Reviews WonderCity

9.8/10
★★★★★
based on 8138 reviews published

Summary of reviews

Generated by artificial intelligence

The online store WonderCity is praised for its impressive product quality and attention to detail, with customers frequently noting the beauty and craftsmanship of items received, such as beautifully represented figurines and intricate designs. Delivery times are consistently highlighted as fast and reliable, with many reviews mentioning that packages often arrive earlier than expected and are well-protected during shipping, ensuring items reach customers in pristine condition.

Latest neutral customer reviews

2 /5
★★☆☆☆

The item I ordered arrived chipped (the package was intact and did not contain the chip). Initially I thought Customer Service was great, because of the speed of responses; later, however, I was struck by the lack of courtesy, which is due in case the other person (me, in this case) is courteous and helpful. I was still able to return the item and be refunded. _______________ I AM RESPONDING HERE BECAUSE I DON'T KNOW HOW ELSE TO DO IT. I actually notice that the reviews are very positive, so I guess mine was an isolated case; however, this is the first time I have ordered from you and, unfortunately, I was not satisfied. First of all, the item I ordered was put in the box already broken (it even looked like it was glued, but I cannot be sure of that). Also, the dry tone of two emails I received from Customer Service was really inappropriate (and I wrote it down, via email precisely). In any case, if mine was an exception, all the better. LAST PRECISIONS 1) I'm sorry I can't attach a PHOTOGRAPH from the item (I'll put it up then AS A PICTURE OF MY PROFILE), with -evidently- the splinter (the item was small and the splinter very visible); I had taken the figurine to give it as a gift and couldn't do so. 2) THE COURIER FOUND ON THE DOOR OF THE HOUSE A CARD WITH THE INDICATION TO KNOCK AT THE DOOR EXACTLY IN FRONT OF ME, BECAUSE -knowing I was away on business- I ASKED A NEIGHBOR TO DELIVER THE PACKAGE IN MY PLACE. Immediately after talking to my neighbor and gathering her availability, I ALSO WRITTEN TO HER BY MAIL (Saturday or Sunday) and was told, "You should have informed us on Friday as soon as you received our email." THE FACT IS THAT THE COURIER ALWAYS ARRIVED AND, ON THE DAY ESTABLISHED (Monday, the 6th), HAD NO PROBLEM RECOVERING THE PACKAGE FROM MY NEIGHBORS, BECAUSE THERE WAS MY CART WITH THIS INDICATION. The next day (Tuesday) a second courier arrived, it is not clear why: obviously I had nothing to give him, since the package had been picked up -as scheduled- the day before. I am sorry that it is so difficult to recognize things as they are, in their entirety.

User icon
Erica
Translated review
Answer from WonderCity
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?
3 /5
★★★☆☆

My package arrived late with exchange problems during shipping...from the 12th that I placed the order it arrived on the 21st thanks to a tip from me...good thing I moved well in advance not knowing the site...otherwise I wouldn't have gotten my goods on time...the Lady who handled my paperwork was very nice and courteous. I hope next time she will be more accurate

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Maria S.
Translated review
Answer from WonderCity
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
3 /5
★★★☆☆

The figurine arrived in pristine condition and the speed of shipping was also good, less than a week. The only problem is that the color does not match the picture on the website. In the picture the color of the dress is more intense, burgundy red, while to me it came in an orangey red, and there is quite a difference.

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Cliente A.
Translated review
Answer from WonderCity
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
2 /5
★★☆☆☆

Bought for the 2 time a disney figurine the first one came to me with a stain on the face,and last week the 2 order had a large amount of glue on the platform and the dress was all discolored I think I will not shop on this site anymore

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Pako76
Translated review
Answer from WonderCity
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
3 /5
★★★☆☆

The packaging is not the best. One figurine has a stain

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Fabio C.
Translated review
Answer from WonderCity
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
3 /5
★★★☆☆

The product arrived in excellent condition as if I had purchased it directly from the store. The only downside was the delay in receiving the package as it was not 48 hours as stated but almost 10 days

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Sabrina
Translated review
Answer from WonderCity
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 http://www.cittadelregalo.it/content/1-consegna Sincerely
3 /5
★★★☆☆

The merchandise is always beautiful however if it arrives damaged it should be replaced regardless of the price paid. But instead it's not or they give you a refund or a very small discount on a future purchase.

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Laura R.
Translated review
Answer from WonderCity
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
3 /5
★★★☆☆

Prompt in delivery, but one of the three gifts ordered was slightly marred on the face--almost satisfied....

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Antonio.
Translated review
2 /5
★★☆☆☆

I purchased multiple items in a single order and these were jammed into a single box without padding on three sides of the package. The result: although on the outside it looked okay, once I opened the package I had a bitter surprise; one of the three items arrived with the cardboard torn and the styrofoam shredded, with the statue dancing in it. The site is called "Gift City," but who would gift an item reduced to this state!!!?

User icon
Claudio
Translated review
Answer from WonderCity
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
2 /5
★★☆☆☆

I BUY ONLINE WHEN THE PRODUCT I AM INTERESTED IN CANNOT BE FOUND IN A STORE.

User icon
Ivana L.
Translated review
Answer from WonderCity
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.


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