Hi Sorry to hear this! We sent your latest issue on the 12th of December 2022. We usually only ask customers to allow 8 working days at most for 2nd class post but due to current strikes, longer wait times are advised unfortunately.
Since you made your renewal in November, We could only send the latest issue in stock which was December.
I have emailed you too see if you'd prefer a resend or an extension of this missing issue.
Please do understand the strikes are out of our control at this time and we are doing everything to ensure customers get the service they wish for.
Thanks for your understanding, Ellie :)
“Took out a subscription to TV magazine only to find out it didn't cover Scotland so cancelled subscription, my request for a refund took a bit longer than usual due to the person dealing with it not putting my request through so will not be taking out any further subscriptions with this company.”
My apologies for this. My colleague Jessica no longer works here and the likelihood is in the effort to catch up with everything before leaving, the refund was missed which I have already apologised for. I picked this up and refunded you on the 21.11.22.
In regards to it not covering Scotland this is something we advise checking in before ordering. We are not publishers and have no control over content so in regards to the areas it covers, its best to always check in with us before placing the order.
Sorry if this caused any inconvenience but we did everything from our end to resolve your issue. Thanks a lot, Ellie :)
Sorry to hear this. We send these magazines every week as they are released. This means as part of your new sub we have sent 3 so far on the following dates in November 11th, 18th and the 25th. Due to the fact these are being delivered to Canada, it can take longer for delivery and at times if an issue is delayed in the system, which is out of our control, it may arrive at the same time as a more recent issue. We are aware this is weekly magazine which means you would like it within the on sale date and this is always what we aim for but we send them the fastest service we can offer, via priority air mail and it is up to the postal system to ensure they arrive with customers. We have little control over the time these arrive and can only do our best by sending them as soon as we get them into us and compensating for any missing issues and finding solutions.
We try our best to keep our service consistent but if there's any suggestions to help improve, we are open to this. Hope this clears things up for you and thanks for the feedback. Thanks, Ellie :)
“In the past I have always ordered from here. The delivery is always good. I usually don't even look at other sites. This time though the price seemed to have increased quite a bit on my usual magazine.
When I was ready to buy again I thought I'd check other sites for prices and was surprised to see that others were quite a bit cheaper. I wrote to unique magazines to tell them I was disappointed but have never received a reply. This was a disappointment as well. I'll not be ordering again. I realise this will not make any difference to their sales but if everyone realises this it will.”
Hi Sorry to hear this. I can confirm prices have increased in accordance with the increase of many things now, including the Royal Mail which is the service we send our magazines with. We are a business that must consider this and in order to provide our customers with amazing service and still make profit, means price increases are a necessity yet something that is difficult to action. We must consider the magazine cover price, postage (1st class for single issues), packaging and weight to ensure the cost is accurate.
Upon checking other online newsagents, our prices match and in some cases, are much lower than our competitors depending on the magazine itself.
I have checked our online system for queries and received nothing from the email attached to your account. Please feel free to email me personally ellie.purvis@uniquemagazines.co.uk if you need anything, where you will get a same day response if you send queries before 4pm.
Hopefully this helps and you can understand why this action has been taken. Thanks for the feedback and ordering with us in the past. Thanks, Ellie :)
Hi Heather, I am so sorry to hear this. We send our What's on TV magazines ever Tuesday with 1st class postage to ensure they get to you in time for the TV listings beginning the following Saturday. I know you spoke to Sarah earlier today to help resolve the problem. We have extended your sub by an issue to compensate and have spoke about further solutions if things continue the way they are currently.
Thanks so much for your understanding.
Thanks, Ellie😊
Hello, thank you for your review. I am sorry to hear that your magazine did not arrive. We always try to resend when a magazine does not arrive. However, due to stock limitations this is not always possible. Kind regards Sarah
“for 6 weeks we where verry happy, our tv-paper came on time and we had a full week of tv-programs. 3 weeks ago we had our paper on thursday , last week we had non so what happens this week we do not know. Some one els is in charge? Shame!”
Hi John, thank you for your review. I am sorry to hear no magazine has been received. The Royal Mail was on strike for part of the week and therefore I can assume there has been delays leaving England for Germany. Many apologies regarding this! - Jessica
“Wasn’t happy that two editions were received two days running. I would have thought someone had the common sense not to send out an old issue when the new one was clearly due.
Not clear on form where it states which issue you want to start from.
Disappointed as the order was for an elderly lady who would have looked forward to the issues arriving but not 2 at once.”
