Hip Furniture レビュー 

Hip Furniture からの回答

2012年2月1日

Hi Kunal,

Thanks for your comments with regards to your Corona Drinks Cabinet and sorry to hear of the issue you have highlighted with the product.

From the description you have provided, this would indicate a fault with the unit, so if you would be happy for us to issue you with a full replacement, please feel free to contact us and we would be happy to arrange this for you. Alternatively, we can offer a replacement part should you feel this would better help resolve the issues at hand.

If you would like to contact us to arrange either of these options, please contact our customer support team on the below details, and quote your order reference number.

Kind regards,

The Team at Hip Furniture
Telephone: 0845 224 1481
Email: customersupport@hip-furniture.co.uk

Hip Furniture からの回答

2012年2月1日

Hi Leanne,

We are sorry to hear that your order has not gone entirely smoothly and thank you for your comments in relation to this.

We can see that there was a duplicate order placed after we had sent through a confirmation and receipt via email. On this basis there should not have been a second order placed, and we are sorry this was not highlighted by ourselves sooner. Measures have been put into place to prevent duplicate orders being placed.

We can also see that there were a number of attempts to collect the item which unfortunately have failed, and we continue to look into why this was the case. Collections should always be made the same or very next day, from when they are instructed.

There has been a full refund processed for you as of the 31st January, which should arrive back into your account shortly. This refund was actioned when the bed was collected and returned to stock, which was carried out as quickly as possible. If you should wish to contact us to discuss any of the above issues, please feel free to do so using the below details.

Kind regards,

The Team at Hip Furniture
Telephone: 0845 224 1481
Email: customersupport@hip-furniture.co.uk

Hip Furniture からの回答

2012年1月27日

Hi Lin,

Thanks for your comments in relation to your order, and apologies to hear of the delivery and quality issues faced.

What was the nature of the issue with the storage boxes? If you could provide us with your order number, we would be happy to look into a replacement for you to solve this problem. We expect all of the products we offer to be of a high quality and to arrive in excellent standing.

We apologise for the delivery situation, we use a variety of different couriers and every single one is instructed to call prior to the delivery, deliver the items fully to you, and if this is not possible they are instructed to leave a card, allowing you to rearrange your delivery for a more convenient date and time. Again, if you would be happy to provide your reference number, we will ensure these comments are taken on board so that nothing like this happens again.

If you would like to contact us to discuss these issues, please feel free to do so using the following information, and we would be happy to help.

Kind regards,

The Team at Hip Furniture

Telephone: 0845 224 1481
Email: customersupport@hip-furniture.co.uk

Hip Furniture からの回答

2012年1月27日

Hi Isabella,

Thanks for your comments, and we apologise for the poor service you have received on this occasion.

Your order was dispatched when we reopened, as we were closed over the duration of the festive period. Unfortunately due to a picking error there was a box missing from the delivery. We are sorry for any inconvenience this may have caused. In addition, the replacement part we dispatched within 48 hours should have been delivered in a complete and timely fashion and we apologise that this has not been the case.

The items have been collected from you in full, and a refund has been fully issued. You should receive this very shortly, if not already. If you would like to contact us with regards to any aspect of your order, please feel free to do so using the below details. We have also added a credit on to your account as a way of apology for the issues with your order.

Kind regards,

The Team at Hip Furniture

Telephone: 0845 224 1481
Email: customersupport@hip-furniture.co.uk

Hip Furniture からの回答

2012年1月25日

Hi Stephen,

Thanks for your comments and sorry to hear you have had issues with your order.

Once the order had left our warehouse a dispatch email was sent to you with an estimated delivery time frame, the couriers name, contact details and your consignment number should you need to contact the couriers directly yourself in the hope of avoiding any issues such as those you have experienced. In addition we do always request the couriers to call our customers to inform them of the delivery time and day, and apologise that this has not happened in this instance. As I am sure you can understand it is not something we can guarantee as they are a third party and it is dependent on the driver and/or the facilities they have available.

You reported to us on Friday 13th Jan that you were missing some bolts and fittings from the order. We pass on our apologies that these were not included in your order and are looking into how this was missed.

These parts have now been sent out to you and left our warehouse yesterday by Royal Mail. Unfortunately we do not keep spares in the warehouse and so the parts missing needed to be ordered in for you. As soon as these parts arrived with us they were shipped with you and should be with you very shortly, if not already.

