Hi Tony
I am so sorry to read your review, as per the messages with customer services we have tried to be very clear of our delivery charges on the website. You are also shown in the check out section before entering your card information how much you are paying for delivery.
We do however offer free delivery on orders order over £30 and so maybe next time you can take advantage of that. Sorry if you found our explanation rude, our team are always polite and helpful.
Regards, Lauren
“The whole shopping experience is a total disappointment. Firstly there are missing items in my order and then the customer service person put down an incomplete address for the redelivery leading to another failure in delivery. The items were said to be rearranged for delivery the other work day but it didn't happened and got further delayed. The arrangement was dragged across a week and had disrupted my weekend plan to put up the house project. Not only the company/delivery crew are unreliable in keeping promises, the entire process was exhausting with a lot of email exchanges and calls to chase things up.”
Hi Candy
Thanks for taking my call today and discussing with me. I am so disappointed and sorry to read your review. We pride ourselves on customer service and putting things right quickly when there is an issue.
As agreed I have processed a refund for you today and sent an email to confirm.
Once again apologies, and I hope any future orders with us we get a chance to show you our normal fantastic service.
Many thanks, Lauren
“ordered a chrome rail, express postage. Rail was £10.55, postage was £10.85. Order Friday 9/6/23 did not arrive until Tuesday 13/6/23, not what I would call express ? Nothing wrong with the product.”
Hi there
I am sorry to read your were disappointed with the delivery times.
Unfortunately you ordered after out cut off time on Friday and as we are closed over the weekend your order was shipped on Monday for delivery Tuesday. This should have been displayed on our website and in your confirmation email.
The charge for shipping is due to the length of your items and also the fact your order was under £30 - again detailed on our website.
I am glad to hear the products were fine.
Many thanks, Lauren
Hi Edward
The tracking for your delivery shows Royal Mail delivered on 17th May as agreed. I have emailed you a photo of the proof of delivery - I hope this helps.
Please come back to me if you are still having issue.
Many thanks, Lauren
“Dear Customer Service,
I am writing to express my deep dissatisfaction with the recent experience I had with my order from your company. Unfortunately, I encountered several issues that have left me extremely frustrated and disappointed.
To begin with, when I initially received my order, it was incomplete. I promptly notified your customer service team regarding the missing items, hoping for a swift resolution. While I appreciate that the missing items were eventually sent to me, the problem persisted when the replacement product I received was incorrect. Astonishingly, this incorrect product was delivered to me on four separate occasions, despite my numerous phone calls and emails providing clear photographic evidence and links to the correct item that should have been sent.
The level of frustration and inconvenience caused by this ongoing error is truly disheartening. I had expected a more efficient and accurate service from your company, particularly after taking the time to provide detailed information and evidence to rectify the situation.
Regrettably, it appears that the repeated mistakes have exhausted my patience and confidence in your ability to fulfil my order correctly. After the numerous attempts to rectify the issue, I am now informed that you do not have the desired product in stock. This news is particularly disappointing, as it signifies a failure to meet my expectations and deliver the item I originally wanted.
Considering the extensive time and effort invested in resolving this matter, I kindly request a full refund for the order. It is clear that the necessary measures were not taken to ensure the accuracy of the deliveries, and it is only fair that I am compensated for the inconvenience and disappointment caused by this entire ordeal.
I trust that you will promptly address my concerns and arrange the refund accordingly. I sincerely hope that steps will be taken to prevent similar incidents in the future, as it is crucial for a company to uphold its commitments and maintain a high level of customer satisfaction.
I eagerly await your swift response and resolution to this matter.
Yours sincerely,
Unique Luxury Design”
“Really need these items fast so chose Tradefit due to the 24hr delivery promise as stated on the site.
Ordered for next day delivery , Royal mail lost the first parcel........re-order for another 24hr delivery Royal mail lost that aswell.
Lost a long standing client due to this.
Client ordered from another site and got them in 24hrs , made me look stupid to be fair.
Got a "instant" refund which took 5 days.
Was also told they would as an apology write me an email for the client I lost stating what the issue was on there part.
" Guess what happend about that "”
Hi Jon
I have tried to call you again this morning to discuss, I have left my details on your voicemail.
Once again I am so sorry about the failures with Royal Mail, as agreed on the phone I did refund you in full right away, however the banking process can take up to 5 days.
With regards to the email, that was sent to you as agreed on 11/05/23 at 08:52. Please check your spam as it may have ended up there and I am more than happy to provide a copy.
Once again apologies, please come back to me when you can.
Lauren
Customer Service Manager
Hi Ashley
I am so sorry to read your feedback, I was not aware there was a delay as I have had no calls or messages from you.
