“Lockable confidential waste bin I ordered arrived grubby & dusty as if it had been on the shelf a long time. It became clear why when I tried to lock it and found the key mechanism has been fitted incorrectly and the bin does not actually lock.”
Posted 1 year ago
Alice,
We're sorry to hear that your product arrived broken and dirty, this is unacceptable. We try to take every precaution to ensure our goods arrive safely and in pristine condition, but clearly this was not the case this time. At the time of your order we where in the process of adjusting to a change in staff in our stores and the person who packed your order was not as familiar with how we usually send our products. This has now been rectified and we do not expect another product to be sent out to any of our customers in this condition.
We've arranged for a replacement order to be delivered to you free of charge and sincerely apologise for the condition of your first delivery. We appreciate your feedback and hope that you would give us an opportunity in the future to improve on the service you experienced should you require anything further as this is not the service our customers usually experience.
Thanks,
Arianne McCracken
“I was very disappointed by the service from HEYN. On the website there is a statement on deliveries as to the lead time for receiving the goods. Then when you go to order there is a contradictory statement. This was very frustrating and when the delivery did eventually arrive only one was delivered and the other came a couple of days later.”
Posted 2 years ago
I am sorry to hear you were disappointed by our service. To clarify, on our deliveries page it is noted that deliveries are 2 days from dispatch. This is a true statement. However were particular goods normally have a lead time (if they are made to order or indeed not in stock at the time of order) there is a statement on the product page to advise on delivery timescale. We have found that this is the most clear way to communicate to customers where a time frame exists which is beyond the norm on a particular product. Both statements are in fact true but I apologise that this was confusing. On the product page for your item the lead time was noted as 10-14 days and we did deliver within this timescale your complete order.
