Customer reviews of WonderCity

You ordered an item that was not in stock and was estimated to ship between December 7 and 12. We contacted you right after you placed the order to make sure you understood, and offered to cancel if you wanted to. You wanted to keep the order. Your package was shipped on December 10 and delivered on December 12. We therefore met the stated deadlines perfectly. Sorry, but we think this comment is very unfair.

Dear customer, it's true that we only pay for returns if there's a fault with an item, or if we're responsible for the error. If you make a mistake or simply change your mind, we can always take the item back, but you have to pay the shipping costs.

We have responded to each message, please check your spam. We wrote you that an SDA agent will pick up the package tomorrow. We respond to all emails within 24 hours and are also available in live chat.

Hello, our General Terms and Conditions have been in force for three years now, and are designed to prevent abuse. It's a pity that in your comment you forgot to write that we solved your "problem" (a missing end of less than 1 mm of a feather) in less than 12 hours since your report. We accepted your complaint and sent you a free return label to refund the full price of the item. You were thus able to purchase the item again, taking advantage of the special offer still in effect, with a difference of... 0,65€ !!!! We're sorry that you consider our free returns service and this price "difference" as an obligation to buy more expensive and therefore write such a negative note. Sometimes it's really difficult to respond to certain criticisms, but we'd like to reassure you that our customer service has remained "human" and will always respond as quickly as possible to its customers. Sincerely

Hello, Thank you for your comment. Please allow us to send you the information you need to better understand our parcel preparation and dispatch policy. Our teams take all necessary measures to ensure that parcels arrive at their destination as quickly as possible and without damage. Our parcels are prepared with the aim of reducing the ecological impact on the environment as much as possible (transport, reduction of materials and the elimination of over-packaging...) with the use of recyclable and/or biodegradable materials), in accordance with the Energy Transaction Law for Green Growth (LTECV) published in the Official Journal on August 18, 2015. Concerning delivery packaging, the law specifies that: (...) whether cardboard packaging or Galia crates, must now be less bulky and more adapted. From the dimensions of these packages to technological innovations for wedging or protecting your products, packaging is one of the main areas of reflection linked to this ecological ambition (...). All items are already protected by the manufacturer with a polystyrene mold several centimeters thick. We are obliged to add cushioning only where it is absolutely necessary (empty space in the shipping carton), thus avoiding unnecessary excess (as explained, the items are already protected in polystyrene). However, we are not in a position to control and verify the treatment that each parcel undergoes in sorting centers, relay depots and by each delivery person. Sometimes parcels suffer mechanical shocks that an oversized packaging can never compensate for. Our Customer Service is at your disposal to answer any questions you may have. Sincerely

Hello, thank you but... would it be possible to know the reasons for such a low rating (2 stars out of 5)? Did you encounter any difficulties during your purchase? Did you have any problems with the item? Indeed, your message does not suggest any dissatisfaction, contrary to the rating you have given us. We look forward to hearing from you.

Hello, we're pleased to hear that you're satisfied with our loyalty program, fast delivery and low prices... we've been able to verify that, before, during and after your order, you never contacted us for any problem (order dated 06 March and delivered since 09 March). In order to understand your dissatisfaction with our after-sales service and find solutions, we would like to know the reasons for your disappointment. Our customer service team is at your disposal on (+33) 0963518012 (Mon-Fri 10.00am - 5.00pm, toll-free) to provide you with any assistance you may require if you have encountered any problems with your order. Sincerely

We reported this review to Trustpilot because the user sent an email to our Customer Service department requesting a "commercial gesture in order to submit a review against the first one". Our company does not and will never submit to this type of "blackmail" and it is unfortunate to read that people use this service to obtain discounts in exchange for favorable reviews.

