Customer reviews of WonderCity

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, 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, 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 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

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