The Country Catalogue Avis 1 166

Réponse de The Country Catalogue

24 avr. 2024

This has been replied to privately as client is threatening legal action over £35! Client did not read returns policy and did not send by tracked mail and then complained that we couldn't find it - this was not of our making and when it was received we immediately advised. Examples of contact-On 11th April we wrote "Thanks for now supplying the postage receipt. We will try and trace to see where the goods are as we haven’t recorded anything being returned as yet". Shortly later we received this "Well they were returned please action..."

Réponse de The Country Catalogue

16 avr. 2024

The issue with Trustpilot 1 star reviews is that customers seldom tell the full story. The issue is not that we cant locate in the warehouse, it is more that they haven't arrived with us despite checking and visiting the sorting office to see if we can help. To clarify, this is the full email sent to this customer. As you can see the rating is very "selective in content" and makes no reference to not sending an expensive pair of boots back using tracked delivery (would anyone send £90 in cash without recording it?). We believe that the team response was helpful, informative and with a clear attempt to ensure the customer was not out of pocket. Is the 1 star review therefore justified? But then this customer has written 3 reviews of which 2 have been 1 star.

"Good Morning

Thanks for your mail and, of course, we are sorry you are disappointed with our service. We have operated with short staff recently as our MD has been forced to take time away from work.

As per our email last week we are trying to help in the best way we can and so it is a shame to see your threat to report us to your credit card company when your real dispute is with Royal Mail.

We must, due to your threat, refer you to our returns policy below which you would be obliged to send to your credit card provider if you chose to make a claim. Regardless, we will continue to try and help if we can and locate your missing boots as we don’t want you to be out of pocket no more than we do.

RETURNS AND EXCHANGES
Naturally, we hope that you are delighted with your purchase; however, we appreciate that some items may need exchanging for a different size or colour. Some may just not be to your taste and in rare cases products may arrive damaged or be faulty.
Our return warehouse address is Naunton Farm, Birch Green, Severn Stoke, Worcestershire WR8 9DL
We offer a 21-day return (from date of delivery) and exchange facility. If you plan to return an order it is often worth calling us to discuss if we can help with an alternate size or style--we often can.
There is a picking note within your delivery. Please use this if you wish to return anything-just write your instruction and include in your package. It will help us to speed up any refunds or replacements. We do not pay return postage as this helps us keep our sales prices as low as possible.
Any goods damaged or unsuitable for refund (This will include damage to shoe/boot boxes that aren't outer wrapped) will be advised and discussed with you.
Exchanges are possible if goods are unworn, unused, and returned in original packaging with inner packaging intact and clearly no damage to the product or packaging. This includes having the original tags still attached. Sorry, but we cannot refund or exchange in ear protectors for hygiene reasons or other products which may have been in direct contact with the body such as socks or swimwear for example. In order that we can issue a full refund, goods should be returned in an unworn/unused condition, complete with tags attached and in the original packaging.
You may wish to send goods by Recorded or Tracked Delivery as we are not liable for returned items lost in transit. Costs incurred when returning goods are not refundable unless goods were damaged or faulty. We strongly advise not to use EVRI as they seem incapable of finding us!
We can only refund to the card or payment method used for the purchase. We aim to issue all refunds within 14 Working Days; however, some banks can take an additional 2 to 3 days to process to your account.
To allow for Christmas gifts, all orders placed between 1st Nov and 24th Dec can be returned or exchanged up to 31st January."

Réponse de The Country Catalogue

16 mars 2024

Thanks for the review and we are extremely disappointed that Royal Mail have charged extra. For clarity you placed an order on 5/3 at 0053hrs. We dispatched on 6/3 using a Royal Mail Track 24 serviced which should have meant delivery the next day. We paid £3.99 of the service for a product weighing just 130gms. We will take this awful service up with Royal Mail. Would you kindly send us the receipt for the extra mail you have paid to countrycatalogue@outlook.com and we will refund you. We obviously wish you would have advised us first of the issue rather than on Trustpilot!