Pro PlatesAvis 

Réponse de Pro Plates

Actualisé le 16 mars 2022

Hi Chris,

*UPDATE - MD has contacted you to resolve the issue as we have not yet received an email from yourself. Please check and respond so we can arrange the return for you.*

Sorry to hear you have not had a response.

However, we cannot see any enquiries from your email address on our system and are up to date: we are now responding to messages within a couple of working hours.

Please can you ensure you are sending the enquiry to the correct email:
Info@proplatesfitness.co.uk

I must also reassure you that we will have the issue resolved for you as soon as possible once we have received your email to the address given above.

We always ask for fair and accurate reviews and so once the issue has been resolved for you, we would appreciate it if you could review or remove the feedback provided in this review to reflect the service more fairly.

We apologise for any cause for concern and thank you for your understanding.

Pro Plates Fitness

Réponse de Pro Plates

14 mars 2022

Hi Tommy,

We have looked into this for you and can see your order was placed on March 7th at 5:34pm.

Despite our lead time being 5-10 working days for bare metal products, we had the item in stock and so completed and shipped the order on the 10th march 12:49pm (less than 3 working days after you had ordered). We also sent you a shipping confirmation email along with full tracking information at this same time to the email provided upon placing the order: these are automated emails which are sent to all customers upon the completion of orders as standard. Please check your spam/junk folders for this email as it may be filtered out.

Your order is due to be delivered today (Monday 14th March) by UPS which is a 1-2 working day delivery service meaning you will receive your order less than 5 full working days after you had placed your order with us.

Trust Pilot automatically invite customers to leave a review after the order has been placed to bare this in mind when receiving customer service and the order. This helps increase the validity and detail of reviews.

Once you have received the item, it would be most appreciated if you could update this review to reflect the service and product received. 1* star reviews can tarnish a brand's reputation tremendously and find this one quite unfair given the reasons above; we kindly ask for all reviews to accurately reflect the shopping experience.

We hope this helps ease your concerns and we look forward to reading your updated review once the item has been received and used in your next workout.

Many thanks,
Pro Plates Fitness

Réponse de Pro Plates

Actualisé le 18 févr. 2022

Hi Kirsty,

We are sorry to hear you are not pleased with the service provided.

We have investigated the issues thoroughly and can see each had been handled with care and efficiency. We also wish we could upload images on here as the baby pink, paisley print plates you had ordered, looked amazing!

Your order was shipped on the 2nd of February, at which point, our automated shipping confirmation email, including all tracking info and instructions, was sent to your email.

This email advises all customers that we use a pallet courier due to the size and weight of the items we sell - your order was over 120kg so this is not possible to ship via a small package courier. The tracking link (Track My Pallet - Palletforce) also takes you to Pallet Force’s website which would then inform you that your order is being shipped on a pallet (if this info had been overlooked until this point).

It is also advised in our terms and conditions (which you had agreed to upon placing your order), that if you do not wish for the items to be shipped on a pallet, you should let us know with 48 hours of ordering so that we can explore alternate shipping methods, such as splitting up the delivery where possible. However, it would then become the customer’s responsibility to pay for any extra costs this may involve.

Regarding tracking issues, our Office Manager, Aleisha, got back to your initial enquiry (which informed us that you were having problems tracking the shipment). She informed you of the tracking details and advised you that the tracking will not load until the order has been scanned by the depot, which may be why you had not been able to retrieve this info. She also confirmed when you should expect to receive your order, to which you replied stating that you needed to rearrange this date.

She called the courier and arranged this for you and confirmed all details with you once she was back in the office.

We have further checked over all correspondence between yourself and Aleisha due to the issues you have stated in your review.

We can see this was a rather complex chain of emails with multiple enquiries from yourself being sent in such a short period of time. These included: you advising us of your availability, changing this several times to contradict previous emails, and, even requesting to change the delivery address in the middle of the shipment’s journey to you. These are some of the reasons for the delay during transit time.
Aleisha had also informed you of a delay the courier experienced due to one of their depots leaving the network. This, unfortunately, is out of our control – and is even out of the courier’s control too. However, we apologised for this and informed you that there would not be any of the standard re-delivery or re-route fees applied due to this issue they experienced.

You then advised Aleisha you were unwell/had many hospital appointments and needed to change the delivery date and address. Aleisha contacted the courier to arrange this for you and responded to you to confirm the address change: she even sent you "get well soon" wishes.

Regarding the reported issue with your order: We advise all customers to contact us within 24 hours of receiving the equipment should there be any issues. This is to ensure we can resolve any issues as soon as possible for our customers to reduce any inconvenience for them and to highlight issues caused during transit. You received your order on the 10th of February, after it was in transit for 8 days due to the changes you had made. You reported an issue with your order today (18th Feb), to which Aleisha advised she had checked the quality assurance documents and goods out images (which we document and keep for all orders), and had confirmed that there were no signs of damage on the plates, nor were there any notes from our QA manager specifying any issues with the order - all had been signed off without any issues. Despite the fact that the issue was not reported until 8 days after receiving the delivery, Aleisha still proceeded to ask you to send over images to demonstrate the issue so that she would be able to review the images and help to resolve the issue for you as soon as possible.

In response to this polite and helpful message – and the same advisor who had been extremely helpful throughout your order, you responded in an extremely rude manner; swearing at Aleisha and being very disrespectful, to which we do not condone or tolerate.

Whilst we are sorry to hear you are not happy with your products or service - and sincerely apologise for any inconvenience caused, we feel this review is extremely unfair. The issue reported would have been resolved had you sent over images of your plates as requested, at which point we would have looked at arranging returns, replacements or reimbursements.

Once again, we are sorry to hear you are not pleased with your order – we strongly believe we had done all we could to assist you throughout.

Regards,
Pro Plates