Dmodelkits レビュー 

Dmodelkits からの回答

2日前に更新

Dear Alvaro,

Your review does not accurately reflect the facts or the way we handled your complaint. We would therefore like to clarify the timeline and the actions taken by DModelkits.

Your order was placed on 1 August 2025, collected by DPD on 5 August, and delivered to you on 6 August 2025.

On 7 August, you contacted us through Facebook, which is not one of our official customer support channels. Nevertheless, we replied to you that same evening. During our conversation, you confirmed that the glue had arrived sealed. This indicated that the product had been dispatched in its original sealed condition, rather than the issue being caused by any mishandling on our part. We nevertheless took your complaint seriously and agreed to check our available stock and the possible solutions.

On 11 August, we informed you that we only had another glue product from the same brand available, featuring a black cap and a larger size. Despite this alternative being more expensive, we offered to send it to you free of charge, with no additional product or shipping costs. Alternatively, we offered to refund the amount paid for the glue that had arrived dried out.

At 19:53 on 11 August, you requested a refund, outside our normal business hours. Even so, your refund was processed just two minutes after we received your request, and we sent you proof of the transaction. We also explicitly informed you that you did not need to return the defective glue.

In light of these documented events, we cannot accept the suggestion that we ignored your complaint or failed to provide a solution. We replied despite being contacted through an unofficial channel, offered a more expensive replacement at no extra cost, and, when you chose a refund instead, processed it within two minutes—even outside our normal business hours. We did not require you to return the product or incur any additional expense.

At DModelkits, we take customer complaints seriously and make every reasonable effort to resolve them fairly and promptly. We believe reviews should reflect the complete facts and the actual outcome of a case. In this instance, the suggestion that you were left without a solution is inconsistent with the actions we took.

Kind regards,
DModelkits