1st order and last. Dreadful items/ Owner of business unprofessional and put phone down on us!
Response to reply and our review.
Your response is not honest. You spoke over the top of my wife and denied there were issues. You did not ask for photos, you offered one option only. Collection but without a specific time fram. When my wife told you she could not do that, you again interjected and would not let her finish. Because she was not prepared to just let it go, you put the phone down. You are the owner of the company. You are also the person that packaged the items up, knowing they were all damaged before sending them. You cannot believe surely, that it’s acceptable to do that. Then you expect my wife to wait in for a courier to come without a guarantee of when. She explained she had hospital appointments for her father and couldn’t wait in for days. Your response here shows how you operate your company. You know you sent items out damaged, yet are still making excuses. Your behaviour was not acceptable, do not blame my wife, for the way you are running your company and treating your customers.
1st order which arrived 14th Feb 2026. Order was for 3 vintage t light oil lamps.
We were looking forward to receiving, as they seemed just what we needed.
Upon opening the box, first thing noticed is the packaging was awful. That wasn’t the worst. Every lantern base was faulty. 1 base big dent. All 3 bases at tops buckled right in. 1 base fake wick turner, set in base so tilting down into the base instead of being straight. All base bottoms, caved inside the base.
Husband and I called immediately to complain, as they should never have been shipped like it as not fit for being sold. Julie (owner) answered and confirmed she had packaged them and sent them out like it. When i pointed out she should never have sent them in that condition.
Julie (owner of business) would not accept it and said she didn’t notice the problems and eventually put the phone down on us. There is no way on earth she could not have seen how many faults and problems these lamps had but she chose to send them out like it anyway, leaves us gobsmacked. These are one of the worst items we have ever received.
The only offer we had was to return them, but would mean i would have to wait in for courier to collect. I am unable to do, due to hospital appointments etc and as no printer.
In all my years i have never experienced such an unprofessional attitude by an owner of a business, neither have i had confirmed that the owner packaged the items, but failed to notice all the faults they have. Then to top it all off, she puts the phone down a would not accept she knew how bad they were.
What a great start to Valentine’s Day, as they were my present. I can’t recommend this company, due to our dreadful experience, which has left me feeling quite upset and frankly for me ruined the start of our valentine day morning. WE do not recommend this company, due to the multiple faults on all items received today and then the unprofessional manner in which owner of company behaved towards our complaint. Would be a 0 Star rating if available, which is such a shame.
Antwort von Vintagecharm
Dear Errol,
Thank you for your feedback. I’m sorry to hear that you were unhappy with your experience.
I would like to clarify that I did try to resolve this matter for you. I requested photos of the reported faults so I could assess the issue, and I offered a full refund upon return of the items. I also offered to arrange a courier collection at a convenient time for you, but this was declined.
As a small independent business, I do need items to be returned before issuing a refund, which is standard policy.
I’m sorry that we were unable to resolve this on this occasion. I always aim to provide a positive experience for all customers and take feedback seriously.
I had no option but to put the phone down, as your wife would not allow me to speak. I really did try to talk, but was completely spoken over.
Kind regards,
Julie Hatton
Business Owner
