WallpaperMuralレビュー 

WallpaperMural からの回答

2024年4月5日

Hi Samira,

Thank you for your review.

We are disappointed to hear that your wallpaper did not meet your expectations.

Looking back at our conversations, you stated that the 'first time it was cut by mistake so (you) had to re-order it'. This wallpaper has cost more than it should have due to errors caused by your decorator during installation.

From the photos you had sent over of the second attempt at installation, the issue is not the joins themselves, but the dirty finger marks found on the paper in the middle of some drops. The finger marks are clearly visible in the photos. These finger marks have been caused during installation which is out of our control. I understand that you have used this decorator in the past but this same decorator incorrectly cut the first batch of the wallpaper and then marked the second batch. This isn't something we can be held responsible for.

We did discuss a resolution and we were happy to offer you a significant discount on a reprinted wallpaper. However, fixing the issue did not seem to be a resolution, you only wanted a refund despite leaving leaving the wallpaper up on the wall.

We have been selling this same paper type for years with little to no complaints from thousands of orders, installed by a mixture of thousands of decorators as well as consumers themselves. I can assure your our paper is far from low quality. It is a premium non-woven wallpaper that is equivalent to the papers used by brands charging significantly more than us.

I am sorry that we could not resolve this issue further, however, we did not receive a reply to our last email so we did not know this issue was on going, especially considering our last email correspondence was over 7 months ago.

Kind regards,

WallpaperMural

WallpaperMural からの回答

2024年3月27日

Hi Zhara,

Thank you for your review. However, we feel as though this is a little unfair. You ordered both of your murals 8 hours and 35 minutes apart to be exact, which is the same working day. Furthermore, you ordered both murals to the same delivery address. If you had ordered both murals to separate delivery addresses, then we would have shipped each mural in a separate box for you.

I can assure you we are not cutting corners, we are just trying to reduce our carbon footprint. Many other online companies would also combine orders to the same customer and same delivery address if possible. We have already offered, if it is absolutely necessary, that we can send an empty box to your address so you can transport one of the orders to the other address.

We will continue to ship outstanding orders to the same customer and address in a single parcel if possible as a continued effort to help reduce our footprint.

Kind regards,

WallpaperMural

WallpaperMural からの回答

2023年9月22日 に更新

*Update*

Unfortunately, we have still not had a response from the customer in relation to this order. Prior to this review we had already offered a free re-print at a different scale which would have solved this issue.


Hi Danielle,

I am very sorry to hear that you are disappointed with your wallpaper. As we have explained over email, the reason in which your wallpaper is not as clear as usual is because you have ordered this non-repeating photographic wallpaper to stretch across all four walls. The design you ordered consists of a very high quality photograph that we have never had a complaint about previously. In fact, we have even installed this mural in our office due to quality of the photograph as per the images we sent over in the email chain.

Furthermore, we offer samples and free digital proofs which accurately show the image quality before ordering. We always advise, when ordering a mural of this size, to order a sample or a free digital proof beforehand. In relation to the viewing distance, that is the Industry standard advice in decorating and the wallcovering industry. Any wallpaper will look more blurry when examining it at a viewing distance of 20 cm.

As per our last email, we are offering to reprint the mural free of charge, however, this time we can make the mural repeat around the room which will significantly decrease the scale of the photograph, thus, significantly improving the quality of the image. If you could possibly email us back in relation to this we can get this issue resolved as soon as possible.

Kind regards,

WallpaperMural

WallpaperMural からの回答

2023年7月3日

Hi Kayla,

Thank you for your review.

We are sorry to hear that you are disappointed with your wallpaper. Unfortunately, in this instance we cannot issue a full refund for your order. This is because the wallpaper you received is neither faulty or inaccurate based on the scale and colour of the design.

During the order process you previewed your wallpaper to scale based on the dimensions you entered in the previous step. We have checked your preview proof with our print file and the wallpaper you received as shown in the photo you sent over. It is clear that the wallpaper you received matched the preview and crop you chose exactly, it also matches the images on our website exactly.

