Name: DriveDen
Address: Unit 5 Reliant Close, Chandler's Ford Industrial Estate, Eastleigh, Hampshire
Rating: 4.83

“Four mats where stuck/mounded together. One rear mat cut to incorrect shape!!”

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Posted 7 years ago

“took over 7 days to arrive”

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Posted 7 years ago

Hi there, Many thanks for this feedback, although we are sorry to hear that you were not happy with the delivery time. However, we would ask you to re-check the listing and everything displayed on our website, as it looks like the item should have been on time for you. To confirm, the listing states the item will usually be dispatched within 2 working days...and as you chose standard Royal Mail delivery, that should be 2-3 working days. So, the overall delivery time, including dispatch and delivery, will be 4-5 working days. Your order was placed on the 13th February and the item was dispatched on the 15th - so this was within the 2 working day dispatch time. The 15th was a Wednesday, so the item would have been due to be with you on either Friday 17th or Monday 20th. (As of course, the weekends are not working days for standard post). so, if the item arrived on the 20th, then this was techncially 7 days from your order, but it was only 5 WORKING days. And so, the item will have been on time. If the item did not arrive by the 20th, then we do apologise - but we haven't heard anything direct about this issue until we received this feedback, so that is always a bit disappointing. If we are not informed of an issue, then we cannot help. However, if the item did arrive by the 20th February, then it was on time, and this feedback would be a little unfair and inaccurate, as the listing and checkout sections do display the dispatch and delivery times very clearly. We will hope to hear back from you (sales@npautoparts.co.uk) with more detail about when exactly the item arrived, so we can fully understand this issue and help further if this is necessary. Kind regards, Rob NP Autoparts | DriveDen

Posted 7 years ago

“The wrong part was delivered.”

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Posted 7 years ago

Hi Stuart, We do apologise for this issue - and this is already in the process of being resolved for you. Unfortunately, with the huge volume of items we send out, the occasion error will happen - and especially as in this case, it was a mis-labelled item from our supplier. They had marked it up as being the correct side for your order but it turned out to be the opposite side. Our warehouse team would check it over quickly, but they would not always be aware of what side is which, as they would not have this knowledge for 100s of vehicles that we stock items for. They do have to trust the labels that are put on the packaging by our supplier, so if this label is wrong, unfortunately it can sometimes not be picked up on before the item is sent out. As with anything like this, we believe it's the response we show when the error is identified...and we immediately apologised and arranged a return for either a refund or exchange. So we do apologise again for the issue and any inconvenience caused, but we would hope that by reacting as quickly as possible to the error and getting it resolved for you, this may still end up being a positive experience overall. Kind regards, Rob NP Autoparts | DriveDen

Posted 7 years ago

“Bought light unit for Mk4 Golf. Item was fine - except wiring to one of bulbs was reversed creating a short circuit. Blew 7 fuses until we figured out where the problem lay. Once we had corrected problem unit was fine.”

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Posted 7 years ago

Hi, We are very sorry to hear you had this issue. We will let the manufacturer know and if we can help you with anything please let us know. Kind Regards Neil

Posted 7 years ago

“Ordered grey car mats for my Volvo C30, got sent red ones. It appeared as red on the order sheet however, I'm certain I chose grey. Have had issues with Drive Den website glitches before. Requested refund but was told mats were made to order and I wasn't eligible. Now stuck with £45 red car mats for a Volvo c30.”

