Sand Art HomeReviews of sandarthome.com

Reply from Sand Art HomeMar 2, 2026

Bonjour Héloïse, Merci pour votre message et pour la mise à jour de votre avis. Nous comprenons parfaitement votre inquiétude au moment de l’attente, surtout lorsqu’il s’agit d’un cadeau de Noël. Concernant le suivi, nous n’avons pas pu envoyer les notifications de tracking par email car aucune adresse email valide n’était associée à la commande. C’est la raison pour laquelle vous n’avez pas reçu les mises à jour habituelles. Nous sommes toutefois heureux que votre commande soit arrivée dans les délais annoncés et surtout que le produit vous plaise. Nous prenons également en compte votre remarque concernant le suivi par email afin d’améliorer encore notre communication à l’avenir. Merci pour votre confiance et votre retour.

Reply from Sand Art HomeMar 2, 2026

Hi Gazelle, Thank you for your feedback. We are truly sorry for the inconvenience you experienced during the shipping process, although we are glad everything was resolved in time and that you received your order before Christmas. In this case, the initial shipment was returned because the product was damaged during transit by the logistics company, which prevented it from being delivered. As soon as we were notified, we arranged for it to be resent. As mentioned in our email exchange, we worked to resolve this as quickly as possible, and we sincerely hope you are now enjoying your Sand Art. Thank you again for your patience and for giving us the opportunity to make it right.

Reply from Sand Art HomeOct 27, 2025

Hi Karen, Thank you for your feedback. We’re genuinely sorry to hear you’re disappointed, though we want to clarify that we assisted you at every step — responding promptly, offering a working solution, and clearly explaining that the issue was resolvable with minimal effort. Your piece arrived in perfect condition and was used daily for over two months before reporting any problem. As it was well beyond our stated warranty and return period, a full replacement wasn’t possible. Still, we tried to help and even offered a generous discount on a new piece as compensation. We always aim to support our customers fairly, but we also need to follow policies to ensure sustainability as a small business.

Reply from Sand Art HomeOct 27, 2025

Hi John, Thank you for your feedback. We're sorry for the delay with your order. Please note that shipping individual injectors can take a few extra days due to logistics regulations and carrier restrictions, especially for items like syringes and needles. However, we would like to clarify that we do not ship from Korea — this is incorrect. All our packages are processed through our logistics partners and may pass through different international hubs, which could cause some confusion in the tracking details. That said, we’re glad to see that your product was successfully delivered just a few days later, and we truly appreciate your patience. If there’s anything else we can help with, we’re here for you.

Reply from Sand Art HomeOct 26, 2025

Hi Pamela, We’re very sorry to hear about your experience. However, we want to clarify that the exact measurements of each Sand Art piece are clearly specified on our website and product pages to help our customers make informed decisions. Regarding your return: we did in fact respond to your email and provided instructions for returning the product as requested. If you have any further questions or need additional assistance, please feel free to contact us again — we’re always here to help. We genuinely hope you’ll reconsider, as we work hard to offer a unique handcrafted product and support our customers as best we can. 💛

Reply from Sand Art HomeJan 15, 2025

Hi Laura, Thank you for sharing your thoughts and feedback. We sincerely apologize for the aspects of your experience that did not meet your expectations, and we truly value your honesty as it helps us improve. Regarding the materials, we do indicate that our original Sand Art pieces are made with high-quality plastic to ensure durability and functionality. However, we also offer a premium wood-framed option, which may have been more aligned with your preferences. We’ll take your feedback into account to make our materials more explicitly stated on the product pages. On the shipping process, we regret that the tracking information was not clear. While it is designed to show real-time updates, it appears the information may not have been updated accurately. We encourage our customers to contact us with any concerns, and we are always happy to assist in providing clarity about an order’s location. Your feedback will be used to work on improving our tracking process. We understand that the packaging caused disappointment as well, and we will review how we can improve the presentation and sturdiness of our gift-ready boxes in transit. Despite these challenges, we hope that you enjoy the beauty of your Sand Art piece. Thank you again for supporting a small business like ours—we take your feedback to heart and will use it to make positive changes.

Reply from Sand Art HomeSep 15, 2024

Hi Dean, Thank you for sharing your experience. We are sorry to hear that you were not satisfied with your purchase, and we would like to clarify the details of this situation. When you purchased the standard injector pack, we had issues with the delivery due to customs restrictions in Australia, which are beyond our control. After that, we sent a second pack that was also held up in customs due to the country's strict regulations. We apologized for these inconveniences, and to avoid further problems, we offered to send you a Sand Art piece with a discount equivalent to the injector pack price, including the injector inside the box to bypass any customs issues. Unfortunately, the injector included was the standard size you initially purchased, which is suitable for most of our pieces. On our website, we clearly indicate which products require a standard injector and which require a larger one. At no point did you mention that you needed the larger injector for a bigger piece, and we had no way of knowing this. Therefore, we sent the injector that matched your original purchase. We apologize if this was not clear in our communication and understand your frustration. We want to ensure our customers have a good experience with us, and we encourage you to review the specifications on our website for future reference. If there is anything else we can assist you with, please do not hesitate to contact us at [email protected]. Thank you for your understanding.