SD Anmeldelser 

Besvarelse fra SD

8. maj 2026

We truly appreciate you taking the time to leave a review. It’s wonderful to know you had such a positive experience.

Besvarelse fra SD

8. maj 2026

Thank you for shopping with us and for leaving such lovely feedback. We’re thrilled you’re happy with everything.

Besvarelse fra SD

Opdateret den 8. apr. 2026

Hi Hannah

Thank you for taking the time to leave a review, Hannah. I am truly sorry for how drawn out and frustrating this experience has been for you – especially during a kitchen renovation, when you simply needed clarity and working lights in place.

I have carefully reviewed the full correspondence so that I can respond accurately.

As you mention, this item was listed as a pre-order at the time of purchase, with an estimated arrival date shown. When you ordered on 13 November, the website stated an expected mid-December delivery. On 5 December we confirmed that the supplier’s inbound shipment had moved to early January. This change was due to a revised delivery date at the manufacturer, followed by their Christmas shutdown period, which meant deliveries to retailers did not resume until January. At that stage we offered a refund, but you understandably chose to continue as alternatives were limited.

Unfortunately, as a reseller, when items are advertised as pre-order we are dependent on the manufacturer’s shipping schedules. We only receive confirmed dates once stock has physically arrived with them and passed their quality control process. We always share the most up-to-date estimated arrival date available to us, but those dates can shift if the supplier’s inbound shipment is delayed. I completely appreciate how disruptive and disappointing that was in your situation.

In early January, the supplier’s date moved again to mid-January, and we continued to provide updates as we received them. I fully accept that the changing timelines and the need to chase at times added to your frustration.

In relation to delivery, we marked the item as shipped shortly before it arrived, which automatically triggers an email confirming it is on the way. Our driver would also usually send a text message on the day with an approximate two-hour delivery window. I am sorry if that did not happen on this occasion – I will be speaking to him to ensure that process is consistently followed.

When the lights were delivered and you reported that several strands were broken or missing, we immediately contacted the supplier and arranged replacement parts. A set of the stone shard droplets and linking components were sent, as we understood that to be the fastest way to get the parts to you. However, you explained that constructing these is very fiddly and delicate, which I completely appreciate, and that this was not a practical solution.

Since posting your review, we have now received fully constructed shell droplets from the manufacturer in the Far East and have sent these out to you. I am pleased to hear that you have confirmed everything is now resolved.

After such a long wait, this should have been a straightforward and smooth experience from the outset. I am sorry that it was not, and I appreciate your patience while we worked through the replacements to reach a proper resolution.

Regarding your comment about not speaking to the same person – we are a small customer care team, and all of us respond to cases. However, every team member has full visibility of the entire email and call history, so you should never need to repeat yourself. The full thread is always in view so we know exactly what the case relates to and where it stands. I am sorry if it did not feel seamless from your perspective.

We are genuinely sorry that on this occasion we did not deliver the level of experience we aim to provide, but I am pleased we have now been able to put this right for you.

Peter Snowdon
Founder, Shropshire Design

Besvarelse fra SD

16. feb. 2026

Hi Keith,

Thank you for taking the time to share your experience. I am genuinely sorry that we have left you feeling this way.

This was an unusually complex situation for us. As you know, half of the item was scanned and recorded by the carrier as collected, but they later completely denied having it. Because of this very rare scenario, the case had to be created and handled differently within our system while we worked through the dispute with the courier. That does not lessen the inconvenience caused to you, but it does explain why the process did not follow our usual path.

Having reviewed everything personally as the owner and founder of Shropshire Design, I completely agree that you did not receive the level of proactive communication you should have done.

Whilst I can see that our team answered your calls promptly whenever you contacted us, we should have been keeping you regularly updated without you needing to chase. Even brief “we’re on track” progress updates would have demonstrated that the matter was in hand, and I am disappointed that we did not provide that reassurance.

As you are aware, once it became clear the original box could not be located, we had to order a completely new item from the brand in the Netherlands. This can take up to four weeks, which unfortunately contributed to the delay in resolving the issue. However, the lead time does not excuse the lack of communication during that period.

