Product is beautiful but service is ridiculously bad
Update after their response: the product was shipped to me on April 2nd , and I contacted you in April 30. So im not sure where did you count 6 weeks?
Regardless, this CANT be a shipping issue considering the nature of the defect.
Product is beautiful. Yes.
Much less sturdy than what I thought it would be considering the high price compared to other online retailers
But the really issue is I got a damage item with a weird ink stain inside the acrylic, clearly a manufacturing issue. When I reached out to them they did not own up to the issue and kept blaming the shipping. Keep in mind there is no way this is related to shipping, its not a crack, nor a stain.
They offered me to buy a new one (whattt? I just paid over $470) and they will not charge me shipping. When i said I am obviously not spending another 470$ on their product they offered to refund me half of what I paid for the original shipping. What a joke.
I will not shop there again.
Reply from House of CATCH
Hi Maayan,
We’re truly sorry to hear that you’re not fully satisfied with your experience.
As discussed: every item we produce is custom-made to order — we do not produce in bulk. This allows us to carefully inspect each piece both before and after production. The pink acrylic table set you received was thoroughly checked and passed our quality control process, and also before already at the material supplier (which we have contacted as well). The mark you mentioned is not something that can occur during production, nor have we encountered this type of issue before.
Additionally, we were contacted about this more than six weeks after delivery, well beyond our standard 14-day return policy. You also mentioned that you have forwarded the item from Spain to Israel, which falls outside of our shipping responsibility and is a reason we cant talk to the shipper about what happened — we shipped to Spain, as originally agreed upon.
While the situation fell outside our policies, we still aimed to find a reasonable solution together. We absolutely stand behind the quality of our products and service, and we’re sorry that our solution was not to your satisfaction.
