The Worm that Turned (worm.co.uk) Reviews

I'm really disappointed you feel all your orders have been 'late', however we do try to balance lead times with reality which on 24 colours and 20 ranges is not always easy and particularly in Spring/Summer when everyone is ordering from one factory in France. Some orders this year have come through very quickly and as we have weekly orders, 95% of our website lead times are accurate and we do carry large stocks too. We are the largest Fermob retailer in the UK and do our upmost to ensure everyone is kept up to date which is evident by others comments. We also stress on the product pages that the lead times for made-to-order products are estimates and encourage people to not leave things too late in the summer for their order if they have a particular event. Unfortunately your table is going to be with us one week later than expected (6 weeks after your order) but I understand you are going to be on holiday when it arrives so have arranged to hold it for you. Hopefully you will have a good holiday and we will contact you on your return to make arrangements for delivery. Thank you for giving us the opportunity for further comment. Stuart

We're really sorry that you feel this way. As you know, you had ordered these products 3 times before for your clients previously without any problems. On this particular occasion the first batch sent was clearly a problem, so we we sent them again but only after making 100% checks on the contents. However, it is our understanding that the damage occurred AFTER you sent them with your courier to your client. Clearly we cannot be responsible for damage caused by another company which we have no relationship with, which is why we could not refund. I think its a bit harsh to judge us and the products in this way. We take great care to ensure that any products which could potentially be damaged by couriers are well packaged when they leave us and ask that any damage is notified immediately on receipt. Stuart

Ok thank you for for that update. We did ask for photo's of any items damaged on receipt but were only sent one that you had received back from your customer. So please could you send these to customer service for each box in question to illustrate the problem and we will reconsider your refund. The door is in two parts, but we've not had a problem with those we sell in the shop from the same batch. As I said, we did check all of the boxes, before they were sent out and each was deemed to be satisfactory. This is a fairly 'rustic' item, but of course will do the job it is supposed to do, however does need to be carefully packaged if it is being sent on to a third party as the box it comes in is not designed for mailing. Stuart