In terms of the final stage, we received confirmation from the carrier that the replacement part had been successfully delivered, and on that basis believed the order to be complete. That said, we should still have followed up with you directly to ensure everything had arrived as expected.

I have reached out to you personally with a goodwill gesture, which I hope goes some way towards recognising the frustration and inconvenience caused.

We value our customers deeply, and when we fall short, it matters. Your feedback has been taken seriously and will help us improve how we manage complex cases like this in future.

Besvarelse fra SD

Opdateret den 3. feb. 2026

Hi Lorna

Thank you for taking the time to leave a review, and I’m genuinely sorry to hear the rug wasn’t quite the right size for your space. We absolutely understand how disappointing that is, particularly when you had hoped to exchange it for the next size up.

I’d really like to help resolve this for you, and also clarify a couple of points from your review.

Returns and courier costs

As outlined in our returns policy, customers are responsible for arranging and covering the cost of returning items. This allows you to choose a service that is insured and suitable for the product being returned. Returns in our industry can unfortunately be costly, as delivery charges are higher for high-value items that are heavy, large and/or fragile. For that reason, we always try to minimise returns wherever possible by providing clear product information and supporting customers before ordering, so that you can purchase with confidence and with as few doubts as possible.

That said, the return costs you’ve been quoted do sound rather excessive, and we can help. We can recommend suitable couriers and also support you in arranging a return for considerably less than the figures you’ve been quoted.

Repackaging charges

I also need to correct the point raised about a “repackaging charge” for simply opening the item. We do not charge customers a repackaging fee just because an item has been opened to check size/fit.

I have reviewed the email thread with our Customer Care team and I can see that we did try to provide helpful guidance on selecting an appropriate insured courier, including suggestions of providers and comparison sites. That said, we absolutely want to support you further and help make the return as hassle-free as possible. I will email you personally to follow up and help you organise the return at a more reasonable cost.

Kind regards,

Peter
Founder, Shropshire Design

Besvarelse fra SD

29. jan. 2026

Hi Brigette,

Thank you for your review and I’m very sorry for the disappointment and frustration this situation has caused.

I completely understand why you feel let down, particularly as you were originally advised on 27 January that delivery was expected into our warehouse on 28 January, with delivery to you likely the following week.

Following Richmond Interiors’ large inbound shipment, we were alerted to a discrepancy and discovered that the specific item we were expecting was not included. This unfortunately caused confusion and a change to the delivery information we were able to provide at that time.

I would also like to acknowledge that when you called on 29 January, you were advised that delivery may not be until the end of February. This estimate was based on the supplier information we had at that moment from Richmond Interiors, and I’m sorry that this change was not communicated sooner and more clearly.

I would also like to clarify the stock position. Whilst Richmond Interiors may have stock available within their wider network, this was not available in the UK at that time – the available units were held in the Netherlands and would require onward shipment to the UK, which takes additional time.

However, following that call, I investigated this further personally as the founder of Shropshire Design, as I felt we should be able to do better. After doing so, I emailed you later that day (prior to your review) to confirm updated information from Richmond Interiors advising that deliveries of this item would commence from 02/02, and that the expected delivery into us would more likely be mid-February. This was based on our commitment to expedite the item from the Netherlands to the UK as quickly as possible (approximately two weeks), rather than the end of February.

As part of that email, we also offered a further 5% discount as a gesture of goodwill should you wish to continue with the order. This was in addition to the 15% discount already applied to the item, meaning it was already being supplied at a highly competitive price.

I was sorry to receive your email confirming that you wished to cancel and request a refund.

I can confirm your refund has been processed this evening. Depending on your bank’s processing times, it should appear back with you within the next few working days.

As the owner of the business, I’m genuinely saddened to hear of your experience. Whilst issues like this are rare, when they do happen it matters deeply to us – and I cannot apologise enough for the inconvenience and disappointment caused. We always aim to be transparent with customers, and we appreciate you bringing this to our attention.

Best wishes,

Peter Snowdon
Founder – Shropshire Design

Besvarelse fra SD

3. feb. 2026

We’re so pleased to hear you had a great experience. Thank you for taking the time to leave a review.