I have tried to call you today to explain and offer either a replacement order or full refund. Please come back to me when you have a moment and I would be happy to get it sorted for you.
Thanks Lauren
Posted 1 year ago
Hi Ashley
I have not heard back from you, however I have been informed by the courier your parcel was delivered on 2/5 @ 14.35 signed by Elliott.
Please come back to me if there is still an issue.
Many thanks Lauren
“No carriage bolts were supplied with the security hasp which were advertised as being included in the purchase. I made contact and requested the carriage bolts and it was confirmed that I should have received these bolts which would be posted to me. The bolts haven’t been sent ! Very poor service.”
Hi David,
Thank you for making us aware of this. We are so sorry you have had this experience. In regards to your missing carriage bolts, I have placed an order for you today. I am again, very sorry the delay in you receiving your items and the experience you have had.
“Order never got delivered, sent a photo of it in someone else’s porch and said I’d signed for it. I think they need a new delivery firm. Still waiting for refund.”
“The quality of the locks I have received is the worst! There are so many chippings and marks. Would not recommend this store to anyone. I will be emailing for a return.”
Hi there
I have tried to call you to discuss as I have not had any contact or message from you.
I am so sorry to hear you were not 100% satisfied with your items, I would have been more than happy to send a checked replacement or refund you had you contacted me right away.
Please come back to me and I will of course get this sorted for you.
Thanks Lauren
Hi Donna
I am so sorry to read your review and that your handrail was damaged in transit. I know you have spoken with Alysha and she has sorted a refund for you right away.
We work really close with our couriers to ensure goods are appropriately packaged to avoid any damage in transit, however very occasionally this does happen. I am just glad we sorted it quickly for you.
Many thanks, Lauren
“Tried to deliver, no one was home (have a ring doorbell) and saw the driver take our parcel back to his van and it’s been sent back to the seller!!!! But no no one has tried to re deliver or gave us our refund!!”
Hi Mark
As per our messages, I am so sorry your goods were delayed as a result of the recent Royal Mail strikes.
It really is not our usual service and we work very hard to maintain an excellent delivery rate of over 98% but on this occasion we did encounter some delays.
As agreed we are happy to cover the cost of return and to issue a full refund for the goods.
Many thanks, Lauren
“Hi,
The door knobs I’ve ordered and installed 1 has broken and the other two the spring load is so stiff that we cannot open the door to the baby room. Total waste of time I’m afraid.”
Hi Timothy
Oh I am so sorry to hear you have had an issue with these knobs, they have been a very popular item and I have not had this feedback before so I am keen to understand what has happened.
Had you contacted me by message or called I would have been more than happy to investigate for you and get the issue sorted. I have tried to call you this morning to discuss further so please come back to me when you have a chance.
Many thanks, Lauren
“Service was fine, arrived quickly and well packed. Product - roller latches - were awful. A straight to bin item if ever there was one. Total waste of money.”
Hi James
I am really sorry to read your review of the roller latches. I have not had this feedback before about this item and so will certainly look into the stock I have here with my supplier.
I am more than happy to get you some replacements or issue a refund, please come back to me on the message I have sent you.
Thanks Sam
“Ordered 6 packs of window limiters described as being supplied with a key. No key was supplies so product is essentially useless.
I contacted supplier and was advised that a key would be sent (why not a key for each pack?). This has not arrived hence one star review.”
Hello Ian
I have tried to call you to discuss but your mobile in unavailable. I have not received any emails or calls from you.
The tracking shows that Royal Mail did attempt to deliver your parcel twice and no one was home, they were then waiting for an update on when to deliver next and after 14 days have returned the parcel to me. You have been refunded.
Please get in touch when you can and I can of course get this sorted for you,
Many thanks
Lauren
Hi Steve
I tried to give you a call and have sent you a message.
I am so sorry about the slight delay with Royal Mail, this was due to the planned national strikes. I am glad to see your order arrived yesterday. Please contact me if I can help anymore.
Thanks Lauren
Hi,
Thank you for taking the time to leave your comments.
Apologies that there was an issue with your order. I believe that you have also been in contact with Lauren from our support team who has issued a full refund.
We are aware how frustrating it is for our customers when things don't go right so we will review the issue here to try to ensure we get it right moving forward.
Apologies again, Kind Regards
tradefit
“Wrong lock recieved! After fitting an external door for a customer.....i went to fit the lock...I have a bathroom lock which has been sent to me which is no bloody good!!!!! Fuming!!”
Hello AnneMarie
I am so sorry about the mix-up with your order, I can see there was a slight picking issue.
I have tried to call you several times to resolve but I cannot seem to get through, I have also emailed. Please come back to me and I would be more than happy to send a fast-tracked replacement of the correct item or refund you.
Apologies again, thanks
Lauren
