CoolBlades reviews

As a business which prides itself on customer service, we're deeply saddened to read about your disappointment with your order. The root of this issue seems to be a misunderstanding over how our website calculates VAT.

As a trade-only website, all our prices are quoted without VAT which is only added in the checkout if applicable. This is stated clearly beside every product price and again in the foot of every page. We're well aware that Malta is not in the EU VAT territory and our website automatically knows not to add VAT to Maltese orders. There should therefore have been no need for you to call. However, we're sorry that this was not clear to you and we will certainly look at our VAT messaging to see if we can improve it.

Unfortunately, when you called us you were unwilling to accept our operator's explanation that, since you had not been charged VAT there was none to remove. Regrettably you lost your temper with our operator who then tried to transfer you to our Sales Director for further explanation. It was at this point that the call was dropped, but it was not ended by anyone on our end.

For the sake of clarity, our customers are important to us and we never cut off a customer's call.

We're also sorry that it took so long to process your order, but you will appreciate that we can't send an order out until we have taken payment. Our typical processing time for an order placed on a weekday is less than 24 hours and this would have been the case with your order if you had paid for it online in the usual way.

Unfortunately, you chose to save your order without paying so you could call us about the perceived VAT issue. This meant that your order was queued until you eventually provided us with your payment details. Once we had those, your order was processed in the usual way and you should now have received it.

We send out hundreds of orders a day and aim to delight our customers with every single one. We're very sorry that this was not the case with yours.