trinca-ferro Reviews

Name: trinca-ferro
Address: 20 The Village 101 Amies Street, London
Rating: 4.49

4.5 Rating 810 Reviews

87 %

of reviewers recommend trinca-ferro

4.5

Based on 810 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 53%
Accurate And Undamaged Orders	Greater than 91%
Customer Service
Communication Channels	Email, Telephone

Visit Website

Email:

robert@trinca-ferro.com

Location:

20 The Village 101 Amies Street
London
SW112JW

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trinca-ferro 5 star review on 13th April 2019

Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Simply that payment was taken but I haven't received my goods. My email to find out why was anknowledged but not followed up yet. Still waiting.”

Helpful Report

Posted 6 years ago

Hi Kate, Thanks for your message. Apologies that there has been a delivery delay with your order and we did respond straight away to your email acknowledging the situation and we were immediately in contact with our courier partner. DHL do however need a little time to check and return to us and the fact that your original email was at the end of the week and we hit the weekend has delayed DHL's response. So I can only say we are really sorry for this inconvenience caused to you and quite possible the recent weather condition have impacted on the delivery. We will get an update by tomorrow morning and make sure that your order is delivered as soon as possible. Apologies again for this issue. Best Victoria Trinca-Ferro

Posted 6 years ago

“I originally had a problem with a long delay in delivery and, on top of that, a customs charge when the knobs eventually arrived as they were sent directly from China. However, I have to say that the customer service from Trinca Ferro was excellent as they diligently set about resolving my frustrations. I ended up returning the knobs as they weren’t what I imagined them to be. Trinca Ferro refunded the full amount plus the custom’s charges plus my return mailing costs. I give them top marks for looking after their customers. Their products are attractive and I have no hesitation on ordering from them in the future. I’m already looking for new knobs on their website.”

Helpful Report

Posted 6 years ago

Thanks for your review and apologies for any issues you may of had. We ship all orders direcrly from our production facility and over the last month we have faced issues with Irish post codes not taking and packages getting stuck in the system or returning due to a local DHL software update blip. This has been our reality despite what your local DHL may have said. We are checking the overcharge with DHL and will cone back to you by email ti resolve this. All agate knobs are natural and the colours do vary, but we have not had previous issues on the colour of this model and please if you are not happy you can certainly return. Apologies again for any inconvenience. Best Victoria Trinca-ferro

Posted 6 years ago

“Item that arrived was not the same as picture or description. We ordered white porcelain knobs as per picture and description, we received off white knobs which do not what we wanted. When I emailed to let them know the order was incorrect I was told that the colour in the pictures does not always depict the true colour depending on your monitor set up! Hmmm but surely the description should match the colour. Total waste of money, very disappointing receiving incorrect product and please don't treat me like I am stupid! Get your descriptions right and admit when you have made a mistake. Needless to say I will not use again,”

Helpful Report

Posted 6 years ago

Hi Victoria, Thanks for your message and sorry you sound so upset, we did offer for you to return the item if you were not satisfied with the colour. There is a real issue with ecommerce with minor colour differences due to monitors settings and I am sorry this has made you angry as this was never our intention and we have never had this issue with this product before. Apologies for any inconvenience as this was certainly not our intention. Best Victoria Trinca-ferro

Posted 6 years ago

“Today, May 10, I received my request. Everything was delivered correctly despite the delay. The company Trinca-Ferro justified the delay in the difficulty of sending the product to Brazil. I had already bought other times and the product had arrived fast, but this time was delayed, but came correctly. The company still returned half the amount I paid as compensation for my disorder. I rectify my last posting to attest, now, the smoothness of the company, which has proven to be serious and committed.”

Helpful Report

Posted 7 years ago

Hi Bruno, Thanks for your review. There have been some issues this time delivering to Brazil and as you know we have been working to resolve this. Brazil is not always the easiest country to send our packages. There is no question of anybody trying to take your money and as you know you have bought from us a number of times before and we have been regularly I contact as the courier people have had difficulties with the delivery this time because of their own internal logistics. Best Victoria Trinca-Ferro

Posted 7 years ago

“The worst customer service I have ever dealt with. I've ordered the knobs on the 11 the of March and these never had been sent to me. I contacted the company to tell them that I do not want these anymore and air would like a refund. By the way they don't have a land line so I rang mobile number provided and a very rude man,called Robert spoke to me. Despite my emails and phone calls to cancel the order,they sent the parcel today! 16 days after I ordered and did not want it anymore..just so they don't loose money! That's utterly disgusting. Nobody pick up the phone anymore,well I wouldn't really want to speak with this rude man to be honest. My emails are left without answers and the only thing that's left is to make others aware and report the company. I am really disappointed and I felt like I've been treated with no respect whatsoever.”

