Good afternoon,
Firstly we thank you for taking the time to leave us a review, it is certainly not our intention, as a Company, to dissatisfy our customers and would like all our customers to receive a wonderful experience when communicating with Clogau Gold. All feedback is welcomed, whether good or bad, as we strive to improve as a business where necessary.
We are extremely sorry to hear of your disappointment with the service you have received from ourselves, we have looked into this and can see that there was an error with your initial order which unfortunately resulted in no postage label being generated, normally these issues would be flagged immediately so that we can have this rectified, however on this occasion we were only alerted to this after we were contacted by yourself. This was urgently escalated to our IT team at the time, for them to investigate internally and rectify, to ensure this does not occur again in the future.
Unfortunately, by the time we were made aware of the situation, the item on your order had become out of stock. To ensure you received this as quickly as possible, we urgently recalled one from one of our stores to fulfil your order. As soon as we were made aware that we would not be receiving this item from our store in time, we contacted yourself immediately by email to confirm this and offer a resolution of an exchange for a different item which we offered to send to yourself on an express service before our postal collection that day, to ensure that you would receive this in time for the occasion.
As an apology for the unfortunate issues that you experienced with your order, we offered a £25.00 giftcard. As confirmed at the time, our ordering platform in which we set up gift vouchers will only allow us to add gift cards in multiples of £10, rather than exact amounts, but that your giftcard was manually loaded with the £25.00 as promised.
Once again we apologise for any upset caused, and we can assure you that we did our very best to rectify the issue with your order as soon as we were made aware, and to ensure that you would receive your item of Clogau Gold in time for the birthday occasion it was intended for. We do understand your frustration an if you do wish to discuss this any further, then you can of course contact us on 03456068877 to speak with a member of our business support team.
Thank you again, and kind regards,
Clogau Gold
