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Hello, I'm very sorry to hear about your recent experience with us. I can see that you have been ordering from us since 2024, and we genuinely value your continued custom. Having reviewed your account, I cannot find any record of incorrect goods being reported since the manufacturer change in April 2025. To help us investigate this matter promptly, could you please let us know who the issue was reported to and how it was communicated (e.g. email, telephone, or another method)? We take feedback like this seriously and would welcome the opportunity to resolve any concerns. We greatly value the relationship we've built over the years and hope to have the chance to continue serving you in the future.

Thank you for getting back to us, and please accept my apologies for the delay in responding. I wanted to ensure I had spoken with the relevant departments to establish exactly who you had previously spoken with regarding this matter. I have reviewed the original call with my colleague, during which you raised concerns that the rolls appeared smaller than expected. Following that conversation, my colleague was under the impression that you would compare the delivery received that day with previous deliveries and discuss the matter with our driver. The understanding was that you would then contact us again should any further concerns remain, particularly as neither the manufacturer nor the product specification had changed. Having reviewed our call records, I cannot see any further contact from you following that conversation. I am sorry if this has caused any frustration or inconvenience, and I appreciate you bringing the matter back to our attention. As I mentioned before, we'd love to be given the opportunity to make this right if you'd welcome it and truly hope to hear from you in due course.