Great when there are no problems but when you try to get satisfaction when a parcel isn't delivered sadly you are likely to be left with a bitter bitter taste in your mouth.
Up until today I would have sung the praises of this company but the true test of a company is how they deal with a problem - in my case I was eventually offered an insulting £5 credit against the £35 cost to send a small parcel that 9 days later still had not arrived - I politely suggested that as I had given my customer a refund I would very much appreciate the same gesture but alas even though I was supposedly talking to the lady in charge (gemma) this was just 'not possible'. A total lie as anything is possible especially if it keeps customers happy and facilitates continued good business.
I am so very frustrated at the way this has been handled and would very much like P2G to see sense and recognise that a full refund is the only sensible recourse - the money is not important now so much as the principle of sensible business ethics.
Inevitably this review and my feedback to P2G resulted in my being contacted by Kate who has been as professional and sensible as one would have hoped from the outset - refund and a little extra given and a very 'human' approach taken - as is often the case the right attitude to a complaint can make all the difference - it seems that this experience has been fed back to the relevant department and hopefully Customer Service will now offer just that - thank you Kate - very much!!
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