Next Day Delivery

hermum

Maybe they will refund, but at the moment they & the couriers are no doubt bogged down with 000's of people contacting them trying to find out where their parcel is & wanting partial refunds, they will probably need to check every order before they can make any kind of refund.

ConsumerAgainstApathy

I would firmly like to believe that a consumer site like this would highlight customer service, be it good or bad, if it is good, to encourage others to reward it by being patrons, and if it is bad, by warning others to beware and hopefully such a company will take note and attempt to improve.

custardy

ConsumerAgainstApathy wrote: »

I would firmly like to believe that a consumer site like this would highlight customer service, be it good or bad, if it is good, to encourage others to reward it by being patrons, and if it is bad, by warning others to beware and hopefully such a company will take note and attempt to improve.

who was the comment aimed at?

runninglea

Thorntons are offering next day delivery for £5.95 against normal delivery £3.95.

Ordered last wednesday on next day received last night.

I wasnt bothered by this and accepted the weather leading to adverse driving conditions etc.

However they only delivered one out of two packages, rang to ask where other was, they had missed it and will send out another package.

I asked whether this would be next day, they said no due to the high level of orders and weather conditions. I therefore asked them why they were still giving us the option of paying a higher rate when clearly they cannot deliver in this time period.

Then then offered me the difference in postage back - I hadnt asked!

Jeff_Bridges_hair

ConsumerAgainstApathy wrote: »

I would firmly like to believe that a consumer site like this would highlight customer service, be it good or bad, if it is good, to encourage others to reward it by being patrons, and if it is bad, by warning others to beware and hopefully such a company will take note and attempt to improve.

But when things are out of human control how do you address that then? Some companies will only have small CS departments because they normally provide an excellent service but when something major has hapenned like the weather they are then swamped with calls and emails that are going to go unanswered for a while.

Im sure some are trying their best to keep everyone happy but with thousands and thousands of items backed up in delivery warehouse let alone store warehouses that have not made it to the couriers/RM then that takes a lot of getting through.

unless of course you are one of these people who only think of them self and are quite blinkered to how the world works.

Vik_36

Same thing happened to me, I paid for the next day on two parcels. They should have arrived Tuesday. I got a call saying they couldn't fit them on the van on Tuesday afternoon...lol I didn't order that much!. Anyway they shipped them out late Tuesday and they arrived today in two boxes that looked like the courier had booted them around the back of the van. One was fully open, luckily nothing was missing from this and no damage. The other box however was a mess had an exploded tin of hot choc all over the box and a damaged kids chocolate thing. I called and they said they're sending me replacements. I've gotta say the customer care lady on the phone was lovely and very helpful.

Vik_36

Just got an email back saying sorry for the delay... hmm no mention of a postal refund though. My Brother had the same problems with Lush and the gave him a partial refund on the postal cost.