Mistake with order and item never received!
I placed an order for in excess of £100 on 27 January 2024. When placing the order, the website said that delivery was to be by 31 January 2024. Complete lie and false advertising. I cancelled part of my order on the 28th and received an email on the day to confirm that this part had been cancelled and was duly refunded. On the 29th, I received an email, informing me that my "order had entered production". Obviously, the delivery date of 31 January was out of the question. I emailed their customer service on 6 February and was told "All our products are made to order; they enter our factory for production the working day after you placed your order. We aim to deliver all orders within 9 working days of the production process starting. This order entered production 29/01/24. You will receive a tracking link the evening the mats are dispatched. We are unable to provide estimated dispatch dates for individual orders, ahead of them leaving the factory, due to how our production process works." On the 6th itself, I got an email that a shipment was on its way. I received a package on the 8th, with the wrong item! The item sent to me was the one which I had cancelled! I emailed them on the 8th saying if this is an error, to cancel the rest of the order as well and refund my money. Their response was: "Where possible we try to send out all orders together, however this isn't always possible. Apologies the refunded boot may was sent in error, you do not need to return this." They were under the impression that the car mats were being sent separately, and were good enough to let me keep the car mat (which I don't need!). I emailed again on 14th February, asking for a status update. I was told, on the 15th, that the items had been delivered on the 8th! Amazing! I had to repeat the conversation from the 8th, only to be told that they were sorry that the items had not reached and would refund me the cost. Nearly three weeks after the order was placed! I complained that this level of service was abhorrent and unacceptable and, possibly as a humorous response, I was offered a discount on my next purchase! I made it clear that I would not be placing any further orders, after receiving such bad service this time. When I asked for compensation, I was told that they have apologised for the inconvenience and offered a future discount. They would not offer any compensation. While I appreciate that their items may be great (I will have to take the word of the reviewers before me, the car mat they sent me is still outside awaiting sunlight, since it gives off the lovely smell of rubber) and that their customer service responses are quick, this is a mistake which no customer should have to suffer. I am quite patient with service providers but this has really displeased me! Thanks