Thank you for taking the time to share your experience. We’re truly sorry that your order didn’t go as smoothly as it should have — from the initial product mix-up to the faulty strimmer you received. We understand how frustrating it must have been to wait for a resolution, only to have further delays in collection and communication.
While we’re pleased that your refund has now been processed in full, we acknowledge that we should have communicated more promptly and clearly throughout. That is not the standard of service we aim to deliver. We are currently reviewing this case with our fulfilment and customer care teams to ensure such issues — especially slow responses and missed follow-ups — do not happen again.
Regarding the collection of the faulty strimmer, our records indicate a collection request has been raised with our courier, but it is clear we should have confirmed this directly with you. We will follow up with you today to arrange a suitable date and time so the matter can be closed promptly.
We appreciate your feedback — both the positive and the critical — as it helps us improve.