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Posted 7 years ago

Hi, Sorry to hear this - however, we cannot find any evidence of a 'glitch' on our site I'm afraid. You had never ordered with us before ordering a set of mats, so we're really not sure when you have had a glitch previously, so this seems a bit unfair to say. We have hundreds of orders each week and a 'glitch' like this has not happened before. The only way the wrong colour mats can be ordered is if the buyer chooses the wrong colour at the time of ordering. We can see that there was a failed order from you just before the order you did place...that time for the Black mats. Then, the order was placed successfully for Red mats. So that is what you received. At no time was there a failed or successful order for Grey mats. Also, we do send confirmation emails, both at the time of ordering and then at dispatch. The buyer can check the details and if there's an issue, they can contact us asap to get that resolved. This is especially important for the tailored mats, as they are specifically made for each customer. Unfortunately, we did not receive any contact from you about the wrong colour being on your confirmation - if we had, we could have changed the order with our supplier BEFORE the mats were made and sent to you. Unfortunately, tailored mats are a non-returnable item because they are made-to-order for each buyer. This is explained in our terms and conditions quite clearly...but if a buyer does not check this, it is unfortunate. We do always try our best to help every customer, even when a mistake is made on their part. However, it is not possible for us to accept a return of tailored mats I'm afraid...and a buyer is given every opportunity (via confirmation emails) to let us know of any error with the item ordered, before it is sent out to them. Kind regards,

Posted 7 years ago

“I ordered the manual and some 6/7 days later I recieved an e- mail telling me it had only just been dispatched, it then took a further 4 days to arrive at my address, so I think this service is very poor.”

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Posted 7 years ago

Hi there, We do apologise for this but we have checked into this order and realised the issue. The listings for Haynes manuals should all have a note stating 'usually dispatched within 4 working days' - as this is the time it takes for us to order the item in from a supplier. For some reason, the listing you ordered from gave a dispatch time of 24 hours, so this was incorrect. We have now amended this to the correct dispatch time - which if displayed correctly at the time of you ordering would have meant the item was on time, as it was dispatched 4 working days after your order came in (you had said 6/7 days later, but you are including the weekends in this time, so it was only 4 working days!). This was our issue and we do apologise for the listing having the incorrect information - this has now been resolved so any customers in future can be aware of how long it takes for the item to be ordered in and sent out, and can make a decision based on the correct dispatch and delivery times. Kind regards,

Posted 7 years ago

To also confirm, we have refunded your postage costs to make up for the delivery time being over what you had expected. Therefore, we do believe we have shown some good customer service, as when mistakes happen it is how they are dealt with that is most important! Kind regards,

Posted 7 years ago

“Ordered a 1 x TVR-NP-0411 - Honda FRV 2004 2010 Rear Wiper Blade - whilst this part probably does fit the vehicle, it is not a like for like replacement of the standard Honda part. It is shorter and does not have the matching casing. I think this should be made clear when ordering. Ended up buying a genuine Honda rear wiper blade.”

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Posted 7 years ago

Hi there, Sorry to hear this - the wipers we sell are a direct replacement for genuine parts...but they are not genuine Honda parts, so they should not be expected to be or look exactly the same! This should be quite clear from the fact that they are an aftermarket product and very often cost a fraction of the price! (On this occasion, this unit was priced at a very low £2.50!). They should still be correct and be comparable or sometimes better in performance...and you have said yourself that it will probably fit (so we assume it was not tried!) - so we do find the negative feedback and comments a little confusing. We would hope a buyer actually tries to fit and test a product before leaving negative feedback. As ever, we do offer a return system if a customer is not happy with the item they receive, so if this is something you'd like to do then please do let us know. Regards,

Posted 7 years ago

“The fascia that I purchased sort of fits, but the round corner is certainly not the right shape; there is a 5 mm gap now. Very expensive plastic for the lack of precision.”

