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Réponse de Rockmerch

3 janv. 2021

Your item is due to be returned to us early next week as you failed to collect the item from the royal mail after you were carded.

It is our choice what delivery method we use, if we choose not to send recorded that is a commercial decision for us to make, we do not advertise tracked delivery. The contract is between ourselves and the royal mail.

If you had read the email sent containing the voucher it advised you to email a specific address not reply to the email itself as it is not monitored.

We had the nerve to send every customer a £5 gift voucher with no minimum spend as a token of our appreciation. We apologise for upsetting you by giving you a gift at Christmas time.

You will be refunded on monday when the business re-opens,

Réponse de Rockmerch

30 déc. 2020

Your order has been refunded today after the return of your item after collection was not arranged with the royal mail after delivery was attempted. The poster was in a large tube for protection. As you will be aware the royal mail do not even investigate missing items until 14 working days after postage have expired. At the point of your email on the 5th of December this date had not been reached which is why it would have been viewed as low priority.

We do not advertise or imply tracking information is available to the customer. We utilise the standard royal mail first class post service. The contract for delivery is between ourselves and the royal mail not our customers.

We did shut down for the Christmas holidays on the 23rd December i do apologise if this was inconvenient to you.

We did send all customers who registered for marketing emails an email containing a £5 voucher with no minimum spend required as a Christmas gift, advice regarding returns and items delayed due to the busy Christmas period. This email has been well received with no other complaints about the Christmas gift enclosed.

Unfortunately during the busiest trading period in the middle of a pandemic emails do get missed, as well parcels getting delayed or lost this is not part of a complex plot to retain your funds. Common sense regarding the situation the world is in currently dictates items will become lost delayed or not collected.

We have acted entirely within the terms and conditions you agreed to at the point of order prior to payment.

Réponse de Rockmerch

Actualisé le 29 déc. 2020

Hi Carol

We would prefer to conduct your support over private email but you have so far opted not to contact us and seem to prefer to do get support via this method.

1. When you purchased you opted to log out as a guest rather than register for a permanent account, a permanent account allow us to send mass information to our thousands of customers.
2. Your put the house number with no street name !!! this will not speed up delivery if the item arrives at all. A copy of your invoice confirming this information has been sent to your email address.
3. We have never said you didn't include your email address.

We are replying so customers can make there own mind up whether your review is accurate or whether errors you made have contributed to the late delivery of your item which was despatched in good time.

I note your comment regarding other people on trust pilot with negative comments the majority are expecting services we don't offer then complaining we don't provide them like yourself.

Thank you for your review on trust pilot regarding what I can only imagine is regarding Realtime delivery updates like Amazon provide, unfortunately we don't advertise, imply or offer any form of guaranteed delivery service or real time tracking.

All orders are sent via the royal mail first class service.

You also missed the street name from the address you provided at the point of purchase which would definitely not enhance the speed of delivery during these busy times.

If you had opted to create an account when checking out, you would have received an email on the 23rd December with a £5 gift voucher, a guide to returns and advice regarding overdue parcels accurate to the 23rd December, this email was resent on the 28th in case it was missed over the holiday period.

If you had contacted us we could have communicated with you promptly.

If you still have concerns regarding the delivery of your item please contact us at sales@rockmerch.co.uk

Réponse de Rockmerch

29 déc. 2020

Mr Clegg

Thank you for your review on trust pilot regarding communication or lack of by ourselves. To date we have had no communication from you to discuss your purchase.

As you may recall on the day you placed your order at the top of every page of the website we stated that orders placed after 12noon on the 15th were highly unlikely to arrive in time due to difficulties in staff absences and mail volume for the royal mail.

If you had opted to create an account when checking out, you would have received an email on the 23rd December with a £5 gift voucher, a guide to returns and advice regarding overdue parcels accurate to the 3rd December, this email was resent on the 28th.

If you had contacted us we could have communicated with you upon the re-opening of our business on the 29th after the Christmas bank holiday.

If you still have concerns regarding the delivery of your item please contact us at sales@rockmerch.co.uk

Réponse de Rockmerch

28 déc. 2020

I am sorry we do not offer or imply a guaranteed delivery service all dates are estimates due to it being the busiest time of year and the royal mail have been struggling since the end of november to deliver parcels on time. This is covered in the delivery FAQ on the website.

We also stopped all advertising at 12noon on the 15th to try and ensure we didn't take orders that didnt have a realistic chance of arriving before christmas.

The royal mail are our preferred delivery partner as early as the 10th of December this was on the bbc news website and national news.

I fully appreciate everyone wants items right now, if we thought chastising the royal mail would help we would do it but unfortunately they can't help that they have thousands of staff ill or isolating with covid19 or that everyone is sensibly shopping online where possible avoiding the risk of infection causing a huge increase in parcels being handled.