Bottledandboxed Avis 70

Réponse de Bottledandboxed

18 oct. 2024

Dear William,

First of all our sincere apologies for the delay and any inconvenience caused

Upon investigation with DPD we had found out that the delivery driver had an issue on their run that day 28th and unfortunately could not complete the delivery, this was notified through the tracking service and the delivery was then re-scheduled online to Tuesday 1st October and subsequently delivered at 13.55 on 1st October

As discussed and agreed with yourself we have fully refunded both the carriage costs and the cost for the Balloon which as advised would still be fully inflated upon receipt

We once again offer our sincere apologies for any inconvenience caused by this DPD delay

Kind regards

The Bottled & Boxed Team

Réponse de Bottledandboxed

25 sept. 2024

Dear Mr Hunt,

Following our email communications with you yesterday (24th September excerpts are below) we have fully refunded you, recalled the gift and you have agreed the matter is now closed. I would just like to reiterate that if a courier issue occurs, and sadly sometimes breakdowns etc. do occur, our team are here to help. The time difference due to you being in the US obviously added to your frustration together with you being unable to speak with anyone from DPD. We were informed by DPD of the issue the following morning and established through them that there had been a vehicle breakdown. We too get very frustrated when this happens (as previously stated) as we cannot control the couriers...

We use all major UK couriers and they all have issues such as this at times. Our staff are always available during business hours to speak to on the phone and they will go the extra mile to resolve any issue as fast as possible.

Once again we are sorry your experience with us was not as we would expect and can assure you we work very closely with couriers to improve services. As a small family owned and run company we are not able to hand deliver our gifts.

With very best wishes

Steve King
Managing Director



"Dear Mr Hunt,

May I start by offering my utmost sincere apologies for this missed delivery by the delivery couriers and the obvious frustration and disappointment this has caused to your good-self.

We have spoken with the couriers DPD and our Account Manager first thing this morning and clearly voiced our major disappointment regarding this delivery failure and the upset it has caused. We have been advised that the driver had suffered a vehicle breakdown and had tried to get this resolved. He was trying to continue his deliveries but without success. We have stressed that this should have shown on the tracking history notes as this would have clarified the reason for the delay. This sort of delay is unfortunately outside of anyone's control, however we feel that had they clearly shown the correct reason it would at least have made all parties aware. Again my sincere apologies for this on behalf of the courier company.

To address your e-mails into our office. We close at 5.00pm GMT so we were not made aware of the problem until first thing this morning, so once again my sincere apologies as the time difference has not aided the situation and obviously added to your frustrations. As a small family owned and run business we pride ourselves on our service levels. We do everything in our power to ensure the safe and timely delivery of each and every gift we send and have done for the last 25 years. Of course things can go wrong with deliveries and again we pride ourselves on constantly working with our couriers to improve things and of keeping our customers informed as soon as we are aware of an issue. We also get frustrated when things go wrong as it is out of our hands.

I would like to call you today (your morning time) to discuss this matter before we post our reply onto Google. We are also happy to have the package Stopped and returned to us as requested by you and we have immediately fully refunded your order as per your e-mail request to Paypal, copied to our Team.

We of course totally understand and appreciate your frustration and disappointment to have missed your friends special occasion which we can see from the many e-mails you sent overnight whilst our offices were closed . Our small team are here to help in an imperfect world. They do a fantastic job and really go the extra mile for our clients.

Yours sincerely
Steve King"

Réponse de Bottledandboxed

16 mai 2022

Hi Paul,

Thank you for your comment on Trustpilot and I offer our apologies for not replying sooner, we do not use trustpilot and were therefore unaware of your review. We pride ourselves on our service and as a small business aim to communicate well with our customers, particularly if an issue arises as can sometimes happen regarding delivery.
After looking into the event, due to the contents of the order 2 boxes was the best way to ship. This is generally to ensure contents travel without breakage.

Unfortunately, due to the very busy Christmas period it seems only 1 box was delivered on 23rd as per picture taken. The couriers did not inform us of this. Our own internal process means we check to make sure delivery has taken place and as 1 box had been delivered the missing box was not highlighted. We were only made aware of this when the 2nd box was returned to us on 11th January saying it was refused as “not known at the address”.

We immediately emailed you on 11th January 15:45, explaining the return and, we could reship however, there would be a re-delivery charge of £7.99, you kindly responded the following day, 12th at 10.36 asking us to organise shipment to your address, providing your payment card details for the re-delivery charge. I replied to you an hour later, explaining there was only 1 parcel returned and that I would organise shipment to your address and, confirmed we would re-charge the card, originally used for payment for the £7.99.

Tracking notification was provided on 12th later that day at 15:31 and the box was delivered on 13th January at 09.43.
We are sorry the courier caused this issue and that we did not become aware of it until the second parcel was returned. With further reflection regarding this we should not have charged you for the redelivery and should have taken this up with the courier. Please accept our apologies for this and our assurances that we have added further checks to ensure this does not happen again in the future. We have also refunded the additional fee charged.

Kind Regards

Steve King
Managing Director