Maison Leonie

excellent, vlug verzonden en goed verpakt

Snelle levering en goed verpakt.

Goede service.

An excellent experience and a very friendly and welcoming service.

Excellent

I have tried to contact Maison Leonie on several occasions to understand why they unilaterally rejected my return of a globe they supplied when it reached customs in their country. I had returned to the globe according to the written instructions I was given by Liesbeth (I had emailed in advance to ensure I had the right address and to clarify the returns procedure and she had responded). I paid the return costs for the courier as per the terms and conditions. I then received an email from Maison Leonie saying I was liable for import costs as I had not written "returns" on my box (which was not something that Liesbeth had instructed I must do). I emailed Maison Leonie to query this and instead of responding to my email, Maison Leonie unilaterally rejected my parcel at customs and it has been returned to the UK. They have refused to answer any email since and have deleted my posts on social media where I have been forced to try and contact them. The product they supplied - a globe - was not fit for sale. The quality was simply terrible - it was made with paper print/wallpaper (covering a ball) that did not even match up at the joins so there were countries where the name was split between separate pieces of paper which did not align, together with loose seams. In addition, much of the print had rubbed off. This was clear from the outset and the product should never have been sold. So I am left with not only a terrible product, but now additional return costs, no refund and appalling customer service. I believe Maison Leonie have assumed that because I am based in the UK I may be less likely to pursue this through legal channels. I have now seen your response to this review. I am copying the exact words from my first message to you about my return and then your response. Nowhere do you say I have to write "return order" on the box: "Sadly I will need to return the product and receive a refund. Please can you let me know how best to arrange this? I will be shipping from the UK." "We are very sorry to hear that you are not satisfied about the product. However, our return policy says that the client is responsable for return costs. Once the article has returned here, we will refund you. Have a nice day, Liesbeth" I then emailed to confirm the address to which I should send the return which you provided. I subsequently received this message from you: "Recently we received a letter about the return you had to us. Apparently we need to pay €40,66 to get the package. Did you write 'Return order' on the package? Otherwise we can refund you the amount minus the import taxes we have to pay. Kind regards, Team Maison Leonie" I queried this in response: "Hello Thank you for the below. I had been advised the the package was held in customs but not that you needed to pay - I was trying to find out why it was delayed so this helps to explain what happened. I did not write ‘Return Order” as I was not advised to do so. I corresponded with Liesbeth as to what I needed to do for the return and she just told me to return the order and gave me the address (I can forward you this correspondence if helpful). I sent the return as a tracked package with Parcel Force on 10th August ’23. I do not understand why you need to pay as I have already paid £40 to Parcel Force to return the package to you. Please can you advise further. Thanks. Tiffany" You then ignored this response, unilaterally returned the package to me in the UK, did not provide a refund, and have refused to answer every other email I have sent since, in addition to deleting my Facebook posts where I have tried to contact you, and my DMs on Instagram. I would like to know how you intend to resolve this issue?