Annabel

Thank you for your feedback. We're sorry the departure of your property manager wasn't communicated to residents promptly — that was a failing on our part and we've addressed it internally.

That said, we'd like to set out what has actually been happening on your development, as considerable work has been underway. Our Managing Director has taken personal oversight of the site, and the following actions are now being concluded:

•⁠ ⁠The reported fly tipping was cleared the same day it was instructed.
•⁠ ⁠A CCTV specialist has been to site to scope an installation.
•⁠ ⁠On the gate: because the building is within a conservation area, planning permission is required before any gate can be installed. This isn't a delay of our making — it's a statutory requirement. We are securing the process and a quote for the planning application and gate design so this can move forward properly.

We took over this contract in May, and while we recognise the communication gap caused understandable frustration, meaningful progress has been made in a short time. A new property manager will be introduced to residents shortly. In the meantime, if you'd like to discuss any of the above directly, please call us on 020 3966 1693.

Charm Living

Hi Annabel,

Thank you for taking the time to share your feedback, and I’m sorry for all the frustration you’ve experienced throughout your order.

I did speak with you yesterday, and I’ve sent you an update this morning regarding the current status of your curtains.

If there’s anything further you’d like to discuss or if you have any questions about my latest update, please let me know.

Kind regards,
Chloe T

Hi Annabel,

Thank you for sharing your experience. We’re very sorry to hear things didn’t go smoothly with your order. I do appreciate that you recognised this situation stemmed from the delivery side rather than the product or our service directly, even though the experience was understandably frustrating.

I also want to clarify that the bed left us in perfect condition, and unfortunately the damage occurred while it was with the delivery company. We work with them regularly and rely on their schedule and staff to carry out the instructions we provide, but on this occasion it seems they did not handle matters as they should have.

In regard to the phone calls, our intention was always to update you once we had something definite to share from the delivery team. We would never intentionally leave a customer without support, and I’m sorry if the timing of our update gave a different impression.

As for the price, while some alternatives can appear cheaper, there are often differences in the materials and construction that aren’t immediately visible. As an NBF-approved manufacturer, we focus on long-term durability and quality, which sometimes means our products are priced a little higher than lower-grade options.

We do still want to get this right for you and can arrange for the item to be delivered on a Saturday, a day the couriers don’t normally operate with a van dedicated just for your order.

Kind Regards

Divan Base Direct Team

Thank you for sharing your feedback, and we are very sorry to hear about your experience. While we are pleased to know you found the doctor lovely, it is deeply disappointing to learn that the service at reception did not meet the high standards we set for ourselves. Waiting such a long time without communication is unacceptable, and we sincerely apologise for the frustration and inconvenience this caused.

We take your comments seriously and will be addressing this with the team to ensure improvements are made. If you are open to discussing this further, please contact our management team at feedback@cadoganclinic.com
or by calling 020 7901 8500 so that we can look into this properly.

Best wishes,
The Cadogan Clinic Team

Hi Annabel, thank you for Oliver and Liam's five-star review! Best wishes, Aaron at Trinity

Dear Tanya,

Thank you for your lovely review! We are pleased to hear that you are happy with the service provided by Designer Exchange. We appreciate your amazing feedback and we hope to see you shopping with us again in the near future!

Kind Regards,
Greta Poskaite
Designer Exchange