Dear Diane,
We received your feedback on the website and over the phone and I understand you are not happy with the length of time for the delivery of your order since you were expecting a 24 hours delivery.First of all I would like to apologise for the misunderstanding leading to your dissatisfaction which is clearly the mentioning of the dispatch being done within 24 hours of receiving the order,meaning exactly that I'm afraid,your order leaving our warehouse within 24 hours from the moment you placed it,it does not mean delivery in 24 hours.I passed your feedback to the relevant department and we will be looking into making sure the statement about the dispatch and delivery times is made clear on our website in order to avoid causing future confusion and disappointment to our customers.
I also understand that you did not receive any confirmation email with the estimated delivery times either and this is possibly an error since the system automatically confirms and sends out an email with the details of each order and the estimated delivery times therefore I asked my colleagues to investigate this matter because this failure should not have happened but unfortunately it did happen in your case.At this point my main concern is to be able to remedy this situation for you as soon as possible therefore would you please confirm if you received the order by now and I hope you will allow me to offer you a satisfactory solution and to try to regain your trust in us.
I have also sent you an email and I'm looking forward to receiving your reply,thank you.