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Posted 7 years ago

Hi there, Sorry to hear this - if an item isn't quite right we would ask a buyer to contact us directly to discuss the issue. It may be something we can look into and provide a an alternative part for...or if not, we can offer a return for a refund within 30 days of the purchase. Kind regards,

Posted 7 years ago

“Never received the item - probably down to Parcelforce mainly but very little help from the seller when problem occurred. Full refund given by eBay”

Helpful Report

Posted 7 years ago

Hi there, We are sorry to hear that the item did not arrive...unfortunately there is always a small risk of this when online shopping, although it is very rare. Please note that we did help with this issue quite thoroughly. We had a notification via eBay that a case was open due to the item not arriving...we then updated the case with the exact tracking details and this showed the item was being held at a local depot after an unsuccessful delivery. From there, the buyer just needs to go and collect the item. However, we then received an update from eBay that an appeal had been put in and eBay then issued a refund. We did find this to be a little unfair, as the tracking details showed that we shipped the item within the estimate and a delivery was attempted. The item was then being held in a local depot for collection. Tracking details were provided to prove this, so it was disappointing that eBay then issued a refund regardless of these facts. We are happy this has been resolved though and we are just awaiting a return from Parcel Force so we can get the item back, so everything will work out for both parties. We would just advise that for any future orders, you do check the tracking details fully if they are available and understand that this proves the seller provided a good service and were helpful in trying to deal with an issue. We do therefore find this 1-star review very unfair and hope you may consider revising it, given that we did try our best to help in the situation. Kind regards,

Posted 7 years ago

“Item sent does not fit my car. Have not tried to obtain a refund yet, so they may yet prove to be a good company to deal with, but item wrongly listed as fitting my vehicle.”

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Posted 7 years ago

Hi Roddy, Sorry to hear this - although this is the first we have heard of any issue from you, and we would always advise that a buyer should contact us directly to tell us of any problem, rather than leaving a review first. If you contact us, it gives us a chance to investigate the issue and resolve it with you, either by finding a suitable alternative or by arranging a return for a refund...unfortunately if we are not informed of an issue, we cannot help! If you do want to contact us regarding this issue, we'll look forward to hearing from you so we can investigate the matter asap - sales@npautoparts.co.uk Kind regards,

Posted 7 years ago

“Bought these mats as on the photos online they showed that they had genuine volvo plastic fasteners to clip them into the car. They were more expensive than a lot of the car mat sets but because they showed that they had the genuine fasteners I paid the extra and bought them. They took well over a week to arrive and have cheap Chinese plastic fasteners! No sign of the word volvo on the plastic parts anywhere!! Really hard, not great quality....could gave paid much less and got the same quality! Not impressed in the slightest.”

Helpful Report

Posted 7 years ago

Hi there, Sorry to hear you aren't happy with the item - we will pass your comments onto our supplier and ask about the clips. We have never really had any negative feedback about the clips they use...but perhaps they have changed something and we can ask them about this. You did mention they took a week to arrive - this is quite clearly listed in the advert where it states that the mats are made to order, so take 5-7 days to arrive. We do hope a buyer sees this...and if they arrived after a week this just means they were on time! Hopefully this is understood. However, we do apologise if you were unhappy with the quality...we will ask for our supplier to let us know their thoughts on this asap. Just a sidenote - we didn't receive any direct communication from you regarding this issue. We do ask a buyer to contact us directly if they have a problem, rather than leaving a negative review. That will at least give us a chance to investigate and resolve the problem before any feedback is given. Kind regards,

Posted 7 years ago

“The part arrived quickly. It was a rear wiper for a Fiat Doblo. It seemed well made and was well priced. Unfortunately, it didn't fit my Doblo, so was wasted money!”

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Posted 7 years ago

“I fitted the bars to vauxhall zafira B to put a ladder on when i tried to tighten the rope the bars slid along the roof rails it took some time to tighten but they still moved suggested modification put some lugs that would locate in indents in the roof rails regards Ian Mack”

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Posted 7 years ago

Hi there, Many thanks for your review. From your explanation, it sounds very much like the allen key bolts on the underside of the foot kit have not been tightened...this is the most common issue when roof bars slide along the rails. If a customer has an issue, we would ask that they contact us asap, as we can provide advice. However, we have not received any communication from you regarding this issue, until the review was left. Please do consider that we are here to help and advise but if we do not know of an issue, we cannot possibly do so. Please do try the bolts on the underside of the feet - this should tighten them to the rails. Kind regards,

Posted 7 years ago

“The item was not OEM and required modifying to fit the front left hand side fog light socket.”

