Reply from CurtarraMay 13, 2025
Dear Sunaina,
Thank you for bringing your concerns to our attention. We take every piece of feedback seriously and greatly value the trust our customers place in us.
According to our records, your first order was placed on April 4, 2025, for a total of four curtain panels.On April 14, you contacted us stating that you only received 1 panel, and that its size was incorrect and unusable. Without providing the requested necessary proof for after-sales support, you mentioned that due to the urgency of the situation, you had to purchase ready -made curtains locally and requested a full refund.
After investigating with our factory and reviewing the shipping records, including the weight of the parcel and the logistics tracking, everything confirmed that 4 panels were included in the shipment. However, we truly understand how important every order is to our customers. In the spirit of resolving the matter as soon as possible, we processed a refund for your order.
We believed the issue had been fully settled. However, on May 3, we received another issue report from a different email address. At that time, we were unaware that the two orders were connected. The issue raised was strikingly similar— not only the issue of curtain quantity and size discrepancies but also the way the story tells. This reminded us of the issue from the previous month.
We always prioritize our customers and carefully reviewed the inspection and shipping records once again, finding no irregularities. Upon closer inspection, we noticed the two delivery addresses were very close, and although the email and shipping address had changed, the same credit card was used for both orders. What surprised us even more was that the photo provided in the second claim showed a curtain style that you previously reported as missing in the first order.
We’ve also mentioned in our email communication that we always strive to ensure every customer is satisfied. We are committed to listening carefully to all feedback and concerns, and we hope that you can communicate with us fairly and honestly. With this mutual understanding, we believe we can work together more effectively.
Best regards,
Curtarra Team
