The Lovely Keepsake Company Avis 

The product I was sent was of very poor quality, nothing like on the website. The customer service team was really unhelpful at replacing the item too. I would not recommend this company

A lovely company to buy keep sakes from, my order came very quickly and I was so happy with my memory box so well made and beautifully done.
The staff are very good they made my box actually how I wanted it to be.

I sadly lost my beautiful dog Charlie at the age of 18.5. I miss him terribly however The Lovely Keepsake Company made me a beautiful photographic memory box. It is very well made and I will treasure it forever. Thank you.

Absolutely thrilled with my purchase. Delivery was super quick. Would highly recommend this company. I purchased a beautiful memory box and the quality and finish is excellent. Thank you The Lovely Keepsake Company!

Perfect gift, excellent quality

Order received quickly via royal mail and were well packed. The items ordered were exactly as seen beautiful quality and personalised extremely pleased with goods purchased highly recommended

Delivered in good time and packaged up well.

The item I received did not match the product shown on the website in terms of quality, finish, or construction. The backing board was incorrectly cut and could not be removed without force, making the frame difficult and unsafe to use.

I also paid extra for gift wrapping, which was not provided at all — the item arrived wrapped only in standard bubble wrap.

What made this experience significantly worse was the handling of my complaint by Helen Davies, the business owner. Her responses were dismissive and patronising, repeatedly implying that the issue was simply my perception rather than a genuine product fault.

Despite providing clear photographs, detailed explanations, and later a video, I was continually asked for more evidence and ultimately refused a refund outright.

During this correspondence, I was explicitly told — in her exact words — “Should you wish to pursue your card provider for a resolution we will be strongly contesting the matter.” This was written directly to me and formed part of the response to my complaint

Rather than focusing on resolving a legitimate customer concern, the tone of the correspondence felt defensive and arrogant, with a constant insistence that the product was “as described” while ignoring clear functional and quality issues.

I strongly believe the company should accurately represent what they are selling by showing real images of the actual frame customers receive, not idealised or misleading photos. The frame I received was rough, poorly finished, with visible splintering and uneven edges, clearly demonstrating poor quality, which is not evident from the images used in the listing.

To add to the disappointment, frames of similar quality are widely available for around £6 at high-street craft retailers, making the £40 price paid completely unjustified for the product received.

Personalised items should still meet basic quality and usability standards and reflect how they are marketed.

Based on both the poor product quality and the unprofessional, dismissive customer service, I would not recommend this company.

Amazing products
I had two pieces made for my dogs that passed away. Beautifully done thanks

I am so delighted with my memory box, it was so beautifully made, so much better than I could ever have imagined.

Beautiful wee bear,so soft
Having the heart for ashes is a luvly idea

I bought the feather balls for my friends family who lost there Mammy
They loved them
My sister n law lost her Father and bought the ladies in immediate family the beautiful angels with feathers , loving both of them as everybody else did , be keeping a close eye on the app now

I received my beautiful memory box today, only three days after placing my order. It is exquisite. It is perfect. It is exactly what I needed. Thankyou so much for a brilliant item and for the super fast delivery. I will cherish it, and it is a very fitting tribute to my wonderful husband.

Excellent service.
The items I ordered were fab and really well packaged and arrived in plenty of time for Christmas.
Thankyou

I ordered a memory box ,there was a slight problem .customer service is 5 star .everything was put right . Thankyou I love it .

I got a plaque for my fathers grave and the delivery was so fast and it’s so lovely I am truly made up with it will be ordering more bits from here

2nd Cushion bought very minor problem with it, emailed the company and received a reply straight away. Louise dealt with it and was first class, she arranged for replacement and it was delivered within couple days.
thank you

Great products, great service.

A last minute change of address was no trouble and the gift arrived beautifully.

I wanted to change the personalisation on the large botanical wedding box as I didn’t like the one in the picture.
Louise at customer services was an absolute star in making sure my order was amended to what I wanted.
The box arrived well packaged and protected and looks amazing. Can’t wait to give it to my son and his future wife