Turner & George
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Incomplete Order - Then Ignored
I made my first online Turner & George order a couple of weeks ago (Order 000066247). The website was quick and efficient and the order turned up bang on time - so far so good. Unfortunately the order was incomplete. I didn't regard this as huge problem, these things happen. As the website asks people to email with queries, I emailed T&G to say that part of the order was missing, with photos showing a) what was received, and b) that the postage was for a 1kg parcel for what should have been a 3kg order, to evidence that it wasn't just me trying to get some extra meat on the sly. No response. After a couple of days I completed the online contact form. No response. A week after my initial query / complaint I have heard nothing, not even an automated acknowledgement email - so for all I know my emails may have disappeared into the ether. However I can see no telephone number on the website to enable me to check. Turner & George have a good long-term rating, but looking through the past 15 reviews, I think 8 have been 1 star. I appreciate the past twelve months have been difficult for many businesses who are trying their best to navigate a way through a very tricky environment, and across many sectors companies have found it difficult to provide the same standards they would do usually. However, customers don't expect to have their queries or complaints ignored, and to have to resort to writing honest but poor reviews to get attention. My rating is based less on the fact that some goods were missing - as I said these things happen - but it is how you put the mistakes right that matter. A quick 'sorry about that, we'll post the missing items now' would have been job done. UPDATE Shortly after posting the above review, I was contacted by Danny from Turner & George marketing, who very helpfully resolved the issue. Thank you Danny, your assistance is much appreciated. However, it's unfortunate that marketing have to get involved with what should be an operational issue.