Honey Brothers Ulasan

Thanks for the kind review!!

Hi, Thank you for your feedback. We stock thousands of items, and unfortunately we can’t keep every product in-store at all times. When placing a Click & Collect order online, we do advise at checkout that we may contact you, as stock sometimes needs to be transferred between locations or manufactured in-house. Occasionally, things do go wrong — and in this case, they clearly did! Having reviewed your order, I can see there was an unacceptable delay between the order being placed and invoiced. It appears our website allowed an item to be oversold, which unfortunately left your order stuck in limbo. We completely appreciate that this is frustrating, and we agree that it’s simply not good enough. From June, we’ll be moving to a new system which should help prevent situations like this from happening again. While that doesn’t resolve the inconvenience caused to you now, please know we are actively investing in improving both our systems and customer experience. I can see that you’ve now received the rope, and the remaining item is currently on back order, so we genuinely appreciate your patience and for sticking with us while we resolve this. We understand and accept your 1-star review, and we’re sorry for the experience you’ve had. We’re not perfect, but we are committed to improving and doing better moving forward. If you need any further support, please feel free to give us a call, pop into store, or send us an email.

Thanks so much for your review! It makes all the difference to the team :D

Hey Chris, Wow - I'm surprised you gave us 3 stars! Looking at this one, it appears we had a stock discrepancy, and we dropped the ball here. Totally our fault. I can see they have since been delivered, (actually on the 4th of May - coincidence!) but I appreciate this is a rather long wait. I've refunded the shipping cost for you, as a small gesture of our goodwill - but if you need any further support feel free to reach out.

Thank you so much for your review!

We understand your frustration and appreciate you taking the time to leave feedback. This was clearly not the experience you’ve had with us over the years, and we do acknowledge that mistakes were made with this order. You shouldn’t have had to chase parts of the order or contact us multiple times for updates, and your comments on that are fair. As for the 1-star review — if that’s genuinely how poor you felt the service was on this occasion, then we completely accept that. What is disappointing from our side is that one bad experience can overshadow many years of reliable service and successful orders without issue. That said, we were always available by phone, email and social media while trying to resolve things as quickly as possible. I can see the remaining item has now been delivered, and we have fed your experience back both internally and to our supplier, who we are equally disappointed with. Unfortunately, the information we pass on to customers is only as good as the information we receive ourselves, and in this case it simply was not good enough. Ultimately, the responsibility to you still sits with us. We’re not suggesting the situation was acceptable, because it wasn’t, but this genuinely was a rare miss for us. We always try to deal with problems openly, fairly and as quickly as possible when they do occur. We genuinely value your past support and hope we can still regain your confidence. I also appreciate the time you took to speak with me on the phone so I could explain things in more detail. Thank you again for taking the time to provide constructive feedback, and as always, you know where we are should you ever need us.

Thank you for the review!

Thank you!!

Thanks for the feedback!