Groovy Home Reviews 

Reply from Groovy Home

Dec 5, 2019

Thank you very much DF, really appreciate feedback and taking time to write.

Very pleased product and service met expectations and hope you enjoy the lamp, especially as nights turn darker, earlier now! Care to make a book suggestion? :)

Reply from Groovy Home

Nov 29, 2019

Thank you very much Debbie, very pleased you're happy with product and to recommend us!

Reply from Groovy Home

Nov 13, 2019

Hi Karen,
Thank you so much really appreciate the kind words.
I've been avoiding asking customers for reviews due to the negative one which won't be removed and previously nudged customers away from leaving any comments, but this really made me smile.
All I do is behave how I'd expect the seller to behave if I were the customer, super pleased you felt the same :)
The site is due for an upgrade so maybe I should start asking for TrustPilot reviews now!
Take care and all the best

Reply from Groovy Home

Mar 12, 2018

Unfortunately this is a mis-timing issue.

I took over Groovy Home on 3rd November 2017 from previous owners, where as this individual's experience was with previous owners. I tried to contact mac but have no contact details. The previous owners aren't sure who mac is and no orders have been placed that I can connect to mac, hence unsure why this has been posted as a bad service comment by mac.

Trust Pilot suggested requesting their name, email number and order details which I did in a thread between myself and mac, but mac refuses to provide. Thread quoted:

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Me:
"Hi Mac, I now manage GroovyHome, I took over from the previous owners on 3 November 2017. Your review so far is the only one TrustPilot and posted after I took over Groovy Home. I'm not sure we've spoken and would welcome an opportunity to understand your situation and what happened. You are correct, we do source from wholesalers and sell to retail and unfortunately this can result in delays outside of our control. I'd really appreciate a chance to work with you and put myself in your position and understand your frustration but would greatly help if you could provide any of the following: Name Email or telephone Order number (if placed) Item name and website link if possible Thank you in advance and warm regards, Kunj, Owner, Groovy Home"

Mac:
"I do not wish to share any information with you as you have not even had the curteousy to be transparent and identified yourself (only first name) nor is there any information who you are or address on your website. That's actually against distance selling standards, as are your terms and conditions. I wish no more to do with you and I can only hope you sort out your practice to comply with the law. My experience of Groovy Home is genuine and I now wish to put it behind me and not waste anymore of my time."

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Our site has been refreshed post acquisition and the company registration number *is* stated for transparency and compliance reasons which can be verified with Companies House. Our email address and phone number has been moved to the top of the home page for greater clarity and ease and we do respond to every email within 24 hours.

Only because of the public nature of Trust Pilot I refrained from providing my full name in the thread between us and feel there is an element of irony from someone identified only as "mac" being displeased I have only provided my first name as reason to cease discussion or find resolution.

I have tried to contact mac several times since but they refuse to reply, hence providing my perspective under their public comment.

It's a shame reviews can be posted and made public without ability to contest or refute. I hope anyone reading can see I have tried to resolve but unfortunately failed to deal with a situation outside of my control.

For this, I am sorry mac your experience with Groovy Home wasn't positive and I'm sorry I haven't been open or provided detail to a level that satisfies you in order to discuss further and resolve your bad service experience.

I note minimal effort on your part to see if the website has updated, but of course, you've complained, you have no need to waste further time to see any effects of your complaint or if there has been a genuine improvement as result.

Finally, mac's account was set up in November 2017 and as of date posted no other comments, reviews, positive or negative anywhere. Trustpilot are not investigating whether this is a genunine service review nor treating it as suspicious, giving timing of comment and their lack of details regarding order placed or requested proof of their claim to the service received.