LR
Lisa R
1 reviews | Active since Aug 2021
24 Aug 2021, 13:38
Misleading advertising and professionalism should be improved
I'm completely appalled by the product I received from this company. Initially, I was so excited to order from them as I had some amazing pictures of their furniture on their website and Instagram and thought what a #WIN and the Raulf that I was emailing for inquiries was always so friendly and understanding which made me feel confident to take the risk of ordering their furniture without seeing it in person first. I'm from Gauteng and ordered from Cape Town which meant the delivery from the courier company would obviously be quite pricey. I took the risk and have to say I am so disappointed. The piece was nothing like what they advertise and a sore eye! It looked horrible, to say the least, and totally nothing close to what they advertise. After calling to report how unhappy I am and uploading images comparing what they advertise and what they gave me, their response was that they won't always be the same, but you could clearly see that this was nothing similar to what they had advertised and out of anger the manager just hung up after saying she will refund me. So even if I receive the refund, I paid so much for a courier that I won't get back, so I definitely won't be ordering from here ever again or even bother recommending this to anyone, what a waste of my money and even if you try to contact them on their WhatsApp line they just bluetick your messages, very unprofessional. Why add a WhatsApp link on the website if you'll ignore customers? Won't recommend this place to anyone for their peace and sanity.
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Replies (4)
Hand Made by Fynbossie's replyOfficial
24 Aug 2021, 14:41Hi Lisa. This is quite sad that you would write a review like this when we did nothing wrong and in fact, supp**** 100% the correct product. Our Blue gum logs are legit logs that are cut down from actual trees and everyone knows that no tree ever looks the same nor ever will. We do also mention on our website that due to the nature of the product, no 2 products will ever look the same.
Logs are a natural product and we honestly can't put every single different look of log on our website as no one will ever look the same. We will eventually sit with 1 million different pictures on our website for the log alone. It's absolutely impossible.
You are honestly the first client to ever complain about our logs, all our other reviews on our website clearly states everyone is happy with it and if it was really a case of 'misleading' I think our reviews would be flooded with statements like that but in fact, it's not.
Our policy is clear that if we are not in the wrong, we don't refund as all our products are made per order and we don't have a shop to sell them at. When you raised your voice over the phone I decided to rather put this to bed and offer you a refund instead of going in circles and not getting anywhere. Even though your consultant advised that the refund will only be processed when the log is collected, I still did the refund yesterday so I definitely don't see any problem with professionalism here. We even had your order done before your last lay buy instalment was due and offered that if the final amount is paid, your order can be collected, instead of making you wait another 6 weeks after your final payment is received. Again, not seeing any issue with professionalism.
We don't have any link whatsoever to our whatsapp number and no where we say we can be whatsapped on the number provided. Yes, the number provided is on whatsapp but we don't use it for client communication due to a very few clear reasons. Communication gets thrown over all platforms such as Whatsapp, Instagram, Facebook, email, sms and calls. We can't keep track of where what was communicated and things get lost, thus we decided to ONLY keep communication via email or calls as we can then easily keep track of where what was said and know where to look for what.
Again, I am truely disappointed that we received a review like this that I feel is entirely untrue.
Logs are a natural product and we honestly can't put every single different look of log on our website as no one will ever look the same. We will eventually sit with 1 million different pictures on our website for the log alone. It's absolutely impossible.
You are honestly the first client to ever complain about our logs, all our other reviews on our website clearly states everyone is happy with it and if it was really a case of 'misleading' I think our reviews would be flooded with statements like that but in fact, it's not.
Our policy is clear that if we are not in the wrong, we don't refund as all our products are made per order and we don't have a shop to sell them at. When you raised your voice over the phone I decided to rather put this to bed and offer you a refund instead of going in circles and not getting anywhere. Even though your consultant advised that the refund will only be processed when the log is collected, I still did the refund yesterday so I definitely don't see any problem with professionalism here. We even had your order done before your last lay buy instalment was due and offered that if the final amount is paid, your order can be collected, instead of making you wait another 6 weeks after your final payment is received. Again, not seeing any issue with professionalism.
We don't have any link whatsoever to our whatsapp number and no where we say we can be whatsapped on the number provided. Yes, the number provided is on whatsapp but we don't use it for client communication due to a very few clear reasons. Communication gets thrown over all platforms such as Whatsapp, Instagram, Facebook, email, sms and calls. We can't keep track of where what was communicated and things get lost, thus we decided to ONLY keep communication via email or calls as we can then easily keep track of where what was said and know where to look for what.
Again, I am truely disappointed that we received a review like this that I feel is entirely untrue.
