Dear Mr. Sun,
Thank you for your valuable feedback. We're grateful for your patience and understanding. You mentioned that you were missing a box of 10x15 EQ500 bags. After conducting an investigation, we confirmed that all items on your order were scanned and barcode-picked correctly, with the appropriate gauge/EQ, and our stock levels are accurate. The only variation was that you ordered EQ200 10x15, and we upgraded it to EQ250 at our expense to fulfill your order.
Customer satisfaction is extremely important to us. As a goodwill gesture, I have arranged a refund for the EQ500 10x15 line, as I apologize for not providing the exact item you requested. Additionally, as a token of our appreciation for your understanding, we have created a 10% discount for your next online order which has been emailed to you separately.
Warm regards, The team at Parkers Food Machinery
“Not the easiest to get an exchange I contacted customer services for help and she didn’t have a clue. Also I understand paying postage on my behalf to return but for a shelf loading fee is ridiculous. Decided to keep the item in the end as if I had returned it nearly half of what I spent would be taking to just exchange.”
Thank you for sharing your experience with us. We're truly sorry to hear about the difficulties you faced with your exchange and the confusion during your interaction with our customer service team.
We always strive to rectify any errors made by our staff at our own expense. However, for orders placed online and selected by the customer, the return postage must be covered by the customer if we are not at fault.
The "shelf loading" fee helps cover the costs of processing the refund, restocking the item, and updating our inventory. This process is outlined in our terms and conditions, which are agreed to at checkout.
We appreciate your understanding and are here to help with any further questions or concerns you may have. Thank you for your feedback.
Thank you for letting us know about this issue. We're truly sorry for the inconvenience caused by sending the wrong product, especially during such a busy time of year. We understand how valuable your time is and regret that this mix-up has taken up more of it than necessary.
The item was from our reduced-to-clear range and was mistakenly listed as plain film when it was actually perforated film. We apologize for this error and appreciate your patience. We're glad to hear that the full refund has been processed.
If there's anything else we can do to assist you, please don't hesitate to reach out. Thank you for your understanding.
