Fiona Baker

Great Follow-Up Service
I’ve unfortunately encountered a few issues with my order, but these things can happen. What truly matters is how a company handles them, and Avalon exceeded my expectations.

Oliver, the co-owner, personally reached out to me via email and followed up with a phone call to resolve the problem. This personal touch, especially during such a busy time of year, was much appreciated, and I was very happy with the outcome.

The products I received are lovely, high-quality, and the perfect finishing touch for my table. I would definitely recommend Avalon and will use them again.

Very disappointed!
I wanted a bespoke board so contacted them to see if they could do it. They were very quick to reply and confirm they could and advised me to put the order through and they would bespoke. This wasn't done and now cant get hold of them. They don't reply so very quick to take an order but not resolve one.

DON’T USE – I THINK PEOPLE NEED TO BE MADE AWARE BEFORE DECIDING TO ORDER.

I ordered items in Nov, was told they would arrive Jan, then told they would arrive in Feb, then told they would arrive in March, and only because I kept chasing them.


First delivery was faulty. Then more trouble trying to get an exchange, their service was terrible and only after a lot of fuss and quoting statutory rights was it was escalated to a manager, who then arranged the exchange. This was not easy and a lot of stress and took over 2 weeks.


This exchange took some time to happen but eventually it was done – the new item arrived and had the same fault. So, this time we asked for full refund as didn’t want any of their goods or have anything further to do with them. They tried to worm their way out of this too. And we had to quote our rights as consumers before they did anything.


Items finally collected on the 4th May, 6 months after original order placed. But still no refund 10 days later so chased them up and found out it hadn’t been issued becuase their accounts manager was in hospital. Sorry, but if someone is sick - then someone else needs to do their job for them. Or at least they could have informed us their would be a delay in getting our refund.

In all of this no goodwill was offered, and we eventually got an apology but you could tell it wasn’t meant and just a standard reply. As a supervisor for an online company I would never treat a customer like this and be shocked if any of my team did.

TOTALLY DISGUSTED BY THE WHOLE SERVICE AND THEIR PRODUCTS.

What we're wondering is...were we massively unlucky? Because other people don't seem to have a problem with this company. But there can't be a coincidence in: 1) 4month delay on order, 2) sending faulty product, 3) replacing with faulty product, 4) trying their hardest not to offer refunds and exchanges, 5) not refunding us until we chased them.