DESENIO US

Dear Pamela, Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and sincerely apologize for the disappointment and frustration this has caused. This is certainly not the experience we want our customers to have. We would appreciate the opportunity to review your case in detail and help find a suitable solution. Please contact our Customer Service team by email with your order details, and we will investigate the matter as quickly as possible. We hope to have the chance to restore your confidence in us. DESENIO

Hi Heidi, Thank you for your feedback. We understand your concerns and appreciate you taking the time to share your experience. We have already contacted you privately regarding your claim and are working with you directly to find the best possible resolution. Our team is reviewing the matter and will continue to assist you through the ongoing process. Thank you for your understanding and cooperation. We appreciate your patience while we work to resolve this as swiftly as possible. DESENIO

Hi, Thank you for sharing your feedback on Trustpilot. We genuinely appreciate your input and are truly sorry to hear that your experience did not meet your expectations. Our goal is to provide a seamless and enjoyable shopping experience, and we regret falling short in your case. We are committed to continuous improvement and carefully review all feedback to enhance our processes. Your comments will be shared with our team so we can address the issues you’ve raised. If you have any further details or if there’s anything we can do to rectify the situation, please reach out to our Customer Service team directly. We’re here to help and would appreciate the opportunity to resolve your concerns. Thank you once again for your feedback. We hope to restore your faith in us and provide the quality experience you deserve in the future.

Hi, Yes, the frames and posters usually come separately. We do offer a paid framing service, which you can choose during checkout. Regarding the material, we clearly advertise the materials used for our items so that customers know beforehand what type of product to expect. We are glad to hear that you like the coloring of the posters. Desenio

Hi Andrea Thank you for sharing your experience with us. We’re very sorry to hear that the communication regarding your order did not meet your expectations and that our responses came across as unhelpful. This is certainly not the experience we want to provide, and we sincerely apologize for any frustration this may have caused. Your feedback is important to us and will be shared internally so we can review our communication and improve our service going forward. If you would like us to look into your order further, you’re very welcome to contact our customer service team again, and we’ll do our best to assist you. Thank you for taking the time to let us know. Kind regards, DESENIO

Dear Customer, We sincerely apologize for the delay in the delivery of your parcel. We understand how important timely delivery is, and we strive to ensure that every order arrives as quickly as possible. Delays can be frustrating, especially when you’re eager to receive your order. While we work closely with our shipping partners to minimize disruptions, unforeseen circumstances can sometimes occur. Please rest assured that we are continually reviewing our logistics processes to improve your experience. Your feedback is invaluable to us, and we take it seriously as we aim to enhance our services. If you have any further concerns or need assistance, please reach out to our Customer Service team. We are committed to resolving any issues and ensuring your satisfaction. Thank you for your understanding and patience. We appreciate your support and hope to serve you better in the future. DESENIO

Dear John, We are truly sorry to hear that your posters were damaged during transport. We take great care to ensure that our products are packaged securely for shipping, whether it be in strong, durable tubes or flat packaging, depending on the size and nature of the order. Our goal is always to use the highest quality packaging materials to protect your items during transit and prevent any damage. Rest assured, our Customer Service team will be in contact with you shortly to address this issue. With your input, we will work together to find the best solution and ensure that you are fully satisfied with your purchase. Sadly I cannot find any contact information attached to your review. We will request contact information from you so we can reach out and assist you further. Thank you for bringing this to our attention, and we appreciate your patience as we resolve this matter.

Hi Jalyn, Thank you for sharing your feedback with us. We’re thrilled to hear that the artwork matched exactly what you were looking for and that you loved the modern, simple style. We also appreciate your honest feedback regarding the delivery experience. We’re actively working on improving our shipping and delivery processes to ensure your future orders arrive smoothly and on time. Should you encounter any issues with deliveries, don't hesitate to reach out to our customer service. We are happy to help. Best regards, DESENIO

Hi Patricia, Thank you for your feedback. We’re very sorry to hear that you didn’t receive a response from our team regarding your return. However, we’ve reviewed our records and can confirm that we did reply to your emails each time — it seems there may have been a delivery issue with our messages reaching your inbox. To make sure we can resolve this for you as quickly as possible, our team will reach out to you again directly to help finalize your return and ensure everything is taken care of. Kind regards, Team Desenio

Hi David, Thank you for your review. As our customer service team explained by e-mail, the delivery was incorrectly selected as a parcel shop pickup during your order, which is why your prints have been waiting for collection. This delivery option was chosen at checkout, leading to the issue. We apologize for any inconvenience this caused. We informed you about the situation promptly, and your refund has already been processed. Wishing you a great day. Best regards, DESENIO Team

Hi Megan, We are truly sorry to read about your experience. This is absolutely not the level of service we want for our customers, and we sincerely apologize for the frustration and inconvenience caused. Our customer service team would be happy to contact you directly and assist with your case. Unfortunately, we do not have your order details to do so. Could you please share your order number so we can locate your purchase and resolve this matter for you as quickly as possible? Thank you for bringing this to our attention, and once again we are deeply sorry for the inconvenience caused. DESENIO team

Hi! thank you for your review and for sharing your experience. We’re truly sorry to hear that you haven’t received your order or tracking information as expected. That’s not the experience we want for our customers. We can see that you’ve already requested a refund, and we’ll make sure this is processed for you as quickly as possible. If you have any questions in the meantime, please don’t hesitate to reach out to our customer service team, who will be happy to help. We hope we get the chance to welcome you back in the future. Best regards, DESENIO

Hello Julie, Thank you for your feedback, and I'm really sorry to hear about your experience. We understand how frustrating it must be to receive a print that doesn’t fit your frame as expected. While our prints are sized to fit our custom frames precisely—accounting for a slight trim margin—we realize this may cause issues if you're using your own frame. Your feedback is extremely valuable, and we’re currently reviewing how we communicate sizing details more clearly to prevent this kind of confusion in the future. In the meantime, we’d like to make this right for you. Please consider returning your products to us if the framing doesn't provide a perfect result. The Customer Service Team remain at your disposal. Best regards, DESENIO Team