Dear Mr Gaspar,

Many thanks for your feedback and please accept my sincerest apologies for the problems you have experienced with your order.
Our records show that we booked you in for a delivery date within a month of you placing your order, and a week after receiving the items from our supplier. Unfortunately the items you received were damaged and I apologise for this. I can assure you this is not normal and I can only advise that the items were badly packaged by our supplier leading to their damage in transit at some point. We are currently working with our supplier to ensure they package their furniture to protect it more fully in future.
I can see that we asked you to email in photos for us to assess the damage, which is our normal procedure for dealing with damages. I understand that you then wished to cancel your order and have a refund and we advised that you would need to email our accounts department when the item was collected. Unfortunately there was a delay to your refund as we did not receive an email from you to advise that the item had been successfully collected.
Once we realised that you were chasing your refund we did our best to have it processed as soon as possible and this was actually done a week after the item was collected and way before the 30 day time limit for issuing refunds.
I can fully understand your frustration with the service you have received and can assure you this is not the service levels we aim to achieve, or indeed usually offer. Once again please accept my apologies,

Kind Regards

Robin Hunt,
Managing Director.


Dear Mr Gaspar,
Many thanks for your comments.
I am sorry if you feel that we have withheld information regarding the damage to your item. It is sometimes difficult to ascertain whether the item has been damaged in transit or is in fact manufacture fault or damage.
In this case you believe it was a workmanship issue and this may occasionally happen with the odd item. Otherwise the supplier of these items is normally very reliable and the items of furniture they produce are of exceptional quality. If this was not the case I can assure you we would stop dealing with them.
I am sorry in this case that you had a bad experience and I can only apologise for this.
Kind Regards,
Robin Hunt,
Managing Director.