Hand Made by Fynbossie's reply24 Aug 2021, 14:41
Official
Hi Lisa. This is quite sad that you would write a review like this when we did nothing wrong and in fact, supp**** 100% the correct product. Our Blue gum logs are legit logs that are cut down from actual trees and everyone knows that no tree ever looks the same nor ever will. We do also mention on our website that due to the nature of the product, no 2 products will ever look the same.
Logs are a natural product and we honestly can't put every single different look of log on our website as no one will ever look the same. We will eventually sit with 1 million different pictures on our website for the log alone. It's absolutely impossible.
You are honestly the first client to ever complain about our logs, all our other reviews on our website clearly states everyone is happy with it and if it was really a case of 'misleading' I think our reviews would be flooded with statements like that but in fact, it's not.
Our policy is clear that if we are not in the wrong, we don't refund as all our products are made per order and we don't have a shop to sell them at. When you raised your voice over the phone I decided to rather put this to bed and offer you a refund instead of going in circles and not getting anywhere. Even though your consultant advised that the refund will only be processed when the log is collected, I still did the refund yesterday so I definitely don't see any problem with professionalism here. We even had your order done before your last lay buy instalment was due and offered that if the final amount is paid, your order can be collected, instead of making you wait another 6 weeks after your final payment is received. Again, not seeing any issue with professionalism.
We don't have any link whatsoever to our whatsapp number and no where we say we can be whatsapped on the number provided. Yes, the number provided is on whatsapp but we don't use it for client communication due to a very few clear reasons. Communication gets thrown over all platforms such as Whatsapp, Instagram, Facebook, email, sms and calls. We can't keep track of where what was communicated and things get lost, thus we decided to ONLY keep communication via email or calls as we can then easily keep track of where what was said and know where to look for what.
Again, I am truely disappointed that we received a review like this that I feel is entirely untrue.
Logs are a natural product and we honestly can't put every single different look of log on our website as no one will ever look the same. We will eventually sit with 1 million different pictures on our website for the log alone. It's absolutely impossible.
You are honestly the first client to ever complain about our logs, all our other reviews on our website clearly states everyone is happy with it and if it was really a case of 'misleading' I think our reviews would be flooded with statements like that but in fact, it's not.
Our policy is clear that if we are not in the wrong, we don't refund as all our products are made per order and we don't have a shop to sell them at. When you raised your voice over the phone I decided to rather put this to bed and offer you a refund instead of going in circles and not getting anywhere. Even though your consultant advised that the refund will only be processed when the log is collected, I still did the refund yesterday so I definitely don't see any problem with professionalism here. We even had your order done before your last lay buy instalment was due and offered that if the final amount is paid, your order can be collected, instead of making you wait another 6 weeks after your final payment is received. Again, not seeing any issue with professionalism.
We don't have any link whatsoever to our whatsapp number and no where we say we can be whatsapped on the number provided. Yes, the number provided is on whatsapp but we don't use it for client communication due to a very few clear reasons. Communication gets thrown over all platforms such as Whatsapp, Instagram, Facebook, email, sms and calls. We can't keep track of where what was communicated and things get lost, thus we decided to ONLY keep communication via email or calls as we can then easily keep track of where what was said and know where to look for what.
Again, I am truely disappointed that we received a review like this that I feel is entirely untrue.
LR
Lisa R's updateReviewer Update
24 Aug 2021, 14:50Unfortunately, on here I can't post images, but immediately when my fiance came home he asked me what this item was and it was definitely not what we has seen and wanted to purchase for our house. This actually just confirmed what I had seen myself as this is definitely not what you post or advertise and we were both greatly disapppointed. What I received can't even be put in the same category as what you categorize, what I got seems like you just cut a tree and sent it to me like that, it looks **********. It looks nothing like what you advertise and I completely understand that handmade products cant be 100% the same but it should be similar and show that it's from the same place. I myself am an artist and I know that no two paintings will be exactly the same I understand that fully, however from painting to painting you'll still see that the same artist worked on this. With the log I received, it honestly wouldn't even fit to be put on your website, it would chase customers away.
LR
Lisa R's update24 Aug 2021, 14:50
Reviewer Update
Unfortunately, on here I can't post images, but immediately when my fiance came home he asked me what this item was and it was definitely not what we has seen and wanted to purchase for our house. This actually just confirmed what I had seen myself as this is definitely not what you post or advertise and we were both greatly disapppointed. What I received can't even be put in the same category as what you categorize, what I got seems like you just cut a tree and sent it to me like that, it looks **********. It looks nothing like what you advertise and I completely understand that handmade products cant be 100% the same but it should be similar and show that it's from the same place. I myself am an artist and I know that no two paintings will be exactly the same I understand that fully, however from painting to painting you'll still see that the same artist worked on this. With the log I received, it honestly wouldn't even fit to be put on your website, it would chase customers away.
