stephen´s profile

Reviews (3)

ao.com

Superb Customer Service

This was my first order with AO and I had cause to send the appliance back. AO had my replacement delivered within days at a time that suited me. Calling them was painless and the customer services team on the phone were very efficient. This is what an internet company should be and as long as the prices remain competitive I would always make them my first choice when getting a new appliance.

Could not have been a better experience

Trustpilot

Suspect Trust Pilot Review Process

I recently received an unsolicited email from TrustPilot which asked me to review the company that I recently bought a product from.
Within a few hours my review had been marked as been reported as it had broken the review guidelines.
I read the guidelines and as far as I am concerned it breaks no rules.
In fact the only rule I can see that I may have breached is naming the courier company as first class in solving the problem of which I have since removed that reference in an effort to get my review reinstated.

However what concerns me most is It was lightning fast to remove my review to be checked. But this was 3 days ago. How long does it take to make a decision.
I can only assume this is to give it time to move down the pages so as not to be visible on the first few pages of the company concerned.

For me to take Trust pilot reviews seriously then they need to give reasons for suspending negative reviews and do it as quickly as they are prepared to take them down.

B found this review useful

11 April 2013

Reply from Trustpilot

Hi Stephen

Thanks for your feedback and for taking time to review us and the company you bought from.

As Trustpilot is an open platform where anyone can read and write reviews about the companies the buy from, reporting of reviews is a method to ensure the quality of the reviews. Any consumer or company can report reviews.

We have a team of community supporters, who are investigating reported reviews in the order we receive them. It's usually done much faster than 3 days and we'll get back to you as soon as possible.

Regards,
Joakim Ditlev
Trustpilot

Toolstop

Late Delivery 3 days Lost Work

Ordered on Thursday 8am before Easter Weekend. Could not see any information on website that there would be no deliveries on the Friday. Ordered on the assumption on Information available. Lost out on 3 Days work. I can appreciate when deliveries go wrong due to unforeseen circumstance , but It should have been made clear on the website that deliveries would be constrained, then I could have made alternative choices instead of waiting on All day.

In response
As far as I could see there was no information pertaining to the Easter Weekend and Deliveries. Indeed I went to the twitter feed and the only information that I could find was about how the phone lines would not be answered over the Easter weekend but that toolstop would be working hard to get products ready for delivery.

The only information on the website that I could see was a general one referring to twitter feed for delivery updates.
I was trying to find any information that I could about deliveries and checked and phoned all resources that I could find.

I also emailed Toolstop asking wether I had missed something on the website regarding delivery. Unfortunately this Question was never directly answered.

12 April 2013

Reply from Toolstop

Hi Stephen, I am sorry your experience with Toolstop is not 100% positive, we strive to provide as much information as possible to our customers to set their expectations at the time they make an order with us. Your order was placed on the Thursday prior to the Easter holiday weekend which most of the UK has Friday and Monday off work. Our carriers were also off work during this time and were not delivering. Our delivery page on the website was clear about this and we also put this out on our Twitter feed which is also accessible from our delivery page. I hope the delay in delivery has not had an adverse effect on your workload and can only apologise for your inconvenience. I hope this does not put you off ordering from Toolstop again. Please do not hesitate to contact us if there are any further questions you need answered. Regards, Neil Bruce

stephen´s profile

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stephen
Reviewer
United Kingdom

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