Hello, thank you for your review. I am sorry to hear your disappointment about receiving two issues close together. The order was set to begin with the current edition which was in stock. The new edition then arrived after this and was sent as part of the subscription. I have applied an extension to your order which means there are still 6 issues still to come in the subscription. I hope this helps turns your experience around. Kind Regards Sarah
Hello, thank you for your review. I am sorry that your TV magazine has not arrived on time as it should be. I can see that we have compensated your order for the missing issues already. Unfortunately the Royal Mail have had multiple strikes which has caused many delays within the postal system. Hopefully you will start to see a difference now the strikes are over. Kind Regards Sarah
Hi Michelle, thanks for your review. My apologies that you received the wrong book. I have looked through our inbox and at your order and cannot see that there was any contact from yourself. If this was the case, we would have tried our best to rectify the situation at the time. Many apologies - Jessica.
“Since I paid to receive Model Railway Journal I have received nothing. Very disappointing, I had always viewed this periodical as the very best of railway modelling. I have already emailed you concerning this matter but have again received no communication. Perhaps you can help in rectifying the situation. If not my ‘review’ would not be favourable. Regards, David Parker”
Hi David, thank you for your review. I can see your order from July 30th. I can confirm that your order is due to begin with 291 this is due for dispatch on the 2nd of September. I've searched our email system for contact from you but unfortunately cannot locate anything. However, I hope this helps! - Jessica
“I bought a magazine from you and you reassured me that I was not going to pay any taxes for it. Finally, in order to get the magazine from my local post office I paid 3.5 euros extra for taxes”
Hi,
I am sorry to hear this.
With new laws implemented from the 1st of July 2021, the process of sending overseas is now different and per country, VAT and handling fees will be charged as issues are imported.
For any active subs from before the 1st of July, we cover all VAT and handling fees.
Per new subscription or single issue ordered, being sent overseas, a slight additional amount may be charged from our end to cover all VAT and handling fees. To then declare this and avoid postal services charging customers again when delivering magazines, we applied something called an IOSS number to all address labels. This proves that we have collected the appropriate VAT and magazines should be delivered straight to the customer's door.
We have taken all appropriate steps to ensure this is running smoothly and take all action needed from our end, to avoid problems. We have ensured all documents and information provided with the magazine are completely accurate and so there is nothing more we can do from our end to ensure magazines arrive as expected.
We have had information from a handful of customers, that they are still being charged VAT and handling fees, despite these documents and information put in place to ensure this is avoided. We are extremely sorry to hear this and are fully aware this has been the case for some customers. We believe since this system is still slightly new, several postal services are still coming to grips with the changes and have not fully understood all the elements included within the new system for sending overseas.
The option we can offer at current is to pause any active subs, for as long as you require, to possibly give the postal services a chance to get caught up and familiar with all the new changes in place. We understand this is not ideal, but it may allow local offices to get the system perfected, as a result avoiding further unnecessary charges.
We can also offer a credit or refund for any active subs!
Thanks for your understanding and I look forward to hearing from you.
Jessica
Hi thanks for your review. We have been emailing in regards to this missing issue today. Please let us know if it has not arrive by the end of the week. Kind Regards Sarah
Hi Alice, thank you for your review. Whilst we can't commend on the content of the magazine, as we're not the publisher. We're interested in what your thoughts are on the ordering and delivery process as well as any customer service interaction/communication you may have had. - Jess
“Ordered the June publication, the order confirmation didn’t show which month’s publication I had ordered and paid for, the following day I received an email stating I was to receive Julys publication, then today I receive an email asking me to rate your service. Well in all honesty my experience hasn’t been a good one as i have received NOTHING, for my money!!”
Hi Darren, I've just checked your order and I've changed it to the June edition which will be posted 1st class this afternoon. We encourage all customers to contact us if they are unhappy or unsure with their orders, before giving us a review so it gives us chance to fix the problem and therefore gives future customers the full picture. - Kind regards, Jessica.
Hello, I am very sorry to hear this! We do not have this issue in stock now to be able to resend the missing copies for you. I will process a refund for you for the missing issues. Sorry for the error. Kind Regards Sarah
Hi there,
Hope you are well,
The reason why you have not received this magazine yet is due to this issue not being on sale as of yet. The Harry's House edition is the June issue, the stock of this will be coming to us and being sent out on the 10th of June.
Kind regards, Jessica
Hi there,
Hope you are well,
The reason why you have not received this magazine yet is due to this issue not being on sale as of yet. The Harry's House edition is the June issue, the stock of this will be coming to us and being sent out on the 10th of June.
Kind regards, Jessica
