barry mcgillivray´s profile

Reviews (1)

Jokers' Masquerade

The goods was ok the post was 2 days late the staff was unhelpful will not use again or pass on a good word.

go to another wab site you will be better off.

14 March 2013

Reply from Jokers' Masquerade

Hi Barry,

Jokers' Masquerade take all customer feedback very seriously and review all customer responses to ensure we continue to provide an extremely high level of service. All our telephone calls are recorded for training purposes and we have referred to it on this occasion. After reviewing the matter in hand, we feel as the retailer we have accepted, processed and dispatched your order on the required service within the expected timescales. Your order was shipped out from our warehouse via your selected delivery method. DPD are normally extremely reliable, however, on this rare occasion they have let us down, but more importantly they've let you down.

We have spoken to DPD and they are unable to explain the reason for the delay. Our customer services representative liaised directly with them and made significant efforts to try to ensure the safe delivery of your item and refunded the postage costs as a gesture of good will. Despite these efforts, it was made very clear that no resolution from us would have appeased your frustration.

In light of reviewing this case further, we feel your comments to be unfair and unjustified, as the issues were caused by matters outside of our control. We can appreciate how frustrated you were to not receive your order in time. Trustpilot is a review based on our level of customer service and we feel as a retailer that we provided you with the high level of service we offer to all our customers.

barry mcgillivray´s profile

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barry mcgillivray
United Kingdom