Good afternoon Jorge,
Following on from this review and our email correspondence I think it is fair I should point out a few facts about your complaint.
Delivery time
1. Your order was placed on Thursday 29/9/22 after our post collection time. Royal Mail were on strike on the 30/9/22 and 1/10/22, which meant that the earliest possible date for posting was 2/10/22.
2. I emailed you on 29/9/22 at nearly 11pm in both English and Spanish to advise you of the delay and to apologise/advise the delivery date would be up to 5 working days from Monday 3/10/22, which meant delivery would have been around 10/10/22. No response was received, though your review and reference to the strikes demonstrates that you did receive my correspondence. I also upgraded your postage free of charge to offset some of the delay.
3. The item tracking shows that the item was ready for delivery on 10/10/22, exactly as quoted pending payment of import charges. These were paid it would seem late that day and delivery was attempted to your house on 11/10/22.
4. Your claim that the item hadn't arrived 12 days after ordering is therefore misleading. You hadn't actually arranged the items release from customs and accepted delivery as early as you could.
Postage Costs
1. The postage costs are set at a flat rate of £9.55 to your address, this cost is actually less than what it costs me to post the item to you, which you can check online. You seem to take issue with the fact that you paid postage at all but how many sellers ship internationally for free?
2. You suggest that I should have sent the items by courier, but for example DHL would have charged more than the item's value, so not reasonable.
Item Cost
1. You purchased our Trunnion mount adapter kits which cost £42.90, are made from stainless steel, ground to within 5 microns and involve several operations, turning, milling, tapping both ends and finally grinding. They are not a mass produced and the only other item of its kind is in the Southern Hemisphere and would cost you a minimum of £64.75 with long shipping times of several weeks or £80.60 to be shipped to you in the same time you received mine, nearly double the price.
2. For the reasons set out above my product represents excellent value for money, is the only option you have at that price which is why you purchased from me in the first place.
3. I do not understand given the above why you think that the cost of the item has any relevance to the shipping cost.
Final thoughts
1. Everyone affected by the Royal Mail postage delays was emailed personally by me late at night and given accurate timescales. Everyone else thanked me for the update.
2. I suspect that you didn't cancel because you are unable to buy this product anywhere else at this price.
3. I have been trading since 2013 and this is the first negative review I have received across any platform. Any minor customer service issues I have had have been dealt with swiftly to the customer's complete satisfaction.
4. The fact that I was emailing you late at night to keep you informed, even translating to Spanish, shows my commitment, now matter what day it is or time, I put my customer's needs first. Always have, always will.
5. I reached out to you asking what I could have done differently, your response said that you couldn't wait for the parts (but didn't explain why you didn't engage me when you were told of the delay, or what I could have done differently) and seemed to try and insult me/the English by saying "in Spain people work". That's a little racist by the way.
Reviews I receive tend to focus on two points, the speed at which I deliver and the quality of my products. In this case however, keeping you informed and giving you an accurate time scale wasn't even worth two stars, straight to one, without you even being able to articulate to me what could reasonably have been done differently.
If you do have a suggestion, please do get in touch.
Best Regards
Frank
