Gowallpaper Ltd Opiniones 

Respuesta de Gowallpaper Ltd

24 sept 2026

Hi Imogen,

We are sorry to read this review, as we always aim to resolve any genuine concerns as fairly and promptly as possible. However, we do feel it is important to clarify the facts surrounding this order for anyone reading the review.

The statement that the order specifically requested the same batch number with no alternative being acceptable is not consistent with the order information we received. The order notes did include a request relating to the batch number, but they also indicated that an alternative was acceptable. This distinction is important, because where an alternative is expressly accepted, it means that we are permitted to supply a different batch if the requested batch is unavailable. It would therefore be incorrect to suggest that we knowingly ignored a clear instruction stating that no alternative batch could be supplied.

We also need to clarify the suggestion that the rolls supplied were simply the “wrong batch”. Wallpaper batches are important because colours and shades can vary between production runs. This is precisely why customers are advised to check that all rolls are from the same batch before installation. Where a customer has accepted an alternative batch, the fact that the supplied batch differs from the originally requested batch does not, by itself, mean that the wrong product has been sent.

Regarding the claim that rolls with the same batch number were completely different colours, we take any genuine colour discrepancy seriously. However, this is something that needs to be investigated properly rather than concluded from a public review. Printing, lighting, photographs and the way wallpaper is viewed can all affect the perceived colour, which is why we would normally ask for photographs and the relevant batch/roll information so that the matter can be properly assessed.

We also strongly disagree with the suggestion that we have simply been “ignoring” emails or that we were deliberately refusing to help. We have communicated regarding the order and have attempted to deal with the matter based on the information and instructions provided with the order. We are always willing to investigate a genuine issue, but we cannot accept responsibility for an outcome that contradicts the actual instructions given to us when the order was placed.

We appreciate that the customer may be disappointed with the outcome, but a review should reflect the complete circumstances of the order. In particular, it is important to make clear that an alternative batch was expressly indicated as being acceptable. That means the situation is materially different from an order where the customer had clearly stated that only the specified batch was acceptable and no alternative should be sent.

We remain happy to review any specific concerns regarding the colour or condition of the wallpaper if the relevant batch numbers, photographs and order details are provided. Our aim is to resolve genuine problems wherever possible, but we also believe it is only fair that the circumstances and the instructions actually provided with the order are accurately represented.

best.

go wallpaper

Respuesta de Gowallpaper Ltd

23 sept 2026

Dear Michael,

Thank you for your feedback. We are sorry to hear you are unhappy with your order and understand the inconvenience caused.

We would, however, like to clarify why we have repeatedly requested the labels from all five rolls.

Our complaints procedure requires all roll labels to be retained and provided, not simply where there is a colour-matching issue. The labels contain important batch and manufacturing information which is required to identify the product and, where appropriate, raise the matter with the manufacturer.

As your order contained five rolls, we require the labels from all five. Without them, we cannot properly establish the batch information or investigate whether the rolls came from the same production batch.

It is also important to clarify that all wallpaper must be checked before and during installation. This includes checking for colour variation, patchiness, printing defects or any other visible issue. If an issue is identified, installation should stop immediately and the remaining rolls should not be used until the matter has been investigated.

This is standard practice when installing wallpaper, and an experienced decorator should be aware of the importance of checking rolls before hanging them. If an obvious issue is present, continuing to install the product can make it considerably more difficult to establish when and how the issue occurred.

We are not dismissing your comments regarding the colour or patchiness. However, we cannot determine whether the product was defective without being able to properly identify and inspect the relevant rolls and their manufacturing information.

We also cannot accept responsibility for decorating or removal costs without first establishing that the wallpaper was defective and that the required inspection procedure was followed.

Our request for all five labels is therefore not an attempt to avoid your complaint. It is a necessary part of our complaints process and is required before we can properly investigate the matter with the manufacturer.

If you can provide the labels from all five rolls, together with photographs showing the alleged defects, we will review the information and consider the complaint accordingly.

Kind regards,
Go Wallpaper

Respuesta de Gowallpaper Ltd

22 sept 2026

Dear Becki,

Thank you for your feedback. We are sorry to hear that you are unhappy with your order.

We would, however, like to clarify that the wallpaper supplied was not damaged or defective. The paper is black, as ordered, and was supplied in accordance with the manufacturer’s product information. The difference you are referring to relates to how the colour appears, rather than the product being supplied incorrectly.

This was a special-order item, and the applicable special-order terms would have been made clear at the time the order was placed. As this item was specifically ordered in for you, it is not eligible for return simply because you have decided that you do not like the colour or how it appears.

We appreciate that this may not be the outcome you were hoping for, but it is not accurate to suggest that the item was deliberately classed as a special order in order to prevent a refund, or that we supplied a product that we could not otherwise sell.

We have explained our position regarding this order and, unfortunately, there is nothing further we can add to the matter.

Kind regards,

Go Wallpaper