Fermliving.com レビュー 179

Fermliving.com からの回答

2026年3月17日

Dear Rory,

Thank you for taking the time to share your feedback.

Our products are created to last many years, so we fully understand the disappointment regarding your Desert Lounge Chairs breaking after only 3,5 years.

We would like to clarify that your purchase was made through a retailer rather than our webshop, although you initially contacted our webshop customer service team. As they do not have access to orders placed via external retailers, they advised you to contact the retailer directly for assistance.

In the meantime, they also offered a discount code for our webshop and guidance on how to proceed with a claim through the retailer. It was only afterwards that they were informed that the retailer had gone into liquidation. As soon as this was brought to their attention, they promptly directed you to our UK B2B Sales Manager to help explore a suitable solution.

Fermliving.com からの回答

2026年3月17日

Dear Sarah,

We’re delighted to hear that you love your new product and that it has found a perfect place in your kitchen.

We’re also very pleased that your delivery experience met your expectations. We understand that ordering internationally can sometimes feel uncertain, so it’s great to know everything arrived smoothly and on time, and that the tracking provided peace of mind along the way.

We truly appreciate your feedback and hope to welcome you back again soon.

Fermliving.com からの回答

2026年3月17日

Dear Kate,

Thank you very much for your 5-star review!

We are glad to hear that you are happy with your purchase and hope to see you shopping with us again in the future!

Fermliving.com からの回答

2026年3月17日

Dear Hannah,

Thank you for taking the time to share your feedback. We’re very sorry to hear about your experience and understand how frustrating this situation has been.

Regarding the delivery, we would like to clarify that under UK law, couriers such as GLS are permitted to deliver a parcel to a neighbour or nearby business if the recipient is not available. We rely on GLS to use their judgement to select a safe and appropriate alternative delivery location when necessary. That said, we understand that in your case, the delivery location did not meet your expectations, and we are sorry for the inconvenience caused.

Following your report, we did offer a solution to resolve the matter. However, as this was not accepted, a chargeback was initiated before we had the opportunity to explore alternative solutions with you. Once a chargeback is opened, the process is handled externally, which limits the actions we are able to take until it is resolved.

While you informed us that the chargeback had been withdrawn, we unfortunately did not receive confirmation of this in our system at the time. We shared screenshots with you to demonstrate this and advised you to contact your bank directly so they could complete the process on their end.

As soon as the chargeback was officially withdrawn and reflected in our system, we proceeded with a full refund, which was issued on 27 February.

We regret that this process was not smoother and appreciate your patience throughout. Your feedback is important to us, and we will continue working to improve both our delivery experience and communication in situations like this.

Fermliving.com からの回答

2026年3月17日

Dear Mick,

Thank you for sharing your feedback. We truly appreciate you taking the time to do so.

We’re very sorry to hear about your experience. Delays in shipping, missing items, and damaged products are certainly not the standard we aim to deliver, and we completely understand how frustrating this must have been. This situation does not reflect the level of service we strive to provide.

Our customer service team has done their best to assist throughout the process. Unfortunately, the situation involved a significant amount of back-and-forth communication, which led to some confusion. We sincerely apologize for any inconvenience this may have caused and for not resolving things more smoothly.

Regarding the additional boxes of heavy bolts: based on confirmation from our warehouse, these were not included in the pallet shipped with your order. As they are not part of our products, we are unable to arrange their removal or take responsibility for them. We also followed up with the courier, who confirmed they had no record of these items.

On a more positive note, replacements for the missing and damaged items were arranged on several occasions, and order confirmations were shared with you. If you have not yet received these, we recommend checking your tracking information or contacting our customer service team, who will be happy to assist further.

We understand this has been a long and frustrating process. If at this stage you are still experiencing issues with your order, please let us know, as we are more than willing to work with you to find a fair and satisfactory solution.

Fermliving.com からの回答

2026年2月13日

Thank you for your feedback.

We are truly sorry to hear that your experience left you feeling frustrated. We completely understand how disappointing it can feel when a higher promotion becomes available shortly after placing an order.

Once an order has been completed in our system, we are unfortunately not always able to amend the applied discount or cancel it if processing has already begun. This is due to system limitations rather than unwillingness on our part. We always aim to apply promotions consistently and in accordance with our campaign terms.

We are also sorry if our communication came across as patronising — that is certainly not the experience we want to provide.
Your feedback is important to us, and we take it seriously.

Fermliving.com からの回答

2026年2月10日

Dear Jane,
Thank you for your review and kind feedback! We are very pleased to hear that your overall experience was good!

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2026年2月10日

Dear David,
Thank you for your 5-star review! We hope you enjoy your new products from us!

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2026年2月10日

Dear Stama,
We are truly grateful for your feedback and thank you for sharing your experience!

Fermliving.com からの回答

2026年2月10日

Dear Elena,
Thank you for your 5-star review! It's lovely to hear that your experience was good from start to finish!

Fermliving.com からの回答

2026年2月10日

Dear Rebecca,
Thank you for your review!
We are glad to know you had a good experience!

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2026年2月10日

Dear Jo, thank you for your 5-star review!

Fermliving.com からの回答

2026年2月10日

Thank you for your kind review! We are glad to hear that you are satisfied with the product and overall experience ordering with us.

Fermliving.com からの回答

2026年2月10日

Dear Anna, we highly appreciate your feedback and the time you took to write your review - Thank you!

Fermliving.com からの回答

2025年12月2日

Kære Trine,

Tusind tak for din fantastiske anmeldelse – den betyder virkelig meget for os!

Det glæder os at høre, at du har haft gode oplevelser med både vores produkter og vores kundeservice. Vi gør os umage for at være imødekommende og hurtige, når der opstår udfordringer, så det er dejligt at høre, at du har følt dig godt hjulpet hver eneste gang.

Tak fordi du tager dig tid til at dele dine oplevelser – og ikke mindst for din fortsatte tillid til Ferm Living. Vi ser frem til at hjælpe dig igen, hvis du får brug for det.

De bedste hilsner,
Ferm Living

Fermliving.com からの回答

2025年12月2日

Hello Ashy,

Thank you for taking the time to share your feedback. We are truly sorry to hear that your experience left you feeling disappointed - that is never the impression we wish to give.

We always aim to provide clear, accurate, and timely information regarding products. The product you enquired about is CE-tested which means it meets all relevant EU health, safety, and environmental requirements, as stated on the product itself. We apologise if this was not communicated clearly from the beginning and that the product specification was not available immediately. The busy period around Black Friday unfortunately caused delays in our replies, and we understand how frustrating this must have been, particularly when you hoped to purchase the item during the sale.

Regarding your interaction with our team, we certainly never intend to come across as rude or dismissive, and we are sorry if our communication did not feel as supportive as it should have.

We appreciate your feedback and the opportunity to improve, and we hope we may have the chance to assist you better in the future.