My daughter arranged for a surprise…
My daughter arranged for a surprise mother's day gift to be sent to me that arrived on 14/03/2026 and I opened it on 15/03/2026, I noted it had some deep external scratches but I didnt want to upset her by saying so as she's been so unwell, so I contacted the company direct as their sender details were on the packaging .
I'm used to blown glass and molten glass and imperfections but I know that scratches should not be felt with fingers when hands run over the external glass.
I went onto the website and sent them a very polite and friendly email seeking advice. I attached several photos of the glass on wood vase as well as the packaging labels on the box and provided my daughters info so they would then be able to locate the order number without my having to upset her by asking for it.
The email was sent on 16/03/2026, and it processed through, I sadly did not receive a reply not even a generic acknowledgement.
Therefore I sent a further email on 24/03/3026 asking if they had read my email from the 26th, again no reply from them.
I do think its quite bad when a company do not acknowledge emails about product thats are not quite to the standard one expects.
The item overall is lovely and large just the deep scratches let it down.
Such a shame as they have some lovely items on their website that I would love for my home,but customer service is quite a thing for me when looking to buy from companies it can deter me if they dont respond . Hence sadly 2 stars today.
Also their contact us form was not allowing you to enter any details.
I tried it again today and found the only way can input info is to submit empty form it then highlights the name part so input name then it wont let you proceed so press submit again enter email and repeat every step of the way..only way I could send them a message on their website page..very strange way of having to input info.
Maybe the company will read this and respond to me with some advice.
