Dear Phillip, thank you for your review.
Again, we’re very sorry that your delivery experience was not as straightforward as it should have been, and did apologise for this when you first rang to bring this issue to our attention on 7th March. On the 4th March, the first delivery attempt (which you had received tracking information for) was unable to be made as there was no one home to receive it. You then contacted your local courier depot to arrange another delivery attempt and were told that it would be attempted on 6th March. Unfortunately, the courier then tried to deliver it on the 5th and not the 6th as promised, so the delivery was missed again. As explained before, we are extremely sorry that you were misinformed with the wrong redelivery date - this was unprofessional and unacceptable behaviour on our courier’s part. After trying and failing to reorganise another delivery attempt with them, you called us on 7th March at 13:50pm to explain your frustrations to us. Up until this point, we were unaware of the difficulties you had experienced with the courier, as although we check that all orders are delivered, it’s not unusual for customers to miss one or two delivery attempts before receiving their order because they’re at work etc. As soon as you brought it to our attention however, we contacted our local depot to request that your item was put out for delivery on the morning of 8th March as a matter of urgency. A message was left on your voicemail confirming this had been arranged. When you called back to confirm you’d received our message, you were still concerned that the courier would not deliver the next morning as promised. As a business, we are only permitted to contact our own local courier depot, but we called your local depot and pretended to be a family member so they would confirm to us that the delivery was indeed scheduled for delivery the next morning. You were then rung back at 14:51pm and given this confirmation, and it was agreed that we would only be back in touch with you if the delivery did not take place as planned. Your order was then delivered on the 8th March at 9:59am as we had scheduled. Please know that your redelivery situation was an exception, one for which we are incredibly sorry. As soon as you highlighted your issue with us, we took ownership of it and had it rectified it by the next morning. We strive to give excellent service which you can see from our other reviews and are gutted that our courier service let us down on this occasion.
