Foldabox レビュー 5

Foldabox からの回答

2021年4月20日

Dear Kellyann,

I am sorry to hear you are less than happy with the service we provided on this problem order. I have looked into this issue and it appears the goods despatched on 6th April. Under normal conditions we would have expected delivery to you on 7th or 8th. We were only made aware on 9th April that delivery had not been made and it appears the delivery address advised on your order was incomplete. At 4:09pm we confirmed this updated information had been passed to FedEx. On 12th April at 10:19am we advised that FedEx had updated to advise the phone number provided was also incorrect and was 12 digits long. At 10:54 you e-mailed in response but the phone number you provided was still missing digits. We are investigating with FedEx as to why they appear not to have actioned the update you advise you made to them on Saturday 11th with the full address and phone number. It was not until 7:22pm on 12th that we were in receipt of your correct phone number, your advice to cancel the order and requesting a refund. On 13th we asked if you could please refuse delivery if it was attempted, which you advised you would, asking us to confirm when the refund was processed. We were awaiting confirmation from FedEx that the goods had been actioned as return to sender and when we received the goods back at our warehouse, we credited in full on 16th April. The refund was issued 3 days after you advised you no longer wanted the goods delivered, so I am not sure why you are saying it took 2 weeks? The goods were despatched on 6th and we didn't know until late on 12th that you no longer wanted them. We usually wait a couple of days before refunding because goods can still be delivered, despite asking for them to be returned. We have had situations of customers accepting delivery and deciding to keep them, which creates additional work for everyone if we have already refunded. We did not send replacements because they were not lost in transit. Unfortunately we were unable to call you until the evening of 12th April as the phone number we had was incorrect, by which time you had advised you no longer wanted the goods. I believe they would have been delivered on 13th but we had advised FedEx to return them to us. I fully accept that FedEx may not have actioned the revisions to your address and phone number as quickly as we would have wanted in order to deliver on 12th April but unfortunately it often takes time (24 hours) for this information to filter through large courier organisations. I will speak to our customer service team and look to see how we can improve our handling of this type of situation in future as we take customer satisfaction very seriously. If I could please ask for your assistance (even if not purchasing from us again) to ensure your contact details are complete, I'm sure it will help avoid a similar problem. Providing a correct phone number is one of the most important pieces of information as the driver will often call to clarify an incomplete address, or ask for directions if they are struggling to locate you.

Kind regards,

Nicole Hines
Managing Director