Robert´s profile

Reviews (1)

Jokers' Masquerade

poor service

Ordered a costume and paid £10 for express delivery only for my product to arrive after the date for which it was needed. Wouldn't use site again

03 April 2013

Reply from Jokers' Masquerade

Thank you for your review. The Trust Pilot review facility is for you to voice your opinions relating specifically to the service we provided. How did we do as the retailer? Was our own service throughout the order process and dispatch as expected? Our records show that your order was a smooth and quick transaction, dispatched on the same day the order was placed and on the delivery service requested.

Once in the hands of Royal Mail, however, there appears to have been a problem. The tracking information provided by them certainly confirms that a delay occurred within their system whilst processing your parcel. We have contacted Royal Mail who are unable to provide us with any explanation for this delay and as such have let us both down on this occasion. Delivery of an item is out of our control, this is not an excuse, but hopefully an explanation as to why we must divorce our own service from that of Royal Mail.

I understand you have been speaking directly with our customer services team to arrange the return and refund of your order. This, again, is our own service and hope we could be of assistance to make this as pain free as possible. Could this even deserve an extra star or two? If our own service has been satisfactory we would greatly appreciate an updated review and feedback relating directly to us.

Please accept our apologies for the frustration this delay must have inevitably caused. Royal Mail are usually very reliable for this next day service and such a delay is very rare. Here at Jokers' Masquerade we offer a number of varying delivery methods including a 'click and collect' locker service should you be wary of using the Royal Mail service in the future.

It is our hope that we have provided some assurance and will allow us the opportunity to welcome you back again to Jokers' Masquerade.

Kindest Regards,

Robert´s profile

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United Kingdom