I ordered 4 mugs, all of them were in stock according to the website. After a few days I received an email saying one of the mugs was out of stock and asked me to choose an alternative, which I did. After another 6 days the order arrived, but with a completely different replacement to the one I'd requested. I emailed the customer service team to request to change, but have received no response. The other 3 mugs were fine, but delivery took a long time in comparison to other online shopping.
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Dear Emma, Thank you very much for your feed back.
Just to say, that I did respond to your emails and when we got the photograph from you to identify the incorrect mug replacement, we refunded you for this mug and then as a gesture of goodwill offered the mug for free, which you excepted. Admittedley, the guys did pick the wrong replacement mug from stock, but this was just human error as the mug requested was a similar design.
I always send an email out to advise of any stock or order errors and try and react as quickly as possible.
The delivery did take longer normal as we had to wait for a response from you to what we should do, but as soon as we had a reply, the order was despatched as soon as possible.
I’m glad you liked the mugs and that you were happy to accept the replacement mug free of charge.