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Réponse de Modern Home Interiors

Actualisé le 13 janv. 2022

Hi Michaela,

Thank you for your feedback.

Please note that any polished marble dining table will have polishing marks, which occur on all the solid marble top tables, in varying degrees, as they use an industrial polishing buffer over the entire table top, similar to other high-shine items such as cars. Any table we send to the customer will have polishing marks as it is a normal occurrence, particularly with a material like solid marble. In addition to this, we received your photos via email and the marks seemed almost invisible, however we did follow-up and send your photographs to the manufacturer for further inspection who advised and confirmed that this was the case due to the marks being very difficult to see and common with the type of manufacturing procedure.

In any instance where there is clear and visible damage or faults with a product that is not a normal occurrence we offer replacement parts or returns.

As this should be a review on the service you received from us, rather than a review of the product we would like to kindly ask if you may consider revising this as we arranged and delivered the item in good timing and communication. Your review headline states that the table was 'all scratched' however in the review itself you clarified that only one area was marked, moreover that it was a minor fault and was not visible enough to capture in a photograph, so please can this be updated as it is quite misleading.

Regarding the delivery charge that was added, the item on order was an extremely heavy marble dining table with a weight of over 200kg. As you may know, a table of this size and weight needs to be sent on a specialist delivery service. As a result we cannot give out exact time slots apart from the 3 hour time window that is provided by the logistics company. This type of delivery has to be pre-planned many days in advance and routed based on logistics management services that are available in that area. The only reason why a charge was added is because the customer accepted the proposed delivery date and the delivery driver arrived and nobody was home. The driver arrived at 7:30 and stayed for almost 1 hour before marking this as a failed delivery attempt. If you had time limitations that day, it would have been recommended not to accept or confirm the delivery to come out that day. This was also informed to yourself by the delivery company prior to the first delivery attempt. We then rescheduled and booked in a new delivery and only charged you 50% of the cost and we covered the remainder as you were not happy with this. This is something we offered to you purely as a gesture of goodwill and we would not normally pay for a customers delivery failure. Therefore, we do not believe this is a necessary addition to this review as this was no fault of our own and we even offered genuine help to you in regards to this matter, so please consider this before leaving this type of review.

If you were not happy with your overall purchase you could also have contacted us at the Customer Service Team at info@modernhomeinteriors.co.uk and we could have looked into this further. If you require any further assistance please let us know, as we are always happy to help and would not like to leave a customer dissatisfied.

NOTE FROM MANAGEMENT: To improve on this issue for future customers we have now added an additional and clearer notice on the product page to avoid any future inconvenience.

Kind regards,
Customer Service Team
Modern Home Interiors

Réponse de Modern Home Interiors

11 janv. 2022

Hi George,

Thank you for your feedback. We can confirm that your comments and additional feedback that you provided via email have been forwarded to the QC and manufacturing teams involved to evaluate.

We have not had any previous issues like this with the Salerno oak bed frame, with it being a popular selling item which is the reason why we continue to stock this item. We do try and ensure to the best of our knowledge that all products are up to the standards we expect for our customers.

We are sorry if you were dissatisfied with any aspect of the products or assembly process on this occasion.

If you would like to discuss the issue any further please feel free to contact us at info@modernhomeinteriors.co.uk.

Kind regards,
Customer Service Team
Modern Home Interiors

Réponse de Modern Home Interiors

Actualisé le 12 nov. 2021

Hi,

Thank you for your feedback of your order for 1x Ramiro Dining Table White

While we appreciate you taking the time to review your experience we must add that there are quite a few false statements in your review that we would like to clarify for our customers.

We are a legitimate company, privately registered in Scotland (SC678023) and we follow the same procedures for all orders by adhering to our legal policies which are listed online for all customers to view before making a purchase.

The only reason why a deduction was made from your refund was because you requested to cancel an order after the item had been shipped. For heavy goods items such as marble dining tables it can be very costly to send, this particular delivery cost us £120 to book in with the courier company which was pre-paid and booked in. We offer customers full refunds on all items cancelled before an item is shipped, however in an instance where an item is shipped and a customer would like to cancel, we reserve the right to deduct the shipping and handling costs associated with the order for fair practice.

We were more than happy to continue with the 2nd delivery attempt but you had threatened us with going to your credit card company because you were not happy with the delay. Please note that when you placed this order it states 6-8 weeks and it was within WEEK 5 that you started threatening action with your credit card company which is not very fair.

We did not want to take a risk of sending goods where a customer has claimed their money back and therefore we would lose the goods and the item, so we cancelled this order as you requested.

The delivery time that is listed on the product is 6-8 weeks. This is listed on the product page before you place an order. We also advised you of this via email. We received our stock in sooner within 2 weeks due to a previous cancellation and we phoned you to let you know that we can dispatch this much sooner than the 6-8 weeks listed timeframe. You said this was okay and we processed this via 2 man courier. The only reason why the courier did not deliver your goods yet is because you gave them verbal abuse over the phone, where they were then forced to contact us directly and advised us that they will no longer be delivering to you due to your behaviour. We have physical proof of a complaint made by the courier against yourself due to how you spoke with them. You argued with them because they simply advised that they would not bring a marble table up several flights of stairs in your apartment building. Please note that it is stated on the product page 'GROUND FLOOR DELIVERY ONLY' , it also states this in our shipping policy. If there was a lift or easy access the delivery team would bring this up for you but when there is no easy access, then it is not possible. Despite this, we spoke with them and asked them to please re-book in the delivery and that you would not continue to behave or speak to them in this manner - following this they advised a new delivery would be booked.

To summarise, the delivery was planned and booked in to be delivered in WEEK 3 of a 6-8 week delivery lead time. We find it quite surprising for a customer to even consider leaving a bad review when they have agreed into an ordering contract of 6-8 weeks. It was delayed only due to your argument that you personally had with the courier. Had you not argued with the courier or gave them abuse over the phone, the delivery would have been completed. Companies do not tolerate any form of abuse as was displayed by yourself, so please refrain from this type of behaviour in the future when speaking with members of the public. You then threatened to claim your money back so at this stage we cancelled your order and deducted any shipping and handling costs in line with our shipping policies and terms and conditions.

Many customers understand the costs associated with heavy goods deliveries and we tried to explain this to you over the phone, however you took this as harassment which was the opposite of what we are trying to do, we just wanted to be informative.

You have also mentioned something about Police and that you contacted them, this seems very unnecessary and we have not done anything to suggest you would need to do this.

Also, taking a look at your TrustPilot review account it appears that you have only left 1 star reviews for all companies that you have shopped with, seems to be a recurring trend and in future you may want to consider that you may be at fault in certain scenarios and it is not always the other person to blame!

Please do not leave us negative feedback for an error that was made by yourself, it is extremely unfair for a company like ourselves when we have not done anything wrong in this instance - we even planned to deliver this early for you and thought that this would be appreciated!

We would therefore appreciate if you could kindly remove this feedback.

Kind regards,
Customer Service Team
Modern Home Interiors