We are very disappointed that Grant has decided to leave this negative review, he obviously rushed through the checkout process without reading anything at all on the screen and is taking his frustration out on us as a result.
In the checkout when you choose DPD it literally says that it’s not guaranteed to be next day. It also says that on our shipping info page and in our terms and conditions. DPD do not refund us for any delays. Therefore we do not refund for only a single days delay, this has always been a possibility and is to be expected every now and again. This is very clear and is in black and white but Grant obviously did not bother to read anything at all. If it was to be delayed by two working days or more, which would be very unlucky then we would be happy to provide a refund for the additional shipping fee as a goodwill gesture.
Grant must not have read the news either, he doesn’t seem to know about the shortage of lorry and delivery drivers, the overworked or the lack of staff due to isolating etc that seems to be affecting almost every delivery company right now.
Another thing that Grant did not read was the email he received automatically when he wrote to us, it says thank you for reaching out to us and we will try and get back to you within one day or two days. 12 phone calls in the space of one hour, 1 angry and shouting voicemail, 3 website messages, 1 email, posting on our Facebook page and this poor trust pilot review are all a bit over the top to be fair.
Obviously we did reply to Grant, later on that very afternoon, after we had processed and dispatched all the orders for the day, only then do we look into any customer queries etc. We do it this way funnily enough because customers can get pretty angry if you don’t dispatch their orders on time. We always try our best. We even go into work on a Sunday if we think there is a chance we won’t manage to do all the orders in time on a Monday. We don’t know if Grant has bothered to read our website, maybe he thinks we are a huge company with a complaints department that will get back to him in the 2 minutes timeframe that he expects, but we are not. It’s just the two of us who live together and work together and spend nearly all of our time either processing orders or working on our little website. In our reply we explained politely the situation to Grant and that his delivery was scheduled to arrive the following day but he ignored everything we said and was not having any of it. With the way things have been over the past eighteen months or so our other customers who may have experienced delays have been very understanding.
We thought that Grant was just causing a big fuss to try and get his order cheaper or free of charge because of the delay but having looked at his other trust pilot reviews we can now see that he just really likes to complain. Out of 42 reviews, 31 of them are one stars and 3 are just two stars. He calls DPD notoriously unreliable, so why did he choose to use them again after all of his previous troubles with them. He has given one star reviews to DPD, DHL, UPS, Amazon, Parcel Force, Hermes, Royal Mail, USPS and Fedex. I don’t see a review for Yodel, maybe he should try them next time.
As we are yet to receive Grants fabric returned back to us we assume he is actually very happy with it and has now decided to keep it. We only hope that the 68 days that he has left before Halloween are enough to squeeze in some time for him to sew something with his Halloween fabric that he was in such a rush for.
