MF Reviews 172

Reply from MF

May 29, 2024

Hi Emily,

Thank you for voicing your concerns on Trustpilot. I’m sorry for any frustration you’ve experienced, and I’m committed to resolving this matter swiftly.

We have responded to your queries as promptly as possible, including our last communication on 27th May where we addressed the unavailability of the Sheridan Luxury Hotel Cotton 1000 Thread Count Sheet in midnight. We offered alternative colour options and have been awaiting your decision to either select a different set or process a refund.

Additionally, I understand your concerns regarding pricing. It’s important to note that our pricing was set based on the conditions at the time of your purchase. Currently, Sheridan is undergoing a mid-year sale, which has unexpectedly lowered their prices beyond our current discounts. Unfortunately, these market fluctuations are beyond our control.

To proceed, could you please respond to our email from 27th May? Confirming your preference for an alternative product or a refund will allow us to finalise your order promptly.

We aim to ensure your satisfaction and appreciate your understanding as we navigate these issues. Thank you for your prompt attention to this matter, and I look forward to your response.

Best regards,
Manchester Factory

Reply from MF

Updated Apr 4, 2024

Dear Connie,

First and foremost, I would like to extend our heartfelt apologies for the distress and inconvenience you have experienced, not only with the quality of your Linenova Sheet Set but also with the communication from our team, which notably did not meet your expectations. Having thoroughly reviewed your correspondence, it's evident that we failed to provide the prompt and considerate response you deserved, particularly around the Easter break, which unfortunately contributed to our delayed reply.

The issue you encountered with the sheet set pilling so shortly after purchase is concerning and falls below the high-quality standards we strive to uphold at Manchester Factory. We recognise the frustration this has caused, especially when compounded by a perceived lack of responsive support from our end.

I appreciate your patience and understand the steps you've contemplated taking, including mentioning the ACCC. It's clear that our response times were significantly impacted by the Easter break, a time when many of our team members were away, which is far from the level of service we aim to provide.

In light of this, we are taking immediate actions to ensure this does not happen again:

Your replacement order is being processed as a matter of priority, directly addressing the issue with the product.

We are currently reviewing our customer service procedures to guarantee more effective and timely communication in the future, even during holiday periods like the recent Easter break.

Rebuilding your trust is paramount to us, and we are committed to making things right. While we acknowledge your considerations regarding the ACCC, we are hopeful to resolve this matter to your satisfaction directly, demonstrating our dedication to your customer experience.

Your feedback is invaluable and instrumental in driving our efforts to improve. We are eager for the opportunity to restore your confidence in Manchester Factory.

Reply from MF

Jan 24, 2024

Dear Brett,

Thank you for taking the time to share your feedback on your recent purchase of the Bambury Darlington Sand Quilt Cover. We're truly sorry to hear that your experience has not been satisfactory, and I'd like to address the points you've raised.

Regarding the delivery of your items in two separate parcels, this is a result of our practice of dispatching products efficiently from various warehouses across Australia. We understand that receiving multiple packages can sometimes be less convenient, and we appreciate your patience in this matter.

As for the quilt cover, I understand your disappointment with the design. The envelope closure, a feature of this particular commercial-grade product, is indeed different from the more commonly found button or zip closures. This design aspect is detailed on our product page, and I regret any confusion this may have caused.

While our policy does not permit returns or exchanges for washed items, please rest assured that we take customer feedback seriously. It is crucial in helping us to improve our products and services. We always aim to ensure that product descriptions on our website are clear and informative, helping our customers make well-informed decisions.

We thank you again for your feedback. If you have any further queries or require additional information, please feel free to contact us.