“i am a pensioner in my 70"s and when I bought the Hozelock coiled hose from you, I hadn't realised the impossibility of fitting the two fixings onto the hose. i warmed the hose end in hot water but still unable to push them on, so I had a hose which i was not able to use. i phoned the customer help line, explained about my age , some arthritis in my hands and my frustration at having bought something from you which I am unable to use. I asked if I could have a pre-paid label to enable me to return it to you without the expense of another six pound postage.
The person I spoke to said that it was not your policy to provide the pre-paid label and directed me to contact
Hozelock for help ! So I am not impressed with the service I received from you
From.. Mrs G. House AL3 4BJ”
I am sorry to hear that you found the service you received to be below our usual high standards. I have spoken to the member of staff involved who explained what happened.
It is correct that we do not provide pre-paid postage labels for ALL returns, however we do arrange for free collection of any faulty products. I think what the member of staff was trying to establish was whether the item was faulty or you were simply unhappy with it.
We have found that Hozelock's customer service team are excellent at diagnosing any issues and sending out replacement parts immediately if any problems are found. They would have been able to tell you straight away if the issues you were experiencing were normal, or whether there was an issue which then would have been resolved by us, or them.
We like to make sure our customers are happy, so I am disappointed that we have let you down on this occasion. I am going to be in contact shortly to sort this out for you.
Kind Regards
James Allen
Director
“Very good value for the product I purchased (paint), made the effort to tape the top of the tins just in case. Was a good idea as they were delivered upside down”
“The items I ordered were sent straight away, I wasn't in to sign for them so they emailed me asking when I would like them delivered and if I would like to change the delivery address. After responding I then received them the next day. They sorted everything for me. Excellent customer service and good value for money. Thank you very much.”
“Sorry i can not review the product as have not had chance to use it yet,but quite willing to review the firm i dealt with as they were excellent in every way and i will definitely be using them again.
KEEP UP THE GOOD WORK WIGLEY”
“Overall brilliance. Great price, and service. Maybe the only constructive criticism would be to suggest an alternative cheaper but obviously slower delivery option, rather than next day delivery only.”
“Very pleased with the no nonsense & quick delivery of my order. As no one was in, the order was delivered as requested to a pre-arranged location. Definitely recommend this company.”
