Lorraine Cooke´s profile

Reviews (1)

Doordeals Ltd

My order was lost

I found the website easy to use and I ordered the perfect front door with ease. Unfortunately when I phoned up to ask for a delivery date as I hadn't heard anything in 2 weeks, I was told that they couldn't put their hand on my order but would call me back with a delivery date. I didn't get a call back but received a text message regarding delivery for the next week. I wanted to change the delivery to the next day and emailed to enquire and received an answer immediately and told that this could not be done and they could despatch for the week after. This being another week which I could not afford so I organised to be available and asked for the original delivery date to be reinstated and this was done (which I was very grateful for). I have the opinion that my order had been lost until I called in to find out why I hadn't received it yet, but after that it was dealt with very efficiently and proffessionally.

10 January 2013

Reply from Doordeals

Hi Ms Cooke,
We're sorry that you feel let down by our communication, we've had a look into your order and believe the following to have transpired:

On the 13/11/12 the goods were ordered from our website, the order was processed and we emailed with the following:
"The door has been ordered from our suppliers and would normally arrive in to our warehouse within 5-7 working days. Should any issues arise in regards stock availability or quality control, we will of course contact you with an update. Once all the goods are with us and have been checked, we'll select the most appropriate method of delivery at which point either ourselves or our appointed couriers will be in touch".

The goods arrived into our warehouse late on Friday 23/11/12. Due to the arrival late on the Friday, on Monday this was passed on to a colleague who organises the logistics and routing for our delivery vehicles, just before 4pm the same day we emailed yourself to see if the nominated delivery day was convenient. As we had a mobile number on the system, we also sent an SMS with the same purpose.

As you say, you then replied advising us that no-one would be available to accept the delivery and requesting that we delivered the day after instead (Friday 30/11/12). Unfortunately, with the existing scheduled delivery for the 29th, we were unable to have another vehicle in your area the day after and could therefore only offer delivery on the 29th or reschedule for the following week.

Following this, as you mention, we fulfilled the original delivery booking and brought the items to you on 29/11/12.

We are genuinely sorry that you feel let down regarding delivery and our communication, but we did try our best to offer a good service. We appreciate that you did not hear anything for a week or so after the initial email regarding lead times, but we simply had no further updates to give to you. We always ensure that emails are sent as soon as any update to the order is made and to organise the delivery with our customer.

We can assure you that the order was not lost at any point from the moment you placed it, to the moment you received the items, any delay was purely down organising the door and feature glass into our warehouse.

It sounds like perhaps we could have been clearer on the telephone as rather than being unable to find your order, the advisor you spoke to would have perhaps been unable to immediately give you an update as the order was in the process of being booked on the system for delivery.

Thank you again for your order and we appreciate your comments on the website and ordering process, we hope you enjoy the usage of your new "perfect" front door!

Doordeals Ltd.

Lorraine Cooke´s profile

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Lorraine Cooke
United Kingdom