Gowallpaper Ltd Avaliações 

Resposta da Gowallpaper Ltd

Há 4 dias

Hi Kare,

We’re very sorry to hear that you were unhappy with your wallpaper and, in particular, that you experienced faults with every roll in your order.

We are genuinely surprised to read this review, as we were not contacted or made aware of any faults with the wallpaper before this review was posted. Had we been notified at the time, we would have been very happy to investigate the issue and work with you to find a suitable resolution.

We take the quality of our products seriously, and we certainly would not expect every roll in an order to have faults. If there was an issue affecting the wallpaper, we would have wanted the opportunity to look into it, establish exactly what had happened, and determine whether the problem was with the product itself or had occurred during handling, storage, or installation.

We would therefore really appreciate it if you could contact us directly at enquiries@gowallpaper.co.uk and provide your order details along with some photographs showing the reported faults. This will allow us to investigate the matter properly with our supplier and, where appropriate, work towards putting things right for you.

We’re disappointed that your experience has led to this review, particularly as we had no opportunity to address the problem beforehand. Nevertheless, your feedback is important to us, and we would welcome the chance to investigate this further and hopefully resolve the matter to your satisfaction.

Please do get in touch with us at enquiries@gowallpaper.co.uk so that we can look into this for you.

Best,
Go Wallpaper

Resposta da Gowallpaper Ltd

Há 6 dias

Dear Julie,

Thank you for taking the time to explain the situation, and I am sorry that the delayed delivery of the wallpaper caused difficulties with your decorating schedule.

We fully appreciate that you paid for Next Day Delivery because you were working to a specific timeline, and that having the paste arrive as expected but the wallpaper not arriving until the following evening was frustrating. We understand that the decorating was being completed around other planned work, including the fitting of fixtures, carpets and wardrobes, so we appreciate that the delay had an impact on your plans.

With regard to the delivery charge, I would like to clarify that our policy does not allow us to provide refunds of postage charges where a parcel has been delayed. We appreciate that you selected and paid for a Next Day service, but unfortunately we are unable to refund the delivery charge back to the original payment method in these circumstances.

As a gesture of goodwill, we have therefore credited your account with the difference between the Next Day Delivery charge you paid and the standard delivery charge. This means that you have effectively been credited with the additional amount paid for the upgraded delivery service.

I do understand your point that you do not currently require any further items, and therefore a credit to your account may not be particularly useful to you. However, this is the resolution we are able to offer in line with our delivery refund policy, and unfortunately we are unable to convert this credit into a refund to the original payment card.

We are also sorry to hear that you found your previous interaction with our Customer Service team abrupt. That is certainly not the experience we want our customers to have. While we cannot change the delivery outcome on this occasion, we do appreciate you bringing your concerns to our attention and will ensure your feedback regarding both the delivery and the customer service experience is noted.

We hope you can appreciate that the account credit has been provided as a goodwill gesture despite our policy not providing for a postage refund in the circumstances described.

Best,

Go Wallpaper