After a delay in my order then receiving it was disappointed. However I can not fault the response from Stephen who not only fast tracked a larger size at no extra charge but also a full refund. That... Toon meer
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Ordered on 5th Dec, stated was out for delivery on the 11th December with Royal Mail 48hr delivery. It’s now 22nd December and they have still not arrived. There is no tracking provided or proof the... Toon meer
Bedrijf heeft geantwoord
I ordered 5 personalised car air freshener for birthday presents. OMG they are absolutely amazing. I love the idea of personalised your own air freshener and also choosing a specific scent. Th... Toon meer
Bedrijf heeft geantwoord
We decided to get our first air freshener, one of my rescue dog, Picasso (we got two air fresheners), and OMG! They turned out adorable and made my entire car smell incredible. After we placed our ord... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
At PhotoFresh, we turn your favourite photos into personalised car air fresheners — combining fresh scents with the faces you love! Whether you’re creating a memorable gift, promoting your brand, or adding a personal touch to your car, we’ve got you covered.
Contactgegevens
Unit 86, 149 Drakemire Drive, G45 9EE, Glasgow, Verenigd Koninkrijk
- +44 141 674 9414
- hello@photofresh.co.uk
- photofresh.co.uk
4,0
Goed
156 reviews
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Order took 3 weeks to arrive with poor communication
My item arrived today after 3 weeks of waiting. The actual product is ok but the customer service and delivery really let it down. Wish I had seen some of these reviews before ordering.
Ordered on 6th December, got an email on 11th December to say it had been shipped with Royal Mail 48 Hour. I emailed on 17th December as I was yet to have them delivered and asked for tracking information. I received a generic reply that they’re experiencing delays with Royal Mail at the moment and that they were unable to provide a tracking number to keep costs low for customers. Order arrived today with a Royal Mail stamp on it saying “do not surcharge” and stating it was sent 2nd Class, not the Tracked 24 delivery the website states it uses. Assuming that’s why it took so long to arrive. I think there needs to be more clarity and communication on shipping methods used, especially at a time of year where they’re inevitably going to receive more orders.
23 december 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
Hi Lauren,
Thank you for taking the time to leave such a detailed review. I’m genuinely sorry for the frustration caused by the delivery delay and the lack of clear communication, especially around tracking and postage, which understandably led to disappointment.
While Royal Mail 48 Hour and Royal Mail 2nd Class have equivalent estimated transit times, we completely accept that this wasn’t communicated clearly enough, particularly during a busy period like December. That’s on us, and we appreciate you highlighting it. Your feedback has been taken on board and we’re already making changes to improve clarity around shipping methods and customer updates going forward.
I’m glad to hear the product itself arrived safely, but I’m very sorry that the overall experience didn’t meet expectations. Thank you again for sharing your experience, it genuinely helps us improve.
Thanks,
Stephen
Misleading information about production and delivery
I ordered personalised car air fresheners on 16 December, relying on the website’s clear promise that orders placed before midnight Tuesday go into production that week and are posted on Saturday. This did not happen. When I contacted the company on 22 December, I received a generic response blaming Royal Mail delays, which is simply untrue — Royal Mail has been delivering on time. The real issue is that the company’s stated production times are inaccurate and misleading. I ordered specifically for Christmas and would not have done so had the information on the website been honest.
16 december 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
The delivery took some time but the…
The delivery took some time but the print quality is very good.
9 december 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
Order received quickly
Order received quickly. Good quality and smells fresh. Thank you!
22 december 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
Great product but shipment delays and poor communication
Ordered on 5th Dec, stated was out for delivery on the 11th December with Royal Mail 48hr delivery. It’s now 22nd December and they have still not arrived. There is no tracking provided or proof the item has been delivered.
EDITED TO ADD: the items have now arrived (23rd Dec), much later than anticipated but are here. Wish communication could have been better regarding delays but happy with the product and relieved it has arrived before Christmas
22 december 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
Would not recommend at all
Placed my order on December 5th and received an email on December 11th that my order had been posted using Royal Mail 48 Hour. It is now December 22nd and there is still no sign of my parcel. I have tried emailing and messaging on Instagram - I got a reply to my first email which was essentially just ‘we sent the order on time and there’s no tracking number’. I’ve send other messages since as Royal Mail’s website says that
you are able to track if a parcel has been delivered/delivery has been attempted and the GPS location when delivered with Royal Mail 48 Hour so there should be some sort of tracking number but since I’ve followed up I’ve had no response so I will now have to attempt a charge back with my bank instead. Would not recommend at all, extremely disappointing
Edit 07/01/26: still no order received, still no response to emails or Instagram messages. Really disappointing customer service
22 december 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
Item not delivered/ poor customer service
I selected this company because of their online promise of a quick order turn around. I placed an order for 1 item on the 6 December and on the 11 December the tracking system said that it was on route using a 48hrs Royal Mail service however it’s now the 21 December as still nothing. I have sent them two chaser emails but still no reply so severely worried if this company actually exists or if it’s just a scam! I would expect an email reply at a minimum to give me peace of mind and an update as needed the item urgently for a pre Christmas gift.
