We are very sorry to hear that you feel disappointed with your experience. We take all feedback seriously, and we would like to address the points you have raised.
Firstly, regarding the missing pulley, when you first reached out to us, we responded promptly and professionally, as we always do. We initially asked you to check the inner sleeve of the kit box, as parts can sometimes slip inside. Once you confirmed that it was not there, we immediately arranged a replacement and issued an apology. The replacement was sent out and received within the same week. Our team prides itself on quick responses, and we resolved the issue within just a few hours of your initial email. We feel very let down by the comment that this was a "fight" this is simply untrue, as we never resisted helping or delayed our response. In total, we exchanged only two emails: one to ask you to check the packaging and another to apologise and confirm that a replacement was on the way. As a small business of just seven people, reviews containing false information can be very damaging, and we hope you can appreciate that we always strive to provide the best possible service.
Secondly, regarding the wooden laths, we are quite puzzled by your comments, as this concern was never raised in any of our email exchanges. The wood used is Kiln-Dried Redwood, a material widely used by many companies supplying Clothes Airers for decades. We take extra care in handpicking and finishing each lath, smoothing the ends for a high-quality finish. The drying process we use removes all moisture, ensuring that the laths do not release sap or stains onto clothing. The beauty about this is when you receive your Clothes Airer it is ready for you to just install. We also do provide clear care and maintenance guidelines on our website to help customers maintain their laths for years to come.
As you have chosen to treat the wood yourself, we would advise checking the product you have used, as certain coatings may transfer onto clothes, which is something we specifically aim to prevent. It seems a shame that, after the effort you have put into treating the laths and installing it, you are now selling your Clothes Airer, especially considering your positive comments about the high-quality cast iron finish of the product.
Lastly, in response to your concern about whether the Clothes Airer can hold damp washing the answer is yes, provided the installation instructions have been followed correctly. We supply a video guide along with paper instructions to ensure correct installation for safety and durability.
While we understand that not every product will suit every customer, we believe we have done everything possible to resolve your initial issue and provide a high-quality product that has been tried and tested for many years.
We take great pride in our quick and efficient response to any issues, always handling them in a positive manner to ensure our customers are happy.
