Truly
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This is an update to Trulys response…
This is an update to Truly's response dated the 25th. After not having had the courtesy of a response to Friday afternoon's e mail, as well as the one I sent following up this morning, I tried the IM option this afternoon. A responsive man called Ed checked with the warehouse and told me my order was ready to dispatch, hopefully today or tomorrow. Unfortunately I did not receive the dispatch alert he mentioned so, the week you mentioned exchanges ordinarily taking, has passed and I still haven't had my exchange. My gripe is that it would have been much better practice, not to mention quicker, had you been honest with me in the first place then I would have simply re -ordered and requested a refund for the faulty pair. That way you would have managed my expectations rather than leading me to falsely believe I would have them by end of the week plus I wouldn't have been worried about you running out of gloves in the week that has passed since I returned them! Covid isn't an excuse for lack of transparency or failure to answer 2 e mails asking when a replacement will be dispatched. Let's hope they are finally dispatched tomorrow. Even if that does happen with 48 hours to get here that's a full 9 days which is a poor attempt at service recovery. PS re your 2nd response I'm not even called Holly!! I'd appreciate your keeping my personal data such as my name private in line with GDPR. And trying isn't the same as acknowledging your failures and learning from them!