Buyers beware! Lousy quality
Buyers beware! We purchased 2 doormats, 1 floor mat and 3 bath mats for a combined total of $566.05. What a total waste of money! All but the floormat are terrible quality for the price. One bathmat was so diabolically bad that I insisted on a refund (despite their no refund for "change of mind" policy. IMPORTANT NOTE: they generally allow RETURNS for a store credit or exchange but NOT refunds & apply a 30% restocking fee!!) It cost over $50 and we wouldn't have paid $5 had we seen it upfront. This is the challenge of online shopping.Their website is impressive but beware - our items are low grade & all were shipped direct from China- in dribs and drabs. No care labels or manufacturer's identification. VERY slow shipping (read the fine print on the website). Customer Service were responsive but their no "refund" policy (apart from what must be allowed under Australian consumer law) is a trap as a RETURN IS NOT A REFUND! I was "lucky" to get a refund on 1 item. But we're stuck with the remaining overpriced lousy quality items as the Return for a Store Credit or Exchange VERSUS a Refund (Plus 30% restocking fee) is prohibitive. Absolutely can't recommend this company and will NEVER use again!
Antwoord van Alvara
Hi Narelle,
Thank you for taking the time to share your feedback. We're sorry to hear that some of the products did not meet your expectations.
As requested, we promptly processed a full refund for the bath mat you were unhappy with. We also appreciate you bringing the missing care instructions to our attention and we have since updated the product information to ensure future customers have access to this.
We would also like to clarify that we do offer returns within 30 days of receiving your order. As outlined in our Returns Policy, change-of-mind returns for items that are not faulty or damaged are accepted within this period, with return shipping costs being the responsibility of the customer.
We value all customer feedback as it helps us improve both our products and our service, and we wish you all the best moving forward.
