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Erzgebirge-Palace
Reviews:

493 reviews in the last 12 months7,389 total reviews  

4.88
Excellent
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Top positive review

4 Aug 2023
 Verified review
I bought 3 items, the teelight arch, a Santa with a penguin on a toboggan and another Santa with a small reindeer. I've collected all things penguin since I was child, the idea being I wanted to put together a tableau with penguins and a reindeer, a tree plus a snowman. If I have one observation, it is not a criticism, - the arch itself would be better if it was twice the size so more figures could be arranged on it. I intend to give the extra Santa as a Christmas gift to a friend. Everything was beautifully packaged and arrived from Germany to the UK within 5 days. The quality of the pieces is excellent, the service and packaging was likewise. Although, I speak no German I was able to order via the website as there was the option to view the website in English. I would highly recommend both the ease of use of the website and the goods themselves. As I said as the arch was smaller than I'd hoped and I have no hesitation in ordering more products from the site I intend to order another arch and more figures and I will put them on either side of my mantlepiece.

Top negative review

24 Nov 2023
 Verified review
My Santa arrived broken snd it became my job to fix it so i can give it for a gift. Not to excited about that as i now know it can fall apart again. $12 is nothing or 15% off the next order (really ??) and it good for your site. Now i also know that everything being shipped becomes my responsibility to fix it if needed. Wow. It was packed very well which points to the issue before that Really sad as I love your entire line
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Reviews for Erzgebirge-Palace

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26 Dec 2023
 Verified review
I ordered the muller christmas pyramid 1 tier. When i opened the box, two of the figurines was loosed and also one candle holder.& one of the loosed angel, the hair & the wing was chipped. Either it wasn’t handled properly during shipping or the packaging needs to be improved
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13 Jan 2024
 Verified review
I had a damaged piece, reported it, received no response from customer service at all
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27 Dec 2023
 Verified review
It was a gift and the hand had to be glued back on
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5 Jan 2024
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8 Dec 2023
 Verified review
Before shipping, test again to make sure LED lights are working. I order this which was shipped to the USA. It arrived with the lights not working. What a shame, because it is a beautiful item, but expensive. Sending it back for refund, not taking a chance a replacement may not work as well.
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22 Dec 2023
 Verified review

My broken snowman

My little snowman on the bottom arrived broken. His little bird and arm snapped off. Needs to be packaged a bit better, it wasn’t wrapped very well for transport. I fixed him and he looks ok but I wish it hadn’t broken.
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27 Nov 2023
 Verified review
Received damaged product. Still waiting to hear back from company after sending email with pictures of damages on how they will make right of this.
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Answer by Erzgebirge-Palace
29 Nov 2023
We are sorry that the smoker did not arrive in perfect condition. Our customer service is already in contact with the customer to find a solution.
21 Dec 2023
 Verified review
One of Santa’s arms was off, but my niece glued it.
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18 Dec 2023
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I fixed it

I had to glue the sword because it was not attached
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29 Nov 2023
 Verified review
One item arrived broken. I sent a photo
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Answer by Erzgebirge-Palace
29 Nov 2023
We are sorry that the figurine has come off the candle arch. Please contact our customer service to find a solution.
24 Nov 2023
 Verified review

Broken Santa

My Santa arrived broken snd it became my job to fix it so i can give it for a gift. Not to excited about that as i now know it can fall apart again. $12 is nothing or 15% off the next order (really ??) and it good for your site. Now i also know that everything being shipped becomes my responsibility to fix it if needed. Wow. It was packed very well which points to the issue before that Really sad as I love your entire line
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17 Nov 2023
 Verified review

Very poor packaging

I purchased a 1-tier pyramid and paid $40 for shipping and handling. The box was so poorly packed that the contents was rattling around upon delivery. Two fan blades were broken off, one of the deer was broken off from the base, and one of the metal candle holders was separated from its wooden base.
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Answer by Erzgebirge-Palace
20 Nov 2023
We are sorry that the pyramid did not arrive in perfect condition. Please contact our customer service to find a solution.
26 Sept 2023
 Verified review
Items were shipped quickly and accurately. Quality is great, as expected however 2 of the 3 smokers received had broken arms that I will need to glue on prior to giving as gifts.
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Answer by Erzgebirge-Palace
29 Sept 2023
We're sorry that two smokers arrived to you with their arms unattached. Unfortunately, some shipping service providers do not always handle the packages well and even though there is no damage on the outside, the products can still suffer damage on the inside. Wooden products in particular are very fragile and need to be handled with care. Please contact us directly by mail and we will surely find a good solution together.
18 Sept 2023
 Verified review
Very disappointed paid a lot of money to get item with legs separated from the body. Needs to be glued
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Answer by Erzgebirge-Palace
19 Sept 2023
We're very sorry, that we don't meet your expectations, and you're right, unglued legs are nothing we want to see. Sometimes, the shipment companies handle the parcels very rough, so a leg or an arm get unglued. We try to improve the packaging in a continuous process. If you'd contact us, we were happy to help you out of this situation. So, we're really sorry about your trouble with the order. If you order again, please contact us before, share this review with us and we'll take care, that everything will be perfect.
7 Sept 2023
 Verified review
The electrical lighting system did not function.
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