I'm sad to say I had a poor experience…
I'm sad to say I had a poor experience on my 1st order with Mosaic Shop (Belgium).
I spent over €100 on mosaic stock and 4 out of the 5 items received were not the right size, quality or as per description. Mosaic glass tiles were far too narrow and light for my usual projects, no tile depth given before or during the order. I normally buy from Asia via Temu, Shein and Alibaba but this time I wanted to buy from Europe.
Mosaic Shop insisted I return the items to Belgium at my own cost. This would be around €30 in post costs.
Summary: Avoud this company, returns are costly and the customer care for a new customer was more than disappointing.
Reply from Mosaicshop
Hello,
We are sorry to hear that you are disappointed with your first order, but we would like to clarify a few points in your review.
We are indeed not Temu, SHEIN or Alibaba. We are a small European business and we do our best to offer our customers good products, fair prices and personal customer service. As a small business, however, we cannot absorb all shipping and return costs. These are real costs that also have to be paid by us. Companies offering “free” shipping or returns generally have to account for these costs elsewhere, for example in their pricing. We prefer to keep our product prices fair and transparent.
Of course, the situation is completely different when a product is defective, incorrectly supplied or does not correspond to the product advertised in our webshop. In such cases, we take responsibility, look for an appropriate solution and, where necessary, arrange the return at our expense.
In this case, however, the products you received were not defective or incorrectly supplied. Your main concern was that the tiles were smaller/thinner than you expected and therefore unsuitable for your usual projects. The dimensions and thickness are provided in the product specifications on our website. Had these specifications been checked before ordering, the thickness of the tiles could have been seen before purchase.
We are very aware that judging mosaic materials from a screen can be difficult. This is exactly why we make every effort to provide photographs that represent the products as accurately as possible and to include detailed information such as dimensions and thickness on our product pages.
We completely understand that a product can turn out not to be suitable for a particular project, and you are welcome to return the products. However, when the products correspond to the description and specifications provided and there is no defect, the cost of returning them is the responsibility of the customer.
We regret that this has resulted in a disappointing first experience for you, but we do not believe it would be fair to pass the return costs on to our business when the products supplied correspond to the specifications provided on our website.
Kind regards,
Mosaicshop Team