Hello Marianne, thank you for taking the time to share your feedback. We're very sorry to hear that your delivery experience did not meet your expectations.
We'd appreciate the opportunity to learn more about what happened and discuss how we may be able to help. Please feel free to reach out to us directly, and our team will be happy to review your order and explore possible solutions. We can be reached at [email protected].
Thank you again for your feedback. We hope to have the opportunity to improve your experience.
Best,
The Edward Martin Team
Hi Rob, Thank you for taking the time to share your experience. We're very sorry to hear your sample tiles arrived damaged. While we package our samples carefully, they can occasionally be damaged during transit due to their fragile nature.
We also apologize if you didn't receive a response to your inquiry. We weren't able to locate a message from you, but we certainly want to make this right. We can reach out to you directly to assist with your sample order and answer any questions you have about our damage policy for future orders. You can also find our full policy for damages here: https://new.edwardmartin.com/policies/return-policy
We appreciate your feedback and hope for the opportunity to provide you with a much better experience.
Best,
The Edward Martin Team
Hello Karen, thank you for sharing your feedback. We're very sorry to hear about your experience and understand how discouraging it is to learn that a product is backordered after you've already placed your order.
We'd appreciate the opportunity to review your order with you and discuss any alternative options that may be available. Please reach out to us directly at [email protected] and our team will be happy to look into your order and see how we can best assist.
Thank you again for your feedback. We hope to have the opportunity to help improve your experience.
Best,
The Edward Martin Team
Hi Alicia, we're sorry to hear that your experience did not meet your expectations. We understand how frustrating it is to deal with both product availability issues and damaged material, especially when it impacts your project.
We understand that due to some items being unavailable, we assisted with canceling part of your order. We are sorry about the inconvenience for that. While the damages from your order in May were reported outside of our policy, we do want to help as best as possible with a new order. We have been in contact with you directly with some options.
We appreciate your feedback, as it helps us continue improving both our communication and customer experience. If there's anything further we can do to assist, we'd be happy to hear from you.
Best,
The Edward Martin Team
Hi Jacob,
Thank you for taking the time to share your feedback, and we apologize for any inconvenience with your order.
Our standard processing time is 5–7 business days, plus transit time. In reviewing your order, it appears it shipped within 3 business days, though transit to your location took about a week. We apologize if the overall delivery timeline did not align with your expectations.
We also want our return process to be as clear and straightforward as possible. If you still have unopened boxes that you were hoping to return, we'd be happy to review your order and see what options may be available. Please don't hesitate to reach out to our Customer Support team so we can look into your specific situation.
Thank you again for your feedback. We appreciate the opportunity to improve and hope to assist you further.
Best,
The Edward Martin Team
Hi Todd, Thank you for taking the time to share your feedback. We're sorry to hear that your experience has been frustrating. We understand how important timely, personalized communication is, and we apologize that we didn't meet your expectations.
Our team is reviewing your concerns, and we've reached out directly to follow up and assist you. We appreciate the opportunity to make things right and hope to provide you with a better experience moving forward.
Thank you,
The Edward Martin Team
