Beni Ouarain Outlet Store

Dear Polina,

We are sorry to hear that you remain dissatisfied with your order, despite our extensive efforts to resolve the situation.

We would like to clarify a few important facts for future customers reading this:
• Your rug was custom-made based on the design you approved. We communicated with you throughout the process and shared photos during production. At no point did you raise concerns about design, color, or tassels at that stage.
• Tassels on one side were part of the agreed design you selected. Nonetheless, we offered to add tassels to the second side for free.
• Any minor variations in color or details are inherent in handmade artisan products and were clearly stated before purchase. You also specifically requested more color variation via email.
• We offered you several solutions, including: a 25% discount, professional cleaning (free of charge), and customization. These offers were declined.
• As the rug was made to your specifications, the return policy—as stated on our website and under EU law—does not apply to custom-made items.

We always aim to act with integrity and goodwill. It’s unfortunate that our efforts were not appreciated. We remain proud of our craftsmanship and service, and stand behind the quality of what we delivered.

If you would still like to resolve this amicably, our team is always open to respectful dialogue.

Warm regards,
Beni Ouarain Outlet Store

Dear Bas,

Thank you for reaching out to us, and I apologize for any confusion or inconvenience you may have experienced.
I understand your concerns regarding the rug order, and I want to clarify the situation. As per our records, the agreed-upon delivery date for your rug is scheduled for the 28th of January. We value your satisfaction, and in consideration of your holiday plans, we mutually decided to delay the delivery until that date.
I want to assure you that your order is in progress, and we are committed to fulfilling our agreement.
Additionally, I would like to address your concerns about our responsiveness. We apologize for any inconvenience you may have faced with our communication channels. We take your feedback seriously and will review our processes to ensure a more seamless experience for our customers.
For your reference, you can track the satisfaction of our clients through our WebwinkelKeur profile. We appreciate your trust in us, and we are dedicated to providing the best possible service.
Thank you for your understanding, and we look forward to delivering your rug as agreed.

Best regards,
Dina

Thank you for your positive feedback! We're delighted that you're pleased with our service, fast shipping, and high-quality product. Regarding the customs charge to the UK, we strive to be transparent about potential fees. If you have any questions, feel free to reach out. We appreciate your support!

Dank voor je positieve feedback! Blij dat het bestellen makkelijk ging, de communicatie over de levering goed was, en je blij bent met het kleed. Voor vragen staan we altijd klaar!

Kleed gerepareerd naar wens en inmiddels geleverd. Dank voor je geduld.

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