Aspinal of London - Reviews and experiences

I'm done with this brand. I paid extra for nice-looking gifts and ended up feeling like I’d bought disappointment in a box. I remember tearing into the parcel, thinking "yay, checked that off the list," and then—nothing. No ribbon, no tissue, just naked items tumbling around. So that was the first slap in the face. Then I pull out what was supposed to be a decent makeup carry case and it’s laughably tiny — like a coin pouch that could maybe hold a single lip balm, if you squint. The website photos made it look roomy; the reality was... not. That gap between expectation and reality is what really got me.
I’ve been a repeat customer for years (since 2013, which makes the current mess more disappointing), and I didn’t expect to be treated like I was asking for trouble. I called the day the package arrived, explained everything to a rep who said they’d escalate it and someone would get back to me right away. Radio silence. So I sent a firm email a few days later saying I needed a reply within 24 hours — not rude, just direct. It’s been longer than that, and still nothing. If you want to feel ignored by an expensive brand, here’s a way to do it.
Some of this is practical: double-check dimensions, don’t trust a pretty product photo alone. And a little personal note: if you pay extra for gift wrap, expect at least a bookmark of honesty. For anyone considering them — be cautious, ask questions first, and maybe keep receipts and screenshots. I did enjoy the idea of buying small luxuries for friends, and that little thrill is why this stung more than it should have. There’s still a sliver of hope they’ll sort it out, but right now I’d rather shop at places where staff actually pick up the phone and follow through.