Mint Bros London Arvostelua 

Vastaus yritykseltä Mint Bros London

2 päivää sitten

For transparency, the reviewer has never placed an order with Mint Bros London. The transactions being referred to were placed by her husband.

The 3 Moses bars were pre-ordered through our website and paid for by CREDIT CARD. We categorically reject the suggestion that we sold these bars to somebody else for “a few extra quid”. We did not.

This is the first time we have ever made the decision to cancel and refund a customer's website order. Following the repeated issues we experienced with this particular customer, we decided that we no longer wished to continue the business relationship and therefore cancelled and refunded his outstanding pre-orders.

The refunds HAVE been processed against the original credit card transactions. Email confirmation was provided and screenshots from our payment system confirming the refunds were also sent to the customer. The corresponding funds have been taken from our side.

Despite this, approximately ONE HOUR after the refunds were processed, we began receiving accusations that we had not refunded the money and were “using” it for our business. Credit card refunds are not instant bank transfers and are subject to the processing times of the payment provider and card issuer. If there is genuinely an issue after the applicable processing timeframe, we will of course investigate it.

We must also address the claim that we “wanted cash”, as this is simply untrue. Mint Bros London is a cashless business. Our regular customers can vouch for the fact that we do not accept cash. Even some of our most loyal clients have asked to pay in cash and, when we have explained our policy, they have respected it and used one of our accepted payment methods.

Unfortunately, in this instance, despite our position being made clear repeatedly, your husband continued asking us to make exceptions and accept cash. On a subsequent transaction, we explicitly agreed beforehand that payment would be made by bank transfer. When he arrived to collect, he again repeatedly requested to pay in cash. We maintained that payment needed to be made by bank transfer.

It is particularly disappointing to see these accusations coming from someone who has never placed an order with Mint Bros London and with whom we had previously only had respectful interactions. We had always regarded you as a respectful individual and are therefore surprised that you have chosen to publicly repeat allegations relating to transactions you were not personally party to.

This decision had absolutely nothing to do with making an additional few pounds on three silver bars. It was the first time we have cancelled a customer's website order and was simply a decision to end a customer relationship that, following repeated issues, we no longer considered workable.

The outstanding orders have been refunded. We have no interest in continuing a public argument and will address any genuine issue regarding the processing of the credit card refund directly through the appropriate channels.

Mint Bros London

Vastaus yritykseltä Mint Bros London

2 päivää sitten

We strongly dispute the claims made in this review and would like to clarify the facts.

The suggestion that we were “very happy” to accept cash is simply untrue. We told this customer numerous times that we did not want to accept cash and that any exception would be subject to a handling fee. On the first occasion, we even offered to take the products back and find another buyer. The customer repeatedly asked us to proceed with the cash transaction and requested that the handling fee be reduced, which we eventually agreed to as a gesture of goodwill.

On the subsequent purchase, we made it explicitly clear several times before collection that payment must be made by bank transfer, which the customer agreed to. Despite this, when he arrived to collect, he again repeatedly asked us to accept cash. When we maintained the agreed payment method, he had to arrange for a friend to transfer funds to him. Even then, he did not have sufficient funds to complete the full purchase and therefore cancelled some of the products for which prices had already been agreed.

During the same transaction, the customer also attempted to renegotiate lower prices on other agreed items. Regarding the Nature's Grip products, we explained that despite receiving higher offers, we were honouring the price we had agreed with him and simply asked that he show us the same courtesy by honouring the prices he had agreed with us.

The claim that we later sold his stock because somebody offered us “£2–£3 more” is also untrue. A subsequent invoice remained unpaid for three days before the customer specifically asked us to void it. We honoured his request. Precious metals moved upwards the following day, his cancellation message was subsequently deleted, and we were then criticised for cancelling the invoice he had asked us to cancel.

We operate in a spot-driven market and prices can differ across our sales channels. Our WhatsApp community currently receives our lowest prices as an incentive for being part of the community. We have made this clear on numerous occasions. Therefore, seeing the same product advertised at a higher price on another platform does not mean we have refused to honour an agreement or sold somebody's allocation for a few pounds more.

Finally, the customer's outstanding pre-orders were paid by CREDIT CARD and have been refunded against the original card transactions. He received email confirmation and screenshots from our payment system confirming the refunds had been issued, with the corresponding funds taken from our side.

Despite this, approximately ONE HOUR after the refunds were processed, we began receiving allegations that the money had not been returned. Credit card refunds are not instantaneous and are subject to the processing times of the payment provider and card issuer.

We made it clear on numerous occasions that we no longer wished to continue trading with this customer. Despite this, he continued contacting us requesting further stock because of our competitive pricing.

Our pre-order terms are clearly stated on our website. We have attempted to deal with this matter professionally and will not continue a public back-and-forth. Any genuine outstanding matter can be addressed directly through the appropriate channels.

Mint Bros London