Sand Art HomeReviews of sandarthome.com

Response from Sand Art HomeSep 15, 2024

Hi Stuart, We are very sorry to hear that your order did not arrive in time for Christmas or your wife's birthday. We completely understand how disappointing that must have been. During the holiday season, we experienced an exceptionally high demand, which led to some delays both on our end and with the logistics companies we work with. However, we did our best to communicate with you at every step and tried everything possible to ensure your order would arrive as soon as possible. The delivery did comply with the timeframes indicated on our website, although we understand that it was still not as fast as you had hoped. We sincerely apologize for any inconvenience this caused and appreciate your understanding during such a busy time. If there is anything else we can do to assist you, please feel free to contact us at [email protected]. Thank you for your feedback.

Response from Sand Art HomeSep 15, 2024

Hi, Thank you for your feedback. We are glad to hear that you liked the art piece. We are very sorry that your order did not arrive in time for Christmas. Due to high demand during the holiday season, there were some delays in shipping, which we understand can be frustrating. However, we try to clearly indicate the estimated delivery times on our website to help our customers plan their orders accordingly. Regarding your comment about the cost of shipping, we would like to clarify that we offer free shipping for all our customers, including those in the UK. That said, we are pleased to inform you that we have recently improved our shipping times to the UK and now offer faster delivery options. We appreciate your feedback and are always working to improve our customer experience. If you have any further questions or need assistance, please feel free to reach out to us at [email protected]. Thank you for your understanding.

Response from Sand Art HomeSep 10, 2024

Hi Jacob, Thank you for bringing this to our attention. We’re sorry to hear about the trouble you’ve experienced with your order, but we would like to clarify that we have not received any order from you or your girlfriend. It appears that your purchase was made from "Sp Official Sand Art," which is not linked to us. Unfortunately, there were some fake accounts a few months ago pretending to be us. We recommend contacting your payment provider or the platform where the purchase was made to report this issue and request a refund. We genuinely care about our customers and want to ensure you have the best experience possible. If you have any questions or need further assistance, please feel free to reach out to us at [email protected]. Thank you for your understanding.

Response from Sand Art HomeSep 10, 2024

Hi Peter! We are thrilled to hear that you’re happy with our product and service. As a small business, feedback like yours means the world to us and motivates us to keep working with passion and dedication every day. We are delighted to have you as part of the Sand Art Home family, and we truly appreciate your support. If you need anything in the future or if there's anything we can assist you with, please don’t hesitate to reach out. Thank you once again for trusting us! ❤️️❤️️

Response from Sand Art HomeSep 15, 2024

Hi, We are sorry to hear about your experience and want to clarify the situation regarding your order. We sent your order, but the delivery company, DPD, attempted to deliver it when you were not at home. They informed us that the package was held at their local office for pickup. We communicated this to you, but unfortunately, it was not collected, and the package was returned to us. We then sent a replacement, but the same situation occurred again, and the item was not picked up. Regarding your comment about emails, we have checked our records and have not received any messages from you. We are unsure where these messages were sent, but we are committed to assisting you. If you still have any questions or concerns, please reach out to us directly, and we will be happy to help. Our goal is always to ensure our customers receive their orders and have a positive experience with us. We appreciate your understanding and look forward to resolving this matter.

Response from Sand Art HomeSep 15, 2024

Hi Claire, We are sorry to hear about your disappointment with your experience, and we would like to clarify the situation as this is something we take very seriously. Your original order did arrive with a broken frame, and we immediately sent a replacement as soon as we were informed of the issue. The replacement arrived in perfect condition; however, you mentioned that there was a small scratch of about 3 cm (1.1 in) on the frame. After carefully reviewing the photos you provided, we did not see this as a significant defect that would warrant another replacement. Regarding your request for a full refund through PayPal, we would like to clarify that PayPal reviewed the case and decided in our favor, confirming that we had fulfilled our obligation to provide the product as advertised. We deeply regret that you are not satisfied, and we genuinely tried to resolve the issue to the best of our abilities. We have since significantly improved our packaging process to ensure the safe delivery of all our products. Now, over 99% of our orders arrive in perfect condition with less than 1% defect rates. If there is anything else we can do to assist you or if you have any further questions, please feel free to contact us directly at [email protected]. We always strive to provide the best service and support to our customers. Thank you for your understanding.