The Worm that Turned (worm.co.uk) 点评

Thank you for your feedback which is appreciated. I've looked into your your order and see that you ordered on a Sunday and the item was despatched on the following Friday on a next day service. It was then delivered on the Saturday (despite the service booked). All in all this was 5 working days from order to delivery and in normal times this is certainly a couple of days longer than we would like, but still within our delivery promise and given the pandemic and the need to work safely it was certainly not 'bad'. Whilst we appreciate the feedback, I'm sure you would agree that the safety of our staff is paramount and would hope that this is understood.

Thank you for your email. Obviously we are really sorry that your item arrived faulty and apparently without instructions. Actually having reviewed the packaging of a similar item and yours I'm concluded that unfortunately this particular manufacturer only puts limited safety and timer instructions on the side of the box. There are no assembly instructions as there is not too much to connect, but I do appreciate that if something doesn't work then that can be frustrating. I will ask the manufacturer about this policy as I think it's perhaps one cause of the problem. Turning to the other part of your feedback, after much experience, we do find that sometimes items are not always faulty and just need correcting properly. Obviously we need customer assistance to establish this and I understand having spoken to the 'someone else whose attitude you did not like' there was some resistance from yourself in assisting us here. Whilst it may seem better to just do a swap I'm sure you would agree that if items are not faulty this is wasteful. Most customers seem happy to assist and send video's/photos etc without fuss. I'm sorry if you misunderstood our intentions here, but that may have led to the 'attitude' - which was perhaps a response to the initial lack of cooperation. Having eventually received your video, we quickly established the fault and collected the goods at our cost. Having just received them back, you will of course receive a full refund including your initial postage and having reviewed the correspondence I can't see why you thought you would not get this and apologise for this misunderstanding. I'm sorry too that you felt that the attitude was not helpful and I have spoken the the person concerned and we have agreed to make clearer the reasons for the need for co-operation in future. We know that that this can sometimes be a hassle, and do appreciate that our customers have busy lives, but hopefully you understand that we have a wide range of customers and products to deal with. I'm also sorry that as replacement was not available but we do seem to have misunderstood your original requirements here as we'd thought you didn't want one. Thank you for your feedback nonetheless which is a appreciated and taken on board by all.