“I had ordered a fingerprint kit to make a momento with a relative nearing end of life. Despite paying extra for urgent UK delivery, the package was sent in ordinary post which took several days to arrive. Unfortunately this was too late. I emailed the company to advise of this unfortunate error in the hope of this being avoided for another family. They suggested contacting the undertaker instead. I explained that unfortunately the funeral service had already taken place (they happen in a matter of days here). So they refunded the postage cost. And whilst this was appreciated, it still left me with a fingerprint kit that couldn’t be used and I had still paid for. I then began receiving emails asking for my feedback on their products. I hit “unsubscribe” but still continued to receive emails. I contacted the company again stating how I was receiving several emails from them despite having unsubscribed and could they please remove me from their mailing list. In the meantime, unfortunately a friend had also passed away. So I gave their family the fingerprint kit, thinking at least it could then be made use of. I ordered a couple more so that their family members could make up a set of family prints. Then I continued to get more spam from them. I contacted them again and asked why was I still receiving ongoing mail (particularly hurtful given our own circumstances). I explained I didn’t want to leave a bad review, but was just wanting removed from their mailing lists. I explained it was particularly hurtful continuing to receive emails about this when my kit had arrived too late, and this was an unhelpful continued reminder of circumstances. This time they kindly refunded the money original fingerprint kit and assured me that the emails being received were automated and connected with the recent second purchase. I explained that I had been receiving several emails (not just one connected with a purchase) and that I had also unsubscribed from their mailing lists but continued to receive emails. I was advised it was dealt with. Yet here I am over 2 months later still getting spammed. I have asked my email to be removed, and I have hit unsubscribe. So the fact they continue to spam me is in breach of UK GDPR guidelines. I have now marked their email as junk so that it will go to my spam folder. But whilst the concept of the company is lovely, unfortunately the business end of things seems terribly slack. I can’t comment on their jewelry due to the circumstances noted. In my previous correspondence with them I also said I didn’t want to leave a bad review, that I just wanted the issue resolved if we could get things sorted. But as I’m now two months down and they are continuing to spam me, I felt i unfortunately no longer had a choice but to leave this as feedback for others.”
“Purchased so I could get my dads late prints to make his prints into jewellery. Fabulous- just waiting on my bracelet with his fingerprint. So I can feel him close at all times.”
We're so pleased to hear that ordering our print kit was easy. We take a lot of time and care with our pieces to make sure they are extra special so we can't wait for you to see yours
“My husband recently passed away and I wanted a fingerprint kit that was easy to use. There was instructions inside for the funeral directors to use and they came out as I expected. I was very pleased with the service - how quick the kit was delivered, any queries I had were answered promptly and the customer service team were extremely helpful.”
Thank you so much for this lovely feedback, we are so very sorry for your loss and our thoughts are with you and your families at this time >3 We are so pleased to have been able to help on this occasion.Team HoH x
Thank you for taking the time to contact us with this feedback. We are terribly sorry to hear your parcel was delivered late, once an order leaves the Hand on Heart studio, our trust is with DPD to ensure the goods are delivered as per the service promised but it would appear on this occasion DPD has failed us and we apologise for any inconvenience this may have caused you. If you would like to discuss this further, please contact us direct at studio@handonheartjewellery.co.uk, a member of our customer service team will be more than happy to assist.Team HoH x
“Fingerprints were taken from my Nan and during my order I realised I didn’t know which bit to select from drop down list, quick live chat with Lucy who told me to upload my prints and keep the originals safe with me forever. We list my Nan on 22/02/21, can’t wait to surprise my Mum with a piece of her Mam she can keep forever.”
Thank you for your really lovely feedback, we are so very sorry to hear of your loss >3 Here at Hand on Heart, we pride ourselves on providing our customers with the very best customer service and so it really is great to hear how delighted you are with our service.Team HoH x