6 december 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
No contact/No order/Save your money!
Ordered one air freshener on the 6th December, received an email on the 11th December to say my order had been shipped and should be with me between 2-5 days through Royal Mail, nothing received after this period, contacted photo fresh via email and their online contact form and received no response, tried the phone number numerous times but was just told I had dialled an incorrect number. Really disappointing service and huge let down for what would have been a fun Christmas gift. Doubt I will receive a refund seen as I can’t get a response from any members of the staff just reference the order.
UPDATE - the order arrived on Christmas 23rd, product is really good quality and very happy with it. Recommendation to improve on updates and customer support for the future.
21 december 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
Don’t waste your time, they don’t post orders
Order never arrived. I ordered on 3rd December which for any normal company is more than enough time to receive a present in time for Christmas. However at the time of writing (I’m now updating this on 24th December) it’s still not here.
My emails were ignored, so spoke on instagram instead and was fobbed off with the “Royal Mail delays” excuse despite the fact that 1) I ordered on December 3rd, and had plenty of Royal Mail deliveries after that time, 2) Photofresh told me they posted my item on 11th December - why a gap of 8 days between ordering and posting at busiest time of year? And 3) although they were never able to provide proof they’d even sent my item, they showed me a shipping label with “send by end of 16.12.2025” on it, which was also second class?
They did try and send me a news article (?!) about Royal Mail delays in certain postcodes but mine wasn’t on it, and even if it was, that doesn’t explain the delayed posting and the 2nd class sending.
I’ve since had a refund but no sign of my Christmas present - 21 days after ordering it. It’s Christmas Eve now so obviously won’t be here for Christmas.
I think theyve really messed up, but the lying about Royal Mail issues as an excuse was a really poor business decision that has driven so many people on here to write bad reviews. I would never trust this company again due to lack of integrity and way they’ve dishonestly handled it.
19 december 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
Only give your hard earned money away…
Only give your hard earned money away if you don’t want your purchases to arrive then experience some of the worse customer service who refuse to refund you when your item hasn’t arrived.
Also when you push for a refund for your item which hasn’t arrived expect to be sworn at. Screen shots available if anyone wants to see !!!!
10 december 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
Order #7283
Order #7283
Order placed on 01/12/2025. As of 15/12/2025 there is still no sign of the order and their tracking links do not provide any real updates. I have one email saying the item has been shipped and their tracking says it will update me once the item has been shipped. There is also no indication on any of their confirmations or communications of the images uploaded, so it's unclear whether my order will arrive as customised or with the stock image of a random dog that they use.
I've yet to receive a response to my email and calling the company number on their website says 'the number you've called is not recognised'. This is, at best, poor customer service. At worst, a total scam. In any case, my order has not arrived within the time frame expressed.
EDIT: I've since had email correspondence with various members of the team. The item was eventually delivered although was left outside despite being letterbox friendly. Unfortunately these delays have meant the order wasn't received when required. That being said, the customer service via email has been excellent and the product itself is very impressive. I'm hoping that the company can overcome their operational challenges as their Customer Service and Product is very good.
15 december 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
Order hasn’t arrived
Order hasn’t arrived. Apparently royal mail have ‘courier issues’, even though I’ve not had any issues with any other parcel. Not received any response to my recent email. Pretty sure the company is a scam. Would like a refund
14 december 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
Antwoord van Photo Fresh
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
Absolutely delighted
Absolutely delighted! I had not heard of photo fresh before they popped up on my instagram as an ad but when I looked on their page I ordered straight away. Unfortunately, I read a couple reviews afterwards where people said it was a scam which made me a bit worried however, they arrived last Saturday and they look amazing! I ordered 3 air fresheners of my cats to gift to my parents (and one for me) for Christmas and couldn’t be happier with how they look. They have come out so clear and just look so adorable. I can’t comment on the scent yet as obviously need to keep them sealed until Christmas but I will definitely be ordering again in the future. Thank you photofresh, I know my parents will love them!
6 december 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
Great product
Great product, smells amazing, amazing picture quality! Will be ordering for all my friends and family for Christmas
29 november 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
Top Quality
Easy to use process from your photo library.
Ordering very simple too
Arrives quickly and items were of top quality
20 november 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
The Best
I received 3 car fresheners for my birthday off my daughter-in-law of Charlie my German shorthaired pointer. Brilliant, so I ordered 3 for my best friends 80th and she loves them. The car smells so fresh especially when you have a large wet dog.
14 september 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
Very happy customer
Just received my second order from Photo Fresh and the consistency is impressive. Both batches came perfectly packages, ready for gifting.
17 november 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
Placed an order on 19 November and…
Placed an order on 19 November and today 3 December, and still didn’t receive my order, i send them an email couple days ago and haven’t heard from them. Terrible service
3 december 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
It was so easy to upload a photo of my…
It was so easy to upload a photo of my friends dog and create such a unique, fun present for her!
It took one day longer to come than indicated but that could have been the post!
A really personal and cute gift!
Thank you!
4 november 2025
Review zonder uitnodiging
Antwoord van Photo Fresh
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
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