Hello, Instead of advertising to competitors (whose names have been deleted as SPAM in violation of Trustpilot rules) we invite you to really read our GTC. We will take back defective figurines at our own expense and reimburse them in full (including any shipping costs). Our General Terms and Conditions state here: "In the event of defect of a product bought on the present site, the customers have, in accordance with the provisions of the civil code as regards legal guarantee of the hidden defects, a short time to ask for the exchange or the refunding of the product" Good conformity. In addition to the guarantee against hidden defects defined by the French Civil Code, items purchased on this site benefit from the guarantee of good conformity* imposed by articles L211-1 to L212-14 of the French Consumer Code. In order to exercise one of these rights, it is up to them to return the parcel, according to the following procedure: 1) Contact our Customer Service by email or by telephone on 09 63 51 80 12 (10.00am - 5.30pm Mon. - Fri.) and inform them of the nature of the defect found. They will give you the instructions to follow and, depending on the case, will send you a return shipping label. see also https://www.cadeaucity.com/content/16-conditions-generales-de-vente Despite all your "edits", please allow us to remind you that you continue to make a great deal of confusion between breakage linked to transport (informing our CUSTOMER SERVICE of the damage suffered), which is governed by article L. 133-3 of the French Commercial Code (we're based in France) and require rapid intervention, and the guarantee of conformity (the defect in the article - article L211-1 to L212-14 of the French Consumer Code)! Of course, as this is a hand-painted item, we have a duty to warn customers before purchase that there may be differences between products (the manufacturer indicates this as "Unique variations should be expected as this product is hand painted"), so there's a big difference between - breakage due to transport (guaranteed and reimbursed) - manufacturing defect (guaranteed and reimbursed) and hand-painted. All you had to do was contact us, and if, as you claim, these were genuine manufacturing defects (NB these are hand-painted items made using a special technique that enhances their woody feel), we would have sent you a free return label so that we could recover the product and refund its value. You say you've read our terms and conditions, but you've NEVER contacted us, preferring instead to post a negative comment whose sole purpose is to slyly advertise a competitor. We therefore invite you to continue spending more by buying from this competitor. For our part, we will continue to offer other customers our low prices and our services, including an after-sales service which, as you can see from the other hundreds of testimonials, has deserved its 5 stars for years (first FIANET PREMIUM merchant for 7 consecutive years and since November 2018 Trustpilot). Sincerely EDIT: Your comment had been reported to Trustpilot because it clearly and repeatedly named the name of a competitor in violation of anti-spam rules. We therefore strongly doubt the impartiality of this notice.

Hello, thank you for your comment. We are pleased to learn that, despite the poor condition of the shipping carton, the care taken by our teams with its contents enabled you to receive the goods in perfect condition. In reading your comment we note that this is not the first time that your local deliveryman has delivered a carton in poor condition. Unfortunately, we can't keep track of how each driver treats his parcels. We therefore advise you, should the problem arise again, to write a precise and concise comment on the delivery note (which the driver is obliged to accept). For example: "parcel re-scotched", "parcel opened", "parcel wet", "parcel with holes", "parcel damaged", "carton crushed", "carton with a blow" and if any doubt persists, note "refusal for breakage" and also take photos of the carton. To prevent this type of incident, which also affects the good reputation of our company, we suggest that you always opt for delivery with signature or to a post office, so that you are present when you receive the parcel. More than just a Trustpilot notice, written comments on the delivery note and the application of these tips will enable us to raise the awareness of the people who manage parcel distribution in your area and thus prevent the problem from recurring. Best regards

Hello, your order of Sunday December 23 at 17:00 could NEVER have been delivered on the 26th, given that 25/12 was Christmas! We made NO such promise. Colissimo delivery takes at least 48 hours (working days). We would like to remind you, as is clearly stated on our website, that "your parcels will reach you 48/72 hours (expressed in consecutive working days - excluding public holidays) after the day of dispatch" ( https://www.cadeaucity.com/content/1-livraison ). To be sure of receiving your parcel in less than 48 hours, you should have chosen delivery with CHRONOPOST13 (additional cost €12.90). This information was also clearly visible on our website when you confirmed your order. We would also like to point out that your tracking number 6A12226660982 indicates that the parcel was delivered on December 28 and not on December 29. Taking into account the day of dispatch and the public holidays in the period concerned, we delivered perfectly within the timeframe announced on our site ("your parcels will reach you 48/72 hours - consecutive working days - except public holidays after the day of dispatch" ). Sincerely

