Good afternoon,
I am sorry to learn of your experience and that you felt compelled to leave us a 1* review. Please note we would never want this for any customer and we would always actively try to resolve any concerns to avoid this.
Having looked into the issues raised, we do feel the review is not entirely reflective of the service received. Firstly, we do apologise that the original item was out of stock. Whilst we do hold stock of a number of items, we cannot stock every item unfortunately. In the event, the item is not in stock with ourselves, we do have to order items from suppliers and so we do rely on them advising us of when an item is out of stock. We communicate this to customers as soon as made aware. I can see that this was the same day with an offer for us to check stock on any others you liked the look, and you were updated on lead times as soon as we received this information in order for you to make an informed decision.
In terms of the point around charging more money, the alternative tap you requested had a higher cost and so we would only look to charge the difference in cost to reflect this, which I can see that we did. Our colleague did offer to speak via phone to explain the figure to you but this was declined by yourself, with a request for a refund instead, which was processed immediately. I can only apologise that there was lack of clarity and explanation causing frustration for yourself, and this is something we will share with our team to see if there is a way we can improve this.
All of the communication was done quickly from the point we had responses from yourself so I do feel we tried to help quickly and expediently, as well as provide a resolution. I am sorry that this was not satisfactory for yourself on this occasion.
Kind regards
Mark
