“Sent wrong item, basically a cheaper version & strength of the item i actually ordered. Then had hassle of packing the item, getting to a post office and had to send using own packing, 1st class recorded. Although they said they would reimburse postage and amount for item on receipt of receiving it, they didn't and had to chase them to issue the refund. I sourced the item i wanted from elsewhere. Advise to check items properly from this retailer sends you as you might get fobbed off with a cheaper, less strength item in the hope you might not notice.”
Hi Dipesh,
As discussed via email the item was sent out as a genuine mistake by a member of our team. We asked if you could send pack the parcel as we believe this a quicker process to receive the item back to our store. We have also advised via email that the return postage you paid is fully refundable and our member of our team refunded you for this postage. I do not believe you were "fobbed off" as our team rectified the issue as soon as it was brought to our attention. We always aim to resolve customer queries as soon as possible and, unfortunately, this time we got it wrong however from looking into your case I believe we did everything we could to resolve the problem for you and see right by you as a customer.
I would like to reiterate that we in no way substitute items when they are placed on our website for lesser products but behind the website is a human element and sometimes when dealing with large volumes mistakes can be made. The member of our team has already apologised through email so I feel this review is unjust.
Regards,
Ryan
Hi Marian,
Thank you for taking the time to leave a review.
As your order was placed after 2:30pm on Friday it will have only been dispatched yesterday due to Royal Mail only picking up parcel Mon-Fri from us. You should receieve communication from Royal Mail regarding your delivery.
Apologies you feel we have missed the mark this time as customer service is key to us and we always aim to respond to customers problems. The Royal Mail 48hr service starts from the collection so your order should be with you by Wednesday/Thursday this week providing there are no delays with Royal Mail.
If you do have any issues please do get in touch with us via email. enquiries@healthstoreexpress.co.uk
Many Thanks
Ryan
“Good prices. Fast efficient service. Returning customer. Spoke to owner on previous purchase, she gave her time freely and was extremely knowledgeable and helpful.”
“Very good price and I ended up buying the item I needed. Goods received as descibed. Excellent communication from company starting from order all the way to delivery. Certainly recommended.”
