Maison d'Amber レビュー 79

Maison d'Amber からの回答

2025年6月17日

Hi Wendy,
Thank you for your feedback. Just to clarify for others reading this — we have already cancelled your order and refunded the full amount as requested.

We always aim to respond as quickly as possible via email and never refuse to provide information — in this case, there was a miscommunication. Your order number and cancellation confirmation were shared with you just now.

If there’s anything else we can assist you with, we’re happy to help.

Warm regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月15日

Hi Ruth,

We’re sorry to hear you were disappointed and appreciate you sharing your experience.

To clarify: our return policy — including the use of our central warehouse in China — is outlined on our website. While your case was under PayPal review, we offered several resolution options (including partial refunds) in good faith, as many customers prefer to avoid the high cost and long wait of international returns.

Once PayPal ruled in your favour, we immediately processed the full refund as required and closed the case respectfully.

We’re a genuine business doing our best to offer fair service and transparent communication, and we regret that this didn’t meet your expectations.

Best regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月13日

Hi Grace,

We’re very sorry to hear about your experience and truly regret the delay and inconvenience.

While we always aim to keep stock information accurate, unexpected production delays can occasionally occur. We completely understand your frustration and apologize for the lack of earlier communication.

That said, we’ve just checked your order and can confirm that your parcel is now on its way. You’ll receive tracking updates shortly, and we genuinely hope you’ll love the item once it arrives.

If you have any further questions, feel free to reach out to us at support@maisondamber.com — we’re here to help and happy to assist further.

Warm regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月13日

Hi Julianna,

Thanks for your feedback. We’ve just sent you an email confirming that your order has been cancelled and your refund is being processed. Please don’t hesitate to reach out if you have any further questions.

Warm regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月13日

Hi Louise,

We’re sorry to hear about your disappointment.

Just to clarify: we do offer returns within 30 days, and all return guidelines — including customs details — are clearly outlined on our website prior to purchase. We work with one central warehouse near our fabric suppliers to reduce overproduction and support a more sustainable supply chain.

We’re always here to help if something doesn’t meet expectations — feel free to email us at support@maisondamber.com, and we’ll do our best to assist you.

Kind regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月13日

Hi L. Fahy,

We’re sorry to hear you’re disappointed — that’s never the experience we want to deliver.

Just to clarify: we clearly state on our website that all orders ship from our eco-conscious warehouse in China. Our delivery estimate is 7–12 business days from dispatch, and we're always here to help if anything arrives late or incorrect.

If there are any missing or wrong items, please reach out to us directly at support@maisondamber.com with your order number and photos — we’ll make sure it’s resolved properly.

Thank you,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月10日

Hi Lilian,

We’re genuinely sorry to hear that your expectations weren’t met. That’s never the experience we hope for any of our customers.

Each item on our website is shown in detail through both product photos and descriptions, and we do our best to ensure accurate sizing information is provided. We understand, though, that fit and material preferences can vary, and we’re sorry to hear the dress didn’t suit your needs.

Your feedback has been noted, and we’re always working on improving where we can.

Warmly,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月10日

Hi J. Parkin,

We’re truly sorry to hear that your experience didn’t meet your expectations. We never want any of our customers to feel disappointed.

That said, we do our best to communicate all return conditions transparently. Our return policy — including that international return costs are the customer’s responsibility — is clearly stated on our website and accessible before checkout. Like many global brands, our return address isn’t listed publicly for security and logistics reasons.

The partial refund you were offered was meant as a gesture of goodwill, not as a final option. A full refund is always available if the return is made according to our policy.

We understand this situation was frustrating, and we sincerely regret the inconvenience caused.

Warmly,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月10日

Hi Stacey,

We’re truly sorry to hear that you were disappointed with your order.

However, we’d like to clarify that all our dresses are photographed and described as accurately as possible, and every item is quality-checked before shipment. If there is ever a mismatch or concern, our customer service team is always happy to assist — including offering return and refund options.

In your case, our team offered a partial refund as a gesture of goodwill when you preferred not to return the item. But we absolutely always give customers the choice to return the product for a full refund — no one is forced to accept a partial refund if the item is not as expected.

Warm regards,
Team Maison d'Amber

Maison d'Amber からの回答

2025年6月10日

Hi Chloe,

We’re sorry to hear that you're disappointed, and we absolutely understand your frustration.

However, we’d like to clarify a few important points for accuracy:

We are fully transparent about our return process which is clearly stated in our Return & Refund Policy on our website before purchase. We’ve done our best to offer fair options: customers are always welcome to return products for a full product refund, or opt for a partial refund without needing to ship the item back. That choice is entirely up to the customer.

We also provide tracking for all parcels, and communication is always available via email. We take every customer message seriously and do our best to respond promptly.

It’s unfortunate that your experience didn’t meet your expectations and we are very sorry for the inconvenience caused.

