Amanda, Sheffield´s profile
Reviews (2)
Nigel O'Hara Diamond Jewellers
Fast deliverybut no refund after 3 weeks
The product was delivered fast and as described. However we returned it as it was too big for my wife. I am yet to recive the refund 3 weeks after it was returned. I know they say it could take up to 28 days but surely a refund should not take this long.
Reply from Nigel O'Hara Diamond Jewellers
VioVet
Failed to deliver
I ordered caninslin for my diabetic dog, no problems with the ordering or emailing of prescription. It was to be delivered by City Link the following day. I received a phone call on the day of delivery from Viovet to say that it wouldn't be delivered that day but it would come on the Saturday. Fine. Saturday I received a phone call from Viovet to say that once again my order wouldn't be delivered. But this then meant that the caninsulin would have been out of the fridge too long and that they would have to re-order it and it wouldn't arrive til Tuesday. At this point my husband had a meltdown as we would have run out of insulin by then. The girl on the phone was saying that there was nothing they could do, basically its tough luck. Only by having a complete meltdown at her did she actually get it sorted. Lo and behold within 2 hours we had our insulin. Internet companies really need to up their game when it comes to customer services, saying sorry there's nothing we can do when it is your animals' health at stake is just not good enough and maybe they should re-think about which courier company they use, especially when it comes to prescription items that require refridgeration. I am giving 3 stars only because the problem was resolved, otherwise it would have been 2.
Reply from VioVet
Thank you for your comments. I'm the manager at VioVet and I've been investigating this issue. The order was placed for a prescription item on a Wednesday evening and dispatched on a "next-day" delivery on the Thursday (so should have been delivered on the Friday). City Link did misroute the parcel and so it was in the wrong depot on the Friday morning and they were unable to deliver that day. Unfortunately things like this do happen very occasionally, but on the whole City Link do a very good job and we monitor them very closely. We contacted you on the Friday to let you know about the delay so that you were not waiting in all day on the Friday. We also paid at our cost the £12 fee to upgrade this delivery to a Saturday morning delivery at this point to try to rectify the problem for you as best as humanly possible. (This fee is more than the profit that we have been originally expecting to make on the order). It was very unfortunate that City Link then messed up the next day and had said that they were unable to deliver on the Saturday. Having spoken to the team who were in the office on Saturday here and also listened to the phone calls between you & us and us & City Link, I can safely say that we were 'pulling all the stops out' to get this resolved for you and to say that we were not is far from fair comment! I appreciate that you were annoyed as the delivery was late (through no fault of our own), but to be fair to the team in the office they did all that they could and I can assure you that City Link got the same 'meltdown' as you gave us to get them to send a driver out that day. We did have to wait for them to try and resolve the issue, but they did call us back to confirm that they could get it delivered within 2 hours (which they then did). Again please accept my apologies for the problems cause by City Link and I hope you appreciate the effort put in by my team to get this sorted out as quickly as it was. I can assure you that the chances of something like this happening again to one of your orders is incredibly unlikely.
Amanda, Sheffield´s profile
About
Connect with Facebook to get one click access to Trustpilot. It's easier.
Sign up with Facebook
Thank you for your comments. As per our terms and conditions refunds can take up to 28 days during busy periods. December/January are particular busy months for our finance department due to the volume of exchanges and returns. I can confirm your refund has been made and was refunded within the said period.