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Reply from www.zolemba.co.uk/en
Thank you so much for the 5-star review, Russell!
We truly appreciate your support and it means a lot that you took the time to rate us. We look forward to being of service again soon!
All the best,
Team Zolemba
Verified
Being more concerned about our missing delivery which we have still not received over 2 weeks after placing, even though Zolemba are aware of this!
Reply from www.zolemba.co.uk/en
Hi Mark,
Thank you for your feedback. We’re really sorry about the experience you had with the delayed delivery. We completely understand how frustrating it is when an order doesn’t arrive as expected.
We really appreciate you working with us to find a solution while we sorted everything out. Based on the information from DHL, the parcel was unfortunately declared lost. As discussed and at your request, we have now processed both the refund and the credit note.
We truly hope we can provide a better experience in the future. And if you decide to order from us again, we would really love the chance to serve you better.
Kind regards,
Team Zolemba
Verified
I have not received my order yet nor heard anything about it despite sending two emails
Please advise
Reply from www.zolemba.co.uk/en
Hi Roy,
We truly understand how frustrating this experience must have been, and we’re very sorry for the inconvenience caused by the delivery delay. This is not the experience we want for our customers.
Thank you for working with us to find a solution. We’re really glad that everything was resolved in the end, that you were happy to keep the replacement order and that your original order also eventually arrived with DHL.
Thank you again for your patience and understanding while we worked through this together. If you feel this has improved your experience, we would really love it if you considered updating your review☺️
Kind regards,
Team Zolemba
Verified
Reply from www.zolemba.co.uk/en
Thank you very much for taking the time to share your 5-star review!
Verified
I paid £14 for next day delivery but didn’t receive my order for over a week. After several calls, I was finally told it was coming from an international warehouse, not ideal, but I accepted that. I asked for a refund of the next day delivery fee, and was told I’d receive £60 back. That refund never came.
Then I was hit with a £75 import fee. When I queried it, they claimed that’s what the £60 refund was for but again, no refund was ever issued, and it didn’t even cover the cost of the fee. I also never got my original delivery charge refunded.
Over two weeks later, I still hadn’t received my shipping labels. Yet when I asked to cancel the order, they suddenly managed to send them next day. The whole experience felt disjointed and untrustworthy.
I’ve had issues with every single order, though in the past, customer service had been responsive. Sadly, this time was the final straw and I won’t be ordering again.
Reply from www.zolemba.co.uk/en
Hi Max,
Thank you for your honest reply.
I’m truly sorry to hear about your experience, from the delivery delays to the lack of overall clarity.
Typically, I’m here to help ensure things run smoothly, but in this case, with multiple colleagues involved, however good the intentions were, things didn’t go as they should have. I’ll personally look into the situation with my finance team regarding the refunds/fee to ensure everything is properly resolved.
Thank you again for your patience. I’ll follow up shortly with an update via email with you.
Kind regards,
Loralee | Zolemba UK
Verified
Service as it always was but -
Service as it always was, postage in far more than it should be
Reply from www.zolemba.co.uk/en
Hi Paul!
Thank you very much for your review.
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Reply from www.zolemba.co.uk/en
Thank you very much!
Hopefully DHL will speedup next time, we are sorry for the delay.
Verified
The order delayed
The order was placed a while ago. Products not delivered
Reply from www.zolemba.co.uk/en
Good afternoon, thank you for your honest review. We shipped your order within 24 hours, but unfortunately it was returned to us by DHL. The package is now on its way back to you. Our apologies for this situation. We are confident that the order will be delivered soon and will keep you informed. Best Regards - Team Zolemba
Verified
Reply from www.zolemba.co.uk/en
Thank you!