUK

25 sept. 2025

Thank you for your feedback. We have reviewed your account activity and internal logs and would like to address your statements with precise facts, our policy, and the remedy we offered.

1) Order timeline and dispatch

Order #17950 placed: 13 September 2025 (Friday).

Reason for delay: the line Golden Red Rose Buds was temporarily awaiting restock. We chose to hold and ship complete rather than split by default (see Point 3 on policy).

Our response: we replied on 19 September 2025 after discovering your emails had been misrouted to the spam folder; we apologised and added an extra 50 g of Golden Red Rose Buds free of charge as a goodwill gesture.

Dispatch: queued and handed over on 23 September 2025 (Monday), the first working day after the item returned to stock and your parcel was finalised.

2) “No response / non-existent customer service”

We acknowledge and regret that your messages were routed to spam; this is not typical and we have since adjusted filters.

We did respond on the same day (19 September) we found the messages, explained the hold, confirmed dispatch plans, and added the free item you asked about.

We do not offer phone support or social-media support; our official channel is email (published on site). Social platforms are not continuously monitored and are not a substitute for our ticketed inbox.

3) What our shipping policy actually says

Our policy is 1–2 working days dispatch for in-stock items.

When a line is temporarily out of stock, we either (a) hold to ship complete or (b) split ship on request. For business buyers placing frequent orders we can flag the account for automatic split-shipping preference.

Your delay stemmed from a single out-of-stock line you explicitly wanted to add more of. We explained this on 19 September and proceeded with the free extra.

4) “Nine–ten days to dispatch / second order not shipped”

For #17950: placed 13 Sep → dispatched 23 Sep (includes two weekends; working-day count is shorter). The cause and remedy were documented above.

Regarding a previous order mentioned in your review: we cannot discuss other orders publicly and we do not see another order under the same email. If a prior order was placed under a different email, please share the order number and email via support so we can review and clarify the timeline with equal precision.

5) “No telephone number / can’t contact on social media”

Correct: we operate email-only support, which ensures traceability, batch look-ups, and audit trails. This is stated on our site.

We will continue to refine our autoresponders and spam rules to prevent misrouting and to acknowledge receipt immediately even during busy periods.

6) “They’re cleverly hiding poor reviews”

We do not hide reviews. Trustpilot moderates content under its own rules. We welcome fair feedback and respond publicly when we believe facts require clarification.

7) Annual leave and continuity

We were on scheduled annual leave 19 September–1 October 2025. Despite this, we prioritised your case, replied on 19 September, confirmed the dispatch plan, and added the free product to make up for the inconvenience. Any brief gaps in communication were due solely to this leave period—not a lack of willingness to resolve the matter.

8) Resolution and next steps

We have already dispatched #17950 and included 50 g Golden Red Rose Buds free of charge.

If you would like us to enable split-shipping by default and flag your account as trade priority, email us and we will set it up.

If you believe another order was mishandled, please provide the order number/email and we will audit it and respond with dates, scans, and outcomes.

We stand by the quality of our products and by the facts above. We also recognise that delays—especially for business buyers—are frustrating. We have taken steps to prevent spam misrouting and will gladly configure your account for faster, split dispatches going forward.

Thank you for the opportunity to clarify the record.

Réponse de DGStoreUK

25 sept. 2025

Dear Customer,

Thank you for your review dated 9 August 2025. We’ve checked the consignment you referenced (Royal Mail Tracked 48™ OF823954435GB) and, according to Royal Mail, it was delivered to Safeplace on 18 August 2025 at 11:43 via Livingston DO, with a card left at the address specifying the Safeplace location. This means your review predates the stated despatch (15 August) and delivery (18 August) events. If your comment concerns a different order, please share that order number and email so we can verify the timeline with the same precision.

Réponse de DGStoreUK

13 oct. 2025

Dear Reviewer,

Thank you for your message. We have investigated the shipment you refer to (Royal Mail Tracked 48™: OF823951916GB) and set out the verified facts below.

