Boulies Opiniões 

Resposta da Boulies

23/10/2023

We're sorry to hear about the issues that you were experiencing with your chair. We understand that our support team is currently assisting with your case. Our support team sent you email but has not received your order number or the delivery address used when purchasing the order. We need to confirm the chair model and order number to activate the warranty then send you the replacement for free.
We sent you a request to confirm the model of your chair again and we hope to hear back from you. Our support team will confirm the chair model based on your reply in order to send you replacement parts to solve your problem.
We hope this helps to clarify and your kind efforts to provide our team with the order info will be much appreciated. If you have any other questions, do let our team know.

Resposta da Boulies

23/10/2023

Thank you for providing us with your information and we are sorry to hear about your experience. We have located your ticket, and our support team sent you a reply email that day, but due to system reasons, it was not sent successfully at that time. We are sorry for this issue, and we have arranged testing by our IT department to avoid this issue in the future. Usually, our support team will respond to every customer within 24 hours.
We also remind our support team to pay more attention to whether each email is successfully sent, and we fully understand the importance of prompt response in this situation.
All in all, we truly appreciate the kind patience you have provided us with thus far. Please be assured that our support team will do their best to assist and resolve your case for you as swiftly as possible.

Resposta da Boulies

12/10/2023

Hello, we acknowledge your dissatisfaction with the initial quality of the product and the complications you encountered with the replacement parts. We assure you that offering a new seat base at no extra cost was intended as a genuine attempt to rectify the situation swiftly, given the challenges you faced with the gas lift tool. It's important to clarify that we currently have the necessary stock and the new seat base would require only 2-3 days for delivery, not a month. However, we respect your decision to opt for a refund instead.

Regarding the refund process, we apologize if there was any misunderstanding. Our records indicate that our support team initiated your refund request on 10th October, contingent upon the return of the original chair. We intended to make this process as hassle-free as possible by offering a free collection service. We are currently awaiting the photographs of the packaged product and your preferred collection time, which are customary steps to ensure the product is adequately prepared for safe transport back to our warehouse.

We kindly ask you to check your email for our previous communications regarding the refund process and provide the necessary information so we can proceed. Your satisfaction is important to us, and we are committed to completing this process to your preference as swiftly as possible.

We apologize again for any inconvenience you've experienced, and we're here to support you through the next steps of the process.

Resposta da Boulies

10/10/2023

We sincerely apologize for the inconvenience you have faced. We understand the frustration and disappointment that comes with receiving a damaged product.

Our products are quite heavy and large, requiring special tools for couriers to move and handle them. Unfortunately, despite our best efforts, some packages do get damaged during shipment due to circumstances beyond our control. We acknowledge the complexities involved in transporting products of this nature, and while we constantly strive to ensure a safe delivery, occasional hiccups do occur. And sorry again for all the inconvenience caused.

Resposta da Boulies

12/09/2023

We're truly sorry to hear about your recent experience with our customer service. Unfortunately, it appears that your emails were mistakenly directed to our spam folder, which prevented us from responding promptly. We sincerely apologise for this oversight and the frustration it has caused.

I understand that you have undertaken all the necessary steps for a refund, including dismantling the chair and providing us with photos as requested. It is regrettable that we failed to reciprocate your efforts with the requisite urgency and responsibility.

Please be assured that we are taking this matter very seriously and have arranged for the collection of the chair.

Thank you for bringing this to our attention, and we are very sorry for the inconvenience and distress caused. We are committed to resolving this swiftly to ensure your satisfaction.

Resposta da Boulies

8/09/2023

Hello,

We're really sorry to hear that you're experiencing this issue. We wanted to let you know that we received your email on the 5th of September and responded promptly the following morning on the 6th of September. Unfortunately, it seems we haven't yet received a reply from you.

We are eager to assist you and resolve this matter; we're just awaiting your response to proceed. Please could you check your spam folder, as sometimes emails can inadvertently end up there?

Rest assured, our support team is on standby to support you through this.

Resposta da Boulies

2/09/2023

Hello, sorry for the shipment delays. Just to clarify, the order you kindly placed on 24th August 2023 was a pre-order, and as per our website, the anticipated dispatch date was set for 29th August 2023.

The stock is back to our warehouse which is located in the Pebmarsh on the 28th of August, promptly sending the dispatch request the very same day. While the shipment was arranged for the 29th, due to the increased volume of orders following the bank holiday weekend, there were some delays. Typically, DPD would collect the parcel on the same day; however, owing to thousands of orders need to proceed one day, only one truck was available to pick up parcels. This causes some delays in a pick-up process.

We genuinely understand the concerns such delays can cause and deeply regret any inconvenience this might have brought you. Please be assured, we are actively looking into refining our shipping methods and urging our warehouse team to enhance their efficiency.

Resposta da Boulies

12/09/2023

We're really sorry to read about the difficult experience you've had with your purchase and the ensuing return process. It sounds like this was far from the straightforward and attentive service we aim to offer, and we deeply regret the inconvenience and frustration you've been put through.

We acknowledge that the instructions regarding the disassembly of the chair were not clear and the unnecessary confusion that ensued. It is unacceptable that the initial courier did not turn up as scheduled and that you were left waiting for extended periods without clear communication from our end.

We genuinely appreciate your feedback on both the product and your customer service experience. It is clear from your experience that we have substantial room to improve in both the clarity of instructions provided for product returns and in our responsiveness to customer communications. We are taking your feedback seriously and will work diligently to improve our services to prevent a similar situation from happening in the future.

We also understand your concerns regarding the reviews and want to assure you that we maintain a policy of honesty and transparency with all our customer reviews.

We are glad to hear that your refund has been processed, albeit not in a timely manner as it should have been. We sincerely apologize for the fact that this process has not lived up to the standard we aspire to, and the undue stress it has caused you.

We understand that we have fallen short in your eyes, and while we are grateful for your feedback which will help guide our improvements, we are sorry to have lost your trust. We are taking your advice to heart as we work on improving our customer service to offer a more reliable and trustworthy service in the future.

Resposta da Boulies

29/08/2023

Hello, sorry for that. We dispatched to you the new seat cushion intended for our Elite 2024 series. This cushion is consistent with our previous model as we haven't altered the backrest design. However, you've repeatedly mentioned that you cannot use the cushion and desire the originally designed one. Although your two-year warranty has lapsed, our support team, in consideration of your situation, offered to provide you with one at no charge. Subsequently, you reported the cushion was defective and requested additional chair parts, aiming to assemble a new chair - a request that exceeds our standard service. We sent you an another one seat cushion but you said that the seat cushion was dective and want a brand new chair for free.Our support team genuinely wishes to assist, but within the confines of their remit. It's challenging for us to provide a gratis chair, especially after supplying a replacement cushion and refunding you, notwithstanding our success in the PayPal dispute.