Teppana UK Opiniones 

Respuesta de Teppana UK

10 jul 2025

Thank you for your feedback and for taking the time to share your experience. We're very sorry to hear that the colour of the rugs did not meet your expectations.

We always aim to present our products as accurately as possible, especially regarding colour. However, we understand that colours can sometimes appear differently online and that in this case, the rug did not match the impression you had from the “Green” colourway. We sincerely apologise for the confusion this caused.

We truly value your comments and have already passed them on to our design and product teams to help improve future listings and avoid similar misunderstandings.

We're glad to hear that the return has been initiated, and your refund should be processed shortly. Thank you again for your honest feedback — we hope to have the opportunity to better serve you in the future.

Respuesta de Teppana UK

14 abr 2025

Dear Diane,

Thank you for taking the time to share your experience – we genuinely appreciate your detailed feedback.

We’re glad to hear that the ordering process was straightforward and that your refund was processed promptly. However, we’re truly sorry to learn that other aspects of your experience fell short of expectations.

We apologise for the inconvenience caused by the delivery process. While we rely on trusted courier services like UPS, we understand how frustrating it must have been to go through the extra steps of changing your delivery date only for the parcel to arrive on the original day.

We’re also very sorry to hear that the rug did not meet your expectations in terms of quality. We strive to present our products as clearly as possible online, but your feedback has highlighted that we may need to improve how we describe and photograph certain items.

Regarding the return process, we understand that international returns can be a hassle – especially with customs documentation involved – and we apologise for not responding to your email queries in a timely manner. This is certainly not the level of service we aim to provide, and we’re actively working on improving our customer support response times.

Thank you once again for your honest feedback. It’s invaluable in helping us improve both our products and our service.

Kind regards,
The Teppana Team

Respuesta de Teppana UK

14 abr 2025

Dear Edna,

Thank you so much for your kind words and for placing a second order with us – we’re delighted to hear you’re pleased with your new carpet!

We’re also glad to know that the ordering and delivery process met your expectations. That’s exactly the experience we aim to provide.

Regarding the return of your first carpet, we appreciate your patience. If you’re still awaiting your refund, please don’t hesitate to reach out to our customer service team with your order number – we’ll be happy to look into it right away and make sure everything is processed smoothly.

Thanks again for your continued trust in Teppana!

Warm regards,
The Teppana Team

Respuesta de Teppana UK

5 may 2025

Thank you for taking the time to share your experience – and we’re truly sorry that things went so wrong with your order.

1. Long wait and delivery issues:
You’re absolutely right to be disappointed after such a long wait, and we completely understand your frustration. Your order should have arrived far earlier, and the whole situation with the repeated reorders was understandably upsetting.

2. UPS issue and incorrect customs request:
To clarify what happened: unfortunately, there were internal issues with UPS, our shipping partner at the time. Due to a mistake on their end, you were wrongly asked to pay customs and tax fees that should not have applied. This also affected the delivery timeline. We now work closely with our logistics partners to prevent this kind of error from happening again, and we’re genuinely sorry that you were caught in the middle of it.

3. Refund and your decision to cancel:
We’re glad we could process your refund quickly once you reached out, but of course, we wish it hadn’t come to that. You deserved a smooth and timely delivery, and we deeply regret that we didn’t deliver on that promise.

4. Thank you for your fairness:
It means a lot to us that, despite everything, you still took the time to mention the many positive reviews you had seen beforehand. We hope you'll give us another chance in the future – and if you ever do, please don’t hesitate to reach out directly so we can take extra care with your order.

Warm regards,
The Teppana Team

Respuesta de Teppana UK

4 abr 2025

Dear Shelley,

Thank you for taking the time to leave your feedback. I'm genuinely sorry to hear that your experience on the phone didn’t meet your expectations.

Due to a poor phone connection, it was unfortunately difficult to understand parts of the conversation, which may have made the exchange feel less smooth than intended. When you called, we were able to locate your order using your phone number, which was linked to your original purchase. This allowed us to quickly provide the delivery update, even though we hadn’t yet confirmed your name.

Regarding your request for a copy of the original confirmation email: while our system doesn’t allow us to resend automated confirmation emails, we’re always happy to manually send an invoice or any relevant details upon request – which I did offer during the call.

Your rug is scheduled to be shipped within the standard 1–2 week delivery window, as outlined on our website and in the confirmation email.

We’re truly sorry that your confidence in us was shaken. Please rest assured that we take all feedback seriously and are always working to improve both our service and communication. If there’s anything further we can assist you with, don’t hesitate to reach out.

Respuesta de Teppana UK

20 mar 2025

Dear Claire,

Thank you for your feedback. We are truly sorry for the issues with the delivery and have promptly refunded all the costs incurred.

Regarding the rug pad, we’d like to explain that it is intentionally sent in two pieces because, in larger sizes, it would be too difficult for one person to handle. This information is also available on our website. The pad is also purposely made slightly smaller to ensure a smoother transition and to keep it hidden beneath the rug.

We are glad to hear that you like the rug’s design. If you have any further questions or concerns, please feel free to reach out – we’re here to help!