Gemma Fiorini´s profile
Reviews (2)
Amazon
Great site, quick delivery
Fantastic site for customer service and delivery. They keep you up to date at all times and if there is ever an issue they are very quick to help and resolve.
CoolBlades
Terrible Slow Service - I will never use again
No one has any idea what is going on in this company. Placed an order online and it took me 3 phone calls each of which the phone line was "accidentally" cut at least 1 time during each call. Was simply asking for the vat on my invoice to be removed as I am registered for VAT in Malta and the order was to be exported. No one had any idea this was the Law. There customer services line is constantly a voicemail, you have to press to go through to sales for someone to answer.
When on the 3rd phone call I was expressing my discuss at the service the girl said "all I can do is apologise" and put the phone down on me again!! If it wasn't for that I probably wouldn't have taken the time to write this but everyone should be made aware of this "tin pot" outfit. I find it shocking they profess to sell to the trade only with such unprofessional service, I have received better from market place sellers. It has taken them a week to process an order god knows how long it will take to receive.
To summarise shockingly bad service and uneducated staff.
Reply from CoolBlades
Gemma Fiorini´s profile
About
Connect with Facebook to get one click access to Trustpilot. It's easier.
Sign up with Facebook
As a trade-only website, all our prices are quoted without VAT which is only added in the checkout if applicable. This is stated clearly beside every product price and again in the foot of every page. We're well aware that Malta is not in the EU VAT territory and our website automatically knows not to add VAT to Maltese orders. There should therefore have been no need for you to call. However, we're sorry that this was not clear to you and we will certainly look at our VAT messaging to see if we can improve it.
Unfortunately, when you called us you were unwilling to accept our operator's explanation that, since you had not been charged VAT there was none to remove. Regrettably you lost your temper with our operator who then tried to transfer you to our Sales Director for further explanation. It was at this point that the call was dropped, but it was not ended by anyone on our end.
For the sake of clarity, our customers are important to us and we never cut off a customer's call.
We're also sorry that it took so long to process your order, but you will appreciate that we can't send an order out until we have taken payment. Our typical processing time for an order placed on a weekday is less than 24 hours and this would have been the case with your order if you had paid for it online in the usual way.
Unfortunately, you chose to save your order without paying so you could call us about the perceived VAT issue. This meant that your order was queued until you eventually provided us with your payment details. Once we had those, your order was processed in the usual way and you should now have received it.
We send out hundreds of orders a day and aim to delight our customers with every single one. We're very sorry that this was not the case with yours.