Dear Cleopatra,

Thank you for taking the time to share your feedback. We’re truly sorry to hear about the damage to your item and understand how upsetting that must be.

After carefully reviewing the details of your booking and the collection notes, we unfortunately found that the items were stored without insurance cover and that the glass section of the table had not been wrapped or protected before going into storage. Fragile items, especially glass, are particularly vulnerable if they aren’t wrapped prior to handling or transport.

While our team always takes great care when moving and storing goods, we rely on customers to ensure that fragile items are properly protected, or to select insurance should they want cover for unexpected incidents. Without insurance or adequate wrapping in place, we’re sadly unable to offer compensation in this situation.

We truly regret that this happened and appreciate your understanding. If you ever require storage or moving services again, we would be more than happy to guide you on wrapping and insurance options to help ensure your items are fully protected.

Thank you once again for your feedback.