Euro ArtAvis 

Réponse de Euro Art

4 déc. 2025

Hi John,

We take allegations like this very seriously, and we want to clarify the situation. After thoroughly checking our system, we have no record of any order, attempted order, or payment from you under the details provided. We do not process or take any payments unless an order is successfully completed and confirmed by email.

If multiple payments were taken, this would typically be the result of pending authorisation attempts by your bank, not charges from us. These authorisations usually appear temporarily and then drop off automatically.

To help you quickly resolve this, please provide the following privately over email shared below:

info@euroartuk.com

Required Details

The name used at checkout
The email address entered
The last 4 digits of the card used
Any screenshots of the transactions showing the merchant name
Delivery Postcode for the order
Order Number (if you have that)

Once we have this, we can investigate further and confirm whether those transactions relate to us. We’re here to help, but based on the information available, there is no evidence of any payment being taken by our website www.euroartuk.com.

Thank you.

Réponse de Euro Art

Actualisé le 5 déc. 2025

Hi Ian,

We’d like to clarify again with the correct facts:

1. The item you ordered was not an in-stock product.
It was clearly listed as a made-to-order item, which does not fall under our 24-hour dispatch policy. The delivery timeframe you received was exactly the one stated at the time of purchase.

2. The product was not faulty due to manufacturing.
You are the only customer to report repeated failures of this model, and the issues described are consistent with installation-related problems, not a defect. The spare cam in the box is included by the manufacturer as a standard part of the set — it is not supplied because of known faults.

3. Return postage & replacements
Return postage is covered only when a confirmed manufacturing fault is found. Your item was outside warranty, and replacements outside warranty are chargeable, as stated in our policy.

4. Refund
Your order has already been refunded in full as a goodwill gesture, despite no fault being found.

We understand you are unhappy, but your update still includes claims that do not match the actual order details or the policies you agreed to at purchase. We have acted fully within our stated terms.

Thank you,
Euro Art

Réponse de Euro Art

Actualisé le 4 déc. 2025

Hi Ellie,

We appreciate the opportunity to clarify this again, as your updated comment still contains claims we cannot verify.

We have thoroughly checked our system once more and can confirm that we have no order, no return, no communication trail, and no matching customer details linked to you directly or to the product described. Without an order reference, names used at checkout, email address, or delivery postcode, we cannot identify any record of a purchase made with our company.

If you do have written communication, it is important to note that only orders placed directly with Euro Art, through our official website or channels, appear in our system.
If the order was placed by a third party—such as your locksmith or another retailer—our company would not hold your personal details, and any communication you received may have come from them.

To date, you have not provided any verifiable information that allows us to match your case to an actual Euro Art order. Without this, we cannot confirm whether the purchase was ever made from us.

Regarding warranty and charges:

Our warranty terms are clearly stated at purchase.
Warranty claims can only be made by the original buyer.
Any replacement outside the warranty period is chargeable, which is standard within the industry.
Return postage is only covered in cases of confirmed manufacturing fault within the warranty period.

We remain fully transparent and are more than willing to review the situation properly, but we can only do so with verifiable order information.

Please provide:

Order number
Name used at checkout
Email address used
Delivery postcode
Last 4 digits of the payment method

Once we have these details, we will gladly investigate. Until then, we cannot confirm any connection between your direct claim of purchasing from us and our company.

Thank you,
Euro Art

Réponse de Euro Art

4 déc. 2025

Hi Jay,

It appears there has been a misunderstanding, as the order, website, and company you are referring to do not belong to us. Web Ironmongery UK website or company is a completely separate entity and is not associated with www.euroartuk.com website in any way.

We have thoroughly checked our system and can confirm that:

We have no record of your name or email,
No return received,
No refund request, and
No order matching the product you mentioned.

We understand you may have seen a similar or shared address online, but it’s important to note that multiple companies can be registered at the same address — this is extremely common and does not mean the companies are connected. A shared address does not indicate shared ownership, shared staff, or shared systems.

Your review appears to be intended for a completely different company, but has been posted here in error, which unfortunately results in unfair and inaccurate harm to our reputation.

If you believe the order was actually placed with us at www.euroartuk.com, please provide the following so we can double-check:

Order number
Name used at checkout
Email address used
Delivery postcode

Without this, we cannot investigate further.

We kindly ask that you remove or correct this review so it reflects the correct business.

Thank you,
Euro Art

Réponse de Euro Art

Actualisé le 27 juin 2025

Hi Sylvia,

We’re truly sorry to hear about your experience. This is not the level of service we aim to provide at Euroartuk.com, and we completely understand how frustrating it must have been to receive the wrong item and not get a timely response. BUT OUR RECORDS SHOW YOU HAVE NOT ORDERED ANYTHING FROM www.euroartuk.com. IT LOOKS LIKE YOU HAVE MIXED UP THE WEBSITES YOU ORDERED FROM.

We're committed to improving and making sure every customer receives the service they deserve but for that we need to receive you order at www.euroartuk.com. I hope you understand we cannot help you if the order does not exist at www.euroartuk.com

Kind regards,
Social Media Team