DCUK - The Original Wooden Duck Company 点评

Oh Sue, thank you so much for sharing that story. We love hearing about our characters out in the wild, as well as the reasons why people choose them. Also, what a lovely and thoughtful gesture to get a Maggie duck to help commemorate someone special. I think everyone needs a caring friend like you. Please pass on our sympathies to your friend, and thank you again for your ongoing support. Take care.

Thank you for your feedback, and for recognising the quality. It still amazes me how every single character is carved, created, and painted individually by hand. That's why I'm not involved in that part at all! Thanks.

That's what we love to hear, Elaine. Our job is done. At least for now! Thank you for the lovely comment.

We're thrilled that you found us, Wendy. Welcome to the DCUK family. I have to say, I'm impressed at how organised you are - Christmas presents? Well done. I thought planning for our specific festive range going live in mid-October was a little early. Maybe not! Thank you again for taking the time to leave us a lovely review. Quack quack from the team here.

What a lovely review to read, Carey. Thank you so much. It's fab to hear such enthusiasm for our characters - and even better to hear your bamboo-carved friends have escaped and can help you and any family and friends to smile out in the open! We really appreciate your support, and kind words. PS: It's worth remembering, no-one puts Ducky in the corner... sorry, cupboard. #LameDirtyDancingJoke

Thank you for taking the time to leave us a kind review. And, thank you so much for your patience with what sounds like a less-than-satisfying Royal Mail delivery. We'll certainly be making note and having conversations with our representatives in the near future, but thank you for your understanding. All the best.

Hello Jean. That's great news. Thank you for taking the time to leave us a review, and I agree - they are indeed fab. Although, I might be a little bit biased. Hah. We appreciate your support and kind words.

Wow Jacqui, that's such a lovely review for you to write. Thank you so much. The girls/ladies/superstars in our retail despatch team are literally glowing at your kind kind words. Our mission really is all about helping people to smile, and so it sounds like any efforts on our part have been more than worthwhile. We appreciate your support of our brand, and for some lovely positivity for the team. Thank you so much.

Thank you for your feedback. I saw this review straight away, as a 1-star review really stands out in the crowd. In over 10 years, across thousands of reviews on various platforms, we've had almost all 5-star reviews, largely thanks to our amazing retail team who work incredibly hard to help customers with orders, resolve any issues - and ensure they have a memorable, positive experience with DCUK. The majority of negative reviews have tended to be issues with Royal Mail or courier deliveries, or a handful of specific misunderstandings or order issues. Having looked at your order on the system, I think this might be the case here. Your order was placed and paid for with a delivery address, instructions, and a nice message for us to print on one of our complimentary gift postcards. There were no names requested for the optional personalised name tags, and the additional luxury gift box option was also not chosen or paid for. Only the wedding birds and the delivery. I can imagine how disappointed you are if that was not what you were expecting, but hopefully you can also appreciate we really can only send out what we've been instructed to send. Sadly it's not even something we can query with every customer, as we have just as many non-personalised wedding characters ordered, and just as many sold without gift boxes. Again, I'm very sorry that you feel so disappointed with our service, but please know that it's also very upsetting for us that you've also left a very negative 1-star review against the DCUK team and brand. All I can say, is that if you do decide to order anything again in the future, please feel free to get in touch personally by phone or email if you have any queries about what you may or may not have ordered. Our friendly team will be all to happy to help check things to make sure you're happy and have what you need. If perhaps you'd still like to have personalised name tags, we'd be happy to send them out ASAP for free, with ribbons and branded cards. Just get in touch, and confirm what names you'd like - and where to send them if it's different to the delivery address on this order. In the meantime, I hope the DCUK characters still raised a smile with the happy couple.

Hello Paula. Thank you for your comment. I've caught up with my colleague Katie this morning, and she said that it looks like your order finally made it through the Royal Mail system, despite their recent localised issues? If that is indeed the case, then that's great news. We appreciate your support and patience... and fingers crossed the new DCUK friends have settled in nicely, wherever they may be. Looking at our despatch system, we managed to send out your order within two working days (just after the bank holiday) and so although it's really disappointing for any of our customers to experience delays, hopefully you can appreciate we did what we could from our side of things. In fact, we're also looking at other options for customers in the future, to provide a greater choice with Royal Mail and the current couriers - so that might help even more. It is always upsetting for us when we get a negative review, especially when the overwhelming majority of customers in the last few years have given us top marks. And, especially when the review is based on issues that are almost entirely out of our control. We're all about working hard to ensure a customer experience worthy of 5-stars every single time, and our reputation and review scores are everything to us. With that in mind, please don't hold this recent Royal Mail experience against us here at DCUK, and hopefully we can help to persuade you to shop with us again some time. If you do, I'm confident you'd feel happy enough to give us that positive rating. Thanks again for your understanding, and I'm glad your order finally arrived.