Date of publication
01/02/2020
Date of order
02/12/2019
01/02/2020
Product was damaged upon arrival
3.00
Fair

Date of publication
23/01/2020
Date of order
24/11/2019
23/01/2020
Dear Sirs,
In fact I think that your delivery service is very good but the service provider DPD is really bad.
The Nutcracker is lovely, I will for sure be client for next Christmas time.
3.33
Fair

Date of publication
23/01/2020
Date of order
22/11/2019
23/01/2020
I have always been pleased with past purchases but received wrong item this year. Was sent a smoker instead of the nutcracker I ordered. I should have returned but never seemed to find the time. I gave a 3 because I do believe the error would have been corrected. Everyone makes mistakes.
3.00
Fair

Date of publication
16/01/2020
Date of order
17/11/2019
16/01/2020
A faulty schwiboggen arrived and although the missing deer was replaced by post to the UK, it wasn’t the shape on the original catalogue photo. We made do’ with this and repaired it ourselves. We were promised a gift for all inconvenience caused which never came. Rather disappointing.
3.00
Fair

Erzgebirge-Palace replies: 17/01/2020
We are very sorry the promised additional gift that should have been sent together with the replacement part had been forgotten. Instead we have sent the customer a coupon code for our online shop.

Date of publication
06/01/2020
Date of order
07/11/2019
06/01/2020
The Christmas Pyramid I ordered arrived quickly but did not work properly. I engaged in multi-day emails trying to resolve issue. Finally was told to return it and they'd send a new one. The new one was not what I had originally ordered and several parts were broken and needed to be glued in place. Terrible service.
3.33
Fair

Erzgebirge-Palace replies: 07/01/2020
Our "terrible service" had been that we replied to all the customer's emails immediately, provided a prepaid return label for sending back the pyramid, and sent the replacement pyramid at once, not without adding extra candles for free. In direct email contact, the customer has never expressed any disapproval, but his gratefulness for all our help.

Date of publication
27/12/2019
Date of order
28/10/2019
27/12/2019
I received a defective product.
2.67
Fair

Date of publication
17/12/2019
Date of order
17/12/2019
17/12/2019
I have ordered items in the past. But this time when I opened the box his arm was not attached.
3.00
Fair

Date of publication
13/12/2019
Date of order
13/12/2019
13/12/2019
The delivery took longer than i'd expect from dhl and when the windmill arrived one of the vanes had fallen off and the stand was loose - you need to use a bit more glue, i had to fix it
3.00
Fair

Date of publication
08/12/2019
Date of order
06/12/2019
08/12/2019
This my third order from Erzgebirge-Palace and was due for a failure.The music box delivered is missing many of the figures shown in the picture of the item I orderd.No pieces were found inside the packaging.When I went back to check the pictures on Erzgebirge-Palace site the music box was not listed anymore.
2.67
Fair

Date of publication
06/12/2019
Date of order
03/12/2019
06/12/2019
I do not like the nutcracker. It is too small and I thought it was from
" Seiffen ". It does not look authentic.
3.00
Fair

Date of publication
03/12/2019
Date of order
03/12/2019
03/12/2019
The item arrived broken. Very disappointed. Too much of a hassle to return so I glued the piece. It is a xmas gift so I hope it will stay glued.
2.67
Fair

Date of publication
02/12/2019
Date of order
02/12/2019
02/12/2019
The items arrived quickly but they all had a piece broken off of them. It was very disappointing.
3.00
Fair

Date of publication
25/11/2019
Date of order
25/11/2019
25/11/2019
The item I received had a few issues. I could not fully install the pieces that holds the blades. Also the candle holders were to large for the candles that came with the pyramid.
3.00
Fair

Erzgebirge-Palace replies: 26/11/2019
The correct sized candles for each pyramid are linked in the product information on our website, but regrettably the customer has chosen different candles. For help with the set-up of the pyramid our customer service is there to help.

Date of publication
25/11/2019
Date of order
25/11/2019
25/11/2019
We loved the pyramid but was disappointed to find five pieces detached or dismembered. We had to repair it ourselves.
3.33
Fair

Date of publication
19/11/2019
Date of order
19/11/2019
19/11/2019
All of them are beautiful.
However none of the smokers are in one piece. All broken in pieces. We have to glue all of them.
Not happy.
2.67
Fair

Date of publication
11/11/2019
Date of order
11/11/2019
11/11/2019
The music box was broken on delivery. It had shifted in the box and several items on the music box were broken. We try to fix it ourselves. We are disappointed that the music box had broken during delivery because we paid a considerable amount.
2.67
Fair