Hello, We are very sorry that you were not satisfied with our service, which has been distinguished for 10 years by its courtesy and quality. However, please allow us to point out that you notified us of the defect by email on November 26 at 13:38 and our Customer Service department sent you all the return information the same day at 15:57, as well as the return label to send the item back to us. The explanations you received are the standard information we send to all customers requesting a warranty return, and they detail the steps to follow to return the item in order to avoid errors in packaging and/or labeling. We will continue our internal investigation to verify what you were not satisfied with in the responses while noting that your claim was processed and resolved the same day and within hours of your request. Sincerely

Good morning, When we shipped a previous order of his we only received criticism because he complained about not being able to be present at the time of subsequent delivery attempts (why buy online then?), service, etc. etc. . . Recall that we offered her the opportunity to deliver where she wanted (at her place of work, at a relative, friend, neighbor...). Moreover, on our facebook page, phrases bordering on defamation were directed at our company, which, not wanting to activate legal action, preferred to limit itself to a simple ban. In order to avoid the recurrence of unpleasant, costly and unnecessary litigation and to avoid disrespectful attacks on our staff and the companies with which we work, we regret to inform you that we will no longer be able to deliver to the address indicated. Sincerely

Hello, As you already knew (see our email of 14/11), the Post Office has confirmed that your package was delivered to you on 13/11/2018 (tracking number 6A12226652550 - without signature*). Pursuant to art 1315 c.civ, we have requested proof of delivery, which we have sent to you. It is therefore impossible for us to invoke the loss or deterioration of the parcel. We have also advised you to contact your neighbors and your post office and ask your letter carrier. Indeed, as explained on our site, in the case of delivery without signature, the Post Office delivers your parcel to the letterbox and can take the initiative of handing it over to anyone present at the address. It can also deliver to a janitor or concierge who agrees to take delivery. Among the options proposed, you have chosen a letterbox delivery without a signature. Your negative note will not resolve this situation, even if you believe that, despite all the explanations and proof of delivery provided, it is up to our company. We would advise you instead to lodge a complaint for spoliation with the gendarmerie if you think that your letterbox has been opened. Sincerely

We repeat what we have already replied: Dear Madam, on Wednesday afternoon, September 26, at 15h44 you asked us if we could return an item. On the same day we confirmed to you that we would retrieve it at our own expense while also telling you that it was not possible to determine the exact day of the retrieval. She also told us that in any case the package would be available to the courier at the concierge from 8h30 to 12h30. Given the time frame, let us therefore be a little surprised at this very negative note. Surprised because a return request made on a Wednesday afternoon is unlikely to be completely finished (between organizing the retrieval, return of the item, and refund) in less than 3 business days! You wrote this your review two days ago (i.e., Saturday, Sept. 29). Exactly 48 hours after the recall request. Evidently then when you write that you "lost" ONE WEEK seems to us to be a slightly exaggerated statement (moreover, the package was in the concierge desk). It must be understood that the recovery operations (completely free for Customers), require a little time, if only between round trip, moreover in his specific case it was necessary to make sure to find a courier that would pass in his area by 12h30 at the latest. We are therefore sorry to read your dissatisfaction, particularly when our company has been recognized for years to always offer our customers the highest level of service by offering responsive answers to every question, but clearly to certain needs we will never be able to respond favorably because it is "technically" and materially impossible. Therefore, we wish you to find a site that can meet your requests more quickly. Sincerely

Dear Madam, On Wednesday afternoon, September 26 at 3:44 p.m. you asked us to return an item. On the same day we confirmed to you that we would retrieve it at our own expense while also telling you that it was not possible to determine the exact day of the retrieval. She also told us that in any case the package would be available to the courier at the concierge from 8h30 to 12h30. Given the time frame, let us therefore be a little surprised at this very negative note. Surprised because a return request made on a Wednesday afternoon is unlikely to be completely finished (between organizing the retrieval, return of the item, and refund) in less than 3 business days! You wrote this your review two days ago (i.e., Saturday, Sept. 29). Exactly 48 hours after the retrieval request. Evidently then when you write that you "lost" ONE WEEK seems to us to be a slightly exaggerated statement (moreover, the package was at the concierge desk). It must be understood that the recovery operations (completely free for Customers), require a little time, if only between round trip, moreover in his specific case it was necessary to make sure to find a courier that would pass in his area by 12h30 at the latest. We are therefore sorry to read your dissatisfaction, particularly when our company has been recognized for years to always offer our customers the highest level of service by offering responsive answers to every question, but clearly to certain needs we will never be able to respond favorably because it is "technically" and materially impossible. Therefore, we wish you to find a site that can meet your requests more quickly. Sincerely

