"I'm sorry too
I found the website very confusing and unintuitive to navigate, so when I clicked through on the chosen reed diffuser bottle (which by the way is very much nicer than your photo suggests), the pictures at the bottom of the same screen of the caps, which have to be ordered separately, are not the same size as the bottle pictured above. Ideally there would be a link on each bottle page to the correct size of cap so there could be no confusion. I can't be the only person who struggles a little with reading numbers and simply orders the ones which can be seen on the same page. This could easily be remedied by showing the correct cap along with the bottle
Your customer service staff member told me that nobody else had made the same mistake, I was the first. This wasn't very constructive as I now have 18 bottles with 18 caps in the wrong size
I was advised that I can return the wrong sized caps for a refund and 18 new ones will be sent out. However, while the price of the caps is £9.60 plus VAT totalling £13.02, with courier costs the total is over £20!
For 18 caps at less than 50P each! Come on guys, this is unreasonable by any standards
Apparently you can't check the order before it gets sent out, so my error went through unchecked, and anyway I might already have bottles which the lids would fit? But in fact, this was my first order with your company so that doesn't make sense.
When I asked for some consideration for my quite understandable mistake, I was told that the postage costs for the new order couldn't be waived, even though nearly £10 for 18 incredibly light and non-bulky caps is by no means the cheapest way of sending them
Usually when I speak to customer services if there's an issue for some reason, there is some negotiation or at least some effort to retain a customer and find a solution which everyone is pleased with. Perhaps my order is too small to be worth trying to please me as a customer? But you can't know how big my next orders might have been, or how I always warmly recommend a company with excellent service
On top of this, the packs were well wrapped but the box was twice as big as it need have been, so the main box arrived with several splits in it. And there was no receipt to be found, either inside the parcel or taped onto it
What a shame that an enjoyable shopping experience turned into a really frustrating, unsatisfactory one. I'm really really disappointed - and out of pocket. If you don't care about talking to customers on the phone, please don't work in a role where you have to do so
Oh, and it took so long for the parcel to arrive - almost a whole week!"
Thank you for your feedback - we appreciate you taking the time to write it.
I have passed your comments regarding the website to our IT team and our marketing team.
Our main page with the bottles and caps has got all the bottles listed and numbered on the top and then all the caps listed and numbered on the bottom with the item name referencing the bottles it fits like so: Cap for RDBot-05/06/07
I have asked out IT team to look into the suggested items section and see if this can be more intuitive.
With regards to the replacement, we did offer that we will refund you the return shipping, which is not something that's done on an item ordered in error usually. My colleague advised that the new caps would have the standard delivery charge as we send all our items via courier and unfortunately they charge us a flat rate.
We could potentially send the replacement in the post using our office franking machine but we do not have any tracking for such option so if you would like to go ahead with this, please drop us an email to email@example.com with your order number and we will see what we can do.
With regards to checking the orders, we do check them for correctness and I am afraid that we would not pick up that the caps were ordered incorrectly to the bottles as the item codes of what was on the list matched to what was picked. Especially now, in the busiest part of the year we would not be able to pick this up - many apologies for any incovneience.
This also addresses the issue with the delivery times - this is the height of season for us, hence the extended dispatch times. We pick and pack orders as fast as we can, however due to the demand we had to extend the delivery times.
If there is anything else we can assist you with, please do let us know. I will send this message via email as well in case you'd like to discuss the option of a postal replacement.