Received broken item, they refused to fix the situation
My husband ordered a lovely piece from smoketower that arrived broken, but because we didn't notify them the second we received it they refused to replace it. I get it if you're concerned about people breaking their piece and claiming it came that way but we had pictures and video of the unboxing showing it was broken as soon as we got it. That didn't seem to matter. Unacceptable
Reply from Smoketower
Our transportation insurance covers damage reports if the customer reports the same day of delivery. The customer was aware of our policy because he accepted our terms and condition during placing his order in our website. Without accepting our terms and conditions, no one can submit any order.
This customer reported 4 days after the delivery and we were not able to claim insurance for it but we love our customer and offer him a free gift even though we were not responsible for his mistake of not reporting the damage the day he received the item.
We have all of the documents of delivery date and report date and our email conversation and a copy of our terms and conditions that customer accepted.
This review is unfair.