“Light arrived with damaged fittings - husband has called on numerous occasions where staff advise that the manager has sent a replacement but never received and called again and advised he would speak to manager and still awaiting a reply. Poor customer service”
“Ordered a candle clear twisted bulb. Received one which was brown tinged. Apparently the name Rustica applies to the colour of the bulb. I thought it was the make of the bulb. Cost I paid including postage £17. No refund or return slip offered by them. Now have a £17 bulb lying in a box.”
“I bought a light on monday June 19th and paid extra for Next day delivery. It didn't arrive. I waited till the wednesday and was told they would investigate and call me back. Nothing. Thursday I rang again and was told the light would be sent to arrive the next day. I said I expected the difference in postage to be refunded and was told it would be. The light arrived the next day, Friday, but only after 3 calls from me. It is now 28th July, a month later, and I am still waiting for the refund on the postage. Any chance do you think? It is ony a few pounds between standard delivery and next day delivery, but why should I pay? Particularly as even with standard delivery the light would have arrived sooner than the Friday. I am really disppointed.”
“Purchased on 25th June. Upon opening I noticed 2 small pieces of broken plastic. These, I discovered came from the electrical connection cover. It was obvious that upon assembly the screw had been over tightened. The cover was unusable. Phoned customer services and was told to send a photo. This I did. Upon phoning following day was told new part would be sent direct from manufacturer and would arrive on monday 3rd July. Over a fortnight later and five additional phone calls to customer services this has still not arrived. Unit is dangerous without the cover as, if rain gets through the glass it can reach the electrical connections. I am disgusted with service here. Keep getting fobbed off with 'I will talk, again, to my manager'.”
“My order comprised two pendant lights, one being three times more expensive than the other. This company packaged the two lights into one delivery tracking number, but I only received the cheaper light. I had thought the more expensive one would come separately. After two weeks, the expensive one has not arrived. I then called the company to find out. The agent then checked with the “manufacturer” and confirmed that the expensive one had never been dispatched. He told me the the so called “manufacturer” would deliver the expensive light immediately, and it should reach me the following day. Now that four days have lapsed, and there is still no sign of the expensive light coming. No tracking information has ever been made available to me, nor have they given me any reason for the non-delivery or any written notice of the delay of delivery. I also wrote to them highlighting my concern through this company’s “Contact us” platform, but there is no reply whatsoever. I have paid them everything and yet they can treat customers this way. I still have no idea how the problem of my order will be resolved. I am very disappointed with the way in which they have handled my order, and I leave the future customers to judge if this company is still reliable and trustworthy.”
We sincerely apologize for the inconveniences and frustrations you have encountered with your recent order. We would like to address each of the concerns you raised and provide you with an update on the situation.
Firstly, we want to clarify that we did dispatch your order on time, as evidenced by the tracking number. However, we regret that we did not act promptly upon being notified of the technical issues faced by the local ParcelForce depot in your area. We apologize for this delay and any inconvenience caused as a result. We were only made aware of the situation when you contacted us regarding the second light. Please accept our apologies for not being proactive in resolving this matter sooner.
To expedite the delivery, we arranged for the complete order to be shipped directly to you from the manufacturer. Accordingly, we re-sent your order using DPD, and we are pleased to confirm that it has now been successfully delivered and signed for.
We understand that your order consisted of two pendant lights, one being significantly more expensive than the other. We apologize for packaging both lights together and not providing separate tracking information for the expensive light. We understand how this may have caused confusion, and we regret any frustration it may have caused.
We deeply regret the inconvenience and disappointment caused by this situation. Your feedback is valuable to us, and we appreciate your patience and understanding. We are determined to regain your trust and demonstrate our commitment to customer satisfaction.
If you have any further concerns or questions, please do not hesitate to reach out to us directly. We will do everything in our power to resolve this issue promptly.
“I was shocked to find that when an item arrives and it is not the colour I was expecting that they charge you not only the return of the item, which I understand, but also take off 15% off the refund on return and up to 30% if not packaged using clear tape???? Definitely will not be buying again from them.”
Thank you for sharing your feedback. I understand your concerns and apologize if our policies have caused any frustration.
The requirement for clear tape when packaging a return is due to our commitment to maintaining high product standards. By using clear tape, we can ensure that the product is returned in a condition that is as close as possible to how it was originally sent, which allows us to re-sell the item in a like-new state. We believe that this is something our customers would expect from us, as they wouldn't want to receive a product that looks second-hand.
and looking at your refund, you was not charged this?
“I am still waiting for my refund since the 8th of April. I keep being told they are waiting for the accounts team to process my refund! Not good enough.”
Hello, I apologize for any confusion or frustration you've experienced. However, it seems that your refund has already been processed. Please take a moment to check your account, as the refund should have been credited by now. If you still don't see it, kindly let us know and we'll investigate the matter further. Thank you for your understanding.
“You despatched my purchase on time etc but despite paying for next delivery I took 6 days to reach me. I acknowledge this was not your fault, but you have never bothered to reply to my emails concerning this issue so I won't be buying from you again.”
Hello, I sincerely apologize for the delayed response and any inconvenience caused due to the late delivery of your purchase. While we understand that the delay was not directly our fault, we acknowledge our responsibility in addressing your concerns in a timely manner.
Please know that we truly value your business and customer satisfaction is of utmost importance to us. We are sorry to hear that you will not be purchasing from us again, and we would like to make amends for this experience.
Thank you for bringing your concerns about the product quality to our attention. We apologize for any inconvenience you may have experienced.
We understand that we are not the manufacturers of the product, but as a responsible retailer, we are committed to ensuring customer satisfaction. If you are unhappy with the product's quality, you may return it to us for a refund or exchange.
“Wrong globe delivered in error.Trader agreed to accept return and issue a return label by gmail .Repeated requests on 4 occasions and fobbed off with "my manager not available , but have asked him to issue return label ". Weeks on and nothing . Very poor experience and may have to open a dispute case with PayPal soon .”
Hello, we apologize for any confusion or inconvenience you've experienced regarding the delivery of your order. We want to assure you that the correct shade, as per the order you placed, was delivered.
“I ordered candle holder on 11 March and paid express delivery of £6.95. Was told dispatched 3 days later. Contacted parcelforce who were the couriers and was advised they hadn’t even received item yet. Emailed company 3 times no reply. Called and left 2 message’s no reply. Eventually got a gentleman yesterday who said he would check this out for me and he’s called this morning to say I’ll receive it on Friday almost 2 weeks since I ordered it.
No customer care at all. I thought they could have a least refunded delivery charge since it’s only coming from England to Scotland. Let’s see if it even arrives.”
Hi Donna,
I can see your parcel was delivered and signed for by yourself. Below you can find the link to the tracking
https://www.parcelforce.com/track-trace?trackNumber=PBTE8122742001
Regards
“Since we bought the wall clock we have tried to contact your company 4 times without success. When we tried to install the clock we found it did not work. We changed the battery 3 times to make sure that was not the problem without success. I have given this review in the hope that someone will contact us but I do not hold out much hope.”
“Awful customer service both via email and telephone. So much hassle after returning a lamp shade and paying for signed recorded delivery . I can see it has been delivered and no refund. No response from 3 emails and customer service via company telephone number couldnt help?! Bizarre. Please refund my return.”
Hello,
We appreciate your feedback. Upon further investigation, it has come to our attention that the refund was processed within the timeframe outlined on our Returns and Refunds page.
