eastlondonparasols.com Avis 19

Réponse : eastlondonparasols.com

20 août 2025

Good Afternoon Andria. Thank you for taking the time to share your positive experience. We’re delighted to hear that you are happy with your parasol. They are glamorous and gorgeous and we are so happy you like them- your review has made us very happy!

We strive to provide excellent customer service, and we’re glad that we were able to assist you. Your 5-star review brightens our day and serves as a constant reminder of why we love what we do.

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

26 juin 2025

Thank you for taking the time to share your positive experience. We’re delighted to hear that you are happy with your parasol. They are glamorous and gorgeous and we are so happy you like them- your review has made us very happy!

We strive to provide excellent customer service, and we’re glad that we were able to assist you. Your 5-star review brightens our day and serves as a constant reminder of why we love what we do.

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

25 juin 2025

Dear Victoria,
Thank you for being so lovely about the parasols and we are truly sorry that this situation has arisen.

Our handcarved stone round bamboo bases weigh 27kg which will support a 200cm width parasol in normal weather conditions. We state on our website for the base you bought that it “"weighs around 27kg. This base has no screw fitting to tighten the fit, please do not use the parasol and base in windy conditions or on uneven surfaces.”

You contacted us 3 weeks after delivery to say your 27kg base had fallen over and broken when moved, but there was no mention of any damage to the base when it was delivered, and this damage could well have been caused by the incident you highlighted to us.

We are so sorry that your base broke in the incident but we can’t take responsibility for how products are handled post purchase and it is the reason why we advise on best practice and use in our handy guides. We are really are genuinely sorry about your situation.

Elements such weather and how our parasols are used once our products are delivered is out of our control. All we can do is provide detailed information on our website, our FAQs and on the product pages to urge people not to use them in windy conditions to avoid parasols blowing over in the wind. We don’t like seeing our beautiful products damaged, or upsetting valued customers - but we can’t take responsibility for damage caused by weather conditions & misuse.

We have tried to reach a positive resolution with you, we have called, spoken to you on the phone, emailed and even offered you vouchers to try and create a happier situation. We are sorry that you have felt you needed to leave a negative review but as small independent brand we are trying our best to resolve this for you.

All the very best,
Carly
Customer Service Manager

Réponse : eastlondonparasols.com

13 juin 2025

Dear Lucy,
Thank you for taking the time to share your positive experience. We’re delighted to hear that you are happy with your parasol. We are so happy you like it - your review has made us very happy!

We strive to provide excellent customer service, and we’re glad that we were able to assist you.

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

22 avr. 2025

Dear Fidan,

Thank you for your review. We are terribly sorry to hear you are unhappy. Your order was placed in March 2024 for a Terazzo parasol base. You contacted us nearly a year later on 11th March 2025 to say that the base had disintegrated. I replied to your email and explained that our Terazzo base is moulded from natural materials and they are not frost proof and should be covered up or be brought inside during winter months, as stated in the FAQs on our website. The winter we have just had was extremely harsh which has caused damage to your base. We had not heard back from you in over a month and so I called to offer you a replacement base at cost price as a solution, but you turned our offer down.
We are extremely sorry that you are not happy and would love the opportunity to try and resolve this issue for you.

All the very best,

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

13 févr. 2025

Dear Kate,

Thank you for taking the time to share your positive experience. We’re delighted to hear that you're enjoying our parasols. They are glamorous and gorgeous and we are so happy you like them- your review has made us very happy!

We strive to provide excellent customer service, and we’re glad that we were able to assist you. We hope you continue to enjoy them for many years to come.

We truly appreciate your continuous support and trust in us. Your 5-star review brightens our day and serves as a constant reminder of why we love what we do.

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

27 janv. 2025

Thank you for taking the time to share your positive experience. We’re delighted to hear that you are happy with your parasol. They are glamorous and gorgeous and we are so happy you like them- your review has made us very happy!

We strive to provide excellent customer service, and we’re glad that we were able to assist you.

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

Actualisé le 12 déc. 2024

Dear Charlie,

Thank you for taking the time to share your positive experience. We’re delighted to hear that you're enjoying our parasols. They are glamorous and gorgeous and we are so happy you like them- your review has made us very happy!

We strive to provide excellent customer service, and we’re glad that we were able to assist you. We hope you continue to enjoy them for many years to come.

We truly appreciate your continuous support and trust in us. Your 5-star review brightens our day and serves as a constant reminder of why we love what we do.

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

Actualisé le 12 déc. 2024

Dear Mark,

Thank you for your review. Your emails to us raise different issues to the ones you have written on Trustpilot. We would like to assure you that we take pride in the craftsmanship of our products, we have worked with groups of artisans and craftspeople for over a decade and we are proud of what we make together.

When you emailed us mid August you were concerned about the box being opened and resealed, some scuffed supports, some small marks on the pole and you mentioned the canopy bags.

