Good morning ,
Thank you for taking the time back to leave us feedback. All feedback on customer experience is essential to everyone at eCatering, I am truly sorry we have left you dissatisfied.
We understand that sometimes mistakes can be made, we're all human but it's so important to us to rectify them as quickly as possible which is why on Friday when you called around 11 am we had your new order in place just after lunch.
Thankfully, we did manage to get your new unit to you on Wednesday. To explain why we would only deliver on Wednesday, the unit you purchased from us is usually a 2 person delivery service due to its length and its fragility (the glass on the top). Not every courier can offer a 2 person service, the only courier that can deliver with this service and this length of the unit can only deliver on set postcodes on set days which explains why on Friday we could only get your unit delivered on Wednesday due to your location.
We can appreciate there are improvements to be made with this service, we are working with our courier to offer better and more flexible options in the future
We understand this time frame wasn't ideal for you and your business, so we were prepared to send out a smaller unit and refund you the difference as this way we could have used our one-person delivery service and had the unit with you by Monday, but sadly this offer was rejected.
Once again, Sarah, I'm really sorry things didn't go the way we planned but we're so happy we resolved the issue for you.
We hope business is booming for your shop and if you need any further support please feel free to email me directly or call me on 0333 358 3678.
Kind Regards
Katie