Thank you for your comments as we strive to improve customer service at all times and hope that the issues with your order are now resolved.

Kind Regards.

The Team, Hip Furniture

Hip Furniture からの回答

2012年1月25日

HI Deborah

Thanks for your message and also our apologies for the issues you have faced with your order.

The order was placed on the 19th December during our Christmas period, we do not offer guarantees for delivery time frames and the lead times on the site are all estimates. We pass on our apologies if this was not made clear to you at any time during your correspondence with us.

On the 21st December we received a call from yourself asking to cancel the order as we could not guarantee it would be delivered in time for Christmas. At this point there were some errors made on our part, the staff member you spoke to here should have informed you all cancellations need to be in writing, as in accordance with the DSR. They should also have checked that the order had not been dispatched.

The order had actually already left our warehouse at this point as was dispatched on the 20th December, during email correspondence with yourself a link to the DPD site was sent to you to confirm this as the dispatch email did not make its way t you until the 27th December, however at this point the item had already left.

As you had reported you had not received the item you were informed that we would need to check on the status of the delivery as once the order has been dispatched it can be cancelled but you are liable for the return charge. It was explained that the return charge may not be applicable as due to the length of time taken to get the item to you suggests that the item had been lost in transit.

We then received email confirmation from you that you would be issuing a charge back on the order. We will not refund an order once a charge back has been initiated as this means two lots of money will leave our account and therefore the order has not been refunded as we are awaiting the charge back from you.

At no point did we confirm you would have to pay the return charge it was stated we would need to look into it for you and had the item been lost in transit the return charge would not apply.

We are happy to refund the order for you should you wish to cancel the charge back and can show us confirmation of this. Alternatively as stated we are waiting on the charge back to come through to us and the order will be refunded to you via this means.

Thank you for your message and feedback as we are always striving to improve our customer service and hope to have your issue resolved asap.

Kind Regards

The Team at Hip Furniture

Hip Furniture からの回答

2012年1月25日

Hi James,

Thank you for your feedback.

We would like to apologise for the way in which your order was handled and assure you this is not a standard occurrence in the service from Hip Furniture.

Your order was one of a few that was to be handled with a new courier and due to some clerical and logistical errors the collections and deliveries that we had arranged for you did not take place, and we cannot apologise enough for this.

In regards to your refund we do agree that this has taken far longer than it should to have reached you, and we do admit that this was due to human error. Additional training processes have been put in place to ensure an error such as this is not faced by any of our customers again in the future.

We understand your experience with us has not been the best and once again offer our sincerest apologies for this. We also thank you for your feedback as this will help us in bringing our services back up to the level they usually are.

The Team, Hip Furniture

Hip Furniture からの回答

2012年1月25日

Hi Amelie,

Thank you for your review and comments.

Unfortunately as you have stated we were unable to action a replacement in this instance as the damages were notified to us out with the specified time frame. Your order was delivered on the 10th November and we were informed by you of the damage on the 12th December.

We do ask in all instances that orders are checked over as soon as they are received, but do understand that this is not always a possibility so allow up to 7 working days in order to notify ourselves of an order arriving damaged.

In this instance we were unable to offer a replacement as a month had elapsed between the delivery and the damage being brought to our attention but we did offer and are still happy to give you a new unit at a discounted price, as we do understand the frustration a situation such as this can cause. All we ask is for you to get in touch and we can work out a suitable arrangement with you?

The Team, Hip Furniture

Hip Furniture からの回答

2012年1月25日

We are very sorry for the service you received whilst shopping with Hip Furniture. We thank you for submitting your feedback as this allows us to improve our service to ensure our usual high level of service.

There was a fundamental error in the way your order was dealt with and we cannot apologise enough for this. For any order were a cancellation is requested we look for and await a confirmation of this from the warehouse team, to ensure nothing is sent out in error. Unfortunately in this instance the confirmation was requested but not received and this allowed your order to sit without further action. We agree that this is totally unacceptable and should not have happened, and again offer our most sincere apologies for this.

As a result we have put systems into effect to ensure that something like this does not and will not ever happen again, and thank you greatly for bringing this flaw to our attention.

Kind Regards

The Hip Furniture Team