“Family have ordered many nice products from TGW over the years... BUT; The Gallery Wall's return address does not exist. So as a consumer, one has no means of returning goods because the postcode/ street address combination will not be accepted by couriers or the post office. This may be a breach of UK Distance Selling regulations. I'm happy to edit or remove this comment if TGW deal with the issue.. if you can read this comment, it's an issue.”
“Good morning,
I've tried to buy from The Gallery Wall on 2 occasions now. In the first instance, your website didn't work. While it was getting fixed your discount code expired, and you wouldn't honour the discount when the website was up and running again. Despite trying to purchase while the code was valid, but being prevented because of your technical difficulties. Good customer service would have been to accept the code once your problems had been resolved, and take the order.
On the second chance, the items were not posted on time and I had to ask for a refund. It was claimed that the items were posted anyway, however, nothing ever arrived, so I doubt the veracity of that claim.
Unless there are incentives to try again, I wouldn't risk a third chance of ordering.
Kind regards, Michael”
“I did a purchase but I never received it. DPD sent it back without informing me in time and the customer service from The Gallery Wall wasn't helpful. I received informations that some infos of the package where missing. It wasn't my fault, that the informations where missing and the package got sent back. Even though I did everything in time, the package never got delivered to me. I received the money back but the shipping cost of over 25 € got deducted. I will never buy here again.”
Hi Marie
I have just refunded that shipping fee and emailed you. I'm sorry for the bad experience and realise that it has cost us a customer. We only don't refund shipping when it is a customers fault which I can see is not the case in your situation. This should have been handled differently and I hope that the refund and my email to you will resolve this and prevent you from feeling upset towards us.
Thanks
Tom
“Made an order two weeks ago, paid for first class postage, and my order is no where in sight. Tried contacting and have had no response. I understand things happen and maybe it’s a busy time of year, but communication and transparency are vital when running a business - even just a blanket email sent out to everyone who has recently made an order, giving them a generic update, is better than absolute radio silence.”
Hi
I have just checked all of our emails and we haven't had anything from you (even in spam). Where did you try to contact us? You ordered on the 1st and it was shipped on the 4th so should be with you already. If you email us we can help track it but can't post specifics on a reviews platform
Tom
Hi Rebecca
DPD jumped the gun a few days ago saying that items were out for delivery when they hadn't actually collected them from our warehouse yet. I suspect based on the date of your order that yours was included in the batch this affected.
We had our first pick up since before Christmas yesterday so I would imagine your parcel would be arriving today. Sorry for the confusion and delay!
If for any reason you don't receive the order today please reach out to us so we can assist
info@thegallerywall.co.uk
Thanks
Tom
Tom
“Well, I haven't yet seen the end product, since still in the waiting mode. Now it is 10 days after the order, and no other communication from The Wall, but the request the answer this feedback survey. I would rather get a notification that my order has been delivered.”
Hi Anne
I have just seen this and asked Iwona about the situation. She tells me she replied on the 21st and that DPD were just waiting for you to pay the customs fees. We have just checked and it appears that it has now been paid. Please feel free to keep us updated and let me know if we can help further.
Thanks
Tom
Gutting that you left this bad review. I understand about the issue with the courier tracking that we've been dealing with but I was emailing you personally about this and you know I spent time last week dealing with their customer service for an update. I have replied to you this morning to yesterdays email with the updated tracking and I also refunded you in full because of the issue (even though it is the courier in the wrong not actually us).
So whilst I get that you might leave a bad review based on the courier issue... stings that really this review is aimed more at us and saying we have scammed you.
“Unclear advertising and then rude when asked for a refund with an out and out NO. When I was polite and even offered to purchase another thing with the money I spent discounted. I have never been replied to with such rudeness and I spend a lot of money on purchases via mail DO NOT USE THIS COMPANY”
Customer DID start off very polite but changed tone quickly when I pointed out his clear error that was not our fault on a £5 order (customer ordered a £5 wallpaper sample and claimed that we made it look like it would be a full roll despite having "sample" clearly stated on the product name and further description on the product page).
His tone quickly changed to anger and threatened a media rampage to soil our reputation over it. I don't regret how this was handled and will take a 1 star review over folding to unreasonable customers.
