Thank you for taking the time to share your experience. We are sorry that your order ultimately did not work out as hoped, and we completely understand the disappointment caused by the delay.
We would, however, like to provide some additional context regarding the order and our ordering process, particularly for the benefit of customers reading this feedback.
Your order was placed on 20 May, with the incoming shipment expected to arrive in the UK around late July/early August. Unfortunately, that shipment was subsequently delayed and, once we became aware of the change, we updated you with the revised expected timeframe. On 17 August, you decided that you no longer wished to wait for the delayed shipment and asked to cancel your order. We completely respected that decision and proceeded with the cancellation.
We would also like to clarify the reference to full payment. Maison Haven offers customers a number of payment options at checkout, including the option to secure an order with a 50% deposit rather than paying the full balance upfront. Full payment is therefore not a requirement when placing an order with us.
Regarding availability, Maison Haven offers a large collection of handmade and hand-finished furniture, with many pieces produced in batches both in the UK and internationally. We deliberately continue to offer our established designs when they are between shipments or production batches, rather than removing them from our collection each time immediate stock is exhausted.
Availability can therefore change, particularly on our most popular designs. Where an item is not immediately available, customers are provided with an estimated lead time for the next incoming shipment. Our team is also available by telephone, email and live chat to confirm the latest availability before an order is placed.
We fully accept that on this occasion the original delivery expectation was not achieved, and we understand why you ultimately chose not to continue with the order. While we would of course have preferred the opportunity to fulfil your order once the delayed shipment arrived, we respected your decision to cancel.
We also acknowledge your frustration regarding the refund timeframe. Once a cancellation is processed, funds must pass back through the relevant payment provider and banking system before appearing in the customer's account. Nevertheless, we appreciate that when a customer cancels an order, they understandably want those funds returned as quickly as possible.
Our approach is designed to give customers access to a much wider choice of distinctive furniture, including pieces that may temporarily be between production batches, while offering flexible ways to pay and the opportunity to confirm current availability with our team before ordering.
We are sorry that the delay meant we were unable to complete your order on this occasion, and we appreciate you taking the time to share your experience.
