Sweetpea & Willow

Dear Gary,

Thank you for leaving a review on Houzz.

In regards to your feedback, we would just like to clarify a couple of points:

Your order was placed with us on the 13th February and was followed up by my colleague, Aga, that afternoon. Our supplier confirmed that the lamps were in stock, however, they then came back to us shortly after to advise that this was an error and that the item had been discontinued.

Wishing to let you know as soon as possible, my colleague emailed you that same day with the following message:

"Dear Gary, I hope you are well. I am writing to update you regarding your lamps. We just received a phone call from the manufacturer and I’m sorry to say that we have just been hit with some bad news. Unfortunately, this lamps have been discontinued and we are completely at the mercy of our manufacturer on this occasion. I would like to apologise sincerely for the inconvenience caused and I will do my very best to meet your further requirements. Please let me know if you like any other lamps and I will check the stock. Alternatively, if there is nothing of interest, please let me know and we will give you a full refund."

A refund was requested and processed the following day, Wednesday 14th February. We are unsure what more we could have done to help with this situation, and are very sorry that you feel so disappointed with our service. We understand that it can be frustrating to order an item only to find that it is no longer available; however, sometimes there are situations, such as this, which are out of our control.

We strive to keep our customers updated and informed throughout every stage of their purchase, and we feel that we did exactly that on this occasion.

As for your comments regarding a language barrier, Aga is from Poland and speaks fluent English. During her time with us, we have never had a single complaint in relation to her communication skills, and we feel that she is very clear, speaks beautiful English, and is an asset to our team.

We hope you can confidently shop with us again in the future and experience how efficient our service can be. Otherwise, we wish you well.

Kind Regards,

The Sweetpea & Willow Team

Thank you so much Kamola for your lovely review!
The team appreciates this a lot.
Kind regards

Thank you so much for your lovely comments we will pass them on to our lovely customer services team and delivery team. x

Thank you for this great review, the cinema room looks outstanding! SPW X