Good morning and thank you for your review. We are sorry for the delivery delay that penalizes our score, sometimes bad weather or holidays can cause delays and mishaps and for that we apologize. Despite this, the level of punctuality of deliveries made with this courier (hundreds of our shipments each month) is very high and practically borders on 100% even at Christmas, a level that does not justify a change that when tried has never fully satisfied us. Sincerely

Good morning Erica, could you please specify in what way you were not offered the courtesy you requested? It would be interesting to know in what way we have failed one of the pillars of our Customer Service which, as you may have read in the previous hundreds of reviews, is certainly not lacking in courtesy (in 5 years of Trustpilot this is the first such comment with a 2 star note). Your further clarification may allow us to take specific corrections where necessary. Thank you. However, we are glad to hear that your complaint was handled quickly and the item returned (at our expense) and refunded without issue. Sincerely THANK YOU FOR YOUR COMPLEMENT OF INFORMATION. There is always the exception that proves the rule and it is clear that error is always lurking. However, please allow us to specify that we have reread the email exchange and we do not feel in any passage that we have failed to be courteous to you. We sent you "preformatted" emails with instructions for retrieving the item, and when you indicated that you could not know when you would be available to receive the courier (we take back the damaged item free of charge and directly to your door), in the face of your continued unavailability (for work or other reasons) we suggested that we were also available to retrieve the item at the address of your choice. ("""quot. email If you wish, we can have the package retrieved directly at your place of work, or by a neighbor, friend, relative...If this solution suits you, please tell us the alternative retrieval address."") We then showed utmost helpfulness (and proper courtesy) and when she later confirmed the day and retrieval address...she was then not present at the indicated location. In spite of this we were able to retrieve the item, without grievance but simply refunding the item. If needed, we can forward you copies of the emails in question. Retrieving a package is an operation that cannot be arranged on Sunday for Monday (couriers are closed on WE). Notifying us of a change on Saturday or Sunday clearly destabilizes all logistics (!!!). The courier also would not have the right to address another person without explicit request from the sender, particularly by simply reading a sign on a front door. For this reason (after learning of its further unavailability on Sunday for Monday), upon opening our offices we had immediately asked the courier for a second retrieval for the next day (thus the two retrievals overlapped). We remind you that it was we ourselves who proposed in advance that we could retrieve the package from a neighbor, but we did not get any response. For completeness we specify and confirm that the missing splinter on the article had a size of 1 x 3 millimeters (thus difficult to find). It is not in our interest to send damaged items as we fully assume the cost of return under the proposed warranty on our site regarding items that arrive damaged. Sincerely PS for the rest, we will no longer continue to comment on your continued changes to this review which appear to be the result of bad faith. Our company had to organize two retrievals (one of which was unsuccessful) for lack of a minimum of availability and response to our notifications against, remember, an item worth 11 euros. But what more do we need to do?

Good morning, Unfortunately, the problems with delayed deliveries are due to ongoing labor demonstrations at the carrier's HUBs, which are forced to route packages to other sorting centers. Despite the fact that this inconvenience is not due to our will or to an internal problem of our own, we are unfortunately aware that customers hold us responsible by noting with less than positive reviews our performance. We take responsibility for this and despite the fact that the inconvenience is due to causes external to our company, we are trying to resolve as soon as possible any other inconveniences that these strikes might cause to customers and that impact the entire national logistics of all commercial enterprises shipping to Italy. Sincerely Customer Service

Good morning Andrea and thank you for your comment. To date we have sold a few hundred pieces of the item you purchased and this is the first time this has been reported to us. It could be a subjective observation or a color "adjustment" in the PC screen that is not perfectly calibrated, or a defect in the piece you received, in which case please contact our customer service department who will make the necessary checks. Best regards

