“I’m extremely frustrated with the service your company has provided.
A delivery was scheduled for May 9, 2025, but it failed to arrive. Given this, your logistics partner should have had a contingency plan in place—such as dispatching an alternative vehicle or coordinating with a third-party delivery team.
I was then informed by a customer service representative that the tiles would be delivered on May 10, 2025. This assurance turned out to be false. Not only did the tiles not arrive, but I also received no communication informing me of the failed delivery. This is unacceptable, especially considering you had already contacted me on May 9 to notify me that the initial delivery would not take place.
The delivery failure on the second attempt was due to internal logistical issues, yet the responsibility was once again passed on to me. Despite never receiving the goods, I am now being told that a refund cannot be issued until the tiles are returned to your warehouse. This is unacceptable—since I never received the product, I cannot be held responsible for its return.
Furthermore, I planned my schedule based on your customer service team's confirmation that the tiles would arrive on May 10. This has not only wasted my time but also disrupted my plans and lost of earning due your broken promise to say they will be delivered by your customer service team, and I believe compensation is warranted.”
We are very sorry to see that there were some delays to your order and that you have had to cancel your order as a result. This is never something that we would want for our customers, so please be assured that we are looking into this as a matter of urgency, and will take your feedback on board to improve our processes moving forward.
I can confirm that your refund has been processed prior to return, but if you have any concerns regarding this please do let us know.
Regards,
Joanna
