Hi,
Thank you for taking the time to leave your review. We truly appreciate all feedback whether good or bad.
I can see from the email trail between yourself and Tim, our Horsham manager, that you ordered the Orla Kiely duvet in 2 colours. We've held our hands up and confirmed that, unfortunately, human error has meant that one of the products was sent in the wrong colour. We again apologise for that.
We pride ourselves on providing the very best customer service, and as you can see from our hundreds of happy customers, this is something we take very seriously. I can see that we've replied to your emailed complaint (sent at 01:40 am) immediately upon our stores opening that morning. I think it's fair to say that you've had a detailed response, apology and resolution offered straight away.
We use Parcelforce to deliver the majority of our online sales. Whilst certainly not perfect (which delivery company is?) we find that they offer an excellent delivery service 99% of the time. Once the goods leave our warehouse (generally within 24/48 hours) then we have no control over the delivery slot. I can see that you were unable to organise a suitable delivery time with Parcelforce and that this led to you not receiving the goods for nearly 2 weeks. Again, we responded to you as soon as we found out about the colour error and a collection was again arranged with Parcelforce to return the goods. They offer an excellent returns service and provide clear communication and printing of the return labels - I'm sorry that this was deemed troublesome and caused you to miss timeslots.
Thank you for shopping with us and I hope you find what you're looking for.
Best wishes,
Adam, Marketing Manager
