“I ordered 2 rolls of Cole&Son wallpaper with them and it turns out that there was a defect on it from the manufacturer. Wallpaper direct customer support spared no effort in getting to the bottom of the issue with the manufacturer, and sent me 2 new rolls free of charge. Great customer support from them, on top of having the best price on the market. Highly recommended.
NB: not sure what is the point of this website where anybody can leave a fake review without proof of buying anything there. Check their reviews on Trustpilot instead.”
“I ordered 4 rolls of wallpaper from Wallpaper Direct. I attempted to cancel the order a day or two after placing the order because I found the EXACT same wallpaper for $80 per roll cheaper at ***Morris Wallpaper***. Wallpaper Direct responded that I needed to pay for the return of the unopened wallpaper to their address. Once I received their wallpaper in the package THEY PACKED, I immediately took it to the USPS (the same carrier they used to ship to me). I paid the $20 or so to have it shipped back to Wallpaper Direct and went on my way, excited that I was saving $80 per roll (TOTAL $320) with Morris Wallpaper, not worried about paying for the return shipping to Wallpaper Direct.
This morning, I received an email from Jessica at Wallpaper Direct stating that she appreciated me taking her call (she never called), and that the wallpaper came to them with the box opened and 3 out of 4 rolls damaged. Her email states that I need to contact the carrier, as they will be charging me for the 3 damaged rolls (around $1,000) that THEY packed. USPS policy states that they will only accept a claim for insured mail, which I did not do because I had never opened the box.
I called Jessica after receiving the email (first time we had ever spoken, despite what she stated in her email to me) and explained the above. She stated it was neither my fault nor their (Wallpaper Direct) fault, but that it was the carrier's fault. When I explained that I did not take out insurance on it, she said that I should have and again stated it was not their fault. After we went around and around and she stated for the 4th or 5th time that it was not their fault, I lost my temper which was unwise of me, as she hung up (understandable).
Regardless, the points of my post are:
- Morris Wallpaper has better pricing
- Wallpaper Direct will not take responsibility for their packing.
- They will place blame on the customer. BE WEARY!!!
- Their website never mentions taking out insurance. They merely state, and I quote:
At this point if you do not want the product you will need to make a return to us. The instructions for returning products to us is located on our website under the FAQ section. However, we can accept the roll(s) that you have ordered back if they are unopened. We accept returns up to 60 days from the order date.
Please include inside the parcel your order number (1USA1354401). We also ask that you pack the product with packing materials to protect it during shipment. Once we receive the goods back we will refund the amount back on to the card used and confirm we have done this by email.
I NEVER OPENED THEIR PACKING. THIS IS NOT ON ME.”
“Worst company to deal with….waited a month for samples and then they said they’ll “re”pick my samples and I would have to wait another 2-3weeks for delivery! What an awful service and not very bright people to think that would be ok!”
“Ordered wallpaper that was apparently in stock ,now weeks later still no paper rang and was told next week rang the following week to be told the week after still not received a complete shambles of a company , will never recommend or certainly buy from this company again”
“Took weeks to arrive. Chased up twice online and made it clear I was unhappy and sceptical about receiving it, having read some of these reviews. Happy to say my two rolls of Coordonne were received this morning direct from Barcelona.”
“Did you know that if you live in the USA, you’ll be charged twice as much for the exact same wallpaper? This has nothing to do with shipping or customs, but you can go on the UK version of the website and find a wallpaper for €30 ($30.60 United States dollars) but if you switch to the United States version of their website, that exact same wallpaper will cost you $60. While of course being charged all applicable shipping and customs charges on top of it. Look at the prices across the site. They are only charging double to Americans. It has nothing to do with the shipping costs, embargoes, customs, nothing. All of that is added to shipping costs at the end of the transaction. The base price is double. You will pay twice as much simply because you’re American.”
“Directwallpaper are dishonest. I have ordered wallpaper and made entire payment, two months back. Till now have not recieved anything. I wrote 14 mails and numerous calls, everytime they gave pre-written reply, regretting inconvenience. I asked for atheist share the POD or airway bill no. So that I can track the parcel , if they have sent. They refuse to give that too.”
“Worst quality! The wallpaper looked nothing like the picture, the quality looks like it was printed from a computer from the 90's. Spent over $100- but need to pay $35- postage to get a refund of $70- not worth the effort but annoyed I didn't order a sample. I trusted the online images. I have attached photo of what I received and a photo of what was advertised”
“Delivery on website stated wallpaper would be delivered between 2-3 weeks, still waiting! I have had to do all the chasing and still don't know when I'll receive it as it's been caught up in customs in UK . Was told might be this week or next week.. we have paid £230 for this order.... delivery to Australia is quicker than to own country. I understand UK customs is out of your control but a little bit of correspondence on your behalf would go a long way!!!!”
“Order has not been despatched within their published timescales. Tried on a social media options to get an answer to what is happening but with no luck. Someone called Alicia told me I would get an answer but I didn’t. They are now closed until Monday. They have taken the £179 quickly but are shocking to resolve any issues I.e what is happening with my order. You have be warned!”
“I have spent over £550 on wallpaper, out of the various designs ordered 2 rolls were defective. Same paste was used for all. I reported it to Wallpaperdirect who said its my issue effectively. At over £80.00 a roll this is not good enough. They need to resolve my issue now or I will take further action.
Shocking after sales.”
“I have been waiting for my order since 25/4/20 it is now 5/6/20 and every email I send to Jacqui is never answered adequately, I have requested a telephone call from a member of the management team but even that has not happened. Why do you sell wallpaper if you do not have it in stock? Why is it impossible to answer when am I going to receive my order? What a strange way to run a business, sell wallpaper you don't
stock, take people's money for wallpaper you do not have and final ignore the customers question as to when they are likely to receive their order. I am dismayed at the lack of customer service. Not to mention been ignored when I have asked to speak to a member of management. 6 weeks on I still have no answer!”
“Wallpaper arrived within 2 days, would have been next day, but was held up by courier, which was no problem. Really impressed with the service, particularly with the current COVID 19 situation. Will be ordering from them again for sure!”
“I've ordered several samples of wallpaper from this company and received them within 3 days. Postage was free, samples cost 0.75p each, but they always sent me 2 free of charge. Very easy web site to use when choosing colours and types of paper for interior design ideas.”
