Littletulip Reviews 51

Reply from Littletulip

Updated Jan 25, 2021

To all

this is a very misleading review indeed, please read below:

When we deliver heavy marble tables, the installation is photographed, from all sides, and a signature is required after the installation and after checking to ensure the customer is entire happy. This was completed.
Two days after installation the customer emailed stating there were 'rings' on the marble. They are not present on the taken images, taken in situ of the customers home, at the time of installation. The rings may be wine or hot cups/saucers and have therefore clearly occurred through not using suitable protection for the marble, by the user, after delivery and installation.
I liken the behavior of the customer to an analogy of buying a car (which does have full warranty) having a prang, and then returning it to the dealership stating that this was how it was delivered, even though they have photos of the car on the forecourt.
He referred the case to PAYPAL, whom agreed 100% with our side and dismissed his claim. He then subsequently sent a further message stating he would leave 'bad reviews' unless of course we take ownership, something he feels he could not do.
Further misleading is the excerpt on not returning calls. We have significant emails and messages from the customer, the paypal review process and subsequent 'bad review' messages, our customer service telephone lines are open every week day. We also do not have an open showroom or ex display models as we sell entirely online.
Over 400 tables sold in 2020, and in the very few issues encountered with natural stone, we resolved them immediately but we cannot be responsible for how something is used/misused. This is unfortunately an attempt at misusing the very necessary consumer rights that protect all of us.
We can recommended a professional that can remove the cup/glass/stain marks should you require it
LTS Team

Reply from Littletulip

Jun 19, 2020

Hello

thank you for your review. We would like to point out that when you order from our website you have three choices of delivery:

1 - Free UK delivery (Delivered to your home)
2 - Expedited Delivery - small cost (Delivered to your home next day
3 - Installation - We pay a specialist 3rd party company to come specially to your home to install it.

At all times therefore, the level of delivery choice is always in the hands of the customer. We also think that £94.95 for a specialist crew to drive to your home and install products and remove all packaging is reasonable.

The tables may be easy to move around once they are constructed but it is worth pointing out that the 120cm Marble top weighs 50kg, which is far too much for one person to move on their own. But if there are two people present then yes, of course it is possible to install it yourself and this is why we have the free delivery only option.

We are sorry that you feel the service was not required but it was chosen, by yourself at the checkout, because the free service is the one checked by default. Our team are always on hand by phone for advice.

Thank you once again for your purchase
LTS Team