Rock Unique Ltd Avis 

Réponse de Rock Unique Ltd

Actualisé le 28 sept. 2021

We are always pleased to receive feedback, even when the feedback is negative.

I have investigated your transaction and there are copious notes on our side. I see that you ordered materials on the 11th of September and paid a deposit. We sent you an email with a link for payment of the balance and I note that you then called to reduce the quantity of your order and we then sent a new email out to you with the adjusted balance to pay.

Payment of the balance wasn’t received so we followed up and left you messages. After several days, on the 17th, you finally called us to enquire why your order hadn’t been delivered.

As I understand it you were very upset because you expected us to deliver before you had paid in full. In the same call you decided to reduce your order even more and we sent out a third payment email which you then paid.

We rescheduled delivery for first available slot on the 20th. My staff, in the yard, who by this time had picked and re-picked your order mixed up the picking sheets with your name on it and the order was sent out missing one pallet. Once the shortfall was spotted, we sent out a van with the order as soon as we could rather than have you wait for a truck to be available.

It takes time and effort on our side to pick orders and when they are adjusted repeatedly the order has to be unpacked and repicked. This is particularly confusing when time becomes short and errors can sometimes be made. However in your case you received all of your order on the first day that you could have received it following your last minute adjustments and your delay in paying.

Whilst naturally I would prefer that things went smoothly all the time it is good for me to see that when we have an unusually problematic order and we make a mistake (which I will make sure doesn’t repeat) we recover well without any serious inconvenience to our customer.

I can see no reason that justifies a single star review on this occasion. To the contrary, my staff managed well despite an error which they did not allow to affect you.
Please understand that their alternative, when they could not reach you, was to cancel your transaction, refund your deposit, and return your order to stock. This could have resulted in considerable delays for you. Supplies are generally very limited at the moment, we have since ran out of the product you ordered.

Réponse de Rock Unique Ltd

Actualisé le 24 août 2021

Hi Lisa,

Thank you for your feedback. I have now investigated your complaint. The stock on hand in our database was not reflective of the stock we physically had. This is a rare instance and we are sorry that this affected your project. As soon as we became aware, we phoned you, as we knew that your husband was planning to travel to us to collect the order the following day. In this phone call, we tried our best to rectify the problem by offering you a very similar product that we did have in stock and we also informed you of the lead time for the product that you had originally wanted. Unfortunately, you did not choose any of the solutions we proposed, so we refunded your payment back to you.

At the time of placing the order, we informed you that the collection time for a weekday order is between 09:00am and 4:00pm. These have been our hours for the past ten years and meet the needs of our customers.

In summary, on realisation we could not fulfil your order, we contacted you on the same day and ran through your options. You were aware that we could not supply you with the goods, therefore, your husbands time was not wasted.

Equally, your complaint mentions a delivery charge, which I cannot comment on as you did not pay for a delivery charge with your order.

Rey is a great team member, who is highly valued and is very popular with our customers. We are sorry that he was not able to help you on this occasion.

I hope that we can help you in the near future.

Kind regards,

Ross Mead
Marketing Manager