Helpful Report

Posted 7 years ago

Thanks you for your message and so sorry you feel this way... we normally have great relations with our customers and we are never rude. There was some address issues with your package due I think to a DHL error and it was consequently stuck in the DHL system for a while and we did try to sort this out as soon as possible and as you can see your package arrived although you refused to accept. So we did make an effort to get it sorted out and got there in the end and I can only again apologise for this highly unusual delay. We will of course refund if you have changed your mind and I think it is fair to say we are a very busy office and maybe communication was complicated here a little as you seem to have sent emails in various names Natalia Kasongo, Natalia Rowe and Natalia Marks. The easiest thing would be if you could please accept the package and then just send it back to me here in London and I will refund you together with the return postage cost.

Posted 7 years ago

“Good website, great products and prices, quick postage.”

Helpful Report

Posted 7 years ago

“Seller sent the items to the wrong address and then blamed me. Shipment got lost with DHL and still he refused to credit the money back. Very dishonest. Not recommended at all”

Helpful Report

Posted 7 years ago

Thanks you for your message, We are always the first to apologise when we are wrong. Your case is different as you entered your old house address on your order as you well know.. and your order was sent to this address.. you have since moved yo the other side of Canada.. we tried to then divert the package through DHL and you then refused to receive. Please never return to our site as you were one of the worse customer experiences we ever had. We even had to appeal your case through Paypal.. your preferred payment method and they backed us up on this same story as you know and awarded us the payment.

Posted 7 years ago

“I was really pleased with the speed and service that the 2 samples different colours were sent to me . having chosen the colour that I required I wanted to order 32 more .so e mailed them asking if there was any discount for this quantity .and was it ok to pop the sample in the colour that I did not require through their letter box as I frequently pass their road . I added my mobile number as well as my e mail address ,to date no reply . handles were great but useless if I cannot place the full order.”

Helpful Report

Posted 7 years ago

Hi and thanks for your msg. Sorry there seems to be some confusion as our company address as pwr out is in a gated area and we are unable to accept personal drop offs...we would never have suggested this as we are not always in the office as a lot of our work is on the road For this we are only ever able to receive packages by mail. So sorry I am honestly not sure where you got this idea from and we have not received your package or any previos communication. Possibly you put through the wrong letter box. Please confirm the address you set as I think thonk there is so.easy confusion here. We are always good communicators and responsibilities quickly. I look forward to your return and resolving this issue Best Robert Trinca-Ferro

Posted 7 years ago

“The product is very good, but not the look I wanted for my home. Tried to return them and there is no return instructions, address or statement to say I will get my money back. There is no phone number available or a person to talk to. I am hoping I am not stuck with my purchase and out the $100 I spent. Will not order from them again.”

Helpful Report

Posted 8 years ago

Hi Pamela, Thanks for your review but I honestly thing that is a bit unfair. All that you have mentioned i your review is shown very clearly on our site.. links below... I know you didn't manage to find these but did email us and we immediately gave you all of the information that you required even though it was an Easter Sunday. We delivered speedily all of the items you asked for in your two separate orders and you have every right to change you mind if the items do not work for you as you had maybe imagined. But at the same time we can not be responsible for the costs of shipping back the products that we sent in good faith. Sorry if this has made you angry but I think it is clear that in this case we have done nothing wrong. We normally have great relations with our customers and we are sorry you will not be coming back. Best Victoria Trinca-Ferro http://www.trinca-ferro.com/terms-and-conditions http://www.trinca-ferro.com/contact-us/

Posted 8 years ago

“Very good range of knobs at reasonable prices.”

