Thank you for taking the time to leave us this review, and also thank you for your time on the phone earlier, it was very important for me to personally understand what had happened and more so how this impacted you and your business.
We fully understand that things to go wrong at times, and that nobody is perfect and I'm sorry that on this occasion we let you down, it's not the 'norm' for us at all, we pride ourselves on the offering of a World Class Customer Experience and unfortunately we didn't deliver on this promise.
It was great to hear that the team took personal accountability to try and rectify this for you and that you're willing to give us another chance, we will not let you down, that's a promise.
Please feel free to reach out to me personally should you need to, I would love to give you a taste of what we're really about, so we can prove that this was in-fact a 'one off'.
Again, please accept my personal apology on this.