“Order took well over the amount of time it was supposed to take to come with no communication at all from the company. I emailed and got no response after a week. I called them and only then was told there was an issue with the supply of the heater we had ordered. We were told they would call us back by the end of the day. No one ever called us. We called them again a week later and again someone said they would call us back.... they never did. Eventually it was marked as dispatched nearly 4 weeks after ordering (supposed to be 10 business days). Delivery day arrived, my heater didnt, the same thing happened the day after. I contacted the delivery company who advised there was a warehouse delay and they couldn't tell me when my order would arrive. It eventually arrived 6 days later. So all in all after spending nearly £400 on a product it's been quite a bad experience with a distinct lack of customer service.”
HI Sarah, firstly I'd like to apologise for the level of service you've experienced. I've taken a look at your order, and can see that you placed your order on the evening of October 16th, and the Image Panel was dispatched on 5th November, a little under 3 weeks later, which falls within our 10-14 working day lead time for Image and Custom Image IR Panels. Having taken a look at the tracking, I can also see that there was a delay on the courier's side, which is unfortunately out of our control. I do apologise once again. Kind regards, the Surya Heating Team.
Hi Martin, our apologies for the experience you have had shopping with us. We haven't had any correspondence from you regarding your purchase, so one of my colleagues from Customer Services has emailed you now to try to rectify your situation. Our apologies once more.
