InfinitiHome Recensioni 35

Risposta di InfinitiHome

Aggiornata il 5 apr 2022

Hi Liudmila,

Thank you for taking the time to leave us a review.

I can see that you placed an order on 21st July which was delivered within a few days. We then followed up (as with all our customers) the day after delivery via email to check if everything went smoothly with delivery and that you are happy with your product but unfortunately we didn't hear back from you. We have then received this review almost a month later regarding a scratch on your product.

I'm confused as to why you didn't contact us regarding this issue?

I'm very sorry that your product arrived in this condition and we will always take full responsibility if on the rare occasion this happens. I have emailed you again today regarding this so I can try and resolve it as best as possible.

Risposta di InfinitiHome

Aggiornata il 5 apr 2022

Hi Penny,

Thank you for taking the time to leave us a review.

After investigating your complaint, I’m quite concerned with the validity of some of your comments and I’ve provided my findings below.

1: Delivery times

Your order was placed on 4th April 2021 during the Covid-19 pandemic lockdown. As stated on our website, deliveries from the supplier of your product were completed within 7-14 days. Your product was delivered on 20th April 2021, 11 days after the order was placed and within the time frame stated on our website for this product at the time of order.

2: Damages

Unfortunately your product did arrive with a damaged part and I’m very sorry you had to experience this. We take full responsibility for this issue and I can confirm we took the appropriate steps to resolve this for you. After you made contact regarding the damaged part, we dispatched your replacement part which was delivered to you in 12 days - within the timeframe stated for this product at the time of order.

3: Contact

We pride ourselves on maintaining contact with our customers during the delivery period as well as during the period of any issues. We provide a contact form on our site for all customers as well as a live chat service which allows you to speak directly to the team. I believe you decided to contact our Facebook messenger page however you were informed this was unmanned and pointed back to our support@infinitihome.co.uk email address with which we maintained contact with you to resolve your issues.

4: Resolution and Refunds

Im very sorry that you had to experience the issue with your damaged product part. I understand how frustrating this can be and I’m very sorry if you didn’t feel that we adequately addressed the issue or that your product/replacement part wasn’t delivered in an adequate time.

On completing my investigation I can confirm that contact was maintained throughout the delivery and replacement part process and the delivery times stated on our website for this product were adhered to. We also provided you a 10% refund on the amount you paid as a gesture of goodwill including a further 20% off in vouchers should you decide to use our store again.

As a result of this experience with your damaged product, along with a multitude of issues with the supplier of your product such as product quality and delivery time frames for some orders, we have taken the steps to remove them from our store completely. We now only stock products from suppliers who provide high quality goods which are delivered free within 3-5 days.

As we have not heard back from you since your replacement part has arrived, I will now consider this case closed. If you have any issues or questions for me, you can reach out at support@infintihome.co.uk as well as the contact form and live messenger service on our website.