postage high, dispatch slow, confusing emails but happy with mugs
I thought the postage was high but continued with the purchase as I wanted the mugs. A few days later, I got an email telling me I hadn't completed a purchase and it quoted a different order number to mine. I tried to query it but just got an equally confusing response. I asked for confirmation that my mugs had been sent but that email wasn't answered. After about four days, I got an email telling me that my purchase had been sent but it was still expected to take 4 business days to be delivered. I think 4 days for a £6.99 postage charge is pretty steep. Had the mugs have been sent the day after I placed my order, I would have been more accepting of the cost. So with high postage, slow dispatch and confusing emails, I can't rate it any higher than a 3. It's a low 3 at that.
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Dear Kim, Many thanks for your feedback; it’s much appreciated Just to clarify, you placed two orders with us one, which you completed, and one, which you abandoned. I followed up with an email on the abandoned cart you had to see if there was an issue with the purchase and why you had not completed this order. Our system records any transaction or orders that has not been completed so we can follow up. As you placed your order on a Sunday, the earliest opportunity I had to do this was on the following Monday. Until I had clarification on just what you required it seemed a little hasty to send the order/s out until we knew what you exactly what you wanted. As soon as you clarified out of the two order numbers which you wanted, we sent your mugs by a recorded delivery trackable service by Parcelforce to make sure you could track and trace at all times- this is a service that not all online Companies use and as such does cost a little more but provides us both with security in the fact your order had been sent and at what stage of delivery its at. Its also true that since 1st of April, Royal Mail (which Parcelforce is part off) charges have gone up quite considerably and that these cost are now, for the first time subject to a VAT element introduced by the Goverment, we try to counter this by offering a big a discount on the mugs as possible. When you enquired on the 2nd May if the mugs had been despatched,they had in fact been sent and a confirmation email to confirm this was sent by ourselves and Parceforce that day to confirm the mugs were in transit to you. Please see below the collection and tracking information from Parcelforce
Items: Weight: Manifest Date: Manifest Type: Manifest No.: Time Raised: 1 0.00 kg 02/05/2013 SKEL 2474 06:40 BST
Collect From Deliver To Consignment Details Address Code: Booking In Required: No Business Name: MUGLAMANIA LTD NA Pre-Paid: No Recipient Name: P251755 KIM DELLMAN Collection Request: No Telephone Number: 07966 866840 Saturday Delivery: No Address Line 1: CCS STORAGE WALTON HILL FARM 39 LOWER ELMSTONE DRIVE Reference No. 1: 185071001
I hope this clears up the one/two day delay in order being delivered and what issue were and how we trying to resolve as best we could at the time. Thanks once again for the order and the feedback, it is much appreciated. Regards Maggie