I'm very sorry to hear about the problems you've experienced with your recent order. I’ve just tried to reach you by phone to discuss this directly, but was only able to leave a voicemail. I have also followed up by email to make sure you know we are actively trying to get this sorted for you.
We take issues like this extremely seriously, and I’m disappointed to read your feedback — not only because of the incorrect items, but also because you felt unable to reach us. Having checked our system, we haven’t received any email or message linked to your order, which is all the more frustrating as this should be an easy fix.
We’d really appreciate the chance to put this right for you. If you're able to confirm what you received, we’ll investigate immediately and arrange the correct items or a full resolution — whichever you prefer.
Please do get in touch by replying to this email or calling us on 0203 994 5470. We’re here to help, and we’d really like the opportunity to make this right.