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Posted 7 years ago

Hi Simon, None of our items are OEM (original equipment manufacturer) - we do not list them as such and in fact we do use the term 'replacement' in all our listings. However, they should not need to be modified in any way when fitting, so sorry to hear this. Unfortunately, we did not receive any communication regarding this before this review was provided, so we were not aware of any issue. We would hope a customer contacts us if there are any issues, so we can investigate and try to resolve this for themselves and also to prevent any issues for future buyers. If the item has been modified, we cannot accept a return and the part is now not covered by the warranty...so this is why we would always encourage a customer to contact us as soon as they have an issue. We're sorry to hear of the issue - we will report it to our suppliers and ask if they have had any similar feedback. However, please do be assured that we are here to help, but can only do so if a customer lets us know of the issue asap. Kind regards,

Posted 7 years ago

“Ordered roof bars, 6 months later parts fell out, Had to then pay another £7 for replacement parts which were delivered broken, replacement set were sent and these were again damaged. Have now given up with them.”

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Posted 8 years ago

Hi Richard, We apologise for the issues you faced with this order. We asked our warehouse team to send on replacement parts as per your purchase but if these arrived damaged, we apologise for this. They should not have been sent out in this condition. We will refund this order in full for you immediately. It appears to be a bit of an issue with this particular part, provided by our supplier Farad. We are in discussion with them to get lots of spares sent through to us asap so we can have these in stock just in case of any other issues reported to us. Kind regards,

Posted 7 years ago

“Not very good service late on delivery no phone number to call Did get item eventually not very good”

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Posted 8 years ago

Hi Robert, Many thanks for your review - however, this is the first we have heard of any issues and we apologise if you are not happy. We do not have a customer telephone line but, as an online company, we are contactable via eBay message or email - we cannot find any attempts at communication via these methods. Can you please contact us and let us know exactly when the item arrived? It was dispatched on Tuesday 8th March and so as long as it arrived by Friday 11th March, it would be on time as per the listing estimate (2-3 working days once dispatched with Royal Mail 2nd class). If the item is not very good as you've described, we are surprised we have not heard anything from you regarding this via eBay message or email - can you also let us know what the issue is with the item? To confirm, you can contact us via eBay message (by selecting the 'Contact Seller' option in your purchase history...or emailing us on sales@npautoparts.co.uk We look forward to hearing from you to discuss this further. Kind regards,

Posted 8 years ago

“I did ant realized how long the delivery would be apart from that its o/k”

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Posted 8 years ago

Hi Graham, Many thanks for your feedback - sorry to hear the delivery time was longer than expected. Can you just confirm to us when the item was received? We can then look into this in more detail and see what may have caused the delay. You can contact us via eBay message or email - sales@npautoparts.co.uk Kind regards,

Posted 8 years ago

“Part arrived 4 days late car failed mot”

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Posted 8 years ago

Hi Gary, Sorry to hear this. However, when checking our system we can see that the part was dispatched from our warehouse within the estimate given on our website. You ordered on Saturday 13th February and so the order was processed first thing on Monday 15th and the part ordered in from our supplier on this date. It arrived on Tuesday 16th and was sent the same day. The delivery method chosen for this order was Royal Mail 2nd class, which is usually 2-3 working days. Therefore, as long as it arrived by Friday 19th February, this was within the estimate. If it arrived after this date, we do apologise but any delays with Royal Mail are unfortunately beyond our control as a seller. If you needed it before Friday 19th and it arrived by this date, we can only assume that perhaps you thought the item would be dispatched on the day you ordered...however, it was a Satuday and is not a working day for us. It does state in our terms and conditions that we do not dispatch on the weekends and therefore any order received at this time should be treated as if ordering the item on the next working day in question (i.e. Monday). We have a note on the specific listing you ordered from that states 'Usually disapatched within 48 hours' - therefore, this time needs to be added to the estimated delivery time (2-3 working days) to give you the exact delivery time from the order date. This would therefore be 4-5 working days. As you ordered on Saturday and the item was due to arrive on the next Friday, this was within the estimate as listed (as the Friday was the 5th working day from the date you ordered the item on). Do of course let us know if the item arrived later than Friday 19th February and we can ask Royal Mail to look into the delay...but if it arrived on or before this date, it was within the estimate and any negative feedback based on this would be inaccurate and unfair to the seller. Do please let us know. Kind regards,

