I've shopped at Palmers for many years and their staff are always so friendly, knowledge and friendly.
When you are looking for that something special or need some expert guidance I always use Palmers as it makes my buying process so much easier and enjoyable.
I ordered a stockpot and a slow cooker from Palmers (Great Yarmouth) in the first half of Decmber last year. They arrived in great packing in a reasonable period of time.
However, the stockpot had a significant dent in it and the lid of the slow cooker had an extremely poor fit on the main bowl. Where was the quality control?! We were happy with the models we’d chosen so we returned both items and requested replacements.
The refund of the return postage was handled in a timely manner, and replacements duely arrived.
Unfortunately, although the replacement slow cooker was fine this second stockpot also had a large dent in it. I was extremely annoyed as I had spokent to Palmers and specifically asked them to make sure that this didn’t happen.
At this point I wasn’t prepared to accept any further attempts by Palmers to supply me with a stockpot so I returned the second stockpot and requested a refund.
Their courier collected the item (so no further postage charges were needed to be reclaimed by myself), but it took a lot of phone calls (wasting both mine and their time) to chase them before I finally received a cheque covering the stockpot refund.
This was all very simple stuff, yet they failed on multiple occasions with respect to quality control of the products they were supplying and simple business administration – and it took nearly 2 months (until the end of February) for my refund cheque to arrive.
At the end of the day, they must have lost money on my purchase:
£65.79 original total cost for stockpot and slow cooker
minus £31.10 postage refund, plus the cost of the courier collecting the second stockpot (say £10).
Minus £36.99 stockpot refund
So I estimate the net cost to Palmers of supplying me with one slow cooker at £12.30.
Surely this is not good business?!
It's a pleasure buying from Palmers dept stores. I ordered a couple of pillow cases, the prices were the best I could find online. They ship items immediately, Plus, bless them, they had sent me several money off vouchers to use next time. Which is exactly what I did. Items arrive sealed and intact.
Emma Sturrock and Katy who handled my order were very polite and efficient.
It was a pleasure dealing with Palmers and I will definitly recommend their products to all to wish to buy online products .
Their customer care is fantastic ,Thankyou Emma & Katie for all your help and guidance.
I have been building up a new stock of Stellar saucepans piece by piece from Palmers. Their prices are the cheapest I have found on the internet or on the high street, made cheaper by free next-day delivery with a £30+ spend, and 10% discount voucher for my next order each time I've made a purchase. The next-day delivery really is next day, and comes with tracking and advice, on the day, of the 1-hour delivery slot when your parcel will arrive, so you don't have to wait in all day. Always excellent packaging as well - I cannot rate Palmers highly enough.
To reply as a company, please log in to your business account.