Very disappointed
I purchased from this company for the first time and the ceramic item that I received arrived damaged with two chips on it. When I informed them and sent photos, they said this was part of the distressed look. I was fully aware that this item had distressed areas and told them this and pointed out that it also had 2 very obvious chips as well as distressed areas. I was made to feel like this wasn’t the case. I was offered a refund if I return the item, however I did not want to be out of pocket for the return postage as the item was damaged and they would not reimburse this.
They also told me they would re sell this item if it was returned, which is terrible practise as will only disappoint the next customer.
I’ve had to put this down to a bad experience unfortunately.
In response to their reply:
Accusing me of “trying to get a refund and keep this product”. I am deeply offended by this as I am a very honest person and would never do such a thing. I wished to return the item but wished for the return postage to be reimbursed as I should not be out of pocket for a damaged item. This is a way of refusing to take any blame from themselves by this accusation which I find deceitful.
As for saying the chips are minor or barely there in the photos, it is very clear from the photos that there are chips and they are much worse in real life. Trying to pass this off as part of the distressed look is also deceitful. The distressed areas are completely separate to the 2 very obvious chips.
Reply from Sweetdecor
Hi Jan, as we discussed in our emails together the images you shared to us were extremely minor if at all as we couldn't actually see any chips at all and it did feel you were simply trying to get a refund and keep the item. When an item is clearly damaged we refund our customers immediately, and always have done so. When it is the tiniest of things which is part of the actual products overall appeal we requested a return from you as per our terms then we could refund you happily as explained when we have the item back to us. We can check the item for resell or notify our suppliers to the faulty item if it is. In regards to resale we would and always notify our customers that it was slightly imperfect before purchase so we wouldn't just send them it as you have written. The item you ordered is beautiful and to us via the images you sent across there is nothing wrong with it to warrant a refund. It has zig zags all the way through it which is the look and the doesn't effect the product use at all. Sorry your feel your experience was what is was but we as a small business can't just give refunds when the item is absolutely fine. Have a good day, and as explained feel free to send the item back to us and you can receive your refund.