benisouk.comReviews of benisouk.com

Response from benisouk.comJun 12, 2023

Hello, Emmee We regret the trouble and misunderstanding your order caused you. Our investigation into your situation led us to the following conclusions: On February 24th, you ordered three rugs. We inquired if you would like us to ship the package with the custom fees that would be incurred upon its arrival in Mexico, as is customary procedure for clients subject to custom duties. After receiving your assurance that you will cover the charges, the package was dispatched. Unfortunately, you declined to contact the customs office when you arrived in Mexico, which led to the parcel getting stuck. It is crucial to get in touch with local customs office to learn the procedures for receiving your rugs and clearing customs. We apologise once more for the confusion and anguish this situation has brought about. Please get in touch with us if you have any more queries or worries, and we'll try our best to address them. Best regards, The Benisouk Team

Response from benisouk.comApr 14, 2023

Dear Emmee, We apologize for the inconvenience and confusion you experienced with your order. After investigating your case, we have determined the following: You placed an order for three rugs on 24/02. As is standard practice for customers subject to custom fees, we asked if you would like us to ship the parcel with the custom fees that would incur upon its arrival in Mexico. You confirmed that you would take care of the fees and the parcel was shipped. Unfortunately, upon arrival in Mexico, you refused to contact the customs office and the parcel was consequently stuck. To receive your rugs, it is essential to contact your customs office to find out the necessary steps for customs clearance and reception. We apologize again for the confusion and discomfort caused by this situation. If you have any further questions or concerns, please do not hesitate to contact us and we will do our best to resolve them. Best regards, The Benisouk Team

Response from benisouk.comMar 30, 2023

Dear Peter, Thank you for bringing to our attention the issue you have experienced with the dye bleeding and fading of our Moroccan rugs. We apologize for any inconvenience this may have caused you.We take great pride in the quality of our rugs and use traditional methods to create them and we would like to investigate this further. Could you please provide us with some more information regarding the rug(s) that have experienced this issue? Specifically, the age of the rug(s), and the maintenance and care routine that has been followed. Once we have this information, we will investigate the issue further and take appropriate action to rectify it. Please be assured that we value our customers and their satisfaction is our top priority. Thank you for bringing this matter to our attention, and we look forward to hearing from you soon. Best regards,