Utilitydesign Opiniones 870

Respuesta de Utilitydesign

Actualizada el 3 mar 2025

Hello - I can only sincerely apologise. Having reviewed the order notes I see the wrong lights were delivered by the supplier. The team have arranged collection and refund on return at your request.

Richard

Respuesta de Utilitydesign

Actualizada el 6 feb 2025

Hello Jess - I have just left you a voicemail. Naturally we are always disappointed to receive negative reviews, especially when we have been judged on Royal Mail's performance in this instance. As the correspondence from Lois explained the item we sent was lost by Royal Mail (despite being sent by us on 16th January) and, under their regulations for declaration of loss and replacement/ compensation, they request 30 days to allow the parcel to be delivered in the event it may have been mislaid or misrouted.

This turned up back in our warehouse from them this afternoon and on receipt we issued you with a refund as you had requested. Can you please check your junk mail as you were emailed a copy of the refund confirmation before we received your review?

Thank you

Richard

Respuesta de Utilitydesign

5 feb 2025

Hello - we are only now able to reply due to Truspilot's reply portal having a fault. These were actually ordered by another customer (based on the order number) but we can confirm the order was dispatched on 10th January by DPD with both shades wrapped together - and collected from a nominated store on 15th January. It was not until 20th January that we were advised that there was a problem with the order. We do advise explicitly in all our correspondence with customers (and in our terms and conditions) that orders must be checked and damages/ shortages etc reported within 24 hours. We have had this policy in place since 2005 both to protect customers to ensure dafe delivery of their purchases and ourselves from potential fraud - as well as to follow up any potential claims with the courier concerned.

We did a stock check on the day the order was dispatched - and after - but there were no discrepancies in that particular line value - and we only sold 2 of that variant to the customer who ordered them on that day. To mitigate issues we have one person picking orders against the order and a different packing and the picking list is checked each time. Furthermore, the parcel was not reported as damaged or opened in any way. We therefore have no reason to doubt there were any shortages in the parcel sent.

The Utility Team

Respuesta de Utilitydesign

4 ene 2025

Thank you Rick for taking the time to write this review. It's hugely appreciated by the whole team.

Best wishes

Richard

Respuesta de Utilitydesign

Actualizada el 2 dic 2024

Hello - firstly, I'm sorry that we have added to your list of bad reviews on Truspilot. It's always disheartening when we have let people down. We will deal with the points you have raise din turn.

Can you clarify what you mean regarding we advertise lower prices and did not honour them? The prices shown online are always what we sell at. You maybe referring to a Google issue which was outside our control and has since been taken up with them.

We always state in our terms and conditions not to book contractors to do any install until customers are sure they have the right product in their possession in the event there maybe a mistake with an order or a fault. Mistakes can and do happen but if a wrong product has been sent we always need this back before a new item is sent. This is simply because as an independent business we have had instances where items have not been returned in the past so have had to make provision for this as obviously we can't absorb such losses.

The sales team are contacting you regarding this but we would just say they are absolutely inundated with emails due to the Black Friday weekend and the volume of orders to dispatch so are playing catchup with these.

We do pride ourselves on being a respectable and professional company but we hope on balance you can appreciate our side, especially at such a busy time of year. We will get this resolved but are sincerely sorry for the inconvenience this has caused but thank you for bearing with us until this is done.

Utility