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3.2
3 reviews
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Maybe I’m feeling a little frustrated, but I reached out to this company about an idea I had for their project, and frankly my time was completely wasted by their rep “Yureima”.
The only explanation I can think of for getting such horrible assistance is that they use AI to answer their emails. Either that, or they chose the worst possible human being as their product ambassador.
The product arrived quickly and looked fantastic. The quality was amazing, with wood veneer that looked like solid wood and a thick felt backing. However, we made an error in ordering, and didn't like the colour (note to future buyers -- order the sample pack!) I was nervous about the return process, but Cindal at WVH was fantastic -- very professional and helpful. We have since ordered a sample pack and are reviewing our options, but I can't see that it will be at all difficult to install. Highly recommend.
As we received our product we were quite badly surprised when we installed it. Indeed, a lot of damaged veneer after some cuts which makes the overall look not at all as luxurious as advertised. Not as easy to install as advertised either - cuts far from where the felt is screwed to the beams make the beams stick out. The veneer comes already chipped on the edges leaving splinters if you run your fingers on the beams. The product is also full MDF which is not mentioned when buying online. The final look is cheap with the damaged veneer and we are thinking to take everything off and straight to the bin. Incredibly overpriced for the low quality. I had a 20% decrease yet it does not reflect the price of this quality plus the website does offer a 15% decrease at this moment so it does not seem as a customer gesture. It is easy to oin it on others rather than the product itself. Just avoid this brand.
Reply from Thewoodveneerhub
Hi Clémentine,
Thank you for reaching out and for your feedback, firstly let me apologise as we never want a customer to be dissappointed in their purchase from us.
However I do have to disagree with your review.
First as you rightly pointed out the damage to your slats and the overall look not being luxurious, was down to some awful installation, I infact told you during our correspondance it was some of the worst I have ever seen and you should ask the fitter to compensate you or but new panels for you.
The installation is easy and in fact is predominently a DIY project, however you told me "it was cut by RBQ specialist with the right tool" another reason why I told you to ask him to fix the situation as it was awful from the pictures you sent me.
Second, you mention our panel is "full mdf", this is not the case! The panel you selected has a veneered face and mdf sides, this is true, and we do show this both on our website, and on our samples. Samples which you did not purchase to check you would be happy with the product before purchasing. I also explained that if you were not happy with the MDF sides, I would have arranged a collection and a refund for you, but couldn'd do this now as you had cut and installed the product in your home.
You also failed to mention in your review that despite the above I gave you a gesture of goodwill to help get some repairs done, or maybe order some replacement parts, in the form of a 20% refund on your order, because as I stated in my first line above and numerous times in our email correspondance we never want a customer to feel dissappointed
You also failed to mention, you accepted this refund but then demanded that I increase this to 35 or 40%, or that this review has only appeared once the refund has been issued.
I am genuinely sorry that you didn't get to experience our product in your home looking the way it should, and the way you wanted it to on purchasing from us, where you clearly didn't think we were overpriced. However it is your installation that has left you feeling this way, and I do hope you take this up with your very qualified fitter that has really let both you and us down.
Kind Regards
Andrew
Global Customer Experience Manager
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