“This isn't feedback about the product as I've not received it yet, but feedback about your processes as I had to chase you to find out why it hasn't arrived 2 weeks after order (and will be almost a month by the time you're now saying it will be here) rather than you proactively contacting me and then you've sent this feedback request when the product hasn't been delivered so again your process needs changing to ensure it's only sent after delivery,”
Hi Kelly, thank you for your feedback, and we’re really sorry for the delay and for the frustration this has caused. You’re absolutely right - we should have communicated with you proactively, and we apologise that you had to chase for an update.
We also appreciate you highlighting the timing of our review emails, and this is something we’re actively reviewing to make sure they’re sent at the appropriate point in the delivery journey.
Thank you again for your patience, and we hope your order will be with you very soon. If there’s anything further we can help with in the meantime, please don’t hesitate to contact us.
