Gill House
i am a pensioner in my 70"s and when I bought the Hozelock coiled hose from you, I hadn't realised the impossibility of fitting the two fixings onto the hose. i warmed the hose end in hot water but still unable to push them on, so I had a hose which i was not able to use. i phoned the customer help line, explained about my age , some arthritis in my hands and my frustration at having bought something from you which I am unable to use. I asked if I could have a pre-paid label to enable me to return it to you without the expense of another six pound postage. The person I spoke to said that it was not your policy to provide the pre-paid label and directed me to contact Hozelock for help ! So I am not impressed with the service I received from you From.. Mrs G. House AL3 4BJ
Helpful Report
Posted 2 years ago
I am sorry to hear that you found the service you received to be below our usual high standards. I have spoken to the member of staff involved who explained what happened.

It is correct that we do not provide pre-paid postage labels for ALL returns, however we do arrange for free collection of any faulty products. I think what the member of staff was trying to establish was whether the item was faulty or you were simply unhappy with it.

We have found that Hozelock's customer service team are excellent at diagnosing any issues and sending out replacement parts immediately if any problems are found. They would have been able to tell you straight away if the issues you were experiencing were normal, or whether there was an issue which then would have been resolved by us, or them.

We like to make sure our customers are happy, so I am disappointed that we have let you down on this occasion. I am going to be in contact shortly to sort this out for you.

Kind Regards

James Allen
Director
Posted 2 years ago
Wigley DIY is rated 4.92 based on 2,095 reviews

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