We emailed you back apologising for what must have been a lapse in our usually very high quality checks- we immediately contacted our warehouse to investigate why these small marks were present on the frame and one on the canopy. We offered to collect the parasol at our own expense and to refund you in full. You didn’t mention any damage to the box but commented that it had been opened so we explained that the box had been resealed as we store our frames in double walled cardboard boxes and assemble each parasol to order and reuse the frame box. We also explained that our turquoise coloured canopy bags are made specifically for us and not off the peg- however we have changed this to a taupe fabric for 2025 as customers said they wanted a colour that blends into their garden- we are a tiny company and we take our customers’ feedback on board.

You refused to accept our offer to collect the parasol and refund you despite us imploring you to let us reclaim a product that we were not happy with being out in the world.
We have apologised, taken your feedback on board and corrected the small quality issue, repeatedly offered you refund and return at our expense, and yet you have left us a bad review with some personal accusations which are untrue. Our emails offering a refund have gone unanswered. This is a sad situation and we would prefer to have reached a resolution with you as we want everyone to be happy,

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

Actualisé le 12 déc. 2024

Dear Petah,

Thank you for your feedback. We are sorry for the delay in responding, we have recently expanded our Customer Service team so we can offer better assistance. We are sorry to hear that you experienced fraudulent activity but I can reassure you that this had nothing to do with our company- we have no access to customers' payment details, your order was placed through Shopify, which is a highly reputable platform used by major corporations such as the BBC and Netflix. You mentioned in your emails that Evri contacted you but I would like to clarify that we have never used Evri as a delivery service.

I’m sorry to hear you had a frustrating experience, and I really appreciate you bringing this issue to our attention. I can see from your order that the delivery was made a few days later than expected, I am deeply sorry for this and any inconvenience caused. We have made a number of changes since your review, we have moved warehouse and changed our pallet courier as we had been let down by their service- we are truly sorry that you experienced such a frustrating situation.

All the best

Carly
Customer service Manager

Réponse : eastlondonparasols.com

Actualisé le 12 déc. 2024

Dear Amanda,

Thank you for taking the time to share your positive experience. We’re delighted to hear that you're enjoying the napkins. Your review has made us smile- thank you! We are so happy you are happy.
We strive to provide excellent customer service, and we’re glad that we were able to assist you promptly.

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

12 déc. 2024

Dear Elizabeth,

Thank you for your review. We have contacted by email to request that you kindly revisit your review. Your feedback was posted over a weekend when our office was closed. We replied to your email on the Monday and sent you a new parasol of your choice which you were happy with. We were very happy to have helped you :)

You contacted us by email 6 weeks after delivery and we replied the next day apologising that you discovered your parasol in this condition. We agreed that the damaged parasol should not have been sent to you and we launched an investigation into our quality control process following your email. We offered to send you either a replacement canopy for your parasol or a brand new parasol. As you requested we sent you a new parasol, and we arranged and covered all costs of the collection of the damaged parasol and redelivery of the new one.

We are a tiny company and we do openly admit we do not have a phone number so we ask our customers to email us and provide our working hours on our website contact page. We are good at getting back to people Monday-Friday between 9-5 and we take time with our families over the weekend. We are looking into getting a phone number, we would like to make sure we have the capacity to answer calls before opening up a new channel of communication- we understand customers may want to call and it is high on our priority list.

Thank you for giving us the opportunity to resolve your issue! We want to again apologise for any inconvenience that happened. Your review is really valuable to our business, and we would be grateful if you can please consider updating the review to reflect your most recent experience with our business.

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

Actualisé le 12 déc. 2024

Dear Roisin,

Thank you for sharing your feedback. We are sorry for the delay in responding, we have recently expanded our Customer Service team so we can offer better assistance. We wish you’d emailed us so we could help you but we have no record of any correspondence about your order.
We are aware that there is a particular way to open the round bamboo parasols so we provide a leaflet with each parasol with instructions for opening it, and we have information about this on the website, Instagram and YouTube- You can see a video demonstration- VIDEO HERE.

We don’t have your order details but it sounds as if you have a round bamboo parasol- these are handmade in Bali by artisans in over 20 separate stages using natural materials and cloth.
We provide detailed care instructions for our parasols on each product page on our website, and our FAQ pages. Our parasols are all named after divas known internationally or personally (!) They are intended primarily as sun shades and handmade from wood with hand painted decoration- these are works of artisan art. The British weather is capricious and a few splodges of rain are fine, however for the longest and happiest life for a parasol we advise you to bring them inside during inclement weather as water can damage the handpainted inks.

We are sad you didn’t email us to resolve this, we like to help- we really want our customers to be happy!

