Live in France and was existing customer. 27th December 2011 placed order which was accepted as was payment of 101.85 sterling. One item was for a prescription product, French vet's prescription emailed and accepted. Days went by and nothing was received. I emailed second week of January asking where order was. Was telephoned by very polite young lady (the only reason I gave them 2 stars instead of 1) and was told that they had started a French site where I must place my orders. What about existing order, I'm waiting on the prescription medicine as current stock is running very low? Sorry we can't send it. What about my payment? We will refund it, which they did on 12th January 2012, SEVENTEEN days after they had accepted it along with my order and nobody had seen fit to tell me they were not going to deliver the goods.
Checked their website in France, Metacam, my dog's prescription medicine was about 20% more expensive than their U.K. price. Then checked Viovet in the U.K.who I have also used in the past, not only was Metacam slightly cheaper but they were quite happy to supply me and the order arrived within 4 days so my supply did not run out.
Ordered and received 6 spiral wall lights , looked at 2 which were fine and left rest unpacked for 6 weeks. On opening found 3 were of the wrong colour. Contacted Litecraft and although I was out of time with my complaint they forwarded 3 new lights to my French address at no cost to myself, They arrived today just 10 days after I first contacted them about the error. This is what I wrote to Barbara at Litecraft to say thankyou.
[Available] Jill Hudson to Litecraft.co.uk
show details 15 Jul (5 days ago)
I want to sincerely thank you for this. We are building a new house here in France and in many areas over the last year I thought customer service had ceased to exist. You have restored my faith in good business principles.
I'm especially grateful as I realise that had I unpacked all 6 lights on arrival instead of just the first 2 I could have contacted you within the week specified on your site.
I am very impressed to the extent that I would recommend your company for excellent customer relations policy and please feel free to use this letter in publicity if you wish.
By the way, the lights are lovely, exactly how I thought they would look from your web description.
Jill Hudson, South Manche, France
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