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The Tapas Lunch Company

Where's my order?

Clearly the assumption when you ask customers for their feedback is that they have had a good experience of your service. However, there is always a danger of this backfiring when this isn't the case.

As it is with me: you have told me that, contrary to your advertising, you didn't have several of the items that make up a gift selection I ordered, and so were unable to fulfil my order immediately.

However, you did tell me this fairly promptly, and promise to make good the order as soon as possible, as opposed to a different supplier, who "forgot" to tell the warehouse about my order altogether.

That said, I STILL HAVEN'T RECEIVED THE ORDER. So on a purely objective basis, your service is rubbish.

13 December 2012

Reply from The Tapas Lunch Company

Thanks for your feedback. Firstly, you say 'contrary to your advertising'. We clearly state on our website that if any of the items in the gift pack are out of stock, we will offer a substitute. Live stock of all our items is available on our website, so checking any of the individual product pages would have shown the item to be out of stock. Secondly, as you point out, we contacted you immediately to say we were waiting for a couple of products so your order would be delayed for a couple of days, which you agreed to. The stock is coming into us today, so your order should be despatched today. So, in summary, our service is not rubbish. We were simply out of stock of a couple of items, informed you immediately and will despatch your order when they come in. I'm sorry that's not good enough for you.

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Hugo James
Reviewer
United Kingdom

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