Plot-IT reviews

We are sorry that only part of your order arrived on the next day and that you were left waiting for 3 days. There was indeed a problem with an out of stock item and we apologise for not telling you immediately it was a genuine oversight on our part.

I do note that you have ordered from us on 11 previous occasions where you have received excellent service from us with next day delivery and good communications, we don't like letting any of our customers down new or old especially an excellent customer like yourself - hopefully you can forgive us on this one occasion, when we did speak to you we resolved the problem very promptly and arranged a weekend delivery. There of course would never be any maliciousness intent with a customer and we are surprised that you chose to vocalise that you didn't think there was.

We apologise for the poor service you received, this is not a reflection of our normal service. unfortunately we were out of stock on one item and your entire order was given to the manufacturer to dispatch. It is my understanding that although they should have processed your order immediately as we had placed the order that they refused to do so as you have an account with them and you were on stop for non-payment. They did not inform of us. The time you rang to chase you are right we were extremely busy and we are sorry that we did not resolve in a timely fashion. I believe you have had good service from us before and it is my understanding that as soon as we were aware of the problem we delivered within 48 hours - the goods had to be delivered to us for us to then onward dispatch.

Thank you for the feedback. The consumable service is £5.99 for UK mainland delivery this is for an express next day delivery (for orders before our cut off time) regardless of weight. Therefore many of our customers opt to add more to their baskets such as our bulk buys on wide-format inkjet media. Unfortunately we do not offer a standard post option as it is very difficult for us to guarantee our service levels by trusting Royal Mail as such the flat rate £5.99 is our preferred option as it does tend to be the most robust service we can offer. once again thank you for your order and feedback, we hope you do come back again. Kind regards the plot-IT team.

I hope any genuine customers feel they can read all of our reply and take it as the structured reply it is, we have thousands of happy customers, we did let this customer down by delivering a week late, but believe me my staff and I work very hard to provide nothing but the best service which is reflected in all our other feedback. We will not be held to ransom over the posted review and have decided not to negotiate with this buyer whom is seeking non-existent compensation.

Dear Peter, you have amended your report Nine times now so my original response is still below but to pick up on your latest comments - To confirm you dealt categorically with myself & not my colleague, secondly it now appears you are confirming that we did indeed say it should be by the 21st and not one week, I did not quote you one week as I know that this is impossible, thirdly I asked you directly face to face regarding the delivery point being ground floor and you assured me it was, you later changed this during conversations with our staff at this point we should have cancelled your order but they carried on regardless as we like happy customers. You will note, I did not in my original response mention that you had refused delivery I am however aware that you did indeed refuse to accept delivery as stated in your latest response. We spoke to the courier at the time whilst he was at your property. I also note that in one call to our logistics team you stated that your wife was pregnant and you could not accept delivery on the day stated due to this. I also note your comments re shipping weight, this is the total weight including the FREE media I gave you and the packaging. I too do not wish to use a review site for a public slanging competition but I will not accept a poor review as being a reason to pay you / compensate you financially in the hope that you will change the rating, my reasons are clearly stated below and I have emailed you directly as you are aware. I note that you have chosen to use the word "bitter" in your review, this does come across clearly in your animated review. I also note that you have set your public status as being in the UK when in fact you are in Budapest.

Our Original response to you - the delivery time scale was challenging, however, as explained to you when you met us at the trade show we do not normally deliver Hardware to Hungary but we would do this for you as you wanted to benefit from the show price and bundled media rolls that are significantly below normal online pricing from anywhere. I dealt with you personally and I did not quote you one week delivery, I actually stated approximately two weeks and yes it did end up being three rather than the estimated two.

We kept you up to date every step of the way regularly and you were very aware when the delivery was coming. I had also asked you at the show if the Delivery was to an easy access ground floor location and you confirmed it was, however, you then initially refused delivery when the driver arrived as he was on his own and was unable to deliver the device to your second storey flat, getting the machine upstairs was not included in the quoted price, it was as described a box drop delivery to an easy access ground floor location only.

We do compensate customers when we make genuine mistakes however, in this instance we feel that we gave you an exceptional price, the delivery cost us much more than you paid resulting in a small overall financial loss on our part and we also you gave you an amount of FREE media worth over £120. As for compensating you for a loss of earnings you were quoted an approximate delivery time and I do feel it would have been more prudent for you to wait until you had the hardware before advertising a photo print service.

We very much value our customers and I am sorry that you feel we could not have done more, we did our best to meet your changing goal post but this was not possible given the demands.

Kind regards, Matt