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

Actualisé le 12 déc. 2024

Dear Jane,

Thank you for sharing your feedback. We are sorry for the delay in responding, we have recently expanded our Customer Service team so we can offer better assistance. We wish you’d emailed us so we could help you but we have no record of any correspondence about your order.
We are aware that there is a particular way to open the round bamboo parasols so we provide a leaflet with each bamboo parasol with instructions for opening it, and we have information about this on the website, Instagram and YouTube- You can see a video demonstration- VIDEO HERE.
The gilded design on our round bamboo parasol is painted by hand, and each parasol is named after a diva as they require some careful treatment. They are intended primarily as sun shades, a few splodges of rain are fine however for the longest and happiest life for your parasol we advise you to bring them inside during inclement weather as water can damage the inks.

We always aim to deliver a great experience, and we are saddened when we don’t meet expectations. I’m sad that we didn’t get the opportunity to help you.

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

Actualisé le 12 déc. 2024

Dear Jay,

Thank you for your review. We are sorry for the delay in responding, we have recently expanded our Customer Service team so we can offer better assistance.

We try to be upfront with the shipping costs on our website - we note on the product pages and our delivery pages that sometimes there may be additional charges for international orders, this is because our products are large and heavy and the international shipping prices can change. We keep customers informed about any additional costs incase they decide not to proceed with their order. We do not make any profit on shipping costs and use reputable couriers to ensure our goods are handled with care, this does come at a premium. We wish it was cheaper and simpler to export from the UK!

The best way to check exactly how much shipping would cost would be to go to our website and select the parasol you are interested in, add it to the basket and proceed to checkout, entering your correct address including country, this will then generate a shipping cost. Please be aware that if an order needs to be palletised due to weight there will be additional charges.

We’re deeply sorry for your experience. We always aim to deliver a great experience, and we are saddened when we don’t meet expectations. Thanks for taking the time to bring this to our attention.

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

12 déc. 2024

Dear Nina,

Thank you for taking the time to share your positive experience. We’re delighted to hear that you're enjoying your parasol. They are glamorous and gorgeous. Your review has made us smile- thank you! We are so happy you are happy.

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

Actualisé le 12 déc. 2024

Dear Jean,

Thank you for your review. We are sorry for the delay in responding, we have recently expanded our Customer Service team so we can offer better assistance. We’re deeply sorry for your experience.

I’m so sorry that your parasol has been damaged by mildew, there are methods online for removing mildew from coloured fabric (please try a patch test first), however if this doesn't work, we sell replacement canopies and would love to help you.

From your emails you advised us that your parasol had been left up during the summer period and that it was covered in mildew. We realise how upsetting this is- we strongly advise customers to make sure their parasols are thoroughly dry before putting them away.

Our octagonal frame parasols are made by skilled carpenters from ash wood and our parasol canopies are canvas and cotton. As we advise on the website, in the care labels and care leaflet sent with the parasol, we do not recommend getting them wet as it can damage the canopy and the frame- we provide a waterproof cover bag with our octagonal parasols to lift over if there’s a sudden shower. However, surprise rain does happen- the most important thing is to make sure it dries well otherwise mildew can form. Parasol care page here.

I hope we can still resolve this for you.

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

Actualisé le 12 déc. 2024

Dear Serene,

We are sorry for the delay in responding. We have recently expanded our Customer Service team so we can offer better assistance. We are sorry that you had such a difficult time with the packaging and we truly apologise for this.
We make it clear on our website that our bases are shipped in wooden crates to protect them from cracks or breakages as they are shipped. They will need opening with a flat - headed screwdriver, chisel, hammer or crowbar. We appreciate that this is less easy to open and we have introduced foam packing on our terrazzo bases for 2025.
We always aim to deliver a great experience, and we are saddened when we don’t meet expectations. Once again we are sorry that our packaging caused problems for you.

All the best

Carly
Customer Service Manager

Réponse : eastlondonparasols.com

12 déc. 2024

Dear John,

Thank you for your review. We are sorry for the delay in responding, we have recently expanded our Customer Service team so we can offer better assistance. We’re deeply sorry for your experience.

When you emailed us you were concerned about the parasol’s shape. We inspected the images you sent and advised that the parasols must have been left out in heavy rain which had damaged it. Unfortunately, you purchased these parasols from someone else, which had been sold 10 months earlier.

It brings us no joy to see damaged parasols. Our round bamboo parasols are handmade in Bali by artisans in over 20 separate stages using natural materials and cloth. Our parasols are intended primarily as sun shades and handmade from wood with hand painted decoration- these are works of artisan art.

On our website we give clear information about bringing your parasol inside during inclement weather. We advise against keeping your parasols uncovered and exposed to the outdoor elements for long periods of time as this is when damage may occur- please have a look at our parasol care page here.

The British weather is unpredictable and a few splodges of rain are fine, however for the longest and happiest life for a parasol we advise you to bring them inside during inclement weather as water can damage the handpainted inks.

Your email to us did not mention any issue with opening the parasols. We are aware that there is a particular way to open the round bamboo parasols so we provide a leaflet with each parasol with instructions for opening it, and we have information about this on the website, Instagram and YouTube- You can see a video demonstration- VIDEO HERE.

We are sorry that your parasol was damaged and that this situation occurred.

All the best

Carly
Customer Service Manager