Customer reviews of WonderCity

Good morning, Thank you for your comment. Simply allow us to point out that the shipping costs, as clearly specified before validating the order, were 5.9€ as the total amount of the order itself was less than 49€ (free shipping from 49€ purchase). You chose cash on delivery payment, which as reported involves an additional flat fee of 4.9€ (collection charges). If you had chosen payment by Card, Paypal or bank transfer you would not have paid any cash on delivery cost. All this is specified in the shopping cart before validating the payment. Best regards

Good morning and thank you for your comment. Just allow us to point out that regarding the collection you requested, all items available in Europe (but also many normally available only in the USA) are on our site. In particular all the very latest items. Clearly in some cases it is necessary to wait for the manufacturer to deliver. Also, if a product runs out and a restock is planned, its image with the price always remains visible to everyone. For example, if you click on the image of the item itself, you can enter your email in a special box to be notified as soon as the item becomes physically available for purchase again. On the other hand, if an item is sold-out (no longer in production) we prefer to remove it permanently from the site to avoid unnecessary waiting. Best regards Customer Service

Good morning, thank you for your comment, however please allow us to clarify that you did not pay the shipping charges. You were only billed for the COD charges as you chose to pay cash to the carrier. As specified on our website before validating your order, cash on delivery has fixed collection fees. In contrast, payment by paypal, credit cards or wire transfer has no fees. It is the customer's choice. 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 M.Grazia, we are sorry for the inconvenience and will report it to the carrier. When such cases occur we must imperatively write reservations on the carrier's delivery note at the very moment the goods are delivered (as written in the security tape that closes our cartons), immediately check the contents (always in the presence of the carrier) and if necessary refuse the package. However, we are happy to learn that everything inside was complete and undamaged :) Sincerely

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