MH Star UK Avis 

Réponse de MH Star UK

6 août 2026

Dear Julie,
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and sincerely apologize for the inconvenience caused.
We understand how frustrating it must have been to receive your pergola later than expected and then discover that essential parts were missing. We also appreciate the difficulty of being offered a return after the product had already been assembled and permanently installed.
While we're pleased that a partial refund was arranged through Tesco Marketplace to help cover the cost of the replacement parts, we regret that your overall experience did not meet your expectations and could not assist you with the partial refund from our end due to platform restrictions.
Your feedback has been shared with the relevant teams to help improve our products, parts availability, and customer service. We appreciate your comments and are sorry for the disappointment caused.
Kind Regards,
After Sale Team

Réponse de MH Star UK

6 août 2026

Dear Luckybear,
Please accept our sincere apology for all of the inconvenience you have faced about your ordered item.
We understand how disappointing it is when an order is delayed and communication regarding the delivery is unclear. This is not the level of service we aim to provide, and we regret that your experience has left you feeling this way.
Your feedback has been shared with the relevant teams for review so we can investigate what happened and work to improve our delivery processes. We truly value your comments and sorry to hear about the delivery services which we do not aim to provide from our delivery partners.
We sincerely apologize again for the inconvenience caused.
Kind Regards,
After Sale Team

Réponse de MH Star UK

6 août 2026

Dear Paula,
We're delighted to hear that our team made such a positive impression, and we truly appreciate you recognising their efforts. Your kind words mean a great deal to us.
At the same time, we're sorry that the delivery experience didn't meet your expectations. We understand how disappointing it can be when a courier service impacts an otherwise positive purchase, and we appreciate your honest feedback regarding this. In your next orders, we cannot promise to not use the EVRI courier, as it is an auto process, but after placing the order within 2-3hrs you can give us a call back to ask for another courier team and will share your valuable request to our concerned team and they will try to change the courier team.
Thank you for highlighting both the positives and the areas where we can improve. We hope we'll have the opportunity to provide you with a smoother overall experience in the future. 😊
Kind Regards,
After Sale Team

Réponse de MH Star UK

6 août 2026

Dear Hector,
Thank you for sharing your feedback. We're very sorry to hear that you did not receive your bed order and sincerely apologize for the inconvenience and disappointment caused.
We understand how frustrating it is when an order does not arrive as expected. This is not the standard of service we aim to provide. We'd like the opportunity to investigate what happened and assist you further.
Please contact our Customer Support team with your order details so we can review your case and work towards a resolution as quickly as possible. We appreciate your patience and sincerely apologize again for your experience.
Kind Regards,
After Sale Team

Réponse de MH Star UK

6 août 2026

Dear Lisa,
We are sorry to hear about facing a bad experience and please accept our sincere apology about all of the inconvenience.
Thank you for taking the time to share your feedback. We're very sorry to hear that your parasol did not meet your expectations and sincerely apologize for the disappointment caused.
We understand how frustrating it is when a product develops issues after only a few weeks of use. This is not the level of quality we strive to provide.
We would appreciate the opportunity to investigate this further. Please contact our Customer Support team with your order details and photos of the issue so we can review your case and work towards a suitable resolution.
Thank you again for your feedback, and we sincerely apologize for your experience.
Kind Regards,
After Sale Team

Réponse de MH Star UK

6 août 2026

Dear Ekul,
We're very sorry to hear about your experience and sincerely apologize for the frustration and inconvenience caused.
We understand your concerns regarding the dispatch updates and delivery delays, and we're sorry that the communication did not meet your expectations. This is not the level of service we aim to provide.
Please be assured that your comments have been shared with the relevant teams for review, including the concerns you've raised about dispatch notifications and order tracking. Feedback such as yours is taken seriously and helps us identify areas where we need to improve.
We sincerely regret the disappointment caused and appreciate you bringing this to our attention.
Kind Regards,
After Sale Team

Réponse de MH Star UK

6 août 2026

Dear Miss Marie,
We're sorry to see how strongly you feel about your experience, and it's disappointing to know that we've left you with such a negative impression.
From your comments, it's clear that the handling of your bouncy castle order has caused significant frustration, and we regret that the situation reached this point. We never want any customer to feel let down by the service they receive.
Your concerns have been noted and will be reviewed internally, as feedback like yours helps us identify where we need to do better. Although we understand your decision to stand by your review, we remain sorry that your experience did not meet your expectations.
Please accept our sincere apology for all of the inconvenience once again.
Kind Regards,
After Sale Team

Réponse de MH Star UK

6 août 2026

Dear Malcolm,
We were disappointed to read about your experience and understand why this has left you feeling let down. Discovering that the chair could not be repaired due to the unavailability of replacement parts, particularly after several years of ownership, is understandably frustrating.
We appreciate that you were looking for a practical repair option rather than having to replace the entire product, and we're sorry that we couldn't offer the solution you were hoping for.
Your feedback has been recorded and will be shared with the appropriate team as we continue to review our after-sales support and parts availability. Thank you for bringing this to our attention, and we're sorry that your experience has affected your confidence in our products.
Kind Regards,
After Sale Team

Réponse de MH Star UK

6 août 2026

Dear C Smith,
It's upsetting to read that what should have been a straightforward purchase turned into such a frustrating experience.
We're sorry that you received the incorrect item and that resolving the issue required so much time and effort on your part. We also regret that the refund outcome has left you feeling dissatisfied, particularly regarding the deductions you mentioned.
We take concerns about our service and billing seriously, and your comments will be reviewed carefully with the appropriate team. While we appreciate that this experience has damaged your trust, we're sorry that we did not provide the level of service you were entitled to expect.
As per the policies set by this platform that we must have processed the full Refund and does not deduct any hidden costs from the item, if you are finding any hidden or after costs charged to you, must be from Debenhams platform side directly, still do you have any doubts, please feel free to contact our customer support team.
Kind Regards,
After Sale Team

Réponse de MH Star UK

6 août 2026

Dear Annette,
We're sorry to hear that your return has been such a lengthy and frustrating process.
We appreciate that you returned the unopened items promptly and provided the requested proof, so we understand why you're disappointed that your refund has still not been completed. Waiting this long for a resolution is understandably frustrating, especially after covering the return postage yourself.
The Return Policies are mentioned on the website and your query were handled under the Return Policies and split deliveries can be happened from the courier side due to certain unforeseen circumstances and never happens intentionally, as we always try our best to dispatch the all of the items at the same time to avoid such hassle for the customers.
Your experience is not the one we want our customers to have, and we regret the inconvenience this has caused. We appreciate you bringing this to our attention, and your comments will be reviewed as we continue working to improve both our returns process and customer experience.
Kind Regards,
After Sale Team