Urgent Concern – Unsafe Parasol Purchased via Veepee
Dear Gaston Hortense Team,
I ordered a parasol through Veepee, and due to our ongoing garden renovation, we only opened it recently. To my disappointment, within just two weeks of use, the stand of the parasol broke completely. This is unacceptable quality, and certainly not what one would expect from a product being sold in Europe.
Not only is this a waste of money, but it is also a serious safety hazard. On a windy day, the unstable parasol nearly fell and almost hit our 2-year-old daughter. Thankfully, we managed to pull her away in time, but she was very shaken and frightened by the incident. I cannot imagine what could have happened if we weren’t there to catch it immediately.
This experience has left us very concerned, as we have invested in what turned out to be a dangerous and poorly designed product. We kindly request either a replacement with a product of reliable quality or a full refund.
I sincerely urge your company to carefully review the safety and durability of your products. Families with small children, like ours, deserve peace of mind when using items designed for outdoor living. I hope no other family has to go through what we just experienced.
Reply from Gaston & Hortense
Dear Mrs. May,
We are truly sorry to hear about your experience with the parasol ordered via Veepee, and we fully understand your concern. The safety and quality of our products are essential to us, and we deeply regret that this product did not meet your expectations.
In order to handle your request as a priority, we kindly ask you to provide us with your order number and, if possible, photos of the product and the defect observed, at the following address: sav@gastonethortense.com
This will allow us to quickly offer you an appropriate solution.
We take your remarks regarding safety very seriously, and they will be immediately forwarded to our quality team for verification with the manufacturer.
Once again, please accept our sincere apologies for this incident, and thank you for bringing it to our attention. We remain at your full disposal to support you in resolving this matter.
Best regards,
The Gaston & Hortense Team
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Bonjour Mme May,
Nous sommes sincèrement désolés d’apprendre votre expérience avec le parasol commandé via Veepee et nous comprenons parfaitement votre inquiétude. La sécurité et la qualité de nos produits sont essentielles, et nous regrettons profondément que ce produit n’ait pas été à la hauteur de vos attentes.
Afin de traiter votre demande en priorité, nous vous invitons à nous transmettre votre numéro de commande et, si possible, des photos du produit et du défaut constaté à l’adresse suivante : sav@gastonethortense.com
Nous pourrons ainsi vous proposer rapidement une solution adaptée.
Nous prenons très au sérieux vos remarques concernant la sécurité, et elles seront transmises sans délai à notre équipe qualité pour vérification auprès du fabricant.
Encore toutes nos excuses pour cet incident et merci de nous avoir alertés. Nous restons bien entendu à votre entière disposition pour vous accompagner dans la résolution de ce dossier.
Bien cordialement,
L’équipe Gaston & Hortense