I should have done more research about the company before placing my order. Or at least I should have made them write down all the things that they promised on the phone on a piece of paper and sign before ordering, but I just trusted their words. My experience after the order was just a nightmare. I ordered a custom piece, and they had promised that nothing would leave China until I give them an approval to ship. They also promised that they would give me a step-by-step progress report to make sure that I was happy with what they were making. Well, I didn't hear from them for a couple of months, so I contacted them to find out where things were with my order. A couple of days later, they sent me the pictures of the finished product which was very different from what I originally requested. They tried to make some changes, but it was difficult to make changes when they had already cut and carved up the whole piece. We went back and forth for a few months and one day I got an email notification that the product had been shipped and my credit card had been charged. I was shocked and immediately called them to find out what was going on. They said that the product was on its way and if I refuse to accept the delivery I would need to pay the full cost of shipping and 35% of the product price as a restocking fee. This was also different from what they had promised. They promised 100% satisfaction guarantee and if for some reason I wasn't happy with the final product, they would take it back. After this horrible experience, I've realized that one cannot believe the seller's promise on its face value and should make sure to request for a proper documentation of the promise before entering a sales agreement. I don't know why I was so naive especially when the price of the product was thousands of dollars. I hope this review will help people who are considering to order things from Tealan to realize that it is a company that they need to stay away from.
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This is a company that stands behind its product
Posted by Jacinta on 09/06/2009
IRVINE, CALIFORNIA -- I noticed a complaint here about Tealan and had to write to tell of my own very positive experience. Firstly, the other reviewer wrote that Tealan had tried to pass off a reproduction as an original antique. Maybe, I don't know. Their website clearly indicates that some items are antique and others are reproductions. I can't speak to the honesty of their product descriptions. I have purchased from them twice. On both occasions, I knowingly ordered reproductions.
The first purchase was a very large reproduction of a contemporary calligraphy. The representative with whom I spoke on the phone was extremely helpful and informative. The piece arrived within the promised delivery period and met my expectations in every way. It is every bit as lovely as the image on their website.
The second was a custom made reproduction of an antique cabinet. Once again, my experience with the representative, Cindy White, who helped me was in every way positive. There were many phone calls and e-mails that went back and forth between us. It was refreshing to be able to always contact the same person, who remembered me and the order. Ms. White always returned my calls promptly and got back to me with information when she said she would. Unfortunately, when the cabinet arrived, there were a number of problems with it. It was such a disappointment. I contacted Ms. White and explained the problems. In speaking with Ms White, it became clear immediately that Tealan would do whatever was necessary to satisfy the customer. They remade the cabinet completely, letting me keep the defective one until the replacement was delivered. As soon as it was determined that a replacement would be necessary, they credited my charge card with the amount of the final payment, recharging this only when the replacement was shipped. The new cabinet is here and once again I am totally pleased with the quality and beauty of piece of artistry.