FAEReviews of fae.house

Reply from FAEDec 17, 2024

Hi there, Thank you for your message, and we sincerely apologise for the delay in processing your order. During busy sale periods like Black Friday, we experience a higher volume of orders, which can lead to delays in both shipping and response times. As mentioned on our website, we kindly ask customers to allow a couple of extra days for processing and communication during these times. We understand your frustration, and we assure you that your order is important to us. Our team is working hard to get all orders dispatched as quickly as possible. Please check your inbox for an update on your order, and feel free to reach out if you have any further questions or concerns. We truly appreciate your patience and understanding. Thanks, The FAE team x

Reply from FAEDec 17, 2024

Hi Karol, We strongly disagree with the claims made in your review, which we believe to be completely false and misleading. As per our returns policy, we require items to be returned first for an exchange, as we do not offer refunds. This is clearly outlined on our website, and we’ve communicated this to you throughout our interactions. We’ve worked diligently to resolve your concerns, but your accusations of mockery and ridicule are untrue. Our customer support team has always maintained professionalism, kindness and has actively assisted you within the guidelines of our policy. The review you’ve posted is an exaggeration of the situation, and we have already reached out to Trustpilot to have it removed. We are a legitimate business and have made every effort to resolve your matter fairly and in accordance with our procedures. Thanks, The FAE team

Reply from FAEDec 17, 2024

Hi Elena, We’re sorry for the frustration this situation has caused. We understand how disappointing it can be when there are delays in receiving your order. After reviewing your case, we can confirm that the package was delivered on Thursday, October 17th. It appears there were delays with the carrier, and we sincerely apologise for any confusion or inconvenience this has caused. We have been in touch with DHL to investigate, but based on their confirmation, the package has been successfully delivered. Thank you for your patience, and we truly appreciate your understanding. Thanks, The FAE team x

Reply from FAESep 20, 2024

Hello Gregor, I hope you are having a lovely day. We’re sorry to hear that your experience didn’t meet your expectations. As a premium brand, we take pride in using high-quality, sustainable fabrics for all our products. While slight colour variations can occur between different production runs, we work hard to ensure consistency and top-tier craftsmanship in every piece. We’re pleased that we were able to resolve this issue with you over email, and we appreciate your understanding. Your satisfaction is incredibly important to us. If you have any further issues or concerns please don't hesitate to reach out to our customer service team. Thanks, The FAE team

Reply from FAESep 23, 2024

Hi Rita, We’re very sorry to hear about your continued frustration. As per our records, we responded promptly to your emails and processed your refund. We also have proof of the remittance. Unfortunately, the delay you’ve experienced appears to be due to an issue with your bank, which is unfortunately beyond our control. We understand how frustrating this must be, and we appreciate your patience as we worked with you to resolve the matter. Please reach out to your bank again, as they should be able to confirm the refund on their end. We’ve done everything we can from our side to ensure this is resolved and would be happy to assist further if needed. Thanks, The FAE team x

Reply from FAEAug 9, 2024

Hello Anna, I hope you are having a lovely day. I am genuinely sorry that you are disappointed with your purchase. At FAE, we pride ourselves on delivering premium products. Our customer service team have now resolved this issue with you via email. If you have any further issues or concerns please don't hesitate to reach out to our customer service team. Kind regards, FAE xx

Reply from FAEAug 5, 2024

Hello Gumus, I hope you are having a lovely day. I am genuinely sorry that you are disappointed with your purchase. At FAE, we pride ourselves on delivering premium products. Our customer service team are in the process of resolving this issue with you via email. If you have any further issues or concerns please don't hesitate to reach out to our customer service team. Kind regards, FAE xx

Reply from FAEJan 27, 2023

Hi Florenda! We are truly sorry you have had this experience. We pride ourselves on our premium quality and high levels of customer service and I am so sorry you feel this hasn't been true for you. We have discussed this via detailed email correspondence already. I am sorry that was unsatisfactory for you. As you mentioned, one set was absolutely fine. Due to the fact the swimwear had already been worn, it is immediately ineligible for resale. If the item had been faulty in any way we would have been extremely happy to refund you the whole cost of the bikini and replace it with another or another product entirely but not in the case of a change of heart after wear. Ivory is off-white by definition so it has been accurately advertised also. If this issue had been repeatedly brought to our attention it would absolutely be something we would investigate further, however sadly this is simply an isolated incident. Buyers are made very aware of our policies and procedures repeatedly on our website, and in our email correspondence we also clearly discussed how this has been followed in this case also. We kindly offered the 30% discount on a future purchase as a gift due to the fact you were disappointed with your decision of bikini and we take customer satisfaction very seriously. Once again, I offer my sincere apologies you are dissatisfied, please reach out if you wish to discuss this further. Have a lovely day Kind regards, FAE XXX