Customer reviews of Mobellia

Hello,

We are sorry that your delivery experience did not meet your expectations, despite your satisfaction with the quality of the table and chairs received.

After checking, your order was placed on June 3, shipped on June 4, and fully delivered on June 9, which is within the timeframes specified in our sales conditions. However, we understand your dissatisfaction, as the carrier initially announced a delivery on June 6 before postponing it to June 8 (with June 7 being a Sunday), and then delivered an incomplete order. This situation is indeed regrettable and beyond our control.

As is often the case when a package is missing from a delivery, the missing item was represented on the very next working day, which was June 9. Throughout this period, our customer service remained at your disposal and responded to your requests. Our teams also contacted the carrier several times to expedite the resolution of this situation and obtain the delivery of the missing package as soon as possible.

That is why we are somewhat surprised by your assessment of our after-sales service, which has been mobilized throughout your case to assist you and liaise with the carrier.

We do take note of your comments regarding delivery tracking and will pass them on to our logistics partner to further improve our customers' experience.

Best regards,

The Mobellia team

Hello,

We are sorry to hear that the table did not meet your expectations.

If the product does not suit you, you certainly have the option to return it in accordance with our return policy. Our team is at your disposal to assist you in this process and answer all your questions.

Do not hesitate to contact our customer service, who will be happy to help you find a suitable solution.

Best regards,

The Mobellia team

Hello,

We sincerely apologize for the difficulties encountered during the delivery of your order.

Although we systematically ask our carriers to deliver all packages of an order at once, it can unfortunately happen that some packages are shipped separately. In your case, 3 out of the 4 expected packages were indeed delivered during the first attempt.

In order to accurately identify the missing package and avoid any errors in processing your case, our customer service has requested photos of the received packages. This process allows us to precisely verify the references and tracking numbers associated with each item of the order.

When a carrier notices that only part of an order has been delivered, a new presentation is generally scheduled automatically the next day to limit the customer's wait. Unfortunately, despite our exchanges with the carrier, they were ultimately unable to locate the missing package.

Thanks to our joint verifications, we were able to identify that it was a cushion cover. In order to resolve the situation as quickly as possible, we have therefore proceeded to ship a new cover to complete your garden set.

We fully understand your dissatisfaction with these inconveniences beyond your control and thank you for your patience throughout the processing of your case.

Best regards,

The Mobellia team

Hello Victor,

We sincerely regret the frustration that this situation has caused you and we fully understand your dissatisfaction after the incidents that occurred during the delivery process.

However, we would like to provide some context. During the first shipment, the carrier attempted to contact you to coordinate the delivery, without success. Subsequently, the merchandise was returned to our logistics platform by the carrier's decision, without Mobellia having requested or authorized such a return.

As soon as we became aware of this situation, we contacted you to inform you of what happened and offer you a new shipment of your order. During our exchanges, you indicated that you planned to be away on vacation, so we expressly asked you if you wanted us to make a new shipment. Once we received your confirmation, we proceeded to organize and ship the merchandise again at our expense.

However, when the second shipment had already left our warehouses and was practically at its destination, you informed us of your desire to cancel the order. At that moment, it was no longer possible to stop the transport or recover the merchandise before delivery.

For this reason, and in accordance with the usual procedure in any distance sale, the refund can only be made once the merchandise has been effectively returned and received in our warehouses. This situation does not respond to a refusal on our part to refund your order, but to the fact that the cancellation was requested when the merchandise was already in transit and was subsequently rejected by you.

We understand that the information conveyed by the carrier during this process has not always been clear and we sincerely regret the inconvenience caused. Our team continues to monitor the return to proceed with the refund as soon as the merchandise is received at our facilities.

Sincerely,

The Mobellia team

refund made

Hello,

We are sorry for the inconvenience regarding the damaged parts that arrived.

After verification, a solution has indeed been provided for your request and the necessary elements have been taken care of by our after-sales service. We want to assure you that customer satisfaction remains our priority.

Our customer service team is of course at your complete disposal for any further questions or assistance you may need.

Best regards,

The Mobellia team