What Royal Mail shows
12 Jun 2025 – Sender has despatched item.
13 Jun 2025 – Item received (Midlands Super Hub → Tyneside MC).
14 Jun 2025, 10:32 – Delivered to Safeplace by Stockton-on-Tees DO. Royal Mail captured proof-of-delivery (photo) and a GPS-stamped location (on file).

18–19 Jun 2025 – System notes “Refused – Returned to Sender.” Despite those scans, no return ever reached us; this is consistent with a prior completed delivery to Safeplace on 14 June. The photo Royal Mail shared matches Safeplace delivery, not a returned parcel.

Why “items returned and ignored for 3 weeks” is inaccurate

We did not receive any returned goods for this consignment. Under our policy (and the Consumer Rights Act process), a refund is issued upon receipt of a bona fide return.

Your review states you were “ignored”; we have no record of an email thread concluding with a confirmed return receipt or return arrival scan. If you have message IDs or screenshots, please forward them so we can audit our mail gateway and spam logs.

Important: chargeback status

We understand you also raised a claim with your card issuer. Our records indicate the issuer refunded you, while Royal Mail evidence (photo + GPS) shows the goods were delivered to your Safeplace and not returned. In effect, you currently hold both the goods and the funds. We are ready to provide Royal Mail’s proof-of-delivery and full scan history to the acquiring bank if required.


We take delivery and refund matters seriously and rely on carrier-verified evidence to act fairly. Please contact DGStoreUK@gmail.com
with your preferred option so we can close this out promptly and transparently.

Réponse de DGStoreUK

13 oct. 2025

Dear Mary,

Thank you for your message — and for your kind words about our store and products.

Just to clarify, during the time you contacted us we were away on annual leave, which was noted in our shop announcements. However, we’ve since responded to your emails and followed up accordingly.

If there’s anything still unresolved or if you haven’t seen our reply, please feel free to check your spam folder or let us know here - we’ll be happy to resend it.

Réponse de DGStoreUK

25 sept. 2025

Dear Reviewer,

Thank you for your message. We’ve searched our order system and support mailbox by name, date (16 June), amount ranges, postcode and email fragments but we cannot find any order or email thread that matches your review. To investigate properly and resolve this, please email us with the subject “TRUSTPILOT – ORDER NOT FOUND (16 June)” and include:

Order number (from your confirmation email) and full name used at checkout

Email address used to place the order (if different from the one on Trustpilot)

Payment details to trace: method (card/PayPal), last 4 digits of the card or PayPal Transaction ID, charge date/time, amount and the merchant descriptor shown on your statement (e.g., “SHOPIFY * DGSTOREUK”); a redacted screenshot is sufficient

Delivery address you entered at checkout

Copies of the 4 emails you say you sent (or screenshots with timestamps/message-IDs)

Send to DGStoreUK@gmail.com
(official channel). We’ll also cross-check sales@dgstoreuk.com
in case of misrouting.

What we will do next

If a paid order exists and has not shipped: we’ll ship immediately or refund in full, as you prefer.

If a payment was captured but an order was not created due to a technical issue: we’ll refund immediately and confirm in writing.

If the payment on your statement is not ours (different merchant descriptor): we’ll point you to the correct merchant and your bank for a chargeback.

If your emails were misrouted (spam/bounce), we’ll share the root cause and update our filters.

We take non-delivery claims seriously, but we need the verifiable details above to act. If we don’t receive them, we will ask Trustpilot to verify the experience (proof of purchase) so we can proceed on facts and resolve this properly.

Réponse de DGStoreUK

25 sept. 2025

Dear Gerard,

Thank you for your review and for quoting reference #17747. We have checked the carrier record and can confirm:

Royal Mail tracking: 32056112400066BE403B0

Delivery: 01-07-2025, 11:52 by Didcot DO (GPS: 51.6013304 N, −1.2589953 W)

Status: Delivered