marinesuppliesdirect.co.uk Avis 

Réponse de marinesuppliesdirect.co.uk

17 févr. 2025

Hi Evie, I'm sorry that you did not receive a perfect service from us.

In relation to your delivery time - Royal Mail delivered the parcel at 20.48pm, which is later than we would have expected but having spoken with Royal Mail, their delivery times are much longer now - like Amazon.

Sadly we cannot control these delivery times, as Royal Mail are working longer hours and seven days a week now.

In terms of the delay, we are a small business and do get extremely busy - particularly over weekends, which is when you ordered. I am sorry your fridge was despatched a little later than normal. Usually on standard days we can despatch the next working day, but in your case, you ordered on the Saturday and the item was despatched on the Tuesday.

We do not open Saturdays or Sundays so any orders taken at these times cannot be dealt with until the Monday. I am sorry about that.

With regards to your other comments, you contacted us at 9.20pm on Thursday evening regarding the issue with the fridge via email. We would not have seen this until the next working day as we do not work at that time in the evening I'm afraid.

However, I have checked with my colleague, who has confirmed he has sent you a returns label for the fridge - this was sent on Friday, the day after you contacted us.

I can assure you as a company that has been trading for 40 plus years you were not subject to a scam and I am sorry that you experienced an issue with the product. It does happen on occasion where a product, not manufactured by us will have an issue. In cases like those we are more than happy to resolve the issue during opening hours.

Once we receive the item back we will of course refund you for your purchase and I apologise for any inconvenience you have felt on this occasion.

Thanks

Réponse de marinesuppliesdirect.co.uk

23 déc. 2024

Hi Joanne, I'm sorry that you have had an issue with your order.

When customers order close to Christmas, we do our very best to get that order picked and packed as quickly as we can. It would seem on this occasion the item was despatched quickly - received on the 19th, despatched on the 19th and delivered on the 20th. However, unfortunately, there was a mis-pack you were sent the right jacket but in the wrong size. I am sorry about this.

I have checked our warehouse system, and your ordered was picked and packed and despatched the same day and this is where the error occurred. The same jacket being ordered multiple times, means that sadly, the sizes were mixed up. This does not happen often, but we have hundreds of orders going through our systems every day at the moment, so I am sorry for your upset.

I can absolutely assure you that we do not attempt to try and 'pull a fast one' with customer orders. Otherwise we'd have lots of negative reviews of our service and our products. So it does not serve us to do that. We are a very large company and stock thousands of lines, but our pickers and packers are human and unfortunately on occasion make mistakes, which is most definitely what has happened here.

I have emailed you about this today, as we do actually have the size you want in stock - a stock update was done and we do have one available and I can still try and fix it for you if you can contact us please on our phone number.

We have one more special delivery available, for delivery tomorrow, so I can arrange for the correct jacket to be sent, and then at the same time, collection of the original jacket you were sent in time for Christmas and we would like to try and do that if we can for you.

If this is of use, please do contact us asap and we'll try and fix this for you so you have your gift for Christmas.

Thank you