Pimali レビュー 

Pimali からの回答

1日前に更新

Hi Vanessa — we're sorry this happened, and for readers we'd like to complete the picture, because nothing was lost here. A dispatch error during a recent warehouse transition meant the wrong item was sent on a number of orders, including yours — an error we're putting right on every affected order at our own cost. When you emailed, we replied the same day and offered a free priority replacement. You told us you'd rather not wait and preferred a refund — completely understandable — so we processed a full refund the same morning, and the item you received is yours to keep, with nothing to send back. For wider context: this issue is limited to a batch dispatched over roughly the last two weeks — we've delivered to more than 500 customers while building this brand, orders outside this batch shipped exactly as ordered, and we're fixing every affected one. Anyone affected gets the same standard: a free replacement or a full refund, your choice, arranged within one working day — pimali.co.uk/refund-and-replacement. — The Pimali Team

Pimali からの回答

1日前に更新

Hi Kim — thank you for providing your details through Trustpilot, as we've now been able to match your review to a real order. For clarity on the delay: your emails quoted order #55676 and the reference you gave Trustpilot was #55682 — both belong to other customers, which is why our searches couldn't locate your purchase. Your actual order is #55672, placed under a different email address than your first messages came from. Once matched, we resolved it the same day: a fulfilment mix-up meant the wrong item was dispatched, and a full refund of £54.99 has now been processed to your original payment card — the item is yours to keep, nothing to send back. We're also fixing the phone line issue — email reaches us fastest. — The Pimali Team

Pimali からの回答

1日前

Thank you, Shirley, and we're sorry this happened. As you mention, a fulfilment mix-up meant the wrong item was dispatched instead of what you ordered — that's entirely our error. We're glad we could put it right the same day: a full refund, with the item yours to keep rather than asking you to post anything back. We appreciate you noting the quick response, and we're sorry the experience needed fixing at all. — The Pimali Team

Pimali からの回答

1日前に更新

We'd like to look into this properly, but this review was posted without a name or order number, so we can't match it to any order — we've requested those details through Trustpilot and are waiting to hear back. What we can say: a recent fulfilment mix-up during a warehouse transition meant some customers received the wrong item, and every affected order qualifies for a free priority replacement or a full refund, with nothing to send back — sizing issues included. This issue is limited to a batch dispatched over roughly the last two weeks — we've delivered to more than 500 customers while building this brand over a long time, orders before and outside this batch shipped exactly as ordered, and this is the first issue of its kind we've faced. We're fixing it on every affected order at our own cost. If this is your order, please email support@pimali.co.uk or use pimali.co.uk/refund-and-replacement and we'll resolve it within one working day. — The Pimali Team

Pimali からの回答

1日前

Thank you, Ian — this made our day. Really glad both pairs landed well and that you're happy with the prices too. Enjoy them, and we'd love to see you back at Pimali anytime. — The Pimali Team