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Posted 8 years ago

“I was VERY impressed with the overall service of Trinca Ferro. Firstly, the handles I ordered were far more reasonably priced than other online stores, secondly they arrived quickly and sooner than expected. They also sent me a photograph of my order before it was packaged which I really liked. Lastly, when my handles arrived they looked fabulous and have helped transform my sad little kitchen. Excellent all round and I highly recommend them.”

Helpful Report

Posted 8 years ago

“Wow, what great service...I ordered my beautiful door knobs and within days had them at my front door. Can't say the same thing for another internet company, who I placed an order with on the same day and three weeks later I'm still waiting... I will never order through anyone other than Trinca-Ferro again. Highly recommend, five stars all the way...”

Helpful Report

Posted 8 years ago

“Did not expect the door knobs that I ordered would actually have to be sent from India! Thought there would be a distribution centre in this country. No dispatch email was sent as stated when order was placed, so therefore, did not have a clue when my order would arrive. Waited over the 72 hours that delivery should take with no communication from the company. Decided to email customer support with a short, polite email asking for delivery information. Reply email from Robert (Sales Manager) contained tracking information for courier. Realised the tracking information did not coincide with information from the Sales Manager who also had informed me to ring the courier. The courier confirmed the information on their tracking form was correct. Basically the Sales Manger from Trinca Ferro had lied to me and blamed me for being out, as the reason for my parcel being not delivered, despite the fact I had informed him I had not left the house. He then sent me a very rude email when I informed him of this and to compound issues, he then rang me at home, not to appologise which would have been the correct and profesional way to have handled the situation, but proceeded to talk over me being extremly rude and abusive with further lies, He had a real attitude problem. ( A brief outline only of my poor customer experience with this company) As a professional business woman myself, I am totally appalled at the dreadful customer service I have received from this company. Maybe, I was unfortunate to have him handling my perfectly reasonable query and this is not a true reflection of the rest of the team. However, surely as a Manager, you would have expected him to lead by example with truly exemplary customer service. Sadly this was not the case.”

Helpful Report

Posted 8 years ago

Dear Deborah, Thank you for your feedback and I am sorry you were not happy with our customer service. I can only apologise for any misunderstanding in this situation and I would like to think this was not the intention. Also it is regrettable that your package was delayed which is actually unusual for our shipments as DHL normally hit their deadlines, but clearly not so in this case. We are proudly and Anglo Indian company and shipping our products from source enables us to offer greater variety at a far better prices which ultimately benefits our customers. So sorry again that your expectations were not met on this occasion. Thank you again for shopping with us. Victoria Trinca-Ferro

Posted 8 years ago

“I HAVE NOT RECEIVED THE GOODS YET”

Helpful Report

Posted 8 years ago

Hi Felicity, Thanks for your email and yes this does seem strange as our orders normally reach within 72 hours of shipping via our DHL courier service so something does seem amiss here. I will chase this up with my dispatch now and give you a return ASAP. Apologies for this inconvenience. Best, Robert

Posted 8 years ago

“Excellent communication at the start, and excellent in terms of service up until despatch. The company had an excellent quality assurance protocol whereby they sent a picture of the items before despatch. At this point, I highlighted to the company that the product appears to be the wrong colour. They assured me it was the correct colour and it was the photo that made it look that way. When i received the product, it was indeed the incorrect colour. And guess what, no reply to my emails thereafter! Seems to me that once they got the money for the items, service levels just dropped to zero. My advice is to shop elsewhere, even if it costs a little more.”

Helpful Report

Posted 9 years ago

Hi Musa, Thanks for your msg and I would say that the colour is pretty much as per our site image... although this can of course vary a little from monitor to monitor. However if you were not happy we would never ignore your email and I have checked though our records and this was not received...so honestly no "Guess What..."situation here.... this is simply not our style... right or wrong we always try to resolve any situation in a satisfactory manor. And if you hadn't painted the items you could have returned and we could have certainly have swapped for something else or taken a refund. I am so sorry you were not fully satisfied. Robert Trinca-Ferro

Posted 9 years ago

“My order arrived very quickly and the quality of the products are as advertised. Beautifully made knobs and hardware. i'll be ordering again!”

Helpful Report

Posted 7 years ago

trinca-ferro is rated 4.5 based on 810 reviews