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Thanks for taking the time to provide your feedback, it really is appreciated and does help when assessing areas we can improve upon. I'm sorry that on this occasion the courier did not take notice of your delivery instruction and I'm disappointed that this resulted in a bad reflection on ourselves. This particular courier has gone into administration and we're finalising contracts with alternative couriers: One of our key points is that goods will be left as instructed. What I am particularly concerned with is the plant received was 'smaller than expected'. You ordered a tree in a three-litre pot between 40-60cm in height. If the plant is not as specified please do contact us again using the details below with an image of the plant and we'll get this resolved to your satisfaction. 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

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 on Wednesday and you should have received it by now. 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

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 19th December we were unable to deliver until after Christmas and again when you queried delivery on 5th January we advised it would be the end of that week. Unfortunately at that point the courier we had made alternative arrangements with (after City Link entering administration) decided they were unable to handle our large boxes. This left us, essentially, without a carrier. We then sent an email on 12th January explaining that, after some unique challenges, we had a courier who could take some of our larger parcels and we hoped that your order would be with you by the early part of week commencing 19th January. We dispatched your tree yesterday and the parcel has arrived at the Exeter depot meaning you will receive your delivery on Monday at the latest. Reiterating my comments at the beginning of this note and that of my colleagues' on the email sent on Monday, 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