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Safe Options UK からの回答

2014年12月23日

Dear Simon
We apologise that you found our service and price unreasonable. However, I assure you that this charge was quoted from the Burton Safes Installation Company and we did not charge anything to you ourselves.

Due to the extreme weight of this safe (335 kg / 52.5 stone) for health and safety reasons all deliveries via stairs must be investigated to see if they are even possible and if so what would be involved. We therefore carried out a site survey free of charge (normally approx. £100) and the installers discovered that they could not use mechanical equipment to lift the safe up your staircase because the stairs had a dog-leg. The only way they could therefore complete your delivery was to bring 4 men instead of the standard 2 men delivery crew. This is because it would be far too dangerous for 2 men to try and lift and carry a safe of this weight upstairs.

We would not want to risk anyone having a safe of that weight land on top of them, which could potentially be fatal (this has occurred previously). We would also not want to risk any damage to your building that a safe of this weight could cause if it fell down the stairs. And all fully qualified installers will no longer take these risks either as it is far too dangerous.

Once again we apologise that you found this unreasonable but with an item this heavy no risk can be taken and the charge is based on taking measure to avoid just that.

Safe Options UK からの回答

2014年11月26日

Dear Katherine
Thank you for your e-mail. We take all feedback seriously and will try to improve where we have let customers down.

I have investigated your order and the product you ordered can be seen on this link to our website:-
http://www.safeoptions.co.uk/safety-barrier-gate-open-900-900.html
The delivery time is shown on this page in two places, once just below the prices and add to basket button, next to the delivery van image, and again further down the page in the Product Details area.
However, as you did not see this, I apologise and I will feedback to our design team to investigate making this much clearer in future.

I have also looked at e-mail correspondence between yourself and our sales staff. They e-mailed you 2 days following your order (13 November) to advise that the order was scheduled for despatch (not delivery) approximately 25th November and that because these items are made to order this can be subject to unforeseen delays. Again, I apologise if this was misread or you were told something different to this by telephone.

As you have still not received delivery I have chased this for you. The factory have advised that your delivery should take place tomorrow, Thursday 27th November. The transport company is Beacon Roadways.

Once again I apologise that your order was longer for delivery than you would expect and that our service did not meet your expectation.

Safe Options UK からの回答

2014年10月30日

Thank you very much for your feedback. We are very pleased to hear that you had good experience with us and found the selection of products helpful. Please do let us know if you require any future assistance or advice.

Safe Options UK からの回答

2014年10月30日

Dear Peter
I am very sorry to hear that our service let you down on this order. We take customer service very seriously and hate to let people down in any circumstance.

I have looked into your order and this was being despatched by Phoenix Safe directly to you, on our behalf. They did advise us that they would arrange delivery and installation for the Friday, as we advised you, but they let us both down. We should have followed this up with them to ensure it took place, and I apologise that we did not do this. We also apologise that you feel that the installation cost was expensive. However, I would point out that this £180 cost is not just for the fixing of the safe, but the fact that the safe is sent to you with a professional safe fitting company, rather than a normal parcel carrier like DPD whom would just deliver to your door like any parcel. I apologise also that this may not have been made clear in our quotation to you.

We take all feedback on board and thank you for this. We will look to improve our service for the future.