Dear Keith,

Thanks for your review, although I'll clarify a few points if I may, to endeavour to help other users see why you may have awarded us one star!

We spoke several times on the phone last week regarding your order, making a couple of changes changes to it etc., and once all was sorted we agreed to send it to you via Special Delivery to arrive on Friday morning.

Unfortunately it appears that something weird happened and the Royal Mail charged you to collect the (already paid for and franked package). I can only apologise for this, possibly the postage label fell off in transit. In any case we of course offered to refund the cost which had been incurred immediately but you preferred to take the amount in a voucher, which I believe we also sorted immediately and with no fuss or dalliance.

I had rather hoped that other than the (admittedly extremely irritating) issue with the Royal Mail, we'd done a good job with regards to the rest of the order process, and were friendly and helpful during our many conversations.

Once again, my apologies.

David