UK Koi Supplies Ltd Arvostelua 11

Vastaus yritykseltä UK Koi Supplies Ltd

7. elok. 2025

Hi Marion,

Thank you so much for the kind words!

We’re really pleased to hear you were happy with both the service and your bespoke liner. We always aim to respond quickly to questions — especially with custom products like box-welded liners, where getting the details right is so important.

Thanks again for your trust, and we’d be more than happy to help with anything you need in future.

Best regards,
Team UK Koi Supplies

Vastaus yritykseltä UK Koi Supplies Ltd

7. elok. 2025

Hi Julie,

Thanks so much for taking the time to leave a review — especially if it's not something you normally do!

We're absolutely thrilled to hear how well the Lacto Bacteria is working for your koi. It’s always great to know that our products are making a visible difference, and feedback like this really helps others shop with confidence.

Thanks again for your support — and we’re always here if you need anything else for your pond.

Best regards,
Team UK Koi Supplies

Vastaus yritykseltä UK Koi Supplies Ltd

7. elok. 2025

Hi Graham,

Thank you so much for giving us a chance — especially after seeing some of the older reviews.

We’re really glad to hear your order arrived quickly and that you were happy with both the service and pricing. You're absolutely right — we've now fully claimed and are actively managing our Trustpilot profile, and we’re committed to rebuilding trust by delivering great service every time.

Thanks again for your support, and we really appreciate the recommendation!

Best regards,
Team UK Koi Supplies

Vastaus yritykseltä UK Koi Supplies Ltd

7. elok. 2025

Hi Reece,

I’m really sorry you felt let down — and I completely understand your frustration at the time.

During the period you ordered, we were in the middle of moving premises, which did unfortunately cause disruption to both fulfilment and communication. You were also contacting us directly via mobile rather than through our official channels, which meant your messages weren’t picked up as quickly as they should’ve been.

That said, as soon as you requested a refund, it was issued in full on the same day — and we hope that at least gives you some peace of mind that we never had any intention of taking your money without delivering.

We’ve since put better systems in place for both order tracking and customer support, and we’re now actively managing our Trustpilot account to ensure no customer feels ignored.

If you ever feel comfortable giving us another chance, we’d welcome the opportunity to make it right.

Best regards,
Team UK Koi Supplies

Vastaus yritykseltä UK Koi Supplies Ltd

Päivitetty 7. elok. 2025

Hi Chillout,

Thank you for your feedback, and I’m really sorry for the poor experience you had.

You're absolutely right — communication should’ve been clearer throughout the delay. At the time, we were dealing with unexpected supplier and customs issues that affected stock availability, and unfortunately, we didn’t keep you properly informed as that changed. For that, I sincerely apologise.

Since then, we’ve made improvements to both our stock visibility and our customer communication processes to prevent this from happening again — and we’re now actively monitoring reviews like this so nothing goes unanswered.

If you’re open to giving us another chance in the future, I’d be happy to offer something by way of apology. Just reach out to me directly at support@ukkoisupplies.com

Thanks again for your honest review — and I’m sorry we didn’t get it right this time.

Warm regards,
Team UK Koi Supplies

Vastaus yritykseltä UK Koi Supplies Ltd

Päivitetty 7. elok. 2025

Hi Stuart,

I’m really sorry to read this and want to personally apologise for the stress and lack of clarity around your order.

We did experience a major delay at the time due to a large shipment being held at customs, which unfortunately affected several customer orders — including yours. We did send an email update about this, but clearly that didn’t reach you or didn’t explain the situation well enough, and that’s on us. We’ll be reviewing how we communicate delays moving forward.

As for the tracking information, I can assure you it was never our intention to mislead — the tracking ID may have been generated before the goods cleared customs, which is something we’ve since fixed in our system to avoid confusion.

We’re now actively monitoring our Trustpilot account and want to make this right. Please email me directly at support@ukkoisupplies.com so I can look into your specific order and resolve this fully.

Thanks again for your patience — and I’m very sorry again for the experience you’ve had.

Best regards,
Team UK Koi Supplies

Vastaus yritykseltä UK Koi Supplies Ltd

Päivitetty 7. elok. 2025

Hi Phil,

Thank you for your feedback, and I’m genuinely sorry for the repeated frustration you’ve experienced with your orders.

We hold our hands up — in the past, we didn’t have the right systems in place to keep our stock levels accurate on the website, which led to orders being placed for items we didn’t have ready to ship. That’s completely unacceptable, and I appreciate you pointing it out.

Since then, we’ve made serious improvements to our stock management and fulfilment process to avoid this happening again. We’re also now actively managing our Trustpilot account so we can respond directly and ensure customer issues don’t go unresolved.

If you’re open to it, I’d love the chance to put things right and restore your faith in us — feel free to email me directly at support@ukkoisupplies.com

Thanks again for highlighting this — and I’m really sorry we let you down.

Best regards,
Team UK Koi Supplies

Vastaus yritykseltä UK Koi Supplies Ltd

7. elok. 2025

Hi Daniel,

Thank you for your honest feedback — and sincere apologies for the poor experience you had.

We’re truly sorry that your order wasn’t fulfilled properly and that our communication fell short at the time. This isn’t the level of service we aim to provide, and we completely understand your frustration, especially with such a long delay and lack of updates.

Since you placed your order, we’ve made some major improvements to how we handle fulfilment and customer support — and we’ve now claimed our Trustpilot profile so we can actively respond and make things right for customers like you.

Thank you again for raising this — and once more, we're truly sorry for the inconvenience caused.

Warm regards,
UK Koi Supplies