Sand Art HomeReviews of sandarthome.com

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 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.