Quote:
Originally Posted by lyron
am very glad to hear somebody has had good service i am probably being an old grump ,but this old grump would still like to get the goods i ordred 3weeks ago, mike has been very good trying to sort the problem out so we now have a bit more confidence,after all these thing's do happen.hoping to see the good's soon
lynda & ron.
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Hello Lynda and ron,
I am very sorry that you have had this problem as you know, as I have replied to all of your messages recently. As you know I personally am off work this week and until 6th January so I am not able to help you myself as I simply am not there.
As you know the problem you have had is due to the Royal Mail and as I told you last Friday recorded delivery items are not guaranteed delivery times, and we have to wait for 15 days before the Royal Mail consider the parcel as lost. I have given you the tracking number and you could see the item was posted when we told you it would be (once it had arrived from Sweden, of which you were fully aware). I did explain to you last week that on the 15th day the item is missing you can have a full refund from us, but in case the item turns up to you between then and now we could not give you a refund at that point. We can not give refund for items that we have not had back, though once we can start a Royal Mail claim we can give you a refund.
I said to you then that we would have to reorder the item from Sweden as that tool is not stocked in the UK (as you were aware when you placed the original order). This would mean we would still struggle to get it to you before Christmas (we have no control over the fact couriers are not delivering as quickly as they would usually).
I do not know what I can add to what I have already told you, we can only offer our sincere appologies as its very rare for the Royal Mail to have problems, but due to factors completely out of our control the item we posted with the post ofice (1st class recorded delivery)has not arrived to you and is simly showing on screen that it is somewhere bewtten us and you.
I do not have the info to hand right now but I believe the 15th day after posting was today. I have offered you a full refund and we will claim the lost item from the Royal Mail but can not make the order we posted around 2 weeks ago turn up to you any quicker, its completely out of our control as you can fully understand.
If you can not wait (and I appreciate you can not) please call us as discussed previously for a full refund for your order.
As I said above I am currently off work so will not be on here that often until my return (currently taking a short break from trying to get our kitchen fitted before christmas, but the crazy weather has completly messed that up, so we have a building site for a kitchen right now! Fiancee is not happy but thats another story!)
To you and to everyone else, may you all have a great Christmas and a Happy New Year for 2011!
Simon