“Incorrect item sent, the corners were ordered with rounded edges, straight edges arrived. I emailed the luminati team to offer an extra purchase with them for a larger display and possible reduction to cover for the first mistake (more than reasonable in my view and saves replacing the wrong items). Nothing received back, which is disappointing. Other suppliers are now taking my new orders.”
Hi Nigel, Thank you for your feedback, and please accept our sincere apologies for both the error with your order and the lack of response to your email.
Having reviewed this, it appears we did not receive your original message, which is entirely regrettable. Had you contacted us by phone, we would have addressed this matter immediately; however, we fully recognise that you should have received a timely response regardless.
We understand your frustration regarding the incorrect specification supplied, and we also appreciate the constructive and reasonable solution you proposed. It is disappointing to hear that we have lost the opportunity to support your additional requirements.
We would very much welcome the chance to resolve this for you. Please contact us directly so we can prioritise a suitable solution without delay.
Once again, we apologise for the inconvenience caused and appreciate you bringing this to our attention.
Kind regards, Luminati
Thank your for reviewing our Wall Mounting Frames - Rounded Corners Clear A3 print size with a top rating of 5 stars, we are delighted to hear that you are happy with the product you have received from us.
Kind Regards
Stacey
