Good afternoon,
Thank you for your review. Please be assured we do take all feedback seriously and act on this where necessary.
Firstly, I can see that my colleague has already responded to you on this matter. However, I have taken the opportunity to reiterate these in light of your comments.
The order made was processed the same day and we emailed immediately to explain that the tap had unfortunately been discontinued and to offer an alternative. I do apologise that this was the case and we do always try to keep our website accurate but sadly we do rely on suppliers to advise of when they discontinue items, and sometimes it is only at the point we look to order from them that we are made aware of this. I appreciate the frustrating on this and it is something we try to ask suppliers to make us aware of as soon as possible.
Subsequently, we await direction from yourself as the customer in what to do in this scenario, as we do not want to just assume anything. I can see that we did not reply any form of communication in reply to this until the 20th January from yourself, with us then acting on this to make any changes necessary and/or process the order in full, which was done. Since you may have wanted to switch to the alternative taps suggested, we would not process any refund until we receive confirmation you wish to proceed without this. We have then awaited any items we do not hold in stock ourselves to arrive into us, and this was completed and dispatched today.
As such, we do feel that the comments about both service and timeliness of replies is unreasonable and unfair since we have communicated, and acted on your own emails, swiftly and the delay was due to awaiting your direction.
We do hope the explanations received go some way to demonstrating that we do care about our service, and help to restore some faith in us as a company.
Kind regards
Mark
