Eqclusive  レビュー 161

Eqclusive からの回答

2024年12月18日

Dear Vanessa,

Thank you so much for your kind words and for taking the time to share your experience. We’re thrilled to hear that you were kept informed throughout the process and that your parcel arrived earlier than expected in perfect condition! Customer satisfaction is our top priority, and your feedback lets us know we’re on the right track.

We look forward to serving you again in the future.

Warm regards,
Aleksandra

Eqclusive からの回答

2024年12月16日 に更新

Dear Nicola,

Thank you for taking the time to update your review and share your perspective. I appreciate the opportunity to provide further clarity regarding this matter.

Firstly, I would like to reiterate that we take customer feedback seriously and strive to ensure transparency and professionalism at every stage of our service.

Regarding your concerns about the checkout process:

At the time of your order, the displayed currency at checkout was in Polish Zloty (PLN), reflecting our recent operational transition to Poland. While this was outlined on the website, we acknowledge that it may have caused confusion, and we have since clarified this further for all customers.
On the matter of the shipping charge:

As confirmed, the initial charge included separate shipments due to stock limitations in the UK, which was explained in our initial communication. Upon your request, we promptly provided alternative solutions to streamline shipping costs, which you accepted.
On the refund of £9.61:

The refund was processed on 7th November 2024 to the PayPal account associated with your order.
Following your report that the refund had not appeared, we immediately escalated the issue with PayPal and, as a precautionary measure, reissued the refund on 15th December 2024. This was done to ensure your satisfaction without further delay.
We deeply regret that our initial emails did not reach your expectations. I must, however, clarify that at no point was the tone of our communication intended to be aggressive or threatening. Our goal was solely to address the matter efficiently and provide clarity where possible. As a business with over 10 years of service, we value fairness and professionalism in all customer interactions.

Furthermore, it is important to note that we acted promptly once notified of the issue:

Refund processing and reissuance were prioritised.
We investigated and escalated matters with PayPal to ensure no oversight occurred.
Clarifications about the checkout process and charges were provided in detail.
While we regret any distress caused by the tone you perceived, I can assure you that our intention has always been to resolve your concerns transparently and professionally.

We value your loyalty as a returning customer and appreciate your acknowledgment of our products. I hope this clarification assures you that Eqclusive has acted with integrity and diligence to resolve this matter fully.

Eqclusive からの回答

2024年11月12日

Dear Mr Curzon,

We acknowledge your recent review and previous remarks. We regret any dissatisfaction arising from your transaction in December 2023. As previously communicated, our unsubscribe processes are fully compliant with GDPR requirements, and we are actively investigating any unresolved matters.

Our Terms and Conditions, available on our website, clearly outline our policies concerning inventory availability and refund procedures. The relocation of our operations was undertaken to enhance the efficiency and quality of our services globally, and not to circumvent any consumer obligations.

Given that two of your five Trustpilot reviews pertain to a singular experience with us, this pattern may be construed as potentially vexatious. We respectfully request that any further communications be directed to us directly.

Eqclusive からの回答

2024年9月30日

Dear Megan,

Thank you for your feedback. I am disappointed to read your review, particularly as we have been in communication regarding the issues raised.

To clarify, there was an unfortunate delay due to personal circumstances, which I have communicated transparently. Contrary to the statements made, I have only experienced one serious accident, and I am happy to provide hospital documentation to substantiate this, should you require it.

Furthermore, we are still awaiting the return of the items. Once we receive them, I will be happy to process your refund immediately, as previously discussed.

I remain committed to resolving this matter as promptly and professionally as possible.

Kind regards,
Marta

Eqclusive からの回答

2024年8月28日

Dear Emma,

Thank you for sharing your experience, and I sincerely apologize for the confusion and frustration you've encountered. I want to clarify what happened and assure you that we deeply value your business.

First and foremost, we regret the mistake made in our communication regarding your order. Unfortunately, one of our employees mistakenly initiated a refund instead of processing the shipment. I understand how this has led to confusion, especially after you were informed that your items were about to be shipped.

We did send a follow-up email explaining the situation, including that both items are indeed available. However, we need to exchange one of the items for a different whip due to an inventory issue. I apologize if this was not clear or if you did not receive this message.

We take full responsibility for the lack of clear communication and the inconvenience it has caused. Your satisfaction is extremely important to us, and we're committed to making this right. Please feel free to reach out directly, and we'll ensure that your concerns are addressed promptly.

Thank you for your previous support, and we hope to restore your confidence in our service.

Warm regards,
Marta

Eqclusive からの回答

2024年8月28日

Dear Hels,

Thank you so much for your kind words and for being a loyal customer! I'm delighted to hear that you've consistently had a great experience with our products and services. It's always a pleasure to serve customers like you who appreciate quality and efficiency.

If there’s anything more we can do for you, please don’t hesitate to get in touch. We look forward to your next visit!

Warm regards,
Aleksandra

Eqclusive からの回答

2024年8月7日

Dear Megan,

We are truly disheartened to receive your 1-star review and deeply regret that your experience has not met your expectations.

We understand your frustration regarding the additional shipping fee and wish to provide some clarity. As per our terms and conditions, Eqclusive operates on a Delivery Duty Unpaid (DDU) basis. This policy stipulates that the buyer is responsible for any import duties, taxes, and customs charges required to release an order from international customs. These charges can vary significantly depending on the country, and we recommend consulting your local tax office to understand any applicable fees. We apologize if this information was not clear.

Your order, placed on 29th July 2024, was promptly dispatched the following day via Royal Mail. We strive to process and ship orders swiftly, and it appears your package was delivered in an exceptionally timely manner.

Our commitment to providing excellent customer service remains unwavering, and we are keen to ensure your satisfaction. If you have any further questions or require assistance, please do not hesitate to contact our customer service team directly at contact@eqclusive.com with your order details and reference number #52196. Your understanding and cooperation are greatly appreciated.

Thank you for choosing Eqclusive.

Eqclusive からの回答

2024年8月28日

Dear Lottie,

Thank you for your kind review! I’m delighted to hear that you were pleased with the swift delivery and the quality of our items. It's always our goal to provide both speed and excellence in service, and it's wonderful to know we’ve met your expectations.

If there’s anything else we can assist you with, please don’t hesitate to get in touch. We look forward to your next visit!

Warm regards,
Aleksandra

Eqclusive からの回答

2024年8月28日

Dear Sue,

Thank you so much for your wonderful review! I’m thrilled to hear that you’re enjoying our products and that our service met your expectations. Your recommendation means the world to us and motivates us to continue providing the best for our customers.

If you ever need anything else, please don't hesitate to reach out. We look forward to serving you again in the future!

Warm regards,
Aleksandra