LR
Lisa R's updateReviewer Update
24 Aug 2021, 14:58And regarding payment, my last payment was due end of SEPTEMBER, and me even taking the option of 3 months was because of the wait as its per order so I took the option and I was allowing time as you take a few weeks to make the item. but within the first month, I had made all the payments, so I'm not sure why you're making it seem like you did me a favour by not making me wait 6 weeks because I had paid even before the 3 months arrangement I had made. Anyway, I was very upset on the phone as I tried explaining and showed you images as well to prove what I was saying and you completely discarded that. I can guarantee that you wouldn't post a log that looked like that on your social media as it looks nothing like what you post and is such an eyesore. It's quite unfortunate that I can't attach pics to show the disturbing difference in the product I received.
LR
Lisa R's update24 Aug 2021, 14:58
Reviewer Update
And regarding payment, my last payment was due end of SEPTEMBER, and me even taking the option of 3 months was because of the wait as its per order so I took the option and I was allowing time as you take a few weeks to make the item. but within the first month, I had made all the payments, so I'm not sure why you're making it seem like you did me a favour by not making me wait 6 weeks because I had paid even before the 3 months arrangement I had made. Anyway, I was very upset on the phone as I tried explaining and showed you images as well to prove what I was saying and you completely discarded that. I can guarantee that you wouldn't post a log that looked like that on your social media as it looks nothing like what you post and is such an eyesore. It's quite unfortunate that I can't attach pics to show the disturbing difference in the product I received.
Hand Made by Fynbossie's replyOfficial
24 Aug 2021, 15:13It's definitely unfortunate that you can't attach pics as I would also love to show people what your log looked like but not to worry, as soon as I receive the log back in my procession, I will post pics of it on social media (as I do need to advertise it and sell it) and then you're welcome to view if everyone else shares your sentiments. I will also put those pictures on our website, additional to the ones we have on there already.
We do cut down the tree and give you that log, it's not a machine that manufactures it. I don't think you have any idea how much work goes into preparing it for clients. After it's cut down and completely rough, the bark needs to be removed piece by piece, then it needs to be grinded to smooth out the rough edges and then again sanded to give it a smooth feel and not have splinters in your hand when you touch it. Then we treat it for pesticides. And if it's not perfect, we have to grind and sand again. This doesn't tell you the amount of time it takes and it sounds easy but 1 log alone takes 3-5 days to complete on its own.
I end this by saying I entirely do not agree with your review and feel it is highly uncalled for. I will no longer engage in this.
We do cut down the tree and give you that log, it's not a machine that manufactures it. I don't think you have any idea how much work goes into preparing it for clients. After it's cut down and completely rough, the bark needs to be removed piece by piece, then it needs to be grinded to smooth out the rough edges and then again sanded to give it a smooth feel and not have splinters in your hand when you touch it. Then we treat it for pesticides. And if it's not perfect, we have to grind and sand again. This doesn't tell you the amount of time it takes and it sounds easy but 1 log alone takes 3-5 days to complete on its own.
I end this by saying I entirely do not agree with your review and feel it is highly uncalled for. I will no longer engage in this.
Hand Made by Fynbossie's reply24 Aug 2021, 15:13
Official
It's definitely unfortunate that you can't attach pics as I would also love to show people what your log looked like but not to worry, as soon as I receive the log back in my procession, I will post pics of it on social media (as I do need to advertise it and sell it) and then you're welcome to view if everyone else shares your sentiments. I will also put those pictures on our website, additional to the ones we have on there already.
We do cut down the tree and give you that log, it's not a machine that manufactures it. I don't think you have any idea how much work goes into preparing it for clients. After it's cut down and completely rough, the bark needs to be removed piece by piece, then it needs to be grinded to smooth out the rough edges and then again sanded to give it a smooth feel and not have splinters in your hand when you touch it. Then we treat it for pesticides. And if it's not perfect, we have to grind and sand again. This doesn't tell you the amount of time it takes and it sounds easy but 1 log alone takes 3-5 days to complete on its own.
I end this by saying I entirely do not agree with your review and feel it is highly uncalled for. I will no longer engage in this.
We do cut down the tree and give you that log, it's not a machine that manufactures it. I don't think you have any idea how much work goes into preparing it for clients. After it's cut down and completely rough, the bark needs to be removed piece by piece, then it needs to be grinded to smooth out the rough edges and then again sanded to give it a smooth feel and not have splinters in your hand when you touch it. Then we treat it for pesticides. And if it's not perfect, we have to grind and sand again. This doesn't tell you the amount of time it takes and it sounds easy but 1 log alone takes 3-5 days to complete on its own.
I end this by saying I entirely do not agree with your review and feel it is highly uncalled for. I will no longer engage in this.