Gazeboshop レビュー 85

Gazeboshop からの回答

2021年8月8日

Hello, Thank you for your feedback. We take customer satisfaction very seriously here at Gazeboshop. We are very sorry to hear that you were not satisfied with the service that you received from us on this occasion.

To clarify, you placed an order with us on Easter Sunday (4th April) and we contacted you at 10.25am on our first day back in the office, Tuesday 6th April to advise you that the stock colour you had purchased was unavailable and offered alternative colour options. You replied asking for swatches (at 11.21am) of which we supplied you with at midday, unfortunately we then didn’t get confirmation from yourself until 13.33pm on the 6th (after our cut off time of 1pm). Therefore your order wasn’t dispatched from our warehouse until the following day, Wednesday 7th.

To address your point regarding delivery, in some areas couriers are taking 48 hours to deliver goods (sadly something which is out of our control and is stated on our website). We did our best to keep you updated with the status of your delivery. We are sorry that your order was then only part-delivered on April 9th and as a result you rejected. As my colleague explained to you on the phone at the time of delivery, refunds aren’t processed until the goods arrive back with us (which can take 3-5 working days). A refund was issued by us on Friday 16th and can take between 5-7 days to clear - this is very much down to your card processing company, not us.

Kind regards,
Sam (Gazeboshop)

Gazeboshop からの回答

2021年8月8日

Hi Luke,

We were very sorry to learn of the damage caused to your gazebo during the adverse weather conditions the country has recently endured.

As we explained to you on the phone and to quote what is clearly stated within our website’s terms and conditions:

“Gazeboshop’s warranty does not cover damage caused to its products by adverse weather, wind, rain, snow or other forces of nature, accidents, improper assembly or dis-assembly or adjustment during set-up or take down, or any abuse, misuse or neglect by the user.

Our gazebos are not permanent structures and should not be left unattended for prolonged periods of time. We do not advise you assemble or disassembled your gazebo during adverse windy weather conditions. Damage caused by incorrect use or incorrect anchoring of gazebos in severe weather or through improper use is NOT covered by our warranty.”

You yourself admitted on the phone the gazebo was left both unattended and assembled overnight AND during the adverse weather conditions the country has endured over the last few days. It is clear from the images we received that the damage caused to your gazebo was due to excess water build up on the roof canopy. This only usually happens when the canopy is not properly tensioned and with the excessive levels of rainfall we have received caused excess weight to be loaded onto the gazebos framework. This would have put significant strain on the framework resulting in the damage caused.

We take customer satisfaction very seriously at Gazeboshop and strive to provide our customers with the best possible products and level of service we can.

We are sorry that on this occasion you were not satisfied with the service that you received from us. We endeavour to rectify problems with customers both promptly and professionally (on the rare occasion that something goes wrong) as we tried to with yourself on the day this was brought to our attention. As a gesture of goodwill, we offered to send out replacement truss bars which would have enabled you to repair the gazebo, however this offer was refused. You then proceeded to tell us you would rather post negative comments/reviews unless you were to receive a completely new gazebo frame. It was at this point it became apparent that it was best to end the conversation.

As I have already explained to your wife, Laura we ask customers to submit reviews through our trusted reviews site and for this reason we don't have the reviews functionality live on our Facebook page. This allows us to not only be proactive but also responsive to customers feedback both positive and negative.

Kind regards,
Sam
Gazeboshop