malacasa.comReviews of malacasa.com

Response from malacasa.comDec 12, 2025

Dear customer, I sincerely apologize for the frustration caused. I want to assure you that this is absolutely not a scam. Regarding the delayed response: We are currently facing an unprecedented volume of inquiries during this peak season. Our support team is working around the clock to clear the backlog, which unfortunately caused the delay in getting back to you. We are truly sorry for keeping you waiting. Regarding the delivery: We have checked your order, and the lack of tracking updates is due to logistics congestion at the carrier's hub (DPD), not because the parcel wasn't sent. To resolve this immediately, we have prioritized your case and just emailed you with two options: 1: A free replacement: We can reship your sets immediately (if you need to update the delivery address, please let us know). 2: A full refund: If you prefer not to wait, we will process a full refund right away. Please check your inbox for our message. We are committed to fixing this for you. [Update - Problem Resolved] Dear Basia, I have followed up on your case and am delighted to hear that we have reached a satisfactory solution with you! As agreed, your replacement set has been reserved and will be shipped as soon as it is back in stock, and the refund has been processed. Thank you for giving us the chance to make things right.

Response from malacasa.comDec 15, 2025

Dear Customer, We are truly sorry to hear about the issue with your dinnerware cracking. Safety is our top priority, and what you described is absolutely not the experience we want for our customers. Regarding your previous emails, we sincerely apologize if they were missed or filtered into spam. We never intentionally ignore our customers. To resolve this immediately, please reach out to our support team directly via email. Important: Please include your Order Number in your message. Since this order was placed 8 months ago, the Order Number is essential for us to locate your transaction in our system and activate your warranty service. Once we receive your email with the order details, we will proceed with a solution for you right away. Best regards, The Malacasa Team