Emma´s profile

Reviews (1)

The Whisky Exchange

Good product, Bad service

I ordered a bottle of whisky last Monday thinking that the 2-4 day delivery time would be long enough to ensure delivery by Thursday. This was a birthday present needed for Saturday and the bank holiday Friday meant no delivery on Friday.
On the confirmation email it stated that if i required express delivery, to call by 1pm the day before it was needed.
I checked the order tracking on the website on Wednesday morning and it still hadn't been dispatched. I called and advised that i needed it for Thursday and why and was assured it would be sent out that afternoon.
Thursday afternoon showed no delivery, i called and they said it hadn't been sent and would not arrive until Tuesday!
I had to go and purchase a lesser class of the product as no shops stocked the exact product so that i could actually give a birthday present.
On top of this, i ordered a personalised card to go with the bottle and the it has not been included in the package.

03 April 2013

Reply from The Whisky Exchange

We are sorry to hear that your order did not arrive in time. Having checked your order, we have no record of a personalised gift message being requested. These are normally charged at 50p, and we can confirm that you have not been charged this.

Each day we have a limited number of packages that can be despatched as we have to account for picking/packing time while still meeting our collection deadline with our courier. Unfortunately, as no note has been placed on your order it does not seem as though your order was flagged for urgent despatch.

We apologise for the inconvenience caused by the late despatch. Normally notes are added to an order that requires urgent despatch. This helps to make it obvious to our entire staff that the order must be sent on that day. Unfortunately, it seems as though no notes were added to your order specifying the need for urgent delivery. We apologise for this inconvenience caused and assure you that this is not a regular occurrence.

If you would like to discuss this further, please contact our customer services department.

Emma´s profile

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United Kingdom