Thank you for taking the time and trouble to leave your review.
Firstly, I would like to apologise for your order not arriving as quickly as we would like. In our experience we do find that second class orders usually arrive within 4-5 working days. However, we do ask our customers to allow up to a maximum of 10 working days until we consider a parcel to be lost within the postal system and therefore send a replacement parcel. Our policy is to offer free samples whilst you are waiting for your order to arrive and I can see these samples were offered to you yesterday when you contacted our Customer Services Department.
As this is your first order with us, on this occasion I am happy to process your replacement parcel before the required 10 working days have passed, if you could please confirm your delivery address by emailing me at email@example.com, I will then process the replacement without further delay.
In the mean time, you may want to contact your local sorting office just in case they have your parcel but have not left you a card to advise you of this.
We do pride ourselves on our Customer Service and continually monitor the quality of service provided. I would like to sincerely apologise that we have not met your expectations on this occasion.
Again, please accept my sincere apologies for any inconvenience caused and I look forward to hearing from you.