Photo Fresh Avaliações 

Resposta da Photo Fresh

14 de fev. de 2026

Hi Nicola,

Thank you for taking the time to share your experience. I’m really sorry for the disappointment caused, especially as your order was intended for Christmas.

I’d like to clarify that our factory closed for the holiday period on 19th December, and we did include messaging across our website explaining that orders placed after the 16th December would not be processed until we reopened on Monday 5th January. This is why your order was unfortunately delayed, and I’m very sorry if this wasn’t clear at the time you placed your order. Despite this, uur team has since reached out to you and provided a full refund and explanation of what happened.

We completely understand how frustrating this must have been so we genuinely regret that this experience didn’t meet expectations and appreciate you raising your concerns.

Thanks,
Stephen

Resposta da Photo Fresh

17 de jan. de 2026

Hi Thomas,

Thank you for your review! We really appreciate your patience with the delivery and are glad to hear you were happy with the print quality.

Thanks again,
Stephen

Resposta da Photo Fresh

17 de jan. de 2026

Hi Jennifer,

Thank you so much for your review! We’re really happy to hear your order arrived quickly and that you loved the quality and fresh scent.

Thanks again,
Stephen

Resposta da Photo Fresh

17 de jan. de 2026

Hi Charlotte,

Thank you for taking the time to update your review. We’re really sorry for the worry and frustration caused by the delay and the lack of clear communication around delivery, especially so close to Christmas.

That said, we’re very glad to hear your items did arrive before Christmas and that you’re happy with the product itself. We appreciate your feedback around communication during delays, it’s something we’ve taken seriously and are actively improving on going forward.

Thanks again for your patience and for giving us the opportunity to put this right.

Stephen

Resposta da Photo Fresh

28 de jan. de 2026

Hi E,

I’m really sorry to read this and completely understand why you felt so frustrated, especially after waiting so long and not receiving the responses you should have had. That’s not the level of service we aim to provide, and I’m genuinely sorry for the lack of communication you experienced.

Given the length of time that’s passed, it does unfortunately sound like your order would've been lost in transit. We’d really like the opportunity to look into this properly and make things right for you, whether that’s arranging a refund and replacement. We reached out via Trust Pilot to try obtain contact information from you but unfortunately you didn't provide any. If you’re able to get in touch with us directly with your order number or postcode, we’ll prioritise this and resolve it as quickly as possible.

Again, I’m very sorry for the experience you’ve had and appreciate you taking the time to share it.

Thanks,
Stephen

Resposta da Photo Fresh

5 de fev. de 2026

Hi Nicola,

Thank you for taking the time to share your experience. I’m really sorry for the disappointment caused, especially as your order was intended for Christmas.

I’d like to clarify that, as explained via email, our factory closed for the holiday period on 19th December, and we did include messaging across our website explaining that orders placed after the 16th December would not be processed until we reopened on Monday 5th January. This is why your order was unfortunately delayed, and I’m very sorry if this wasn’t clear at the time you placed your order.

That said, we completely understand how frustrating this must have been. Our team has since reached out to you and processed a refund for you along with a detailed explanation of what happened. We’ve also followed up a further two times in an attempt to make things right, but haven’t yet received a response.

We genuinely regret that this experience didn’t meet expectations and appreciate you raising your concerns. If you’re willing to get back in touch, we’d still very much like to help resolve this in a way you’re happy with.

Thanks,
Stephen

Resposta da Photo Fresh

17 de jan. de 2026

Hi Chloe,

Thank you for taking the time to update your review and share your full experience. We’re really sorry for the frustration caused by the lack of communication and the difficulty getting in touch with us during that period, especially as it was meant to be a Christmas gift. We completely understand how disappointing that must have been.

That said, we’re really pleased to hear your order did arrive on time and that you were happy with the quality of the product in the end. We appreciate your honest feedback around updates and customer support, it’s something we’ve taken on board and are actively working to improve, particularly during busy periods.

Thanks again for your patience and for giving us the chance to learn from this.

Stephen

Resposta da Photo Fresh

5 de fev. de 2026

Hi Sally,

I fully understand how disappointing and upsetting this must have been for you, especially as the order was intended as a Christmas present and you were left without it after allowing what should have been more than enough time.

We ran a full investigation into what happened and discovered that Royal Mail lost an entire batch of orders in early December, which included yours. I’m not saying this as an excuse, but to be transparent about what actually occurred. Because it was such a busy period, we initially believed these orders were delayed rather than missing, and we continued waiting for delivery. In hindsight, we should have remade and resent those orders after the first week of delays, and I take full responsibility for that not happening.

Many of the negative reviews we received during that period can unfortunately be traced back to that missing batch, and we’ve since changed our processes to ensure this cannot happen again. I’m very sorry that our communication didn’t give you the clarity or confidence you deserved at the time, and I understand why that damaged your trust.

We did reach out to you multiple times in an attempt to resolve this, and we went ahead and issued a full refund so you weren’t left out of pocket. If you’re open to it, we would still genuinely like the opportunity to send a replacement order to you, but that would of course require you getting back in touch with us.