Good morning, We are truly sorry that on two occasions you have been delivered a product that did not meet your quality requirements and we will ask the manufacturer for more attention during production. Among the thousands of items offered, it is possible that some may involve imperfections not observed by quality control although, we do not remember a similar case on the same customer in 5 years of activity and thousands of shipments made (as testified by our other customer reviews). However, we would like to point out that each time he reported the defect to us, we promptly intervened to take back at our expense and directly to his home, the item in question, and each time we promptly and fully refunded him. In fact, the guarantees and service we offer make it possible to find a solution immediately should cases like this occur. Renewing our apologies for the incident we send you cordial greetings

Good morning, It would be really interesting to have more details regarding the packaging you received. For our company, not getting top marks with every shipment is a disappointment and we are always very sorry about that. The items we shipped to you were packaged in a styrofoam box whose mold completely wrapped the products. Everything was placed in a packing carton suitable for shipping, and environmentally friendly styrofoam was placed inside to fill the spaces and prevent shaking during transport. Finally, the sealing is done with reinforced security tape. Regarding the figurine, we invite you to contact our Customer Service directly at our toll-free number, which remains at your disposal to verify the defect found and provide a quick solution. Sincerely

Good morning, Thank you for your comment and we were able to verify that as a result of an error on the part of the courier company. The tracking of March 9, the day you should have received the package, reports that: """DISGUIDED SHIPMENT-REPARED FOR CORRECT DESTINATION""" this mishap certainly resulted in a delay compared to the expected time frame. However, we would like to point out that your order was placed on a Saturday at 9:00 p.m. and that the delivery time clearly stated on the website is 4 to 6 business days (although then in fact 90% of our deliveries take place in less than 72 hours after ordering). Perhaps you are confusing delivery time with "preparation and shipping time" which as stated on the site"""items are put back to shipping within 24/48h of receiving your payment""". The preparation and shipment of parcels cannot take place during the weekend. For more info www.cittadelregalo.it/content/1-consegna Sincerely

Good morning, as already explained by our Customer Service, in accordance with the general conditions of sale (accepted by you), the automatic replacement is made if the value of the item is higher than 49€. otherwise, we always take back at our expense the item but we "simply" make a full refund of the item. Given the minimal defect you noted and in accordance with the European directives on online sales, we offered you as an alternative to taking back the item a partial refund if you decided to keep the item (but this is your choice and not imposed as a "sine qua non" condition). We therefore feel that we have acted with full respect for a service that has worked for years to provide the greatest possible customer satisfaction. Sincerely

Good morning, we are sorry about what happened and will inform the courier company. But why did you not think to contact our Customer Service Department right away? It is unfortunate that you waited seven days to put a negative review without contacting us directly first. We also have a toll-free number, and we would have solved the problem in no time by replacing the part and asked the courier company for reimbursement of transportation costs due to the fact that someone opened the package before delivering it to you. Sincerely

Good morning Claudio, thank you for your comment, we would like to point out that your item was packed in a "preformed" mold of polystyrene a few centimeters thick, then placed in its original box and finally in a carton suitable for transport closed by security tape. We are sorry that in spite of this care, in your case the box had some dented edges, evidently during transportation there were not the proper precautions that we demand from those who provide such service. We will urge our shipping department to be more careful to avoid these unpleasant incidents, and this although the high level of satisfaction shown by customers with our deliveries has been constant over the years (never let your guard down). However, we are glad to hear that the item arrived to you in good condition and that you are satisfied with your purchase. Best regards Customer Service

Good morning, we are sorry that the courier company in your area did not meet the level of service you requested and therefore your judgment penalizes our company in this way. We use the services of one of Italy's leading freight forwarders that makes thousands of deliveries every day. As already explained by our Customer Service, couriers do not have the ability to deliver a cash-on-delivery package to a government building if the recipient cannot guarantee to be at his office on the appointed day ! In spite of this, your delivery happened regularly in only 3 working days after your order. Trusting in your understanding we send you kind regards.