Missed order, slow delivery and terrible comms
I ordered a replacment belt for a breadmaker 11th April 2024, with the promise of fast delivery, from a UK based supplier. I chose them because they were relatively local (in Wiltshire - I'm in Hampshire). The order was acknowledged immediately and money taken from my credit card. After a week had passed without the item arriving I called to enquire on progress - no answer and no answerphone to leave a message. I tried to call a number of times and it just rang out, so I emailed on 19th asking what was happening. No response for another 5 days... in which time I had tried to call again a number of times.
On 24th April, 13 days after I ordered the belt, I got this email:
"Your order got missed, shipped today."
Thanks
Ok.. fair enough, mistakes happen.. but at least apologise! Especially as you've then ignored emails asking about progress and don't answer phone calls..
At this point I ask politely if I they could send the item express/fast delivery, given the delay I had already encountered. I received the pretty immediate response "Yes, no problem"
Well - here we are on 26th May, after another 2 days wait, a total of 15 days from when I placed the order and the item has finally arrived. And guess what - it was sent 2nd class..
So this company have finished off this poor performance with a lie, that is unless they regard Royal Mail 2nd class post as express delivery.
So, I appreciate this is a small back street company working out of a garage, but in my mind that's all the more reason to be a bit more communicative than a big organisation and if you do mess up, have the decency to acknowledge that, apologise and don't BS about express delivery. Especially when you have this is your sales pitch:
"The No#1 in the UK for the supply of breadmaker drive belts since 1999. Contact us easily by email through our contact form above.