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Audio Express (Creative Audio)

late delivery :-(

I took a day off hoping that the amp would arrive sometime mid-day so I could have a little play with it before my wife and kids got back, but it didn't!. The delivery was supposed to happen between 9:00 and 17:00. As per paperwork I was advised to ring the shop at 16:00 if the item hadn't been delivered by then. At 16:10 I rang Creative Audio to ask if it was still coming and I was told that it should be with me soon as the courier might be busy at this time of the year. Finally the courier turned up at 17:11 and I found out that the item was dispatched from Bournemouth which is 27 miles from me!!! I could have gone and picked it up myself!!!
Apart from that all good!

13 December 2013

Reply from www.audio-express.co.uk

Dear Mr Hanc

We take customer service extremely seriously, so we were dismayed and upset to receive our first ever 3 star review. However, that dismay turned to bewilderment when we actually read what you have written. Before you placed your order, you were advised that we offer free next day delivery and that the delivery window is 08.00 to 18.00. Then, when you placed your order, we sent you a confirmation e-mail (printed in bold red text) that gave you the same delivery window of 08.00 to 18.00. Then when we despatched your order, we sent you a tracking e-mail, with a link to the courier's website to allow you to track your parcel and again stated a delivery window of 08.00 to 18.00. We know you received that tracking e-mail, because it also tells you to call us at 4.00pm if you haven't received your parcel - which is what you refer to in your review. What more could we do? We gave you all the necessary details on 3 separate occasions and the bottom line is that we delivered your parcel to you next day, as promised and within the delivery time window, as promised.

We want every customer to be 100% satisfied with their shopping experience at Creative Audio, so, despite the fact that we feel your criticism is unjustified, it still concerns us that you are not happy. You are very welcome to call the shop at any time, if you would like to discuss this further and we will do all we can to help.

David Poole,
MD Creative Audio

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Sylv
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United Kingdom

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