Good afternoon Mr Taylor,
Thank you very much for your feedback and I am sorry to hear about the disappointment with the delivery and that you feel you would not use our company again. Please do note we take all concerns seriously, and we do want to provide a good experience to all our customers.
To address your points, I can see that your order was made on 27th July and that in order to expedite the process, we arranged for these items to be sent directly from our suppliers. I can see that both of these were organised in good faith, and that delivery was organised for within the 3-7 working day timescale as mentioned on our website. I am sorry that an exact specific date was not provided, however, we could never guarantee this until the item is with the couriers and they contact you unless a delivery is made by ourselves directly. This is certainly something we can feedback to our suppliers to see if they could work this into their processes, though we have no control over the couriers they use. We would always expect some form of communication in advance to notify of your delivery, even if it just a time window - sadly this may be a full day window, if not a window of a few hours. Had you needed a specific date for delivery, this is something that could have been arranged with us at time of ordering in the notes section on our website, or our team could have added this to the order notes to our suppliers in order to match your preference, or we could have looked at delivery ourselves for you.
In respect of the way the item was delivered, as one of your items was a high-risk mirror cabinet from damage and of a larger size, a pallet delivery is required in order to ensure this is safely packaged and arrives with the best chance of being in a good condition for you. I am sure you can appreciate that if it was sent in a similar-sized box, there is a bigger chance of the mirrored parts smashing.
Due to these points, it is disappointing that you have left a 1* review given we were never given the chance to assist, and also because every endeavour has been made to ensure your items arrived quickly and in good condition. None of these concerns - either in terms of delivery date or to best advise on how the items would arrive - was raised in advance of delivery being made, and I note the concerns you mention have also not been raised to our team prior to leaving the review. We would have loved to speak to you in order to at least explain this and avoid the need for you to feel you have to leave the 1* review.
Thank you again for your comments, and please be assured we will take this onboard and speak to the suppliers regarding the points raised.
Kind regards
Mark
