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Reviews (1)

Jokers' Masquerade

Item got lost...they didn't care.

Ordered over fifty pounds worth of stuff and delivery had been arranged with a note to leave item in wheely bin, Royal Mail didn't do that and took items back to depot....I arranged redelivery with a note to make sure item was left with myself or wasn't, it was 'apparently' putin the wheely bin. Fair enough, Royal Mail at fault but Jokers Masquerade couldn't be less interested. They were meant to open a dispute withRoyal Mail which they didn't. It's now been 6 months and have not heard a thing from them. Wouldn't order a single thing from them again and wouldn't recommend either. Poor customer service and once they have their payment cleared they couldn't give a flying pig. Avoid at all costs.

10 April 2013

Reply from Jokers' Masquerade

Thank you for your review. As the retailer, we accepted the order and dispatched the parcel on the delivery service selected. The order opted for the 'Safe Place' facility and your instructions to leave the parcel in the recycling bin were added to the box as requested. The parcel is then passed to Royal Mail to ensure a safe delivery.

Although the first delivery attempt refused to leave the parcel in the request safe place, Royal Mail inform us that that the second attempt was successful. We care very much about every individual customer and were very sorry to hear that the parcel could not subsequently be located.

When a customer requests 'Safeplace' they accept liability for any loss or damage, as explained upon checkout. However, our team suggested, as a last ditch effort, to attempt a claim on your behalf through Royal Mail for the loss of the item even though they disclaim any liability for loss, damage or theft if the 'safe place' is selected.

Your case was dealt with by a seasonal member of staff who unfortunately did not follow the correct procedure to open a claim. This matter has been highlighted to a senior manager who will ensure that all staff, whether they are temporary or permanent, are fully aware in any claims procedure. Please accept our sincere apologies for this as this does not meet our usual high standards of customer care. We try very hard to in-still in our staff to concentrate at all times but unfortunately the odd human error can happen.

We encourage our customers to contact us if expectations have not been met, giving us the opportunity to look further into the matter. Unfortunately, as this review is 6 months after the event it doesn't give us any recourse to take the matter up further with Royal Mail.

We are saddened that you feel you cannot shop with us again. If you wish to discuss this matter further please do not hesitate to contact our team on 0845 1300 818.

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United Kingdom