Customer reviews of WonderCity

Dear William, We confirm what our customer service has reported, which is that the transfer was made on 29/12, right after your return was processed by our team, so you will receive it in your account this week. The usual bank times for a European transfer are 3 to 5 days, taking into account the public holiday on Monday. Our customer support will contact you again in a few days to verify that you have received the transfer. We thank you for your patience.

Dear Customer, We are very sorry for the inconvenience. Your first parcel was delivered against the signature of a person on your behalf. Your complaint has triggered an investigation which is currently underway with the delivery agency. Our customer service department, which is following this matter with attention and determination, will be sure to get back to you in the next few days. We would like to thank you for your patience, as delays may be a little longer than usual due to the time of year.

Dear Customer, We are very sorry to hear that, despite all the precautions taken, the item arrived damaged. We therefore understand your disappointment. You can, of course, request an exchange or refund from your customer area in just a few clicks, and we will pay the shipping costs. Please do not hesitate to contact our customer service team, who will do their utmost to ensure that your experience remains satisfactory despite this inconvenience.

Dear Customer, We're sorry to hear that despite all the precautions we took, the items arrived damaged. We therefore understand your disappointment. You can, of course, request an exchange or refund from your customer area in just a few clicks, and we will pay the shipping costs. Please do not hesitate to contact our customer service team, who will do their utmost to ensure that your experience remains satisfactory despite this inconvenience.

Dear Customer, Your parcel was dispatched the same day and delivered the following day. You disputed the delivery, which triggered an investigation by Chronopost. This investigation revealed that the delivery was compliant and the parcel was delivered according to your own instructions. Despite this, we took responsibility for the loss and sent you a new parcel, using another carrier (GLS) who certified that they had delivered the parcel to you. However, you have again disputed the delivery. As a result, investigations are continuing with the carriers and their respective local agencies. We are well aware of the inconvenience caused, but are counting on your patience and understanding given the exceptional nature of this case, which we are continuing to follow with the utmost attention. We will get back to you as soon as the situation evolves.

Dear Simone, thank you very much for your order! We would like to clarify that the return costs in Germany are always free of charge, regardless of the reason. For international returns, these are free if there is an obvious defect, but if there is a change of mind, the shipping costs remain at the customer's expense. However, we are working with our partners and hope to be able to offer free returns from Austria in the near future.

Dear customer, We are sincerely sorry for the mishap you experienced with your purchase in our online store. I understand your frustration and want to assure you that your case is of great importance to us. I would like to inform you that we have processed your return request and sent you an e-mail with all the necessary instructions on Sunday, December 3 at 7:00 pm. This e-mail included a link to schedule a free pickup of the defective merchandise. However, it appears that you have not yet clicked on this link to complete the process. I kindly encourage you to check your inbox, including your spam folder, to find the e-mail we sent you and follow the instructions provided to schedule the pickup. If you encounter any difficulties or need further assistance, please do not hesitate to contact our customer service department. We are here to help you and make sure your experience with us is a positive one.

Dear Customer We are very sorry for any inconvenience. However, after verification, your parcel was dispatched on Friday 24/11 and delivered on Monday 27/11 in accordance with our estimated delivery time. We are therefore quite surprised by your comment about a delay. Does it relate to your experience of purchasing from our company?

Dear Customer, Your parcel was dispatched on November 13th at 2.04pm, the day after you placed your order, and bears the tracking number 00HTRBJD at GLS, as we confirmed to you by e-mail that day. However, we notice that this parcel has not been delivered and seems to have been lost. We sincerely apologize for this inconvenience. Customer service will immediately open a claim with the carrier and get back to you to find the best solution for you (sending a new parcel or refund) and will also offer you a commercial gesture for the inconvenience caused. We apologize for this exceptional incident, which is beyond our control.

Dear Customer, We are very sorry to learn that despite all the precautions taken, the parcel arrived damaged. We understand your disappointment. Please do not hesitate to contact our customer service team, who will do their utmost to ensure that your experience remains satisfactory despite this inconvenience.

Dear Customer We are sorry and surprised to learn that on two occasions the item arrived damaged, despite all the precautions and care taken to protect the package. Customer service is following your case with attention and will not fail to find a solution to ensure that your purchasing experience remains satisfactory despite these setbacks.

Dear Frédérique, We sincerely regret your disappointing experience. After a thorough evaluation with our teams, we would like to provide you with the following additional information. It is true that our preparer decided to cut a piece of polystyrene to insert the second item in the same parcel, in order to save you unnecessary shipping costs. Both items and their respective packaging were in perfect condition; only the polystyrene had been altered. We take note of your dissatisfaction with this procedure, which until now has never given rise to concern, as the condition of the polystyrene is not generally considered essential by our customers. In any case, we offered you an exchange at our expense. Unfortunately, from your return, the replacement product appears to have traces of glue. We are awaiting receipt of the returned item to better understand the situation. In any case, we would like to emphasize that the items we sell are new and genuine. It should also be noted that certain Premium items, such as statues from the Disney Mastercraft range, are systematically checked by our teams. They are opened and visually inspected before shipment. Although it may happen that some products have paint defects, such as traces of glue, we are sincerely sorry if such a defect has escaped our vigilance. Until we receive your return package, we have already credited €10 to your loyalty card as a sign of our commitment to your satisfaction. We would like to assure you that our customer service is following your case with great attention and will spare no effort to resolve this situation satisfactorily, with the aim of fully regaining your trust.

Dear Customer, we're very sorry about this inconvenience. Despite all the care we take in preparing and protecting our parcels, it can unfortunately happen that a fragile figurine arrives damaged. We will of course exchange it.