Thanks for taking the time to provide us with your feedback, it really does help in assessing areas where we can make improvements.
On this occasion there was an unusual delay for which we are obviously incredibly sorry. We contacted you advising that with your order being placed on 16th December we were unable to deliver until after Christmas.
Unfortunately during the Christmas break our courier, City Link, entered administration. We then faced a number of challenges, including being let down by an alternative carrier and finding someone who would carry all of our different sized containers. This proved difficult and we sent out further communications in the first week of 2015. I cannot apologise enough, but it looks like this email did not get to you as the email address was mistyped (we don't send out mail-shots in cases like this, but rather respond individually though on this occasion it seems to have not worked in our favour).
After finding a company that could guarantee the level of service we expect from a carrier we dispatched your tree yesterday and you should have received it by Monday at the latest. If this is not the case please do let me know.
Reiterating my comments at the beginning of this note, we are incredibly sorry for any inconvenience this has caused you; if you need anything else in the meantime please do not hesitate to contact us using the details below.
Andrew Berry - Sales and Service Team Leader
Ornamental Trees Ltd
Call: 01257 265232
Email: sales@ornamental-trees.co.uk
Web: www.ornamental-trees.co.uk
Mon-Fri; 8am-6pm
Sat; 9am-4pm
Sun; 10am-4pm
