Jade S.
I would not order from this company
I would not order from this company for many reasons: the photographs of my rug were not true to life; customer service was slow and unclear when I wanted to return the rug; the rug was faulty and I still had to pay return fees; it is not obvious that return fees are not covered when it is an online store. My return came to £145 - almost half of the value of the rug itself. A bad experience and I would not recommend or order from this retailer again.
Response from benisouk.comDec 8, 2022
Dear Jade, First off, we want to express our regret that our products was not up to your expectations Benisouk is a trustworthy retailer working with hundreds of artisans across the Atlas Mountains. We pledge to provide the best customer service while providing Moroccan goods of the highest caliber. To make sure that they are as true to reality as possible, all products are professionally photographed. We investigated your case , based on your photographs we detected untied fringe .This is not considered as a damage since you can tie it or untie it how you please. As we offer free shipping worldwide , we are in obligation to charge for return as we want to be fair to our artisans as much as much as we are fair to our clients. According to our return policy: Postmark deadlines for all returns are fourteen (14) days after the delivery date. For a Return Merchandise Authorization (RMA) number, send an email to [email protected] to contact our customer care. As per our return policy : All returns must be postmarked within fourteen (14) days of the delivery date. To return an item, please email our customer service at [email protected] to obtain a Return Merchandise Authorization (RMA) number. After receiving your RMA number, place the item securely in its original packaging, or similar, with all original tags attached. For US customers: You’ll receive the return address to our US warehouse with the return confirmation email. As soon as you ship the item, you must send us the tracking number. For international customers ( your case ) : You can contact our customer service at [email protected] to receive a shipping fee estimate and your prepaid shipping label. You can take care of the return using the carrier of your choice, you’ll receive the return address with the return confirmation email. You can read our full return policy here: https://benisouk.com/pages/shipping-returns We have checked with customer service in your case, and you have been advised of fees before proceeding with the return. The return fee estimation is always sent before hands and we always deduct the exact amount to avoid any unwanted surprises. Our policy is centred on transparency and our priority is to satisfy our customers. We hope we will make it up to you in the future ! Benisouk