Kind regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月6日

Hi there,

We’re really sorry to hear you haven’t been able to reach us — that’s absolutely not the experience we want for our customers.

Please email us directly at info@maisondamber.com, and we’ll look into this for you as a priority. We’re here to help and want to resolve this as quickly as possible for you.

Warm regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月6日

Hi Emma,

Thank you for your review — we’re very sorry to hear you were disappointed, and we appreciate the chance to clarify things.

We want to be clear that you are absolutely welcome to return the item for a full refund, as per our return policy. We don’t require customers to keep unwanted items — and we do not withhold refunds when returns are made in line with our policy.

The 10% partial refund we offered was simply an optional gesture, in case you preferred to keep the dress and avoid the effort of returning it. It was never meant as your only option.

We understand you’ve been waiting for the return instructions and we’ve now followed up again directly with the full return address. Once your return is received, we’ll process your refund promptly.

Again, we’re really sorry for the frustration this has caused and hope we can resolve it to your satisfaction.

Warm regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月3日

Hi there,

We're so incredibly sorry to hear about your experience — this is absolutely not the standard we strive for, especially when it concerns such an important moment like a wedding.

We’d love the chance to make this right for you. Could you please send us an email at info@maisondamber.com with your order number? Our team is on standby and will prioritise this immediately.

We truly appreciate your patience and would be more than happy to find a proper solution together. You deserve better than this, and we’re here to help.

With warmest regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月3日

Hi Marianne,

We’re truly sorry to hear that your experience didn’t meet expectations.

While we understand your frustration with the shipping time and fit of the Lisette dress, we want to clarify a few things for future customers reading this:

🕐 Shipping Time: We clearly communicate on our site that our standard delivery takes 7–12 business days due to our international fulfillment process. Unfortunately, customs or carrier delays can sometimes extend that — and for that, we sincerely apologize.

📦 Returns Policy: Like many small online retailers, return costs are currently at the customer's expense, but we are actively working on improving this to create a smoother experience.

💬 Support & Resolution: Our support team always tries to offer fair solutions — including full refunds when items are returned — and a 10% goodwill discount is just one of the gestures we offer for the inconvenience caused.

Warm regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年5月30日

Hi Mrs. Young,

We’re really sorry to hear that the sizing didn’t work out and that you felt unsupported in the return process — that’s absolutely not the experience we want to create.

Please rest assured: returns are absolutely possible with us. We offer full refunds for returned items as long as they meet our return conditions. We're always here to help guide you through that process and never want any customer to feel like they’ve “thrown money away.”

Thank you for your feedback — we truly take it to heart and are working every day to improve our service.

Warm regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年5月30日

Hi Michelle,

We’re so sorry to hear that your order didn’t meet your expectations — especially when it was meant for a special occasion. We completely understand how frustrating and disappointing that must feel.

Just to clarify: the 10% refund you mentioned was simply one of the options we offer for customers who might prefer to keep the item without the hassle of returning it. But please rest assured — you're always welcome to return the item for a full refund. That option is absolutely still available to you.

We’re truly sorry this experience has left you feeling let down. Your feedback means a lot to us, and we’ll make sure to use it to improve the way we communicate and support our customers.

Warmest regards,
Team Maison d'Amber

Maison d'Amber からの回答

2025年5月30日

Thank you so much for your lovely review, Denise!

Team Maison d'Amber

Maison d'Amber からの回答

2025年5月30日

Thank you so much for your lovely review, Sebastian!

Team Maison d'Amber

Maison d'Amber からの回答

2025年5月30日

Hi Michelle,

We're truly sorry to hear that the sizing wasn’t as expected and that you felt uncertain about the return process. That’s never the experience we want to create.

To clarify, we do accept returns and issue full refunds for returned items that meet our return policy — no exceptions. The 10% refund option is something we offer purely as an alternative for customers who prefer to avoid shipping fees or long return timelines, but it is absolutely not the only option available.

We understand how important trust and transparency are, and we appreciate you sharing your feedback so we can continue improving our service.

Warmly,
Team Maison d’Amber

Maison d'Amber からの回答

2025年5月25日

Hi Annabel,

Thanks for sharing your experience — we’re really sorry to hear that you’re upset.

To clarify: your order included three dresses. Two were shipped immediately, and our customer service team is currently in contact with you regarding the third item.

We also want to be very clear: you are absolutely free to return any items that don’t fit or meet your expectations. The 10% refund offer is optional, for customers who prefer to keep their items instead of returning them. It’s simply a gesture of goodwill — not a replacement for a proper return.

All return policies (including who covers return shipping) are clearly listed on our website. If you prefer to return any items, you’re more than welcome to — it’s completely your choice.

We always aim to handle each case with care and fairness, and we’re here to help if there’s anything else you need.

— Team Maison d’Amber