Pound Wholesale Opiniones 1533

Respuesta de Pound Wholesale

Actualizada hace 7 días

Hi Julie,

Thank you for your feedback and for your continued custom we do appreciate it.

We’re sorry to hear your experience hasn’t been consistent. Due to the nature of fast-moving wholesale stock, availability can occasionally change between the time an order is placed and when it is picked. In such cases, the available items are dispatched to avoid delaying the order, and any unavailable items are refunded. That said, we understand your preference to be contacted first and will take this on board as part of ongoing improvements.

In relation to your most recent order, one item (peanut butter) was showing as available at the time of ordering but was removed during picking as it had expired and was therefore deemed overdated stock. This was not sent out, and you would have been refunded accordingly.

Regarding delivery, our charges are a consistent and fair flat rate regardless of order size, with free delivery available. This is designed to keep things simple and transparent for all customers.

On the restocking fee point, this has not been applied to your order. It appears this may have been assumed from our terms and conditions, however to clarify, where an issue is not the customer’s fault, or where we are unable to supply items, a restocking fee would not be applied.

We also want to resolve this in a way that works for you. If you are unhappy with the order, we are more than happy to refund the delivery charge as a gesture of goodwill. Alternatively, we can arrange collection of the goods and issue a full refund.

We can see that one of our team has also attempted to contact you today to help resolve this and left a message. If you’re able to get back to us, we will prioritise this and bring it to a close as quickly as possible.

We value all customers and aim to provide a fair and consistent service throughout. If you would like us to review anything further, please feel free to contact our customer service team with your order details.

Thank you again for your feedback.
Kind regards,

Pound Wholesale

Respuesta de Pound Wholesale

Actualizada el 27 mar 2026

Hi George,

Thank you for your review, and we’re genuinely sorry to hear about your experience - it’s certainly not the impression we want to leave, especially with a new customer.

Regardless of the size of the order, every customer matters to us, and we aim to treat every situation with the same level of care, attention and fairness when something goes wrong.

To clarify the timeline on this, you first contacted us on the 24th, and we responded the same day to understand how you would like us to proceed. Across your follow-up messages on the 24th and 25th, we explained that in our industry some products are occasionally re-engineered to maintain price points, and packaging or designs can change. We also acknowledged that the product image was incorrect, updated it promptly, and apologised for the discrepancy.

On the 25th, you queried whether alternative designs were available, and then on the 26th you requested a refund. We accepted this and offered a full refund along with collection of the goods, which is currently awaiting your response to proceed.

All of this has been handled through our RMA process, with responses provided within normal business timeframes. While we always aim to respond as quickly as possible, RMA requests are managed during working hours and can occasionally carry over to the next business day. That said, your refund was approved within 24 hours of your request.

We do appreciate that the situation has been frustrating, especially where expectations didn’t match what was received, but we’re confident we have acted promptly and fairly to resolve this.

Our growth over the years has come from customers like yourself who give us the opportunity to support their businesses. If you grow, we grow that has always been our ethos, and it’s something we take seriously.

We’re ready to complete the refund as soon as we hear back from you to arrange collection, and we remain here to help bring this to a close as smoothly as possible.

Thank you,
Pound Wholesale.

Respuesta de Pound Wholesale

Actualizada el 4 mar 2026

Hi Chris,

We’re sorry to see this review and would like to clarify the circumstances for transparency.

This review appears to relate to the same order and transaction that has been referenced in several other recent reviews, and as such our response remains consistent in explaining the situation clearly.

The product ordered (FS606 – Mummy’s Mug / Daddy’s Mug) is supplied as a mixed wholesale case, which is standard practice within the industry. Each case contains two design variations (12 of each) and the product listing clearly states that the price shown is per individual mug. The product image simply displays the variations included within the case.

The goods supplied matched the quantity and description listed. The return was requested due to a misunderstanding of the mixed-case product variations rather than an issue with the quantity supplied.

Following your contact with us, a return request was raised through our RMA system. At that stage our team provided a link to our Returns Policy and advised reviewing the applicable terms before proceeding. When an RMA is approved, the system clearly outlines any applicable return charges so customers can make an informed decision before returning goods.

As the goods supplied matched the listing description and the return was not due to any fault with the products, the refund was processed in accordance with our published Terms & Conditions, which include a restocking and handling charge for non-fault returns.

We always aim to operate transparently and fairly, and we encourage customers who are unsure about case quantities, pack formats or product variations to contact our team before placing wholesale orders so we can clarify any details.

If you would like to discuss this further, our customer care team remains happy to assist.

Kind regards,
Pound Wholesale Customer Care Team