Safe Options UK レビュー 

Safe Options UK からの回答

2016年2月4日

Dear David
Thank you very much for taking the time to write a review for us. We take customer service very seriously and it is therefore always valuable to see feedback.

Please accept my apologies that the specification for the product was different to that advertised. I have checked with our website development team and they advise me that the manufacturer had not informed them of the change in specification, and the manufacturer literature had not been updated as this was a fairly recent change, otherwise this information would have been updated.
I understand that our website content is our responsibility and we do always try and ensure that products are kept up to date. We will therefore liaise with our suppliers and manufacturers to try and ensure that they always keep us up to date in future so that a similar instance does not reoccur.

In terms of the delivery time on your order, the product is supplied directly from the manufacturer and this was the reason for the long lead time. Having checked with our orders department I believe that your order is being despatched shortly if it has not been already and I believe that this is within the approximate delivery time we stated on our website. We do try and offer the majority of our products from UK stock but unfortunately it is not possible to stock everything we offer and therefore some products are on longer lead times. UK stock does change occasionally so if this item becomes popular it may well be in stock in the future.

Once again, thank you for taking the time to write to us and we apologise that we did not meet your expectations on this occasion. Hopefully we can improve on this next time if you decide to order again.

Safe Options UK からの回答

2016年1月28日

Thank you for your review and we are very sorry to hear that you were disappointed with our service.

Having looked at your order, I can see that it was placed on a Saturday, 2nd January and therefore we contacted you on the first working day following (Monday) to advise of the stock issues.

Unfortunately, like most online retailers, stock is held by the safe manufacturer only in order to keep transport costs to a minimum (only from them to you rather than them to us and then us to you), and therefore it was them that had run out of stock.

We are sorry that the safe manufacturer were out of stock on this occasion. In any instance like this we would offer an alternative which we did to yourself. We are sorry that the alternative product was not suitable.

We are now liaising with the safe manufacturers to try and keep our website up to date on their current stock levels. Therefore, we hope that this will help prevent a similar occurrence like you experienced from happening again.

We hope to be able to offer you better service in the future.

Safe Options UK からの回答

2016年1月11日

We are really sorry to hear that you are disappointed with our service. Waiting almost a month for a product that is being advertised as normally a one to two day service is unacceptable. However sometimes products do go out of stock and that’s exactly what’s happened here. Because of the Christmas period there was an extended delay due to the seasonal factory closure. You placed the order on the 16th of December and on the next working day we informed you by email that the product would be out of stock until week commencing 11th January. In case the wait was unacceptable we also offered you the nearest alternative and although it was dearer offered to cover the price difference as a gesture of goodwill. In addition we did offer the option of a full refund if the wait was unacceptable. As we received no written response we assumed that you were willing to wait until the 11th January, otherwise we could have shipped the alternative mirror, which would have been delivered prior to Christmas. We apologise for any inconvenience this delay has caused you, but we expect your mirror to arrive with us today (11th Jan) and we will update you by email later today with details of the despatch date to yourself.

Safe Options UK からの回答

2016年1月11日

Thank you for taking the time to review our service. We are delighted that our prompt action was appreciated and once again apologise for any inconvenience caused to you

Safe Options UK からの回答

2016年1月11日

It is really appreciated when customers take the time to let us know when our service has met expectations. Thank you.

Safe Options UK からの回答

2015年12月22日

I am very sorry to hear that a product you ordered from our company was out of stock when you placed your order. Like most online retailers, stock for this product is actually stored at the manufacturer UK warehouse, and it was them that were out of stock when your order was placed.

Looking at the communication on your order I can see that we did update you by e-mail within 3 working hours to advise that the item was out of stock and we provided a link to our website to look for an alternative product, if an alternative would be suitable and the delay unacceptable.

Unfortunately this particular product is very popular and the manufacturer UK warehouse have not had high enough stock levels to cope with demand.
We are liaising with them to try and ensure that higher stock levels are kept in future to try and prevent more stock issues occurring.

In the meantime please do accept our sincere apologies and we hope to provide better service to you in the future.