Carl llewellyn

Hi Carl, 

Thanks for leaving a review. 

I apologise for any frustration caused by the games that you did not receive.

After the order is sent, please wait 7 working days for delivery. Sometimes, the postal service may take longer due to factors we can't control. If your media items don't arrive within this time, we can replace them if we have stock or issue a refund.

When we attempted to initiate the refund, we received an error that stated the seller refund can't be triggered because of the ongoing dispute you had with eBay. It was after the dispute was closed that we were able to refund you on 10/10/2025 for both unreceived items. 

I truly regret the upsetting experience you have encountered. 

Best Regards, 
Onica
musicMagie

Dear Customer,
Due to the lack of completed request information form, we regret to inform you that we are unable to process your case due to insufficient information. Please accept our deepest apologies for any inconvenience you've faced. If you need further assistance or have any additional questions, please don't hesitate to consult our Help Center at AliExpress.
https://helpcenter.aliexpress.com/s/BuyerHelp
Thank you for your understanding and cooperation.
Best regards,
AliExpress Customer Service Team

Hi, I'm sorry to hear of your poor experience and thank you for taking the time to leave your feedback.
Please be assured that every parcel and every customer is really important to us. If you need help, please visit our contact page at https://www.evri.com/help-and-support/help-centre#/ or call us on 0330 808 5456, leave us your details on a voice message, let us know if you prefer a call back or an email and one of our Customer Services team will be in touch so we can understand what went wrong.
Thank you, Kimberley

Hi, I'm sorry to hear of your poor experience and thank you for taking the time to leave your feedback.
Please be assured that every parcel and every customer is really important to us. If you need help, please visit our contact page at https://www.evri.com/help-and-support/help-centre#/ or call us on 0330 808 5456, leave us your details on a voice message, let us know if you prefer a call back or an email and one of our Customer Services team will be in touch so we can understand what went wrong.
Thank you, Kimberley

Hi Carl,

Thanks again for your feedback.

Just to clarify for others reading this — we don’t ask Trustpilot to remove negative reviews unless they’re not based on a genuine customer experience. In this case, you openly stated that you had not purchased a policy or had an experience with us, which meant your original 1-star review was not eligible to be published under Trustpilot’s guidelines. That’s why it was ultimately removed by Trustpilot — not by Scratch & Patch.

In the spirit of transparency, here’s the review you previously posted: "So glad I read the negative reviews before signing up.. yes it may be cheap but if they don't pay out what's the point, pay extra and get better cover."

We highlighted in our response that while we understand the importance of reading reviews before choosing an insurance provider, we were disappointed that you’d rated us 1-star without ever being a customer or experiencing our service first-hand.

Our policyholders are happy with their cover, and our 4.4-star rating — built largely on verified 5-star reviews — reflects that.

At Scratch & Patch, we’re transparent about what our policies cover and always encourage customers to review the details to ensure it suits their pet’s needs and budget. We also publish real customer testimonials and claims examples to help people make informed decisions.

We’re proud to offer pet insurance that balances affordability with meaningful cover — and we’d love the opportunity to show you that in action should you ever decide to give us a try.

We're not trying to hide your opinion. We simply want to ensure that all reviews — positive or negative — reflect our customer's experiences.

We remain happy to help should you ever want to find out more about our policies and service directly https://scratchandpatch.co.uk/contact/

Kind regards,
The Scratch & Patch Team 🐾

Hi Carl,
I'm sorry to hear this.
Please call our client enquiries team on 0300 3737 223 and an advisor will be happy to assist you. Our lines are open 09:00-5:00 Monday to Friday. We are extremely busy, so please do stay on the line when you call, and an advisor will be with you as soon as possible.
Vince @ PDSA

Hi Carl, we're required to promote smart meters to eligible customers - however, you and your mother are perfectly entitled to decline.

Thanks,
Fionn

Hello, Carl.

Thank you for your third follow-up review, though as already stated in our previous responses to you, your situation had been fully investigated and it was confirmed that your purchased key is fully valid and working, with the issue you experienced being fully associated due to you personally not meeting the keys region restriction. As such, per our standard terms and coniditons, a refund could not be provided.

Regards,
Team Eneba

Dear Customer,
Thank you for your patience while we verify your ownership of the account and will process the email change for you. Please allow 2-3 business days for this to happen as it will be done manually and carefully. If you have any other concerns or need further assistance, please contact our Help Center at https://helpcenter.aliexpress.com/s/BuyerHelp. Thank you for your understanding and cooperation.
Best regards,
AliExpress Customer Service Team

Hey,

Thank you for your review. After reviewing the details you provided, we can confirm that your support ticket was thoroughly investigated. Our team verified that the key you purchased is valid and fully functional when all the stated requirements are met.

Please keep in mind that not all product keys are compatible with VPN usage or similar methods. These keys are intended to be activated only in the specific region for which they were issued.

As the key has been confirmed as valid and functional, we are unable to offer a refund or replacement in accordance with our Terms and Conditions. We appreciate your understanding.

Cordially,
Team Eneba.

Hello.

Thank you for your review. Based on the provided information alongside it, we can see that your created ticket has been fully looked into and our team has confirmed your purchased key working without any issues when the requirements of the key are fully met. Please note that not all keys can be redeemed via the use of VPN services and anything alike and they are only intended to be used in the exact physical location they are meant for.

Considering that your key was confirmed to be valid and working without issues, a refund or a replacement of it could not have been provided per our terms and conditions. Thank you for your understanding.

EDIT

The seller has confirmed that the code is working for the correct region. They have ways to confirm this directly with the game's producer/publisher, something that we're not able to ignore.

Regards,
Team Eneba

Dear Customer,
Thank you for filling out the Request Information form. However, we noticed that the order number was not provided, and the email address you submitted does not match any orders in our system. Without more valid information, we are unable to proceed with your case at this time.
To help us assist you better, you can look up your order number and seek further assistance by visiting our Help Center:
https://helpcenter.aliexpress.com/s/BuyerHelp
We appreciate your cooperation and are here to help if you have any additional questions or need guidance.
Best regards,
AliExpress Customer Service Team