I’m truly sorry for how this was handled and for the disappointment it caused. Thank you for taking the time to share your experience.

Thanks,
Stephen

Resposta da Photo Fresh

17 de dez. de 2025

Hi Charlie,

We’re really sorry to read this and would like to clarify the situation for anyone reading. Arbey replied to all of your emails and kept you updated at every stage, she was consistently helpful and polite throughout. Unfortunately, due to the tone of many of your messages, I stepped in to take over the email conversation directly, as it wasn't fair for Arbey.

At this extremely busy time of year, we do experience delays with Royal Mail that are sadly outside of our control. Despite this, we refunded your order in full in good faith, we also still expect your order to arrive shortly.

We always aim to treat our customers fairly and resolve issues wherever possible, and we believe we did everything we could in this instance.

Thanks,
Stephen

Resposta da Photo Fresh

17 de jan. de 2026

Hey,

Thank you for taking the time to update your review, and for giving us the opportunity to respond. We’re really sorry for the frustration and uncertainty you experienced initially, especially around tracking, communication, and the delivery timing. We completely understand how concerning that can feel.

We do appreciate you acknowledging the follow-up and are genuinely pleased to hear that once we were in contact, the support you received via email was helpful and that you were impressed with the final product. We’re also sorry that the delivery delays meant it didn’t arrive when you needed it, and for the way it was left on delivery.

We’ve taken feedback like yours seriously and are continuing to improve our communication, tracking clarity, and operations to make sure this experience is much smoother going forward. Thank you again for your patience and for recognising the care that goes into both our products and customer service.

Thanks,
Stephen

Resposta da Photo Fresh

17 de jan. de 2026

Hi Imogen,

We’re really sorry to read this and understand why you’d be frustrated. We’ve now reached out to you several times regarding this order but unfortunately haven't heard back. As your original order didn't make it to you, to make things right we processed a full refund for you and we also sent out a replacement order, free of charge.

We’re absolutely not a scam, and we always do everything we can to resolve issues when they arise. If you’re able to reply to our emails or message us directly, we’d be more than happy to confirm the details with you and make sure everything is clear.

Thanks,
Stephen

Resposta da Photo Fresh

17 de jan. de 2026

Hi Stephanie,

Thank you so much for your review! We’re really glad you liked the idea and that they made great stocking stuffers. We really appreciate your support.

Thanks again,
Stephen

Resposta da Photo Fresh

10 de dez. de 2025

Hi Molly,

Thank you so much for your wonderful review! We’re really happy to hear your air fresheners arrived safely and that you loved how clear and adorable they turned out. We understand how worrying mixed reviews can be, so we’re especially glad your experience was a positive one. Your cats sound like they’ll make perfect Christmas gifts and we hope your parents love them just as much. We really appreciate your review and look forward to making more for you in the future.

Thanks again,
Stephen

Resposta da Photo Fresh

10 de dez. de 2025

Hi Chad,

Thank you so much for your review! We’re really happy to hear you loved the scent and picture quality, and it means a lot that you’ll be ordering for friends and family this Christmas.

Thanks again,
Stephen

Resposta da Photo Fresh

10 de dez. de 2025

Hey 👋

Thank you so much for your review! We’re really happy to hear you found the process easy, the delivery quick and the quality top notch. Your support means a lot to us.

Thanks again,
Stephen

Resposta da Photo Fresh

10 de dez. de 2025

Hi Lynne,

Thank you so much for your lovely review! We’re really happy to hear you loved your birthday gifts of Charlie and that your best friend enjoyed hers too. It’s great to know they’re helping keep the car smelling fresh, especially with a big wet dog in the mix. We really appreciate your support.

Thanks again,
Stephen

Resposta da Photo Fresh

4 de dez. de 2025

Hi Olivia,

Thank you so much for your lovely review! We’re really happy to hear your second order arrived just as perfectly as the first and that the packaging was ready for gifting. Your continued support means a lot to us.

Thanks again,
Stephen

Resposta da Photo Fresh

4 de dez. de 2025

Hi Elena,

I’m really sorry to hear this and completely understand your frustration. We’ve checked our inbox and unfortunately can't find an email under your name, nor can we find your order. If you don't mind sending us another email or getting in touch through our Facebook or Instagram (@PhotoFreshUK), we'd love to make this right for you.

Thanks again,
Stephen

Resposta da Photo Fresh

4 de dez. de 2025

Hi Simone,

Thank you so much for your lovely review! We’re really happy to hear you found it easy to create your gift and that you loved how personal and fun it turned out. We really appreciate your kind words.

Thanks again,
Stephen

Resposta da Photo Fresh

4 de dez. de 2025

Hi Bob,

Thank you so much for your lovely review! We’re really happy to hear you were impressed with the quality and packaging, and that you enjoyed the range of scents, Coconut is a favourite here too. We really appreciate your support and look forward to making more for you.

Thanks again,
Stephen