Lawson HIS Ltd pārskati

Thank you for your feedback. We are genuinely sorry for the confusion and frustration caused by your delivery, and we would like to take the opportunity to explain what happened. Your order was originally picked and packed in full. However, a member of our warehouse team subsequently identified that the package was particularly heavy and, to reduce the risk of damage during transit, proactively repacked the order into two separate parcels. The delivery tracking was updated to reflect this, but unfortunately, our internal packing records still showed the original single parcel. On the evening of dispatch, our courier, DPD, arrived with an unusually full collection vehicle, resulting in a small number of parcels being left behind. Unfortunately, one of your two parcels was among them. When you contacted us, our team understandably investigated the missing items. However, because our internal records still showed the order as having been packed together, our warehouse manager checked the original packing records and CCTV footage, which appeared to confirm that everything had been packed into one box. This unfortunately resulted in you being given incorrect and conflicting information, when in reality your order had been split into two parcels, with one delayed at collection. We sincerely apologise for this confusion, and particularly for the frustration caused by the information you received when contacting us. We certainly never intended to make you feel that your concerns were being dismissed. Although the original decision to split your order was made with the best intentions, the subsequent communication and collection issues created a situation that should not have occurred. We have since reviewed what happened and taken steps to improve our internal procedures, ensuring that changes to packaging are accurately reflected throughout our systems. We appreciate you bringing this to our attention and are pleased that the remainder of your order arrived the following day. We are sorry that the experience fell below the standards we aim to provide. Lawson HIS Customer Services