“We ordered a wheelchair on 22nd March 2016, it was for delivery to a Hotel during our stay in Scotland for my wife to use. Delivery was for 30th April until 5th May. Only we received a call on 29th April (THE DAY BEFORE DEPARTURE) to inform us that due to it being a Bank Holiday in Scotland that you were not able to fulfil the order as there was no one to deliver it. So it took 2 months for someone to engage this and subsequently letting a Customer down. My wife suffers with COPD she can only manage a few steps before struggling to breath. As this was such short notice we could not find an alternative hire and my wife was not able to get round as she should have been able to. To say we are disgusted is an understatement!!!”
Posted 4 years ago
I am truly sorry about everything with regards to this order. The courier company we use are normally brilliant at notifying us of any changes to the day to day running of their deliveries. At present the local deliver depot are no longer doing Saturday deliveries and we were not notified of this. We only found out when we were booking in your delivery and by then it was too late for us to get it to you when you needed.
We let you know as soon as possible but I understand that it was too late, and it must have had a negative impact on your holiday. Our aim is to help people and we really try our best to do so. I know that our failure to be aware of our courier’s blind spots must leave you with an awful sour taste in your mouth and we would do anything to avoid that.
My manager has asked that if you ever need our service again for a holiday we will be happy to supply you with your wheelchair completely free of charge to match the value of the order you originally placed. Please be advised that your full refund should have reflected within 4 working days of it being processed, it was processed on 29/04/16.
Since this incident came to light, we have put in place measures to ensure this does not happen again and all of our staff are now aware of these measures as we would not like this to happen another customer.
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Alice, Customer Support
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