WallpaperMural sells wallpaper murals which are scaled to fit a full wall. If the entire design on the sample were to be scaled to the size of an average wall, in the majority of instances, the sample would be useless as you would not be able to see the vast majority of the design on the sample. Furthermore, on the sample there is a highlighted area that clearly shows the mural blown up to scale.

We are deeply saddened and disappointed to hear that you do not love your wallpaper. We have been sympathetic and fair in trying to resolve this issue. We have offered a replacement at a custom scale that matches your vision at our expense as gesture of goodwill. If the wallpaper was in fact faulty or did not accurately represent the mural shown on our website we would be happy to offer a refund as part of our guarantee. A member of the team will be in touch to see how you would like to proceed.

Kind regards,

WallpaperMural

WallpaperMural からの回答

2023年7月2日

Hi Krister,

Thank you for your review.

Firstly, we do not say that our Heavy-Grade wallpaper is waterproof, unfortunately no wallpaper that actually contains paper is water-proof. As per our website, our Heavy-Grade wallpaper is a vinyl coated wallpaper that is not only water resistant but also anti-bacterial. If you would like I can send over the exact specification via email.

We do not use inkjet technology during our printing process, the uneven colour you are referring to is actually a gradient which is part of the design as we mentioned over email. In relation to the seams, we can see that parts of the paper are overlapped which is why they are clearly visible. Our Heavy-Grade wallpaper needs to be butt joined which helps to create the seamless effect.

A member of the team will be in touch to resolve your issue with the replacement. I do apologise for any inconvenience this may have caused.

Kind regards,

WallpaperMural

WallpaperMural からの回答

2023年5月22日

Hi Nina,

Thank you for your review. We are extremely sorry your order was delivered 1 working day late, we were at the time catching up from the bank holidays. We did speak to you and upgrade your delivery to a 10:30AM service free of charge to try and make up for this.

I'm not sure what you mean about the gaps - I have checked your print file and the image matches the crop that you chose on our website exactly. As everything we sell is custom size, it will not always match the product image depending on your dimensions. We do display what you will receive very clearly and to scale when you choose your crop.

Kind regards,

WallpaperMural

WallpaperMural からの回答

2023年5月18日

Hi Rodica,

Thank you for your review. I am disappointed to hear that you have had some issues with your wallpaper. We have had no contact from you in relation to this issue.

A member of the team will be in touch to discuss a replacement.

Unfortunately all walls have different surfaces and we cannot control what surface the wallpaper has been installed on. We have been using this adhesive for a number of years with a very low failure rate. If we made the adhesive any stronger there is a good chance it would damage the walls surface.

In relation to the extra material at the top, this cannot vary drop to drop as each file is made as a rectangular image. What you are seeing will either be caused by the fact that your ceiling is not straight or the first drop you installed is not straight. We add the additional 3cm to each edge to account for this eventuality and based on the fact that you still have material left over at the top means this is working.

Kind regards,

WallpaperMural

WallpaperMural からの回答

2023年5月24日 に更新

Hi Noga,

Thank you for your review. I am sorry to hear that some of your wallpaper has creasing. This will have happened during transit. A member of the team will be in touch to ask for some photos and to ask if you would like some replacement paper.

Kind regards,

WallpaperMural

Update May 24th:

Hi Noga,

We have indeed contacted you but we have had no response, perhaps our emails are going into your spam folder. We will send a follow up email so please keep an eye on both inbox’s.

Kind regards,

WallpaperMural

WallpaperMural からの回答

2023年4月20日

Hi Laura,

Thank you for your review.

I am sorry to hear that you are disappointed with your wallpaper. Based on the photos sent over via email the wallpaper looked as shown on our website. You ordered an ink blot wallpaper design which is created using drops of ink on paper, it is this effect that I believe makes you think that your wallpaper looks mouldy.

In regards to your email and the wallpaper bubbling, we did not say the wallpaper looked fine by any means. We replied stating that we would happily replace the wallpaper free of charge for you. We are still waiting on your reply to this email. A member of the team will follow up on this to confirm how you would like to proceed.

Kind regards,

WallpaperMural