Customer reviews of WonderCity

Dear Luca,

Thank you for your feedback. However, we must correct several points.

Contrary to what you indicate, our operation has not changed: at CadeauCity, the rule has always been "1 order = 1 package." An order containing available items and pre-orders is therefore shipped when the entire order is available.

This rule, like the shipping conditions and the thresholds for free shipping, is clearly stated in our General Terms and Conditions of Sale, which every customer is invited to read and must accept when placing their order. Therefore, it is neither a new rule nor a condition discovered after the purchase.

It may happen that we proceed with several shipments when the value of the concerned items allows each to reach the threshold for free delivery. This probably explains the separate shipments you benefited from in the past. This does not mean that we can systematically split an order into several packages for free.

In your case, you wanted to reserve several items with different availability dates, while receiving each as soon as it arrives. This requires multiple orders, and when their amounts do not individually reach the free shipping threshold, the corresponding delivery fees apply.

It is also inaccurate to claim that "no solution" was proposed to you. Our customer service took the time to study your situation and proposed several possibilities: delivery to a relay point, free from €60, grouping items with close dates, or using your loyalty credit. We understand that these solutions may not have suited you, but they were indeed researched and proposed.

As for the "feeling of contempt," we sincerely regret it. On the contrary, we dedicated several exchanges to your request, trying to explain our operation and look for possible solutions.

We understand that you would have preferred us to cover the additional shipments. However, not complying with this request does not mean despising a loyal customer or favoring "low-cost logistics": each additional shipment has a real cost, and the same rules, known and accepted at the time of the order, apply to all our customers.

We still hope to have the opportunity to fully satisfy you on your next order and to count you among our loyal customers for a long time.

Hello Mathilde

We are sincerely sorry for this inconvenience!

You can make your return request online from your customer area.

It will only take you a few moments. At the end of your request, you will be able to download your prepaid return label and send the item back to us. As soon as we receive your package, we will proceed with the exchange or refund of the item according to your wish and the available stock.

We remain at your complete disposal for any further information.

Dear Customer,
your package was personally delivered on August 29 at 13:26. We have the delivery receipt with signature. Could you please check this and contact our customer service if necessary?

Update from 25/09: our customer service sent you the proof of delivery on 11/09, after your message, but has not received a response from you since then. We therefore assume that you have indeed received this package. Please do not hesitate to contact us again if that is not the case.

Dear Customer, First of all, we would like to assure you that the products we sell are brand new and genuine. We are very sorry if the condition of the box and the product does not meet your expectations. We invite you to request a return online from your customer area. We will be happy to assist you if necessary.

Dear Customer, We are sorry that despite all precautions taken, the item arrived damaged. Of course, you can return it free of charge for an exchange or refund with a simple click from your customer space. Please feel free to contact our customer service department, who will be happy to help you.

Dear customer, we are sincerely sorry for this inconvenience. In fact, the manufacturer had originally planned a version of the plush with drooping ears and had forwarded visuals that correspond to this version. On the final product, the ears are oriented upward. We thank you for bringing this to our attention and have updated the visuals on the website. Of course, you can return the item to us free of charge and receive a refund if you wish.

Dear Customer, We're sorry to hear that despite all the precautions we took, the figurine arrived damaged. We therefore understand your disappointment. You can, of course, request an exchange or a refund in just a few clicks from your customer area. 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 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 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, 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'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.

Dear Julien, we're very sorry for the inconvenience. You can make an exchange either by using our online form ("Returns" link in the footer of the website) or by contacting our customer service department. You will receive a new figurine as soon as possible.

Dear Géraldine, we are very sorry for the inconvenience. We will of course exchange or refund the item, whichever you prefer. You can do this online directly from our website or by contacting our customer service department. Of course, we'll pay the return postage. Please note that the items we sell are all new, genuine and officially licensed. It may happen that an item is defective, but this is exceptional. In this case, you can count on our responsiveness. We apologize for any inconvenience this may have caused you. Total customer satisfaction is our top priority.

Dear customer, we apologize for this inconvenience and hope that the item arrived undamaged. On the other hand, you made a request for assistance on 19/01 at 8:45 am with your order number only. Our customer service department replied at 9.23 a.m., a few minutes later, asking how we could help you with this order. We have not heard from you since. Customer service will call you back immediately.

Dear Customer, we are very sorry for this inconvenience. We invite you to return this item for a prompt exchange, either by using the returns management interface at your disposal, or by contacting our customer service team, who will be happy to assist you.

Hi Laura, we are sorry but we never received the requested photo, can you please check and send it back to us? We will then send a courier to your home to pick up the item and make an exchange. We always respond very quickly. If you don't hear back from us within 24 business hours this is not normal.

Dear Vincent, This is indeed a pre-order novelty, as indicated on the product sheet. Its release is scheduled for the end of January. You will find this information on the shopping cart validation page, and within an hour of placing your order, we sent you a summary e-mail again reminding you of the item's estimated availability. Of course, you can cancel your order at any time, simply by emailing our customer service department. You will be reimbursed immediately.

Dear Isabelle, we're really sorry about this inconvenience! Despite all the care we take in preparing and protecting our parcels, it unfortunately happens that an item may break during transport. You can request a return online for a quick exchange or refund. We have just sent you all the necessary information by email.

We sincerely apologize for this inconvenience. We will contact you immediately to arrange an exchange. Our customer service is at your disposal.

Dear customer, we're sorry about this bad experience! However, we informed you by e-mail on February 17 of a delay at the manufacturer's due to recurring strikes in French port areas. Our e-mail did indeed refer to a delay of 2-3 weeks, and reminded you that you could cancel your order at any time. You can of course return the item to us for a full refund.

Dear customer, You ordered on 18/12 and your parcel was dispatched the same day by Colissimo 48h. This parcel was ready for delivery to the address indicated on 20/12, but there was a redirection contract for this address. La Poste was therefore unable to deliver and resent the parcel to the redirection address. We're very sorry about this disappointment, but if you had told us that the address was redirected, we would never have promised you delivery before Christmas. Address redirections are handled directly by La Poste, and we have absolutely no control over delivery times. We can only guarantee delivery to the address indicated on your order.

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 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.

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, 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

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, 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 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.