Posted 8 years ago

“Goods turned up on time but wrong mats , once I had explained this they then wanted pictures sent to them . It was at this point I now I'd never use them again .”

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Posted 8 years ago

Hi Josh, Many thanks for your review. Just to clarify, we asked for photos of the mats you received and the vehicle purchased for, as the mats are made to order. We wanted to discount the possibility that the wrong mats were sent by our supplier and work out what had happened. As it turned out, you had a different variation of vehicle than the mats purchased...so this was unfortunately customer-error. We have offered a freepost return and a replacement set of mats that should be correct, from the template that was correct for your exact vehicle. We believe this is very generous...given that our terms and conditions do state that tailored car mats are non-returnable. We believe the service we offered was very good and the photos requested are part of our standard procedures for problems with tailored car mats...which helps us identify any issues. We apologise for any inconvenience but unfortunately, if a customer purchases the wrong template it is beyond our control. We can only then do our best to rectify the problem which we have done so far. Kind regards,

Posted 8 years ago

“Took 4 days for item to be dispatched but if it wasn't for me contacting them I would have been longer as they said it was coming up a error with postcode which the code was correct so if I didn't contact them I would of still be sitting there”

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Posted 8 years ago

Hi Murray, Just to clarify, you ordered during the evening of Friday 29th and so the days mentioned to dispatch did include the weekend, which are not operating hours for us. We do state on the listing you ordered from that 'Usually dispatched within 48 hours' - this is the standard period so we can order the item in and then send on. It should be noted that we do not order or dispatch over the weekend...so your item was ordered at the first opportunity on Monday 1st and was dispatched on Tuesday 2nd. This was within the estimate provided. The postcode issue had been flagged by our warehouse team but you did email us before we got a chance to do so (on Tuesday 2nd). This issue was caused by the wrong area being put as the delivery location ('UK Mainland' instead of 'Scottish Highlands, including AB30-56 postcodes'). This is set by the customer so this was an unfortuante error that we corrected as soon as we could - however, it should be noted that this was not an error caused by ourselves. The item was dispatched the same day (Tuesday 2nd)...so was shipped within the estimate provided on the listing and at the checkout stage. We note that you did not pay extra for postage and chose Royal Mail 2nd class for delivery...however, we upgraded this for free to Parcel Force so it would arrive as soon as possible and to ensure the headlight unit would be treated with care. Delivery should have then been within 1-2 working days, so we expected this by Thursday 4th. We can see from the tracking details that there did seem to be some sort of delay with this delivery unfortunately and although a delivery was attempted on Saturday 6th...no one was in to accept and so a delivery was then completed on Tuesday 9th. We do apologise for this delay...it's not clear what caused it but we can assure you that this was beyond our control as a seller. We dispatched within our estimate and provided a free upgrade on postage for you to try and ensure it arrived asap - however, the delay was then with Parcel Force so this was very unfortunate. If you check the tracking details (provided with your confirmation of dispatch email) you will see the above to be true and that we did dispatch on 2nd February...so this was within the 48 hour period as stated on the listing and at checkout. We do therefore dispute the claim that it took 4 days to dispatch the item, as we believe you are counting the weekend within this period and this is incorrect. However, we do accept that the delivery was delayed and we apologise on behalf of Parcel Force for the delay...we will pass this on and ask that they investigate this asap. Kind regards,

Posted 8 years ago


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Easy

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