Hi Maurice
I am so sorry to read there is an issue with your order, I cannot see any call or email from you to chase.
I have tried to call you today but the number you have on your account is incorrect, I have sent you an email and so please come back to me and I can of course help and get this sorted ASAP.
Thanks Lauren
Hi Lloyd
I am really sorry to read your review, I cannot see any other communication from you of course we would be happy to send a free replacement or issue a refund.
Please come back to me when you have a moment.
Thanks Lauren
Hi James
I am so sorry to read there is an issue with your order, I cannot see any call or email from you to chase.
I have tried to call you today but the number you have on your account is incorrect, I have sent you an email and so please come back to me and I can of course help and get this sorted ASAP.
Thanks Lauren
Hi Mark
I am so sorry to read there is an issue with your order, I cannot see any call or email from you to chase.
I have tried to call you today but the number you have on your account is incorrect, I have sent you an email and so please come back to me and I can of course help and get this sorted ASAP.
Thanks Lauren
“Ordered it 13 days ago and still didn’t get the delivery , have no idea where it is. Have a shop full of stock ready to open but need this poles to be able to open it . Loosing money daily because of this.”
Hi Andre
I am so sorry about the delay in your order arriving. I have tried to contact you to explain what the delay was however I can see your parcel has now been delivered.
From the tracking it shows unfortunately your parcel was mis-routed by our courier which resulted in a couple of extra days delivery time. I know this is not ideal when you are waiting for goods but I must say it is most unusual with our couriers, they have a fantastic service rate.
I am so sorry on this occasion you were let down. I hope in future you get to experience our normal speedy delivery.
Thanks Lauren
Hi Daniel
I am so sorry to read your review, our records show we have had no calls or messages from you.
The tracking indicates that your order was delivered on 20th March to the address provided the date after you placed your order. If you still require help please come back to me and we will of course assist you.
Thanks Lauren
Hi Merv
I am so sorry about that, as you know from your previous orders that is not our normal standard of delivery.
Like explained there has been an unforeseen delay with our shipment due to a diversion around the red sea, unfortunately this has delayed some of our products longer than we stated which is why we contacted you immediately to let you know.
We do have some alternatives we can offer you instead, do come back to us if they are suitable for you.
Thanks Lauren
Hi Victoria
I am so sorry to read your review.
I know we spoke on the phone about this and again I am so sorry there was an issue with your delivery on this occasion.
I wanted to reassure you that we constantly monitor our courier performance to make improvements. Our current delivery success rate is over 98% however I know on this occasion we let you down.
I hope in future you will order again and get a chance to experience our normal exceptional service.
Thanks Lauren
Hi David
I am so sorry to hear there was an issue with your order - I can of course get this sorted for you if I can take some more information.
I have tried to call you today and left a message with my details for you to call back when you get a moment.
Thanks Lauren
Hi Malcolm
I have tried to call you and left a voicemail with my details.
I have looked into your order and can see only 1 item was ordered with us, which is showing as delivered the day after you ordered as promised.
I cannot see any email or call from you to tell us there was an issue and so apologies if you were waiting on someone coming back to you. Please come back to me when you can and I would be more than happy to sort out for you.
Thanks Lauren
“My order was left in my garden for 3 days without me knowing. There was no communication that it had been delivered i had a few boxes of rubbish in my front garden and it was left with that so I did not notice it. They could have left an email to say its delivered and where it had been left or a text message or even a card posted through my letterbox. The door closures were wet from the rain”
Hi Semina
I am really sorry to read your review and hear your parcel was left in the rain.
I have tried to call you today and explain, I have left a voicemail with my details if you want to come back to me when you have a moment.
I wanted to check the email we had on your account was correct, as here we did send details of a 2 hour window for delivery. As well as the tracking email that stated when and where your parcel was delivered. There was a photo attached from the courier.
We try and keep customers informed as much as possible of when their deliveries will take place and so the tracking is also provided as soon as the parcel ships from us.
I hope this helps,
thanks Lauren
Hi Neville
Apologies again for the delay with your order, I am aware you have spoken with one of our team and they sent a replacement item within 24 hours.
So sorry again about the initial error with the courier but glad we got it sorted quickly for you.
Thanks Lauren
Hi George
I am so sorry to read your review, thank you for taking my call today so we could get it resolved for you.
I am glad to hear you have now found the returns label and you can send back the items so that we can fully investigate and provide a full refund.
Thanks Lauren
“Ordered two brass number ones for door of house to make number eleven, they sent two different styles of the number, so I emailed and explained, very quick to send another to match one of them, but unfortunately it wasn’t the original style I’d chosen in their advertisement.”
Hi Julia
Oh what a pain I am so sorry about that - it seems we had to change the supplier mid way through your ordering and so that is why there was a difference.
I am glad to hear customer service resolved it quickly for you, however if you wish to return them for a refund please get in touch and we can of course sort this for you.
Thanks Lauren
Hi Lee
I am so sorry to read there has been an issue, thanks for reaching out so we can of course get it sorted for you.
I can see from the messages my colleague has responded right away and asked if you would like some checked replacements or a refund. Please come back to us so we can get it sorted quickly for you.
Thanks Lauren
Hi Stephen
I am so sorry the courier failed to deliver your first parcel. I can see once you contacted us our team acted fast and sent you a replacement order which was delivered the next day.
I have called today and left a voicemail with my details to check everything is now resolved. Please come back to me when you get a chance.
Thanks Lauren
“I ordered some handles on the Monday morning as it said next day delivery and the work man was coming on Wednesday, the handles sis not arrive until Sunday! So I had to pay for the work man to come out again! I wouldn’t use them again.”
Hi Gareth
I am really sorry to read your review.
I can see from the messages with the team that you have received the correct products, however the supplier had slightly changed the design of the latch since your last order. The photos on our website were correct but I can understand why there would be some confusion.
You are welcome to return any unwanted items for a refund as agreed.
Many thanks, Lauren
