Recenze společnosti Simply Wood Pellets

Hi, firstly I would like to thank you for taking the tie to leave your feedback. Any feedback is for us incredibly important to keep improving our services and product offered. We are terribly sorry the purchasing experience is not going as you wish and we perfectly understand the frustration in relation to the delivery delay of the product. Our delivery partner is working tirelessly to clear the backlog of pallets on delivery, however, there is no hiding that some depots are struggling more than others to fulfil all the orders. Unfortunately, the pallet network is currently under tremendous stress due to a lack of HGV drivers. We do however perfectly understand the frustration caused by those delays and we deeply apologise for any inconvenience caused. As mentioned above we can confirm that our delivery partner is doing everything they can to resolve the issue. We would like also to apologise for the product change we had to apply due to the fact the product originally order resulted to be out of stock. I would like however to assure you that the product we have dispatched instead is of the same or higher quality than the one you ordered. They are both EN Plus A1 and BSL certified. The only difference is in the packaging itself as the bags have a different printing and different logo. Again, please do accept our deepest apologies for any confusion caused. Please do not hesitate to contact us directly if you have any further questions. The Simply Team

Hi, Thank you very much for your review and for taking the time to pass over your feedback. We are terribly sorry you were not satisfied with the response, however, we did send the email within 10 minutes of the first phone call, to the email address provided. We did also receive the second email you kindly sent us with the pictures and we replied to it with the resolution and the purchase discount voucher within 180 minutes of the email being received. Please note that the second email was received from a different email address from the one originally provided, we have therefore replied to the new email address. On occasion, some emails from customer service addresses might end up in the junk folder, depending on the email settings. Please do let us know if the emails are found as they contain the unique discount voucher code we sent for the compensation. We have however a record of the code itself, so, if not found please call us on your next order and we will be happy to apply the discount manually. That said, as mentioned in our correspondence, we are terribly sorry the delivery did not go as expected. Our pallets go through a very long and stressful supply chain and unfortunately minor issues can happen, especially in the last mile. We have however passed over the review to our delivery partner to ensure we keep strengthening our transport procedure and minimise breakages. Again, please do accept our deepest apologies and do not hesitate to contact us if we can assist you further.